1. Implementing a CRM into the Organization A Technical Recommendation By Jon Nellson

2. Organizational Background Grass roots background Large profits negated need to be efficient Large amounts of waist in the process Increased regulation has spurred the need for advancing the business processes to make up for losses Former CRM/Database: Filemaker Current Database: CampusVue Current CRM: CampusVue???

3. Customer Relationship Management (CRM) Manage Interactions with Leads, Prospects, and Students 2 Use Technology to Organize, automate, and Synchronize Business Processes 2 1

4. CRM Benefits Customer Interaction Business Operations Lead Management Back-end Processing Analytics 1

5. CRM Analysis Most Important Factors – Ease of Use 72% of Senior Execs. would trade functionality for ease of use 1 – Data Integration 51% of Senior Execs. Cited data sync. issues as a major issue 1

6. CRM Analysis Impact on Current Technology – Interaction with current Database CampusVue – Communications interaction Email Voip Phone Systems – Document Tracking

7. CRM Analysis Timeframe 1 – Development Requirements Definition60d Vendor Selection40d System Design40d Data Preparation & Cleansing100d Development30d – Implementation Testing30d Training20d Go Live Activities10d *Implementation timelines that are greater than 90 days in length run an increased risk of yielding unsuccessful results. 2

8. Operational Risks Major issues and risks – Business processes Major impact on procedure High significance due to slower operational times during integration – Negative impacts on Staff & Organization Adoption of new systems adds stress to staff Medium Significance because it can be minimized with moral building. – External Effects ESM process Low Significance because ESM operation is flexible and will adopt quickly with proper notification

9. Operational Risks Processes, structures or approaches to address these risks – Business Process Evaluation Proper Testing and Planning – Documentation and Walkthroughs – Reducing the effects on the staff and – Increasing the adoption times – Stakeholder involvement Builds buy-in – Relationship with System Vendor On-site software manager

10. Adoption Analysis Cost Software Licensing Hardware & Maintenance Management of system Value Improved customer interaction time and quality Improved analytics Improved lead management

11. Adoption Analysis Risks of Adoption Technology Uncertainties – A new system will always have unexpected facets, the amount could be more than expected. Integration Uncertainties – Will it be used as planned? In a 2007 survey from the UK, four-fifths of senior executives reported that their biggest challenge is getting their staff to use the systems they had installed. Further, 43 percent of respondents said they use less than half the functionality of their existing system. 1

12. Adoption Analysis Relative Value In a company that misuses a database as a CRM, the need for a true CRM is extreme. In comparison to the rest of the industry we would be considered Laggards in the Tech. Adoption Lifecycle.