This is the second presentation in the Apex IT series on CRM On Demand: CRM for the Entire Constituent Life Cycle. this presentaton focuses more on Recruting and featured Mike Statmore, CIO at Post University. Apex IT implemented CRM On Demand at Post in 2010-2011 as part of their overal enterprise stratgey focused on improving their students experience from prospect to Alumni.
Student engagement and CRM in higher education by itelligence okt15Marc Van Den Berk
How can institutes improve recruitment? What is offered to support the dynamic student journey and how can you be agile, collaborate effectively in a complex multi-channel environment?
Northeastern University boosts campus collaboration and student success with ...Salesforce.org
Nick Zinser, Director of Enrollment Systems at Northeastern University, shares insights on how they are using Salesforce to achieve a culture of success.
Higher Ed Will Never Be The Same Again - Introducing Salesforce1 for Higher E...Salesforce.org
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Salesforce1 for Higher Ed - a new set of end-to-end solutions built on the world’s leading Salesforce1 Platform, empowering colleges and universities to create Connected Campuses, connecting with students, faculty and alumni in entirely new ways.
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With Salesforce1 for Higher Ed and the Advancement Connect app, universities can become Connected Campuses–connecting with their prospects, students, alumni, faculty and staff through social, mobile and cloud technologies. Built for the social and mobile era, Salesforce1 for Higher Ed enables you to become a Connected Campus, place students at the center of everything you do, and achieve breakthrough performance across the entire student lifecycle. Leverage Salesforce for recruiting, student success, advancement, marketing, and community engagement.
Get a glimpse of what it truly means to Become a Connected Campus by attending our upcoming webinar.
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The modern economy requires education beyond high school. Today's K-12 system must ensure students can be successful in entering and persisting in higher ed -- and, in turn, the workforce. Everyone has a stake in this challenge -- from K-12 institutions to the programs supporting these students to the universities themselves. Come hear from a panel of education thought leaders discuss strategies and linkages that do (or should) exist, and how we can all work together to prepare students to succeed in college and career.
Presentation from Salesforce.org Higher Ed Summit 2017 by: Mike Slade, Western Governors University
As your organization matures in Salesforce, you'll find a source of pain the fact that an update to one record can create logic in triggers, workflows, process builder and flows. Not only is it extremely difficult to troubleshoot where a problem could be, but workflows can call triggers which call flows. Pretty soon you've hit your limits and you can't change. This session will talk about how to make the change to a single path of execution and how these methods can work together to provide an easy-to-manage situation for each object.
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How can institutes improve recruitment? What is offered to support the dynamic student journey and how can you be agile, collaborate effectively in a complex multi-channel environment?
Northeastern University boosts campus collaboration and student success with ...Salesforce.org
Nick Zinser, Director of Enrollment Systems at Northeastern University, shares insights on how they are using Salesforce to achieve a culture of success.
Higher Ed Will Never Be The Same Again - Introducing Salesforce1 for Higher E...Salesforce.org
Higher Ed Will Never Be the Same Again - Introducing Salesforce1 for Higher Ed and Advancement Connect
The Salesforce.com Foundation is excited to announce Salesforce1 for Higher Ed and Advancement Connect. Never before have those seeking to transform the campus experience had as complete and powerful a set of solutions to help them innovate.
Salesforce1 for Higher Ed - a new set of end-to-end solutions built on the world’s leading Salesforce1 Platform, empowering colleges and universities to create Connected Campuses, connecting with students, faculty and alumni in entirely new ways.
Advancement Connect - a new app that enables universities of all sizes to manage fundraising, event management, volunteer management and more–all in one place and from any device. With Advancement Connect, universities are empowered to optimize alumni lifetime value and nurture donor relationships.
