Student Retention through Customized Service Processes

  • Reinhard Jung
  • Jessica Kochbeck
  • Annett Nagel
Part of the IFIP – The International Federation for Information Processing book series (IFIPAICT, volume 286)


Due to the Bologna declaration and the subsequent switch to the bachelor/master system, student mobility is rising and competition among universities across Europe becomes intense. Furthermore, students are demanding comfortable information and communication solutions. Hence, universities are required to align educational- and serviceprocesses more closely to their students. This paper presents an innovative approach to adapt modern concepts of Customer Relationship Management (CRM) to institutions of higher education in order to retain students at their university. Furthermore, an architecture is presented which is capable of integrating university legacy systems with state of the art CRM technology.


Service Process Customer Relationship Management Student Mobility Student Retention Customer Process 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© International Federation for Information Processing 2008

Authors and Affiliations

  • Reinhard Jung
    • 1
  • Jessica Kochbeck
    • 1
  • Annett Nagel
    • 1
  1. 1.Chair of Business Informatics and Enterprise Communications Systems University of Duisburg-EssenEssenGermany

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