CRMprov

Ep. 28: Expanding the Data-Driven Approach in an Constrained Optimization Atmosphere

team@enrollify.org (Rich Kochman, Mickey Baines, Jamie Gleason) — Tue, 4 Apr 2023 08:00:00 +0000

We’ve all heard the adage - “begin with the end in mind” (one of Stephen Covey’s 7 Habits of Highly Effective People) - but how does the work that you and your institution do with your CRM abide by this crucial principle?

The winding and unscripted conversation that host’s Mickey and Jamie have this week with guest Rich Kochman highlights the intricate level of detail that is required to design and implement the right system, in the right way, in order to get to a meaningful end. There are SO MANY rich moments in the conversation from a seasoned marketing professional who started as an analyst.

Highlights of the episode include conversation about the:

Optimal use of your team's time to accomplish all the things needed for your process,
Understanding how to create a system that you manage versus implementing a system that manages us,
Assessing and leveraging the necessary human skills that are required make your enrollment operation successful (read: it’s NOT all about the tech!)

The conversation with Rich is rich (#dadjoke anyone?). The conversation is organic and meaningful…and really covers the spectrum of how humans (your team) and machine (your CRM software) need to work together to get to your goal! You won’t want to skip this episode!

This episode is brought to you by our friends at DD Agency:

DD Agency is a higher ed-specific marketing technology agency that has conducted countless SEO Audits for colleges and universities across the country.

In these audits, they detail where you currently rank, what you could be ranking for, exactly how copy should be tweaked on website pages, and much more.

If this sounds like something you could benefit from, give those folks a ping and be sure to mention that Enrollify sent you to claim a 10% discount on any of their SEO offerings.

Head on over to enrollify.org/ddaseo, or simply follow the link in the show notes below…that will guarantee you get a 10% discount off of your audit.

About the Enrollify Podcast Network

CRMprov is a part of the Enrollify Podcast Network. If you like this podcast, chances are you’ll like other Enrollify shows too!

Our podcast network is growing by the month and we’ve got a plethora of marketing, admissions, and higher ed technology shows that are jam packed with stories, ideas, and frameworks all designed to empower you to be a better higher ed professional. Our shows feature a selection of the industry’s best as your hosts. Learn from Jeremy Tiers, Zach Busekrus, Jaime Hunt, Tony Fraga, Corynn Myers, Jamie Gleason and many more.

Learn more about The Enrollify Podcast Network at podcasts.enrollify.org. Our shows help higher ed marketers and admissions professionals find their next big idea — come and find yours!

Ep. 27: Well Implemented - Transition Notes from a Former Higher Ed Staffer Turned CRM Implementation Consultant

team@enrollify.org (Dan Shanley, Jamie Gleason, Mickey Baines) — Tue, 21 Mar 2023 08:00:00 +0000

If you ask 10 Higher Education Admissions and Marketing Team members if their CRM was well implemented including all the experiences that go along with that, chances are you’ll get 10 different assessments and opinions of the experience - even if they all work at the same institution.

Dan Shanley - a colleague of Mickey’s at Kennedy & Co has lived that experience over and over as a tech implementation manager – but he has similar lived experience on the institution side. And he has done this more than once at more than one institution. Jamie and Mickey use this episode to learn from his experience in order to better understand “what is needed to best implement your CRM.”

The guest, Dan, gives AMAZING insight about asking the end-user and the institution doing its homework before the implementation even begins. And, plot spoiler, Dan thinks that many schools need to do more digging and ask more questions before they are “on-the-clock” with the CRM vendor.

If your institution or team is implementing a CRM or thinking about getting a new or next CRM, this episode is for you!

This episode is brought to you by our friends at DD Agency:

DD Agency is a higher ed-specific marketing technology agency that has conducted countless SEO Audits for colleges and universities across the country.

In these audits, they detail where you currently rank, what you could be ranking for, exactly how copy should be tweaked on website pages, and much more.

If this sounds like something you could benefit from, give those folks a ping and be sure to mention that Enrollify sent you to claim a 10% discount on any of their SEO offerings.

Head on over to enrollify.org/ddaseo, or simply follow the link in the show notes below…that will guarantee you get a 10% discount off of your audit.

About the Enrollify Podcast Network

CRMprov is a part of the Enrollify Podcast Network. If you like this podcast, chances are you’ll like other Enrollify shows too!

Learn more about The Enrollify Podcast Network at podcasts.enrollify.org. Our shows help higher ed marketers and admissions professionals find their next big idea — come and find yours!