With Salesforce1 for Higher Ed and the Advancement Connect app, universities can become Connected Campuses–connecting with their prospects, students, alumni, faculty and staff through social, mobile and cloud technologies. Built for the social and mobile era, Salesforce1 for Higher Ed enables you to become a Connected Campus, place students at the center of everything you do, and achieve breakthrough performance across the entire student lifecycle. Leverage Salesforce for recruiting, student success, advancement, marketing, and community engagement.
Get a glimpse of what it truly means to Become a Connected Campus by attending our upcoming webinar.
Bridging the Gap Between K-12 and Higher EdSalesforce.org
Presentation from Salesforce.org Higher Ed Summit 2017 by: Melissa Kwilsoz of ASU Enterprise Partners
The modern economy requires education beyond high school. Today's K-12 system must ensure students can be successful in entering and persisting in higher ed -- and, in turn, the workforce. Everyone has a stake in this challenge -- from K-12 institutions to the programs supporting these students to the universities themselves. Come hear from a panel of education thought leaders discuss strategies and linkages that do (or should) exist, and how we can all work together to prepare students to succeed in college and career.
Presentation from Salesforce.org Higher Ed Summit 2017 by: Mike Slade, Western Governors University
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KanhaSoft is a custom web and mobile development agency. We have a strong expertise developing business & commercial solutions for various domains & industries. Kindly have a look at our portfolio document for our projects & undertakings.
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KanhaSoft is a custom web and mobile development agency. We have a strong expertise developing business & commercial solutions for various domains & industries. Kindly have a look at our portfolio document for our projects & undertakings.
Pending actualization of the Internet of Things, organizations must embrace the digital world if they are to survive and, preferably, thrive. Irrespective of the sector an organization is in, digitization enables fundamentally different ways for it to think about its clients, audiences, and partners, and to engage with them.
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Marlabs services cover all personal and commercial lines of insurance. Our insurance rating solutions simplify the rating development cycle by building automated rating and underwriting services from existing models. We help customers integrate policy administration systems and enable straight through processing.
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Senior Bidding Executive
# Manage Tenders, RFP, RFQ, LOI, etc.
# Make Plans for the Tender's Plan
# Generate the Lead or Business
# Most work on the education sector for software development.
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"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
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CRM on Demand for Higher Education: CRM for the Entire Constituent Life Cycle- Recruting
1. September 21, 2011
Oracle CRM On Demand-
CRM for the Entire Constituent Life Cycle
Recruiting and Matriculation
Patrick Sells | Apex IT Higher Education Practice
Mike Statmore | CIO, Post University
Slide 1
2. Program Agenda
Introduction
Apex IT
CRM in Higher Education
Recruiting
CRM On Demand at Post University
Matriculation
Program Objective
Introduce CRM as Complete solution for Higher Education. Show the value of
straightforward capabilities and Higher Ed specific business process within CRM
On Demand. Supporting student constituents from recruit to alumni, CRM Is
critical to maintaining effective relationships with students throughout their
educational career
Slide 2
3. Who is Apex IT?
An Oracle Certified Platinum Partner, Apex IT supports the
core platforms of the Oracle Applications Suite, including:
− CRM On Demand
− PeopleSoft Enterprise
− Siebel
− Oracle E-Business Suite
Apex IT is a full service consultancy – our service offering addresses
the entire application implementation continuum - everything from
strategy development and implementation, to change management
and training
− Management Consulting
“Apex IT is a gem that is − Web Services Development
consistently under − Upgrade Lab
budget and on time.” − Managed Services
- Paul Greenberg, − Hosting
CRM at the Speed of Light
Slide 3
5. Project Scope
Mapped to PeopleSoft CRM Modules
Source: Gartner, Q&A: The Role of CRM in Higher
Education Student Life Cycle
Management, December 2009
"For a competitive strategy, Gartner believes
that institutions must have a CRM system for
recruiting in place by 2011. By 2013, an
institution will be at a competitive
disadvantage for recruiting without this type of
relationship solution.”
