student engagement and crm in higher education by itelligence okt15
TRANSCRIPT
![Page 1: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/1.jpg)
HOW INSTITUTIONS FOR HIGHER EDUCATION CAN REACH NEW HEIGHTS IN THE DIGITAL AGE!
Marc van den Berk
itelligence
Manager Customer Engagement & Commerce Region Western Europe
Tom Kelly
itelligence
Account Executive Customer Engagement & Commerce
Rob Jonkers
SAP
Solution Manager for SAP (Higher) Education Cloud Solutions
![Page 2: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/2.jpg)
© 2015 SAP SE. All rights reserved.
Did you know? Vision Leading
97 out of 100of the World’s Top 100
Universities run SAP solutions?
7500(Higher) Education institutions
world wide run SAP solutions?
Provide simple, modern &
innovative solutions to deliver
services to students to get them
onboard, learn, graduate &
succeed
Improve student’s lives by
making (Higher) Education
Services more accessible &
more relevant
Empower student success &
retention for superior results and
lifelong learning
![Page 3: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/3.jpg)
STUDENT BEHAVIOR
![Page 4: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/4.jpg)
STUDENTS ARE NO LONGER PASSIVE
…and they are armed to the teeth
![Page 5: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/5.jpg)
Social
Personal
OrderWeb
Mobile
Phone
ACROSS MULTIPLE CHANNELSSIMULTANEOUS INTERACTIONS DIGITAL AND PHYSICAL WORLD
Internet of things
Wearables
![Page 6: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/6.jpg)
REFER
FRIENDS
POST
REVIEW
JOIN
GROUPS
TRACK
ORDER
RECEIVE
PACKAGE
MISSING
ITEM
SETUP
PHONE
BILLING
ISSUE
MAKE
PAYMENT
PHONE
DAMAGE
TERMINATE
SERVICE
NETWORK
ISSUE
RECEIVE
OFFER
DISCOVERY
STUDY
OFFER
ADMISSION
TRACK
STATUS
RESTART
SERVICE
SHOP &
BUYCONFIRMATION
MISSING
INFO
POST
REVIEW
STUDENT
INFORMATION
PAYMENT
ISSUE
CHANGE
ADDRESS
CONNECTED
JOIN
GROUPS
COURSES
SOCIAL
EVENTS
ALUMNI
REFER
STUDENTS
MOBILE
DIGITAL ADS
WORD OF
MOUTH
SOCIAL
WEB
SITE
REVIEWS
SEARCH
KW/ADS
STUDENT
HELPDESK
WEB
SHOP
SOCIAL
WEB
SHOP
CONTACT
CENTER
CONTACT
CENTER
STUDENT
HELPDESK
SOCIAL
WORD OF
MOUTH
SOCIAL
AWARENESS
INTEREST
DECISION
ACTION
USE
ACTION
PROMOTER
DECISION
USE
EACH STUDENTTAKES THEIR OWN JOURNEYMANY POTENTIAL TOUCHPOINTS
APPLICATION
RECRUITMENT
AGENT
RECRUITMENT
OFFICER
ADMISSION
OFFICER
OPEN
DAYS
STUDENT
ADVISOR
STUDENT
BUDDY
GRADUATION
STUDENT
BUDDY
PORTALMOBILE
PROSPECT
LIFE LONG LEARNING
![Page 7: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/7.jpg)
EVERY JOURNEY IS UNIQUEAND EVERY POINT OF ENGAGEMENT MATTERS
![Page 8: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/8.jpg)
CHALLENGES
![Page 9: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/9.jpg)
INSTITUTIONS ARE FACING
…Empowered students
…Digitalisation
…Adult learners | Diversity
SOURCE BOSTING CONSULTING GROUP, VSNU
…(Global) competition
![Page 10: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/10.jpg)
EMPOWERING THE MODERN INSTITUTION
![Page 11: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/11.jpg)
IT’S A DIFFERENT GAME WITH NEW RULES
![Page 12: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/12.jpg)
OMNI-CHANNEL ORCHESTRATION IS NEEDED
57%Of marketeers have no clear omni-channelmarketing strategy
SOURCE – ECONSULTANCY AND EXPERIAN
![Page 13: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/13.jpg)
USE DATA EFFECTIVELY
10%Of marketeers use data in a systematic way
SOURCE – TERADATA
Only
![Page 14: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/14.jpg)
MARKETING CHANGES AND NEEDS
…Insights
…User Experience
…Speed & Agility
![Page 15: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/15.jpg)
Higher Education is a competitive anddynamic market…
![Page 16: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/16.jpg)
What can we learn from strong brands like Nespresso, H&M, G-Star, Lego and others?