Ep. 26: Part 2 of 2: CRM Implementation Complete ✅ – Now What? Setting Up Data Governance.

team@enrollify.org (Dr. Terricita Sass, Mickey Baines, Jamie Gleason) — Tue, 31 Jan 2023 09:30:00 +0000

In today’s environment, almost every institution has a functioning CRM. But in most cases, there are supplemental items that need to be added to the CRM in order to meet all the technology needs of a given campus. Does any of this sound familiar?

In this episode, Dr. Terricita Sass connects with Mickey and Jamie to provide insight on the very practical matters related to technology on the campuses that she has been involved with. Specifically, she addresses the following areas:

What does data governance look like on her current campus?
How is new technology introduced (software that supplements the CRM tech stack)?
Which departments are involved in the process of data governance - how far into the student experience does that go?

Dr. Sass provides an amazing perspective response to some of the governance questions that MOST EVERY institution needs to grapple with. She has shepherded a process on campus that many can learn from!

This episode is INVALUABLE with relevant content that sits at the NEXUS of high tech and high touch!

You can’t afford to not listen to this one - you’ll walk away with some practical and theoretical takeaways!

CRMprov is a part of the Enrollify Podcast Network. If you like this podcast, chances are you’ll like other Enrollify shows too!

Learn more about

The Enrollify Podcast Network

at podcasts.enrollify.org. Our shows help higher ed marketers and admissions professionals find their next big idea — come and find yours!

Ep. 25: The CRM Is Implemented - Now What? Considering the Value of 3rd Party Components… (Part 1 of 2)

team@enrollify.org (Len Lipkin, Mickey Baines, Jamie Gleason) — Tue, 10 Jan 2023 09:30:00 +0000

In today’s environment, almost every institution has a functioning CRM. But, is the software platform offering all the benefits and solutions that your institution needs to maximize process and efficiency?

Mickey joins up with an old friend and colleague, Len Lipkin, to discuss what is the better solution - a single system (that might be the “jack of all trades - master of none”) or a primary CRM with other third party solutions “bolted onto it.” Len - who has been a professional higher ed implementation consultant and currently owns this responsibility at the University of the Arts in Philadelphia, brings years of practical experience to this conversation.

Have you been trying to tighten a process, but you have to make your CRM & data meld with other systems within the institution? Have you been wanting more out of your CRM - but your current software doesn’t offer the feature? Have you been wondering if adding a 3rd party solution will improve or lead to the demise of your current CRM or the data/insights you get from it?

Does any of this sound familiar? If so, take 30 minutes and listen to the practical experience and quizzical insight that the CRMprov team and guests offer during the first segment of this 2-part series.

About CRMprov

CRMprov is a part of the Enrollify Podcast Network. If you like this podcast, chances are you’ll like other Enrollify shows too!

Learn more about The Enrollify Podcast Network at podcasts.enrollify.org. Our shows help higher ed marketers and admissions professionals find their next big idea — come and find yours!

Ep. 24: Fast is Slow – Slow is Fast: the costly repercussions of rushing your CRM implementation

team@enrollify.org (Mickey Baines, Jamie Gleason) — Wed, 9 Nov 2022 09:30:00 +0000

We have probably all done it at one time or another - underestimating the time it will take to complete a project or overlooking the possible hurdles that will come up! Whether it is cutting short the steps or estimating too conservatively (or overlooking the contingencies that need to be factored in) the project timeline.

A lot of time when you try to speed through something - especially when it comes to software implementation or systems integration - there is a HUGE cost to improper planning.

In this episode, Mickey and Jamie take a walk through the halls of implementation…and discuss how rushing the process can be a costly endeavor - usually one that can be avoided! If your fall has you planning - and you’re tempted to cut corners or shortchange a timeline - you should listen to this episode.

This episode is brought to you by UNINCORPORATED (UN) - a higher education agency committed to building awareness, growing enrollment, and launching programs for universities. They believe that education is the primary means of ascension in society, so they use their expertise to help colleges and universities recruit and train the next generation. They work closely with deans, administrators, and faculty who are worried about their programs’ success and need additional expertise to remain relevant and appeal to their stakeholders. UNINCORPORATED's mission is to help colleges and universities enhance their programs by providing strategic direction and expertise in branding, marketing, and design.

CRMprov is a part of the Enrollify Podcast Network. If you like this podcast, chances are you’ll like other Enrollify shows too!

Learn more about The Enrollify Podcast Network at podcasts.enrollify.org. Our shows help higher ed marketers and admissions professionals find their next big idea — come and find yours!

