Milking Relationships for All They’re Worth Presented by Dr. Jim Black.
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Transcript of Milking Relationships for All They’re Worth Presented by Dr. Jim Black.
![Page 1: Milking Relationships for All They’re Worth Presented by Dr. Jim Black.](https://reader035.fdocuments.us/reader035/viewer/2022081605/5a4d1ad47f8b9ab059972789/html5/thumbnails/1.jpg)
Milking Relationships for All They’re Worth
Presented by Dr. Jim Black
![Page 2: Milking Relationships for All They’re Worth Presented by Dr. Jim Black.](https://reader035.fdocuments.us/reader035/viewer/2022081605/5a4d1ad47f8b9ab059972789/html5/thumbnails/2.jpg)
InquiryApplicant
AdmitEnrolled
CreditNon-credit
DonorReturning Student
Ambassador
Student Lifecycle
Pre-college
Student
AlumniProspective
Student
Enrolled
Student
Middle &High
School
![Page 3: Milking Relationships for All They’re Worth Presented by Dr. Jim Black.](https://reader035.fdocuments.us/reader035/viewer/2022081605/5a4d1ad47f8b9ab059972789/html5/thumbnails/3.jpg)
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
![Page 4: Milking Relationships for All They’re Worth Presented by Dr. Jim Black.](https://reader035.fdocuments.us/reader035/viewer/2022081605/5a4d1ad47f8b9ab059972789/html5/thumbnails/4.jpg)
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
![Page 5: Milking Relationships for All They’re Worth Presented by Dr. Jim Black.](https://reader035.fdocuments.us/reader035/viewer/2022081605/5a4d1ad47f8b9ab059972789/html5/thumbnails/5.jpg)
![Page 6: Milking Relationships for All They’re Worth Presented by Dr. Jim Black.](https://reader035.fdocuments.us/reader035/viewer/2022081605/5a4d1ad47f8b9ab059972789/html5/thumbnails/6.jpg)
Every service encounter is an opportunity to build or erode trust.
Trust Me
![Page 7: Milking Relationships for All They’re Worth Presented by Dr. Jim Black.](https://reader035.fdocuments.us/reader035/viewer/2022081605/5a4d1ad47f8b9ab059972789/html5/thumbnails/7.jpg)
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
![Page 8: Milking Relationships for All They’re Worth Presented by Dr. Jim Black.](https://reader035.fdocuments.us/reader035/viewer/2022081605/5a4d1ad47f8b9ab059972789/html5/thumbnails/8.jpg)
Student Relationship Management
Learn from every service encounter.
![Page 9: Milking Relationships for All They’re Worth Presented by Dr. Jim Black.](https://reader035.fdocuments.us/reader035/viewer/2022081605/5a4d1ad47f8b9ab059972789/html5/thumbnails/9.jpg)
Student Relationship Management
• Preferences• Goals• Needs• Expectations• Service transactions
![Page 10: Milking Relationships for All They’re Worth Presented by Dr. Jim Black.](https://reader035.fdocuments.us/reader035/viewer/2022081605/5a4d1ad47f8b9ab059972789/html5/thumbnails/10.jpg)
Connections Matter
Dissatisfied students seldomcomplain. They simplyleave.
![Page 11: Milking Relationships for All They’re Worth Presented by Dr. Jim Black.](https://reader035.fdocuments.us/reader035/viewer/2022081605/5a4d1ad47f8b9ab059972789/html5/thumbnails/11.jpg)
RelationshipManager
Current Students
Alumni
Parents
Industry Experts
Faculty
Advisors
![Page 12: Milking Relationships for All They’re Worth Presented by Dr. Jim Black.](https://reader035.fdocuments.us/reader035/viewer/2022081605/5a4d1ad47f8b9ab059972789/html5/thumbnails/12.jpg)
CRM Software
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![Page 14: Milking Relationships for All They’re Worth Presented by Dr. Jim Black.](https://reader035.fdocuments.us/reader035/viewer/2022081605/5a4d1ad47f8b9ab059972789/html5/thumbnails/14.jpg)
![Page 15: Milking Relationships for All They’re Worth Presented by Dr. Jim Black.](https://reader035.fdocuments.us/reader035/viewer/2022081605/5a4d1ad47f8b9ab059972789/html5/thumbnails/15.jpg)
It takes people and systems to effectively manage relationships.
![Page 16: Milking Relationships for All They’re Worth Presented by Dr. Jim Black.](https://reader035.fdocuments.us/reader035/viewer/2022081605/5a4d1ad47f8b9ab059972789/html5/thumbnails/16.jpg)
Service encounters should be…
Transactional
And relational