Our enterprise CRM journey began in 2018 with a charge to:
Develop recommendations for acquiring and implementing a cost-effective university CRM that spans from recruitment to graduation and preferably beyond.
Many things have changed since the charge was established. Our legacy recruiting system was hobbled by a blacklisted sender reputation, and our plans for implementing a single CRM took a detour. We adapted. Slate is now serving recruiting and admissions functions and our Salesforce Marketing Cloud implementation will begin in earnest later this month.
Since CRMs became an area of focus for me in 2018, my general understanding of customer-relationship-management has influenced how I parse through my personal inbox. I've noticed that some CRMs seem to be in need of tuning - the US Mint is very keen on keeping me interested in their latest coins despite multiple unsubscribe requests. Yet other systems continue to evolve and improve in concert with integrated enterprise systems - Amazon's fulfillment and return processes continue to amaze. I've also begun to recognize a Salesforce page. In a recent Zoom meeting with my insurance agent, he shared his screen and we verified my contact information directly in Salesforce Sales Cloud.
Being part of Boise State's CRM journey has allowed me to begin seeing the world from both sides of the customer / management equation, and I've taken notice that these two bookends of CRM are fundamentally about developing relationships. As we begin our Salesforce Marketing Cloud project on March 29, I look forward to sharing our progress with this group.