1. Milking Relationships for All They’re Worth Presented by Dr. Jim Black

2. Inquiry Applicant Admit Enrolled Credit Non-credit Donor Returning Student Ambassador Student Lifecycle Pre-college Student Alumni Prospective Student Enrolled Student Middle & High School

3. 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

4. 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

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

7. 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

8. Student Relationship Management Learn from every service encounter.

9. Student Relationship Management Preferences Goals Needs Expectations Service transactions

10. Connections Matter Dissatisfied students seldom complain. They simply leave.

11. Relationship Manager Current Students Alumni Parents Industry Experts Faculty Advisors

12. CRM Software

15. It takes people and systems to effectively manage relationships.

16. Service encounters should be… Transactional And relational