Dear ladies and gentlemen, the topic of our presentation is Customer relationship management at Khwarizmi International College. I would like to start with a small introduction and explain what CRM is and what practical applications it may have for the college of our choice.
Slide 2. Introduction
The customer relationship management encompasses all the aspects of interaction of a company with its customers. It usually includes the following aspects: former, current and potential customers plus business-customer interactions. CRM widely uses technology and e-commerce to bring more customers and make them loyal.
Slide 3. KIC case
KIC is a great example of how CRM can be used to promote its services (a high-quality education) and attract new students with regard to their individual abilities and interests. KIC uses website to demonstrate its commitment to learning process. Moreover, it made a clear plan to bring more customers and make the occasional visitors the loyal customers. I also suggest that making an online registration form will only enhance the institution’s performance.
Slide 4. Advantages of CRM in business
Before we analyze the usage of CRM in the education sphere one should clearly understand what advantages it brings to business. CRM adds value to customer-business relationship making its customers loyal. Modern business functions under the circumstances of a high competition, therefore, making a customer loyal will contribute to the company’s long-term development. CRM creates two-way communication using the Internet technologies. Any student is a sort of a customer who wants to be heard; therefore, CRM helps to establish constant contacts with its customers and keeps them updated regarding all main changes and innovations. A customer will never use the service if it does not help him make good decisions. A good university like any other service should use CRM to help its customers (i.e. students) to make well-informed decisions. Finally, using CRM techniques helps the company or organization to collect information to reach the target groups effectively and provide better services.
Slide 5. CRM is about quality
CRM enhances the organization’s quality by offering committed and motivated employees who provide best possible assistance. The university staff is the one that spends most time with students, offering them their services (education). CRM helps the university staff to find out more about its students and offer best suitable learning programs as well provide assistance whenever needed. CRM in the college provides an opportunity to influence the relationships with customers. An effective self-service system of navigation is usually combined with chat and e-mail support. Finally, CRM strategies should combine institution’s objectives and mission with students’ expectations to provide a high-quality education.
Slide 6. CRM strategy for the International College
A successful CRM strategy should offer students enough flexibility that allows personal growth in the chosen college. A 360 degree view of the student should be an integral part of the educational process in order to find the best possible approach to every student. CRM strategy should always aim at high standards that provide competitive advantage for the institution. Finally, the stakeholders (students) should be valued more than profit to be successful in a long-term run.
Slide 7. The Pyramid Profile
The pyramid profile is the right custom sales/service profile for KIC since the institution should focus more on the initial interaction customers for enrollment and less on the customer advocates. In that way the college improves on the increasing numbers of students taking higher education. The repeat customers should also be given a slightly higher emphasis as compared to the customer advocates
Slide 8. Microsoft Dynamics CRM
Microsoft Dynamics is CRM software for educational management. It provides a broad range of opportunities to enhance the student’s performance at lower costs. The list of all benefits from using this software includes:
- Easy accessibility;
- Cost effectiveness;
- High quality;
- Maximization of the enrollment number;
- Constant updates;
Our group considers this software to be the best CRM tool for Khwarizmi International College.
Slide 9. Conclusions
- CRM makes an effective tool to gain students for KIC;
- CRM helps to make the experience of every student unique;
- Successful CRM strategies provide the International College with advantage over their competitors.