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Connecting with Alumni: Driving Value Throughout the Constituent Lifecycle.

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Presentation on theme: "Connecting with Alumni: Driving Value Throughout the Constituent Lifecycle."— Presentation transcript:

1 Connecting with Alumni: Driving Value Throughout the Constituent Lifecycle

2 Page 2 PeopleSoft Proprietary and Confidential Page 2 PeopleSoft Proprietary and Confidential Page 2 PeopleSoft Proprietary and Confidential What Is Today About? Relationship ManagementRelationship Management Data ManagementData Management Alumni/Donor PersonalizationAlumni/Donor Personalization Key challenge:Key challenge: Do You Have a Single View of Your Constituent?

3 Page 3 PeopleSoft Proprietary and Confidential Page 3 PeopleSoft Proprietary and Confidential Page 3 PeopleSoft Proprietary and Confidential “The quality of the ongoing relationship between the institution and its students (and alumni) is far and away the dominant determinant of success.” Gartner, Defining CRM for Higher Education It’s All About the Relationship!

4 Page 4 PeopleSoft Proprietary and Confidential Page 4 PeopleSoft Proprietary and Confidential Page 4 PeopleSoft Proprietary and Confidential Applicant Prospective Student Student Alumni Potential Revenue Recruitment Phase Enrollment Phase Retention Phase Fundraising Phase Time Recruitment Pain: Difficult to reach the “right” prospects Recruitment potential restricted Impact: Lost applicants and potential tuition Enrollment Pain: Generating the yield Effective and efficient applications Impact: Lost applicants and potential revenue Retention Pain: Low student satisfaction Students transfer or drop-out Impact: Lost students and revenue, increased costs to replace Fundraising Pain: Lose contact with alumni Irrelevant communications Impact: Lost fundraising opportunities Lifetime Relationship Management!

5 Page 5 PeopleSoft Proprietary and Confidential Page 5 PeopleSoft Proprietary and Confidential Page 5 PeopleSoft Proprietary and Confidential Network of constituents that an institution both serves and depends on All are critical to building successful lifetime student relationships 360-Degree View Prospective Students & Parents Current Students Faculty & Staff Visitors & the Community Corporate Sponsors Alumni & Supporters The 360-Degree Network of Constituents

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7 Page 7 PeopleSoft Proprietary and Confidential Page 7 PeopleSoft Proprietary and Confidential Page 7 PeopleSoft Proprietary and Confidential Data Management Institutions’ Pains Lack of data quality, standards, and shared metrics across systems/institution wideLack of data quality, standards, and shared metrics across systems/institution wide Inability to provide single, comprehensive view of constituentInability to provide single, comprehensive view of constituent Inconsistent/inaccurate measures and countsInconsistent/inaccurate measures and counts Inability to accurately report and analyze in a timely manner effectiveness, compliance, and accountability across institutionInability to accurately report and analyze in a timely manner effectiveness, compliance, and accountability across institution

8 Page 8 PeopleSoft Proprietary and Confidential Page 8 PeopleSoft Proprietary and Confidential Page 8 PeopleSoft Proprietary and Confidential The fact is that institutions are in a heterogeneous environment! Development Legacy PeopleSoft Oracle Housing Bookstore LMS SAP Crisis

9 Page 9 PeopleSoft Proprietary and Confidential Page 9 PeopleSoft Proprietary and Confidential Page 9 PeopleSoft Proprietary and Confidential The Chinese word for “Crisis” consists of two characters: Crisis one represents “danger” and the other, “Hidden Opportunity”.

10 Page 10 PeopleSoft Proprietary and Confidential Page 10 PeopleSoft Proprietary and Confidential Page 10 PeopleSoft Proprietary and Confidential Campus Solutions logically separated from HRMS Provides clearly defined interfaces between components Provides access to the latest HRMS & PeopleTools releases HRCS 8.9 Componentization

11 Page 11 PeopleSoft Proprietary and Confidential Page 11 PeopleSoft Proprietary and Confidential Page 11 PeopleSoft Proprietary and Confidential Administrative Academic Library Outreach Master Constituent Data CDH Components: Integration & Source Mgt. Oracle Integration -or- Any Other Middleware Mapping Transport and Transformation Layer Cross reference mapping Manages conflicts by source Assembles master record by attribute, by source Built-in integration services

12 Page 12 PeopleSoft Proprietary and Confidential Page 12 PeopleSoft Proprietary and Confidential Page 12 PeopleSoft Proprietary and Confidential Administrative Academic Library Outreach Master Constituent Data CDH Components: Data Librarian Oracle Integration -or- Any Other Middleware Mapping Duplicate identification & resolution Import management queue Data certification Data quality reports Data Librarian