Episode 23: Move Over Influencers, the Creator Economy is Taking Your Market Share!

team@enrollify.org (Kyle Campbell, Mickey Baines, Jamie Gleason) — Wed, 26 Oct 2022 08:30:00 +0000

We kick off season 2 with Kyle Campbell - the founder of Education Marketer (based in the UK). Everyday Kyle helps people learn about marketing trends and become better creators (great gig). He started his business with an audience and an idea. He is a creator and every day helps others become better at their creative marketing craft.

Recent surveys indicate that over 50% of Gen Z or Alpha students want to be (or already are) creators. But the difference is, this generation of creators doesn’t see this (necessarily) as their full time gig….but it is a BIG part of who they are.

Jamie and Mickey (with their more typical American voices) discuss this topic of creators with Kyle (with his AMAZING British accent). Here is a snippet of some of the questions they discuss…

How is higher education responding to this “desire to create” generation?
How are we helping this generation learn more about being a better creator?
How are we, as higher ed professionals, taking advantage of their creativity and capitalizing this intrinsic desire to create?
Are institutions willing to give away central control (in branding) in order to leverage the audiences that this generation of creators already have?

This is an episode you cannot afford to miss. It will shape your thinking and help you to challenge conventional thinking and consider creativity differently. Join us and share the episode with someone who thinks about creating differently!

CRMprov is a part of the Enrollify Podcast Network. If you like this podcast, chances are you’ll like other Enrollify shows too!

Learn more about The Enrollify Podcast Network at podcasts.enrollify.org. Our shows help higher ed marketers and admissions professionals find their next big idea — come and find yours!

Episode 22: Stop Shaming: Work & Life Balance is a Personal Matter

team@enrollify.org (Mickey Baines, Jamie Gleason) — Tue, 20 Sep 2022 08:30:00 +0000

Mickey and Jamie thought they were going to talk about one thing….but ended up on a COMPLETELY different topic (so tune back in to hear that later one). In true form to the show, we pivoted to talk about something else - a true riff! So here it is…the topic - determining YOUR personal work life balance.

Have you ever thrown shame on someone who you think is taking too much time off….OR someone who doesn’t take enough time off? Do you consider yourself qualified to measure how other people are dealing with this balance?

We live in a world, in a society, and in an industry where there is a LOT of expertise…but does that qualify us to judge when someone else has a work life balance issue? Maybe we do and perhaps we don’t. Instead of judging, we should support colleagues or subordinates - and watch for signals or indicators that show a lack of balance. In short, this is a personal thing - it ebbs and flows with the seasons and with each individual. Listen up…together, let’s stop throwing shade when we don’t know all the factors for another person.

Episode 21: Take Matters Into Your Own Hands - inciting cultural revolution when it’s needed

team@enrollify.org (Jamie Gleason, Mickey Baines) — Wed, 10 Aug 2022 08:30:00 +0000

Saint Jerome is quoted as saying, “Good better best, never let it rest until the good is better and the better is best” [this quote feels like it needs a bouncing ball to make it into a sing-a-long - Enrollify swag to the team who sends a video of you singing this lyric]!

But really…as higher ed marketers and enrollment management professionals, how does this translate? Mickey and Jamie, as higher education vendors, are in the business of fixing or helping clients come up with solutions to issues that they’re facing - trying to create the BEST possible scenario. AND these two guys have been around long enough to see examples of when change is hard or IMPOSSIBLE because the investment (or perceived value of) the customer experience is not worth the cost of change - and this doesn’t always have to do with a higher ed CRM. In short, service processes and culture are very hard to change!

So with all that is on your list this summer…

What items are you thinking about that need to be fixed?
With what systems are you hoping to “make the good better or the better best?”
What low hanging fruit is in your focus of control and ready for harvest?

Whether you find yourself in a system that needs bigger aspirations on the techside or if your team needs a higher level CRM to make an impact - take a beat to listen. Hopefully you’ll leave with some insights and the ability to look from a different perspective for the solutions you need.

This episode is brought to you by Goodkind — an easy-to-use video engagement platform designed to make each of your prospects feel special, cared for and seen. Increase applications, increase yield, and decrease melt with the power of Goodkind.

CRMprov is a part of the Enrollify Podcast Network. If you like this podcast, chances are you’ll like other Enrollify shows too!

Learn more about The Enrollify Podcast Network at podcasts.enrollify.org. Our shows help higher ed marketers and admissions professionals find their next big idea — come and find yours!

