Building Social CRM Framework on Enterprise Architecture Framework Using Value Chain Process Approach
Customer Relationship Management in this social media era (CRM or CRM 2.0) requires a quite different treatment compared to the previous one (or often referred to as Traditional CRM or CRM 1.0). The use of social media in the Social CRM has changed the role of the company and the customer, which was originally a corporate centric to currently a customer centric. Universities and colleges are a different service company compared to other kind of service companies in general term. Social CRM Framework is needed in this higher education sector because their customers (students) are very expertise in the use of technology.