Rules of Engagement: Transforming your
Student Experience Using a CRM
Tiffany Winston, UMUC, Director Western Region
Anna Quilter, UMUC, Director Eastern Region
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Customer relationship management (CRM) is a system for
managing a company's interactions with current and future
customers. It often involves using technology to organize, automate
and synchronize sales, marketing, customer service, and technical
support.
One-Stop Shop is a company or a location that offers a
multitude of services to a client or a customer. The idea is to
provide convenient and efficient service and also to create the
opportunity for the company to sell more products to clients and
customers.
Student Engagement
“If it isn’t in Saleforce, it didn’t happen”
Creating Leads
Recording Student Interactions
Scheduling Student Follow-Up
Reporting and Analytics
Rules of Engagement
Our CRM Strategy
CRM owns the full Customer
Experience Lifecycle
Provide a single
view of the
customer and
history
Universal adoption of
a common platform to
support UMUC Global
Operations
Actionable Data
Reporting and
Analytics
CRM Business Stakeholder Units
Student Recruitment
Student Advising & Retention
Military Partnerships
College & University
Partnerships
Service Center
Strategic Enrollment Initiatives
Grad & Undergrad Schools
Financial Aid
Marketing
Student Affairs
Student Accounts
IT for Maintenance & Support
Asia
Europe
Corporate Learning
Institutional Advancement
National Leadership Institute
Career Services
Effective Writing Center
Registrars Office
Textbooks
Multi-channel
outreach and
communication