Episode 20: The Art of Transition - following your heart to pick the perfect place & position (#greatresignation)

team@enrollify.org (Mickey Banes, Pete Leung, Jamie Gleason) — Tue, 12 Jul 2022 17:45:00 +0000

The Great Resignation is a thing…and it’s having an impact in ALL industries for ALL generations. There is something that is very exciting about it…and there is something about it that continues to scare the hell out of employers across the globe. But there is another perspective to consider - that of the employee.

In this episode Mickey and Jamie connect with Pete Leung Ed.D, Manager of Student Systems (and lead Slate CRM Administrator) at the School of Graduate Studies at the University of Toronto. In the midst of the pandemic, Pete did a gut check and looked at his personal and professional priorities. As he thought about change, he also counted the cost of that change – or the cost of “no change.” Not only did he transition roles (inside the institution), he also changed institutions….and YES, he also changed countries.

Change is all around us…and it has surrounded Pete in the past 2 or so years. Listen in to hear how he dealt with the questions and how he determined if this move was the right move. Who knows, maybe this episode will spark some self-exploration or bring about a transition for you!

This episode is sponsored by Unibuddy - the leader in peer-to-peer marketing from student recruitment — has now joined an elite roster of Slate Platinum Preferred Partners to kickstart a groundbreaking partnership. This top-level partnership means bringing colleges and universities added benefits and functionality across their tech stack, plus better visibility into student data across all stages of the prospect’s higher education journey.

CRMprov is a part of the Enrollify Podcast Network. If you like this podcast, chances are you’ll like other Enrollify shows too!

Learn more about The Enrollify Podcast Network at podcasts.enrollify.org. Our shows help higher ed marketers and admissions professionals find their next big idea — come and find yours!

Episode 19: How Do Assessments Fit Into Your Enrollment Growth Plan?

team@enrollify.org (Jamie Gleason, Jack Klett) — Tue, 14 Jun 2022 08:30:00 +0000

There has been A LOT of buzz in Higher Ed about assessments - esp in the past decade. And, if we think about it, assessments of the past are really viewed in a way that AI is currently viewed. It was predictive, it was a measure of engagement, it was a qualifier.

So the question remains, how are assessment companies adapting to a new world of technology? Or more aptly, how is a company like ETS - a 75-year old juggernaut research firm - transforming its products and its approach in order to create a more frictionless process, through CRM technology, for institutions and enrollment managers?

In this episode, Jamie sits down with Jack Klett to explore the approach that ETS is taking to stay relevant AND push beyond how assessments are normally viewed. Listen up to hear more about how GEM professionals can use the tools from ETS, along with their CRM, to better understand a fuller picture of prospective audiences and ways to support those students!

CRMprov is a part of the Enrollify Podcast Network. If you like this podcast, chances are you’ll like other Enrollify shows too!

Episode 18: The CRM Throughline - a strategy that delivers throughout the student lifecycle?

team@enrollify.org (Jamie Gleason, Mickey Baines) — Tue, 31 May 2022 08:30:00 +0000

CRM’s can often be categorized as a piece of software that ties together a series of tactics. PERIOD. But, in truth, the CRM has the ability to create a customer experience from awareness to delight. Our job, as CRM implementers, is to use the CRM to create a full-circle experience that keeps bringing customers back to the table.

In this week’s episode, Jamie and Mickey take a little time to retrospectively talk about the discussion with Amanda Scott, from Be The Match. In digging deeper into this previous discussion, there are some big aha moments that Jamie and Mickey stumble upon.

This episode is less in the weeds and more into the big picture of “How do we use the CRM to take our customer experience to the next level?” We encourage you to listen in and think about what areas of your business need an infusion of more delight…and how you can use your CRM to get you there. Let’s go beyond tactics to the core of customer delight and repeat business.

CRMprov is a part of the Enrollify Podcast Network. If you like this podcast, chances are you’ll like other Enrollify shows too!

Learn more about The Enrollify Podcast Network at podcasts.enrollify.org. Our shows help higher ed marketers and admissions professionals find their next big idea — come and find yours!

Episode 17: Make Me A Widget - CRM Implementation & Campaign Insights from a National Non-Profit

team@enrollify.org (Jamie Gleason, Mickey Baines, Amanda Scott) — Tue, 17 May 2022 08:30:00 +0000

CRMprov re-cap - In the year 2022, the crew at CRMprov has reached into other verticals that are heavily invested in CRM technology, but might be doing things differently than we have done in higher education. We are learning a lot through this - and gaining a lot of insights with this.

