The need for CXM in CRM

In their article “CRM Strategy and Customer Experience Primer for 2022”, Michael Chiu, Don Scheibenreif, et. al. write about the need for a strong customer experience when deploying constituent relationship management (CRM) software.
They write, “Customer expectations have reshaped themselves faster than organizations’ abilities to respond, necessitating an improved approach. Application leaders intent on improving customer satisfaction, loyalty and advocacy should utilize this initiative to guide their CRM and CXM initiatives.”
At Enrollment Rx, we have delivered countless custom front-end user interfaces for applicants and prospective students in CRM for higher education. In every instance, the user experience needed to be dynamic and intuitive so that the applicants know what needs to be completed. As requirements change or new programs are launched, the user experience needs to be updated to reflect the new options. Most importantly, our users of CRM for higher education need to be able to make changes on the fly, without modifying a laundry list of software code.
The Gartner team explains:
“A CX strategy describes how an organization’s finite internal resources will be configured to meet the external needs of customers in line with the organization’s CX vision and overall ambition. This includes strategic decisions on which customers the organization will pursue, the experience the organization will provide them with, and the resources required to do so — technology or otherwise. The strategy also includes methodologies by which to make the customer’s experience a reality, like personas, customer journey maps and CX metrics.”
With FormBuilder Rx, Salesforce Administrators can transform the CRM for higher education platform into rich constituent experiences using clicks-not-code configurations. Non-IT personnel can take control of the composable software features to deliver a richer experience for constituents and a more powerful CRM for higher education.
Request a demo to learn more about Enrollment Rx and how our CRM for higher education solution can help simplify the management of your recruitment and admission efforts.