Slide 5
7. Defining CRM
Constituent Relationship Management
RECRUITING
Focused on Prospects and
Inquiry to Application
Inquiries
Generate awareness and define
your brand via marketing
Track campaigns and
effectiveness
Drive Prospects toward inquiry Inquiry
so you can personalize and tailor
the experience
Guide Inquiries to
Application
Multi-Channel Communication
360o
Plan
Student
BENEFITS
Increase Inquiries
More Applicants
Lasting first impression
Automation allows more with less
Slide 7
8. Oracle CRM On Demand
Comprehensive On Demand CRM
Solution (SaaS)
Built in analytics / data warehouse
Rapid configuration and deployment
Integration to external applications /
other Oracle apps
Industry leading Oracle technology
Deployment Options
Single vendor commitment
Slide 8
9. Best Practices in CRM
Recruiting
BEST PRACTICE TRANSFORMATIONAL
Prospect in CRM instead of SIS Pre-App Submit data in CRM for quick
reminder to finish
Automated/Multiple intake channels [online
inquiry forms, list imports from aggregators, 5 minute response from online inquiries
test score loads, email inquiries] tracking
multiple sources Automate Multi-Channel communications
that are connected and trigger off of
Track all interactions each other (integrated)
Multiple Communication Channels based Predictive Modeling scoring of
on audience: Prospects/Inquiries that dynamically
− Direct Mail changes your Comm Plan…
− Phone That is automated… daily
− Email, Online Web Forms (surveys,
newsletters), Prospect Portal Leverage Social Media, and is integrated
− Chat Mobile CRM for Recruiters/Counselors
− SMS Text
− In Person
− Smartphone App
Slide 9
10. Increased Recruiting Yield Through Multi-Channel
Marketing
Strategy to Address Solution Enablement KPI
• Increase Prospect to Inquiry • CRMOD: Test Score and Prospect Import • # of Prospects
conversion through quicker, high- into CRM OD • % of Prospect to Inquiry Conversion
touch, lower-cost response • ODM: Email to Prospect with link to online • Time to follow-up
Inquiry Survey • Avg. duration of conversion
• Increased Inquiry to Applicant • ODM: Personalized content in emails and • # of Inquiries
conversion through online online microsites, driving Inquiry to apply • % of Inquiry to Applicant Conversion
nurturing • CRMOD BI: Predictive scoring of Prospects • Time to follow-up
and Inquiries on likeliness to matriculate • Avg. duration of conversion
• ODM: Online Inquiry Forms created as
Leads for immediate follow-up
• Increased Application to • CRMOD: Track interactions and tasks • # of Applicants
Enrollment yield through • ODM: Communication (email, letters, etc) • # of stealth applicants
checklists and process through enrollment, educating about student • % of Inquiry to Applicant Conversion
life
Recruiting Funnel
Prospect Inquiry Applicant Matriculate
• HTML Emails • Inquiry/Lead Mgmt • Opportunity Management with • Testing
• Automated Comm Plans • They showed interest Enrollment Stages • 1st Advisor Session
(Accept, Admit, Enrolled)
• Guide toward Inquiry Stage • High-touch interaction • Enrolling in classes
• Checklists
• Lower cost communication • Guide toward Online App • Communicate about On-Campus
• High-touch counseling services and events
Slide 10
11. Recruiting in CRM On Demand
Example Process & Capabilities
Design Generate Load & Track Drive Suspects Guide Prospect
Comm Plan Awareness Suspects Toward Inquiry Toward Application
Features Examples
1. Multi-Level Program/Campaign Hierarchy to layout all Supports B2C and B2B recruiting and marketing such
as tracking billboard, print, TV, web/banner or radio ads
2. Determine target audience, objective, message
3. Create and store collateral Separate programs for Undergrad, Grad, Distance
Learning, by department, or by campus
4. Track budget, and projected vs. actual costs
Layout a multi-channel automated campaign
5. Forecast Key Performance Indicators (KPIs)