Mickey and Jamie get the wonderful opportunity to sit down with Amanda Scott. In her role as Senior Manager of Strategic College Programs and Initiatives at Be The Match, she’s involved in a lot of campaigns - and this means a lot of CRM activity. AND as a former higher ed professional, Amanda has the added benefit of understanding how many higher ed institutions have used (or not used) their CRM.

In this episode, you’ll get to hear how this national non-profit organization (1,500+ employees) uses CRM in ways that are different from those in Higher Ed. Amanda also talks about how the CRM is used differently across different organizations within the company - while still being optimized and maintaining a high level of data security.

A fair warning, though, the episode is definitely filled with outbursts of laughter and a good amount of fun! Enjoy the ride.

Learn more about this episode in our show notes.

Episode 16: Building More “Flirt Power” Into Your CRM

team@enrollify.org (Jamie Gleason, Mickey Baines) — Mon, 11 Apr 2022 08:30:00 +0000

Learning how to flirt is not everyone’s strong suit - in fact, some people are exceptionally bad at it (you know who you are).

For the average higher ed institution, there might not be too much attention paid to the little but CRITICALLY IMPORTANT things. In fact, there is typically an overinvestment made in pushing the “learn more” and “apply now” transactional moments while the little nuances or “wow moments” are labeled as frivolous..

But does your institution push transactions too much and too fast? Are you force-feeding your prospects so much that they are “spitting out” what you are giving them? Have you done enough to create the “little wows” that are necessary to build the relationship and create a customer for life?

This episode is a true riff! Mickey and Jamie get together to regroup after speaking with Eric Keiles (episode 15) and it turns out that they have a lot to talk about. If you’re getting to the point in the year when it’s time to assess your CRM communications and process, you’ll want to listen to this episode to make sure you’re upping your flirt game (in the appropriate way).

Learn more about the episode in our show notes.

Episode 15: Using “Little Wows” To Make A Big Difference in Your Customer Journey

team@enrollify.org (Jamie Gleason, Mickey Baines) — Tue, 22 Mar 2022 16:30:00 +0000

Higher Ed deals with FOMO in a big way. Institutions all over the country are almost always interested in knowing things like:

How do our competitors handle their marketing tools - what’s included and what does it produce?
What does the communication process of other institutions look like?
What tools are being used…and what systems do they have in place to move prospects to enrolled students? Is it working like they want?

The problem that we see at CRMprov is that we look too much to other institutions for some of the answers that might be readily available in other industries.

In this episode, Mickey and Jamie sit down with co-founder and author Eric Keiles of Square 2 (marketing) in Philadelphia. The conversation is filled with moments that higher education professionals can (and should) grapple with in order to improve their current process (no matter how sophisticated it might be).

This conversation is filled with “little wows” and practical takeaways that can help put you in the shoes of your customer and improve your internal process - just like the pros do!

You can access additional higher ed marketing podcasts, ecourses, videos and more at Enrollify.org.

Learn more about this episode in our show notes.

Episode 14: New Year’s Resolution 2022: Don’t Practice What You Preach, Preach What You Practice!

team@enrollify.org (Jamie Gleason, Mickey Baines) — Mon, 7 Mar 2022 09:30:00 +0000

It’s a pretty well known fact that CRM technology is usually pretty far behind in the higher ed space (when compared to other industries). That’s the bad news. BUT, 2022 represents a new beginning…a season when we can all move beyond theory and into expanded practice.

In today’s show, Jamie and Mickey frame up what the next few shows are going to look like as the team at CRMprov uses 2022 to explore the CRM functionalities and technologies that are currently used in other industries. Why do that? You’ll need to listen to hear all the reasons : ). We’re doing this exploration to better understand how higher ed can bring these practices into our field/space at a much faster pace, at scale.

From marketing service providers to non-profit organizations and maybe even some conversations with B2B or B2C retail - they all use different tools within their CRM. And the CRMprov team wants you and your team/institution to gain from what these other industries are already doing!

Episode 13: Make a U-Turn: Setting CRM Implementation Due Dates & Milestones Markers

team@enrollify.org (Mickey Baines, Jamie Gleason, Julie Hummel, Mike Bittle) — Tue, 15 Feb 2022 09:30:00 +0000

Peter Drucker, the great leadership guru, once said that “culture eats strategy for breakfast.” As you may know, there is certainly some culture to both introduce and overcome in the process of implementing a CRM on campus.

In this episode, Mickey and Jamie sit down with Julie Hummel and Mike Bittle, two friends and fellow CRM implementers from the north (yes, I mean Canada). Mike and Julie have been implementing for a while now…and they have encountered some struggles (it’s an implementation after all). BUT, they are seeing the tides start to turn. They are seeing early signs of campus adoption and are wondering what it will feel like when the implementation process (at least the part that involves the vendor) is wrapped up.

