Successful CRM in HE

[Pages:30]Successful CRM in HE

John Drew

Director of Sales, Tribal Dynamics

11 July 2019

Agenda

Crimson Consultants Tribal Dynamics

The HE CRM landscape Challenges of Digital Transformation Tribal Dynamics Approach Case Studies Key to success

RESTRICT ? Tribal Group plc

2

The Problem

Siloed

Recruitmen t Targets

Multiple Departments

Data Sets

Improve Student Experience

Improve Customer

Service

Business Intelligence

Different Customer

Types

Multiple User Types

Manual Processes

Sensitive Data

? Tribal Group 2018 PROTECT

The Solution

"...we need a CRM..."

"...digital transformation..."

? Tribal Group 2018

PROTECT

The Landscape in HE

Multiple CRM scenarios in higher education institutions ? multiple customer records

Mobile / Web Applications

Student Recruitment / Lifecycle Management

Commercial CRM

HOBSONS radius

ellucian

ORACLE

Student Record System

MAXIMIZER CRM

Service Bus

Data warehouse / Business Intelligence Tools

ZOHO CRM

5

The Landscape in HE

Multiple point to point solutions across departments causing integration challenges

Mobile / Web Applications

Student Recruitment / Lifecycle Management / Tactical Solutions

HOBSONS

CareerHub

ellucian

InPlace

Eventbrit

e

GeckoLabs

radius hootsuite

ORACLE

Student Record System

Commercial CRM

MAXIMIZER CRM

ZOHO CRM

Service Bus Data warehouse / Business Intelligence Tools

6

Enterprise CRM

Joined up Student Lifecycle Management and Business Engagement

Mobile / Web Applications

Student Recruitment / Lifecycle Management / Tactical Solutions

HOBSONS

CareerHub

ellucian

InPlace

Eventbrit e

radius hootsuite ORACLE

Enterprise CRM

Student Lifecycle Management

Marketing

Student Recruitment

Schools Liaison

Student Record Open Day /

Admissions

Student

System Events

Management

Welfare

Business Engagement

Business Development

Event Management

Employability

Placement Management

Service Bus Data warehouse / Business Intelligence Tools

7

? Tribal Group 2018

Challenges of Digital Transformation

Processes involving nonadministration staff

- Academics - Student Ambassadors

Complexity of Business Applications License Costs Self Service

PROTECT

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