Marko pristupni rad

.

, 2012.

:

-,

. . :

,

. .

,

. . : 06.07.2012.

:

. .

, cloud . , , , , , . , . cloud computing .

: , , Cloud computing, , Student relationship management model in e-educationAbstract:The subject of this thesis is development of student relationship management model in the electronic education system. The main problem discussed in the thesis is to investigate the possibilities for integration of the student relationship management services in modern learning management system.Student relationship management model in e-education, based on cloud services is presented in this thesis. The model includes following components: learning management system, information management, communication and collaboration tools, notification system, e-learning process management, mobile learning services, social network services and others. Further, this thesis includes implementation of teaching and learning processes in the described system, as well as metrics for evaluation of the system performance and results of using the student relationship management system within regular activities. Implementation of the model is based on the cloud computing infrastructure in Laboratory for Electronic Business at University of Belgrade.

Key words: Student relationship management, Electronic education, Cloud computing, Mobile services, Social media

61.

61.1.

71.2.

91.3.

91.4.

112.

112.1.

122.2.

152.3.

172.4.

203.

203.1.

223.1.1.SugarCRM

223.1.2. Microsoft Dynamics CRM

223.1.3. Salesforce CRM

233.2.

233.2.1.Moodle LMS

253.3. CRM-

263.3.1.

273.4.

293.4.1.Facebook

303.5.Big Data

344.

344.1.

344.2.

404.3.

424.3.1. SaaS cloud computing

434.3.2.

445.

445.1.

455.2.

475.3.

496.

547.

1.

. . . , .

. . - . . . . , , , .

1.1.

. .

, , - , . , . , . . . , blended learning. (. Learning Management Systems - LMS) . (. Learning Content Management Systems) , , , .

, , , . , , , , , , . . , . . , . . , . . , . , . , , , . , .

. , , . . .1.2.

. . : ,

,

,

,

,

.

. . . , , , . . .

. , . . , . , (, ), . , , .

: , , , , . .

, :

.

.

.

cloud computing-a.

.

.

.

.

.

. , .

. .

1.3.

:

, .

:

0.1. ,

0.2. .

, :

0.1.1. ,

0.1.2. ,

0.1.3. ,

0.2.1. ,0.2.2. .

1.4.

, , - . . - , . . p , , . . .

, , , . , , , , , . , , , , .

, .

SugarCRM, Moodle, . cloud .

2. 2.1. (. Customer Relationship Management) , . , a , , (Thompson, 2011). , (King & Burgess, 2008). (Almotairi, 2009) , . (King & Burgess, 2008; Almotairi, 2009): , , , , , , .

(Alshawi, Missia & Irani, 2011) , . , , . - , , , , , , , , , , . - . - , , , , , . , , , .

, (Aversano & Tortorella, 2011). (. Balanced Scorecard - BSC). , (. Free/Open Source Systems - FlOSS) (Aversano & Tortorella, 2011). data mining , (Al-Mudimigh, Ullah & Saleem, 2009; Tsiptsis & Chorianopoulos, 2009). CRM (. Total Customer Relationship Management - TCRM) (Su, Tsai & Hsu, 2010).

, , . (van Doorn, Lemon, Mittal, Nass, Pick, Pirner & Verhoef, 2010; Kumar, Akzoy, Donkers, Wiesel, Venkatesan & Tillmanns, 2010). , (Verhoef, Reinartz & Krafft, 2010), , , , . (. customer-to-customer) (Libai, Bolton, Bugel, de Ruyter, Gotz, Risselada & Stephen, 2010; Hennig-Thurau, Malthouse, Friege, Gensler, Lobschat, Rangaswamy & Skiera, 2010).Aa , , .

1: (-)2.2. ( CRM, . Social CRM) , (Band & Petouhoff, 2010). CRM , . (Garcia-Crespo, Colomo-Palacios, Gomez-Berbis & Ruiz-Mezcua, 2010; Tuzhilin, 2012). CRM (Greenberg, 2010b; O'Reilly, 2007; Li & Bernoff, 2008; Woodcock, Green, & Starkey, 2011; Baird & Parasnis, 2011a, 2011b; Sarner, 2009; Winterberg, 2010; Band & Petouhoff, 2010; Charron, Favier & Li, 2006; Sarner et al., 2010; Wang & Owyang, 2010]: , ,

,

,

,

,

,

- ,

, , , ,

,

, ( ),

( ), . . - . (DeAndrea, Ellison, LaRose, Steinfield & Fiore, 2012). . , (Peppers & Rogers, 2011). , , (Stuart, 2009). , , (Baird & Parasnis, 2011b; Greenberg, 2010a; Tripp & Grgoire, 2011) . , . , , , , , . , (Schmidt, 2007). , . , (Stuart, 2009). (Boyd & Ellison, 2007) , (), . (. Social Network Service) . , (Radovanovi, 2010).e e e e e e e e e. e e CRM e e, e e e e, e e e, e ee ee , e e e e (Sarner, 2011; Baird & Parasnis, 2011b; Sarner, 2009; Wagner & Hughes, 2010; Woodcock, Green, & Starkey, 2011).

