More Than Just A Recruiting Tool: Using A CRM To Increase Efficiencies, Improve Effectiveness & Enhance Student Success
Customer Relationship Management (CRM) is both a business strategy and a set of software tools and technology designed to increase efficiencies and build customer satisfaction. CRM has been used extensively in the commercial sector and has been adopted by many admissions offices for recruiting, event planning, and relationship building. However, it has not been leveraged much in other student services offices in higher education.
CRM has great potential to be used across the institutional enterprise, and specifically in the offices providing student services information, support, and counseling. CRM strategies and tools can provide a more holistic student services experience by allowing a 360-degree view of information, thereby increasing efficiencies, improving effectiveness, and providing an environment for student success.
The presenter will provide an exploration into some of the capabilities of CRM for your institution including:
- Case management
- Knowledge base
- Workflow automation
Learn how data from the implementation of this tool at the University of Minnesota is completely changing the organizational staffing model and helping to meet recent budget challenges.
- Define and describe what Customer Relationship Management is (including CRM strategy, processes, and technology)
- Understand how CRM systems are being used for managing, recording, evaluating, forecasting, and reporting
- Learn about the various components of CRM including contact and case management, knowledge base, workflow automation, reporting and analytics
- Identify ways higher education student services organizations can leverage CRM technology to assist with student support goals and student success measures
- Examine the vision, goals, and objectives of the University of Minnesota’s CRM initiative
- Explore the opportunities that CRM can provide your student services organization
- 2-year & 4-year institutions
- Student Services/Affairs
- Registrars & Student Records Staff
- Bursars & Business Office Staff
- Integrated Student Services/One Stop Student Services Staff
- Outreach & Recruitment Staff
- Advising & Counseling
- Student Life
- Financial Aid Directors & Staff
“Customer Relationship Management, or CRM, is more than just a system. It is also a strategy, and can provide tremendous opportunity for higher education provided that it operates within a framework of a customer or student-centric strategy. Without proper planning and strategy, a CRM could end up as a glorified database of student information.”
Dr. Julie Selander has worked in higher education administration and finance for over 29 years and her experience includes a variety of leadership positions in student services and service operations. Prior to Julie’s current role as the Director of the One Stop Student Services and University Veterans Services at the University of Minnesota, she collaborated with her colleagues to develop the “One Stop” model, providing seamless and integrated student services in the areas of enrollment, registration, financial aid, billing, academic records, and veteran services.
Julie presents frequently on various topics related to higher education student services and has written several articles for publication, including a chapter for NACUBO’s Student Centered Financial Services: Innovations That Succeed. She is the President for the Institute for Student Services Professionals and consults for a variety of higher educational institutions on student services, customer service, and financial literacy topics.
Julie has her bachelor’s, master’s, and PhD degrees from the University of Minnesota. Her PhD is in Organizational Leadership, Policy, & Development with an emphasis in Higher Education. She has been a part-time instructor for several years at the University of Minnesota and has taught Strategic Customer Relationship Management and Customer Service Training.
What is a live webinar?
A live webinar is an interactive online training. Participants can communicate with the presenter(s) during the event via a live chat feature.
What is an on-demand webinar and how do I get access?
An on-demand training is a previously recorded webinar available online for faculty and staff to access anytime, anywhere. You can register for on-demand trainings at any time. You typically receive a link to the recording and handouts within 24 hours of registration.
How long are the webinars?
Webinars can be 30, 45, 60, 90 or 120 minutes. Please check the webinar page for the exact timeframe.
How do I register?
You can register online by adding the product to your shopping cart. You can also register by fax, email (email@example.com), or mail by completing the paper-based registration form. The paper-based registration form is unique to each webinar and is available on each product page.
How do I request accommodations?
For captioning, please contact us 7 days in advance. 303.955.0415 or firstname.lastname@example.org
When do I register?
You can register at any time, even the morning of the live event. If the live event has occurred, you can purchase the on-demand training (recording) of the session. You can register for on-demand trainings at any time.
What is the process for attending a live event?
The process is as follows:
- We email participants login instructions approximately 1 week prior to the live event.
- We email participants a link to the PowerPoint (.pdf) and any additional handouts approximately 1-2 days prior to the live event. Participants can make copies for attendees if desired.
- We give a courtesy reminder call the day before the live event.