13 Page 13 PeopleSoft Proprietary and Confidential Page 13 PeopleSoft Proprietary and Confidential Page 13 PeopleSoft Proprietary and Confidential Administrative Academic Library Outreach Master Constituent Data CDH Components: Access Oracle Integration -or- Any Other Middleware Mapping 360° View Data creation and maintenance Embedded duplication prevention Comprehensive relationship management Access

14 Page 14 PeopleSoft Proprietary and Confidential Page 14 PeopleSoft Proprietary and Confidential Page 14 PeopleSoft Proprietary and Confidential Administrative Academic Library Outreach Master Constituent Data CDH Components: All Oracle Integration -or- Any Other Middleware Mapping Data Librarian Access

15 Page 15 PeopleSoft Proprietary and Confidential Page 15 PeopleSoft Proprietary and Confidential Page 15 PeopleSoft Proprietary and Confidential Constituent Lifetime Relationship Management Admissions Student Affairs Graduation Alumni/ Donor Graduate Information Change of Address Employment Alumni Interests Graduation Date Awards and Honors Recruitment Strategies Interactions with Prospects High School Attended Post-Secondary Education Activities Interests Parent Names Relationships! Activities/ Interests Awards/ Honors Bio/ Demographic Data Donations Employment Major Gift Strategies Volunteer Organizations Memberships Planned Gifts Marketing Fundraising Converting Servicing & Retaining 360 o View Aware Interest Engage Trial Donation Loyalty Courses Major(s)/ Minor(s) Academic Interests Student Activities Student Awards Housing Relationships!

16 Page 16 PeopleSoft Proprietary and Confidential Page 16 PeopleSoft Proprietary and Confidential Page 16 PeopleSoft Proprietary and Confidential We’ve all seen the map, few have taken the journey Plan: Deliver differentiated strategies Understand: Value of your constituents Optimize: Close the execution gap Customer Lifetime Value UnderstandPlanOptimize Student/ Alumni Portfolio Management

17 Page 17 PeopleSoft Proprietary and Confidential Page 17 PeopleSoft Proprietary and Confidential Page 17 PeopleSoft Proprietary and Confidential Actual Value Constituent Portfolio Management – Personalize Service Up or Out Develop Retain Basic Cost of Service Potential Value Platinum Gold Silver

18 Page 18 PeopleSoft Proprietary and Confidential Page 18 PeopleSoft Proprietary and Confidential Page 18 PeopleSoft Proprietary and Confidential “ The continuing separation of the specialties may keep advancement professionals from establishing and maintaining relationships with their colleagues. We must place an emphasis on professional unity and recognize the advancement role within many others on campus including faculty, admissions officers, student affairs officers, and executive officers and their staffs.” Expanding the Definition of Advancement - CASE, January 2005 The Expanding Definition of Advancement

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24 Page 24 PeopleSoft Proprietary and Confidential Page 24 PeopleSoft Proprietary and Confidential Page 24 PeopleSoft Proprietary and Confidential Leading the Way ‘The Internet is rapidly becoming a dominant medium; leaders must develop a corresponding new set of skills including: 1)an intuitive understanding of the new economy 2)an ability to manage team processes 3)skill in managing relationships 4)marketing expertise 5)comfort with technology’ It’s All About the Relationship! Leading the Way CASE, 2005

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28 Page 28 PeopleSoft Proprietary and Confidential Page 28 PeopleSoft Proprietary and Confidential Page 28 PeopleSoft Proprietary and Confidential Email = Automated, low cost strategic channel Source: Gartner G2, March 2002

29 Page 29 PeopleSoft Proprietary and Confidential Page 29 PeopleSoft Proprietary and Confidential Page 29 PeopleSoft Proprietary and Confidential

30 Page 30 PeopleSoft Proprietary and Confidential Page 30 PeopleSoft Proprietary and Confidential Page 30 PeopleSoft Proprietary and Confidential

31 Page 31 PeopleSoft Proprietary and Confidential Page 31 PeopleSoft Proprietary and Confidential Page 31 PeopleSoft Proprietary and Confidential “…we have fundraisers who are on the road who are raising money, and they can go in and check the information on a particular prospect or record information…” John Ley Southern Methodist University June 2001 Accessibility Contributor Relations 100% pure internet architecture …the real-time enterprise

32 Page 32 PeopleSoft Proprietary and Confidential Page 32 PeopleSoft Proprietary and Confidential Page 32 PeopleSoft Proprietary and Confidential “And if you're communicating and working together, and sharing the information, that really goes a long way toward making sure that donor is treated in a way that's conducive to your goal.” Chris Couture Maryland Institute and College of Art June 2001 Personalization Contributor Relations Manage vast amounts of information

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