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CRM and higher education : developing a monitoring system to improve relationships in e-learning environments Customer Relationship Management and higher education : developing a monitoring system to improve relationships in e-learning environments Daradoumis Haralabus, Atanasi Faulin Fajardo, Francisco Javier Juan Pérez, Ángel Alejandro Martínez, F. José Rodríguez Ardura, Inma Xhafa, Fatos Customer services Educational technology Education, Higher -- Computer-assisted instruction Web-based instruction Universities and colleges -- Marketing Serveis d'atenció al client Tecnologia educativa Internet en l'ensenyament universitari Ensenyament virtual Universitats -- Màrqueting Servicios de atención al cliente Tecnología educativa Internet en la enseñanza universitaria Enseñanza virtual Universidades -- Marketing Peer-reviewed CRM has usually been associated to business contexts. However, it has recently been pointed out that its principles and applications are also very appropriate for non-profit making organizations. In this paper, we defend the broadening of the field of application of CRM from the business domain to a wider context of relations hips in which the inclusion of non-profit making organizations seems natural. In particular, we focus on analyzing the suitability of adopting CRM processes by universities and higher educational institutions dedicated to e-learning. This is an issue that, in our opinion, has much potential but has received little attention in research so far. Our work reflects upon this matter and provides a new step towards a CRM solution for managing relationships of specific customers, such as students. Indeed, the main contribution of this paper is specifically characterized by the proposal and empirical application of an e-monitoring system that aims to enhance the performance of relationships in e-learning environments. info:eu-repo/semantics/article DARADOUMIS, D.; FAULIN, J.; JUAN, Á.A.; MARTÍNEZ, F.J.; RODRÍGUEZ, I.; XHAFA, F. (2010). "CRM and higher education: developing a monitoring system to improve relationships in e-learning environments". International Journal of Services Technology and Management. Vol. 14, n. 1, pp. 103 - 125. ISSN 1460-6720. 1460-6720 1741-525X 10.1504/IJSTM.2010.032887 http://hdl.handle.net/10609/1327 eng The original publication is available at <a href="http://www.inderscience.com/search/index.php?action=record&rec_id=32887">http://www.inderscience.com/search/index.php?action=record&rec_id=32887</a>