The Reality of the Use of Customer Relationship Management (CRM) by the Employees of the Department of Social Services in the Deanship of Students Affairs at Sultan Qaboos University, the Sultanate of Oman

Abstract

Universities around the world offer a variety of services and deal with a large number of customers. To guarantee customers' loyalty, they have to use a strategy call "Customer Relationship Management "CRM". This strategy has four components and a university has to follow each of the four components, if they want to be successful with customers. This study was conducted at the Department of Social Services in the Deanship of Student Affairs (DSA) at Sultan Qaboos University in Oman (SQU). The study aims to answer the following question "What is the reality of the use of CRM at social services Department of DSA?" The study used interview as a research tool for data collection. The interview was conducted with 24 employees of the Department of Social Services at Deanship of Students Affairs.