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Student Relationship Management: Concept, Practice and Technological Support
Maria Beatriz Piedade, Maribel Yasmina Santos
failure, as well to propose means to promote the scholarly success, were promoted by institutions [2], [3]. The set of problems raised by failure are studied and analyzed in different ways [4]. However, there is a strong conviction that the students’ behavior and students’attitudes towards the teaching-learning process is not as helpful as it should be [5]. It is largely accepted that a way to promote students’ success is by implementing mechanisms that allow the students closely monitoring, the evaluation of their success and the approximation of the teacher/tutor to their day-by-day activities. These presuppose, among others, the development of processes tofollow the students (like tutoring processes) and monitoring academic student’s behaviour. Although several efforts, these processes do not take place in a greater number of higher education institutions, because these activities are not compatible with the work overload of the teaching staff, the large number of students in academic years with larger failure rate and the lack of institutionalpractices and technological support to closely follow the students’ academic activities. Also, there is no technological tool available in market that adequately supports those practices. This happen because the majority of the available applications are used exclusively to support academic management processes. In order to overcome these conceptual and technological limitations, this paper proposes asystem which aim is to support students closely monitoring of their academic activities and their academic behaviour. The proposed system will be designate by SRM System – Student Relationship Management System – and supports the SRM concept and the SRM practice, which will be also defined in this paper. Underlying to the SRM concept is the scholar success promotion, through the maintenance of aclosely relationship between the institution and the student. To be possible, a set of activities that integrate the SRM practice will be defined. This paper is organized as follow: Section 1 presents the motivation and the justification to the development of the SRM system; Section 2 presents the SRM concept and practice and the adopted approach to validate this concept and the proposed practice;Section 3 describes the technological support to the SRM practice, the SRM system’s architecture and implementation issues; Section 4 includes some conclusions about the work undertaken and the future work to be developed.

Abstract— Information systems used at higher education institution support essentially academic management processes like student’s registration, student’s management, student’smarks, among others. These systems do not permit the closely monitoring of student’s academic activities, the evaluation of their academic success and the support of academic activities concerning with teaching and tutoring. On the other hand, it is largely accepted that there exists a strong correlation between the closely monitoring of the students’ activities and the scholar success promotion.To support the teaching and tutoring processes it is essential to acquire knowledge about the students. This knowledge will allow the adoption of adequate and effective actions/decisions in order to closely follow the students’ activities. In order to be possible such procedures, this paper proposes a Student Relationship Management (SRM) system. This system will support the SRM concept and theSRM practice and will be implemented using the concepts and the technological infrastructure that supports the Business Intelligence systems. The concept, practice and architecture of the SRM system are presented in this paper and its main goal is to provide a technological tool that support higher education institution in the acquisition of knowledge that is essential to the decision- making...