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CRM Group Project

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Contents:

• Introduction

• Describe the power of CRM installed by KIC.

• Draw the right custo ser!ice"sales pro#le for KIC.

• CRM strategy that #ts with the KIC.

• $ro the CRM software%s listed which one do you belie!e is

suitable with KIC& '(plain and describe the software

ser!ices.

• References.

Introduction

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CRM * custoer relationship anageent + is referring to the practices and

technologies that copany use it to anage, record and e!aluate the

interaction between the copany and custoers, also to gather as uch

inforation about your custoers as possible in order to build long ter

relationships and in to increase satisfaction le!els.

 -he strategy of CRM is a part of relationship areting strategy which focus

in the di/erent ways to build a close relationship with custoer.

 -he CRM ain focus is to now the custoer ore so we can gi!e hi a

better o/er with a higher !alue, which lead the copany to success by

satisfying custoer.

In this report we are going to discuss about ipleenting the CRM in

Khwari0i college, by discussing the power of CRM and what ad!antages

Khwari0i will ha!e if they ipleent it, secondly will draw the rightcustoer ser!ice"sales pro#le for Khwari0i after that we will a CRM strategy

and in the end we will decide the ost suitable software for KIC.

Back ground about Khwarizmi college

 -he college started in 1234 it was the #rst pri!ate institution in 56'

accredited by the Ministry of 7igher 'ducation and 8cienti#c Research.

9y the tie KIC continued in growing success by ipro!ing a !ariety of

progras for the student, with high :uality of education.

The power of CRM installed by KIC.

Implementing CRM in KIC is important because it expands,

strengthens the relationship between students and the sta,

through certain procedure such , students implementing a strategy

!rst of all identify the student target, as well as ha"ing a

bac#ground about the students and how to satisfy them. Through

#nowing the courses which they are most interested in. also being

able to de"elop the student courses in line with the mar#et.

In order to deterine the power of CRM, we ha!e to incorporated a few

steps

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• Implement a strategy that to firstly identify your target customers. This would help the

firm to provide services that are beyond the expectation of the customers thereby making

them brand loyal.

• Deciding on the appropriate strategy is the key to deploy CRM approach. irms usually

adopt technology that!s too high tech and end up messing the most simplest of the things.

"ence# it!s advisable to employ some low tech alternatives such as handwritten notes and

follow up phone calls. In this way# they would be more effective than usual.

• The benefits of CRM should be measured in order to organi$e the monitoring process.

%ith the help of effective monitoring# there is a thick chance of converting a huge CRM

expense into an investment that would most likely increase the profits and provide

customers with an excellent experience.

• To develop the most apt customer strategy# the firm should keenly research about their 

customer!s needs in order to fulfill the purpose.

$uild the right relationship the right way:

To build the right relationships in the right way re%uires more

than the comprehensi"e students "iew a"ailable from CRM

pac#age. &irst, you need to #now what relationships are right for

your organi'ation and this in"ol"es examining your students

strategy, right relationships depend on:

 

(rgani'ational personality

Company and industry characteristics

)eographic location

*roducts and ser"ices oered

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(nce you #now what #ind of relationships you want to

create and #eep, then you will #now something about

students loyalty+s pro!le this pro!le depends on such things

as:

hat product or ser"ice "alue proportions will satisfy them

 

-ow willing the students are to commit to an ongoing

relationship

-ow li#ely are they to recommend you to others

The right customer ser"ice sales pro!le for KIC

In order to build a right custoer ser!ice" sales pro#le for KIC we ha!e to put

in consideration soe aspects, 8uch as

• 7a!ing an online front in the organi0ation will satisfy its local and

international staeholders, lie online areting and '=coerce.• Pro!iding good training sessions for anagers will let the wor

e/ecti!ely with all inforation associated to the organi0ation.

CRM shape chosen for KIC

 -here are three basic Custoer 8er!ice"8ales Pro#les -he pyraid, the

7ourglass and the 7e(agon.

 -he ost suitable shape for Khawarizmi International College is the 7e(agon

Pro#le shape, which describes a business that is !ery stable and all the le!els

of this pro#le are ind of di/erent fro each other.

KIC has to focus on >Repeat custoers? aspect which is the ey of its

success.

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@e!el 1 Initial transactions

 -his le!el focuses on initial interactions,

it%s a foundation for e!ery business or

organi0ation.

 -he #rst step for retaining custoers

is to deal carefully with the and understand their needs, so KIC sta/ will

pro!ide the with ser!ices beyond their e(pectations.

 -he second step is to arrange di/erent degrees and !arious progras, such

as Diploa or 9achelor degree for 9usiness, I-, $ashion Designing, Graphics

and others. 6lso aing it ore Ae(ible in tiings for its custoers, KIC

pro!ide courses at orning or e!ening, in weedays or weeend as well.

@e!el ) Repeat Custoers

6t this le!el KIC is focused on getting custoers bac for any ties for

ore ser!ices for e(aple, gaining another progra in diploa or continuing

at the sae #eld but higher degree lie bachelor.

