B. CRM in E-education
Educational institutions are becoming aware that education belongs to the service industry and students’ demands and desires have to be met. Independent learning and teaching is an educational system and consists of sub- systems: a learner, a teacher and a method of communication [5]. Blended learning represents a fundamental reconceptualization and reorganization of the teaching and learning dynamic, starting with various specific contextual needs and contingencies [6].
CRM has been defined as the management approach that involves identifying, attracting, developing and maintaining successful customer relationships over time in order to increase the retention of profitable customers. The CRM introduction into e-learning is a long and demanding process because students’ demands are increasing parallelly with the growth of technology capability. The steps in the CRM implementation in electronic education field are as follows: 1) Defining the CRM goal and strategies 2) adaptation and implementation. From the perspective of the student, the CRM strategy allows interaction with the educational institutions from a single entity that has a complete understanding of their unique status. From the perspective of the educational institutions, the CRM business strategy provides a clear and complete picture of each individual and all the activities pertaining to the individual.