Project Phases

Phase 0

Fall ’22

Strategic Planning

Penn State conducted a 14-week strategic planning effort with Huron Consulting which included 100+ leaders across Penn State.

This group co-created the Enterprise CRM Strategy Recommendations PDF (PSU login required), where core findings and recommendations made by this Strategic Leadership Group and Huron Consulting. The strategy was then approved by the ECRM Executive Sponsors.

Phase 1

Fall ’22 – TBD

Advancement and External CRM

Point of contact: Kelly Jo Kerstetter
Partners: DDAR, PSAA, Corporate Engagement Center, Career Services, Penn State IT

The project involves implementing Salesforce Sales Cloud and Affinaquest for Penn State University’s Advancement and External Relations CRM, focusing on enhancing the alumni and corporate engagement experience. Additionally, integrating Salesforce Marketing Cloud will enable personalized, data-driven marketing efforts to strengthen relationships with alumni and corporate partners, supporting the University’s objectives.

Penn State has partnered with Huron Consulting for the effective implementation of Salesforce and Affinaquest solutions. Huron Consulting will offer strategic guidance, technical expertise, and project management support to ensure the project’s success.

Phase 2

Spring ’24 – Spring ’25

Learner Lifecycle CRM

Point of contact: Beth Bamford
Partners: The Graduate School, World Campus, Penn State IT

The project focuses on deploying Salesforce Education Cloud for Penn State University’s Learner Lifecycle CRM, aimed at improving student engagement and experiences within The Graduate School and World Campus. It seeks to offer a personalized, supportive learning journey from admission to alumni status. Additionally, integrating Salesforce Marketing Cloud will enable targeted, personalized marketing and communication efforts towards students, alumni, and prospects, enhancing interactions across various channels. This effort highlights Penn State’s commitment to leveraging advanced technology to enrich the educational environment and student engagement throughout their academic and post-academic journey.

Penn State has partnered with Accenture for its Learner Lifecycle CRM initiative, leveraging Accenture’s expertise in digital transformation and technology in education. This collaboration aims to ensure effective CRM implementation, enhancing student engagement and success by providing Penn State with industry insights, technical expertise, and best practices.

Phase 3

Spring ’25 – Fall ’25 and Spring ’26

Learner Lifecycle CRM

Point of contact: Matt Heller
Partners: Enrollment Management, Penn State IT

The project focuses on deploying Salesforce Education Cloud for the Enrollment Services Center (ESC), a new unit under development within Enrollment Management. The ESC will consolidate front-line services from Student Aid, the Registrar and Undergraduate Admissions. The goal is to provide a seamless, integrated experience for prospective and current students and their families from application through graduation.