customer relationship manager
DESCRIPTION
BEST. PRACTICES. TRAINING. Customer Relationship Manager. Presented by Baziel Morton. Best Practices How W e Function. Learning Management System (LMS). Worker Bees. Contracting Agency ( $$$). Did I forget to mention about 7,500 to 12,000 people register?. - PowerPoint PPT PresentationTRANSCRIPT
Customer Relationship Manager
BESTPRACTICESTRAINING
Presented by Baziel Morton
Best Practices How We Function
Contracting Agency( $$$)
Worker Bees Learning Management System(LMS)
Did I forget to mention about 7,500 to 12,000 people register?
For 3 to 10 courses per person?
(Which produces thousands of unique registrations each year)
B.C.R.M
=
CRM ???
What is the Customer Relationship Manager (CRM)?
“Customer Relationship Management (CRM) is an optional module that allows you to track all contacts you have with individuals interested/involved in your programs, and with your faculty members. Log all personal contacts and phone calls you have with individuals. You can also log mailings (when printing mailing labels from Student Manager) and emails (when using the
Email Module). View all contacts with individuals from their record or generate reports of contacts made from the main Student Manager reporting
system.”
According to ACEware:
CRM – Ahh, refreshing!
What is the Customer Relationship Manager (CRM)?
(A LIFE SAVER !!!)
According to Best Practices:
CRM- Who does it help and How?Who does it help (more specifically than everyone)?• End-users; customers, students, participants• Customer service desk (those who answer the phones or
respond to email messages)• Program directors and administrators
What does it do & how does it do it?• Logs all contacts with individuals (phone calls, personal contacts, etc.)• Logs mailings sent to individuals when printing mailing labels from Student
Manager• Log emails sent to individuals when using the optional Email Module• View all contacts with individuals from their record or generate reports of
contacts made
How it works -Logging
How does it work?
From the name screen - Alt +F12
How it worksreviewing -
CRM is accessible in two ways from the name screen
HERE’S ONE WAY
OR
CRM Reporting
Reporting
Reporting
Reporting
Lessons Learned
We Learned :• Everyone had a different idea of what “I
need a certificate” should translate to in CRM
• We were readdressing the same issues, two days later
• We lacked specificity with emails going out
• We needed to improve our use of CRM!
Setting up codes for Customer Relationship
Manager
Lessons Learned
Gather recent:• phone messages• Email messages
• Fax requests (who does that?)• Etcetera
Collect Informati
on
Get Organized
When is the next class?
My dog ate
my password.
Can you reset
it?
I need a certificate for each of the classes I’ve
completed, since 1999.
Separate into
categories
This will help determine what categories of codes will be needed.
Create categories• Was this general info?• What type of contact was
this?• General info• Help request• Needs follow-up• Etcetera
• Who needs the info• Was it resolved?
Coding
Our programs are predominately Pre-K & are state funded; we log points of contact for one program.
Major categories are: 1. Requests (Verify grades, send certificates, username/password)2. General (when are things due & how to check grades)3. Updated (changed name, update SSN, new email address)4. Cancel (remove from a course, incorrectly sent an email)5. Tech Support (trouble accessing coursework, not in course, reset password)
Sort the collected information into categories
What’s the
schedule?
Reset my Password
Send Certificates for
last 15 years
Tech
Request
General
Coding Categories
Striving for a
resolution
This will help determine what categories of codes will be needed.
• Was it resolved?• If it is not resolved,
who can address it?• Director• Technical support• Program
Coordinator• Me• Don’t know yet
Coding Categories 1
Here’s what we did-
G1- NATI - resolved
G2- WSO 2012 - resolved
Coding Categories 2
U1- Nm1 Carol to Carole- Unresolved
U2- !Change DOB to 3/27 from 9/27 - Unresolved
Coding Categories 3 (with color)
Color Coding
Categories
Can be resolved through first
point of contact
Needs to be resolved beyond front desk. “Send to the back.”
T4- NLTI Pod -Unresolved
Coding Categories 4
Making it accessible
Use the codes!
Use the codes!
Reporting with a
purpose
Run reports to determine if information
can be provided somewhere to improve self-sufficiency for end-
users.
Reporting
Reporting
Reporting: MS Excel
Determine “department
s”(who can fix
it?)
Contracting Agency
BEST PRACTICES TRAINING
LearningManagement
System
Website
Registration System
Improvement over time
Please increase our budgetTo include funds to send Baziel to
ACEware’s User conference!
BEST PRACTICES TRAINING
7000 usersX 3 Courses =
21,000 certificates issue.Have I sent it already?
What questions are asked that we can
address on the website?
Should we adjust coding
and email content?
Improve and
update as needed
Use the data from the report to improve what information is posted on your website, in the learning
management system, or at registration. This will enable potential attendees to find the information on their own and improve efficiency for the points of contact
that require additional steps.
Happy Coding!
How this promotes efficiency
Improve information presented on the program website
Notifies that there is a need for better communication in an area, for example, an email may need to go out to address something en masse.
Program directors can see the value of having someone on the phones, etc.
Covers your butt
How this helps end -users
• All of their points of contact are in one place, visible for anyone to provide assistance.• No need to repeat everything discussed in prior calls or emails, the history is readily available.• In the end, it improves their experience as information becomes fine-tuned for them.
Like it? Try it
Get with your Tech and ask to try it in demo
mode.