CRMprov
32 episodes - English - Latest episode: about 1 year ago - ★★★★★ - 1 ratingCRMprov is a biweekly show that reveals how institutions can experience growth through technology. Tune in as higher ed enthusiasts Mickey Baines and Jamie Gleason partake in free-range dialogue around changes in ed tech (including CRMs), vendor tutorials, insights on outcomes, industry adoption, and more!
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Episodes
Ep. 28: Expanding the Data-Driven Approach in an Constrained Optimization Atmosphere
April 04, 2023 08:00 - 45 minutes - 41.3 MBWe’ve all heard the adage - “begin with the end in mind” (one of Stephen Covey’s 7 Habits of Highly Effective People) - but how does the work that you and your institution do with your CRM abide by this crucial principle? The winding and unscripted conversation that host’s Mickey and Jamie have this week with guest Rich Kochman highlights the intricate level of detail that is required to design and implement the right system, in the right way, in order to get to a meaningful end. There ar...
Ep. 27: Well Implemented - Transition Notes from a Former Higher Ed Staffer Turned CRM Implementation Consultant
March 21, 2023 08:00 - 37 minutes - 34 MBIf you ask 10 Higher Education Admissions and Marketing Team members if their CRM was well implemented including all the experiences that go along with that, chances are you’ll get 10 different assessments and opinions of the experience - even if they all work at the same institution. Dan Shanley - a colleague of Mickey’s at Kennedy & Co has lived that experience over and over as a tech implementation manager – but he has similar lived experience on the institution side. And he has done t...
Ep. 26: Part 2 of 2: CRM Implementation Complete ✅ – Now What? Setting Up Data Governance.
January 31, 2023 09:30 - 27 minutes - 25.4 MBIn today’s environment, almost every institution has a functioning CRM. But in most cases, there are supplemental items that need to be added to the CRM in order to meet all the technology needs of a given campus. Does any of this sound familiar? In this episode, Dr. Terricita Sass connects with Mickey and Jamie to provide insight on the very practical matters related to technology on the campuses that she has been involved with. Specifically, she addresses the following areas: What doe...
Ep. 25: The CRM Is Implemented - Now What? Considering the Value of 3rd Party Components… (Part 1 of 2)
January 10, 2023 09:30 - 29 minutes - 27.1 MBIn today’s environment, almost every institution has a functioning CRM. But, is the software platform offering all the benefits and solutions that your institution needs to maximize process and efficiency? Mickey joins up with an old friend and colleague, Len Lipkin, to discuss what is the better solution - a single system (that might be the “jack of all trades - master of none”) or a primary CRM with other third party solutions “bolted onto it.” Len - who has been a professional higher e...
Ep. 24: Fast is Slow – Slow is Fast: the costly repercussions of rushing your CRM implementation
November 09, 2022 09:30 - 27 minutes - 25.3 MBWe have probably all done it at one time or another - underestimating the time it will take to complete a project or overlooking the possible hurdles that will come up! Whether it is cutting short the steps or estimating too conservatively (or overlooking the contingencies that need to be factored in) the project timeline. A lot of time when you try to speed through something - especially when it comes to software implementation or systems integration - there is a HUGE cost to improper pl...
Episode 23: Move Over Influencers, the Creator Economy is Taking Your Market Share!
October 26, 2022 08:30 - 34 minutes - 31.3 MBWe kick off season 2 with Kyle Campbell - the founder of Education Marketer (based in the UK). Everyday Kyle helps people learn about marketing trends and become better creators (great gig). He started his business with an audience and an idea. He is a creator and every day helps others become better at their creative marketing craft. Recent surveys indicate that over 50% of Gen Z or Alpha students want to be (or already are) creators. But the difference is, this generation of creators d...
Episode 22: Stop Shaming: Work & Life Balance is a Personal Matter
September 20, 2022 08:30 - 32 minutes - 29.6 MBMickey and Jamie thought they were going to talk about one thing….but ended up on a COMPLETELY different topic (so tune back in to hear that later one). In true form to the show, we pivoted to talk about something else - a true riff! So here it is…the topic - determining YOUR personal work life balance. Have you ever thrown shame on someone who you think is taking too much time off….OR someone who doesn’t take enough time off? Do you consider yourself qualified to measure how other peopl...
