C. Harold McManus, Ph.D. May 1, 2020

C. Harold McManus, Ph.D.May 1, 2020

Customer Relationship Management (CRM) and Student Engagement by C. Harold McManus, Ph.D. is licensed under CC BY-NC-ND 4.0. To view a copy of this license, visit https://creativecommons.org/licenses/by-nc-nd/4.0

https://creativecommons.org/licenses/by-nc-nd/4.0

What

0 This presentation is for professionals who work in student support offices

0 Counseling Centers, Enrollment Management Offices, Residence Life Offices, Academic Support Centers, etc.

0 We will show you how to deploy a Customer Relationship Management System (CRMS) throughout the Student Affairs Sector

0 It is imperative that organizations develop institution-wide, web-based assessment systems

0 Completing annual outcome reports should take a few hours…not a few weeks

Achieving new energy in higher education can be facilitated using

automated data collection and analysis techniques to uncover

previously undetected relationships among key data.

It is not about finding the proverbial needle in the familiar

haystacks. It is about acknowledging that a plurality of

idiographic needles exists and engaging in the hard work required

to find and evaluate them against layered research questions.

A CRM System

0 Managing interactions with students/clients

0 Use technology to synchronize business processes

0 Find, attract, and sign-up new students/clients

0 Nurture and retain those students/clients on your roster

0 Campus-wide service and retention strategy

It is about tracking multiple traits using multiple methods to discover

the common links among numerous needles in various haystacks

over time and across situations. There is a need for an approach

utilizing a mainstream Contextualist-focused (Vygotsky, 1960)

immersive web-based assessment system.

We design and deploy an institution-wide Customer Relationship Management System

In Your very complex institutional system, the success of the Academic

Affairs Office is tied directly to the success of the Student Affairs Office.

The success of the Registrar’s Office is tied directly to the success of

the Admissions office, and so on.

Your CRM System

0 Three web-based forms in each key office

0 Sign-up new clients

0 Nurture and retain current clients

0 Receive ongoing evaluation data---how are you doing?

0 Establish communication links with all offices

O

We design and deploy an institution-wide Customer Relationship Management System

Three web-based forms will drive your Unit CRM System

01. A registration form (one-time sign-up for your office)

02. A daily sign-in form (filled in at the beginning each face-to-face or

virtual visit)

03. A session evaluation form (filled in at the end of each face-to-face or

virtual visit)

From these web-forms, you will track who is coming in, how often they come

in, what they need help with, which courses are most requested, and how

you are accomplishing the targets that you set.

Tutorial Services Daily Sign In

Please enter your full name and student ID number (not SSN):

Answer Options Response Percent Response Count

Last Name:100.0% 638

First Name:100.0% 638

Student ID Number:100.0% 638

Student Email Address:75.2% 480

answered question 638

skipped question 0

OSPIRE MARCH 2012

Who is coming in for help?


What is the primary purpose of your visit to Tutorial Services today?

Answer OptionsResponse

PercentResponse Count

Help With English course 20.7% 132

Help With math course 51.9% 331

Help with biology course 2.7% 17

Help with physical science course 8.2% 52

Help with essay for humanities, public speaking, ethics or

other course4.5% 29

Help with reading 0.2% 1

Other 11.9% 76


skipped question 0

What do they need help with?

Math and English.


Please select the specific course for which you would like assistance.


MAT 200 - GENERAL MATHEMATICS I 43.7% 139

MAT 212 - GENERAL MATHEMATICS II 19.8% 63

MAT 213 - ALGEBRA 11.9% 38

MAT 315 – CALCULUS I 16.7% 53

MAT 222 - CALCULUS II 2.5% 8

MAT 232 - CALCULUS III 0.0% 0

MAT 233 - CALCULUS IV 0.0% 0

Other (please specify) 5.3% 17


skipped question 320




ENG 210 - COLL ENG 16.0% 21

ENG 211 - COLL ENG 46.6% 61

ENG 212 - COLL COMP 22.9% 30

ENG 213 - COLLEGE RESEARCH 13.7% 18




Which courses are most popular?