CRM . CRM , (Rappaport, 2010; Winterberg, 2010). () (Sarner, et al. 2010). CRM-, (Rappaport, 2010b; Reinhold & Alt, 2011; Sterne, 2010): (. Search Engines) - ,

(. Social Media Monitoring Tools) - , , (. Business Intelligence Tools) - , CRM-a, , ,

(. Social Network Analysis Tools) - . CRM- .2.3. - . , , , .

, . (Krishnakumar & Jayakumar, 2009):

, . .

, . , . , .

, ( , , (. SMS), (. MMS), , , .).

, . (. Knowledge Management System). , , .

, . , . . (. Student Relationship Management), , . , . , , , (Kumar, 2008). , , , , , . - , . - , , , , (), (), .

, . , : , . , . , , , . , (Almotairi, 2009): CRM , , , , , , , , .

2: SRM- (Bazil, 2004) 2 . , . . , . , . . , . . , , (Vuli, Labus & Mili, 2011).

, ( ). , , . , , . , . . , (, ), . , , , (, ) (Bogdanovic, Barac, Labus, Simic & Vulic, 2012).

2.4.

. , . (Sinisalo, 2010):

,

, ,

, , ,

,

, ,

,

.

push, pull (Sinisalo, 2010).Push , . . . , , , , . , pull . , . , , . . , push . , . , SMS . , , . , (Kert, 2011; Naismith, 2007; Rankovi, Abouhdema & Vaskovi, 2009; Laura, 2007). CRM (. Mobile Customer Relationship Management - mCRM). M CRM , . , . , (Sinisalo, Salo, Karjaluoto & Leppaniemi, 2007).

mCRM ( 3) (Sinisalo, Salo, Karjaluoto & Leppaniemi, 2007):

() - . mCRM CRM .

() - mCRM . ( ).

- . .

3: mCRM (Sinisalo, Salo, Karjaluoto & Leppaniemi, 2007) (Kukulska-Hulme & Pettit, 2007) . . (. self-service), () .

3. 2011. (Goasduff & Pettey, 2012):

, , , ,

Big data, (. Cloud computing).

3.1. , () , (Buttle, 2009) ( 4). . CRM , . () CRM- ( , , , ) (-, ). , CRM. CRM CRM , , .

4: CRM

, , . (Engelbert, 2007) , , ( 1). . . , , , . .

CRM

-

1: CRM (Villano, 2007) . , . :

o , , , , , , ,

.3.1.1. SugarCRMSugarCRM open source LAMP (. Linux or Windows, Apache or IIS, MySQL and PHP). SugarCRM MySQL, SQLServer i Oracle . SugarCRM-a . SugarCRM (Dineley, Borck & Mobley, 2009) on-demand, on-premise appliance , .SugarCRM , . , , SugarCRM .

3.1.2. Microsoft Dynamics CRM

Microsoft Dynamics CRM . Microsoft Dynamics CRM Microsoft- , . .

, , , , cloud- Microsoft Azure. , Microsoft Office Outlook- Microsoft Dynamics CRM-. , , (Microsoft Dynamics).

3.1.3. Salesforce CRM Salesforce CRM cloud computing-. , . Salesforce CRM , , . . , cloud .

Salesforce CRM . (Salesforce):

(: Salesforce Chatter, Salesforce Rypple, Salesforce Force.com),

(: Salesforce Sales Cloud, Salesforce Data.com, Salesforce Service Cloud, Salesforce Site.com),

(: Salesforce Heroku, Salesforce Radian6),

(: Salesforce Desk.com, Salesforce Do.com),

(: Database.com).

3.2. (. Learning Management System - LMS). Moodle LMS, . 700 . (Graf, 2005) Moodle . , .3.2.1. Moodle LMS

Moodle (. Modular Object Oriented Developmental Learning Environment) open source , SCORM (. Sharable Content Object Reference Model) . , , , . Moodle , . PHP (. Hypertext Preprocessor) , . Moodle : , , . XML (. Extensible Markup Language) Moodle-.

Moodle :

, , , , ,

.

, . Moodle- : (. upload) , , , , , , , .

:

,

, , ( , , - ), , (, , , , ),

.Moodle (, , -, , ), , , , , , . , , .

oodle- . () . . , . , . (. pop-up). , . , , / - . , , (. smilies), . . , , . ( , , , , , .). . , -. , . , (. ) , (doc, pdf, ppt, xls, ...). , . , Moodle : , , . . . Moodle- (Verbi & Tomi, 2009): - (. True/False), (. Multiple choice), (. Matching), (. Short answer), (. Essay), (. Numerical), (. Calculated), . Moodle- . 3.3. CRM- CRM , . (). , . . , . , .

CRM- , , , (Miloradovi, 2010). (SMS). SMS , 160 , . , . GSM (. Global System for Mobile Communication) 80- 20. . CDMA (. Code Division Multiple Access) TDMA (. Time Division Multiple Access) (Georgieva, Smrikarov, Georgiev, 2005). MMS (. Multimedia Messaging Service) (, , ). , . , . , , , , , . . . , . , (. , ). (. smart) , , (. Application Execution Envirnoment - AEE). (Pettey, 2011), Symbian, , iOS Blackberry.

