Customer Service
Today’s students are non-traditional: adults who are working part time and experienced consumers. They expect more from their institutions than classrooms and books. They expect a level of customer engagement that matches the experiences they’ve had elsewhere.
Leveraging Technology to Drive Student Intelligence and Deliver a Great Student Experience
Matt Deal | Information Services Manager for Extended Academic Programs, UNC CharlotteEngaging with students is more important today than ever before—students of all ages are experienced online shoppers who have been exposed to industry best practices from companies like Uber, Amazon…
Beyond Lip-Service: Developing an Infrastructure to Deliver a Great Student Experience
Dan Bellone | Director of Marketing for University Extension, California State University, East BayThe hallmark of an experience-driven organization is shaping the institution—from the level of service delivered to the processes and workflows that underpin institutional management—to meet and exceed the expectations of…
The Business Strategy of a CRM In Higher Education Is a Student Support Decision
Andrew Dixon | Director of Marketing and Communications, Colorado State University-Global CampusOnline education is already known for having its own exclusive list of industry software. From the SIS (Student Information Systems) to the LMS (Learning Management Systems) and the FMS (Faculty…
Contextual Communication at Scale: The Transformative Capacity of CRM
Belinda Elliot-Bielecki | Director of Marketing and Communications in the College of Extended Learning, University of New BrunswickToday’s students are incredibly diverse and have sky-high expectations of their colleges and universities. Used to the kind of personalized and contextual service delivered by companies like Amazon, students today…
Leveraging Technology to Know and Serve Students Better
Karen Thomson | Vice President of Marketing, Student Life and Alumni, George Brown CollegeFor today’s colleges and universities, it’s not enough to simply focus on access for new students. Given the importance of postsecondary attainment to success in the labor market, and the…
Overcoming Obstacles to Establishing Brand Recognition in the Competitive CPE Market
Lesley Nichols | Executive Director of Professional Studies, Emerson CollegeThe continuing and professional education (CPE) marketplace is incredibly competitive. Students are faced with a massive array of choices and have more opportunities available to them than ever before. From…
Tips & Techniques for Increasing Student Engagement: The Road to Improved Academic Advising (Part 5)
Gates Bryant | Partner, Tyton Partners“If you build it, (they) will come.” So says the voice to Kevin Costner’s character in the 1989 movie Field of Dreams. Unfortunately for academic advising at institutions nationwide, this…