Settle in to collect the insight from their firsthand experience about what they could have done differently, which markers (e.g. the red barns) they could have been looking for to see that their process was off track, and what it’s been like to see more and more tech independence from their team of first-line users.

This episode might save you from making a u-turn at some point!

Learn more about this episode and about our sponsors in our show notes.

Episode 12: Packard’s Law, StormWater Management, and CRM Competencies — Getting First Things First in a CRM Implementation

team@enrollify.org (Jamie Gleason, Brad Camilleri) — Mon, 31 Jan 2022 09:30:00 +0000

At CRMprov, we have been on a kick recently, showing the different proficiency levels that institutions MUST be thinking about when it comes to a fully optimized CRM implementation. And, in truth, sometimes this order of operations is not always the most popular notion when we are hungry for a full and fast implementation process.

This week, Brad Camilleri from Biola University jumps right into this topic giving his views on CRM competencies and how these integrate across campus in order to provide the highest levels of insight. From database and outbound marketing usage to reporting and the integration of social tools, Brad talks about the 5 primary competencies that he believes are critical to next level implementation.

Brad is an expert implementer and brings a full understanding of how CRM tools can be used across campus to provide maximum impact and insight. Your time will be well spent with this episode. Bon Appetit.

Learn more about this episode and about our sponsors in our show notes.

Episode 11: Hard Right Turn — Handling Those Pesky Mid-Stream Decisions During CRM Implementation

team@enrollify.org (Jamie Gleason, Mickey Baines, Dr. James Coker) — Wed, 8 Dec 2021 09:30:00 +0000

Implementing CRM software doesn’t happen overnight. As you travel the implementation timeline, things change along the way, from staff turnover to internal slowdowns to pivots on the vendor side of the implementation.

In this episode, Mickey and Jamie have a real-time discussion with Dr. James Coker (East Carolina University) who is “in the midst” of a current implementation. He is about 75% done; however, he faced significant pivots during the past eight months of the process. Dr. Coker gives some pointers on how to create a unified knowledge base along with a strategic outlook on bringing everyone together to solve the implementation puzzle.

Whether it’s a major shift in organizational structure, goals or staffing, the chief CRM implementer (At ECU, this is Dr. Coker) needs to bring the right people into the decision process and the implementation strategy. All the while, this person also needs to be a cheerleader to get buy-in from the whole team (and institution) even in the midst of setbacks.

If any of these pivots, hurdles or challenges sound like something you or your institution is facing, tune in to the show to hear how Dr. Coker has handled similar situations.

Learn more about this episode and about our sponsors in our show notes.

Episode 10: Can Higher Ed Be Sold ‘Carvana Style’? Assessing Digital Impact in Enrollment and Marketing

team@enrollify.org (Jamie Gleason, Mickey Baines, Shannon Zattola) — Mon, 8 Nov 2021 09:30:00 +0000

By nature, we often think of change and transformation leading to higher levels of complexity. This makes sense, as we all enjoy stability, routine, and sameness. Our guest this week, Shannon Zattola, VP of Enrollment Management and Marketing at Ursinus College, says this in our interview: “If you’re not changing, you’re dead in the water.” In fact, the past 24 months have been a test kitchen for higher ed trying, testing, changing, and responding.

During this week’s show, we discuss how the historic roles within the admissions and marketing offices are changing. Some of the recent transitions have been temporary and related to COVID-19. But others have come about because of changes in the ways our customers are consuming content and the availability of resources for today’s prospects and influencers. Your CRM should play a key role in determining if your institution is successful in making necessary transitions.

There’s never a dull moment in this episode, when Mickey and Jamie chat with a seasoned enrollment leader who has done a ton of testing but is now moving to streamlining an enrollment and marketing process. (And that process that might NOT need or have room for traditional roles often found in enrollment management.)

Learn more about this episode and about our sponsors in our show notes.

Episode 9: Are CRM Vendors Failing The Higher Ed Industry?

team@enrollify.org (Jamie Gleason, Mickey Baines) — Thu, 7 Oct 2021 20:35:00 +0000

Anyone who has been in higher ed for the past decade knows that CRM technology has changed A LOT. Tools, data, AI, integrations, automations…all spanning the entire student life cycle.

But what hasn’t changed as quickly is our human capacity — or maybe desire — to adopt new technology into our process. We ALL want to be pros (working smarter with the right tools) but sometimes we don’t know what we don’t know. And this poses a problem; both to institutions and to product developers.

