Student Retention: Maximizing Student & Parent Satisfaction Using Customer Value Management

On Demand Training

$ 425.00

The registration fee includes institutional access to the recording for one year.
Register by fax or mail

Institutions are facing ever expanding requirements for reporting and achieving performance metrics such as retention rates, completion rates, and workforce placement. While most administrators and faculty welcome the accountability that these metrics provide for the institution to deliver high quality education to students, they face the difficult challenge of trying to understand and influence these outcomes with very little information about what is driving them at each specific institution. In order to control the outcomes of student success at their institution, college leadership need performance measures that tell them how they're doing before the end of the year when outcome data is collected and its too late to change the numbers.

The good news is that experience has demonstrated a strong link between student satisfaction and many of the outcome measures that most institutions must report. More satisfied students are more likely to complete their program, engage with faculty, and use the resources available to them to find well-paid jobs after graduation. The even better news is that student satisfaction can be understood and measured much sooner than outcome measures are reported each year. There are tools that allow us to map out the largest influencers of student satisfaction, understand how our institution is doing at delivering those things to students, and decide where to make changes using hard data and solid information. With these tools, institutions are empowered to make big changes in student satisfaction, which results in higher performance on a wide variety of external performance measures.

This webinar will introduce a customer satisfaction system called Customer Value Management and outline how it is applied in colleges and universities to measure student satisfaction with everything from curriculum development to career services and tuition rates. Participants will learn from examples of successful implementation and through this, better understand the student classroom experience. They will also be able to comparatively rank their institution against others to see how well they providing value to students and parents relative to comparable institutions. After introducing the system, the presenters will address the specific tools and concepts of Customer Value Management, clearly presenting the benefits of each in a higher education setting. The seminar will provide step-by-step instructions for implementing the system, reporting the results, and using the data to implement change.


  • Design a framework to understand their institutions value proposition to students as customers
  • Discover how this value can be measured as a hard metric and understood scientifically
  • Prepare to implement a system for measuring and improving student satisfaction
  • Develop three tools that will be used to report data inside the institution
  • Understand how to read and present data from the tools to drive real improvements
  • Express their institutions unique strengths in delivering a valuable education to students
  • 2-year & 4-year institutions
  • Academic Affairs/Instruction
  • Faculty (full and part-time)
  • Student Services/Affairs
  • Advising & Counseling
  • Retention Specialists
  • First Year Experience Coordinators
  • Parent Programming
  • Any educator interested in customer satisfaction and value management
"In an increasingly complex world of challenges and pressures, institutions of higher education really have just one key customer at the end of the day the student. Measuring how and why students are satisfied with their education will empower institutions to deliver a product that matters to their customer, keeping students engaged and driving institutional success."

Spencer Imel first worked with the Customer Value Management (CVM) methodology in his role as an economist in the Colorado Governors Office of State Planning and Budgeting. There, he and another colleague used CVM analysis to understand how and why the startup community was growing in Colorado and around the country. Since that project, Spencer has worked with non-profit and educational institutions to discover how the tools of CVM can be applied without substantial financial resources. He has worked with organizations such as Junior Achievement, the Colorado Enterprise Fund, and the University of Denver, as well as conducted an independent nationwide study of student satisfaction and value in higher education. Spencer recently co-founded Charted Territory, a consulting firm that is dedicated to unlocking the power of Customer Value analytics for small business, educational institutions, and non-profit organizations.

Dr. Geri Anderson, a life long educator, has joined the Aims Community as External Affairs Special Assistant to President Liddell. In this role, she will closely monitor all legislative and policy matters which may have implications for Aims Community College at the state and federal level.

Prior to beginning her tenure at Aims Community College, Dr. Anderson served as Interim President for the Community College of Aurora and the Vice President for academic and student affairs and Provost for the Colorado Community College System. In the role of Chief Academic and Student Affairs Officer, she provided leadership for all CCCS academic and student affairs policy review and development, ensured the development and enhancement of high quality career and technical and transfer education programs through ongoing program review, assessment of student learning, high academic standards and the expansion of scholarship/creative activity. In addition to providing leadership at the post-secondary level, she was responsible for Colorado’s K-16 career and education programs. In her 35 years experience as a higher education administrator and faculty member she has worked at large public research institutions, private liberal arts colleges and public community colleges. She began her career as a middle school science teacher in Lincoln, Nebraska.

In 2011, the Colorado General Assembly leadership selected Dr. Anderson to serve as co-chair for Colorado’s Interim Legislative Committee on Student Success. Additionally she served on the Board of Directors for the Denver-based Young Americans Center for Financial Education and the Rocky Mountain PBS Advisory Board, the Aurora Public School Superintendent’s Advisory Board and the Adams 14 School District Foundation Board. In recognition of her professional accomplishments, Dr. Anderson’s awards include Outstanding Service to the Colorado Association for Career and Technical Education, as the Student Education Association’s Outstanding Faculty of the Year, and the National Science Teachers Association’s Search for Science Excellence Award.

Dr. Anderson has an earned doctorate in Administration, Curriculum and Instruction from the University of Nebraska at Lincoln. She has two sons and they both attended community college.

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 (, 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

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.

Package Pricing

  • 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 (, call 303-955-0415 or fax 1.866.508.0860.

Where do I send payment?

Please mail checks and POs to our mailing address:
Innovative Educators
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?

Flexible Training:

  • 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.