"top 10 considerations for choosing a crm"

Adrienne Bartlett, Vice President, Client ExperiencePatrick Kelly, Director of Implementation

NAGAP 2010 San Francisco

The CRM Revolution in Graduate Recruiting

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ExpectationsIntro

CRM/SRM10 Considerations

Technology | Consulting

Leader in CRM meets the

Leader in Graduate Recruitment

More optionsMore choicesMore money

More infoMore clutterMore speed

More STRESS

CustomerRelationshipManagement

StudentRelationshipManagement

Integrated.Flexible.

Expandable.Reportable.

Mobile.

What can CRM do for you?

TrackManageIntegrateAutomate(Enroll)

Simplify.

10 Considerations for choosing a CRM

1Get what you need

Online ApplicationEvent Management

Contact ManagementMarketing Campaigns

Centralized, Shared Reports

2Is it time?

Business need?Resources available?

Budget/Pricing Model?

Who will use it?

3Feelin’ IT?

What is your current level of IT support?

Are they “on board?”

Will you be successful without it?

Level of IT involvement/support

can be critical to your success.

4What model?

The future is in the cloud...

“Cloud Computing”

Welcome Rob Lamb

The Cloud Computing Model

Multi-tenant

Automatic Upgrades

Pay-as-you-go

Real-time

5 Times Faster

Half the Cost

IDC White Paper sponsored by Salesforce.com: “Force.com Cloud Platform Drives Huge Time to Market and Cost Savings”, Doc # 219965, September, 2009

Power of Data On-Demand

Cloud Computing is the future.

It’s already here.

Are you?

5Return On Image?

What are you saying?

Each touchpoint sends a message about you.

Email

Email remains the best way to communicate with

working adults

"Email began as a one-to-one medium."

"But marketers quickly recognized its value as a one-to-many model

and began treating email messages as if they were electronic catalogs

and sales circulars."

“Email is once again all about the conversation”

1:1

Stop talking at me like you don’t know

who I am!

“If you haven’t already” “applied”

“registered”“visited”

CRM is helping to make messages much more targeted, relevant and

personalized.

“These days, the most effective approach is a one-to-some model”

More messages Smaller groups

6Dealing with Data

Managing disparate and multiple data

sources?

Goal?Necessity?Aspiration?

Integration:

A quick story...

DATA

Email

Reports

AppsMailings

ERP

Spend less time moving data

(and get back to recruiting students)

7Want a revolution?

Automate

“When x happens, trigger y”

Workflows

Workflows

Phone callsEmails

Task assignmentsLetter generation

..and more

Permissions

Users get varying levels of access based on roles you define

Permissions

8“If it moves, track it”

“That which gets measured gets

improved.”

IdentifyTrackAdjust

Key Metrics:

Share?  

Email Campaigns

Dashboards

Track “how” a student was recruited

vs.Whether (or not)

they enrolled

9Crawl. Walk. Run.

Consider a “crawl, walk, run”

CRM strategy

Scalability?“Phased rollout?”

Can’t change everything at once.

10Putting it all together

Phone Search

Develop a 360 degree view of your prospective and enrolled

students, parents, alumni, supporters

Join the Conversation

Email

Chat

Social

Student life

Student Portal

RecruitingFinancial Aid

Make it human.

1. Markets are conversations.

2. Markets consist of human beings, not demographic sectors.

3. Conversations among human beings sound human.

“Marketing may be collective, but

buying is personal”

Don’t work harder.

Work smarter.

Let’s recap...

Why CRM?

Simplify. Manage.

Build Relationships.Recruit.

Why not?

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Access this presentation:

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Thank You!