Every Student is Unique

Size: px
Start display at page:

Download "Every Student is Unique"

Transcription

1 Every Student is Unique How to deliver a personalized educational experience with CRMs for higher education WHITEPAPER

2 Table of Contents 1 Introduction 8 Now is the Time for CRM 2 What is CRM? New Competition on the Block The Business of Student Outcomes 4 6 Ways a CRM Supports Your Institutional Mission 10 Heightened Expectations for Student Services Where to Start 1. Make Happy Students 2. Recruit Your Best Fit Students 3. Increase Retention 4. Deliver Continuing Education 5. Modern Technology for Modern Education 6. Promote Advancement 2015 Jenzabar, Inc. All Rights Reserved

3 Introduction The Student-Centric Age of higher education has arrived. Higher Education is undergoing a massive transformation. Changing societal needs and advances in technology have combined to drive a rapid increase in the size and complexity of the postsecondary marketplace. New competitive forces have materialized. To help cope with and embrace this educational revolution, institutions of all kinds are turning to Customer Relationship Management (CRM) software solutions to help trim expenses, grow revenues, and drive positive student outcomes through a highly personalized experience. Education leaders have long been looking for how technology can reduce cost and drive efficiencies, but are now increasingly looking at how technology can enhance competitive advantage and support emerging business models. Gartner,

4 What is CRM? At its core, CRM software is essentially a high tech tool for organizing, automating, and synchronizing the communications and reporting processes for external audiences. A CRM personalizes communications by leveraging real-time information shared between various campus systems. A CRM also provides seamless interface integration between those systems, for improved productivity and ease of use. Beyond the software system, CRM also refers to the customer service and marketing practices proven in consumer and B2B industries to acquire and keep happy, loyal customers. In this sense, CRM is not just the application of technology, but also a strategy to learn more about each student's needs and behaviors in order to develop a stronger, more personal relationship with her/him. Higher education CRMs serve three key audiences: prospective students, current students, and alumni/donors. It s astounding how much data you have on your students admissions, finance, student services, learning management systems, library automation, social media the list goes on. CRMs allow you to better manage this data, which enhances the ability of everyone on your campus to work in alignment, delivering a personal and high-touch educational experience. Those Letters C-R-M stands for Customer Relationship Management. In higher education, we often replace Customer with Constituent, to better represent the range of relationships a college or university maintains. Key components of a CRM include: + Personal Contact Information + Interest Tracking + Relationship Tracking + Integration + Workflow Automation + Collaboration Tools The efficiency benefits of CRM implementations can also be quite pronounced. In its State of CRM Use in Higher Education Report, The American Association of Collegiate Registrars and Admissions Officers found that, Eighty percent of respondents reported seeing increased practice efficiency with the use of CRMs including efficiencies in advising, alumni/development, registration, and student support service. (AACRAO). 2

5 Turning strangers into successful students and champions of your institution. Higher Education Constituent Relationship Management Mobile Social Media Mobile Personal Communications Intranet and LMS Mobile Early Alert Mobile Social Media Website Prospective Students Attract Enrollees Engage Successful Students Support Supportive Alumni Delight Lifelong Learners Website Personal Recruitment Communications College Readiness Inventory Survey Social Media Predictive Modeling Personal Communications Alumni Communications Continuing Education 3

6 6 Ways a CRM Supports Your Institutional Mission 1. Make Happy Students When your whole campus aligns to create a student-centric environment, your institution thrives. A CRM is a simple-to-use but powerful technology engine that drives modern engagement programs. Based on highly personalized interactions, a CRM manages the entire constituent lifecycle by connecting with students and alumni on their own terms. Today, that usually means relevant and user-friendly content delivered through a mobile device. CRM technologies can be implemented to support all phases of the student life cycle recruitment, enrollment, engagement, retention, alumni, career services, and continuing education (Gartner, 20142). A CRM nurtures your evolving relationships as the individual grows from interested enrollee, to successful learner, to supportive alumna. Every department on campus has the information they need to deliver personal service to each constituent. 2. Recruit Your Best-Fit Students The first step in student success is to recruit the right students for your institution. A CRM provides the real-time data, communication tools, and analysis that move an institution from enrollment management to strategic enrollment management. Modern enrollment strategies rely on the information flow and communications automation that a CRM provides. Armed with accurate and timely information, your admissions counselors and enrollment staff can best leverage multiple message channels through interactive communications and nurture prospect interest. In addition, a single CRM system can manage the various classifications of your constituents. Users enter as prospects or leads. Once enrolled, those prospects automatically become students via the workflow within the CRM. The system can then advance the enrollment application, and automatically coordinate with housing, financial aid, scholarships, and other related campus services. 4

7 3. Increase Retention The benefits of even small increases in retention include: enhanced reputation, lower recruitment costs, and the protection of tuition revenue. CRMs are fast becoming a competitive necessity for institutions seeking to increase student persistence and shift focus to outcomes. Institutions use pre-enrollment data to inform student success strategies. Academic Services and Retention professionals use the CRM to proactively communicate with at-risk students for immediate and appropriate interventions. The seamless information flow between systems allows faster and more impactful issue resolution. The collection and analysis of CRM data is a keystone of improving student engagement and success (Gartner, 20142). A CRM also provides 24/7 information access through an integrated constituent service center. That means more self-service capability for students in dealing with the administration. A CRM lets students get the information they need online and handle routine tasks unassisted. This makes life easier for the students and frees up administrators to focus on more strategic tasks. 4. Deliver Continuing Education Continuing education and workforce development programs use CRMs to significantly improve the effectiveness and efficiency of their marketing and enrollment processes. A CRM streamlines administrative tasks and helps recruiters send timely and relevant communications to prospects. The software tracks and monitors each candidate or student across the complete enrollment process, from inquiry through program completion. CE CRMs provide the ability to manage lists, create and send personal communications, monitor progress, and capture and update data, giving staff more time to engage with students, potential students, and corporate partners. A CRM can even track your graduates. Did they just get a new job or promotion? Do they need additional training or certification? In this way, a CRM is the hub of a perpetual cycle of lifetime learning. 5

