Plan Ahead for CRM Analytics!

Thursday, November 01 | 3:15PM–4:00PM MT | Board 105, Poster Area, Exhibit Hall B-E
Session Type: Poster Session
Delivery Format: Poster Session
Indiana University launched an institution-wide CRM initiative to capture interactions with constituents. Hundreds of communication/marketing units are using new tools to communicate IU's message. Seven of IU's 8 campuses use the CRM to recruit undergraduates. From the onset, IU has captured and used key metrics to evaluate CRM success.

Outcomes: Develop a plan to capture metrics to improve CRM usage and adoption * In collaboration with functional partners (i.e., admissions, HR, communication, student services) identify metrics needed to inform decision-making * Establish a process to make decisions based on analytics to improve service, communication, and CRM outcomes


  • Cathy O'Bryan

    Chief Executive Officer, Unizin, Ltd.
  • Chris Tompkins

    IU CRM Initiative, Director, Indiana University Bloomington