3rd crm ppt
TRANSCRIPT
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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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