Abstract:

Student Relationship Management (SRM) is the systematic care of a business relationship between the university and students. A new vision of higher education system in which the student is the central subject opens up new learning opportunities that include customization and adaptation to students’ needs and preferences. Student satisfaction can be increased in this way, and mutual trust will remain intense after graduation as well.
SRM is often applied for improving quality of administrative process in educational institutions. However, SRM can also significantly improve teaching and learning process as well. This paper focuses on these aspects of SRM. In this paper we present a student relationship management model in e-education, based on cloud services. The model is based on an educational web portal that integrates e-learning system components, such as: learning management system, information management, communication and collaboration tools, notification system, e-learning process management, mobile learning services, social network services and others. Implementation of the model is based on the cloud computing infrastructure in Laboratory for Electronic Business at University of Belgrade. We use Moodle learning management system and SugarCRM for student relationship management. In the paper, we present teaching and learning process implemented in the described system, metrics for evaluation of the system performance and results of using the SRM system within regular activities.

Keywords:

Student relationship management, cloud computing, e-education, infrastructure for e-education.