3.3.1. . ( Apache ), Linux- Java , WebKit- SQL (. Structured Query Language) . Linux , GNU C (. GNU Compiler Collection), Linux . Java API- (. Application Programming Interface), 2S 2, (Lee, 2012).

, , , Wi-Fi. . (. Application Framework) . . Java . , , (. broadcast) .

(Lee, 2012):

- , ;

- ;

- ;

"" - ;

- (. Libraries) ;

- 2D 3D OpenGL (. Open Graphics Librari) , ;

- , .

(Lee, 2012):

- : GSM/EDGE, IDEN, CDMA, EV-DO, UMTS, Bluetooth, Wi-Fi, LTE WiMAX; SMS MMS ; - MPEG-4, AAC, MP3, MIDI, JPEG, PNG, GIF, BMP, .; ;

; Bluetooth;

Tethering - wireless hotspot;

.

5: (Lee, 2012)3.4. RSS XML , . . . , . ( 2.0) . , 2.0 . (Reinhold & Alt, 2012). , 21. . (eng. Social Network Media) . . , , . , , , , (Bradley & McDonald, 2011). , , . Facebook, Twitter, LinkedIn, Myspace, .

, . API- (. Open Graph), . LAMP- . PHP Hip-Hop- , .

, . MySQL , MySQL , . MySQL (. Joins), . : , ( MySQL); Memchashed ; . 6 .

6:

. , . (. - . Events, - . Photos), (Shiu, Fong & Lam, 2010). (. Developer Principles and Policies) . , , .

3.4.1. Facebook

, Facebook . Facebook 2004. , (. Mark Zuckerberg), (Facebook, Inc.) (Cheung, Chiu & Lee, 2011).

Facebook . , , , . , , , . . , , , Pay Per Click/Pay Pre View (Shiu, Fong & Lam, 2010). Facebook- : , , , , . Facebook , . a, . , , , .

3.5. Big Data

. 2.5 . . . .

, , , . , . , . . , , . , . (. Business intelligence). , . (Sauter, 2010): know-how ( ), know-who ( ), know-what ( , ), know-why ( ), know-when ( ) know-where ( ). CRM , Big Data . Big Data ( ) , . : , , , , () . , , , . Big Data . , . . : , , , (Manyika, Chui, Brown, Bughin, Dobbs, Roxburgh & Byers, 2011; Oracle, 2012). , , Big Data , : , , . , , Big Data.

Big Data . , . Big Data :

/ - . Big Data , . , //.../ .

- . .

- , . , . .

- . . , ( ). , () , .

Crowd sourcing - , . 2.0.

- , . .

Data mining - . Data mining e , . Data mining , , . data mining- , .

- , . , . .

- . .

- , . , . . , , . .

- . . .

- (. , ). , .

- , . . . , , Big Data . : - Google File System .

- , . Data Warehouse Data Mart. , .

- .

Cloud computing - . a . , : , ( ).

Data Mart - Data Warehouse, , . Data Mart . , .

Data Warehouse - . , Data Warehouse, .

- , . , .

Hadoop - .

- , . .

SQL (Structured Query Language) - .

- , Big Data. .

7: Big Data (Oracle, 2012)4.

4.1.

, . (Krishnakumar & Jayakumar, 2009). , . . , , , , (Grant & Anderson, 2002).

, , . . - (. blended learning). (. Course Management System - CMS) Moodle LMS. , (Despotovic, Bogdanovic & Barac, 2009). , , . , - . , , , . , , Moodle. (Despotovic, Bogdanovic & Barac, 2009): , , , , , , , , , , , . . . 4.2. , (Kumar, 2008). . , , . (Buttle, 2009).

8 (David, 2005). , , . . , ( ) . .

8: (David, 2005) 9.

9: (Thompson, 2011) . . . . , . , . . . . ( , , , , , , ). (Mihailovi, 1999).

, . , . , (Mihailovi, 1999). , . . , .

. . , . . , .

.

() . . , , , . (Vuli, Dadi, Radenkovi, Despotovi-Zraki & Bogdanovi, 2012):

() ,

,

() ,

() .

. SugarCRM, . - , , , Facebook , YouTube , , . . SRM

, , . .

, .

.

.

2: (Vuli, Dadi, Radenkovi, Despotovi-Zraki & Bogdanovi, 2012) 10 .

10: (Vuli, Dadi, Radenkovi, Despotovi-Zraki & Bogdanovi, 2012) , , . , . Leads SugarCRM-. , . .

, (SugarCRM Activity). -, Moodle- Facebook . .

3. SRM

, .

.

.

.

3: (Vuli, Dadi, Radenkovi, Despotovi-Zraki & Bogdanovi, 2012) . ( 11): , , , .

11: (Vuli, Dadi, Radenkovi, Despotovi-Zraki & Bogdanovi, 2012) 4 . SRM

.

Moodle LMS , . Moodle LMS-

.

, .

.

