Download - Customer Relationship Management
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ApplicantProspective
Student Student Alumni
Po
ten
tial
Rev
enu
e
Recruitment
Phase
Enrollment
Phase
RetentionPhase
Fundraising
Phase
Time
Lifetime Student Relationship Management
Recruitment Pain: • Difficult to reach
the “right” prospects
• Recruitment potential restricted
Impact: Lost applicants
and potential tuition
Impact: Lost applicants
and potential tuition
Enrollment Pain:• Generating the
yield• Effective and
efficient applications
Impact: Lost applicants
and potential revenue
Impact: Lost applicants
and potential revenue
Retention Pain:• Low student
satisfaction• Students transfer
or drop-out
Impact:Lost students and revenue, increased costs to replace
Impact:Lost students and revenue, increased costs to replace
Fundraising Pain: • Lose contact
with alumni• Irrelevant
communications
Impact:Lost fundraising opportunities
Impact:Lost fundraising opportunities
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LEARNLEARN
Lifecycle Marketing: Reaching Out to Prospects, Students, and Alumni
Outbound Response
• Email• Web• Direct mail • Phone
• Email• Web• Return mail• Phone
CampaignAnalysis
CampaignPlanning
CampaignExecution
CampaignMeasurement
USEUSEConstituent
Profiles
• Suspects• Prospects• Applicants
On-going Dialogs
StudentAdministration
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PeopleSoft Drives Value
Why PeopleSoft Student Lifecycle Marketing?
• Powerful profile and segmentation tools to target the most qualified applicants, “at-risk” students, and potential contributors
• Increase tuition and contribution revenues with personalized, relevant, on-going interactions
• Access to all constituent data for recruitment, retention, and fundraising campaigns
• A vision for managing the entire Student Lifecycle-- driving unmatched interaction capabilities into every relationship to create more lifetime
value per student.
-- driving unmatched interaction capabilities into every relationship to create more lifetime
value per student.
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Improve Results of My Outreach/Recruiting Campaigns
Embedded “Smart” analytics using predictive technology lets you target students based on likely response
Triggers lets you adjust the channels in real-time based on results. Dynamic content lets you personalize content for 1-to-1 marketing. Ongoing dialogs generate higher response
Real-time measurement lets you make mid course correction
Better segmentation•Based on interests, behavior, profitability
Optimize channel and offer•Select the best channel, best offer and best content for each person
Better tracking•Closed loop results for each step in the campaign
The Solution
The PeopleSoft Difference
AnalyzeStudentsAnalyzeStudents
Plan Campaigns
Plan Campaigns
Execute
Campaigns
Execute
Campaigns
MeasureCampaignsMeasureCampaigns
ConvertLeads &
Responses
ConvertLeads &
Responses
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Prospective Student Portal with Outreach Email
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UMS Initial HTML Email
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UMS Survey Form with Real Time Profile Updates
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Online Application Dynamic Follow Up Page
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Confirming Interest and Dynamic Profile Updates
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Dynamic Content Follow Up Email
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Online Marketing/Outreach Works
Direct Mail PermissionEmail
Time to launch 4-6 weeks 7-10 days
Time for responses 3-6 weeks 3 days
Cost per thousand $500-700 $5-7
Response rate 1% 6-8%
Source: Gartner G2, March 2002
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Online Dialog Designer
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Online Dialog Smartview Reporting
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SmartView Campaign Analysis
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Telemarketing Smartviews
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Enrollment Management Portal View with Marketing Calendar
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Exceeding Constituent Service Expectations
• Reduce cost through self service
• Automate capture process
• Understand prior contacts
• Streamline service interactions
• Increase first contact closure rate
• Workforce optimization
• Identify right solution
• Speed time to resolution
• Assign right field staff
• Manage parts and equipment inventory
Workforce Optimization
Performance Measurement
Capture Issue
Assign Resources
Diagnose& Resolve
Issue
Dispatch Field
Personnel
Evaluate Constituent
History
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PeopleSoft Drives Value
Why PeopleSoft Integrated Service Management?
• Provide convenient and consistent service across all delivery channels – campus office, email, chat, phone, and fax
• Reduce service costs by empowering prospects, students, staff, and faculty to resolve their own issues with self-service
• Deliver personalized, targeted services based on constituent profiles, needs, and preferences
• Decrease service times and improve productivity with comprehensive, automated service capabilities
Using CRM techniques to manage relationships with students and alumni serves to increase satisfaction.
- BearingPoint
Using CRM techniques to manage relationships with students and alumni serves to increase satisfaction.
- BearingPoint
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Student 360 Degree View
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The Power of Dynamic Dialogs
• Relevant communications
• Targeted to the right audience at the right time
• Capture Real Time Profile Updates on Prospective Students, Existing Students, and Alumni
• Measure the effectiveness of all our your outreach communications
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The Power of the 360 Degree View
• Track all interactions with Prospective Students and Existing Students
• Online Chat, Email and Phone access for Students
• 360 Degree View of all communications
• Integrated access to Campus Solution data and applications such as the 3C’s, Financial Aid and Courses