- On the day of the live event, participants can login 30 minutes prior to the start time. Once logged in, participants can see the PowerPoint slides, ask questions, and make comments via the chat feature.
- We email participants a link to the recording the Monday following the live event.
Is there a recording available? And how long is the recording good for?
Approximately one week after the conclusion of the live webinar, participants will receive a link to the recording which can be forwarded to all faculty and staff for viewing anytime, anywhere. The recording is a campus access license and is available for one year from the date of the live event.
What are the technical requirements?
Innovative Educators uses WebEx as its web conferencing provider. If you have not previously attended a WebEx event, please Join a Test Meeting to make sure your computer is compatible with WebEx. Be sure to complete this test prior to the live event. System Requirements - Webex System Requirements
What equipment is required?
For individual or small group viewing, a computer with a reliable Internet connection and audio capabilities are all that’s needed. For large group presentations, we recommend a computer with a reliable Internet connection and speakers, as well as an LCD projector. Participants can call in via phone if they are having trouble retrieving the audio over the computer. Please be sure to reserve a meeting room prior to the live event that can accommodate these requirements as well as your attendees. You should reserve the room 30 minutes prior to the webinar start time and you may want to allow at least 15-30 minutes after the webinar for discussion.
How much does a live webinar or on-demand training cost?
1 Training (Live Webinar or On-Demand Training) - $425 Unlimited connections, campus-wide access license to the recording for one year.
- 2 Trainings - $645 Unlimited connections, recording for one year (campus-wide access)
- 3 Trainings - $900 Unlimited connections, recording for one year (campus-wide access)
- 6 Trainings - $1500 Unlimited connections, recording for one year (campus-wide access)
What type of payment do you accept?
You may pay with a credit card (MasterCard or Visa), PO, check, or electronic transfer of funds. You can email us (email@example.com), call 303-955-0415 or fax 1.866.508.0860.
Where do I send payment?
Please mail checks and POs to our mailing address:
3277 Carbon Place
Boulder, CO 80301
What is your cancellation policy?
Below is a breakdown of our cancellation policy.
- 30 days prior: Full refund
- 14 days prior: $100 processing fee
- Fewer than 14 days: Credit toward another IE event. Please note that registration for the live webinar includes access to the recording which you can share, as it is a campus access license. We email the recording the Monday following the live event. For questions, please email us or call 303.955.0415.
What are the benefits of online training?
Cost-Effective: No travel required. Online Training is an innovative way to provide your entire faculty and staff with a variety of professional development opportunities for one low price! The more you train the more you save, as the registration fee is per institution, not per person.
Easy: You will receive a detailed list of instructions via email. If you run into any problems, we're always here to help.
Practical: Our training sessions focus on the most critical and relevant issues facing educators today. Our primary goal is to provide participants with the information, training, and skills necessary to immediately implement positive change at their institutions.
Top-Notch Presenters: Our presenters are subject matter experts and recognized in their field.
Value Added: When you purchase an online training, you also receive a campus-wide access license to the recording for one year. Faculty and staff can access it as often as they like from any location.
Satisfaction Guaranteed: Our online training is 100% guaranteed. If you are not satisfied, we will give you a credit for a future webinar or on-demand training of your choice (of equal or lesser value).
How can we use these trainings?
- Live: Promote and attend a live webinar and debrief immediately following.
- Hybrid: Distribute the recording to all faculty and staff at the beginning of each month and plan a discussion session at the end of the month to determine how you will implement the strategies presented.
- On-Demand: Distribute the recording to faculty and staff so they can watch anytime, anywhere.
In-Service Training: Plan an in-service around a live webinar or schedule a day and time to show the recording in a lecture hall or large conference room and invite faculty and staff to brainstorm and discuss implications for your institution.
Online Faculty and Staff Learning Communities: Distribute the recording to faculty and staff so they can watch anytime, anywhere.
Staff Recognition: Develop a program around the webinar with monthly themes and recognize the staff members that implement the best idea related to the theme.
Team-Building: Utilize these trainings to develop cross-functional and cross-discipline teams to foster collegiality.
New Employee Training: Include the online training as part of your new employee training program to ensure consistency.
Implementation and Follow-Up: Use the guide and evaluation materials provided by Innovative Educators to plan, implement, and track your progress.