At CRMprov, we believe in technology, but not just the implementation of technology; growth through technology! So, if technology isn’t helping your process become more seamless or your student intake to become bigger AND better, then it’s not working. In this episode we take a look at who’s responsible for this gap in implementation.

Join us as we consider diagnostics for both the institutional user and the technology company.

Learn more about this episode and about our sponsors in our show notes.

Episode 8: Here We Go Again — Leveraging CRM and Other Data Resources to Communicate Pertinently

team@enrollify.org (Mickey Baines, Jamie Gleason) — Mon, 30 Aug 2021 14:50:00 +0000

Fall is right around the corner. With the recent delta variant flare-up, colleges and universities are preparing for student arrivals on campus...at this point, anyway. The major difference this fall is that most of these institutions have been planning to go back to in-person learning.

In this episode, Mickey and Jamie take a look at how campus leaders can react to the potential issues that might face them on campus this fall. Whether it’s contact tracing or communicating with resident students or program majors, we discuss how campus leaders can assemble a top-notch team in order to respond using relevant data points.

Looking down the road, we also take a quick glance at how data collected during this recent health crisis could be leveraged in such a way to make the overall enrollment process more seamless. Go get that refill on your coffee cup, put away your spreadsheet (at least for the next 20 minutes) and let’s make your process better together!

Learn more about this episode and about our sponsors in our show notes.

Episode 7: Tackling Your Transcript Evaluation Through a CRM

team@enrollify.org (Jamie Gleason, Kevin Ezzell, Mickey Baines) — Mon, 2 Aug 2021 08:30:00 +0000

CRM Implementation takes all shapes & sizes - sometimes, if you have a long enough tenure in the higher ed industry, you get the lucky ADDED BONUS of implementing more than one (make sure you pick up on my dripping sarcasm here :)

This episode includes an interview with Kevin Ezzell, the MBA program director at Lehigh University. Kevin has implemented an early version of Target X’s Salesforce CRM, Slate, and now yet another instance of Salesforce. Along the way he has picked up a lot of build skills and has solved a LOT of internal roadblocks.

Put on your back-end programming hat, grab a cup of coffee and stroll with Mickey, Jamie and Kevin as they walk through the scrappy transcript evaluation processes (including workarounds and final solutions) that have been put into practice in the CRM ecosystem.

Learn more about this episode and about our sponsors in our show notes.

Episode 6: Higher Ed Can’t Coast Through Chaos – Strategically Merging Resources to Improve Access and Affordability

team@enrollify.org (Tim Whittum, Mickey Baines, Jamie Gleason) — Mon, 28 Jun 2021 08:30:00 +0000

Southern New Hampshire University has been a household name when it comes to online education. But the campus-based program has operated independently, for the most part, for decades. However, there was a recognized need to optimize process and technology in order to better serve students. The COVID-19 pandemic increased the urgency for this need and SNHU stepped up to the challenge.

This week, Mickey and Jamie are joined by Tim Whittum, SNHU’s Associate Vice President of Campus Admissions. These three higher ed pros dive deep into the changes that are being made at SNHU with their CRM, their internal resources, the academic model, and more. Listen to how this massive institution has dealt with many of the same struggles that are faced by smaller, independent colleges and universities.

Through it all, SNHU has pressed forward with technology even when they had the option to coast – and this is EXACTLY what has made them an innovator in the higher ed space. If you are interested in challenging conventional thinking, don’t miss this episode. Learn more about this episode and about our sponsors in our show notes.

Episode 5: Misplaced Light Switches and Orchestra Music — Who’s Managing Your CRM Success?

team@enrollify.org (Emily Smith, Mickey Baines, Jamie Gleason) — Mon, 7 Jun 2021 08:30:00 +0000

Client success is a relatively new idea within the higher ed space. It means much more than standard account management — client success managers can (and should) be a proactive part of your on-campus software solution. How much are you maximizing the experts who support your CRM? Remember: their guidance is part of what you’re paying for.

In this episode, Mickey and Jamie get a chance to catch up with Emily Smith, a Client Success Manager (CSM) at TargetX. Emily has been helping on-campus enrollment and tech teams with both implementation and strategy for the past 6+ years. As you can imagine, she has worked with some clients who have been wildly successful in their strategic implementation…and others who haven't! You get to hear her perspective on how a CRM can be effectively leveraged, and how professionals in the CSM role can be a big asset in making beautiful music (so to speak).

