Digital India – Transforming Customer Relationship Management in Higher Education

Authors

  • B. Suhasini   School of Management, SRM University, Kattankulathur
  • N. Santhosh Kumar   School of Management, SRM University, Kattankulathur

Keywords:

Digital Marketing, Social Media, CRM, Multi-Channel Communication, Data Analytics, Higher Education.

Abstract

Digital marketing and communication is the key to build the long term relationships with customers and effective service delivery. The customer interaction has increased rapidly with enhanced multi touch points communication through Customer Relationship Management (CRM) applications for better customers connect. CRM adopts true multi-channel communication strategies integrating various social networking tools for wider reach in the market to increase visibility, business outcome and to enhance the brand value of the organizations. The Government of India‟s active promotion and various projects initiation from them have set as an example and trend across all the business and social sectors in India to work towards the digitization of various services that they intend to provide to its customers quick and ease of use services. The Higher education sector is one playing major role and catching up with all latest trends of digital initiatives in terms of customer reach activities during admission and enrollment, course delivery for teaching and learning, skill development etc. The data points and leads generated from various social media sites such as – Whatsapp, Twitter, Facebook, LinkedIn, Blogs, YouTube, Pinterest, Google+ etc. that have been linked up with CRM communication systems, are adding value in Customer services delivery. The article is further intended to analyse various benefits of these digital transformation using CRM in higher education.

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Published

2018-06-20

How to Cite

Suhasini, B., & Santhosh Kumar, N. (2018). Digital India – Transforming Customer Relationship Management in Higher Education. Journal of Applied Management- Jidnyasa, 10(1), 51–59. Retrieved from http://www.simsjam.net/index.php/Jidnyasa/article/view/128513

Issue

Volume 10, Issue 1, January-June 2018

Section

Articles

References

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