An important part of a University’s student success strategy is the ability to create simple, intuitive online experiences. Cornell will share how they have used Communities to on-board new students and make it easier to navigate the resources of the university. Their engagement platforms—which are social on the front end and “big data” on the back end—are a critical addition to any CRM strategy and the building blocks for outstanding customer service.
Who Should Attend:
Marketing, Strategic Enrollment, Student Services, Student Affairs, Recruitment, and Alumni Relations leaders
Speakers:
Rebecca Joffrey, Director of Interactive Services, Cornell University
Sandra Sanvido, Senior Director of Product Marketing of Higher Education, Salesforce.com Foundation - Moderator
2. Featured Presenters
Rebecca Joffrey
Director, Interactive Services
Cornell University
Sandra Sanvido
Sr. Director, HE Marketing
Salesforce Foundation
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4. #1 in Enterprise Cloud Computing
& CRM
Enterprise Cloud
Computing
Market Share
#1
World’s Most
Innovative Company
2011, 2012, 2013,
2014
#1
#1
Market Leader:
Enterprise, MidMarket,
SMB & Sales Force
Automation
5. 1-1-1 Model adopted by:
sharethemodel.org
Celebrating 15 Years of Giving Back
680K+ $68M+ 23K+
Service Hours Grants Higher Ed &
Nonprofits
1%T ime 1% Equity 1%
Product
6. Become a Connected Campus: Put Your Students at the Center
360° student view
Marketing
Communications
Student Success
Recruitment
Advancement
Community
Engagement
7. Higher Education Involves a Complex Ecosystem
Faculty
Administrators
Students
Staff
Donors
Prospect
Alumni
Parents
Corporations
8. Today’s Approaches Have Limited Appeal
Legacy Customer Portals
One-to-one
Transactional data
disconnected from social
Social Point Solutions
Many-to-many
-OR-Social
disconnected from transactional data
9. Communities Extend the Value of Portals
Current Portals
Social
Intelligence
Branding &
Customization
Social
Collaboration
Business
Process
Integration
Mobile
Access
Security &
Reliability
10. A Single Platform for Every Kind of Engagement
SOCIAL MOBILE BRANDED BUSINESS
INTEGRATED
RELIABLE
Site.com
Visualforce
Themes
COMMUNITIES
Optimized Pages
Hybrid App
Mobile SDK
Q&A
Chatter
Ideas
CRM Data
Operational Data
Engagement
Secure
Scalable
Unified Platform
11. for Applicants for Students for Alumni for Staff & Faculty
Marketing &
Communications
Online Application
Application Task
Management
One Stop Shop
Coursework
Collaboration
Career Services
Event Marketing
Online Donations
Networking
Social Intranet
Case Management
Cross-departmental
Collaboration
17. Goal: Personal, Scalable Service…for Everyone, All the
Time
Community and Collaboration
One Student, One Message at a Time
18. Key To Success: Solve the “Customer’s” Problem vs. Staff
STUDENT’S
19. Mobile
360° student view
Communicate more
effectively
Ensure student
Recruit the right
students
success
Raise
more funds
Real-Time Data
Social
CRM gives you a 360°view of each student
20. Communities gives students a 360°view of the University
Save time
reading email Find relevant
information
Take the right classes
Social
Mobile
Real-Time Data
Discover career
options
Figure out
deadlines
Graduate
on time
Get support
when needed
See what’s
going on
360° university view
CORNELL
21. Product 1: New Student On-boarding
Use community to get students excited about coming to Cornell
45. A social front end with a big data back end
*infograph is from periodiCALS, vol. 4, issue 1, 2014
THE WAVE Track
EXACT TARGET
Collaborate
CHATTER
Guide & Assist