8 5. Modern Technology for Modern Education The providers and consumers of higher education will be influenced by the economic realities of technological globalization for the foreseeable future. Rising stakeholder expectations, tightening economic forces, and swelling global competition are driving institutions to adopt student-centric operational strategies in order to improve outcomes. Colleges and universities are turning to the business practices and technologies of consumer markets, including CRMs, to deliver a highly personalized educational experience for the digital age. In 2014, the EDUCAUSE Center for Analysis and Research found that higher education institutions are recognizing the importance of understanding the characteristics and requirements of constituents especially students and building stronger relationships with them. Consequently, an increasing number of institutions are investing in a CRM system. In fact, between implementation and replacements projects, CRM system are the second most rapidly changing core system area in higher education (Lang & Pirani, 2014). 6

9 6. Promote Advancement Much of fundraising success depends on careful cultivation of potential donors and personal relationship development. Fundraisers can better manage their efforts to secure financial contributions from donors, philanthropists, alumni organizations, government, and even the public at large with the powerful tools of a CRM system. Donor data in a central data warehouse can be precisely mined to produce new insights about the donor base and new potential campaigns. Contacts can be followed up more consistently and efficiently and staff time can be more productively utilized. There are other advantages as well, some of them relating to changes in donor profiles. One of the major changes of the last few years has been that donors tend to be more targeted with their donations. Rather than simply giving to the university, there is a tendency to want to give to specific programs. To satisfy these kinds of donors, it s important for development officers to carefully follow how encumbered money is used and periodically report back to the donor on the programs progress. This can consist of letters or s updating the donor, or it can go as far as mounting a webcam at a new building under construction so that donors can follow the progress in real time (Cook). 7

10 Now is the time for CRM New Competition on the Block In the past, colleges and universities primarily served local and regional populations. Today, rapidly evolving information and communication technologies are eroding those geographical constraints. Free of physical limitations, the postsecondary enterprise is expanding into a diverse array of offerings unimaginable even just a decade ago. Virtual universities, MOOCs, extension schools, just-in-time online learning, and for-profit education providers have permeated the marketplace increasing the competition for students, faculty, and staff. The Business of Student Outcomes The world economy has become increasingly dependent upon a highly educated workforce. Today s knowledge-driven global society is driving governments to focus on student outcomes as a means to restore fiscal order and increase economic development within their countries. Workforce development is taking on greater importance as employers are once again hiring but they are still having difficulty finding applicants with needed skills. This is creating dialogue around America s skills gap and the need for higher education to do a better job of preparing future workers (Ebersole, 2014). In response, colleges and universities of all types are acting more like businesses with high stakeholder expectations for performance. Education institution presidents are increasingly using business language and embracing business model thinking to reshape their institutions, reflecting the many changes in the education ecosystem (many driven by technology) (Gartner, 20141). 8

11 Heightened Expectation for Student Services Modern technologies are reshaping both our society and our social institutions. In the digital world, instant information access, online self-service and shopping, limitless mobility, virtual learning communitities, and high-touch personalization are the expetected norms. Student success is a trend that is much hyped today. It is representative of a general trend toward consumerization and personalization in our society, and speaks to the core of the education ROI. Institutions are quickly moving away from a sink or swim attitude toward students. The interest is fueled by consumer, economic, social, and political pressure arising in anticipation of promoting significant benefit to individual students, the business world, and society at large (Gartner, 20141). It is apparent that some technical innovations from the mainstream of the IT world, or from other industries, are creating opportunities to leverage technology that did not exist previously in the education community Gartner,

12 Where to Start If you're considering a CRM simply to send personalized , then you're considering a CRM for the wrong reasons. A CRM is best when it s part of an enterprise-wide strategy to provide student-centric customer service. Gartner recommends that higher education CIOs, Strive to limit solutions and unnecessary dilution of data and resources, but don't expect to find one technical solution. CRM is an institutional strategy, not a single technology product. It is more important to have one vision than one product (Gartner, 20142). Effective implementation of a strategic CRM plan requires strong institutional leadership, comprehensive and in-depth change management skills, and a willingness to let go of old business practices, perseverance, employees who are committed to change, a realistic capabilities assessment, and the necessary resources. Furthermore, it is also important for leadership to cultivate a CRM culture after implementation through team building exercises and training (AACRAO, ). Many software vendors can provide a CRM platform, but technology alone is not a panacea. Institutions do well to seek the expertise and guidance of higher education systems professionals and community peers to learn how a CRM implementation can best drive a modern outreach and engagement strategy across the entire institution. Colleges and universities can use a CRM as a hub that empowers its faculty and staff to deliver world-class customer service to all constituents. In the Student-Centric Age of higher education, proactive relationship management through a strong CRM system is a competitive necessity. 10

13 Author Erik Nilsson Vice President of Strategy Erik leads Jenzabar s strategic initiatives including Corporate Strategy and Planning. Erik s extensive technology business development background includes: VP of Marketing and Sales at CMDI; Founder and President of Fundly, the internet s largest social fundraising platform; and Founder and President of ElephantCalendar, a paper-based computing platform. Erik holds a Bachelor of Arts degree from Middlebury College. Jenzabar is a leading provider of enterprise software, strategies, and services developed exclusively for higher education. Our integrated, innovative solutions advance the goals of academic and administrative offices across the campus and throughout the student lifecycle. 101 Huntington Avenue, Suite 2200 Boston, MA jenzabar.com Jenzabar's mission is to maximize our clients' success. Our award-winning software and experienced professionals provide our clients the tools and resources they need to thrive. As a trusted partner on more than 1,000 campuses worldwide, Jenzabar has over four decades of experience supporting the higher education community. 11