/

4: (Vuli, Dadi, Radenkovi, Despotovi-Zraki & Bogdanovi, 2012) () 12.

12: () (Vuli, Dadi, Radenkovi, Despotovi-Zraki & Bogdanovi, 2012) 5 () . SRM

.

, .

.

5: (Vuli, Dadi, Radenkovi, Despotovi-Zraki & Bogdanovi, 2012)4.3. (. cloud computing) (Sultan, 2010). Cloud computing . , , cloud (Srinivasa, Nageswara & Kusuma, 2009; Dong, Zheng, Yang, Li & Qiao, 2009). cloud (Costanzo, Assuncao & Buyya, 2009): (. Infrastrctre as a Service - IaaS), (. Platform as a Service - PaaS) (. Software as a Service - SaaS). cloud computinga , . . , . , - . O cloud computing , , .

:

( , -, , (. Document Management System - DMS), , , .);

(MS SharePoint Server, Moodle, Apache, MySQL, .);

; (, , .).

13: CRM (Vuli, Despotovi-Zraki, Bara, Labus & Bogdanovi, 2011) cloud-a . , . , (. image) . cloud , . , , , . . . : , (. Virtual Machine Manager - VMM); , , ; , . . . . (. firewall) .

cloud , : - Centos 5.6 64-; Xen - ; OpenNebula 3.0 - , ; ; Moosefs - ; Moodle 1.9 LMS Sugar CRM. 14 , . .

14: Cloud computing (Vuli, Bara & Bogdanovi, 2011)4.3.1. SaaS cloud computing cloud computing - . () (Bara, Bogdanovi, Mili, Jovani & Radenkovi, 2011). , . : ; ; , ;

;

.

. , , , , .4.3.2.

:

,

, , , , .5. . , , . . .

, .

, , , . .

.5.1. . - , . . , , . o, , open source , Moodle. . : , , . , :

, ,

, ,

,

.

:

,

,

.

, . , , .

5.2.

.

, ,

1. .-

-

-

-

2. -

- .

- .-

-

-

-

-

3. -

- , , .-

- UML

4.

( , )

( , )

-

- -

-

-

5. -

Sugar CRM

Moodle LMS

Cloud computing

6.

cloud computing

7.

8. -

- -

-

IIIIIIIVVVIVIIVIIIIXXXIXII

1

2

3

4

5

6

7

8

5.3.

1.

2.

3.

-

4.

5.

6.

7.

8.

6. [1] Almotairi, M. (2009). A framework for successful CRM implementation. European and Mediterranean Conference on Information Systems, July 13-14 2009, Crowne Plaza Hotel, Izmir.

[2] Al-Mudimigh, A.S., Ullah, Z., Saleem, F. (2009). Successful Implementation of CRM: The Role of Data Mining. International Conference on Computer Engineering and Applications.[3] Alshawi, S., Missi, F., Irani, Z. (2011). Organisational, technical and data quality factors in CRM adoption - SMEs perspective. Industrial Marketing Management, 40(3), pp. 376-383.

[4] Aversano, L., Tortorella, M. (2011). Applying EFFORT for Evaluating CRM Open Source Systems. Lecture Notes in Computer Science, SpringerLink, 6759(2011), pp. 202-216.[5] Baird, C.H., Parasnis, G. (2011a). From Social Media to Social CRM - Reinventing the Customer Relationship. Somers NY: IBM Global Services.

[6] Baird, C.H., Parasnis, G. (2011b). From Social Media to Social CRM - What Customers want. Somers NY: IBM Global Services.

[7] Band, W., Petouhoff, N.L. (2010). Topic Overview: Social CRM Goes Mainstream. Cambridge: Forrester Research Inc.

[8] Bara, D., Bogdanovi, Z., Mili, A., Jovani, B., Radenkovi, B. (2011). Developing adaptive e-learning portal in higher education. Proceedings on CD, 14th Toulon - Verona conference, Alicante, Spain.

[9] Bazil, K. (2004). CRM for Higher Education. USM PeopleSoft 6th Regional Conference.

[10] Bogdanovic, Z., Barac, D., Labus, A., Simic, K., Vulic, M. (2012). Student Relationship management in the cloud. Proceedings of 6th Imternational Technology, Education and Development Conference (INTED 2012), Spain, Valencia, 2012, pp. 1079-1088, L. Gomez Chova, A. Lopez Martinez, I. Candel Torres (eds.) ISBN: 978-84-615-5563-5.[11] Boyd, D.M., Ellison, N.B. (2007). Social network sites: Definition, history, and scholarship. Journal of Computer-Mediated Communication, 13(1), pp. 210-230.

[12] Bradley, A.J., McDonald, M.P. (2011). The social organization: How to use social media to tap the collective genius of your customers and employees. Harvard Business Review Press: Boston, Massachusetts.

[13] Buttle, F. (2009). Customer Relationship Management: Concepts and Technologies, (Second edition). Butterworth-Heinemann, Elsevier Ltd.

[14] Charron, C., Favier, J., Li, C. (2006). Social Computing - How Networks Erode Institutional Power, And What to Do About It. Cambridge: Forrester Research, Inc.