What has been developed forHigher Education?
![Page 17: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/17.jpg)
SOLUTION OVERVIEW
![Page 18: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/18.jpg)
CURRENT SITUATION | SILO’S
…Data captured in different sources
…No consistency in experiences
…Complex, time consuming IT
Business cannot perform
![Page 19: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/19.jpg)
EVERY JOURNEY IS UNIQUEAND EVERY POINT OF ENGAGEMENT MATTERS
CUSTOMER ENGAGEMENT & COMMERCE
![Page 20: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/20.jpg)
SAP CUSTOMER ENGAGEMENT & COMMERCE | MISSION
Enabling companies to deliver contextual, consistent, and relevant experiences regardless of channel or device throughout the customer journey.
![Page 21: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/21.jpg)
SAP CUSTOMER ENGAGEMENT & COMMERCE
![Page 22: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/22.jpg)
CUSTOMER ENGAGEMENT & COMMERCE
Customer Profile
MarketingStudent data management
Sentiment Analysis
Recommendation
Conversion
Campaign Management
CRMCapture test scores
Education history
Collaborate
Manage requests andcomplaints
Social media integration
(M)CommerceOnline Content
Shopping basket
Personalisation
Payment
B2B and B2C
Product Content
Product information
Multi-channel publishing
Reviews customers
Collaboration
![Page 23: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/23.jpg)
1 of 5 |CUSTOMER PROFILE (hybris profile)
![Page 24: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/24.jpg)
Enables companies to build adynamic profile of a customer bycapturing all their touch pointswith the company across anychannels, and use these insightsto suggest specific offers or otheractions in real-time. The systemcontinuously enriches the profileusing analytics and learningalgorithms and is designed formaximum flexibility and massivescale.
CUSTOMER PROFILE (HYBRIS PROFILE)
journey
profile
![Page 25: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/25.jpg)
HYBRIS PROFILE “VOICE OF THE CUSTOMER”
User Interface for customer
…Validate data and profile
…Usage
![Page 26: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/26.jpg)
HYBRIS PROFILE | PROVIDES UNIQUE INSIGHTS
![Page 27: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/27.jpg)
2 of 5 | MARKETING (hybris marketing)
![Page 28: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/28.jpg)
I am digitally connected
I am socially networked
I am better informed
I am an individual
![Page 29: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/29.jpg)
Context makesthe difference
![Page 30: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/30.jpg)
WHAT THEYARE DOING NOW
REAL-TIMEINDIVIDUALIZATION
PRESENTATIONOF RELEVANT
CONTENT(PROSPECTIVE)STUDENT
TOUCHPOINTSWHAT THEY
MAY DO
WHAT THEY HAVE DONE
![Page 31: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/31.jpg)
…Data Management
…Segmentation and target groups
…Recommendation
…Convert
…Multi Touch Campaigns
…Loyalty
…Planning
…Channel Orchestration
…Dashboards
HYBRIS MARKETING MODULES
To deliver: insights, experience, speed & agility
![Page 32: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/32.jpg)
HYBRIS MARKETING | CREATING TARGET GROUP
![Page 33: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/33.jpg)
3 of 5 | CRM EDUCATION (SAP Cloud4Customer HE)
![Page 34: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/34.jpg)
CRM HIGHER EDUCATION
Recruiting
• Create and manage prospective student
records
• Support student recruitment campaigns,
events, multi-channel communications, data
loads, workflow, across multiple recruitment
cycles, offices, and locations
Collaboration & Social
Feeds, followers, and
@mentions
Internal, customers, partners
Social selling
Integration Pre-built integration to SAP ERP & CRM, SAP
JAM, InsideView, D&B 360, Xactly & more
Mashups with most other apps
HCP portal For partner channel
management
Groupware Integration
Full-featured with 2-way sync
Support for MS Outlook,
Google Gmail and lotus notes
Real-time, scalable, powered by SAP HANA
Simplified enhancement tools for power users