Getting custoers bac clari#es that they were satis#ed with their pre!ious

e(perience thereby gi!ing a scope of a stronger relationship and eotional

attachent.

@e!el; Custoer 6d!ocates

 -he #nal le!el ais at ha!ing all the loyal custoers at KIC, who were

satis#ed and willing to ser!e as the brand abassador of KIC and capaign

for their !arious e!ents or educational departents.

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/esign a CRM strategy that !ts with the KIC

 -he educational sector is growing rapidly and the copetiti!e edge is getting sharperand harder to copete with. -hus, uni!ersities should turn to Custoer RelationshipManageent *CRM+ systes to gi!e the the opening in foring a connection andbond with their students.

CRM is a anageent syste that analy0es and onitor di/erent sets of data and tiestaps to run conclusions in order to o!ercoe"ipro!e hurdles. CRM could be used in6l Khawari0i to achie!e the following

• *arental In"ol"ement CRM can help eep parents infored on what ishappening in the progra fro schedules, content, percent copleted,attendance and also student achie!eent in reports and e(ainations.

• 0tudent Centrali'ed database CRM can act as the uni!ersity%s centrali0eddata hub across the departents which could contain inforation aboutindi!idual%s grades, classes, breas, CGP6 and copleted courses.

• Monitor 1dmission and 2nrollment CRM allows the tracing of future

student%s interactions with the uni!ersity and highlight cases that need attentionand in order to attract the students. -his also allows the uni!ersity to identifypossible reasons for losing clients to copetition which will allow the uni!ersityto tacle the cause. CRM tracs students inforation and interactions fro theadission%s stage and up to their graduation.

• MeasureMonitor the studentdepartment+s performance CRM couldanaly0e the departent perforance and copare it with its copetition whichwill gi!e an idea for ipro!eent in either the :uality of course or :uality ofinstructors. In addition CRM can calculate each indi!idual%s GP6 and report it tohis guardian and school authority.

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• Create and monitor e"ents CRM enables the uni!ersity to create a webconnection with all its contacts to plan and onitor the progress of arete!ents or e!ents created by the uni!ersity for the student%s sae. '!ents couldinclude international day, bae sale day and any other charity e!ent.

• Centrali'ed data hub of possible donors CRM%s database enables the

uni!ersity to trac possible donors and notify the of all possible charity sessionand their causes. -his increases the interaction with the and encourages theto interaction for a good cause or increase their networ connection.

 -he process of choosing a CRM is a daunting one because any di/erent factors coeinto play. -hus, according to 8I Consulting 8oftware 8er!ices, when considering CRMas a ust, the following :uestion are the ain concepts to thin of

Ehat do you want to achie!e fro CRM& Ehat are your technical and non=technical re:uireents& Eho will lead the project of applying CRM into the uni!ersity&

CRM3 is a thorough approach to tacle and onitor the ; ain pillars which are*eople, *rocesses and Technology. 6ccording to 8I Consulting 8oftware 8er!ices,the three pillars are detailed below

• *eople: 6naly0e the copetences of the sta/ in Presentation 8ills, Fbjection7andling, 6ccount Manageent and Fpportunity Manageent.

• *rocesses: 6naly0e the !alue of the below processes such as Incenti!e6lignent, -ea Manageent, 6ccount Manageent and FpportunityManageent.

• Technology: In!estigate the technological re:uireents for Reporting,Inforation EorAow, Databases, Designs and appro!al authorities.

CRM will allow to the uni!ersity to assess the strengths and weanesses of each

indi!idual eleent and hence create and ipleent a plan to ipro!e and prosper. Inaddition, CRM; will onitor all the ipleented strategies to re=analy0e the industrystatus and act accordingly.

which software do you belie"e is suitable for KIC3 2xplain

and describe the software ser"ices.

Microsoft /ynamics

Microsoft Dynaics is a line of enterprise resource planning *'RP+ and

custoer relationship anageent *CRM+ software applications. Its focus

industries are retail, ser!ice, anufacturing, #nancial ser!ices and public

sector. Microsoft Dynaics pro!ides business solutions for both sall

ediu businesses and 'nterprise.

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It is a suite of easy=to=learn and easy=to=use business solutions tailored to the

aret, designed for the business si0e, and dedicated to growing the

business through happy custoers. Microsoft Dynaics o/ers a full range of 

software focused on deli!ering business insights that atter to both

copany and its custoers

1d"antages of Microsoft dynamics

1= It o/ers business Ae(ibility to atch with rapidly changing businessre:uireents

)= 6 !ery strong CRM solution includes the Manageent Reporter,

dashboards, balanced scorecards, data warehousing and collecti!elydeli!er a powerful business intelligence solution

;= Good 'RP"CRM global support, with ulti=currency and ulti=languagecapabilities

/isad"antages of Microsoft /ynamics

1= it fails to tae ad!antage of the lessons learned fro consuertechnologies and does not deli!er a rewarding user e(perience =

)= Microsoft is e(treely behind in recogni0ing and deli!ering social

business solutions

0alesforce

8alesforce.co is a cloud coputing copany head:uartered in 8an

$rancisco, California. -hough its re!enue coes fro a custoer relationship

anageent *CRM+ product, 8alesforce also tries capitali0ing on coercial

applications of social networing through ac:uisition. 6s of )14, it is one of 

the ost highly !alued 6erican cloud coputing copanies with a aret

capitali0ation of H4 billion.