14 Sources AACRAO. ( ). State of CRM Use in Higher Education Report. Carroll, D. M. (2015). President, Dominican University. Creative Ways to Increase Persistence to Graduation. The Council of Independent Colleges. Cook, R. Studying CRM Software in Higher Education. Retrieved from CRM Search: Davidson, C. N. (2012). Now You See It: How Technolgy and Brain Science Will Transform Schools and Business for the 21st Century. Penguin Group Publishing. Denneen, J., & Dretler, T. (2012). The Financially Sustainable University. Bain & Company. Ebersole, J. (2014, 01 13). Top Issues Facing Higher Education in Forbes. 1.Gartner, Inc. Top 10 Business Trends Impacting Education in 2015, Jan-Martin Lowendahl, Terri-Lynn B. Thayer, Marti Harris, Bill Rust, Gartner, Inc. Top 10 Strategic Technologies Impacting Education in 2015, Jan-Martin Lowendahl, Terri-Lynn B. Thayer, Marti Harris, Bill Rust, 2014 Greenstein, D. (2013, December 16). Essay arguing that major changes are coming to higher education. Inside Higher Ed. Lang, L., & Pirani, J. A. (2014). Maximize Institutional Relationships with CRMs. EDUCAUSE. Manning, D. K. (2014, March 9). The Perfect Storm: Factors Driving the Future of American Higher Education. Huff Post College. Rivard, R. (2013, December 9). Private Distress. Inside Higher Ed Jenzabar, Inc. All rights reserved. Jenzabar is a registered trademark of Jenzabar, Inc. 12 The Jenzabar logo is a trademark of Jenzabar, Inc. CRMWP

JENZABAR EX. Exceptional insights. Extraordinary results. JENZABAR EX

JENZABAR EX. Exceptional insights. Extraordinary results. JENZABAR EX JENZABAR EX Exceptional insights. Extraordinary results. JENZABAR EX JENZABAR EX A Proven Solution for Higher Education Jenzabar EX is a comprehensive, fully-scalable administrative platform designed specifically

More information

SOFTWARE, STRATEGIES, & SERVICES

SOFTWARE, STRATEGIES, & SERVICES SOFTWARE, STRATEGIES, & SERVICES for higher education SOLUTIONS OVERVIEW SINGULAR FOCUS For over four decades, Jenzabar has been dedicated to helping colleges and universities across the world thrive.

More information

The New Traditional Student Opportunity: Perpetual ROI throughout the Complete Student Lifecycle

The New Traditional Student Opportunity: Perpetual ROI throughout the Complete Student Lifecycle WHITE PAPER The New Traditional Student Opportunity: Perpetual ROI throughout the Complete Student Lifecycle Welcome to the knowledge-based global economy, where a nation s long-term health and wealth

More information

The New Traditional Student Opportunity

The New Traditional Student Opportunity The New Traditional Student Opportunity Perpetual ROI Throughout the Complete Student Lifecycle WHITEPAPER Table of Contents 1 Introduction 6 Modern CE Systems 2 The Golden Age of Adult Continuing Education

More information

Jenzabar. Continuing Education and Workforce Development Administrative Solution for Higher Success

Jenzabar. Continuing Education and Workforce Development Administrative Solution for Higher Success Jenzabar Higher Reach Continuing Education and Workforce Development Administrative Solution for Higher Success Higher revenue. Higher efficiencies. Higher success. It s all within your reach. Recent shifts

More information

JENZABAR RECRUITMENT. A CRM Tailored to Your Needs JENZABAR RECRUITMENT

JENZABAR RECRUITMENT. A CRM Tailored to Your Needs JENZABAR RECRUITMENT JENZABAR RECRUITMENT A CRM Tailored to Your Needs JENZABAR RECRUITMENT JENZABAR RECRUITMENT Bring Your Recruitment Efforts to the Next Level Competition for the best students is tough, and prospective

More information

Are you on track for your competitive advantage?

Are you on track for your competitive advantage? Gartner Newsletter Content 2011 Issue 1 The Critical Role of CRM in Managing the Higher Education Student Life Cycle [Intro Letter at top] Insert John-Speer.jpg Are you on track for your competitive advantage?

More information

Web Portals and Higher Education Technologies to Make IT Personal

Web Portals and Higher Education Technologies to Make IT Personal Chapter 3 Customer Relationship Management: A Vision for Higher Education Gary B. Grant and Greg Anderson Web Portals and Higher Education Technologies to Make IT Personal Richard N. Katz and Associates

More information

FORGE A PERSONAL CONNECTION

FORGE A PERSONAL CONNECTION ONLINE REPORT SPONSORED BY: SNAPSHOT: FORGE A PERSONAL CONNECTION EMPLOY CRM IN HIGHER EDUCATION TO STREAMLINE AND SOLIDIFY STUDENT RECRUITING AND RETENTION. INSIDE P2 DEPLOY AN INTEGRATED CRM SYSTEM P3

More information

Accounts Payable Jenzabar EX

Accounts Payable Jenzabar EX Accounts Payable Jenzabar EX Data sheet The Jenzabar EX Accounts Payable module gives you increased control over your institution s critical financial information to help you manage cash flow, vendor transactions,

More information

Finance Division. Strategic Plan 2014-2019

Finance Division. Strategic Plan 2014-2019 Finance Division Strategic Plan 2014-2019 Introduction Finance Division The Finance Division of Carnegie Mellon University (CMU) provides financial management, enterprise planning and stewardship in support

