CRM for Selling Language Courses
Client Management & CRM
Sale of offline language courses for children and adults in Latvia
Problems
1. No ability to control customer churn or track those who stop training before completing the course.
2. No follow-up work with clients after completing their training.
3. No structured process for working with clients who declined/dropped out.
4. Unable to calculate LTV.
5. Since communication happens only via email, there's no understanding of what stage a client is at.
6. Some leads from the website are being lost.
Tasks
1. Create pipelines for each course direction:
- group courses;
- individual courses;
- summer camp;
- tests;
- conversation club;
- corporate clients.
2. Set up a business process for each pipeline.
3. Build a process for working with clients who declined/dropped out.
4. Build an analytics system for the sales department.
5. Connect the website to Kommo CRM.
6. Implement sending emails using predefined templates.
Solution
1. Created and configured pipelines for different course types.
2. Created a pipeline for repeat sales.
3. Connected all traffic sources, including email.
4. Configured email templates and user signatures for automated and manual sending.
5. Set up lead export to Google Sheets via an API connector.
6. Created reports in Looker Studio for analytics and LTV tracking.
7. Connected the website to Kommo for instant lead creation in the CRM upon website form submissions.
8. Conducted manager training.
9. Recorded training videos.
Results
1. All leads are recorded and kept in one place.
2. Reports show sales conversion and LTV calculation.
3. It has become possible to track clients who declined or dropped out of the course and resume communication with them.
Problems
1. No ability to control customer churn or track those who stop training before completing the course.
2. No follow-up work with clients after completing their training.
3. No structured process for working with clients who declined/dropped out.
4. Unable to calculate LTV.
5. Since communication happens only via email, there's no understanding of what stage a client is at.
6. Some leads from the website are being lost.
Tasks
1. Create pipelines for each course direction:
- group courses;
- individual courses;
- summer camp;
- tests;
- conversation club;
- corporate clients.
2. Set up a business process for each pipeline.
3. Build a process for working with clients who declined/dropped out.
4. Build an analytics system for the sales department.
5. Connect the website to Kommo CRM.
6. Implement sending emails using predefined templates.
Solution
1. Created and configured pipelines for different course types.
2. Created a pipeline for repeat sales.
3. Connected all traffic sources, including email.
4. Configured email templates and user signatures for automated and manual sending.
5. Set up lead export to Google Sheets via an API connector.
6. Created reports in Looker Studio for analytics and LTV tracking.
7. Connected the website to Kommo for instant lead creation in the CRM upon website form submissions.
8. Conducted manager training.
9. Recorded training videos.
Results
1. All leads are recorded and kept in one place.
2. Reports show sales conversion and LTV calculation.
3. It has become possible to track clients who declined or dropped out of the course and resume communication with them.