Customer relationship management and higher education in India

Abstract

Educational institutions worldwide are undergoing fundamental shifts in how they operate and interact with their “customers”, students, alumni, donors, and faculty members. Higher education, especially the management education has been changing rapidly and educational institutions are compelled to focus and shift their strategies on student community, faculty members, and industrial organizations so that they remain relevant to the society at large. A nation can remain competitive and its economy can continue grow, only if the quality of knowledge provided by higher education institutions becomes meaningful. Technological, economic, sociological, and governmental forces are altering education dramatically, impacting its institutions, teachers, students, funding sources, and basic function in society. To unlock potential and help talented people to gain advanced training, whatever their background, requires customer-centric approach to education.