Social CRM features identification for higher education

Higher Education (HE) institution as a social business entity is necessary to keep update to the business practices. It is necessary to drive the involvement of their customer in their business chain activities via. social media, hereinafter referred to as Social CRM (S-CRM). The value chain of a HE business processes consist of education, research and community services (HEVC). Those HEVC is derived based APQC cross industry process classification framework. The social CRM itself is a business process of HEVC in which involving a face-to-face to its customer (student and graduates). This study describes the identified social CRM features that are intended to work to support those business processes. Those software features groups into operational, collaboration and analytical social CRM. The operasional CRM itself consist of marketing automation, sales-force automation and service automation.