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Constituent Relationship ManagementCRM System Planning and Selection:An Executive Overview<br />Advantiv Solutions & LL Co...
About Us<br />Advantiv<br />System planning and selection since 1997<br />DecisionDirector® web-based collaborationand dec...
Many years experience with full range of university administrative systems
Committed to institution and student success</li></li></ul><li>Our Mission<br />To provide CRM information, system plannin...
CRM Methodology<br />Our CRM planning materials are designed to plug into the DecisionDirector system planning and selecti...
Project Collaboration with DecisionDirector<br />Phase<br />Activities<br />Plan<br />On-Going<br />Maintenance and Manage...
Business Process Review
Requirements Definition
Functional Assessment
Shadow System Discovery
Vendor Re-Evaluation</li></ul>Select<br /><ul><li>Requirements Validation
Demo Script Preparation
RFP/RFI/Vendor Query1
Vendor Response Analysis
Vendor Demo Evaluation
Vendor Due Diligence</li></ul>Implement<br /><ul><li>Implementation Planning
Fit/Gap Analysis
Gap Resolution Planning
Gap Resolution Tracking
Functional Acceptance</li></ul>Verify<br /><ul><li>Stakeholder Feedback
Functional Verification
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CRM Executive Overview

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Executive overview of higher ed CRM and how DecisionDirector supports CRM system assessment, planning, and selection.

