Contact Management Trainer Success Model for Training

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Session Title	Contact Management
Learners	Admissions and Recruitment Team
Session Time	1 hour
Rationale	Learners are excited to have a centralized platform for applicant information. This session will build off the excitement of implementing a CRM. Remind them of their brainstorming session and how the contact record will be able to achieve some of the hopes they had for implementing a CRM. (During the brainstorming session, the team discussed what they hope implementing a CRM will accomplish.) It will drive up learner engagement to focus on the automation aspects of the tool.
Objectives	Identify Key Fields on Contact Records Create New Contacts (specify methods) Modify Contacts Modify their List of Contacts and identify specify use cases Explain where and how to log ad-hoc correspondence
Materials	Powerpoint Presentation Zoom Training Resources: videos, live demos, job- aids Feedback Survey
Activities	A student calls with questions, and you want to look them up. Walkthrough: How to search for the student What fields do they need to identify the student Notate the interaction within activities A student walks or calls in and is not in the CRM. Searching and adding them as an inquiry record Make sure they get all the key fields needed Fill out the Source Field A student already in your CRM calls with questions and wants more information. How to search for the student What fields they need to identify the student Using the activities to communicate with the student or internally with team members and notate the interaction Filtering Students by holds to contact them using List Views
Evaluation and Feedback	Taking questions Feedback - Survey on how confident they are leaving that training or if review is needed