We keep reading and hearing about the use of CRM for various industry sectors. The following table is a snap shot view of CRM used for the different market sectors
|
SECTOR |
Public |
Private |
Higher Education |
| Individual | Citizen:State / Country | Customer:Existing / Potential | Student:Existing / Potential |
| CommonGoals | –Holistic view of the most relevant information–Ensure good pubic service and that the citizen is enjoying his legal privileges that is owed.–Reduce cost and improve service–Enhance employee morale | –Holistic view of the most relevant information–Ensure good customer service and that the consumer is satisfied with the product, purchased–Reduce cost and improve service–Enhance Customer experience | –Holistic view of the most relevant information–Ensure good support–Reduce cost and improve service–Enhance student experience |
| Difference | -NO Intent to sell a product or a service-Brand loyalty is not a factor-High technology restrictions due to federal norms-Resistance level is HIGH as staff has more say in the matter | -Intent to sell a product or a service-Brand loyalty is critical-No technological restrictions-Resistance level is LOW as decisions are management driven | -Intent to get a student to apply to the institution-Brand loyalty can be a factor-Technological restrictions are based on type of institution- Resistance level is LOW as decisions are management driven |
| Value Preposition | –Quality of service is NOT based on the financial value that the individual provides | –Quality of service is based on the financial value that the individual provides | –Quality of service is NOT based on the financial value that the individual provides |
One thing is clear, though there are some evident differences and the type of individual reached out, all three sectors use CRM strategies and technologies to cater and focus on providing the best of service to the individual. This factor itself, is the main driver, to enhance your return on investments in CRM, besides cost reduction with improved service delivery models.
Thank you!
Girish-
Email-prabhuconsult@gmail.com
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Filed under: CRM, ERP, HigherEd Tagged: Analysis, Applications, brand, Business Analysis, Client Interactions, Customer Relationship Management, Customers, Girish Prabhu, PeopleSoft, Planning, Presentations, Private, Process, Public, Sales, salesforce.com, sectors, Solutions