1 2 3 4 5
Program
Determine Create Track Forecast
Audience Collateral Costs KPIs
Campaign Campaign − Potential students
− Undergraduate students
− Graduate students
− Faculty, Staff
− Businesses/corporate
Activity interests
− Parents
− Alumni
Slide 11
12. Recruiting in CRM On Demand
Example Process & Capabilities
Design Generate Load & Track Drive Suspects Guide Prospects
Comm Plan Awareness Suspects Toward Inquiry Toward Application
Features Examples
1. Execute awareness campaign(s), directing suspects to respond Create Applicant Inquiry Form posted on your website
via multiple channels (Web Inquiry, Phone, Email, Card) that can create a Prospect record in CRM
2. Load suspects from lists including test score loads, preventing Multi-Channel comm plans can include emails, web
duplicates. Automated suspect/prospect assignment engine forms, surveys, SMS, phone/scripting, chat, prospect
assigns Lead/Suspect to recruiter. portal
3. Reach out to Suspects. Once they respond, automated Recruiters segment and send individual communication
triggers segment and pull Prospects into a multi-step, multi- using branded templates with consistent messaging
channel Comm Plan / Dialog, guiding them toward application.
Non-Responders can flow into different comm plan
1
Student Automated
Online
Responds A.I.F. Personalized
Application
to Ad Comm Plan
2 3
List Recruiter
Loads Reach Out
Web E-mail Mail Phone Chat SMS In-
Person
Slide 12
13. Oracle CRM On Demand-
Post University’s Perspective on CRM
Mike Statmore, CIO Post University
Slide 13
15. Oracle CRM On Demand With Apex IT
Higher Education
Expertise
Strategic Vision-Best
Practices
Complete Life Cycle
deployment
Implementation
Accelerators
SIS Integration
Slide 15
16. Oracle CRM On Demand With Apex IT
Student Success
Accelerators:
Matriculation
Recruiting
Student Services
Slide 16
17. Matriculation
• Matriculation follows students throughout their entire educational career.
• It links student services, instruction and research so that students can be successful.
• It supports the education of every person who desires to pursue an advanced degree.
• It supports persistence of students of color and immigrants.
• It provides core services and support so students are able to make better and more
relevant choices.
• A student can seek access to any CCC and expect to have a similar experience with
respect to applying, being admitted, completing assessment, receiving counseling
services and assistance with registration.
• It is integrated into the college culture and fabric, has become a core college service
and function.
• It is not based in silos but is institutional.
CALIFORNIA COMMUNITY COLLEGES
MATRICULATION STRATEGIC PLANNING SURVEY RESULTS
September 2010
Slide 17
18. Applicant Details
Real time tracking of
Recruiting and
Matriculation details
Slide 18
21. Additional Information
CRM On Demand Webinars:
Recording CRM On Demand: CRM for the Entire Constituent Life Cycle
Recording CRM On Demand: Recruiting and Matriculation
Mike Statmore – CIO, Post University
Oct 5, 2011 CRM On Demand: Student Services for Higher Education,
2:00 ET Integration and Expansion
Marcus Stewart- Manager, Contact Center-Student Services,
Georgia Perimeter College
Eric Steege, CRM On Demand Consultant, Apex IT
Contact Information:
Patrick Sells patrick.sells@apexit.com 678.575.2905
Session Information:
Sessions are being recorded and we will send a link to that recording
For copies of PPT, please contact Patrick Sells
Slide 21
22. Integration and Expansion
CRM On Demand
Designed to Integrate Campus Solutions
Web Services, Mash-
ups
Social Networking
Web Links
SIS Integration
Slide 22
23. September 21, 2011
Oracle CRM On Demand-
CRM for the Entire Constituent Life Cycle
Recruiting and Matriculation
Patrick Sells | Apex IT Higher Education Practice
Mike Statmore | CIO, Post University
Slide 23