CRM

While a CRM system might revolutionize people’s ability to do their jobs, getting everyone on board isn’t always easy. Technology isn’t necessarily the challenge with a new initiative, says Alan Walsh, functional chief, lifetime engagement at Indiana University, Bloomington. “The true challenge, as is often the case, is with the culture. But culture eats strategy for breakfast.”

In its infancy, constituent relationship management technology was confined to the admissions and development offices. Campus administrators realized the system was a great way to communicate with prospective students and potential donors, but didn’t realize it would play well with other departments on campus. With a little more maturity, CRM made its way to the alumni relations office, a natural progression from development office technology.