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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




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


Graveyard Statuses

Not Qualified

Chose Not To Apply

Closed Inquiry

Rejected

No Response

Inactive Prospect

Cancelled

Awareness Campaigns


Insight: Inquiry Generation

Purpose:

Provide insight into marketing and lead generation effectiveness.

  • Key Sort Variables:

  • Lead Source

  • Date Range

  • Program


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



  • Purpose:

  • Track agent activity and productivity.

  • Manage agents by monitoring “open” activities

  • Key Sort Variables:

  • Date Range

  • Advisor/Agent

  • Program


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