[15] Cheung, C.M.K., Chiu, P.-Y., Lee, M.K.O. (2011). Online social networks: Why do students use facebook? Computers in Human Behavior. 27(4), pp. 1337-1343.

[16] Costanzo, A., Assuncao, M., Buyya, R. (2009). Harnessing Cloud Technologies for a Virtualized Distributed Computing Infrastructure. IEEE Internet Computing, 13(5), IEEE Computer Society, pp: 24-33.

[17] David, B. (2005). Treating Students Like Customers. BizEd Magazine, March/April, pp. 44-47.

[18] DeAndrea, C.D., Ellison, B.N., LaRose, R., Steinfield, C., Fiore, A. (2012). Serious social media: On the use of social media for improving students' adjustment to college. The Internet and Higher Education, 15(1), pp. 15-23.

[19] Despotovic, M., Bogdanovic, Z., Barac, D. (2009). Methodology for Creating Adaptive Online Courses Using Business Intelligence, IPSI Bgd Internet Research Society New York, Frankfurt, Tokyo, Belgrade, 5(2), pp.27-35.

[20] Dineley D., Borck J.R., Mobley, H. (2009). Best of Open Source Software Awards 2009. InfoWorld.

[21] Dong, B., Zheng, Q., Yang, J. , Li, H., Qiao, M. (2009). An E-learning Ecosystem Based on Cloud Computing Infrastructure. Proceedings of the 2009 9th IEEE International Conference on Advanced Learning Technologies, ICALT 2009, 15-17 July 2009, Riga, pp. 125-127.

[22] Engelbert, N. (2007). Finding the right CRM solution to execute your institutions enrollment management strategy. AACRAO Technology Conference, Datamonitor, 15 July 2007.

[23] e-. , ,

[24] Garcia-Crespo, A., Colomo-Palacios, R., Gomez-Berbis, J.M., & Ruiz-Mezcua, B. (2010). SEMO: A framework for customer social networks analysis based on semantics. Journal of Information Technology, 25(2), pp. 178-188.

[25] Georgieva, E., Smrikarov, A., Georgiev, T. (2005). A General Classification of Mobile Learning Systems. International Conference on Computer Systems and Technologies - CompSysTech.

[26] Goasduff, L., Pettey, C. (2012). Gartner Says Top 10 Strategic Technologies Will Be Assimilated Into Management Tools. Gartner. : http://www.gartner.com/it/page.jsp?id=2044716. : 01.07.2012.

[27] Graf, S. (2005). Fostering Adaptivity in E-Learning Platforms: A Meta-Model Supporting Adaptive Courses. CELDA 2005, pp. 440-443.

[28] Grant, G.B., Anderson, G. (2002). Customer Relationship Management: A Vision for Higher Education. Jossey-Bass Inc, pp. 23-32.

[29] Greenberg, P. (2010a). The impact of CRM 2.0 on customer insight. Journal of Business and Industrial Marketing, 25(6), pp. 410-419.

[30] Greenberg, P. (2010b). CRM at the Speed of Light, Fourth Edition: Social CRM Strategies, Tools, and Techniques for Engaging Your Customers. McGraw-Hill Companies, Inc.

[31] Hennig-Thurau, T., Malthouse, E., Friege, C., Gensler, S., Lobschat, L., Rangaswamy, A., Skiera, B. (2010). The Impact of New Media on Customer Relationships. Journal of Service Research, 13(3), pp. 311-330.

[32] Kert, S.B. (2011). The use of SMS support in programming education. The Turkish Online Journal of Educational Technology, 10(2), pp.268-273.

[33] King, S-F., Burgess, T-F. (2008). Understanding Success and Failure in Customer Relationship Management. Industrial Marketing Management, 37(4), pp. 421-431.

[34] Krishnakumar K.,Jayakumar A. (2009). CRM in Education. : http://www.articlesbase.com/college-and-university-articles/crm-in-education-1033696.html. : 01.07.2012.

[35] Kukulska-Hulme, A., Pettit, J. (2007). Self-service Education: Smartphones as a Catalyst for Informal Collective and Individual Learning. Mlearn 07 mobile learning conference, Melbourne, Australia, 16-19 October 2007.

[36] Kumar, M. (2008). Customer Relationship Management in Services, Focus: Educational Institutions. ICFAI Business School/Hyderabad.

[37] Kumar, V., Akzoy, L., Donkers, B., Wiesel, T., Venkatesan, R., Tillmanns, S. (2010). Undervalued or Overvalued Customers: Capturing Total Customer Engagement Value. Journal of Service Research, 13(3), pp. 297-310.

[38] Laura, N. (2007). Using text messaging to support administrative communication in higher education. Active Learning in Higher Education.

[39] Lee, W-M. (2012). Beginning: Android 4 Application Development. Indianapolis, Indiana: John Wiley & Sons, Inc.

[40] Li, C., Bernoff, J. (2008). Groundswell: Winning in a World Transformed by Social Technologies. Boston: Harvard Business Press.

