Conducted by UPHSL
, Started on 2013 -
Completed on 2014
Completed
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One of the aims of CRM (customer relationship management) is to retain and gain more customers. The understanding of how to manage customer relationship effectively has become an important topic in every environment. This study investigates and analyses the effectiveness and reliability of REA (Registrar’s Executive Assistance) as a customer relationship management system. Data was collected by using an interview, observation and survey techniques with the students, parents and evaluators. Analysis of data was done using sampling techniques. The result of the study shows that REA (Registrar’s Executive Assistance) is an effective and reliable CRM (customer relationship management) which can be adopted at the registrar’s office. The knowledge and understanding of CRM of registrar’s staff and leadership of the administrators in awareness of service focuses on customer relationship is a key to registrar’s success in winning more customers. Suggestions for academic registrar on the implementation of REA are (1) it should be continuously used using a higher computer specification, (2) it should be adopted by the ITS department for proper maintenance.