Designing competitive strategy using CRM for Indian primary education

Arpita Khare, Vrijendra Singh, Sunita Arora, Nishu Jain and Ashish Verma

International Journal of Indian Culture and Business Management, 2010, vol. 3, issue 4, 466-487

Abstract: Companies are competing with one another by expanding the range of service options and improving the efficiency of service delivery platforms. Technology has facilitated adoption of new service models through which provide improved customer interaction. In this purview, our research paper proposes to study the feasibility of adapting CRM as a strategic tool for enhancing the competitiveness of the Indian primary education sector. This paper focuses on increasing customer interaction level and developing a CRM model, both managerial and technical which would enable greater satisfaction to the end user (organisation and customer). This paper would suggest the competitive advantage CRM can give to educational sector by helping schools to use differentiation strategy to position themselves. Technology can be viewed as a tool that would enhance the service delivery platforms by improving the customer touch points and making interactions less tedious.

Keywords: customer relationship management; CRM; primary education; strategic differentiation; end users; competitive strategies; competition; service options; efficiency; service delivery platforms; customer interaction; strategic tools; enhanced competitiveness; user satisfaction; positioning; customer touch points; ICT; information technology; communications technology; India; Indian culture; business management. (search for similar items in EconPapers)
Date: 2010
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Citations: View citations in EconPapers (1)

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