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CRM & Recruitment Best Practices. Brian Dycus May 1 st , 2013. Customer Relationship Management. Best Practices. Worst Practices. Poor “Filing” Systems Undifferentiated Messaging No Activity Records E-blasts & Call Campaigns Data, Data, Data! . Meaningful Statuses

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crm recruitment best practices

CRM & Recruitment Best Practices

Brian Dycus

May 1st, 2013

customer relationship management
Customer Relationship Management

Best Practices

Worst Practices

Poor “Filing” Systems

Undifferentiated Messaging

No Activity Records

E-blasts & Call Campaigns

Data, Data, Data!

  • Meaningful Statuses
  • Unique & Timely Messaging
  • Trackable Milestones
  • Intelligent Touch Points
  • Simple Reporting
crm best practices goals
CRM Best Practices: Goals
  • Track & Build Relationships
  • Plan Strategic Communications
  • Record Interactions & Documentation
prospect statuses
Prospect Statuses
  • Status Considerations
      • Sequential
      • Triggered by milestones
communication plans
Communication Plans

Nudging Prospects

What activities that build relationship and commitment?

communication plans1
Communication Plans

Nudging Prospects

Personal Introduction

School/Program Overview

Financial Aid Basics

Student Profiles

4Emails

4 Voicemails

6 – 10 Calls

Sample: New Inquiry

  • Anticipate Needed Information
  • Determine Appropriate Medium
  • Determine Amount of Communication
  • Keep it Personal
slide11

Purpose:

Provides insight into strengths and weaknesses in the admissions process.

  • Key Sort Variables:
  • Date Range
  • Advisor/Agent
  • Program
  • Lead Source

Purpose:

Forecast enrollment numbers for pending starts and focus advisor efforts.

  • Key Sort Variables
  • Start Date
  • Program
  • Advisor/Agent
slide12

Graveyard Statuses

Not Qualified

Chose Not To Apply

Closed Inquiry

Rejected

No Response

Inactive Prospect

Cancelled

Awareness Campaigns

slide13

Insight: Inquiry Generation

Purpose:

Provide insight into marketing and lead generation effectiveness.

  • Key Sort Variables:
  • Lead Source
  • Date Range
  • Program
slide14

Insight: Enrollment Process

Purpose:

Provide insight into admissions process effectiveness, agent effectiveness, and program value proposition.

  • Key Sort Variables:
  • Advisor/Agent
  • Program
  • Lead Source
  • Date Range
summary tips
Summary & Tips
  • Define Statuses
    • Avoid Grade Levels - Use Start Dates
  • Simple Communication Plans
    • Utilize Conversion Reports
    • Create Responsive Communication Plans
  • Connect To Other Departments (IW “Modules”)
    • F.A. Tracking
    • Document Tracking
    • Assigning Cases
slide17

Purpose:

  • Track agent activity and productivity.
  • Manage agents by monitoring “open” activities
  • Key Sort Variables:
  • Date Range
  • Advisor/Agent
  • Program
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