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Increasing competition from universities and private colleges has made it more challenging to boost enrollments. CEIBS realized it needed to invest more resources to cater to the needs of students, alumni, lecturers, and administrative staff. In particular, the school wanted to ensure students were taken care of before, during, and after their studies. It also wanted to give business and marketing staff a clearer picture of the school's customer base to support initiatives such as alumni events, student newsletters, and thought leadership publications. Implementing a single, integrated Customer Relationship Management (CRM) system became paramount to ensure CEIBS could continue to attract top-quality students, gain a better understanding of their needs, and boost service levels.
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