Harvard CRM Service Strategy October, 2017

Customer Relationship Management at Harvard The demand for “People first” Customer Relationship Management (CRM) solutions is growing in higher education and here at Harvard. ddd ffffff At the beginning of FY17 Harvard had more than 2,400 Salesforce licenses across 42 Salesforce instances.

How CRM is Used at Harvard Use Cases Functional Need Primary User Groups IT Providers Schools & Central Administration Centers & Institutes Manage relationships with IT stakeholders & users Customer Relationship Management (CRM) Email Communications Engage and inform students, faculty, staff, and constituents Event Management Manage complex processes & services Custom Business Applications (e.g. admissions or financial aid)

Common Questions Across Harvard How do we get started? How can we leverage existing Harvard capabilities? What do we do when we aren’t getting the value we expected from our CRM investment? How do I forecast the total cost of CRM ownership? What are other people doing with CRM?

Harvard CRM Service Offerings 9/9/2018 Harvard CRM Service Offerings Shared CRM Platform CRM Advising Services CRM Knowledge Center A ready to use CRM application for managing constituent engagement & workflow Just-in-time advice & guidance for CRM strategy, procurement, system design & data architecture Curate Salesforce knowledge and facilitate best practice sharing

Moving From Challenges to Solutions Redundant, disconnected systems Over-reliance on vendors Shared & repeatable technical solutions Expertise and support Shared CRM No clear path to success Hard to predict cost Just-in-time expertise Total cost forecasting Advising Services No consistent process to get started Ideas & solutions are not shared Knowledge sharing & training roadmaps User communities Knowledge Center

Shared CRM Application 9/9/2018 Shared CRM Application Build a valuable and sustainable CRM then incrementally improve FY19: Advanced CRM FY18: Enhanced CRM FY17: Foundation CRM Collaborative services & analytics Smart communications Predictive analytics Enterprise-wide capabilities PDS IAM Pilot shared CRM tenant model, tools & services Improve user experience Expand functional capabilities Sustainable CRM platform and practices Harvard directory integration Harvard Key Delivered!

CRM Advising Services Solution Architect Reviews 9/9/2018 CRM Advising Services Harvard resources with Salesforce expertise to help teams get started or get unstuck Solution Architect Reviews Subject Matter Expert Recommendations & Reviews Salesforce product and vendor decisions Consulting partner proposal reviews Project and Product Advising Contract Negotiation & Execution Salesforce related Master Service Agreements Pricing analysis University Strategic & Planning Facilitate strategic & project planning based on CIO & senior management recommendations University roadmap planning Product Strategic Reports Salesforce ecosystem at Harvard Current state & future needs Salesforce Administration Support Ad-hoc Advisory Services Harvard Key integration Technical design & data architecture reviews Troubleshoot university-wide product issues

CRM Knowledge Center Training Resources Salesforce Community A coordinated approach for sharing Salesforce knowledge, support, and training Training Resources Salesforce certification Training roadmaps Salesforce Community ABCD group Higher Education related events Knowledge Center Shared technical solutions User documents & administration guides

FY18 Salesforce Team Goals and Roadmap 9/9/2018 FY18 Salesforce Team Goals and Roadmap Q1 Q2 Q3 Q4 J A S O N D F M Goal: Establish a HUIT CRM Service Offering Service Planning FY19 Planning Strategy & Design Goal: Launch a Shared CRM Platform Shared CRM Pilot Pipeline and email communications for existing HUIT SF users: IAM, HWP Launch Service Offering Projects TBD Goal: Launch CRM Advisory Services Strategy & Design Launch Service Offering Goal: Develop CRM Knowledge Center Knowledge Center & IT Academy Community of Practice

New Service: Customer Relationship Management 9/9/2018 New Service: Customer Relationship Management Purpose / Objective: The HUIT CRM Service provides applications and support that enable Harvard teams to succeed with CRM Users: Administrative staff in Schools, Central Administration, IT offices, and Research centers Value / Benefits: CRM applications that maximize return on investment Repeatable architecture and data sharing solutions Salesforce knowledge and expertise Strategic insight to support investment decisions Offerings: 1. Shared CRM Platform - A ready to use CRM for managing and reporting on constituent engagement & workflow Ready to use CRM platform with operational support services Components and applications to support widely used capabilities 2. CRM Advisory Services - Just-in-time advice & guidance for CRM strategy, procurement, system design & data architecture Subject matter expert reviews for planning and project implementation Procurement and vendor management Troubleshooting for university-wide product issues Service and Offering Owners: Georgina Prager Provider Group: Service and Strategy Management Support Model (Tier 1 – Tier 3): Service and Strategy Management Service and Technology Dependencies: IAM - Harvard Key Data Management Services – Person Data Service

Business Analysis Strategy Future State Current State Gaps 9/9/2018 Business Analysis Strategy How will we get to the future state? Does it involve the need for a new service? Build a shared CRM platform that serves the needs of departments and centers across Harvard Provide consulting support for stakeholders who are interested in implementing Salesforce for their CRM solution, including product design, project management and development Create a knowledge center to enable learning and collaboration and Harvard Future State Where would we like to be? Robust CRM platform option to support common customer relationship business processes Guardrails and expertise to ensure ROI on CRM projects Templates, guidance, and sustainable procurement processes Current State Where are we now? Redundant, stand-alone CRM applications Project specific data imports Over-dependence on vendors for product decisions Lack of expertise to solve Harvard-wide system integration and upgrade issues Gaps What’s currently missing (e.g., process, people, technology, expertise)? Ready to use platform with easy onboarding process for departments and centers with standard CRM needs Just-in-time leadership guidance for teams when they need it, autonomy when they don’t Knowledge-base for CRM tools and templates Training roadmap Community of practice

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