CRM – Driver of Customer Acquisition and Engagement for EdTech Companies

With the Indian education system going the tech way – driven by online learning and mobile apps. Companies must track each learner from brand interaction to app downloads from subscription purchases & app usage to consuming learning content. Since the luxury of physical contact is missing, the brand must track each step of the student journey.

 The business model of EdTechs is driven by hyper-personalized digital communication. Therefore, traditional SFA-driven CRM applications fail to realize the desired outcomes.

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How to get an Internal Buy-In for a CRM software

Most CRM implementations fail because users who should use the system do not do so. In most organizations, the need for CRM is driven by the top management to track marketing, sales and customer service. While senior management consumes information created by end users. Often, it is the end users who are left out of CRM selection and implementation.   

The success of a CRM project depends on the end user’s buy-in. It is vital to demonstrate clear value to all users (direct and indirect) by focusing on ease of use. Otherwise, CRM implementations have a high risk of failure.

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CRM Consulting Firms: How to Choose One

The CRM software market has grown to over 52 billion USD as of 2021. CRMs such as Salesforce, Oracle, Adobe and Microsoft lead the market, while newer CRMs such as Hubspot, Zendesk, and Zoho are carving out their niche. The product software market has grown, and so have CRM consulting firms that provide CRM consulting services to assist customers in selecting and implementing CRM software.    

As a result, your options as a buyer in the CRM market have increased, which can be a positive thing, however, you have to know your way around the various options available & also select the right CRM consulting firm.

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