Episode 21: Take Matters Into Your Own Hands - inciting cultural revolution when it’s needed
August 10, 2022 08:30 - 32 minutes - 30.2 MBSaint Jerome is quoted as saying, “Good better best, never let it rest until the good is better and the better is best” [this quote feels like it needs a bouncing ball to make it into a sing-a-long - Enrollify swag to the team who sends a video of you singing this lyric]! But really…as higher ed marketers and enrollment management professionals, how does this translate? Mickey and Jamie, as higher education vendors, are in the business of fixing or helping clients come up with solutions to...
Episode 20: The Art of Transition - following your heart to pick the perfect place & position (#greatresignation)
July 12, 2022 17:45 - 40 minutes - 37.2 MBThe Great Resignation is a thing…and it’s having an impact in ALL industries for ALL generations. There is something that is very exciting about it…and there is something about it that continues to scare the hell out of employers across the globe. But there is another perspective to consider - that of the employee. In this episode Mickey and Jamie connect with Pete Leung Ed.D, Manager of Student Systems (and lead Slate CRM Administrator) at the School of Graduate Studies at the Universi...
Episode 19: How Do Assessments Fit Into Your Enrollment Growth Plan?
June 14, 2022 08:30 - 23 minutes - 21.6 MBThere has been A LOT of buzz in Higher Ed about assessments - esp in the past decade. And, if we think about it, assessments of the past are really viewed in a way that AI is currently viewed. It was predictive, it was a measure of engagement, it was a qualifier. So the question remains, how are assessment companies adapting to a new world of technology? Or more aptly, how is a company like ETS - a 75-year old juggernaut research firm - transforming its products and its approach in order...
Episode 18: The CRM Throughline - a strategy that delivers throughout the student lifecycle?
May 31, 2022 08:30 - 42 minutes - 38.9 MBCRM’s can often be categorized as a piece of software that ties together a series of tactics. PERIOD. But, in truth, the CRM has the ability to create a customer experience from awareness to delight. Our job, as CRM implementers, is to use the CRM to create a full-circle experience that keeps bringing customers back to the table. In this week’s episode, Jamie and Mickey take a little time to retrospectively talk about the discussion with Amanda Scott, from Be The Match. In digging deeper ...
Episode 17: Make Me A Widget - CRM Implementation & Campaign Insights from a National Non-Profit
May 17, 2022 08:30 - 48 minutes - 44.7 MBCRMprov re-cap - In the year 2022, the crew at CRMprov has reached into other verticals that are heavily invested in CRM technology, but might be doing things differently than we have done in higher education. We are learning a lot through this - and gaining a lot of insights with this. Mickey and Jamie get the wonderful opportunity to sit down with Amanda Scott. In her role as Senior Manager of Strategic College Programs and Initiatives at Be The Match, she’s involved in a lot of campaign...
Episode 16: Building More “Flirt Power” Into Your CRM
April 11, 2022 08:30 - 24 minutes - 22.8 MBLearning how to flirt is not everyone’s strong suit - in fact, some people are exceptionally bad at it (you know who you are). For the average higher ed institution, there might not be too much attention paid to the little but CRITICALLY IMPORTANT things. In fact, there is typically an overinvestment made in pushing the “learn more” and “apply now” transactional moments while the little nuances or “wow moments” are labeled as frivolous.. But does your institution push transactions too mu...
Episode 15: Using “Little Wows” To Make A Big Difference in Your Customer Journey
March 22, 2022 16:30 - 36 minutes - 33 MBHigher Ed deals with FOMO in a big way. Institutions all over the country are almost always interested in knowing things like: How do our competitors handle their marketing tools - what’s included and what does it produce? What does the communication process of other institutions look like? What tools are being used…and what systems do they have in place to move prospects to enrolled students? Is it working like they want? The problem that we see at CRMprov is that we look too much to ...
Episode 14: New Year’s Resolution 2022: Don’t Practice What You Preach, Preach What You Practice!
March 07, 2022 09:30 - 19 minutes - 18.2 MBIt’s a pretty well known fact that CRM technology is usually pretty far behind in the higher ed space (when compared to other industries). That’s the bad news. BUT, 2022 represents a new beginning…a season when we can all move beyond theory and into expanded practice. In today’s show, Jamie and Mickey frame up what the next few shows are going to look like as the team at CRMprov uses 2022 to explore the CRM functionalities and technologies that are currently used in other industries. Why ...
Episode 13: Make a U-Turn: Setting CRM Implementation Due Dates & Milestones Markers
February 15, 2022 09:30 - 40 minutes - 37.5 MBPeter Drucker, the great leadership guru, once said that “culture eats strategy for breakfast.” As you may know, there is certainly some culture to both introduce and overcome in the process of implementing a CRM on campus. In this episode, Mickey and Jamie sit down with Julie Hummel and Mike Bittle, two friends and fellow CRM implementers from the north (yes, I mean Canada). Mike and Julie have been implementing for a while now…and they have encountered some struggles (it’s an implementati...
