Join an interactive discussion about how to effectively set expectations, manage requirements, and get buy-in across the enterprise to successfully launch CRM. To kick off the conversation, Babson College will share how they were initially just looking for a CRM solution, but soon realized that they needed to revamp business processes, systems, and technology from the ground up. World Learning will share how implemented Salesforce to three distinct business entities within one enterprise Salesforce environment for better cross-entity collaboration. You should walk away with shared ideas, best practices, and lessons learned from your peers as to how to manage change and adoption.

1. Marc Satin & Robyn Betts
Enrollment Rx
Babson College
@EnrollmentRx | #hesummit
Orchestrating a Successful CRM
Implementation

2. Orchestrating a Successful CRM
Implementation
First Last Name
Title

3. About Enrollment Rx, LLC
First Last Name
Title
• Founded in 2008, Deep Domain Expertise
• Focus Exclusively on salesforce.com for Higher Education
• “Higher Ed App” and Toolkit built on the Salesforce platform
• Gold Sponsor of the Higher Ed Summit

4. We Help Institutions of all size
First Last Name
Title

5. The Babson Story

8. The Project

9. Graduate
Admissions
Graduate
Marketing

10. How it started

11. • “Can’t Report Accurately”
• “No System!”
• “Can’t Track What We Want To!”
• Prospective experience disjointed and
inconsistent
Symptoms of Underlying Issues Visible First in Technology Layer

12. We Need A New System!

13. So, did you get a new system?

16. This was about a lot more than just technology

17. Challenge: This isn’t just an IT project!

18. Preparing for the Project

19. We are all in agreement, then
Define the problem you are trying to solve

20. Define Success!

21. Project Charter - Formal documentation of project goals,
approach, and success criteria
Define the problem out loud
Know what “good” looks like
Get agreement

22. Team, Project Governance, Communication
Set up Standing
Meetings
Have Sponsors
Have a Strong Project
Manager
Report Out Weekly

23. Define Roles and
Responsibilities –
Out Loud!

24. All that before even starting?

25. Wait, all that before even
selecting a tool?

26. Ensures that you are all on the same page

27. Perform Business Process Analysis
40+
PEOPLE
INVOLVED
12+
PROCESS
REVIEWS
35+
DOCUMENTS

28. We Need A New System!
Way of Working

29. We know our business
We don’t know CRM
Find a partner that
knows both

30. Communicate Broadly
“What’s in it for me?”
Celebrate Improvements
Early and Often
Champions for Change
Find the squeaky wheels

31. Set Up SYSTEM Governance Early On

32. Leave Enough Time!
– Build in time for chartering process
– Build in time for contract negotiation
across multiple vendors
– Don’t skimp on testing!
Babson took 18 months to
select and implement

33. A Helpful Framework

34. Establish Urgency
“Burning Platform”
Build
Guiding
Team
Get the
Right
Vision
Communicate
for Buy-In
Empower
Action
Create Short-
Term Wins
Don’t Let Up Make it Stick
Declining
Enrollment;
Bad Prospective
Experience
Project Team /
Sponsors /
Chartering!
Business Process
Mapping
Pain Points / Opportunities
Governance Team /
Training / Sponsor
Accountability
Starting with Strategy /
KPIs
Kotter’s 8-Step
Change Model

35. Orchestrating A Successful CRM Implementation
1. Define your problem
2. Define Success
3. Create Your Project
and Communication
Structure
4. Perform Business
Process Analysis
5. Find the Right Partner
6. Communicate Broadly
7. Create System Governance EARLY
8. Leave More Time Than You Think!

36. Thank you!
Robyn Betts
Director, Project Management Office
Babson College
rbetts@babson.edu
Marc Satin,
Chief Operating Officer
Enrollment Rx
msatin@enrollmentrx.com