[41] Libai, B., Bolton, R.N., Bugel, M.S., de Ruyter, K., Gotz, O., Risselada, H., Stephen, A.T. (2010). Customer to Customer Interactions: Broadening the Scope of Word of Mouth Research. Journal of Service Research, 13(3), pp. 267-282.

[42] Manyika, J., Chui, M., Brown, B., Bughin, J., Dobbs, R., Roxburgh, C., Byers, A.H. (2011). Big data: The next frontier for innovation, competition and productivity. McKinsey Intiture.

[43] Mihailovi, D. (1999). Metodologija naunih istraivanja. Beograd: Fakultet organizacionih nauka.

[44] Miloradovi, N. (2010). Integracija mobilnih obrazovnih servisa u sisteme elektronskog obrazovanja, magistarska teza, Fakultet organizacionih nauka.

[45] Naismith L. (2007). Using text messaging to support administrative communication in higher education. Active Learning in Higher Education, Sage Publications, 8(2), pp.155-171.

[46] Oracle: Oracle Information Architecture. (2012). An Architects Guide to Big Data. An Oracle White Paper in Enterprise Architecture, Mart 2012.

[47] O'Reilly, T. (2007). What is Web 2.0 - Design Patterns and Business Models for the Next Generation of Software. International Journal of Digital Economics, 65(March 2007), pp. 17-37.

[48] Peppers, D., Rogers, M. (2011). Managing Customer Relationships: A Strategic Framework (Second Edition), Hoboken, New Jersey: John Wiley & Sons, Inc.

[49] Pettey, C. (2011). Gartner Says Sales of Mobile Devices Grew 5.6 Percent in Third Quarter of 2011; Smartphone Sales Increased 42 Percent. Gartner. : http://www.gartner.com/it/page.jsp?id=1848514. : 01.07.2012.

[50] Radovanovi, D. (2010). Internet paradigma, struktura i dinamika onlajn drutvenih mrea: Fejsbuk i mladi u Srbiji. In International Interdisciplinary conference "Problems of Adolescence", University of Oxford (UK), 26. June 2010, Panevako italite, Serbia, pp. 20-26.

[51] Rankovi, M., Abouhdema, A.Z., Vaskovi, V. (2009). Primena mobilnog marketinga u savremenom poslovanju. InfoM, asopis za informacione tehnologije i multimedijalne sisteme, 8(31), pp. 29-33.[52] Rappaport, S.D. (2010). Listening Solutions. Journal of Advertising Research, 50(2), pp. 197-213.

[53] Reinhold, O., Alt, R. (2011). Analytical Social CRM: Concept and Tool Support. In Proceedings of the 24th Bled eConference eFuture: Creating Solutions for the Individual, Organisations and Society, Bled, pp. 226-241.

[54] Reinhold, O., Alt, R. (2012). Social Customer Relationship Management: State of the Art and Leanings from Current Projects. In Proceedings of the 25th Bled eConference eDependability: Reliable and Trustworthy eStructures, eProcesses, eOperations and eServices for the Future, 17- 20 Jun 2012, Bled, Slovenia, pp. 155-169.

[55] Sarner, A. (2009). The Business Impact of Social Computing on CRM, Stamford: Gartner.

[56] Sarner, A. (2011). Social CRM: Means Business, Gartner.

[57] Sarner, A., Thompson, E., Mann, J., Dunne, M., Davies, J., Fletcher, C., et al. (2010). Magic Quadrant for Social CRM: Gartner.

[58] Sauter, V.L. (2010). Decision Support Systems for Business Intelligence, Second edition. Hoboken: New Jersey, John Wiley & Sons, Inc.

[59] Schmidt, J. (2007). Blogging practices: An analytical framework. Journal of Computer Mediated Communication, 12(4), pp. 1409-1427.

[60] Shiu, H., Fong, J., Lam, J. (2010). Facebook - Education with Social Networking Websites for Teaching and Learning. Lecture Notes in Computer Science, 6248, pp. 59-70.

[61] Sinisalo, J. (2010). Mobile Customer Relationship Management: A communication perspective. University of Oulu, Faculty of Economics and Business Administration.

[62] Sinisalo, J., Salo, J., Karjaluoto, H., Leppaniemi, M. (2007). Mobile customer relationship management: underlying issues and challenges. Business Process Management Journal, 13(6), pp.771-787.

[63] Srinivasa, R.V., Nageswara, R.N.K., Kusuma K.E. (2009). Cloud Computing: An overview. Journal of Theoretical and applied Information Technology, 9(1), pp. 71-76.

[64] Sterne, J. (2010). Text Analytics for Social Media - Evolving Tools for an Evolving Environment. North Carolina: SAS Institute Inc., pp. 1-17.

[65] Stuart, D. (2009). Social media metrics. Online, 33(6), pp. 22-24.

[66] Su, C-H., Tsai, A., Hsu, C-L. (2010). The TQM extension: Total customer relationship management. Total Quality Managementk, 21(1), pp. 79-92.

[67] Sultan, N. (2010). Cloud Computing for education: A new dawn?. International Journal of Information Management, 30(2), pp. 109-116.

