In 2018, stakeholders from across campus came together to evaluate the need for a Customer Relationship Management (CRM) tool and develop a CRM Discovery Analysis document to outline the various ways a CRM could benefit McMaster. Subsequent to that, a McMaster IT Strategic Plan engagement session was held in 2019 and McMaster stakeholders reaffirmed the campus’s strategic need for CRM solution to achieve McMaster’s business strategies. A CRM solution is expected to directly and indirectly address opportunities for student satisfaction and experience, while streamlining services and reducing duplication of data.
CRM projects are complex and multi-tiered. They require extensive planning and readiness and will be impacted by workflow process management, end user adoption and acceptance, and need a strong governance framework and broad campus participation. Ensuring that McMaster is ready for a CRM is a required preliminary phase for a full CRM implementation project.
There are currently two department-led CRM projects in progress with the Faculty of Engineering and McMaster Continuing Education. Evaluating the path forward for department-led CRM projects while considering the broader needs of the campus is key. To support this process, a CRM Program Steering Committee has been formed and represents a cross-section of stakeholders to provide transparency and cohesive planning and leadership throughout the life of the CRM Program.
The CRM Readiness Assessment project was endorsed by the IT Executive, and a Request for Service was developed for this phase. See here for the CRM Readiness Assessment details. Engagement is critical to this phase to ensure that we develop a comprehensive roadmap for campus CRM readiness, including the necessary steps and activities to ensure processes are defined, resources are assessed, data management practices and infrastructure are in place. The engagement work undertaken in the Readiness Phase will include stakeholders from across McMaster, with an initial focus on units that provide services to students. In addition, a student focus group will be engaged to gain insight into student experiences.
If you are interested in participating in a upcoming focus group, please contact Lori Patrick at email@example.com.