SugarCon 2013: Customer Experience: Implementing CRM from the Customer’s Perspective
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Marc Bailey, Macquarie University ...
Marc Bailey, Macquarie University
Marc Englaro, Insightful
Macquarie University, based in Sydney, Australia has identified that improved engagement with students, staff and industry are all critical elements in supporting the University’s strategic vision of being one of the top research institutions in the world. Investing in a university-wide CRM platform has enabled the university to bring together over 1,500 staff to manage the relationships with 40,000 students and prospective students, 5000 staff and 8000 active industry contacts.
This presentation looks at how a university can invest in “customer” experience, and delivered a CRM platform to support the many and varied “customers” in a university ecosystem.
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