lifetime communications project team enterprise crm jared beard - david strus

Lifetime Communications Project Team

Enterprise CRM

Jared Beard - David Strus

Lifetime Communications Project

https://uisapp2.iu.edu/confluence-prd/display/CRMLChttps://kb.iu.edu/data/ayqt.htmlhttp://www.kelley.iu.edu/itlabs/crmdemo/

September 27, 2010Lifetime Communications Project – CRM Roadmap Lessons Learned

https://uisapp2.iu.edu/confluence-prd/display/CRMLC

https://kb.iu.edu/data/ayqt.html

http://www.kelley.iu.edu/itlabs/crmdemo/

April 19, 2023Customize footer: View menu/Header and Footer

Enterprise CRM

What is CRM?According to Wikipedia: Customer relationship management (CRM) is a widely-implemented strategy for managing a company’s interactions with customers, clients and sales prospects

At IU: Constituent Relationship Management


Genesis of Project

Comm 2.0


Lifetime

Weighing optionsand analyzing

the benefits of IU

Enrollingat IU

Deciding on amajor

Graduating fromIndiana University

Work Work

Work

Considering moreeducation with IU

Enrolling ingrad school

at IU

Achieving fulfilledobjectives through

IU education

Initial contactwith prospective

student

Attends IU camp or event

Gary Anderson, M.D.

• Undergraduate , Wayne State University• Med School at Michigan where senior year cardiology research led to

American Heart presentation and a place at Krannert Heart• Intern at IU School of Medicine• Resident at IU with Dr. John Hickam• Military Service• ’71 joins IU School of Medicine faculty as Assistant Professor• Start consulting relationship with Motorola and Motorola with IU• ’74 Met Kathy at Krannert 3 weeks before east coast departure • ’74 Recruited away-IU cannot match and opportunity too good• ’76 Hewlett Packard relationship develops (9 years)• ’83-’86-Asst/Assoc Dean-Hahnemann U-(now Drexel U)• ’87 Joined NYSE Company as EVP for Technology• ’88 CEO MDI• ’90 Formed TL Ventures• ’96 Purchased house in Brown County• ’99 Dan DeHayes recruits for Kelley School/Johnson Center• ’03 KSB/JCEI Faculty appt and KSB Dean‘s Advisory Board• ’05 IUMC Advisory Board and Jacob’s School Dean’s Advisory Boards• ’06 IU Foundation Board• ’07 Chair Jacob’s School Dean’s Advisory Board• ’08 Formally move to Indiana as residents• ’09 Appointed to President’s Economic Cabinet

“I get something from IU in print or email

seemingly every day.”

Current Situation

Initial contactwith prospective

student Weighing optionsand analyzing

the benefits of IU

Enrollingat IU

Deciding on amajor

Graduating fromIndiana University

Work Work

Work

Considering moreeducation with IU

Enrolling ingrad school

at IU

Achieving fulfilledobjectives through

IU education

?

?

?

?

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???Attends IU camp or event

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[Phone]

[Email][Chat] [Self Service]

[Campaign]

[SMS]

StudentSystems

Alumni/DonorSystems

PurchasedData

DepartmentalSystems

TALISMACampus Interaction Management Hub

Knowledgebase

University-wide CRM Benefits

• Unlimited, Unmetered Use (6 year contract)– No fees per campaign– No subscription fees

• Basis for Policy Development

• Lifetime View of Constituent Contact Information

• Constituent Control of Opt-in/Opt-out

Why Talisma?

Interaction Management•Track history across all media (email, phone, SMS, in-person)•Automatically capture/assign incoming emails



Why Talisma?

Campaign Management•Multi-step workflows•Automatic and manual steps•Electronic and print mailings•Dynamic mailing lists

Why Talisma?• Custom Object Framework• Configurable user interface• Analytics engine• Event management• Knowledge Base• SMS integration


What this means for PAGR:• New tool for mass communication• Replacement for WhatCounts• Communication with members of the

media• Communication with legislators


Project Committees:

Executive CommitteeImplementation Task Force (ITF)Project Team


Executive Committee• Brad Wheeler, IU VP for IT & CIO, Chair• J.T. Forbes, Executive Director IUAA, Chair• John Applegate, IU VP for Planning and Policy• Charles Bantz, IUPUI Chancellor & IU EVP• Karen Hanson, IUB Provost & IU EVP• Dorothy Frapwell, IU VP for Legal Affairs• Mike Sample, IU VP for Public and Government

Relations• Gene Tempel, President of the IU Foundation• Nasser Paydar, IUE Chancellor• Karen Adams, President's Office• Sara Chambers, LC Project Director


Implementation Task Force Committee• Barry Walsh, OVPIT, Chair• Jim Kennedy, Student Enrollment Services (SES), Chair• Frank Acito, IUB school representative• Victor Borden, Institutional Reporting• Beth Cate, Legal Council• Stephen Hundley, IUPUI school representative• Valerie Peña, Public Affairs and Government Relations (PAGR)• Jim Perin, IU Foundation• Becky Porter, IUPUI, Student Enrollment Services• Sonya Stephens, IUB• Jack Tharp, regional campus representative• Pete Yoder, Alumni Association• Sara Chambers, LC Project Director, Ex-Officio• Merri Beth Lavagnino, OVPIT Policy Office, Ex-Officio• Duane Schau, UITS Support, Ex-Officio


Project Team Members


Campus Management

UITS Advancement University Administration

SES, Ugrad/Grad Schools

Professional Schools

Project Managers

Keith Costello

Sara Chambers (Dir.), Dave Strus (PM)

Don Grinstead Valerie Peña, Greg Polit, Kelly Kish

Laurie Sullivan Jared Beard

System Managers

Amit Mishra Dave Strus

Raj Adhikari, Rebecca Batman, Brandon O'Leary, Sherri Knieriem

Greg Polit, Momi Ford

Todd Neal, Tony Emmons

Jared Beard

Local Implementation Team Coordinators

LIT coordinators in each department work with System Managers.

Release 1.0: August 2010

• IUPUI Undergraduate AdmissionsConversion from Talisma 8.0 to 8.5

• Kelley Undergraduate Programs


Departmental CRM to Enterprise CRM

Talisma 8.5: Higher Education Foundation (HE Pack)


Contacts and Leads


Contact:•Person•One record per individual

Lead:•Relationship with a department•More than one per individual

Contacts and Leads


Contact

Lead

Lead

Lead

Lead

Production Launch


1. Migrate Data 8.0 to 8.5

2. Test and Verify Data

3. Turn on SIS data feed

4. Test and Verify Data

5. Turn on Incoming/Outgoing Email

Capability

6. Launch first communication campaign

Lessons Learned


Future Scope• Continued roll-out for admissions• Continued roll-out of departmental

recruiting• Alumni• Members of the media• Legislators• Faculty and employees


Lifetime Communications Project Team

Enterprise CRM

Jared Beard - David Strus

lifetime communications project team enterprise crm jared beard - david strus

Documents

benefits of iu enrolling

iu foundation board

footer slide

iu school of medicine

iu education initial

event slide

footer enterprise crm

departmental crm