{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,5,13]],"date-time":"2026-05-13T21:31:36Z","timestamp":1778707896112,"version":"3.51.4"},"reference-count":40,"publisher":"Emerald","issue":"6","license":[{"start":{"date-parts":[[2022,3,10]],"date-time":"2022-03-10T00:00:00Z","timestamp":1646870400000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["JEIM"],"published-print":{"date-parts":[[2022,11,24]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title><jats:p>Most Higher Education Institutions (HEIs) have silos of distributed processes, which adds to the confusion and conflict concerning the Customer Relationship Management (CRM), desires, expectation and needs (DEN). Where possible, in order to maximise resource impact and minimise organisational disruption, HEIs should practically map these DEN to processes, roles, events, activities, channels, and technologies (PRE-ACTs) that already exist within the organisation. The paper iteratively considers use of additional practical approaches that need be considered in order to ensure that strategic HEI CRM DEN are effectively captured, and that the requirements are appropriately mapped to existing HEI activities.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>Content from 27 JISC cases, 10 semi-structured interviews and three focus group sessions have been collected and analysed using thematic analysis to understand how to develop preliminary stage 2 steps and assess the applicability of the final CRM strategy orientation support (CRM-SOS) framework stage 2 methods.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>The authors believe that this study provides substantial practical support to CRM implementation practitioners when analysing customer CRM desires, expectation, and needs requirements. The developing practical tools aim to 1) support practitioners better comprehend the multifaceted life cycles, needs, and requirements of HEI customers, and 2) aid in the planning and management of CRM change more effectively.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>The paper is extending the recent research around CRM strategy in HEIs by proposing additional practical approaches that need be considered to ensure that strategic CRM are effectively captured. The paper also offers considerable practical support to CRM implementation practitioners when analysing customer CRM desires, expectation, and needs' requirements.<\/jats:p><\/jats:sec>","DOI":"10.1108\/jeim-09-2021-0421","type":"journal-article","created":{"date-parts":[[2022,3,9]],"date-time":"2022-03-09T22:03:18Z","timestamp":1646863398000},"page":"1639-1657","source":"Crossref","is-referenced-by-count":6,"title":["Analysing enterprise resources for developing CRM framework in\u00a0higher education institutions"],"prefix":"10.1108","volume":"35","author":[{"given":"Basel","family":"Khashab","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Stephen","family":"Gulliver","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0003-0264-3598","authenticated-orcid":false,"given":"Rami","family":"Ayoubi","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-0073-3605","authenticated-orcid":false,"given":"Carolyn","family":"Strong","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"140","published-online":{"date-parts":[[2022,3,10]]},"reference":[{"issue":"1","key":"key2022112308260428800_ref001","first-page":"896","article-title":"Determinants of car sales in business and E-business","volume":"11","year":"2020","journal-title":"Systematic Reviews in Pharmacy"},{"key":"key2022112308260428800_ref002","first-page":"449","article-title":"Examining the effect of knowledge management factors on mobile learning adoption through the use of importance-performance map analysis (IPMA)","year":"2019"},{"key":"key2022112308260428800_ref003","article-title":"The Eight Building Blocks of CRM: Vision, Gartner Group","year":"2013"},{"issue":"2","key":"key2022112308260428800_ref004","first-page":"146","article-title":"Increasing business intelligence through a CRM approach: an implementation scheme and application framework","volume":"11","year":"2019","journal-title":"International Journal of Information, Business and Management"},{"issue":"4","key":"key2022112308260428800_ref005","doi-asserted-by":"crossref","first-page":"267","DOI":"10.1057\/s41264-016-0008-z","article-title":"A framework for understanding the evolution of relationship quality and the customer relationship development process","volume":"21","year":"2016","journal-title":"Journal of Financial Services Marketing"},{"issue":"1","key":"key2022112308260428800_ref006","first-page":"20","article-title":"Adopting technology for customer relationship management in higher educational institutions","volume":"1","year":"2017","journal-title":"International Journal of Engineering and Information Systems (IJEAIS)"},{"key":"key2022112308260428800_ref007","volume-title":"Understanding the Customer Journey through the Prism of Service Design Methodology","year":"2016"},{"key":"key2022112308260428800_ref008","volume-title":"Modern ERP: Select, Implement and Use Today\u2019s Advanced Business Systems","year":"2020"},{"key":"key2022112308260428800_ref009","volume-title":"Customer Relationship Management: Concepts and Technologies","year":"2015"},{"key":"key2022112308260428800_ref010","doi-asserted-by":"crossref","first-page":"205","DOI":"10.1016\/j.indmarman.2021.07.013","article-title":"The effect of AI-based CRM on organization performance and competitive advantage: an empirical analysis in the B2B context","volume":"97","year":"2021","journal-title":"Industrial Marketing Management"},{"key":"key2022112308260428800_ref011","volume-title":"Shifting Directions: Conceiving, Implementing, and Navigating the Inherent Complexities of Student Recruitment Customer\/Constituent Relationship Management (CRM) Systems within Higher Education","year":"2018"},{"issue":"2","key":"key2022112308260428800_ref012","doi-asserted-by":"crossref","first-page":"142","DOI":"10.1108\/AJIM-11-2017-0251","article-title":"A critical analysis of lifecycle models of the research process and research data management","volume":"70","year":"2018","journal-title":"Aslib Journal of Information Management"},{"key":"key2022112308260428800_ref013","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1016\/j.compind.2019.03.007","article-title":"Understanding CRM adoption stages: empirical analysis building on the TOE framework","volume":"109","year":"2019","journal-title":"Computers in Industry"},{"key":"key2022112308260428800_ref014","volume-title":"JISC Case Study: Extending the Self Analysis Framework","year":"2010"},{"key":"key2022112308260428800_ref015","first-page":"91","article-title":"Investigative analysis of CRM system implementation and the challenges attached to its integration into existing ERP system. 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