Agenda

Keeping the Customer in Mind: Adopting Adaptibility and Abandonment

Track: Customer Relationship Management (CRM)

Session Number: 9691
Date: Mon, Feb 27th, 2023
Time: 4:00 PM - 5:00 PM

Description:

Boise State University is in the beginning stages of implementing Salesforce Education Cloud CRM. As we build our CRM, it is easy to get in the weeds thinking about data, integrations, and project timelines. Making progress at a pace that looks good to the stakeholders and campus colleagues does not necessarily equal producing a quality product. Reminding ourselves that the most important metric for success is adoption of the CRM, we find ourselves in the position to reevaluate some of the work we did when we were new to the project and technology. Coming back to the "why" and "who" of the project and deciding to un-do or re-do some work is painful, but with valid business reasons and supportive sponsorship, we are embracing the philosophy of "abandonment" early on to ensure we deliver the best possible product.

This session is part of the Integrations Pathway.
Sub-Categorization: Product Implementation/Integration
Session Type: Presentation

Session Length: Regular Length (60 min)
Cross Listed Areas: trk-1599, trk-1593
ERP Systems: PeopleSoft, Salesforce
Platform Type: Cloud
Target Audience: All
Knowledge level: Intermediate
Tell us about you!: For nearly four years I chased the Salesforce project from RFP to implementation. I earned my Masters in Library and Information Sciences from the University of Denver, providing me with an understanding of data structures, usability, and information management. I work closely with our integration developers and Salesforce Administrators and can talk for hours about this project.
Sub-Categorization: Product Implementation/Integration
Session Type: Presentation

Session Length: Regular Length (60 min)
Cross Listed Areas: trk-1599, trk-1593
ERP Systems: PeopleSoft, Salesforce
Platform Type: Cloud
Target Audience: All
Knowledge level: Intermediate
Tell us about you!: For nearly four years I chased the Salesforce project from RFP to implementation. I earned my Masters in Library and Information Sciences from the University of Denver, providing me with an understanding of data structures, usability, and information management. I work closely with our integration developers and Salesforce Administrators and can talk for hours about this project.

Speakers

Primary Presenter
Tina Gonzales, MLIS
Enterprise Business Analyst II
Boise State University