Thesis Type: Postgraduate
Institution Of The Thesis: Orta Doğu Teknik Üniversitesi, Faculty of Engineering, Department of Industrial Engineering, Turkey
Approval Date: 2003
Student: FİLİZ ÇETİN
Supervisor: GÜLSER KÖKSALAbstract:
METU-Online, a distance education tool developed and maintained by Middle East Technical University (METU) Informatics Institute, can be defined as Customer-to-Business-to-Customer (C2B2C) e-business. In this thesis, a new design and improvement of this system based on Customer Relationships Management (CRM) is presented. With this approach a CRM system is designed, an organizational change is recommended, customercentered business processes are improved to a certain extend, a CRM data warehouse is broadly defined and a basic reporting system is designed. The result of a system analysis of METU-Online, methods used in this analysis, and the CRM model and the recommended design are presented.