*Unification with a Cohesive CRM Strategy

July 19, 2018

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Indiana University’s journey to an institution-wide CRM has been long and challenging. In February 2018, UITS was charged with unifying dozens of existing CRMs across IU's multiple campuses. This led to the IU CRM Initiative: building a 360-degree view of IU’s many diverse constituencies.

Over 400 single-point communication solutions have transitioned to IU’s campus-wide Salesforce Marketing Cloud. By tearing down bureaucratic silos, IU’s institutional CRM continues to improve the experience for their students, faculty, staff, alumni, researchers, affiliates, and other constituents.

In this webinar for, UITS AVP Cathy O'Bryan covers:

  • Building the momentum for an institution-wide CRM
  • Leveraging that organic, ground-up momentum to obtain organizational commitment to the resources and cultural shifts essential to success
  • Strategizing governance structure, communication plans, and project prioritization to ensure impactful progress from the very start

IU CRM: Communications Adoption

May 24, 2018
Wrubel Commons, CIB

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This third session in a series of three infoshares about the IU CRM Initiative was presented by Director Chris Tompkins.

The Communications pillar of adoption is the most prevalent type of adoption at IU: it currently spans more than 200 groups and hundreds of users. This session provides an overview of the features available for IU CRM Communications adopters. Learn how IU CRM can be leveraged for mass digital communications, what's coming next for Communications users, and how new areas can adopt the IU CRM platform with these capabilities. Chris took questions throughout the presentation.

IU CRM: Pillars of Adoption

April 20, 2018
Wrubel Commons, CIB

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What is an adoption “pillar”? Chris Tompkins, Director of the IU CRM Initiative, presents the concept, explaining the differences between a pillar of adoption and individual areas that have adopted the IU CRM platform. This talk also includes a high-level overview of the capabilities already available for the three current pillars: Communications, Admissions/Recruiting (undergrad.), and University HR.

First look: the IU CRM Initiative

March 30, 2018
Wrubel Commons, CIB

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Chris Tompkins, Director of the IU CRM Initiative, presents an introduction to constituent relationship management at IU. Topics include CRM in higher ed., IU's new ELA with Salesforce, the IU CRM Initiative's role, and an overview of adopting, change requests, and governance. Chris took questions throughout the presentation.

Expanding Beyond the Student Lifecycle

Friday, March 23 Higher Ed Summit 2018

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Director Chris Tompkins details how, in partnership with Appirio, IU successfully completed a foundational implementation of Salesforce CRM and Case Management, which is now being used for all employee customer care and services.