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