Episode 12: Packard’s Law, StormWater Management, and CRM Competencies — Getting First Things First in a CRM Implementation
January 31, 2022 09:30 - 32 minutes - 29.4 MBAt CRMprov, we have been on a kick recently, showing the different proficiency levels that institutions MUST be thinking about when it comes to a fully optimized CRM implementation. And, in truth, sometimes this order of operations is not always the most popular notion when we are hungry for a full and fast implementation process. This week, Brad Camilleri from Biola University jumps right into this topic giving his views on CRM competencies and how these integrate across campus in order to...
Episode 11: Hard Right Turn — Handling Those Pesky Mid-Stream Decisions During CRM Implementation
December 08, 2021 09:30 - 47 minutes - 43.9 MBImplementing CRM software doesn’t happen overnight. As you travel the implementation timeline, things change along the way, from staff turnover to internal slowdowns to pivots on the vendor side of the implementation. In this episode, Mickey and Jamie have a real-time discussion with Dr. James Coker (East Carolina University) who is “in the midst” of a current implementation. He is about 75% done; however, he faced significant pivots during the past eight months of the process. Dr. Coke...
Episode 10: Can Higher Ed Be Sold ‘Carvana Style’? Assessing Digital Impact in Enrollment and Marketing
November 08, 2021 09:30 - 43 minutes - 39.9 MBBy nature, we often think of change and transformation leading to higher levels of complexity. This makes sense, as we all enjoy stability, routine, and sameness. Our guest this week, Shannon Zattola, VP of Enrollment Management and Marketing at Ursinus College, says this in our interview: “If you’re not changing, you’re dead in the water.” In fact, the past 24 months have been a test kitchen for higher ed trying, testing, changing, and responding. During this week’s show, we discuss how th...
Episode 9: Are CRM Vendors Failing The Higher Ed Industry?
October 07, 2021 20:35 - 30 minutes - 27.6 MBAnyone who has been in higher ed for the past decade knows that CRM technology has changed A LOT. Tools, data, AI, integrations, automations…all spanning the entire student life cycle. But what hasn’t changed as quickly is our human capacity — or maybe desire — to adopt new technology into our process. We ALL want to be pros (working smarter with the right tools) but sometimes we don’t know what we don’t know. And this poses a problem; both to institutions and to product developers. At ...
Episode 8: Here We Go Again — Leveraging CRM and Other Data Resources to Communicate Pertinently
August 30, 2021 14:50 - 24 minutes - 22.4 MBFall is right around the corner. With the recent delta variant flare-up, colleges and universities are preparing for student arrivals on campus...at this point, anyway. The major difference this fall is that most of these institutions have been planning to go back to in-person learning. In this episode, Mickey and Jamie take a look at how campus leaders can react to the potential issues that might face them on campus this fall. Whether it’s contact tracing or communicating with resident st...
Episode 7: Tackling Your Transcript Evaluation Through a CRM
August 02, 2021 08:30 - 49 minutes - 45.5 MBCRM Implementation takes all shapes & sizes - sometimes, if you have a long enough tenure in the higher ed industry, you get the lucky ADDED BONUS of implementing more than one (make sure you pick up on my dripping sarcasm here :) This episode includes an interview with Kevin Ezzell, the MBA program director at Lehigh University. Kevin has implemented an early version of Target X’s Salesforce CRM, Slate, and now yet another instance of Salesforce. Along the way he has picked up a lot of b...
Episode 6: Higher Ed Can’t Coast Through Chaos – Strategically Merging Resources to Improve Access and Affordability
June 28, 2021 08:30 - 48 minutes - 44.1 MBSouthern New Hampshire University has been a household name when it comes to online education. But the campus-based program has operated independently, for the most part, for decades. However, there was a recognized need to optimize process and technology in order to better serve students. The COVID-19 pandemic increased the urgency for this need and SNHU stepped up to the challenge. This week, Mickey and Jamie are joined by Tim Whittum, SNHU’s Associate Vice President of Campus Admissions....
Episode 5: Misplaced Light Switches and Orchestra Music — Who’s Managing Your CRM Success?
