Why Schools and Educational Institutions should give more emphasis on Customer Relationship Management?
By *Ameen Ahsan Strategy Consulting*
Nowadays, students expect more from their universities and colleges than relevant classes and interesting professors. Their needs have extended beyond the classroom and into all administrative processes of the institution.
Today’s students expect a high level of customer service—before and after enrollment—in all interactions with their institution.
Students that receive a high level of customer service when dealing with everything from enrollment to course registration, are more likely to remain enrolled in their institution. And retention can have a remarkably high impact on institutional operations. A recent study demonstrated that by retaining an additional 10 percent of customers, organizations can double their revenue.
Good customer service goes well beyond a friendly smile. Leading customer service is about forging long-lasting relationships between the student and their institution. There are numerous resources available for schools to strengthen the way that they communicate with their students. By streamlining these activities, staff have more time available to serve students.
Administrators looking to gain an edge in the customer service realm should consider all the factors that come into play when approaching Relationship Management. Majority of the educational institutions do not give sufficient emphasis on CRM, although it is among the more complex industries with huge volumes of customer’s to take care of. Customer Relationship Management begins while the customer is still a prospect. The first impression contributes to almost 40% of conversions in the education vertical. Hence it is important to identify the “First Touch points” and create a focused strategy to ensure a pleasant experience for the prospects.
First Touch Points could be an advertisement, your website or even a directory listing with user reviews. With the internet age, more and more prospects will be touching your institution online. So you need to have a good web presence. If you can provide enquiry forms, admission forms and others online, then your prospects immediately build a good opinion about your institution.
Ameen Ahsan Strategy Consulting
"where visions are realised"
7th Floor, Hi Lite Business Park, Calicut
*Kerala's finest experts for Feasibility Studies, Strategy Reports / Project Reports, Business Models and Vision Realisation*