The key to capturing quality leads and increasing occupancy is to use customer relationship management (CRM) software. CRM allows organizations to track interactions with prospects and clients to improve relationships through better data visibility. It helps streamline marketing efforts, shorten lead response times, centralize data, and automate communication. When used properly, CRM can optimize contact strategies, strengthen client relationships, personalize approaches, and connect business data to increase sales performance and occupancy rates.

1. T h e k e y t o c a p t u r i n g q u a l i t y l e a d s a n d
i n c r e a s i n g o c c u p a n c y
Staying Competitive
Yard i, Th rive S en ior Livin g

2. NICOLE MOBERG
Chief Sales Officer,
Thrive Senior Living
PRESENTERS
“Yardi Senior CRM pinpoints what is happening to prospects in the sales
process in the last 24 hours to the next six months. We customize the
pipeline and define a ‘hot lead’ through those analytics.”
# BRECK AUSTIN
RICHARD NIX
Senior Director of Sales,
Yardi
STEVE MORAN
Moderator
Senior Living Foresight

3. AGENDA
1. State of senior living
2. Why CRM is a must
3. How to capture quality leads
4. Q&A
5. Thank you

4. WHAT IS THE CURRENT STATE OF
SENIOR LIVING?
2019

5. The demand for
senior housing is
poised to grow
 10,000 boomers turn 65 every day
 By 2030, all boomers will be over 65
20,000
30,000
40,000
50,000
60,000
70,000
80,000
90,000
2000 2010 2020 2030 2040 2050
PopulationinThousands
Age 65-84 Age 85+
Source: U.S. Census Bureau

6. Your prospects’
habits are changing
 75% of senior living consumers
research options online
 Seniors aged 65-69 are twice as likely
to go online than those aged 80+
 Smartphone ownership among seniors
grew 194% over the past 5 years
 90% of seniors use email
Sources: Primo Solutions, Google, Pew Research Center

7. Competition is
growing
Occupancy rate trends low at 87.8%
1.50%
2.00%
2.50%
3.00%
3.50%
4.00%
4.50%
Q1 16 Q2 16 Q3 16 Q4 16 Q1 17 Q2 17 Q3 17 Q4 17 Q1 18 Q2 18 Q3 18 Q4 18 Q1 19
Senior housing supply outstrips demand
Annual Absorption Annual Inventory Growth

8. Marketing budgets
remain flat
• 60% of senior living marketers saw their
budget stagnate or decrease in 2018
• Average cost per lead is $431 – higher
than many major industries
• Inadequate budget ranked
#1 barrier by senior living marketers
Sources: Linkmedia, Whittington Consulting, LeadingAge

9. So how do you
stay competitive?

10. Customer relationship management
(CRM) software that tracks the
resident’s journey and improves
relationships through better data and
visibility.
YA R D I

11. Why use a CRM system for senior living?
I M P R O V E
O R G A N I Z AT I O N
E N H A N C E
C U S T O M E R
S E R V I C E
I N C R E A S E
E F F I C I E N C Y

12. HOW CRM SOFTWARE WORKS
TECHNOLOGY
Oversee interactions
with prospects and
clients and improve
relationships with
data
DATA
Capture qualitative
and quantitative data
across various
channels
LOCATION
Aggregated data set
paints a holistic view
to help make strategic
decisions
VISIBILITY
Teams can better
organize leads,
streamline marketing
efforts to see what’s
working

13. 7 ways a CRM solution can improve acquisition
Shorten
Lead Response Time
Centralize
Data
Optimize
Contact Strategy
Strengthen
Client Relationships
Automate
Communication
Supercharge
Marketing
Simplify
Workflows

14. Interesting facts for the industry
HOURS
Number of hours
Boomers spend up to per
week online checking
email, news, shopping,
social media and video
Source: Pew Research Center
OF ONLINE BUYERS
The percentage of online
buyers that believe the
first company to call back
has the advantage
Source: Velocify
SYSTEMS
The number of different
systems average SMBs
use to house data
Source: Intermedia Landscape Report

15. Track Success
See what channels and
campaign types are most
successful
WHAT CAN CRM SOFTWARE DO FOR YOU?
Test your messaging
Take the guesswork out of
your marketing by testing
and analyzing
Increase speed to lead
Automate tasks so you
can respond to leads that
matter most
Personalize your approach
Capture important
personal details about
your prospects
Connect business data
Integrate with other
systems to bring your
data together in one
place for easier analysis
Automate your tasks
CRM can handle frequent
communication

16. Interesting facts for the industry
OF COMPANIES
Percentage of companies
that use testing to
optimize conversions
Source: Invesp
PERSONALIZED
Follow-ups have a 44%
higher conversion rate
than canned emails
Source: Caring.com
SALES TOUCHES
Number of sales touches
on average needed to
reach a move-in
Source: Hamlyn Marketing

17. “Yardi Senior CRM delivers many benefits and
has helped us increase sales performance
across the company and occupancy across our
communities.”
G i n o G e n t i l e
V P o f S a l e s & C u s t o m e r S e r v i c e
P r o v i d e n c e P l a c e

18. THANK YOU
FOR MORE INFORMATION CONTACT US AT
(800) 866 -1144 | SALES@YARDI.COM