1. CRM Visioning Dave Gruber Tammy Aagard

2. Purpose of this session
Outlining the concepts of our thinking so you understand how and why we are making decisions
Show the roadmap for CRM
Imagining the possibilities of CRM
Task you with documenting specifications

3. CRM in COMPASS – Initial assumptions
CRM would be a secondary system to SIS
Primary focused on recruitment and admissions
Focus on marketing communications
Basic dashboards surrounding
recruiting and admissions
Event management
SIS
EMS
Canvas
MDM
Reporting
CRM
One.UF

4. Recruitment and Admissions Retention Alumni and Donor Relations
CRM
Recruitment and Admissions
Retention
Alumni and Donor Relations

5. The world has been turned upside down
University
centric
Student
centric
Salesforce Dreamforce Conference 2016

6. The world has been turned upside down
University
centric
Student
centric
Salesforce Dreamforce Conference 2016

7. CRM in COMPASS – Vision
Utilizing power of CRM to address current and future business needs
Strategic partnership with Salesforce
Strong adoption by Higher Ed of Salesforce
Strong support of Salesforce for Higher Ed
It’s all about connections
Long term the true momentum will be using information about connections that the institution does not initiate

8. SalesBfourilcdeAPplpatsform
The Connected Campus
Salesforce for Higher Ed
Students
Parents
Alumni
Faculty & Staff Corporations
Prospects
Donors
Marketing
System of
Engagement
Community
Recruitment
Student Success
Advancement
System of
Intelligence
Record
Analytics
SalesBfourilcdeAPplpatsform
Higher Ed Data Architecture (HEDA)
SIS
Housing
HCM Financial Aid
LMS Degree Audit GL
Meal Plans Payroll

9. CRM Guiding Principles
Touchpoints with potential, current or past students should be recorded in the CRM
Recruiting communication and milestones
Advising interactions
Course communications
Student life communications
Student exceptions (petitions, SAP, residency)
Employers communication with students regarding potential employment

10. CRM Guiding Principles
In order to use analytics capabilities of CRM data around student touchpoints and information on student attributes must be in CRM
Data natively created in CRM
Data flowing from other systems- SIS, LMS, MDM
Different from warehouse and reporting because the use of CRM data leads to action, not just inform - Graduate school tracking example
Utilizing native strengths of CRM to address business needs rather than retrofitting ERP systems
Workflow
Communications
Call to action

11. More tools in the toolbox

12. CRM Guiding Principles
As the university seeks to monetize learning opportunities there is a need to manage broader constituencies – Distance Education, non- credit, lifelong learning, continued professional education
Ability to use information from non-standard learning opportunities to recruit to standard degree programs
Keeping constituents connected to the university and to each other

13. How do we get there? Staffing
Bill Steele, Salesforce Program Architect
Exploring additional assistance through an implementer
Partnering with units who have a Salesforce instance on campus

14. Questions?