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About the Episode

The what's what...

CRM’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 into this previous discussion, there are some big aha moments that Jamie and Mickey stumble upon. 

This episode is less in the weeds and more into the big picture of “How do we use the CRM to take our customer experience to the next level?” We encourage you to listen in and think about what areas of your business need an infusion of more delight…and how you can use your CRM to get you there.  Let’s go beyond tactics to the core of customer delight and repeat business.

This episode is sponsored by Unibuddy - the leader in peer-to-peer marketing from student recruitment — has now joined an elite roster of Slate Platinum Preferred Partners to kickstart a groundbreaking partnership. This top-level partnership means bringing colleges and universities added benefits and functionality across their tech stack, plus better visibility into student data across all stages of the prospect’s higher education journey. 

CRMprov is a part of the Enrollify Podcast Network.  If you like this podcast, chances are you’ll like other Enrollify shows too!  

Our podcast network is growing by the month and we’ve got a plethora of marketing, admissions, and higher ed technology shows that are jam packed with stories, ideas, and frameworks all designed to empower you to be a better higher ed professional. Our shows feature a selection of the industry’s best as your hosts. Learn from Jeremy Tiers, Zach Busekrus, Jaime Hunt, Corynn Myers, Jaime Gleason and many more. 

Learn more about The Enrollify Podcast Network at Our shows help higher ed marketers and admissions professionals find their next big idea — come and find yours! 

About the Podcast

Mickey Baines


Mickey Baines

Mickey Baines leads the technology services practice at Kennedy & Company. Kennedy & Co assists colleges and universities in the selection, implementation, customization and integration of various CRM technologies, including Salesforce, TargetX, Slate and others. They lead projects of all sizes for public and private two and four-year institutions. Whether he's working hands-on in an enrollment strategy project, leading a CRM implementation or speaking at a conference, the goal is the same - to help higher ed professionals implement technologies, strategies & tactics that engage and enroll more students.

Jamie Gleason


Jamie Gleason

Jamie Gleason is the Vice President Of Enrollment Strategy at Direct Development. He brings over 15 years of higher education experience to the team; almost a decade of which was spent on campus(es) and nearly six years was in edtech. A self-proclaimed "farmer + fixer," Enrollment has always provided the perfect challenge for him! He's happiest when mining through spreadsheets, results, and (generally) any type of data!

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