Behind the Screens: IT@ND26 Aug 2025

The Next Exciting Challenge: Notre Dame's Enterprise CRM Vision

This episode of "Behind the Screens IT@ND" features a conversation with Tracy Weber, Assistant VP of Enterprise Solutions and Delivery, and Jami Radcliffe, Enterprise CRM Administrator, both from the University of Notre Dame's Office of Information Technologies (OIT). The discussion focuses on the implementation and strategic importance of an enterprise-wide Customer Relationship Management (CRM) system, specifically Salesforce, at the university. They explore what CRM is, how it's currently used by various departments to manage relationships with constituents like students and alumni, and the benefits of a centralized platform. The speakers also address challenges such as stale data, the need for data governance, and the cultural shift required for widespread data sharing, outlining plans for future enhancements, training, and support to scale the CRM initiative across the campus.

Takeaways

CRM stands for Constituent Relationship Management, crucial for managing relationships with
various stakeholders.
Notre Dame uses Salesforce as its CRM platform to enhance communication and collaboration across departments.
The Enterprise CRM initiative aligns with the university's strategic goals to improve data sharing and reduce silos.
Centralizing CRM efforts aims to address inefficiencies and improve user experience across campus.
Data quality and management are significant challenges that need to be addressed for effective CRM implementation.
Stakeholder engagement is vital, and understanding their concerns helps in the planning phase of CRM.
Different departments have varying needs, and the CRM solution must be flexible to accommodate these.
Cultural shifts towards data sharing are necessary for the success of the CRM initiative.
Training and support will be provided to ensure users are comfortable with the new system.
A toolkit will be developed to help departments prepare for CRM implementation.

About this podcast:
Behind the Screens: IT@ND is a podcast based out of the University of Notre Dame, where hosts Scott Russell (IT Director for the College of Arts & Letters) and Diana Garcia (IT Support Technician: Service Desk) give you a behind-the-scenes look at what IT consultancy is all about. Whether you're deep in the IT world or just curious about how technology powers a university, this podcast is for you.

Each episode gives insight into Information Technology at Notre Dame — with focus on how IT consultants support the University, breaking down the challenges they face and the innovative solutions they create. From interviews with experts driving key campus projects to practical tips for making the most of your tech, this podcast explains how IT teams work behind the scenes to keep things running smoothly across campus.

With this podcast, not only will you learn how technology professionals at Notre Dame help shape and support the future of the University, but you'll also get helpful insights and strategies to help you stay ahead.

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