More information

CONSTITUENT RELATIONSHIP MANAGEMENT: PEOPLESOFT CRM 9.1 FOR HIGHER EDUCATION

CONSTITUENT RELATIONSHIP MANAGEMENT: PEOPLESOFT CRM 9.1 FOR HIGHER EDUCATION CONSTITUENT RELATIONSHIP MANAGEMENT: PEOPLESOFT CRM 9.1 FOR HIGHER EDUCATION Colleges and universities continue to experience unprecedented challenges: increased expectations from their constituents for

More information

IBM Predictive Analytics Solutions for Education

IBM Predictive Analytics Solutions for Education IBM Software White Paper Business Analytics IBM Predictive Analytics Solutions for Education Empower your institution to make the right decision every time 2 IBM Predictive Analytics Solutions for Education

More information

CRM (Constituent Relationship Management) Software Purchase

CRM (Constituent Relationship Management) Software Purchase June 24, 2015 TO: FROM: RE: THE DISTRICT BOARD OF TRUSTEES of Valencia College SANFORD C. SHUGART President CRM (Constituent Relationship Management) Software Purchase Valencia College currently uses Ellucian

More information

What Is Predictive Modeling?

What Is Predictive Modeling? WHITE PAPER What Is Predictive Modeling? Improving student success in higher education with analytic technologies and practices. Is college worth it? This fundamental question is shaking the core of higher

More information

Student Success Through to Completion JENZABAR RETENTION JENZABAR RETENTION

Student Success Through to Completion JENZABAR RETENTION JENZABAR RETENTION Student Success Through to Completion JENZABAR RETENTION JENZABAR RETENTION JENZABAR RETENTION What if you had the tools to drive student success from matriculation all the way through to completion? What

More information

Information Technology Strategic Plan 2014-2017

Information Technology Strategic Plan 2014-2017 Information Technology Strategic Plan 2014-2017 Leveraging information technology to create a competitive advantage for UW-Green Bay Approved December 2013 (Effective January 2014 December 2017) Contents

More information

The value of a long-term investment in CRM for higher education

The value of a long-term investment in CRM for higher education The value of a long-term investment in CRM for higher education An Ovum whitepaper for Campus Management Reference Code: CYTC 1183 Publication Date: February 2011 Author: Nicole Engelbert The value of

More information

Business Analytics and Data Warehousing in Higher Education

Business Analytics and Data Warehousing in Higher Education WHITE PAPER Business Analytics and Data Warehousing in Higher Education by Jim Gallo Table of Contents Introduction...3 Business Analytics and Data Warehousing...4 The Role of the Data Warehouse...4 Big

More information

Customer Relationship Management (CRM) in Admissions and Records. AACRAO 2008 Annual Meeting Orlando, FL #293, 8:30-9:45 Wednesday, March 26, 2008

Customer Relationship Management (CRM) in Admissions and Records. AACRAO 2008 Annual Meeting Orlando, FL #293, 8:30-9:45 Wednesday, March 26, 2008 Customer Relationship Management (CRM) in Admissions and Records AACRAO 2008 Annual Meeting Orlando, FL #293, 8:30-9:45 Wednesday, March 26, 2008 In Today s Presentation Definition of CRM technology University

More information

STRATEGIC PLAN 2013-2017 SUPPORTING STUDENT SUCCESS

STRATEGIC PLAN 2013-2017 SUPPORTING STUDENT SUCCESS STRATEGIC PLAN 2013-2017 SUPPORTING STUDENT SUCCESS FROM THE VICE PRESIDENT It is my pleasure to share the University of Houston Division of Student Affairs and Enrollment Services 2013-2017 Strategic

More information

Goal #1 Learner Success Ensure a distinctive learning experience and foster the success of students.

Goal #1 Learner Success Ensure a distinctive learning experience and foster the success of students. Western Michigan University is committed to being learner centered, discovery driven, and globally engaged as it transitions into the next strategic planning cycle. In the first year of the University

More information

IBM Business Analytics for Higher Education. 2012 IBM Corporation

IBM Business Analytics for Higher Education. 2012 IBM Corporation IBM Business Analytics for Higher Education The external pressures on higher education institutions aren t subsiding Expectation of improved student performance Complex operations Lack of decision-quality

More information

Start Small with Big Data: Impactful Analytics for Higher Education

Start Small with Big Data: Impactful Analytics for Higher Education WHITE PAPER Start Small with Big Data: Impactful Analytics for Higher Education What exactly is big data? Agreeing on a universal description is nearly impossible. Intel, Oracle, The National Institute

More information

April 2014. Oracle Higher Education Investment Executive Brief

April 2014. Oracle Higher Education Investment Executive Brief April 2014 Oracle Higher Education Investment Executive Brief Disclaimer The following is intended to outline our general product direction. It is intended for information purposes only, and may not be

More information

Solution Overview SPECIALIST WAT SPECIALIST WA ER TER BILLING BILLING & CRM CRM

Solution Overview SPECIALIST WAT SPECIALIST WA ER TER BILLING BILLING & CRM CRM Solution Overview SPECIALIST WATER BILLING & CRM SPECIALIST SOFTWARE FOR SMARTER INVESTMENT DECISIONS Gentrack Velocity: Powerful tools for water utilities Water utilities are under constant pressure from

More information

How to Build Effective Online Learner Support Services

How to Build Effective Online Learner Support Services How to Build Effective Online Learner Support Services www.contactnorth.ca www.contactnord.ca How to Build Effective Online Learner Support Services Online support services for learners can be as important

More information

Lifelong Learning 2020

Lifelong Learning 2020 Learning 2020 A UW-Madison Campus-Wide Strategic Plan lifelonglearning.wisc.edu January 2015 Learning 2020 Creating transformative and meaningful learning experiences, reaching more learners, and generating

