FAQs

Learner Lifecycle CRM

A Constituent Relationship Management (CRM) strategy emphasizes using data-driven insights in a centralized place to give institutions a connected full-lifecycle view of their learners, staff, faculty, parents, and alumni for effective student engagement and to improve student success and well-being. The strategy also includes enhancing operational efficiency through streamlined administrative processes for staff and faculty. Central to this approach is leveraging data to inform decisions across various departments, ultimately aiming to enhance student outcomes and bolster the institution's positive impact.Ìý

Constituent Relationship Management (CRM) are technologies for collecting and storing constituent data and interactions in a centralized place to give institutions a connected full-lifecycle view of their learners, staff, faculty, parents, and alumni.Ìý

CU Â鶹ӰԺ has committed to implementing Education Cloud, a product of Salesforce, to support the learner lifecycle. Specific decisions on how existing technologies are leveraged alongside Salesforce will be made at the appropriate times along the roadmap.​

The business case, an output of the current Phase 0, will outline the expected benefits and required investment to realize the CRM strategy. The decision to proceed with the roadmap relies on the business case demonstrating an acceptable return on investment. Funding will need to be identified and secured ahead of the start of each phase.​

This program is aimed in part at streamlining and modernizing CU Â鶹ӰԺ’s technology foundation. Some current tools will no longer be needed following the implementation of Education Cloud. The roadmap accounts for discovery (requirements gathering) ahead of each phase during which decisions about the continued use of current technology will be determined.​

The solution is configurable to meet a wide range of potential needs. A discovery process ahead of each phase implementation will help us understand the needs of the various user groups to inform the solution configuration. Within the core functionality, the solution can be configured to meet the needs of units supporting various learner experiences while maintaining the standardization critical to enabling increased visibility, reporting, and process efficiencies. Key campus operations will be maintained with adaptation to new workflows as needed.ÌýÌý

The CRM strategy aims to provide a 360Ëš view of every learner, facilitate more personalized and proactive care including interventions informed by learner data, along with simplify workflows and issue resolution for better learner and support team experiences. A security framework, including role-based access, will be established to ensure users have no more than the needed level of access to ensure confidential data is protected.Ìý

We understand that the new CRM solution has the potential to change the daily work of many university staff and faculty. We have a plan to ensure feedback is collected during each phase of the process to understand the impacts and the key milestones of the roadmap are clearly communicated. We will ensure tools, resources, and training are provided to operate within the new technology and processes.Ìý

Learners will provide direct input and be a part of the CRM Strategy Steering Committee. Learner input will also be captured as the project progresses through each phase.

Staff can provide feedback to their functional area representative(s) on the CRM Strategy Cross-Functional Leadership Implementation Team. Additionally, we will be creating feedback mechanisms, such as surveys, forms, and focus groups as the project progresses.Ìý

The CRM site will serve as a hub for project-related resources. Visit here for project timelines, milestone updates FAQs, etc. We will also continue to make sure relevant information is shared proactively with university stakeholders via email and other channels.Ìý