Pairing of applicants’ CJM with university profile in digital environment as a management task

Abstract

The work is devoted to the application of the Customer Journey Map (CJM) for university applicants and managerial tasks of adapting the profile of the university in the digital environment to the trajectories of the consumer. The author’s definition of the “profile of the university in the digital environment” concept is offered, the analysis of statistical data of university websites is made. The combination of classical studies of applicants’ motivation and factors influencing enrollment in a particular university with modern methods of studying consumer behavior in the digital environment allows to increase the effectiveness of the admission campaign. Customer Journey Map as an analysis tool, in conjunction with the data of network traffic allows to optimize all types of communications of the university and provide its management with necessary information when making managerial decisions. The research revealed an insignificant influence of the university social networks and thematic groups on the decision to enroll to a particular university, which what caused a deeper study of visitors’ behavior on the university websites. Internet traffic activity for a number of universities was assessed as direct requests, through search services, social networks, mail servers, as well as through referral links, and advertising traffic. The study showed that search engines and direct queries gave the maximum value for traffic. But the effectiveness of advertising to attract applicants is rather low, which indicates the insignificant role of university advertising and confirms the data of the survey in the construction of the Customer Journey Map.