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CRM & Recruitment Best Practices

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

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  1. CRM & Recruitment Best Practices Brian Dycus May 1st, 2013

  2. 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

  3. CRM Best Practices: Goals • Track & Build Relationships • Plan Strategic Communications • Record Interactions & Documentation

  4. Step 1: Definitions

  5. Prospect Statuses • Status Considerations • Sequential • Triggered by milestones

  6. Communication Plans Nudging Prospects What activities that build relationship and commitment?

  7. 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

  8. Case Records

  9. Lifecycle Roles/Stages

  10. 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

  11. Graveyard Statuses Not Qualified Chose Not To Apply Closed Inquiry Rejected No Response Inactive Prospect Cancelled Awareness Campaigns

  12. Insight: Inquiry Generation Purpose: Provide insight into marketing and lead generation effectiveness. • Key Sort Variables: • Lead Source • Date Range • Program

  13. 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

  14. 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

  15. Discussion & Next Steps

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

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