Finally, how should a process work that serves the high-end customers? Again, start with objectives and KPIs. These customers have a longer-term financial connection to the university that presents new options for the calculate and pay options. Specifically, the university already has a debit or credit card account with these customers. Nominate three options you will present to the university for this group; at least one must involve using new technology. Think outside the box and make this group different.