Friday, June 9, 2017

Takeaways | June 6, 2017 CRM Governance Committee Meeting

The CRM Governance Committee is pleased to share these takeaways from its June 6, 2017 meeting. Please direct questions to the appropriate CRM Governance area representative or the CRM Team.

Summary of Meeting Notes:

  • CRM Team: Continual support and maintenance of system and recruitment areas.
    • Salesforce Higher Education Data Architecture (HEDA): initial discovery meetings with each major are completed, the CRM team will present to the committee by the end of summer a recommendation for approval. 
    • Reviewed the CRM Project Portfolio - the committee would like additional information added to the portfolio that allows each school to prioritize their own projects. In addition, the CRM team will present a recommended project prioritization for the upcoming fiscal year for the committee to review and approve.
    • Summary of Salesforce licenses including count per school, type and cost was shared with the committee. Discussed current policies and processes for obtaining access, deactivation and training. 
  • Marketing Cloud: Implementation still in progress. Work on the preference center is close to completion by consulting group, NimbleJack, this is an integral piece of Marketing Cloud. Development work in progress by the CRM Team in both recruitment and outreach orgs. An update of progress will be provided at the next meeting. IMC working with GSBM Marketing by piloting email journeys in Marketing Cloud with purchased cold leads lists.
  • Event Management System Project: Eventbrite will be decommissioned in the next 6-8 months due to vendor’s inability to integrate with Salesforce. IMC presented the analysis and findings of two final event systems: Linvio and Fonteva. Fonteva was presented as the recommended event system per the project core team. The committee voted and approved the recommendation which includes the implementation of Salesforce Communities. IMC will be providing training and assistance to transition users from Eventbrite to Fonteva. Salesforce Communities will provide a foundation for future use in other areas. 
  • Raiser’s Edge NXT: Led by Advancement, the upgrade to NXT is completed and overall a smooth transition. CRM Team has access to data and is initiating data integration.
  • School of Law - Online Application:  The School of Law will be beta testing an open-sourced online application created by Maryville University and sponsored by Salesforce as a potential replacement of paper applications in non-JD programs. SPP has expressed an interest in testing as well. After testing is completed, the School of Law will present its findings to the committee. 
  • Next Meeting Discussion Items: 
    • Review CRM Governance Charter (J.See)
    • Salesforce Product integration map (S.Fife)
    • Raiser’s Edge NXT integration demo (S. Fife)
    • Marketing Cloud Journey for Leads (IMC)
    • CRM Project Budget Review (J.See)
    • Fonteva Status & Timeline (IMC)

Wednesday, May 3, 2017

Takeaways | May 2, 2017 CRM Governance Committee Meeting

The CRM Governance Committee is pleased to share these takeaways from its May 2, 2017 meeting. Please direct questions to the appropriate area CRM Governance representative or the CRM Admin Team.

CRM Team: In addition to its continual support to each school’s recruitment areas, the CRM Team has / is:
  • Salesforce Higher Education Data Architecture (HEDA): First phase still in progress. The CRM team currently meeting with each major area to review data and feedback. Expected completion by June at that time, will present to the CRM Governance Committee a recommendation regarding HEDA.
  • Schools have requested a second round of testing for Cirrus Insight, a Salesforce / Gmail integration app. CRM Team will work with the school to set a second of testing.
  • Participating in a demo of Pardot as a potential email communication tool for lead/prospect generation for recruitment and admissions teams at the five schools. 
  • Higher Ed Summit 2017: Great Pepperdine representation with 21 staff in attendance. Sean Fife did an informative presentation of Sharing Data Between Multiple Orgs with Salesforce to Salesforce. Go Sean!

Marketing Cloud: Implementation still in progress. IMC and IT CRM finalized the requirements documentation as of 04/27/2017. Development work in Salesforce has commenced. An updated timeline will be provided at the next meeting.
Event Management System Project: There will be two rounds of demos offered on the finalists: Linvio and Fonteva. Both are integrated with Salesforce. At the conclusion of each, IMC will collect feedback by surveys and make a recommendation to the Governance committee. If Fonteva is selected, the Salesforce Communities product will be implemented as well (required for full event functionality with Fonteva). Salesforce Communities is an online social platform that sits on top of Salesforce and provides contact authentication during event registration. Further discussion on Salesforce Communities will continue to ensure any potential risks are assessed.