[68] Thompson, E. (2011). Gartners View: CRM. Gartner.

[69] Tripp, T.M., Grgoire, Y. (2011). When Unhappy Customers Strike Back on the Internet. MIT Sloan Management Review, 52(3), pp. 1-8.

[70] Tsiptsis, K., Chorianopoulos, A. (2009). Data Mining Techniques in CRM: Inside Customer Segmentation. John Wiley & Sons, Ltd.[71] Tuzhilin, A. (2012). Customer Relationship Management and Web Mining: The Next Frontier. Data Mining and Knowledge Discovery, Online First, pp. 1-29.

[72] van Doorn, J., Lemon, K.N., Mittal, V., Nass, S., Pick, D., Pirner, P., Verhoef, P.C. (2010). Customer Engagement Behavior: Theoretical Foundations and Research Directions. Journal of Service Research, 13(3), pp. 253-266.

[73] Verbi, S., Tomi, B. (2009). Raunarski testovi znanja u softverskom paketu Moodle: Prirunik za nastavnike. Beograd: Zavod za vrednovanje kvaliteta obrazovanja i vaspitanja.

[74] Verhoef, P.C., Reinartz, W.J., Krafft, M. (2010). Customer Engagement as a New Perspective in Customer Management. Journal of Service Research, 13(3), pp. 247-252.

[75] Villano, M. (2007). Building Your CRM Short List: What You Need to Know Before You Buy. Talisma Corporation.

[76] Vuli, M., Bara, D., Bogdanovi, Z. (2011). CRM as a Cloud Service in E-education. 19th Telecommunications Forum (TELFOR), Beograd, Proceedings on CD, November 2011, pp. 1470-1473.

[77] Vuli, M., Dadi, J., Radenkovi, B., Despotovi-Zraki, M., Bogdanovi, Z. (2012). Social CRM metrics in e-education. Metalurgia International, 7(2012), pp.205-212.

[78] Vuli, M., Despotovi-Zraki, M., Bara, D., Labus, A., Bogdanovi, Z. (2011). Customer relationship management in e-education. Social responsibility in 21st century, Slovenia 2011, Zbornik radova, Viera uborova, Diana Camelia Iancu, Uro Pinteri (editors), Zaloba Vega, Ljubljana, pp. 460-472.

[79] Vuli, M., Labus, A., Mili, A. (2011). Primena mobilnih servisa za unapreenje CRM koncepta sistema elektronskog obrazovanja. InfoM, asopis za informacione tehnologije i multimedijalne sisteme, 10(39), pp. 55-60.

[80] Wagner, T. R., Hughes, J. (2010). Social CRM: The New Frontier of Marketing, Sales and Service. Dublin: Accenture.

[81] Wang, R., Owyang, J. (2010). Social CRM: The New Rules of Relationship Management. San Mateo: Altimeter Group.

[82] Winterberg, B. (2010). Tools and Techniques to Leverage Social Media. Journal of Financial Planning, 23(5), pp. 40-43.

[83] Woodcock, N., Green, A., Starkey, M. (2011). Social CRM as a business strategy. Journal of Database Marketing & Customer Strategy Management, 18(1), pp. 50-64.

[84] Microsoft Dynamics. O : http://crm.dynamics.com/en-us/home. : 01.07.2012.

[85] Salesforce. O : http://www.salesforce.com/company/news-press/press-releases/2009/02/090227-1.jsp. : 01.07.2012.

7.

1985. . . ( - ) 2009. 8,45. : - . - , , 2009/10. . () CRM 2010. 10 (). 10 (). , E , - 2010. . . , , 10. - .

:

( 2009/10. ),

( 2011/12 ), :

( 2009/10 ).

.

:

1. M. Vuli, J. Dadi, B. Radenkovi, M. Despotovi-Zraki, Z. Bogdanovi, Social CRM metrics in e-education, Metalurgia International, No.7-2012, pp.205-211, ISSN 15822214, SCI , 2010=0.154, (M23).

:

1. M. Vuli, M. Rankovi, V. Vaskovi, Metodoloki pristup procesu zatite sistema e-plaanja, InfoM, asopis za informacione tehnologije i multimedijalne sisteme, br. 35/2010, str. 12-18, Beograd, 2010, ISSN: 1451-4397, UDC:37.018.43:004.738.5, M52.2. M. Vuli, A. Labus, A. Mili, Primena mobilnih servisa za unapreenje CRM koncepta sistema elektronskog obrazovanja, InfoM, asopis za informacione tehnologije i multimedijalne sisteme, br.39/2011, str. 55-60, Beograd, 2011, ISSN 1451-4397, UDC 37.018.43:004.738.5, M52.3. A.Labus, A.Mili, M.Vuli, Uvoenje edutainment aktivnosti za unapreenje e-uenja, InfoM, asopis za informacione tehnologije i multimedijalne sisteme, br.40/2011, str. 51-58, Beograd, 2011, ISSN 1451-4397, UDC 37.018.43:004.738.5, M52. :