Easily extended for tailored UX and business
processes
Platform
![Page 35: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/35.jpg)
CRM HIGHER EDUCATION
Student & Alumni Management & Intelligence
Fast account and contact updates
Student Master Data
360 Customer Intelligence
Productivity & Personalization
Flags
Tags
Shelf
• Quick creates
• User-defined fields
• Workflow
Real-Time Analytics
Dashboards, ad-hoc reports, forecasting
Inclusive of front and back-office data
Mashups with SAP BW and Business
Objects
Custom dashboards, KPIs, and reportsMobility
Complete mobile apps, no extra cost
Support for iPad, iPhone, and Android
Business card scanner
Seamless UX with on-line
![Page 36: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/36.jpg)
CRM HIGHER EDUCATION
Prospective Students
Leads
Prospective Students
Opportunities
Prospective Students
Individual Customers
C4C Student Recruitment
Universities searching for Prospective Candidates
High Schools
Social Media
University Website
Mail Ads
Alumni and families
Networking Events
Data Upload
Duplicate
Checks
Crite
ria
Target Groups
Prospective/ Current Students
Campaigns
Email, Surveys
Analytics
C4C Service
Tickets
Queries/Issues from
Prospective and Current Students
C4C Social
Social Collaboration
Demand Gen
![Page 37: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/37.jpg)
TEST SCORES AND EDUCATION HISTORY
![Page 38: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/38.jpg)
FACEBOOK INTEGRATION
![Page 39: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/39.jpg)
FACEBOOK INTEGRATION
![Page 40: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/40.jpg)
4 of 5 | (M)COMMERCE (hybris commerce)
![Page 41: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/41.jpg)
HYBRIS COMMERCE | (M)COMMERCE
One (m)commerce platform (landing pages, web shops, mobile) for content, search andordering courses, modules or education related products
![Page 42: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/42.jpg)
BUSINESS-TO-BUSINESS AND BUSINESS-TO-CONSUMER
In direct contact with the student… Business-to-business processes. A human resource manager from company XYZ as contact person…
![Page 43: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/43.jpg)
SME
DIGITAL MANUFACTURING RETAIL WHOLESALE TELCO
DIGITAL MANUFACTURING RETAIL WHOLESALE TELCO
COMPANIES USING HYBRIS COMMERCE
![Page 44: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/44.jpg)
HYBRIS COMMERCE IN EDUCATION
‘Version Education’
by itelligence
![Page 45: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/45.jpg)
RESPONSIVE DESIGN AND ALL B2C AND B2B BEST PRACTICES
Personalisation
Session
Login
Recommendation
Promotion
![Page 46: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/46.jpg)
HYBRIS COMMERCE | PERSONALISATION
![Page 47: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/47.jpg)
5 of 5 | PRODUCT CONTENT (hybris Product Content Management)
![Page 48: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/48.jpg)
PRODUCT CONTENT MANAGEMENT
Catalog
Curriculum tickets
Merchandise
Books Software
Subscriptions
![Page 49: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/49.jpg)
Social
Personal
Ordering Web
Mobile
Phone
ACROSS MULTIPLE CHANNELSSIMULTANEOUS INTERACTIONS | DIGITAL AND PHYSICAL WORLD
Internet of things
Wearables
![Page 50: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/50.jpg)
PLATFORM CONCEPT
One source for commercial product information for multi-channel use! (webshop, website, print, mobile, wearable)
![Page 51: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/51.jpg)
EDITORIAL CONTENT
PRODUCT VIDEOS
SEARCH FILTERS IMAGES (HI-RES & LOW-RES)
RICH PRODUCT PRESENTATION
USER-GENERATED CONTENT
PRODUCT DESCRIPTION
CATEGORIES
PRODUCT FEATURES
CAMPAIGNS PROMOTIONS
SIZES ARTICLE NUMBER
PRODUCT NAME TECHNICAL FEATURES
PRODUCT CONTENT MANAGEMENT
MODULE CODE DESCRIPTION
![Page 52: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/52.jpg)
PRODUCT CONTENT MANAGEMENT
User-generatedcontent
Communities Brand engagementand sales
Recommendations Real-time reviews Product & service related True stories!