Raiser’s Edge NXT: Led by Advancement, the upgrade to NXT is progressing well with a target go-live date of May 18, 2017. For more info, please contact Tracy Barry-Rolston.

June’s Meeting Discussion Items:
For Approval (prior to next meeting)
  • Event System Selection
For Discussion
  • Review CRM project queue (L.Tovar)
  • Review CRM Governance Charter (L.Tovar)
  • Salesforce Org changes & charts (S.Fife)
  • Salesforce Product integration map (S.Fife)

Wednesday, April 5, 2017

Takeaways | April 4, 2017 CRM Governance Committee Meeting


The CRM Governance Committee is pleased to share these takeaways from its April 4, 2017 meeting. Please direct questions to the appropriate area CRM Governance representative or the CRM Admin Team.

CRM Team: In addition to its continual support to each school’s recruitment areas in their use of Salesforce, the CRM Team has / is:
  • Presented the findings of the CRM Satisfaction Survey - for the complete summary, please refer to the Salesforce User Survey Results
  • Reviewed the feedback from those that participated in the Cirrus Insight pilot, a Salesforce / Gmail integration app. Additional information has been requested by the CRM Governance Committee with a potential second round of testing.
  • Salesforce Higher Education Data Architecture (HEDA): First phase still in progress. The CRM team completed fit-gap meeting with each respective area. Currently assembling feedback which will be shared with each school for review. Once reviewed by schools and findings will be presented to CRM Governance Committee.
  • Trailhead Challenge Winners - Congratulations to: 
    • 1st Place: Yi ‘Curly’ Zeng, Marketing Analyst, GSBM 
    • 2nd Place: Angie Stevens, Student Information Manager, OISS
    • School Admin: Mike Avery, App Developer, Student Systems, GSBM
    • Team: Seaver Admissions


Marketing Cloud: Implementation still in progress. IMC and IT CRM finalizing requirements documentation. At this time, IMC does not have an updated timeline.

Event Management System Project: IMC will be having one additional demo, concluded demos with other event management systems. Have gathered system requirements through a survey to event users at the university.

Raiser’s Edge NXT: Led by Advancement, the upgrade to NXT is progressing well and is currently in testing phase. Expected go-live by mid-April 2017. For more info about NXT, please reach out to Tracy Barry-Rolston.

Salesforce Higher Ed Summit 2017: A total of 22 Pepperdine users will be in attendance and Sean Fife, CRM Chief Application Developer will be presenting.

For Discussion at May’s Meeting:
  • IMC to present texting functionality within Salesforce Marketing Cloud
  • Review and prioritize CRM Project queue list

Friday, March 10, 2017

Takeaways | March 7, 2017 CRM Governance Committee Meeting

The CRM Governance Committee is pleased to share these takeaways from its March 7, 2017 meeting. Please direct questions to the appropriate area CRM Governance representative or the CRM Admin Team. 

CRM Team: In addition to its continual support to each school’s recruitment areas in their use of Salesforce, the CRM Team has / is:

  • Initiated discussions with Graziadio to incorporate Executive Education in Salesforce. 
  • Conducting a CRM Satisfaction Survey to Salesforce users to measure their current use, knowledge of resources and the team’s support. 
  • Spearheaded the Trailhead Challenge, a friendly competition among users, is in its last month - at the end of the month, winners will be announced. 
  • Coordinated the Cirrus Insight pilot, a Salesforce / Gmail integration app. Cirrus Insight is currently being testing as a potential tool for recruiters to use in conjunction with Salesforce to track one-on-one email exchanges with leads, prospects, and applicants. 

Marketing Cloud
: Implementation still in progress. At this time, IMC does not have an updated timeline.

