CRM and Marketing Management Solutions for Goldsmiths University of London

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Transcript of CRM and Marketing Management Solutions for Goldsmiths University of London

Page 1: CRM and Marketing Management Solutions for Goldsmiths University of London

By Sarah Go-Eun Choi Date: 17 July 2015

Student Relationship Management

Page 2: CRM and Marketing Management Solutions for Goldsmiths University of London

CRM

Evaluate Data

Segment & Target

Capture

Enquiries

Follow up Enquiries

Feedback & Review

CRM Management

Customer1Undergraduate EnquiryPlan (initial expression of interest to Goldsmiths)

Customer 2Postgraduates taught offer holder conversion plan (offer to accept)

Customer 3Existing StudentsPostgraduate opportunity

Sarah Go-Eun Choi MKTG & CRM

Page 3: CRM and Marketing Management Solutions for Goldsmiths University of London

CRM Planning Processes (Project 1)

Customer1Undergraduates

Monitor interactions& Follow Up

Enquiries

Evaluate Marketing channels &

target communication

channels

CaptureData on CRM

Marketing Communication

Activities•Telephone•Email•Website•Social Media•Exhibition/ Events

Customer 2Postgraduates Feedback/

Review

Sarah Go-Eun Choi MKTG & CRM

Page 4: CRM and Marketing Management Solutions for Goldsmiths University of London

CRM Planning Process (Project 2)

Customer 3Existing

StudentsPostgraduate opportunity

Cleanse, Review & Analyse

Data

Export Data - Goldsmiths

Graduates

Track ActivityPerformance

Follow up•Telephone•Newsletter•Online Prospectus

Analyse Student

Performance

Feedback/ Review

Capture Data

Sarah Go-Eun Choi MKTG & CRM

Page 5: CRM and Marketing Management Solutions for Goldsmiths University of London

Performance Measurements

Website analytics

Number of Enquiries

Online Prospectus Requests

Enrolled Students

RegistrationStudent

Satisfaction

Sarah Go-Eun Choi MKTG & CRM

Page 6: CRM and Marketing Management Solutions for Goldsmiths University of London

Recruitment Enquiry Management

Event/ Registration Management

Marketing Communication Management

Requests for Course Information

CRM System Functionalities

Sarah Go-Eun Choi MKTG & CRM

Page 7: CRM and Marketing Management Solutions for Goldsmiths University of London

THANK YOU

Any Questions?

Sarah Go-Eun Choi MKTG & CRM


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