Social Networks for Customer Relationship Management: Marketing, Online Help, Technical Support and Customer Satisfaction for iKnow Enrollment
Date Issued
2012-04
Author(s)
Jovanovik, Milos
Abstract
Following the global trends and innovations in the
communication and information technology, the way of
communication between universities and faculties with the
students, and among students themselves, became
significantly different than a few years ago. The use of social
networks and other forms of interactive communication for
this type of communication is becoming a trend. The intensity
of the communication between the students and the faculties
and universities seems to be very intensive during the process
of choosing a faculty for enrollment, as well as the short
period just before the enrollment starts. In this paper we will
make a brief review of the Innovation and Knowledge
Management towards eStudent Information System – iKnow,
and then present last year's numbers and statistics for the
enrollment process at the Faculty of Computer Science and
Engineering in Skopje, in the aspect of using the social
networks. We will describe the procedures and frequency of
answering and managing the frequently asked questions, as
well as all of the technical support mechanisms used before
and during the enrollment days.
communication and information technology, the way of
communication between universities and faculties with the
students, and among students themselves, became
significantly different than a few years ago. The use of social
networks and other forms of interactive communication for
this type of communication is becoming a trend. The intensity
of the communication between the students and the faculties
and universities seems to be very intensive during the process
of choosing a faculty for enrollment, as well as the short
period just before the enrollment starts. In this paper we will
make a brief review of the Innovation and Knowledge
Management towards eStudent Information System – iKnow,
and then present last year's numbers and statistics for the
enrollment process at the Faculty of Computer Science and
Engineering in Skopje, in the aspect of using the social
networks. We will describe the procedures and frequency of
answering and managing the frequently asked questions, as
well as all of the technical support mechanisms used before
and during the enrollment days.
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