Relevant Nonpromotional setting Conversations Discussions
On your platform Introduce related products Improve conversions Engage with your audience
![Page 53: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/53.jpg)
PRODUCT CONTENT MANAGEMENT | IMPORT STRUCTURE
![Page 54: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/54.jpg)
PRODUCT CONTENT MANAGEMENT | ENRICH CONTENT
![Page 55: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/55.jpg)
PRODUCT CONTENT MANGEMENT
PCM Module
For all channels!
Maintain module information
Rich functionality as result of 13 years experience
Images, video’s
User generated content
Workflow for effectivecollaboration
Web based
![Page 56: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/56.jpg)
TRANSFORM
![Page 57: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/57.jpg)
IMPROVETOUCH POINT EXPERIENCE
PROCESS AND DATA COMPLEXITY
Where to start?
![Page 58: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/58.jpg)
CUSTOMER JOURNEY ANALYSIS TO ROADMAP
ORGANISATIONAL CONDITIONS
![Page 59: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/59.jpg)
ORGANISATIONAL CONDITIONS
Innovativeness | Competences
Vision and leadership
Ability tochange
leaders
![Page 60: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/60.jpg)
CUSTOMER JOURNEY ANALYSIS TO ROADMAP
…Persona’s
…Sentiment analysis on touch points
…Improvements
![Page 61: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/61.jpg)
CUSTOMER JOURNEY ANALYSIS TO ROADMAP
Helps to focus
Same mindset
Bianca van den Hoven| 34
Single, Likes : Sports, Travel, Friends, Fun!
Competitive, Result driven.
Marketing Manager | develop skills continously
![Page 62: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/62.jpg)
CUSTOMER JOURNEY ANALYSIS TO ROADMAP
…Persona’s
…Sentiment analysis on touch points
…Improvements
![Page 63: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/63.jpg)
CUSTOMER JOURNEY ANALYSIS TO ROADMAP
As team (+ Bianca)
Bianca van den Hoven| 34
![Page 64: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/64.jpg)
CUSTOMER JOURNEY ANALYSIS TO ROADMAP
…Persona’s
…Sentiment analysis on touch points
…Improvements
![Page 65: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/65.jpg)
CUSTOMER JOURNEY ANALYSIS TO ROADMAP
Customer dimension
Employee dimension
![Page 66: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/66.jpg)
CUSTOMER JOURNEY ANALYSIS TO ROADMAP
Improvement to projects in Roadmap
• Roles
• Processes
• Applications
![Page 67: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/67.jpg)
CUSTOMER JOURNEY ANALYSIS TO ROADMAP
Project manager one of our Higher Education customers:
“the value of taking the detailed personaand his journey as starting point is thatyou really get aware of the channels. This forces to make choiches whichtouchpoints you want to adress andwhere you need to improve. (fromcustomer perspective, but also fromemployee perspective). It helped usenourmously in our changing process!“
![Page 68: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/68.jpg)
CUSTOMER JOURNEY ANALYSIS TO ROADMAP
ORGANISATIONAL CONDITIONS
START SMALL AND LEARN!
Where to start?
![Page 69: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/69.jpg)
NEXT STEPS
![Page 70: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/70.jpg)
Meet & Greet hybris workshop
HANDS-ON WORKSHOP
Deeper insights
Discuss on strategy
Discover collaboration
![Page 71: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/71.jpg)
TAKE AWAYS
![Page 72: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/72.jpg)
TRANSFORM ORGANISATION AND TALENT TO STRATEGIC “GROWTH FACILITATORS”
Customer ProfieDynamic Student Journey
Customer Engagement &
Commerce PortfolioMulti-channel
Customer Journey Analysis
to RoadmapWhere to start
![Page 73: Student engagement and CRM in higher education by itelligence okt15](https://reader033.vdocument.in/reader033/viewer/2022052606/58a177ea1a28ab04278b601b/html5/thumbnails/73.jpg)
www.itelligencegroup.com
THANK YOU FOR YOUR ATTENTION
Q&A (just ask…)