Pack up the camper — this journey should be insightful, life-giving, and focused on how you can grow even more through CRM technology.

Learn more about this episode and about our sponsors in our show notes.

Episode 4: CRM Implementation Questions to Consider as Institutions Innovate and Adopt Technology

team@enrollify.org (Jamie Gleason, Mickey Baines) — Mon, 17 May 2021 08:30:00 +0000

Mickey Baines and Jamie Gleason go 'guest-less' on this episode of CRMprov as they ruminate on the CRM implementation expectations, process, scaling, and timeline. These seasoned pros have both been through on-campus CRM decisions and implementations processes. They have seen “the good, the bad, and the ugly” when it comes to this process — both on campus and from the vendor perspective. While they've seen things go very wrong, they've also witnessed implementations go very right.

As commencement passes and summer approaches, many institutions are in the final decision-making process for a new CRM implementation, in the sales process for a new technology, or in the midst of implementing a new tool. While it’s easy to wear rose-colored glasses and think that your implementation will be flawless, that is typically not exactly how it goes.

Mickey and Jamie will highlight tips for a smooth implementation and share ways you can level-set the expectations for different divisions or teams involved in the process. Jump on board the CRM train as they take a short trip through implementation as they have seen it.

Learn more about this episode and about our sponsors in our show notes.

Episode 3: A Journey to the ‘Tech Side’ in an Age of Change

team@enrollify.org (Mickey Baines, Amy Maltagliati, Jamie Gleason) — Mon, 3 May 2021 08:30:00 +0000

There is a joke in the higher education space — professionals who make the switch from working 'on campus' to the vendor side often refer to themselves as moving to the 'dark side.' Maybe the moniker is a bit sinister, or maybe not! In this episode of CRMprov, Mickey and Jamie riff with Amy Maltagliati from the University of New Hampshire about her journey to the 'tech side.'

As a former college athlete and admissions recruiter, Amy is now a member of the recently-centralized Salesforce Tech Support team that supports all campuses of the UNH system. As a former admissions professional with a depth of knowledge in communications flows, enrollment data, personalization tools, and other enrollment tactics, Amy now has the opportunity to apply that industry insight with her nine-person tech team within the Salesforce ecosystem.

Are you interested in moving to the tech side? Does your campus need to bring your tech team closer into the enrollment process, or vice versa? Is tech or a lack of support impacting your growth goals? Listen up and gain valuable insight from Amy about how she supports admissions in her current role at Salesforce.

Learn more about this episode and about our sponsors in our show notes.

Episode 2: Untapped Potential: The Role of Data Science in Higher Ed and What You Can Do at Your Institution

team@enrollify.org (Mickey Baines, Jamie Gleason) — Mon, 19 Apr 2021 08:30:00 +0000

In this episode, Mickey and Jamie crack open the labyrinth of all things data in the education space. They share insights into how institutions can dive into the treasure troves of data available to them. Their guide for this chat is Brad Weiner, Director of Data Science at the University of Colorado at Boulder.

The free-range journey takes some interesting twists and turns as they discuss the mass of data available to most institutions, the difficulty of “point solutions” that use some data points but cannot process others, and the role of status quo bias in the decision to leverage data to make appropriate change.

It is nothing short of a riff, but the takeaway really boils down to this: How are you using data to leverage more growth in your institution…and how can you do it better? Join us on the journey of fields, data points, and software integrations as we explore data in the world of higher ed.

Learn more about this episode and about our sponsors in our show notes.

Episode 1: Choose Wisely—Assessing, Eliminating, and Implementing On-Campus Software

team@enrollify.org (Mickey Baines, Erin Finn, Richard Graham, Jamie Gleason) — Mon, 29 Mar 2021 08:05:00 +0000

Some decisions are harder than others (duh)...and this is especially true when choosing a new CRM for your campus. The actual choice of software always gets all the glory...but the rest of the process is equally (if not more) important and OFTEN gets overlooked.

In this episode, Mickey and Jamie connect with Erin Finn and Richard Graham from Thomas Jefferson University (Philadelphia, PA). Jefferson's CRM journey was, let's say, complicated...including the merger of two separate institutions, two different CRMs, two data sets...and all the other stuff that goes along with it. And, spoiler alert, they decided to go with a different CRM altogether.

Listen in to hear how their internal process unfolded, who's owning the implementation now, and how it's going so far.

Trailer: Buckle Up, Buttercup. This is CRMprov.

team@enrollify.org (Jamie Gleason, Mickey Baines) — Fri, 12 Mar 2021 14:59:50 +0000

Get to know the show hosts!