Introductions What is CRM Why do we need a CRM Prospecting amp Recruiting Events Contacts amp HEDA Marketing Cloud Social Studio Future Work Q amp A CRM Team Dave Gruber amp Dr Tammy ID: 806099
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Slide1
CRM Demonstration
Slide2Agenda
Introductions
What is CRM?Why do we need a CRM?Prospecting & RecruitingEventsContacts & HEDAMarketing CloudSocial StudioFuture WorkQ & A
Slide3CRM Team
Dave Gruber & Dr. Tammy
Aagard – Executive SponsorsJim Freymann & Owen Callahan – COMPASS PMOMike Miller & Jeff Rivell – COMPASS Admissions TeamCRMBrian Karcinski
Chris Stetter
Jay Schnedl
Juan YipLuis AndinoMark PurickWilliam Steele - Salesforce
Integrations
FJ KutchHaiquan DaiJames MartinezNicole Jeffers
AdmissionsDacia BowraMorgan VollrathRick BryantSandy HaydenShannon MurphySuzie Burns
Engineering
Julissa Nunez
Mike Nazareth
Slide4What is CRM?
Constituent Relationship Management
Software application used to automate and manage data and communications withprospective/current students, staff, alumni, and other identified constituents.All relevant constituent information across
different channels are compiled into a single
system to enable easier information access and
deliver personalized messages to constituentsin a timely manner.360 Degree View of Constituents
Slide5What
is CRM?
Slide6Why do we need a CRM System?
Percentage
Improvements Reported by
Salesforce.org
Customers
+
34
%
Constituent
Engagement
+
63
%
Data Quality
Faster Case
Resolution
+
31
%
Staff
Productivity
+
27
%
Prospect
Conversion
+
30
%
+
34
%
Constituent
Engagement
+
63
%
Data Quality
Faster Case
Resolution
+
31
%
Staff
Productivity
+ 27%
ProspectConversion
+
30
%
Slide7Engagement
Slide8How does Prospecting in CRM Work?
Prospect Lists
Prospects CompletingRFIs
Recruiters Meeting Prospects
UF Staff
Slide9Goals of Prospecting in CRM
Develop and track results of targeted and
personalized, multi-channel communications
to prospective students
Present a consistent public face to prospects
Detailed reporting and customizable dashboards
that track performance and drive results
Improve efficiency and track ROI on recruiting
events and travel
Slide10Prospecting and Events Demo
Slide11Standard model: B2B
focus
Account
centric
1
:n
Account:Contact
1
address per account
Contacts
related to accounts - not
each other
HEDA:
B2C
Contact
centric
Account
is secondary or organization
m:n
Account:Contact
Multiple
addresses for contact
Relationships
between contacts
What
is HEDA?
Higher Education Data Architecture
Slide12Included
HEDA includes objects and functionality designed to represent the totality of a student’s relationship to the university, from relationships with individuals to affiliations with departments and student groups to connections with academic programs of study and courses. This includes:
Contact to Contact relationship management
Multiple
Primary Account affiliations
Address
and communication preference management
Courses
, Terms, and Academic Programs
Managed
Trigger Integration
HEDAF
REST and Global Methods API
Not
Included
HEDA does not include functionality that is transactional in nature or data that is specific to a Higher Ed vertical. This includes but is not limited to:
Admissions
Business Processes
Prospect
Management
Student
Group Management
Advising
Learning
Management
Fundraising
Athletics
Housing
Facilities
Events
Appointments
Financial
Aid Management
Enterprise
Document Management
What’s
In and What’s Out
HEDA is focused on Core and Common relationship data across the student lifecycle
Slide13HEDA Account Model
Slide14HEDA Logical Data Model
Slide15Introducing Alee Gator…
Slide16Alee Gator and her Family
Slide17About UF…
Slide18Alee at UF…
Slide19HEDA Demo
Slide20CRM Communications
Marketing Cloud
Create Detailed Email Templates
Link Templates to Data
Reports out of Salesforce
Spreadsheets
Can Send Emails
Manually
Triggered ImmediateThrough Automation (Scheduled)AnalyticsDetails
Slide21Marketing Cloud Demo
Slide22CRM Social Networking
Social Studio
Licensed for 3 Platforms
Facebook
Twitter
Instagram
Create Detailed Listeners for all
Platforms
Reply Directly to PostsView AnalyticsFuture: Can route social posts to CRM Contacts
Slide23Social Studio Demo
Slide24The Future of CRM
Prospecting & Recruiting to All Departments
Application ProcessingCase ManagementPetitions/WorkflowsOne StopNotifications & CommunicationsReplacing Listserves
Directed/Secure Communications
Student Features
AdvisingStudent EngagementStudent RetentionAlumni/Life Long Learners
Slide25Questions?