1d"antages of salesforce

1= 8alesforce co!erage is the leader in custoer relationshipanageent on deand.

)= -he syste o/ers a wide range of applications for custoer

relationship anageent , id=aret , sall businesses andorgani0ations , with an ephasis on sales and support.

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;= 8alesforce for Futloo allows users to synchroni0e contacts and

calendars, and e =ail essages, and tass of each location to reducethe e/ect of the double entry.

/isad"antages of salesforce.

1= 8oe users face diculties in the transition between transactions. 8oe

ha!e to go through ultiple screens to process transactions.)= 8alesforce has its own aintenance schedule since runs on its own cloud

ser!er. 6s a result, there are ties that the application will not be accessible.;= 5sers can also lose a personal touch as in the process of autoation

Infusionsoft

Infusionsoft sipli#es sales and areting e/orts, pro!iding e!erything

they need in one syste on the Internet. Designed speci#cally for sallbusinesses, including Infusionsoft all aspects of the areting lifecycle.

1d"antages of Infusionsoft

1= 5se Infusionsoft autoation, eail areting, and the bene#ts of social edia to attract and con!ert prospects.

)= 9esides powerful CRM functionality that allows you to record hottesttracs, and optii0e sales and close ore deals.

;= '=coerce tools help dri!e sales online, and autoate coplianceand get repeat sales.

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4etsuite

et8uite CRM is a coplete solution for sall and idsi0e custoer

relationship anageent. etsuite can ae it possible for increasing

business eciency by o/ering !arious processes that include shipping

et8uite welcoes thousands of custoers worldwide, ser!ing industries

such as wholesale distribution, anufacturing and edia " publishing and

retail.

1d"antages of 4etsuite

1= et8uite CRM pro!ides powerful functions in the autoation of thesales and e=coerce, data anageent , custoeranageent and partner relations , and areting analysis and other.

)= -he iPhone et8uite application e(tends the functionality of the

progra to the obile de!ice.;= 6nalysis functions are distinguished by their ability to integrate data

erge front oce and bac=oce with senior anageent in a orecoprehensi!e organi0ation.

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= et8uite%s CRM o/ers custoers a wide range of features. In addition

to sales autoation and opportunity anageent, it also has sales

predicting, coission anageent, and upsell anageent.

= It pro!ides ore self=ser!ice capability for students in dealing with the

adinistration. Eith CRM software applications and the web 5ni!ersities canlet students get the inforation they need online and handle routine jobs

unassisted. -his aes life easier for the students and taes a load o/ 

adinistrators.

= et8uite Maintains a con#red record of accoplishent of 

achie!eent and client satisfaction.

= 5pdate and autoate uch of the enrollent paperwor that runs a

odern uni!ersity. $or e(aple, a well=anaged student syste aes it

easier to eep trac of who has applied to the school, systeically ad!ancetheir application, and autoatically organi0e with housing, #nancial aid,

scholarships and other related progras.

= Reduced cycle ties, student eciencies and cost sa!ings.

= -racing the applications and adissions process and counicating

with students once they enroll.

= Contacts can be synchroni0ed ore regularly and eciently, for ost

uni!ersities this can represent a ajor sa!ings in tie and e/ort.

= -his can protect the data of the copany through daage fro any

ind of theft. -here is possibility to secured data fro natural disaster also

reduces the tie for reco!ery of the data.

Conclusion

9e sure to reeber that no atter what si0e your copany ay be, CRM is

!ery iportant. ew technology is a!ailable and using it eeps your CRMtechni:ues up to date is !ery iportant. 6s you use new strategies and

custoer centered !alues your CRM will ipro!e. It is !ery iportant to use

good CRM to ipro!e the relationship between your copany and your

custoers. 7appy custoers will result in ore sales for your copany.

'nsuring that you ha!e good CRM will help o!e your copany forward to a

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successful future. 9e sure to eep your copany on the path toward success

and eep your CRM in tiptop shape.

References:

http""www.pondiuni.edu.in"sites"default"#les"Custoer=

Relarionship=MG-=)B)1

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597 Custoer Relationship Manageent, 8I Consulting 8oftware 8er!ices, )14, cited)3"")14, 6!ailable at 7--Phttp""www.s1consulting.co.au"custoerrelationshipanageent.asp(

http""www.softwaread!ice.co"cr"netsuite=cr=software=pro#le"http""www.ic.ae"http""www.erpsearch.co"dynaics=a(=strengths.phphttps""en.wiipedia.org"wii"8alesforce.cohttps""en.wiipedia.org"wii"MicrosoftQDynaicshttps""www.icrosoft.co"en=us"dynaics"default.asp(http""www.erpsearch.co"dynaics=a(=strengths.phphttps""salesforce);.wordpress.co"ad!antagesdisad!antages"https""www.con!ertwithcontent.co"infusionsoft=pros=cons=list=part=two"

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