More information

STRATEGIC ENROLLMENT MANAGEMENT

STRATEGIC ENROLLMENT MANAGEMENT WHITE PAPER STRATEGIC ENROLLMENT MANAGEMENT Strengthening relationships in higher education Table of Contents INTRODUCTION...1 HIGHER EDUCATION CHALLENGES...1 THE ENROLLMENT MANAGEMENT LIFE CYCLE...2

More information

Guidelines For A Successful CRM

Guidelines For A Successful CRM Guidelines For A Successful CRM Salesboom.com Many organizations look to CRM software solutions to address sales or maybe customer service deficiencies or to respond to pressures from outside sources in

More information

Journey to Excellence

Journey to Excellence STRATEGIC PLAN: 2010-2015 Journey to Excellence Henry W. Bloch School of Business and Public Administration University of Missouri Kansas City SEPTEMBER 2010 TABLE OF CONTENTS Preface... 3 Where We Are

More information

UNIVERSITY OF MIAMI SCHOOL OF BUSINESS ADMINISTRATION MISSION, VISION & STRATEGIC PRIORITIES. Approved by SBA General Faculty (April 2012)

UNIVERSITY OF MIAMI SCHOOL OF BUSINESS ADMINISTRATION MISSION, VISION & STRATEGIC PRIORITIES. Approved by SBA General Faculty (April 2012) UNIVERSITY OF MIAMI SCHOOL OF BUSINESS ADMINISTRATION MISSION, VISION & STRATEGIC PRIORITIES Approved by SBA General Faculty (April 2012) Introduction In 1926, we embarked on a noble experiment the creation

More information

IBM Global Business Services Microsoft Dynamics CRM solutions from IBM

IBM Global Business Services Microsoft Dynamics CRM solutions from IBM IBM Global Business Services Microsoft Dynamics CRM solutions from IBM Power your productivity 2 Microsoft Dynamics CRM solutions from IBM Highlights Win more deals by spending more time on selling and

More information

Division of Information Technology. Strategic Plan 2012 THE GEORGE WASHINGTON UNIVERSITY

Division of Information Technology. Strategic Plan 2012 THE GEORGE WASHINGTON UNIVERSITY Division of Information Technology Strategic Plan 2012 THE GEORGE WASHINGTON UNIVERSITY 1 FROM THE CHIEF INFORMATION OFFICER FROM THE CHIEF INFORMATION OFFICER Dear Colleagues, The George Washington University

More information

Strategic Enrollment Management Plan 2015 2018. Recruitment Retention Student Success

Strategic Enrollment Management Plan 2015 2018. Recruitment Retention Student Success Strategic Enrollment Plan 2015 2018 Recruitment Retention Student Success *Adopted Fall 2015 STRATEGIC ENROLLMENT MANAGEMENT PLAN 2015-2018 Overview Vision Monroe County Community College will be an innovative

More information

DEAN OF THE SCHOOL OF HEALTH SCIENCES

DEAN OF THE SCHOOL OF HEALTH SCIENCES OAKLAND UNIVERSITY DEAN OF THE SCHOOL OF HEALTH SCIENCES Oakland University seeks an inspiring and visionary leader to serve as Dean of the School of Health Sciences. The Search Committee will begin reviewing

More information

Strategic Plan 2020 revision 2013

Strategic Plan 2020 revision 2013 Strategic Plan 2020 REVISION 2013 Strategic Plan 2020 REVISION 2013 Table of Contents Mission, Vision and Core Values 4 Message from the Chancellor 5 Strategic Plan 2020 7 Strategic Goals 8 Strategic

More information

Service Lifecycle Management Solutions

Service Lifecycle Management Solutions Service Lifecycle Management Solutions Complete Visibility & Control of Your Service Supply Chain The service landscape is shifting. Customer demands continue to increase. It is no longer enough to just

More information

CA Chorus Helps Reduce Costs, Improve Productivity and Assist With Mainframe Skills Retention

CA Chorus Helps Reduce Costs, Improve Productivity and Assist With Mainframe Skills Retention ROI BUSINESS USE CASE FEBRUARY 2015 CA Chorus Helps Reduce Costs, Improve Productivity and Assist With Mainframe Skills Retention 95% of our customers recognized and confirmed the skills problem in their

More information

January 2014. City of Brantford Human Resources Master Plan

January 2014. City of Brantford Human Resources Master Plan January 2014 City of Brantford Human Resources Master Plan The roadmap below represents approximate timing associated with implementation of key initiatives and activities over the life of the plan Time

More information

Strategic Plan FY 2014-2016

Strategic Plan FY 2014-2016 Strategic Plan FY 2014-2016 CONTENTS SUMMARY 3 ACADEMIC SERVICES 4 DATA MANAGEMENT & REPORTING 6 COMMUNICATIONS & COLLABORATION 7 IT SERVICES 8 INFRASTRUCTURE 9 SECURITY 10 BRAND BUILDING 11 INITIATION

More information

that s the Learning House difference.

that s the Learning House difference. Customized solutions and personal attention: that s the Learning House difference. Learning House offers a different kind of partnership, one dedicated to building a lasting relationship with a foundation

More information

Building Your CRM Short List: What You Need to Know Before You Buy

Building Your CRM Short List: What You Need to Know Before You Buy Building Your CRM Short List: What You Need to Know Before You Buy Nov. 28, 2007 Moderator: Matt Villano, senior contributing editor, Campus Technology Introduction Agenda Building your CRM shortlist:

More information

Leveraging Customer Relationship Management (CRM) Technology in an Integrated Student Services Environment

Leveraging Customer Relationship Management (CRM) Technology in an Integrated Student Services Environment Leveraging Customer Relationship Management (CRM) Technology in an Integrated Student Services Environment Julie Selander One Stop Student Services University of Minnesota Agenda What is CRM? How is it

More information

S prin g 2 0 1 4. Higher Education Enrollment CRMs. Some assembly required?

