Version 1
: Received: 14 November 2023 / Approved: 16 November 2023 / Online: 17 November 2023 (09:03:36 CET)
How to cite:
Williams, R.T. WhatsApp as a Tool for Customer Relationship Management in Education: Opportunities, Challenges, and Future Directions. Preprints2023, 2023111119. https://doi.org/10.20944/preprints202311.1119.v1
Williams, R.T. WhatsApp as a Tool for Customer Relationship Management in Education: Opportunities, Challenges, and Future Directions. Preprints 2023, 2023111119. https://doi.org/10.20944/preprints202311.1119.v1
Williams, R.T. WhatsApp as a Tool for Customer Relationship Management in Education: Opportunities, Challenges, and Future Directions. Preprints2023, 2023111119. https://doi.org/10.20944/preprints202311.1119.v1
APA Style
Williams, R.T. (2023). WhatsApp as a Tool for Customer Relationship Management in Education: Opportunities, Challenges, and Future Directions. Preprints. https://doi.org/10.20944/preprints202311.1119.v1
Chicago/Turabian Style
Williams, R.T. 2023 "WhatsApp as a Tool for Customer Relationship Management in Education: Opportunities, Challenges, and Future Directions" Preprints. https://doi.org/10.20944/preprints202311.1119.v1
Abstract
The rapid expansion of social media and instant messaging applications, such as WhatsApp, has transformed how individuals and organizations communicate and engage. This think piece explores the potential of integrating WhatsApp as a customer relationship management (w-CRM) tool within the education sector to foster and sustain long-term relationships among students, teaching staff, and non-teaching staff. By leveraging real-time features and the widespread use of WhatsApp, educational institutions can create a more interactive and dynamic learning environment, benefiting all stakeholders involved. The literature highlights the importance of establishing clear frameworks for mutual engagement and interaction and the potential of w-CRM to improve communication between students' families and educational institutions. There are potential risks associated with the pervasive use of WhatsApp, and call for future research to explore strategies for mitigating these risks while maximizing the benefits of w-CRM in the education sector. Longitudinal studies are recommended to evaluate the long-term impact of w-CRM on stakeholder relationships, student outcomes, and overall institutional performance.
Keywords
Social Media; WhatsApp; Education; Customer Relationship Management (CRM); Mobile Learning
Subject
Social Sciences, Education
Copyright:
This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
