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About the Episode

The what's what...

Implementing CRM software doesn’t happen overnight. As you travel the implementation timeline, things change along the way, from staff turnover to internal slowdowns to pivots on the vendor side of the implementation.  

In this episode, Mickey and Jamie have a real-time discussion with Dr. James Coker (East Carolina University) who is “in the midst” of a current implementation.  He is about 75% done; however, he faced significant pivots during the past eight months of the process.  Dr. Coker gives some pointers on how to create a unified knowledge base along with a strategic outlook on bringing everyone together to solve the implementation puzzle.

Whether it’s a major shift in organizational structure, goals or staffing, the chief CRM implementer (At ECU, this is Dr. Coker) needs to bring the right people into the decision process and the implementation strategy.  All the while, this person also needs to be a cheerleader to get buy-in from the whole team (and institution) even in the midst of setbacks. 

If any of these pivots, hurdles or challenges sound like something you or your institution is facing, tune in to the show to hear how Dr. Coker has handled similar situations. 

About the Podcast

Mickey Baines

Host

Mickey Baines

Mickey Baines leads the technology services practice at Kennedy & Company. Kennedy & Co assists colleges and universities in the selection, implementation, customization and integration of various CRM technologies, including Salesforce, TargetX, Slate and others. They lead projects of all sizes for public and private two and four-year institutions. Whether he's working hands-on in an enrollment strategy project, leading a CRM implementation or speaking at a conference, the goal is the same - to help higher ed professionals implement technologies, strategies & tactics that engage and enroll more students.

Jamie Gleason

Host

Jamie Gleason

Jamie Gleason is the Vice President Of Enrollment Strategy at Direct Development. He brings over 15 years of higher education experience to the team; almost a decade of which was spent on campus(es) and nearly six years was in edtech. A self-proclaimed "farmer + fixer," Enrollment has always provided the perfect challenge for him! He's happiest when mining through spreadsheets, results, and (generally) any type of data!

Dr. James Coker

Interviewee

Dr. James Coker

Dr. James Coker is currently serving as interim Assistant Dean for Admission and Enrollment Management effective October 1, 2021. James brings a wealth of expertise and experience to this position, including a deep knowledge of Banner, TargetX, recruiting, and admissions best practices from his current position as Senior Associate Director of Admissions Operations and Interim Associate Director for Freshman Recruitment.

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