Using CRM to support nurture and re-engagement strategies
The beauty of most CRM (Customer Relationship Management) platforms is that they give your school the ability to automatically connect with your prospects, over a set period of time via email, with limited manual labor involved. Using these tools can help you nurture your leads so they feel cared for, and give them the information they need to take action. Here are some creative ways on how to use CRM data to keep engagement high and re-energize prospects that may have fallen off the radar.
Nurturing leads
In a recent blog, we talked about managing your relationships with prospective students using different email communications tracks, content and frequency. When you have a communications roadmap, you can set your CRM to send filtered emails to certain prospects based on their demographics and stage of application. This takes the manual work out of sending emails and saves you time. Once you’ve completed the upfront work, it’s important to not just “set it and forget it.” The true value of using a CRM to nurture leads really comes in the next critical step after the emails are sent. Tracking, measuring and analyzing your data is key so you can act on your findings for better results.
A CRM gives you all of the data you need to make decisions on how to nurture your leads:
- Engagement level – How often are prospects opening your emails? If you see a drop with 2X a week, but a surge with 1X a month, you can adjust your frequency to find a happy medium.
- Best (and worst) performing subject lines – Which lines or themes are the most popular? If subject lines with questions and calls to action have high open rates, consider using these more often.
- Clicks within the email – What are the most popular links and CTAs? If you notice videos and buttons with CTAs have higher click rates, be sure to use these consistently and creatively.
- Filters – What filters are working the best? Based on certain segments that respond the best, try to adjust your strategy to maximize the engaged prospects.
Re-engaging leads
Even with the most sophisticated marketing strategy, it is possible for some leads to go radio silent. In a recent blog, we talked about how to re-energize stagnant leads by customizing content, auditing your communications mix and varying your calls to action. The key with stagnant leads is that you can only re-engage them if you know why they stopped interacting in the first place. And a CRM gives you all of the data you need to find out why your leads stopped engaging so you can develop a plan to get them back on board:
- If certain groups aren’t opening emails about application deadlines, they may need more information before they’re ready to take the next step. Try addressing their barriers.
- If your leads are opening your emails but not clicking, try varying your calls to action and including different ways for them to interact like viewing a video, or linking up with you on social.
- With inactive leads that haven’t interacted in six months to a year, you can create a re-engagement campaign using an enticing offer to spur action. Some examples include access to a value-added webinar or exclusive event, or even a personal invitation.
If you need more ideas on how to use your CRM, nurture your business schools leads through your system or re-engage leads that have stopped interacting, contact GPRS today. We can help you choose a CRM, help you learn how you use your existing data and set up a plan for capturing actionable information that you can use to turn your leads into seated students.
As you enter into your inevitable January planning sessions determined to find ways to innovate and prepare for the upcoming recruiting push, consider these top marketing trends and opportunities for your school.
An age-old debate in higher ed is whether to focus on quality or quantity of leads to obtain the right amount of applicants, and ultimately, seated students.
When you ask any marketing or admissions team member what their key goals are for the coming year, almost all of them have these two at the top of the list: increase quality/quantity of leads, and increase enrollment. And many will follow up with the statement that they will be relying more heavily on digital advertising to help them reach these goals.
Did you know that the average working adult receives 121 emails per day? But the average click through rate is 3.1%* — meaning that people tend to only read through and take action on about 2-3 emails per day. Not to mention, many are only viewing those emails on a 2-3″ wide phone screen. So, in a world where spam is dominant and your leads are prioritizing what they choose to read, it’s your job to differentiate your communications with personalized email. And if you are an educational institution, it’s likely you are not just competing with spam/work/personal messages, but also other colleges or universities your prospects are exploring.
The mobile first website design strategy suggests a paradigm shift from traditional website development – to design for users that are viewing your content on a phone or tablet vs. people that are sitting at a computer digging into the details.
Three of the top types of content in higher ed right now are infographics, videos and blogs. This may not come as a surprise considering prospects are seeking quick, bite-sized pieces of information they can consume while on the go. But how do you create and curate this type of content that is meaningful to your audience while on a budget and with limited time?
Data can be your most powerful marketing resource. But using it can also become one of your biggest challenges if you’re not used to working with statistics, crunching numbers or harnessing large amounts of information to make informed marketing decisions. Here are some simple ways to start using data to strengthen your marketing campaigns, regardless of your comfort with data visualization tools.
Say you’re aimlessly scrolling through social media or you’re on your favorite news site and all of a sudden, you see it – the thing you’ve been waiting for. It’s going to change your life. It’s the price you want. So really, it’s perfect. You must buy it right away. You click on the link while anxiously reaching for your credit card. The link takes you to the company’s homepage and you scroll and scroll. You may even click over to another page looking for the very product you wanted. It’s not there. At this point, you’re frustrated and less likely to buy.
You don’t have to be a marketing pro to notice that video ads are taking the digital advertising world by storm. It is likely that 50% of your social media feed is populated with videos or that a friend or colleague has recently shared a video with you on their phone or computer screen. Although video advertising can work for any company in any industry, it’s becoming imperative in the higher ed world because of the personal scale connection required for large buying decisions like a degree.