Let’s lookclosely atGeneral MathI & II

Let’s assignresources toEnglish andCompositioncourses




BIO 211 - INTRO TO BIOLOGY 70.6% 12

BIO 311 - GEN BIOLOGY 23.5% 4







PHY 222 - PHYSICAL SCIENCE 100.0% 51




Which courses are most popular?


What other types of assistance, if any, would you like from Tutorial Services

at the moment? (Select all that apply)

Answer OptionsResponse

Percent

Response

Count

Help with study skills 60.7% 269

Help with note-taking 18.5% 82

Help with exam preparation 55.3% 245

Help with time management 16.7% 74

Other (please specify) 101



What other help do they need?

Tutorial Services Registration Form

What is your current classification?


New Freshman

8.3% 33

Continuing Freshman41.1% 163

Sophomore 26.7% 106

Junior 13.6% 54

Senior 8.6% 34

Unclassified/special 1.8% 7


skipped question 0

Tutorial Services Registration Form

Who referred you to Tutorial Services?


Admissions Officer 3.3% 13

Academic Advisement Center 10.5% 41

Instructor 46.2% 181

Academic Adviser 10.5% 41

Other Student 14.0% 55

Coach 15.1% 59



skipped question 5

Where are they in their program and who referred them?

COURSE NOD DPER NOF FPER

ATH 378 1 20.00% 2 40.00%

ATH 379 4 28.60% 7 50.00%

ATH 380 3 27.30% 5 45.50%

BIO 111 64 22.70% 61 21.60%

BIO 221 14 28.00% 27 54.00%

BIO 232 6 28.60% 8 38.10%

BIO 323 7 31.80% 6 27.30%

BIO 324 5 25.00% 6 30.00%

BIO 372 2 66.70% 1 33.30%

CHE 214 7 25.90% 10 37.00%

CHE 224 6 22.20% 6 22.20%

CRJ 200 21 20.20% 32 30.80%

CSC 201 4 23.50% 6 35.30%

ENV 201 6 22.20% 12 44.40%

ENV 202 6 22.20% 6 22.20%

HIS 115 45 22.60% 85 42.70%

HIS 203 10 40.00% 5 20.00%

HPE 376 5 26.30% 9 47.40%

MAT 113 16 30.20% 26 49.10%

MAT 115 4 28.60% 5 35.70%

MAT 201 5 35.70% 5 35.70%

MAT 203 3 60.00% 1 20.00%

MAT 232 1 25.00% 2 50.00%

MCO 210 4 25.00% 4 25.00%

MCO 325 9 39.10% 9 39.10%

MCO 415 1 20.00% 4 80.00%

MCO 435 4 30.80% 3 23.10%

PSY 304 13 23.60% 23 41.80%

PSY 310 6 21.40% 13 46.40%

PSY 470 5 27.80% 7 38.90%

REC 352 6 24.00% 7 28.00%

SOC 211 21 31.80% 30 45.50%

SOW 495 7 26.90% 9 34.60%

TRC 222 10 50.00% 5 25.00%

TRC 372 3 30.00% 3 30.00%

784334 450

You can run a CDFW summary using Before and after data to track the progress being made by your clients. Course-by-course, track the Number of Ds, the percent of Ds; the number of Fs, the percent of Fs, and so on.

Evaluation Number Percent

NO MIDTERM 675 7%

Made A 2241 21%

Made B 2239 21%

Made C 2101 20%

Made D 1441 13%

Made F 1863 17%

Given W 132 1%

Total Evaluations 10692

42% earned a grade of A or B at midterm + 20% made a C

30% earned a grade below C at midterm

You must conduct interim evaluation at the mid-term and make adjustments

Your system serves you!

