Roadmap

Key Milestones

The roadmap for activating the LL CRM strategy is structured across four phases: Ìý

  • Phase 0: Discovery
    This phase focuses on setting the foundation for success by conducting a return-on-investment analysis and establishing key program structures. These initial steps are crucial for ensuring that CU Â鶹ӰԺ is well-positioned for the strategic rollout of the LL CRM.
  • Phase 1: Core CRM Implementation
    In this phase, we will implement a core set of out-of-the-box Salesforce Education Cloud features, along with integrated data systems. This foundational setup, known as Core CRM, will enable scalability as we begin onboarding learners and supporting business units, ensuring a robust and flexible CRM infrastructure.Ìý
  • Phases 1-3: CRM Solution Scaling
    These phases will scale the CRM solution to different learner populations in a strategic, phased approach. Initially, we will focus on Continuing Education and Online learners, followed by the undergraduate population, and ultimately, graduate students. This phased approach ensures a manageable and effective expansion of the CRM's reach.
  • Phase 4: Advanced Capabilities
    The final phase will introduce advanced features and capabilities, enhancing the CRM’s functionality to meet the evolving needs of CU Â鶹ӰԺ and further supporting its long-term strategic goals.

Timeline

  1. 2023-2025

    Phase 0: Discovery

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    Summer 2023 (Completed)Ìý

    A consulting partner was engaged to evaluate the CRM landscape at CU Â鶹ӰԺ. Deliverables included:

    • Documented CRM and Web Strategic Vision and Goals, CU Â鶹ӰԺ’s CRM Current State, and key elements of the CRM and Web solution (CRM and Data Model, Web, Governance, and Team Structure)Ìý
    • Strategic vision, project goals, guiding principles, key value drivers, and objectives key results (OKRs), all informed by stakeholder interviews and vision workshops
    • Current pain points, existing and preferred capabilities identified during stakeholder interviews, technical demonstrations, document research, and observations that would drive value for CU Â鶹ӰԺ

    Fall 2023 (Completed)

    Working with consulting partners, CU Â鶹ӰԺ produced the roadmap of ideal state including:

    • Suggested CRM architecture and data model strategy and the related solutions that will enable its associated capabilities
    • Selected Core CRM technology (Salesforce Education Cloud)Ìý
    • Suggested web strategy and related solutions that will enable its associated capabilities
    • Suggested governance model including guidelines that aim to support CU Â鶹ӰԺ’s future goalsÌý
    • CU Â鶹ӰԺ’s Executive Leadership approved the vision for a new CRM strategy: Learner Lifecycle CRM

    Ìý

    Discovery
    Spring 2024 (Completed)Ìý
    • Learner Lifecycle CRM website developed
    • Established LL CRMÌýprogram governance structure enabling escalation, communication, and alignment across the different stakeholders’ priorities

    Summer 2024 (Completed)Ìý
    • Core requirements documented with key business groups in CU Â鶹ӰԺ Online
    • CU Â鶹ӰԺ, with UIS and Salesforce technical architect, determined the best architecture configuration to achieve the desired agility and scalability for the Core CRMÌý

    Fall 2024 (Completed)Ìý
    • Expanded core requirements and added new business needs based on updated CU Â鶹ӰԺ Online and Continuing Education process maps
    • Identified over 300 unique requirements for the request for proposal (RFP), enabling vendors to provide more accurate quotes
    • RFP ready to be processed
    • Approval to proceed has been granted

    Spring 2025 (Not Started)
    • Launch RFP and select implementation partner
    • Engage implementation partner to complete Discovery for Phase 1
    • Start Phase 1

  2. â—¶Ä︎ 2025-2026

    Phase 1: LL CRM for CU Â鶹ӰԺ Online and Continuing Education Learners

    • Establish the fundamental CRM Education Cloud system of engagement, focusing on the Online and CE learners' journeyÌý
    • Continue important existing initiatives for Web and begin CDP implementation
    • Establish data foundation; leverage APIs and other integrations, leverage existing data lake
    • Conduct in-depth Undergraduate discovery to prepare for next phase

  3. ▶︎

    Phase 2: LL CRM for Undergraduate Students

    • Deploy LL CRM & Web Education Cloud solutions to Undergraduate experience
    • Case management and self-service features of enhanced operations CRM support capabilities
    • Conduct in-depth discovery to prepare for Phase 3

  4. â—¶Ä︎

    Phase 3: LL CRM for Graduate Students and Leeds School of Business

    • Deploy LL CRM & Web Education Cloud solutions to Grad School and Leeds segments
    • Drupal 10 enhancements, web automation and content management system

  5. ▶︎

    Phase 4: Implement Advanced Capabilities

    • Enhance foundational communications across student population through omni-channel features
    • Deploy more advanced predictive analytics and automation
    • Launch advanced marketing and communications capabilities
    • Launch AI capabilities

A business case was created to support the implementation of the roadmap. This was reviewed by CU Â鶹ӰԺ campus executive leadership and the decision was made to continue to implement the CRM Strategy Roadmap in December 2023. Ahead of each phase, funding must be identified and secured to proceed.

How will the CU Â鶹ӰԺ Community Participate and Stay Involved?

The CRM strategy and roadmap is managed by the Office of Information Technology (OIT). Aligned with OIT’s Technical and Business Operating Principles, governing bodies that include cross-functional university leaders will provide ongoing guidance. Additionally, the CRM Strategy Steering Committee is engaging the CU Â鶹ӰԺ community in planning, and this engagement continues throughout the roadmap, involving new voices along the way to ensure the implementation will meet the needs of the community.Ìý