An Alumni knowledge management model for sustainable higher education and research institution management

Abstract

The purpose of the research is to study the application of customer knowledge management (CKM) in alumni relations management (AR) at universities. It reviews various roles of alumni and cases where particularly the customer role can be attributed to alumni and university relationships. CKM is one part of the knowledge management process which focuses on capturing, saving and reusing customer knowledge. Universities are not an exception and their customer knowledge means valuable competitiveness. The authors describe a unique model that has been developed for alumni-CKM and can be applied by AR managers.