3rd crm ppt

8/3/2019 3rd crm ppt

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CRMA Vision for Higher EducationThrough CRM

Submitted to : Mrs. Divya Sagar

Submitted by : Group No.9


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INDEX:

INTRODUCTION

IMPLEMENTATION OF CRM BUSINESS STRATEGY IN HIGHEREDUCATION

IMPACT OF CRM IN HIGHER EDUCATION

ADVANCEMENTCONCEPTS FOR INSTITUTION

RETURN ON INVESTMENT OF CRM BUSINESS STRATEGY

CONCLUSION

FUTURE PLANNING


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Why should higher education be thinking about CRM?

The number of secondary school graduates will start to decline

in 2010.

Other English speaking countries are actively seeking a largerpercentage of the international student market.

Alternative education models, particularly those offered by for-

profit institutions and online programs, are creating a more

broad and attractive set of options for students.

Doing more with the less or same has become a permanent part

of the education landscape.


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Number of Secondary School Graduates (000s)

3,050

3,100

3,150

3,200

3,250

3,300

3,350

2006 2007 2008 2009 2010 2011 2012 2013 2014


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What is CRM for higher education?

It is focused on facilitating interactions between the

institution and key constituency groups.

While the portal serves as the door, CRM is the entrywayinto other mission-critical applications such as SIS and

ERP.

A strategy first and a solution second dont fall into the

fool with a tooltrap with CRM.CRM is a strategy, often supported by technology, for moreeffectively managing relationships with key constituencygroups, such as prospective students, faculty or alumni.

KEY DEFINITION


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Selecting a CRM solution must be based on its abilityto execute your institutions CRM strategy

Strategy

Execution

Institutional goals

CRM inHigher

Education

What does your

institution need

to accomplish in

order to realize

its mission?

What tools & resources does your

institution need in order toaccomplish its goals?

What does your

institution intend

to do in order to

accomplish its

goals?


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Management & Governance Processes

Financial Management

& Control

HR Management &

Development

Quality Assurance &

Enhancement

Planning Estates & Facilities Learning Support &

ICT

Infrastructure Processes

StudentAcquisition

Student Management & Support

Teaching, Learning & Assessment

Research, Development & Enterprise

Core Processes Core Outputs

High Level Process Model


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Implementation on CRM


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A New Approach to CRM for Higher Education

Web-based alternative to CRM for Higher Educationdesigned to be flexible and configurable to the needsof your institution, whether you choose to implementon a departmental or program level, or across an entireinstitution.


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Example While UK higher education institutions are extremely

successful in attracting international students to study inthe UK there are also opportunities for growth in online

and more flexible patterns of provision which combine UKand home country study; online, blended and on-campusUK experience. However, universities in many countries arestrong competitors to the UK for these markets, and

private sector providers are moving in quickly andaggressively.


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The Impact of CRM on the HigherEducation Enterprise

UniversityAdministration

FacultyStudents

Grade

Posting

RecordsAccess

Admissions

StudentProgress

Payment

Enrollment

Student

Application

Class

Schedule

Registrar

Records

Finance

ExternalFocus

Self-Service


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Advancement

The objective is to sell the organizations mission todonors. Success is measured by how often gift-givingsolicitation results in taking an order.

The CRM approach identifies, selects, and generates lists oftargeted customers with current information to buildconstituencies that continue gift giving long after they ortheir sons or daughters have graduated.

The ultimate goal is to entice donors to contribute in thefuture without direct solicitation.


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CRM For Student & Faculty

Internet, and intranet technologies

to give students and employees quick and efficient access

to a wide variety of services and information.

rooms, equipment, media, and other campus services.For example,

students can apply for campus services, view their tuitionbalances,

inquire about current academic standing, and look upfacility changes for classes all on the Internet.


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The Institution

Students, alumni, faculty members, and staff members canaccess and update information from any Web enableddevice, anywhere in the world.

The needs of the customer base become the focus ratherthan the rigid process structure that is the focus of todayssystems.

Administrative systems are seamlessly integrated withinstructional computing and communications systems.


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What Is the Return on Investment (ROI)

of a CRM Business Strategy? Increased revenue through improved recruitment and

retention

Reduced recruitment costs

Improved customer service

Quicker yield conversions

Improved customer satisfaction


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Conclusion

Faced with widespread economic, technological, andcultural change, academic institutions are looking toenhance the value and effectiveness of their existingcustomer relationships, while attracting new and loyal

customers. As institutions begin embracing e-business ande-learning, the driving forces behind CRM will becomeeven stronger.

The concept of students, alumni, faculty members, and

staff members as customers will become a competitiveimperative with profound impact on how colleges anduniversities attract, retain, and serve customers of all types.


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The road ahead for CRM in higher education

Advanced functionality, such as multi-channel capabilities,automated workflows and analytics, will become widelyadopted.

CRM will move out of the admissions office and expandacross the entire student lifecycle to include retention anddevelopment.

Institution-wide implementations of CRM will becomeincreasingly pervasive.

The boundaries between CRM and other mission-criticalapplications will fade.

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