customer relationship management

MOHAMED ABDALLAH
IHAB MOHAMED TAREK
SALAH GAMAL AZZAM DR. RAGY EL-GENDY
MOHAMED SAMEH
MOHAMED MOSBAH
Never late

Company Profile
Royale Éclair is multinational consultant company. That provides professional or expert advice in
a particular area such as security, management, accountancy, law, human resources, marketing,
public relations, finance, engineering, science and any other specialized fields. It established in
1995 Cairo, Egypt.

Royale Éclair CRM Program
1. Customer acquisition
2. Customer retention
3. Customer development

1. Students Acquisition
New-to-category customers
They are the seniors of high school who are searching for universities for the first time.
New-to-company
They are the students who AASTMT wins from other universities.

Targeting New Students
Graduated From High School
governent schools Private schools English Arabic

Promotional Activities
Seminars
Conferences
Advertising (social media)
Publicity
Events
Email campaigning

Several Reason To Joining (CITL):
Uniqueness of the degree: No other college or University in the region offers a degree that is
even have a small similarity with our degrees.
Reputation: The Arab Academy for Science and Technology offers an outstanding learning
experience.
Top Faculty Members: The College has a highly qualified faculty members with PhD from US,
UK, and Egyptian universities.
Health care: The Academy offers student health insurance
Languages: Not only we teach two tracks Arabic and English, but we also work on improving the
English language of the students who study in the Arabic Track.

Offers
Discounts for family member
high grades/scores

KPI’s For Students Acquisition
How many students are acquired?
What is the cost per acquired students?
What is the value of the acquired students?

2. Students Retention
Student retention is the number of Students doing business with a firm at the end of a financial
year expressed as percentage of those who were active customers at the beginning of the year.
More facilities in the payments
Social activities
Improving internet
Improve campus facilities
offering training opportunities for undergraduate students

Three Measures Of Student
Retention
Raw customer retention rate:
The number of students in the university at the end of a trading period expressed as percentage
of those who were active students at the beginning of the period.
Sales-adjusted retention rate:
The value of sales achieved from the retained students expressed as a percentage of the sales
achieved from all students who were active at the beginning of the period.
Profit-adjusted retention rate:
The profit earned from the retained students expressed as a percentage of the profit earned
from all students who were active at the beginning of the period.

Measure Student Satisfaction
By using student Questionnaire

3. Students Development
Cross selling development:
Is selling additional products and services to
an existing customer. This could be achieved
through different ways at university
such as:
Providing courses in different fields and
subjects
FIATA diploma in freight forwarding.
Higher FIATA diploma in supply chain
Up selling development:
Is selling higher priced or higher margin
products and services to an existing customer.
For a university, up selling is providing higher
services to customers more than receiving of
their bachelor degrees
such as:
Offering PHD and Master’s degree for existing
and new Students.
 We aims to increase the value of those retained customers to the university.

customer relationship management

More Related Content

What's hot (20)

Viewers also liked (19)

Similar to customer relationship management (20)

More from ihab tarek (7)

Recently uploaded (20)

customer relationship management