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 With the onset of global trade, competition among businesses has been redefined as local firms face off with foreign firms. This has driven firms into adopting and implementing new and innovative approaches to trade such customer relationship management (CRM). CRM strategy enables a firm to remain ahead of its competitors by interacting with its clients better.


CRM is the best-suited approach to create and maintain a relationship with clients. This is because CRM creates a strong bond among different stakeholders, which drives businesses to new levels of success.CRM is the best-suited approach to create and maintain a relationship with clients. But why? Lee Flynn explains.


CRM is concerned with understanding both the current and prospective customers. In the education sector, for instance, students are the consumers of the services offered by learning institutions. The importance of an institution nurturing a relationship with students cannot be emphasized enough as it enhances the understanding of their needs and behaviors.


CRM allows a learning institution to react to the changes in students’ behavior by adapting to them. Apart from enabling the learning institutions to interact better with students, employing CRM in the education sector also play other important roles.


Target customer CRM

Since CRM is about understanding the customers, getting to know students better helps to fine tune education services. It also allows institutions to adopt strategies and products that match the needs of their consumers.


Through a targeted approach, CRM reduces the chances of an organization failing to meet its customers’ needs. It allows institutions to consider approaches in marketing that provide greater returns. Using CRM in targeting a group of consumers helps to improve the quality of products and services being offered. As a result, it can lead to higher sales and growth while increasing customer loyalty at the same time.


CRM creates superior communication channels

Technology has evolved to provide a variety of communication channels. This gives businesses an opportunity to choose the most appropriate channel to communicate with its consumers. There are both online and offline means that can be used.


A communication channel enables business organizations to interact with its consumers and address their needs. Having an effective CRM strategy in an organization is crucial if its management is to improve their customer's’ experience.


CRM improves customer experience

CRM is about improving and building vibrant relationships with the customers. This enables them to enjoy a positive experience when interacting with a brand. Customer experience is making sure that the business is acquainted with the experiences that customers have with a brand and their reactions to changes.


Using CRM helps to manage both the positive and negative customer experiences with the brand. This means that nurturing customer experience is part of the CRM strategy, which can also transform customer loyalty and improve the relationship with an institution as a brand.


CRM helps to set a firm’s focus


A firm is able to know whether it is offering what customers are looking for through a CRM system. This is because CRM allows an organization to know its current and prospective customers. CRM helps to answer questions to do with consumer changing patterns, which gives an organization access to information that would allow them to understand their customers’ needs. This enables the management to steer the brand in a specific direction. CRM gives organizations the up-to-date information about demand and consumer demographic, which is important for business growth.


CRM is a cost-effective reputation management strategy


Through CRM, an organization is able to address consumer needs, solve their problems, and respond to changes in their experiences, thereby increasing satisfaction levels. For instance, building the relationship with consumers by providing information about the company allows  Course Hero to understand and respond to their customers’ desires. Investing in CRM system provides better returns to the organization because it enhances customer loyalty and boosts their reputation.


More organizations seeking high levels of customer satisfaction, retention, and loyalty have adopted CRM strategy. Student relationship management is an emerging concept in the education sectors. It is usually oriented to both the student’s needs and their academic goals. This allows development of organization capability that enables educational institutions to understand their students and improve their retention levels. This implies that the role of CRM strategies in the education sectors is just as important as it is in the business world.


Lee Flynn is from the Wasatch Mountains near Salt Lake City, UT. After Lee spent years preparing himself, his home and his family, he decided he had to do more. In his free time, Lee helps educate those who want to do the same. Through small local workshops and articles, Lee trains and teaches others on home preparation, food storage techniques, wilderness survival and self reliance. After obtaining a bachelors degree from the University of Utah, Lee moved to the Salt Lake Valley where he now lives with his wife and daughter.


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