S prin g 2 0 1 4. Higher Education Enrollment CRMs. Some assembly required? S prin g 2 0 1 4 Higher Education Enrollment CRMs Some assembly required? Table of Contents Higher Education Enrollment CRMs... 1 Introduction... 1 Best Practice: Closed Loop System... 2 Closed Loop Benefits...

More information

Patient Relationship Management

Patient Relationship Management Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information

More information

Tallahassee Community College Foundation College Innovation Fund. Program Manual

Tallahassee Community College Foundation College Innovation Fund. Program Manual Tallahassee Community College Foundation College Innovation Fund Program Manual REVISED JUNE 2015 TCC Foundation College Innovation Fund Page 2 Table of Contents INTRODUCTION & OVERVIEW... 3 PURPOSE...

More information

2014-2015 State of CRM Use in Higher Education Report

2014-2015 State of CRM Use in Higher Education Report 2014-2015 State of CRM Use in Higher Education Report Foreword The American Association of Collegiate Registrars and Admissions Officers (AACRAO) periodically undertakes research projects to keep ourselves,

More information

Strategic Plan. Revised, April 2015

Strategic Plan. Revised, April 2015 Strategic Plan 2011 2020 Revised, April 2015 A Message from the President I am pleased to present Endicott College: Strategic Plan 2011 2020, which was developed by the Endicott College Planning Committee

More information

Improve Efficiency and Cut Costs in Higher Education Document Management. higher education

Improve Efficiency and Cut Costs in Higher Education Document Management. higher education Improve Efficiency and Cut Costs in Higher Education Document Management higher education Empower. In today s fast-changing world, colleges and universities are looking for ways to cut costs, stretch budgets,

More information

OSU Foundation STRATEGIC PLAN: 2010 2015

OSU Foundation STRATEGIC PLAN: 2010 2015 OSU Foundation STRATEGIC PLAN: 2010 2015 (Updated August 2012) Introduction The Oregon State University Foundation dedicates itself to garnering the resources that enable OSU to achieve excellence in education,

More information

ST. LAWRENCE COLLEGE BUSINESS PLAN 2015-2016

ST. LAWRENCE COLLEGE BUSINESS PLAN 2015-2016 ST. LAWRENCE COLLEGE BUSINESS PLAN 2015-2016 LETTER FROM THE PRESIDENT AND CEO /// The first year of our Strategic Plan, Our Future, is now complete and we are already seeing the positive impact of the

More information

JRM. Jenzabar Recruitment Manager

JRM. Jenzabar Recruitment Manager JRM Jenzabar Recruitment Manager 1 Why CRM for Higher Education Most institutions have invested significant money in data systems and have many databases. They often find, though, that accessing, analyzing,

More information

IT & Management Consulting Services

IT & Management Consulting Services 2008 Microsoft Corporation. All rights reserved. This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Microsoft, Excel, Microsoft Dynamics,

More information

For the last 80 years, the College of Business at Bloomsburg University of Pennsylvania has defined business education

For the last 80 years, the College of Business at Bloomsburg University of Pennsylvania has defined business education For the last 80 years, the College of Business at Bloomsburg University of Pennsylvania has defined business education by transforming students lives, impacting the regional business community, and producing

More information

2012 State of B2B E-Commerce

2012 State of B2B E-Commerce 2012 State of B2B E-Commerce Executive Summary As digital commerce has transformed all commerce over the last decade, customers have been offered increasing control over their buying experience. Ease of

More information

Second Edition Strategic Technology Plan

Second Edition Strategic Technology Plan Second Edition 2016 Strategic Technology Plan TABLE OF CONTENTS Executive Summary 4 Introduction and Overview of Document 6 Case for Action 9 Why we need an STP 11 Without an STP 12 Purpose of an STP

More information

University of Arizona College of Engineering Marketing, Branding and Communications Plan

University of Arizona College of Engineering Marketing, Branding and Communications Plan University of Arizona College of Engineering Marketing, Branding and Communications Plan PETE BROWN, COMMUNICATIONS DIRECTOR EMAIL: PNB@EMAIL.ARIZONA.EDU TELEPHONE: 520.621.3754 KARINA BARRENTINE, MARKETING

More information

University of Michigan Stephen M. Ross School of Business Managing Director, Executive MBA Program

University of Michigan Stephen M. Ross School of Business Managing Director, Executive MBA Program Position Specification University of Michigan Stephen M. Ross School of Business Managing Director, Executive MBA Program January 2015 POSITION SPECIFICATION Position Institution Location Reporting Relationship

More information

STRATEGIC PLAN 2015-2020

STRATEGIC PLAN 2015-2020 STRATEGIC PLAN 2015-2020 EXECUTIVE SUMMARY Georgia Regents University Division of Enrollment & Student Affairs participates in annual strategic planning so that the division can clarify goals and focus

More information

Houston Community College Transforms IT Systems to Improve Service and Efficiency

Houston Community College Transforms IT Systems to Improve Service and Efficiency Houston Community College Transforms IT Systems to Improve Service and Efficiency Houston Community College Houston, TX www.hccs.edu Industry: Education & Research Annual Revenue: US$255 million Employees:

More information

University of Nebraska Online Worldwide Rolling Three Year Strategic Plan January 2010

University of Nebraska Online Worldwide Rolling Three Year Strategic Plan January 2010 University of Nebraska Online Worldwide Rolling Three Year Strategic Plan January 2010 The University of Nebraska has established an integrated University wide distance education program to serve the educational

More information

Enterprise Social Networking Technology Embracing a New Competitive Advantage Strategy. A White Paper

Enterprise Social Networking Technology Embracing a New Competitive Advantage Strategy. A White Paper Enterprise Social Networking Technology Embracing a New Competitive Advantage Strategy A White Paper Introduction In these dynamic economic times doing more with less has become the norm. Demanding customers

More information

Retail Industry Executive Summary

Retail Industry Executive Summary Mobile Business Intelligence: Better Decisions Anywhere You Do Business Retail Industry Executive Summary Business Intelligence (BI) and Mobility Applications are top priorities for today s retail business.