June 07, 2021 08:30 - 39 minutes - 36.3 MBClient success is a relatively new idea within the higher ed space. It means much more than standard account management — client success managers can (and should) be a proactive part of your on-campus software solution. How much are you maximizing the experts who support your CRM? Remember: their guidance is part of what you’re paying for. In this episode, Mickey and Jamie get a chance to catch up with Emily Smith, a Client Success Manager (CSM) at TargetX. Emily has been helping on-campus ...
Episode 4: CRM Implementation Questions to Consider as Institutions Innovate and Adopt Technology
May 17, 2021 08:30 - 28 minutes - 26.4 MBMickey Baines and Jamie Gleason go 'guest-less' on this episode of CRMprov as they ruminate on the CRM implementation expectations, process, scaling, and timeline. These seasoned pros have both been through on-campus CRM decisions and implementations processes. They have seen “the good, the bad, and the ugly” when it comes to this process — both on campus and from the vendor perspective. While they've seen things go very wrong, they've also witnessed implementations go very right. As comme...
CRMprov #3: A Journey to the ‘Tech Side’ in an Age of Change
May 03, 2021 08:30 - 38 minutes - 35.3 MBThere is a joke in the higher education space — professionals who make the switch from working 'on campus' to the vendor side often refer to themselves as moving to the 'dark side.' Maybe the moniker is a bit sinister, or maybe not! In this episode of CRMprov, Mickey and Jamie riff with Amy Maltagliati from the University of New Hampshire about her journey to the 'tech side.' As a former college athlete and admissions recruiter, Amy is now a member of the recently-centralized Salesforce Te...
Episode #3: A Journey to the ‘Tech Side’ in an Age of Change
May 03, 2021 08:30 - 38 minutes - 35.3 MBThere is a joke in the higher education space — professionals who make the switch from working 'on campus' to the vendor side often refer to themselves as moving to the 'dark side.' Maybe the moniker is a bit sinister, or maybe not! In this episode of CRMprov, Mickey and Jamie riff with Amy Maltagliati from the University of New Hampshire about her journey to the 'tech side.' As a former college athlete and admissions recruiter, Amy is now a member of the recently-centralized Salesforce Te...
Episode 3: A Journey to the ‘Tech Side’ in an Age of Change
May 03, 2021 08:30 - 38 minutes - 35.3 MBThere is a joke in the higher education space — professionals who make the switch from working 'on campus' to the vendor side often refer to themselves as moving to the 'dark side.' Maybe the moniker is a bit sinister, or maybe not! In this episode of CRMprov, Mickey and Jamie riff with Amy Maltagliati from the University of New Hampshire about her journey to the 'tech side.' As a former college athlete and admissions recruiter, Amy is now a member of the recently-centralized Salesforce Te...
CRMprov #2: Untapped Potential: The Role of Data Science in Higher Ed and What You Can Do at Your Institution
April 19, 2021 08:30 - 42 minutes - 38.6 MBIn this episode, Mickey and Jamie crack open the labyrinth of all things data in the education space. They share insights into how institutions can dive into the treasure troves of data available to them. Their guide for this chat is Brad Weiner, Director of Data Science at the University of Colorado at Boulder. The free-range journey takes some interesting twists and turns as they discuss the mass of data available to most institutions, the difficulty of “point solutions” that use some da...
Episode 2: Untapped Potential: The Role of Data Science in Higher Ed and What You Can Do at Your Institution
April 19, 2021 08:30 - 42 minutes - 38.6 MBIn this episode, Mickey and Jamie crack open the labyrinth of all things data in the education space. They share insights into how institutions can dive into the treasure troves of data available to them. Their guide for this chat is Brad Weiner, Director of Data Science at the University of Colorado at Boulder. The free-range journey takes some interesting twists and turns as they discuss the mass of data available to most institutions, the difficulty of “point solutions” that use some da...
Episode 1: Choose Wisely—Assessing, Eliminating, and Implementing On-Campus Software
March 29, 2021 08:05 - 44 minutes - 40.9 MBSome decisions are harder than others (duh)...and this is especially true when choosing a new CRM for your campus. The actual choice of software always gets all the glory...but the rest of the process is equally (if not more) important and OFTEN gets overlooked. In this episode, Mickey and Jamie connect with Erin Finn and Richard Graham from Thomas Jefferson University (Philadelphia, PA). Jefferson's CRM journey was, let's say, complicated...including the merger of two separate institution...
Trailer: Buckle Up, Buttercup. This is CRMprov.
March 12, 2021 14:59 - 3 minutes - 2.81 MBGet to know the show hosts! Mickey Baines Jamie Gleason