Leveraging Client Relationship Management (CRM) Technology to Drive Student Enrollment Ms. Rachel Honora Functional Analyst IV University of Houston Mr. Chris Cheatham Assistant Dean, Enrollment Management University of Houston-Downtown Ms. Kassidy Green Assistant Director, Enterprise Systems University of Houston-Downtown Ms. Jackie Chaney Application Lead, UHS Campus Solutions Services University of Houston
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Leveraging Client Relationship Management
(CRM) Technologyto Drive Student Enrollment
Ms. Rachel HonoraFunctional Analyst IVUniversity of Houston
Mr. Chris CheathamAssistant Dean, Enrollment ManagementUniversity of Houston-Downtown
Ms. Kassidy GreenAssistant Director, Enterprise SystemsUniversity of Houston-Downtown
Ms. Jackie ChaneyApplication Lead, UHS Campus Solutions ServicesUniversity of Houston
What is CRM?• Customer (Constituent) Relationship
Management (CRM) technology is used by organizations to develop and maintain relationships and manage interactions with people.
• Offers tools for managing both incoming and outgoing communications with constituents.
• Available from a variety of companies, and software
CRM in Higher EducationIn higher education, “Constituents” are our Students. CRM can provide an at-a-glance view of a student’s relationship with your institution, including:• Print and Electronic Communications (mass campaigns and one-on-one)• Phone Conversations and In-person Visits• Chat Sessions• Web Visits• Inquiries• Admission Applications• Event Attendance
Enhance Communications and Services to Students throughout their Lifecycle
Benefits to Institution• Ability to build deeper relationships with
students through case management, event planning, and online inquiry management tools
• Ability to engage students with dynamic, multi-channel campaigns to keep them informed about the institution
• Reporting and analytic tools to help generate actionable prospect and applicant data
– Phased Approach (Integration work throughout)• Phase I
– Inquiries and Inquiry Forms– Prospect Imports– Life Cycles– Territory Management via Assignment Rules– Contact/Registration Modules (includes Educations, Test
Scores, and Organizations)» Including ability for Recruiters to make notes on
interactions with students– Marketing/Communications– Events (includes Microsites)
UHD Radius Implementation - Present• Inquires and Inquiry Forms