CRM Community of Practice

We aim to develop an overall, campus-wide vision and strategic approach to full life-cycle constituent data management and care; define a program and approach that aligns business processes and functions with constituent and institutional priorities; and invest in an “ecosystem” of CRM products that aligns with this strategy by meeting the various needs of stakeholders and maintains data interoperability.

This community is for those interested in being involved and following work being done with CRM systems and projects across the university. Constituent Relationship Management (CRM) currently exists in pockets all around campus and this group is exploring possibilities with regard to a holistic CRM system/approach for campus.

How to Join

• Join the UW–Madison Salesforce Users TEAMS Channel

Meetings

We meet monthly. Members of the group take turns choosing the topic and facilitating the meeting. Meetings last about an hour and we typically cover the following topics:

• Featured topic presentation
• Discussion/Q & A
• Updates, Announcements & News

Why this is important

Constituent Relationship Management (CRM) [Salesforce CRM on this campus] software plays an increasingly important role across the University of Wisconsin, from helping to manage tens of thousands of student applications to tracking student and alumni engagement with the university and many related institutions so units can provide more personalized and higher-quality service. The great flexibility of CRM software, which allows it to be adapted to many custom uses, also requires growing expertise to manage these systems.

The CRM Community of Practice (CoP) founders are aware that many on campus were and are standing up their own instances of Salesforce, and quickly realized that they shouldn’t operate as islands. To manage their CRMs effectively, we need to share knowledge and help each other. The growing number of CRM administrators across campus face similar challenges.