1. Harvard CRM Service Strategy
October, 2017

2. Customer Relationship Management at Harvard
The demand for “People first” Customer Relationship Management (CRM) solutions is growing in higher education and here at Harvard.
ddd
ffffff
At the beginning of FY17 Harvard had more than 2,400 Salesforce licenses across 42 Salesforce instances.

3. How CRM is Used at Harvard
Use Cases
Functional Need
Primary User Groups IT
Providers
Schools & Central Administration
Centers & Institutes
Manage relationships with IT stakeholders & users
Customer Relationship Management (CRM)
Communications
Engage and inform students, faculty, staff, and constituents
Event Management
Manage complex processes & services
Custom Business Applications (e.g. admissions or financial aid)

4. Common Questions Across Harvard
How do we get started?
How can we leverage existing Harvard capabilities?
What do we do when we aren’t getting the value we expected from our CRM investment?
How do I forecast the total cost of CRM ownership?
What are other people doing with CRM?

5. Harvard CRM Service Offerings
9/9/2018
Harvard CRM Service Offerings
Shared CRM
Platform
CRM Advising Services
CRM Knowledge Center
A ready to use CRM application for managing constituent engagement & workflow
Just-in-time advice & guidance for CRM strategy, procurement, system design & data architecture
Curate Salesforce knowledge and facilitate best practice sharing

6. Moving From Challenges to Solutions
Redundant, disconnected systems
Over-reliance on vendors
Shared & repeatable technical solutions
Expertise and support
Shared
CRM
No clear path to success
Hard to predict cost
Just-in-time expertise
Total cost forecasting
Advising Services
No consistent process to get started
Ideas & solutions are not shared
Knowledge sharing & training roadmaps
User communities
Knowledge Center

7. Shared CRM Application
9/9/2018
Shared CRM Application
Build a valuable and sustainable CRM then incrementally improve
FY19: Advanced CRM
FY18: Enhanced CRM
FY17: Foundation CRM
Collaborative services & analytics
Smart communications
Predictive analytics
Enterprise-wide capabilities
PDS
IAM
Pilot shared CRM tenant model, tools & services
Improve user experience
Expand functional capabilities
Sustainable CRM platform and practices
Harvard directory integration
Harvard Key
Delivered!

8. CRM Advising Services Solution Architect Reviews
9/9/2018
CRM Advising Services
Harvard resources with Salesforce expertise to help teams get started or get unstuck
Solution Architect Reviews
Subject Matter Expert Recommendations & Reviews
Salesforce product and vendor decisions
Consulting partner proposal reviews
Project and Product Advising
Contract Negotiation & Execution
Salesforce related Master Service Agreements
Pricing analysis
University Strategic & Planning
Facilitate strategic & project planning based on CIO & senior management recommendations
University roadmap planning
Product Strategic Reports
Salesforce ecosystem at Harvard
Current state & future needs
Salesforce Administration Support
Ad-hoc Advisory Services
Harvard Key integration
Technical design & data architecture reviews
Troubleshoot university-wide product issues

9. CRM Knowledge Center Training Resources Salesforce Community
A coordinated approach for sharing Salesforce knowledge, support, and training
Training Resources
Salesforce certification
Training roadmaps
Salesforce Community
ABCD group
Higher Education related events
Knowledge Center
Shared technical solutions
User documents & administration guides

10. FY18 Salesforce Team Goals and Roadmap
9/9/2018
FY18 Salesforce Team Goals and Roadmap Q1 Q2 Q3 Q4 J A S O N D F M
Goal: Establish a HUIT CRM Service Offering
Service Planning
FY19 Planning
Strategy & Design
Goal: Launch a Shared CRM Platform
Shared CRM Pilot
Pipeline and communications for existing HUIT SF users: IAM, HWP
Launch Service Offering
Projects TBD
Goal: Launch CRM Advisory Services
Strategy & Design
Launch Service Offering
Goal: Develop CRM Knowledge Center
Knowledge Center
& IT Academy
Community of Practice

11. New Service: Customer Relationship Management
9/9/2018
New Service: Customer Relationship Management
Purpose / Objective:
The HUIT CRM Service provides applications and support that enable Harvard teams to succeed with CRM
Users: Administrative staff in Schools, Central Administration, IT offices, and Research centers
Value / Benefits:
CRM applications that maximize return on investment
Repeatable architecture and data sharing solutions
Salesforce knowledge and expertise
Strategic insight to support investment decisions
Offerings:
1. Shared CRM Platform - A ready to use CRM for managing and reporting on constituent engagement & workflow
Ready to use CRM platform with operational support services
Components and applications to support widely used capabilities
2. CRM Advisory Services - Just-in-time advice & guidance for CRM strategy, procurement, system design & data architecture
Subject matter expert reviews for planning and project implementation
Procurement and vendor management
Troubleshooting for university-wide product issues
Service and Offering Owners: Georgina Prager
Provider Group: Service and Strategy Management
Support Model (Tier 1 – Tier 3): Service and Strategy Management
Service and Technology Dependencies:
IAM - Harvard Key
Data Management Services – Person Data Service

12. Business Analysis Strategy Future State Current State Gaps
9/9/2018
Business Analysis
Strategy
How will we get to the future state? Does it involve the need for a new service?
Build a shared CRM platform that serves the needs of departments and centers across Harvard
Provide consulting support for stakeholders who are interested in implementing Salesforce for their CRM solution, including product design, project management and development
Create a knowledge center to enable learning and collaboration and Harvard
Future State
Where would we like to be?
Robust CRM platform option to support common customer relationship business processes
Guardrails and expertise to ensure ROI on CRM projects
Templates, guidance, and sustainable procurement processes
Current State
Where are we now?
Redundant, stand-alone CRM applications
Project specific data imports
Over-dependence on vendors for product decisions
Lack of expertise to solve Harvard-wide system integration and upgrade issues
Gaps
What’s currently missing (e.g., process, people, technology, expertise)?
Ready to use platform with easy onboarding process for departments and centers with standard CRM needs
Just-in-time leadership guidance for teams when they need it, autonomy when they don’t
Knowledge-base for CRM tools and templates
Training roadmap
Community of practice

13. Questions