Raiser’s Edge NXT: Led by Advancement, the upgrade to NXT is progressing well and is currently in testing phase. Expected go-live by April 2017. For more info about NXT, please reach out to Tracy Rolston.

Event Management System Project: IMC is currently leading demos with key stakeholders and gathering system requirements through a survey to event users at the university. For additional information on the Event Action Plan.

Salesforce Higher Education Data Architecture (HEDA): The CRM Governance Committee approved the first phase to allow the CRM Team to continue and finalize fit-gap sessions and analysis for this initiative. The CRM Team is to present findings to the CRM Governance Committee by the end of Summer 2017 for final approval to move forward with HEDA implementation.

Salesforce Higher Ed Summit 2017: Pepperdine CRM users are encouraged to attend the 5th Annual Higher Ed Summit co-hosted by the University of Texas System in April 27-29, 2017. This is a great opportunity to learn and collaborate with other higher ed institution on their use of Salesforce.

Monday, February 13, 2017

Takeaways | February 7, 2017 CRM Governance Committee Meeting

The CRM Governance Committee is pleased to share these takeaways from its February 7, 2017 meeting. Please direct questions to the appropriate area CRM Governance representative or the CRM Admin Team.

  • Marketing Cloud - Implementation still in progress but minor delay may be experienced resulting from the upgrade to Raiser’s Edge NXT.
  • Raiser’s Edge Upgrade - Advancement has signed the contract with Blackbaud to upgrade to the NXT version. Raiser’s Edge NXT provides greater business functionality and integrates easier with Salesforce. Tracy Rolston is leading this implementation with an estimated go-live on April 15, 2017.
  • New Event Management System - IMC continues to meet with key stakeholders to determine business requirements for a new event management system that will replace EventBrite. Click here for the Event Action Plan.
  • Cirrus Insight - The governance committee has approved a Cirrus Insight trial to integrate Pepperdine’s Google Mail with Salesforce. The CRM Admin Team will conduct a mandatory orientation to prepare users to adopt the tool. Interested users are required to attend the orientation in order to participate in the Cirrus Insight trial.
  • Salesforce Higher Education Data Architecture (HEDA) - The CRM Admin Team (through Sean Fife’s leadership) is evaluating merits of architecting the current Pepperdine Salesforce CRM platform to better suit HEDA, which provides greater flexibility, efficiency and ability to use native Salesforce functionality. Fit-gap sessions are underway. This is a multi-year initiative the governance committee will review and consider for the future strategy of Enterprise CRM at Pepperdine.
  • Salesforce Higher Ed Summit 2017 - Pepperdine CRM users are encouraged to attend the upcoming Higher Ed Summit in April 27-29, 2017 in Austin, TX.

Friday, December 16, 2016

2017 Salesforce Higher Ed Summit

The next Salesforce.org Higher Ed Summit will take place on April 27-29, 2017 in Austin, Texas. Click the following link for registration and more information.

http://www.salesforce.org/highered/he-summit-17/

Thursday, April 14, 2016

Pepperdine Power Users Present at Salesforce Higher Ed Summit


On March 30 and 31, 2016, Pepperdine representatives Larissa Robinson (Information Technology), Cindy Morgan (Seaver College), Marissa Davis (School of Public Policy), Osvaldo Gomez (Graduate School of Education and Psychology), Tess Marme (Straus Institute for Dispute Resolution, School of Law) and Stacey Weaver (Graziadio School of Business and Management) presented at the annual Salesforce Higher Ed Summit in New Orlean, LA.

Co-hosted between Salesforce and Tulane University, the 4th annual Summit registered over 1,000 higher ed attendees. The two sessions, titled "5 Schools 1 Org: Pepperdine University's Student Recruitment Journey," were well attended by enrollment, admissions and recruitment specialists from various universities and colleges, interested in learning about Pepperdine's CRM approach. Special thanks to the presenters for a job well done!

L-R: Cindy Morgan, Larissa Robinson, Marissa Davis,
Stacey Weaver, Tess Marme and Osvaldo Gomez
(Photo Credit: Sean Fife)