Milking Relationships for All They’re Worth

Presented by Dr. Jim Black

InquiryApplicant

AdmitEnrolled

CreditNon-credit

DonorReturning Student

Ambassador

Student Lifecycle

Pre-college

Student

AlumniProspective

Student

Enrolled

Student

Middle &High

School

Objectives

•Increase HS graduation rates •Increase participation rates•Increase conversion rates•Increase retention rates•Increase graduation rates•Increase institutional loyalty•Increase giving rates•Increase positive “word-of-mouth”•Increase return rates

Student Lifecycle Streams

Direct from

High

School

Prospect

Enrolled

High

School

Optimize

Student

Value

Middle

School

Alumni

Objectives

•Meet student learning objectives •Increase participation rates•Increase conversion rates•Increase retention rates•Increase completion rates•Increase institutional loyalty•Increase giving rates•Increase positive “word-of-mouth”•Increase return rates

Student Lifecycle Streams

Adult

Learners

Prospect

Enrolled

Personal

Enrichment

Optimize

Student

Value

Professional

Development

Alumni

Career-

Oriented

Further

Education

Every service encounter is an opportunity to build or erode trust.

Trust Me

Build trust by…• Providing accurate information• Demonstrating competency• Displaying empathy• Looking out for their best interest• Delivering on promises• Treating them as individuals• Listening• Adding value to their experience

Student Relationship Management

Learn from every service encounter.

Student Relationship Management

• Preferences• Goals• Needs• Expectations• Service transactions

Connections Matter

Dissatisfied students seldomcomplain. They simplyleave.

RelationshipManager

Current Students

Alumni

Parents

Industry Experts

Faculty

Advisors

CRM Software

It takes people and systems to effectively manage relationships.

Service encounters should be…

Transactional

And relational