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CRM Executive Overview

  1. 1. Constituent Relationship ManagementCRM System Planning and Selection:An Executive Overview<br />Advantiv Solutions & LL Consulting<br />September 2009<br />
  2. 2. About Us<br />Advantiv<br />System planning and selection since 1997<br />DecisionDirector® web-based collaborationand decision support toolset<br />Student, Finance, HR-Payroll, CRM, soon LMS<br />LL Consulting<br /><ul><li>Planning and information system consultants
  3. 3. Many years experience with full range of university administrative systems
  4. 4. Committed to institution and student success</li></li></ul><li>Our Mission<br />To provide CRM information, system planning and selection tools and related services to colleges, universities, and public sector organizations.<br />
  5. 5. CRM Methodology<br />Our CRM planning materials are designed to plug into the DecisionDirector system planning and selection tools and methodology.<br />System Selection Process <br />Project<br />Charter<br />Brainstorm<br />Business<br />Process<br />Review<br />Requirements<br />Definition<br />Requirements<br />Validation<br />Proposal/<br />Vendor<br />Evaluation<br />Summary<br />Evaluation<br />
  6. 6. Project Collaboration with DecisionDirector<br />Phase<br />Activities<br />Plan<br />On-Going<br />Maintenance and Management<br /><ul><li>Project Charter Discussion
  7. 7. Business Process Review
  8. 8. Requirements Definition
  9. 9. Functional Assessment
  10. 10. Shadow System Discovery
  11. 11. Vendor Re-Evaluation</li></ul>Select<br /><ul><li>Requirements Validation
  12. 12. Demo Script Preparation
  13. 13. RFP/RFI/Vendor Query1
  14. 14. Vendor Response Analysis
  15. 15. Vendor Demo Evaluation
  16. 16. Vendor Due Diligence</li></ul>Implement<br /><ul><li>Implementation Planning
  17. 17. Fit/Gap Analysis
  18. 18. Gap Resolution Planning
  19. 19. Gap Resolution Tracking
  20. 20. Functional Acceptance</li></ul>Verify<br /><ul><li>Stakeholder Feedback
  21. 21. Functional Verification
  22. 22. Business Process Impact
  23. 23. Post-Implementation Analysis</li></ul>1DecisionDirector also supports in-house and on-going projects and systems<br />
  24. 24. Content & Collaboration Model<br />Content<br />Web-based Collaboration<br />DecisionDirector<br />AdvantivKnowledgePacks<br />Project Collaboration<br />Functional Assessment<br />Requirements Gathering<br />Business Process Review<br />Project Charter<br />Demo Evaluation<br />Vendor Evaluation<br />Data Feeds to DD2 and DD3<br />or<br />3rd Party Content<br />DD2 RFP Response Mgr<br />RFP/RFI Response<br />Published Requirements<br />Detailed Response Capture<br />Response Analytics<br />Reusable Response Repository<br />Sole Source Justification<br />Data Feeds to DD and DD3<br />or<br />DD3 Rqmt & Fit/Gap Mgr<br />Client’s Own Content<br />Requirements Management<br />Requirements Tracking<br />Cost/Effort/Risk Estimation<br />Business Justification<br />Fit/Gap Management<br />Implementation Planning<br />Implementation Results Tracking<br />Data Feeds to DD and DD2<br />
  25. 25. Configurable participant“forums” for many project activities – this example is a requirements definition activity<br />Customizable and reusable contentpresented in a familiar and easy to use interface<br />Completely web-based and browser-independent<br />
  26. 26. C-R-M?<br />Constituent - prospect, applicant, student, alum, donor, employee, others<br />Relationship - between the institution and each constituent<br />Management – the institution’s activities that initiate, direct, and track interactions with constituents <br />
  27. 27. Definition<br /> Constituent Relationship Management is a business strategy with supporting technology designed to maximize benefits to both the constituent and the institution from their relationship.<br />
  28. 28. Institutional Goals are the Driver<br />Strategies<br />Solutions<br />Institutional Goals<br />Institutional goals drive CRM strategies which in turn determine system solutions.<br />
  29. 29. Competitive Advantage<br /> &quot;When colleges are at parity, distribution is similar, and pricing is equal… then the only competitive weapons are communication and relationships with customers.“<br />Tom Huddleston, VP<br /> Marketing, Communications, & Admissions<br /> University of Central Florida<br />
  30. 30. Value to the Institution<br /> Potential* for:<br /> more applicants (10% – 200% increase)<br /> higher enrollments (20% - 50% increase)<br />higher ability students (ACT from 21/22 to 26)<br />better mix (400% increase in internationals)<br /> higher first-year retention (24% increase)<br /> higher four-year graduation (23% increase)<br /> lower cost ($45,000 - $1,000,000 annual savings)<br /> * all results obtained from documented case studies or personal interviews <br />
  31. 31. Actionable Information for Building and Sustaining Relationships<br />ProspectiveStudent<br />ProspectiveEmployee<br />CRM<br />BI<br />Faculty<br />EnrolledStudent<br />SIS<br />CRM<br />HRS<br />LMS<br />Staff<br />FMS<br />Alumni<br />BI<br />CRM<br />Donor<br />Parents<br />Life-longLearner<br />
  32. 32. CRM Functional Components<br />Employee<br />Relations <br />Employee Relations<br />Utilities<br />
  33. 33. Student Life-Cycle CRM Components<br />Common<br /><ul><li> Event/Activity Mgmt
  34. 34. Interaction History
  35. 35. Analytics & Reporting
  36. 36. Constituent Data Mgmt
  37. 37. Campaign Mgmt
  38. 38. Communications Mgmt</li></ul>Student<br />Retention<br />InstitutionalAdvancement<br />Employee Relations<br />Student<br />Recruitment<br /><ul><li>Advising
  39. 39. Engagement
  40. 40. Intervention
  41. 41. Self-Service
  42. 42. Prospect Mgmt
  43. 43. Recruiter Mgmt
  44. 44. Applicant Mgmt
  45. 45. Self-Service
  46. 46. Alumni/Donor Mgmt
  47. 47. Agent Mgmt
  48. 48. Gifts & Pledges
  49. 49. Self-Service
  50. 50. Recruitment
  51. 51. Engagement & Retention
  52. 52. Self- Service</li></ul>Utilities<br />Calendaring, data warehousing, document mgmt, security, workflow, etc.<br />
  53. 53. Common CRM Functions<br /><ul><li>Constituent Data Mgmt - gather and maintain data for all constituents
  54. 54. Campaign Mgmt - set up and track marketing plans
  55. 55. Communications Mgmt - plan and deliver communications to constituents
  56. 56. Event/Activity Mgmt - set up campus visits, fairs, etc.
  57. 57. Interaction History - record all outgoing and incoming communications and interactions with each constituent
  58. 58. Analytics & Reporting - analyze data forplanning and operations; apply predictive models</li></li></ul><li>Student Recruitment CRM Functions<br />Prospect Data Mgmt - gather and maintain data specific to prospects<br />Recruiter Mgmt - manage information about recruiters and their assignments, calendars, activities, and tools<br />Applicant Mgmt - gather and maintain data and track communications specific to applicants<br />Self-Service - provide prospects and applicants with customized information and services on the web<br />
  59. 59. Student Retention CRM Functions<br />Advising - gather and maintain data specific to advisees; manage information about advisor assignments, calendars, activities, and tools<br />Engagement - track student participation in academic and other activities to support completing their education<br />Intervention - identify at-risk students and provide counseling or other assistance<br />Self-Service - providestudents with customized information and services on the web<br />
  60. 60. Utility CRM Functions<br /><ul><li>Access Control - allow access only to authorized users
  61. 61. Bulk Email - send and track large volumes of email
  62. 62. Data Loads & Exchanges - exchange data between systems
  63. 63. Data Warehousing - capture and save historical data
  64. 64. Document Mgmt - store/retrieve document images
  65. 65. Security & Compliance - secure confidential data and comply with all laws and regulations
  66. 66. Workflow - trigger and execute business process steps
  67. 67. plus Admission Application Forms, Calendaring, ContentMgmt, Digital Repository, E-Payment Processing, Emergency Notification, Portal Framework, and Problem Mgmt </li></li></ul><li>Vendors in the CRM Space (as of Q3 2009)<br /><ul><li>Astadia
  68. 68. Azorus
  69. 69. Campus Management/ Talisma
  70. 70. Datatel
  71. 71. EducationDynamics
  72. 72. Education Systems/ EMAS
  73. 73. Hobsons
  74. 74. IntelliResponse
  75. 75. Intelliworks
  76. 76. Jenzabar
  77. 77. Microsoft Dynamics
  78. 78. Oracle/Peoplesoft
  79. 79. RightNow Technologies
  80. 80. RuffaloCODY
  81. 81. SAP
  82. 82. SunGard HE
  83. 83. SugarCRM
  84. 84. TargetX</li></li></ul><li>For Additional Information<br />lavon.frazier@LLConsultingGroup.com<br />lynn.hulett@LLConsultingGroup.com<br />dan.miller@advantiv.com<br />

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