Your assessment system, your CRM, will be part of the mainstream

culture within your institution. We will link all stakeholders,

concurrently, and help you reinforce a culture of authentic evidence and

tangible success. Your CRMS will encapsulate what your students KNOW,

how they THINK, and what they can DO and clearly delineate the

contribution of each student support office/unit in the development of

an institution-wide Success Construct.

YOU MUST GET THEM IN AND OUT IN 48 MONTHS OR LESS

AND PREPARE THEM TO COMPETE WITH STUDENTS FROM OTHER

INSTITUTIONS. YOU SHOULD PARTNER WITH US TO GET IT

DONE.

What will you see?

Summary639 Clients as of 2.15.2020

0 Weekly Contact: 81 clients

0 Math Contact: 331 41/week

0 English Contact: 132 17/week

0 Physics Contact: 52 07/week

0 Communication Contact: 29 04/week

0 Biology Contact: 17 02/week

0 Other Contact: 76 10/week

What will you do?

On the next slide you will see a schematic of a hypothetical Student Affairs

Office. There are Four (4) Primary Nodes or areas—Counseling, Academic

Support, Enrollment Management, and Residence Life.

The CRM System would collect and process data from Each area (30 total) and

compile information for both Internal and external reports.

Reliable Plans lead to valid reports at the end of the Academic year.

Documenting Continuous Improvement in a Student Affairs Office

CRM HUB

Counseling Center

Academic Support Center

Enrollment management

Residence Life Office

Test taking unit

Health and Wellness Office

Career and Employment Services OfficeDiversity and inclusion services

Multicultural Services

Study skills unit

Supplemental Instruction unit

High-Impact Educational Practices unitResident engagement programs

Intramurals, Athletics and Recreation

Student Conduct Office

Student Advocacy UnitFinancial Aid Office

First Year Experience OfficeOpen House UnitEngagement Unit

Admissions OfficeAlumni Affairs

Registrar Office

Greek affairs

Commuter student services

Disability support servicesLGBTQ student services

Food Service Office

Housing Office

Student Union

From an accreditation perspective,Each of the Four primary-nodeswould complete a Unit Outcome Plan.

From an accreditation perspective,Each of the Sub-node Offices would complete a Unit Outcome Plan.

From an accreditation perspective,Each of the remaining units wouldHave goals on a sub-node Office or Primary-node Unit Outcome Plan. THE CRM FEEDS ALL Unit Outcome Plans.

Tweak and Improve0 Develop outreach plan to assist before and at the midterm

Gatekeeper courses

First-year students

Adult students

0 Follow-up with current all current clients and prepare

for a rush of new ones.

0 Assess effectiveness of current support sessions

What do they think about your service?

Are they performing better?

Do they understand core concepts (learning)?

0 Make adjustment to current support approach—tweak!

Let us show you how to define institutional effectiveness through the

development of a success construct across and throughout an

institutional eco-system using a web-based, distributed assessment

and reporting system that facilitates “real-time” instructional and

student engagement modifications that enhance student learning

outcomes and operational efficiency across an entire educational eco-

system. Your Student Affairs Unit will collect data from and provide

data to the Academic Affairs Unit. You are both on the same boat

and perform equally important roles. You both must follow this

assessment diagram:

We offer peace of mind at a reasonable flat-rate!

Why worry about developing Unit Outcome Plans and Reports? We will develop an automated, authentic, institution-wide assessment system, and mainstream a Contextualist-focused web-based assessment process involving students, faculty members, academic support staff, administrators, alumni, and key stakeholders as one holistic entity. We will give you a lot of great things to say about your institution.

Click here to complete the evaluation form your clients would complete after visiting your counseling office.Click here for a Modest Proposal from PROBE Consulting.

https://www.surveymonkey.com/r/Sample_NETPRO

https://www.surveymonkey.com/r/HIGH_ED_ACRRED

C. Harold McManus, Ph.D. May 1, 2020

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