1. B. Radenkovi, M. Despotovi-Zraki, A. Labus, M. Vuli, Enhancing e-education process with social networking, SED 2011, 4th International Confrence Science and Higher Education in Function of Sustainble Development, Proceedings on CD, October 7-8, 2011

2. B. Radenkovi, M. Despotovi-Zraki, A. Labus, M. Vuli, Marketing of Educational Institution on Social Networks, International Scientific Conference: Digitalisation of Cultural and Scientific Heritage, University Repositories and Distance Learning, Proceedings of abstracts, 30 September 02. October 2011, editori: Aleksandra Vrane, Ljiljana Markovi

3. M. Vuli, M. Despotovi-Zraki, D. Bara, A. Labus, Z. Bogdanovi, Customer relationship management in e-education, Social responsibility in 21st century, Slovenia 2011, pp. 460-472, Zbornik radova, Viera uborova, Diana Camelia Iancu, Uro Pinteri (editors), Zaloba Vega, Ljubljana, ISBN 978-961-93138-1-7.

4. A. Labus, Z. Bogdanovi, M. Vuli, B. Radenkovi, M. Despotovi-Zraki, Application of social networks in education, Social responsibility in 21st century, Slovenia 2011, pp. 423-442, Zbornik radova, Viera uborova, Diana Camelia Iancu, Uro Pinteri (editors), Zaloba Vega, Ljubljana, ISBN 978-961-93138-1-7.

5. M. Vuli, D. Bara, Z. Bogdanovi, CRM as a Cloud Service in E-education, 19th Telecommunications Forum (TELFOR), Beograd, Proceedings on CD, November 2011, pp. 1470-1473, ISBN: 978-1-4577-1498-6, IEEE Catalog Number: CFP1198P-CDR, M33

6. Z. Bogdanovic, D. Barac, A. Labus, K. Simic, M.; Vulic, Student Relationship management in the cloud, Proceedings of 6th Imternational Technology, Education and Development Conference (INTED 2012), Spain, Valencia, 2012, pp 1079-1088, L. Gomez Chova, A. Lopez Martinez, I. Candel Torres (eds.) ISBN: 978-84-615-5563-57. M. Vuli, J. Dadi, K. Simi, . Mazinjanin, A. Mili, CRM e-government services in the cloud, 1st annual Governance in (post)transition conference, 12-14. april 2012, Otocec, Slovenia.8. A. Labus, K. Simi, M. Vuli, M. Despotovi-Zraki, Z. Bogdanovi, An Application of Social Media in eLearning 2.0, In Proceedings of the 25th Bled eConference eDependability: Reliable and Trustworthy eStructures, eProcesses, eOperations and eServices for the Future, 17-20. jun 2012, Bled, Slovenia, pp. 557-572.

9. K. Simi, M. Vuli, A. Labus, D. Bara, Developing service-oriented application for the educational cloud, In Proceedings of the 25th Bled eConference eDependability: Reliable and Trustworthy eStructures, eProcesses, eOperations and eServices for the Future, 17- 20 Jun 2012, Bled, Slovenia, pp. 324-332. :

1. M. Vuli, M. Rankovi, V. Vaskovi, Problemi upravljanja identitetima na Internetu, XVII Meunarodna konferencija YU INFO 2011, Kopaonik, 06-09. mart 2011, 63.

2. A. Labus, M. Vuli, D. Bara, Z. Bogdanovi, V. orevi, Primena koncepta uenja kroz igru u Moodle sistemu za upravljanje uenjem, E-trgovina, Pali, 06-08. april 2011, 63.3. M. Vuli, A. Labus, K. Simi, Unapreenje SRM koncepta primenom social cloud servisa, E-trgovina 2012, Pali, 25-27. april 2012, 63.

4. A. Labus, K. Simi, M. Vuli, Unapreenje procesa e-obrazovanja primenom drutvenih medija, E-trgovina 2012, Pali, 25-27. april 2012, 63.

5. K. Simi, M. Vuli, A. Labus, Unapreenje obrazovnog procesa primenom mobilnih cloud computing servisa, E-trgovina 2012, Pali, 25-27. april 2012, 63.

6. M. Vuli, A. Labus, M. Despotovi-Zraki, Implementation of CRM Concept in E-education, Zbornik radova na CD-u sa XIII meunarodnog simpozijuma SymOrg 2012, str. 601-607, 05-09. jun 2012, Zlatibor, ISBN 978-86-7680-255-5, 63.

:

1. , , 2010.

http://crm.dynamics.com/en-us/home

http://www.salesforce.com/company/news-press/press-releases/2009/02/090227-1.jsp

43

_1402702801.vsdCRM

_1402704097.vsdLinux Kernel

bluetooth

_1402705149.vsd / /

...

(Front office)

Moodle

IS PDS

Share Point

Speech Server

CMS

Live CMS

Exchange Server

HTTP, HTTPS, FTP

...

/

, , GPS

_1402751106.vsd,

_1402704221.vsd

_1402702880.vsd

_1402605893.vsd

SRM

_1402616666.vsd

_1402685928.vsd

_1402606024.vsd

_1402606592.vsd

_1402605925.vsd

_1402144593.vsd

:

_1402559722.vsd