CRM

A Vision for Higher Education Through CRM

Submitted to : Mrs. Divya Sagar Submitted by : Group No.9

INDEX:
INTRODUCTION
IMPLEMENTATION OF CRM BUSINESS STRATEGY IN HIGHER EDUCATION IMPACT OF CRM IN HIGHER EDUCATION ADVANCEMENT CONCEPTS FOR INSTITUTION RETURN ON INVESTMENT OF CRM BUSINESS STRATEGY CONCLUSION FUTURE PLANNING

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 larger

percentage 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.

Number of Secondary School Graduates (000s) 3,350 3,300 3,250 3,200 3,150 3,100 3,050 2006 2007 2008 2009 2010 2011 2012 2013 2014

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 entryway

into other mission-critical applications such as SIS and ERP.

A strategy first and a solution second dont fall into the

fool with a tool trap with CRM.

KEY DEFINITION

CRM is a strategy, often supported by technology, for more effectively managing relationships with key constituency groups, such as prospective students, faculty or alumni.

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

Institutional goals

Strategy

What does your institution need to accomplish in order to realize its mission?

CRM in Higher Education

What does your institution intend to do in order to accomplish its goals?

Execution

What tools & resources does your institution need in order to accomplish its goals?

High Level Process Model

Management & Governance Processes
Financial Management & Control HR Management & Development Quality Assurance & Enhancement

Student Acquisition Student Management & Support Core Processes Teaching, Learning & Assessment Research, Development & Enterprise
Planning Estates & Facilities Learning Support & ICT

Core Outputs

Infrastructure Processes

Implementation on CRM

A New Approach to CRM for Higher Education

Web-based alternative to CRM for Higher Education

designed to be flexible and configurable to the needs of your institution, whether you choose to implement on a departmental or program level, or across an entire institution.

Example
While UK higher education institutions are extremely

successful in attracting international students to study in the UK there are also opportunities for growth in online and more flexible patterns of provision which combine UK and home country study; online, blended and on-campus UK experience. However, universities in many countries are strong competitors to the UK for these markets, and private sector providers are moving in quickly and aggressively.

The Impact of CRM on the Higher Education Enterprise

Students
University Administration Faculty

Student Application Admissions SelfService

Grade Posting

Enrollment

Registrar

External Focus

Class Schedule
Payment Records

Records Access

Finance

Student Progress

Advancement
The objective is to sell the organizations mission to

donors. Success is measured by how often gift-giving solicitation results in taking an order.
The CRM approach identifies, selects, and generates lists of

targeted customers with current information to build constituencies that continue gift giving long after they or their sons or daughters have graduated.
The ultimate goal is to entice donors to contribute in the

future without direct solicitation.

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 tuition balances, inquire about current academic standing, and look up facility changes for classes all on the Internet.

The Institution
Students, alumni, faculty members, and staff members can

access and update information from any Web enabled device, anywhere in the world.
The needs of the customer base become the focus rather

than the rigid process structure that is the focus of todays systems.
Administrative systems are seamlessly integrated with

instructional computing and communications systems.

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

Conclusion
Faced with widespread economic, technological, and

cultural change, academic institutions are looking to enhance the value and effectiveness of their existing customer relationships, while attracting new and loyal customers. As institutions begin embracing e-business and e-learning, the driving forces behind CRM will become even stronger. The concept of students, alumni, faculty members, and staff members as customers will become a competitive imperative with profound impact on how colleges and universities attract, retain, and serve customers of all types.

The road ahead for CRM in higher education

Advanced functionality, such as multi-channel capabilities,

automated workflows and analytics, will become widely adopted.

CRM will move out of the admissions office and expand

across the entire student lifecycle to include retention and development.

Institution-wide implementations of CRM will become

increasingly pervasive.
The boundaries between CRM and other mission-critical

applications will fade.

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