Leading with 'Yes:' CRM Customization for Strategic Interdepartmental Collaboration

As the landscape of higher education demands more specialized offerings, academic units require increasingly nuanced support from administrative systems. Historically, technical limitations have often dictated academic policy, creating a rigid system design that acts as a barrier to effective collaboration. At the Georgia State University Graduate School, we recognized this hurdle and moved beyond the “standardization vs. customization” binary to build a culture of institutional agility. This session explores how to transform the perception of a central administrative office from a gatekeeper to a strategic partner. By leveraging advanced CRM logic and scalable workflows, we have developed a system that maintains a rigorous global structure while granting college partners the autonomy they need for individualized content. Attendees will learn how designing for scalability allows a high-volume application environment to remain personal. We will demonstrate how to shield the student experience from back-end complexity, ensuring that applicants receive clear and accurate information while maintaining administrative integrity. Join us to discover how to lead with a “yes” and utilize technology to handle extreme program variation with ease.