More information

Edward E. Mills. Leadership Summary: Employment History: California State University, Sacramento

Edward E. Mills. Leadership Summary: Employment History: California State University, Sacramento Edward E. Mills Leadership Summary: With twenty-eight years of progressive experience, Mr. Mills is a collaborative and adaptable leader who fosters student success through innovative student service and

More information

Oracle Solutions for Higher Education: Student Lifecycle Management

Oracle Solutions for Higher Education: Student Lifecycle Management Oracle Solutions for Higher Education: Student Lifecycle Management Introduction Higher education leaders, administrators and researchers continue to grapple with transformational issues in education driving

More information

IBM Executive Point of View: Transform your business with IBM Cloud Applications

IBM Executive Point of View: Transform your business with IBM Cloud Applications IBM Executive Point of View: Transform your business with IBM Cloud Applications Businesses around the world are reinventing themselves to remain competitive in a time when disruption is the new normal.

More information

Beyond listening Driving better decisions with business intelligence from social sources

Beyond listening Driving better decisions with business intelligence from social sources Beyond listening Driving better decisions with business intelligence from social sources From insight to action with IBM Social Media Analytics State of the Union Opinions prevail on the Internet Social

More information

How to Build a Service Management Hub for Digital Service Innovation

How to Build a Service Management Hub for Digital Service Innovation solution white paper How to Build a Service Management Hub for Digital Service Innovation Empower IT and business agility by taking ITSM to the cloud Table of Contents 1 EXECUTIVE SUMMARY The Mission:

More information

COPYRIGHT 2012 VERTICURL WHITEPAPER: TOP MISTAKES TO AVOID WHEN BUILDING A DEMAND CENTER

COPYRIGHT 2012 VERTICURL WHITEPAPER: TOP MISTAKES TO AVOID WHEN BUILDING A DEMAND CENTER COPYRIGHT 2012 VERTICURL WHITEPAPER: TOP MISTAKES TO AVOID WHEN BUILDING A DEMAND CENTER For many B2B organizations, building a demand center is a no-brainer. Learn how to ensure you re successful by avoiding

More information

2010-2011 Operational Plan

2010-2011 Operational Plan 2010-2011 Operational Plan Goal 1 Student Learning and Success: Ensure student learning and success by promoting an innovative and supportive learning environment. 1.1 Offer and promote a variety of programs

More information

Innovation and Impact: Renewing the Promise of the Public Research University

Innovation and Impact: Renewing the Promise of the Public Research University Innovation and Impact: Renewing the Promise of the Public Research University I. Context and Vision Innovation and Impact: An Enduring Mission UMass Amherst is a great public research university, with

More information

OAKLAND UNIVERSITY DEAN OF THE SCHOOL OF NURSING

OAKLAND UNIVERSITY DEAN OF THE SCHOOL OF NURSING OAKLAND UNIVERSITY DEAN OF THE SCHOOL OF NURSING Oakland University seeks an inspiring and visionary leader to serve as Dean of the School of Nursing. The Search Committee will begin reviewing applications

More information

Inspiring Learning Through Technology. JENZABAR elearning

Inspiring Learning Through Technology. JENZABAR elearning JENZABAR elearning Inspiring Learning Through Technology JENZABAR elearning JENZABAR elearning The LMS from the Higher Ed Technology Experts Jenzabar is more than just your technology partner. With decades

More information

Demystifying Academic Analytics. Charlene Douglas, EdD Marketing Manager, Higher Education, North America. Introduction

Demystifying Academic Analytics. Charlene Douglas, EdD Marketing Manager, Higher Education, North America. Introduction Demystifying Academic Analytics Charlene Douglas, EdD Marketing Manager, Higher Education, North America Introduction Accountability, stakeholders, dashboards this is the language of corporations, not

More information

Texas State University University Library Strategic Plan 2012 2017

Texas State University University Library Strategic Plan 2012 2017 Texas State University University Library Strategic Plan 2012 2017 Mission The University Library advances the teaching and research mission of the University and supports students, faculty, and other

More information

Information Technology Services. Roadmap 2014-2016

Information Technology Services. Roadmap 2014-2016 Information Technology Services Roadmap 2014-2016 Introduction This document charts the direction for Humboldt State University s Information Technology Services department over the next three years. It

More information

Rhode Island School of Design Strategic Plan Summary for 2012 2017. critical making. making critical

Rhode Island School of Design Strategic Plan Summary for 2012 2017. critical making. making critical Rhode Island School of Design Strategic Plan Summary for 2012 2017 critical making making critical executive summary This strategic plan serves as a guide for Rhode Island School of Design (RISD) over

More information

Delivering the Ideal Customer Experience. Pega CRM Solutions for Financial Services Institutions

Delivering the Ideal Customer Experience. Pega CRM Solutions for Financial Services Institutions Delivering the Ideal Customer Experience Pega CRM Solutions for Financial Services Institutions Gartner and Forrester rank Pegasystems as a leader in CRM for one very good reason Pega delivers the most

More information

Thriving in the New Normal for Tax Administration

Thriving in the New Normal for Tax Administration Experience the commitment ISSUE PAPER Thriving in the New Normal for Tax Administration This paper discusses how tax agencies can identify specific revenue collection initiatives and begin to build the

More information

Transform your Contact Center into a Relationship Platform with PositiveEdge Solutions

Transform your Contact Center into a Relationship Platform with PositiveEdge Solutions Transform your Contact Center into a Relationship Platform with PositiveEdge Solutions NEXT GENERATION MULTI CHANNEL CONTACT CENTER PLATFORM Being a vital link to the customers they serve, Contact Centers

More information

ENGINEERING AT ILLINOIS MARKETING FRAMEWORK

ENGINEERING AT ILLINOIS MARKETING FRAMEWORK ENGINEERING AT ILLINOIS MARKETING FRAMEWORK 2015 OUR COMMITMENT 02 POSITIONING STATEMENT 03 We do the impossible every day. PROOF POINTS 04 OUR ROLE & GOALS 06 OUR ENVIRONMENT 08 RESOURCES 09 OUR COMMITMENT

More information

Experience a world where customer interactions just keep getting better.

