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CRM – A Vision for Higher Education

CRM – A Vision for Higher Education. 06 PBM Faiza Nur Hanifah (1501180382) Chandra Vasandani (1501193113). What is CRM?.

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CRM – A Vision for Higher Education

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  1. CRM – A Vision for Higher Education 06 PBM FaizaNurHanifah (1501180382) Chandra Vasandani (1501193113)

  2. What is CRM? According to Gary B. Grant and Greg Anderson Customer relationship management (CRM) is a both of business and a set of discrete software tools and technologies, with the goals of reducing costs, increasing revenue, identifying new opportunities and channels, for expansion and improving customer value, satisfaction, and profitability.

  3. The Focus of CRM for Higher Education • Automating and improving the institutional process associated with managing customer relationships in the area of recruitment, marketing, communication management, service and support.

  4. Benefit of CRM for Higher Education • Allow interaction with the college or university - Student (interaction with and between the admission, registration, financial aid, student accounts, and housing offices). - faculty / staff member (optimize interaction with departments administering benefits, payroll, staff training, IT, or facilities). • Provides a clear and complete picture of each individual and all the activities pertaining to the individual.

  5. Why Implement a Higher Education CRM Business Strategy Departments and offices work as separate entities in many colleges and universities today. It is often very difficult for these different institutional functions to focus on their customers in a coordinated fashion. CRM solutions aim to eliminate the organizational stovepipes that hamper proactive customer interaction. CRM applications are also designed to increase the effectiveness of staff members who interact with customer or prospect. CRM solutions that tie directly to ERP systems provide institutions to defined and satisfy customers needs.

  6. An Example of CRM in Higher Education • Support the student during admissions and recruitment process. • Marketing and campaign management processes and applications.

  7. The Impact of CRM on the Higher Education Enterprise • Students (more control of their learning environment) • Administrators (more productive, rewarding, and satisfying activities) • Faculty members (access student learning profiles to prepare custom learning options for students who having difficulties) • The Institutions (delivers new conceptual and structural framework for directing institutional activities to attract and retain its various customers)

  8. ROI of a CRM Business Strategy • Up to 42 percent increase in revenue • Up to 35 percent decrease in cost of sales • Up to 80 percent decrease in order errors • Up to 25 percent reduction in the length of sales cycle • Up to 2 percent increase in margins • Up to 20 percent increase in customer satisfaction ratings For colleges and universities, these could translate into : • Increased revenue through improved recruitment and retention • Reduced recruitment costs • Improved customer service • Quicker yield conversions • Improved customer satisfaction

  9. Reference & Credits Credit Gary B. Grant and Greg Anderson, Customer Relationship Management : A Vision for Higher Education References Kotler,P., and Fox,K. Strategic Marketing for Educational Institutions. Englewood Cliffs, N.J.: Prentice Hall,m 1995.

  10. THANK YOU

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