About
Penn State’s Enterprise Constituent Relationship Management (ECRM) will optimize the value of stakeholder relationships over their full lifecycle and across all their University connections. It is supported by a unified strategy, aligned processes, and integrated technologies.
Strategy
Penn State is building an Enterprise Constituent Relationship Management (ECRM) program using the Salesforce.com platform selected through two RFPs from 2020 – 2022. To ensure an enterprise approach that would increase ROI through strategy, scale, and consistency, Penn State conducted a 14-week strategic planning effort with Huron Consulting including 100+ leaders across Penn State. Implementation has already begun with Development & Alumni Relations, Corporate Engagement, Graduate School, and World Campus.
Within Enterprise CRM Strategy Recommendations PDF (PSU login required) you will find the core findings and recommendations made by the Strategic Leadership Group and Huron Consulting and approved by the initial ECRM Executive Sponsors.
ECRM Program Office
The ECRM Program Office, housed within Penn State IT, coordinates and oversees ECRM initiatives, promoting collaboration and innovation. By partnering with academic and administrative units, it ensures strategies and technologies are well-integrated, facilitating effective information exchange and resource sharing. This approach boosts the efficiency and success of the University’s constituent relationship management.
Crystal Straw Frank, Interim Director
Beth Bamford
Program Manager Phase 2 Learner Lifecycle CRM
Carrie Marcinkevage
Strategy & Architecture Director
Kelly Jo Kerstetter
Program Manager Phase 1 Adv. and External CRM
Matt Heller
Project Manager
Suzzanne Clapper
Process Improvement Analyst
Michael Cooper
Enterprise Data Architect
Caley Glasgow
Business Analyst/Administrator
Amanda Karl
Organizational Change Management Consultant
Rachael Lucas
Project Manager
Kristi Ughetto
Interim Manager of CRM Operations
Thom Clark
Senior Salesforce Developer
Alyssa Copp
Salesforce Administrator
Stefania DeArment
Salesforce Data Analyst/ Administrator
Jerre Engelmann
Salesforce Administrator
Vacant
Marketing Cloud Administrator and Implementation Lead
Blake Holleman
Salesforce Developer
Kristen Kolodzik
Salesforce Marketing Cloud Specialist
Executive Sponsors
Vice President of Information Technology and Chief Information Officer
David Horton
Vice Provost for Online Education
Renata Engel
Dean of Graduate School and Vice Provost of Graduate Education
Levon Esters
Interim Vice President for Development and Alumni Relations
David Lieb
Interim Executive Vice President and Provost
Tracy Langkilde
Senior Vice President for Finance and Business
Sara Thorndike
Vice President of Human Resources and Chief Human Resources Officer
Jennifer Wilkes
Stakeholder Leadership Group
Functional Sponsors
David Lieb, Sr. Associate Vice President for Development
Jennifer Stubbs, Assistant Director of Recruiting and Employer Engagement
Geanie Umberger, Associate Vice President for Research, Office of Industrial Partnerships
Alan Gibson, Technology Innovation Leader
Donna Sabol, Project Manager
Erika Bowser, Director of Graduate Business Analytics Core
Michelle Corby, Assistant Dean for Graduate Student Services
Lorraine Donahue, Executive Director of Graduate Education Operations and Administration
Lori Hawn, Director of Graduate Student Services
Rachele Brida, Director of Operational Excellence in Human Resources
Pam Driftmier, Executive Director of Professional and Community Education and Engagement PACEE
Bob Kubat, Assistant VP for Enrollment Management/University Registrar
Andrea Tessier, Sr. Director of Statewide Continuing Education & Workforce Development
Penny Carlson, Assistant VP of Commonwealth Campuses/Executive Director for Academic Services
David Smith, Associate Dean for Advising and Executive Director
Jeff Smith, Associate VP of Operations
Vince Timbers, Director of Information Systems and Research Undergrad Admissions
Fred Haberberger, Executive Director, Outreach Information Technology
Jeff Smith, Associate VP of Operations
Shelby Thayer, Executive Director of Marketing Technology and Operations
Representatives
Cody Allen, Director of Data and Analytics
Robert Kristiniak, Associate Athletic Director, Sales and Service
Jon Emigh, Director of Marketing and Digital Education
Brandon Woelkers, Assistant Director of CRM Strategy and Operations
Brian Black, Director of Corporate Engagement
Emily Kuhns, Associate Director of Corporate Engagement
Karen Henninger, Director of Data Governance
Michael Cooper, Enterprise Data Architect
Donna Whitig, CRM Business Systems Analyst
Brian Beiswenger, Interim Director of Learning Solutions
Misty Patcyk, Director of LionPATH
Holly Swires, Chief Privacy Officer
Lori Cottrill, Identity and Access Management Director
Kyle Crain, Consulting and Architecture Director
Natalie Mansell, Cybersecurity Engineer
Mike Morgan, Cybersecurity Engineer
Chris Ritzko, Manager of Access and Account Services
Crystal Straw Frank, Interim Director of ECRM Program Office
Dave Gindhart, Associate CIO University Partnerships and Interim Associate VP of Enterprise Systems and Services
Chris Lucas, Associate VP of User Success
Matt Scott, Director of SIMBA
Sara McConkey, CRM Director
Robin Haas, Interim Director of WorkLion
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