Experience a world where customer interactions just keep getting better. Experience a world where customer interactions just keep getting better. NCR SERVICES Brochure Title Goes Here Proactive management, Sub-header / descriptionmaintenance goes here and support Experience

More information

The Importance of Data Quality for Intelligent Data Analytics:

The Importance of Data Quality for Intelligent Data Analytics: The Importance of Data Quality for Intelligent Data Analytics: Optimizing the Financial and Operational Performance of IT White Paper IT decisions are only as good as the data they re based on. And that

More information

The business owner s guide for replacing accounting software

The business owner s guide for replacing accounting software The business owner s guide for replacing accounting software Replacing your accounting software is easier and more affordable than you may think. Use this guide to learn about the benefits of a modern

More information

The Definitive Guide to Social CRM

The Definitive Guide to Social CRM The Definitive Guide to Social CRM Maximizing Customer Relationships with Social Media to Gain Market Insights, Customers, and Profit Barton J. Goldenberg Chapter 1 Understanding the Intersection of CRM,

More information

Enterprise-Wide Application of CRM at Indiana State University

Enterprise-Wide Application of CRM at Indiana State University Enterprise-Wide Application of CRM at Indiana State University October 16, 2012 Moderated by Emily Busse Online Marketing Specialist Campus Management Agenda Introduction Overview: Campus Management Enterprise-Wide

More information

Position Description Cover Sheet

Position Description Cover Sheet Position Description Cover Sheet In order to make an objective and accurate evaluation of a position, it is very important that the position description (PD) contain relevant data. Therefore, please provide

More information

Fall 2014. January. February. March. April. May. June & July. August November. December

Fall 2014. January. February. March. April. May. June & July. August November. December Oswego State Draft Information Technology Strategic Plan November 17, 2015 Fall 2014 January February March April May Strategic Planning Steering Committee formed Events & Meetings planned Strategic Planning

More information

My Experience. Serve Users in a Way that Serves the Business.

My Experience. Serve Users in a Way that Serves the Business. Infrastructure Services the way we do it My Experience Serve Users in a Way that Serves the Business. A Smarter Strategy for Empowering Users IT has entered a new era, and CIOs need to perform a delicate

More information

Administrative Program Reviews

Administrative Program Reviews Support Unit Administrative Support Unit 3.3.1.2 Business Office Human Resources Information Technologies Maintenance (Physical Plant) Unit Mission The purpose of Calhoun Community College s Business Operations

More information

Solutions overview. Inspiring talent management. Solutions insight. Inspiring talent management

Solutions overview. Inspiring talent management. Solutions insight. Inspiring talent management Solutions overview Inspiring talent management Solutions insight Inspiring talent management Inspiring talent management Intuitive technology that people love to use Lumesse is the only global company

More information

Five predictive imperatives for maximizing customer value

Five predictive imperatives for maximizing customer value Five predictive imperatives for maximizing customer value Applying predictive analytics to enhance customer relationship management Contents: 1 Introduction 4 The five predictive imperatives 13 Products

More information

The Changing Landscape of B2B ecommerce

The Changing Landscape of B2B ecommerce The Changing Landscape of B2B ecommerce For years, ecommerce was a B2C game a channel best suited for consumer brands and retail transactions. Several recent studies and some major shifts in buyer behavior,

More information

Are you ready for CRM? A Primer for CRM Rookies. John Copeland, DemandEngine Calem 2015

Are you ready for CRM? A Primer for CRM Rookies. John Copeland, DemandEngine Calem 2015 Are you ready for CRM? A Primer for CRM Rookies John Copeland, DemandEngine Calem 2015 1 Of the nearly 5,000 colleges, universities, and trade schools in the United States, only about 40 or 50 could be

More information

Cincom Synchrony. Cincom Synchrony. Multi-channel customer experience management SIMPLIFICATION THROUGH INNOVATION TM

Cincom Synchrony. Cincom Synchrony. Multi-channel customer experience management SIMPLIFICATION THROUGH INNOVATION TM Cincom Synchrony Cincom Synchrony Multi-channel customer experience management SIMPLIFICATION THROUGH INNOVATION TM Restore the intimacy Today s customers are more sophisticated and demanding than ever,

More information

The Next Generation of Retail Customer Interaction

The Next Generation of Retail Customer Interaction RETAIL The Next Generation of Retail Customer Interaction Strategies and Technologies for Meeting the Evolving Needs of Retail Customers The Next Generation of Retail Customer Interaction Strategies and

More information

2015 Trends to Watch: Higher Education

2015 Trends to Watch: Higher Education 2015 Trends to Watch: Higher Education Leveraging IT to benefit the institutional mission Publication Date: 05 Nov 2014 Product code: IT0008-000217 Navneet Johal Summary Catalyst The higher education industry

More information

Darden School. Commission/Schools/Darden/November 2007 1

Darden School. Commission/Schools/Darden/November 2007 1 Darden School The Darden School of Business recently celebrated its 50 th anniversary, reflecting the strong base on which to build toward its centennial. While the world in which the School operates has

More information