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* 1. Institution

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* 2. CRM (Customer Relationship Management) system Contact

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* 3. Contact Email

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* 4. Contact Phone Number

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* 5. Title

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* 6. What information system(s) does your institution use (ie. banner, peoplesoft, etc.)?

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* 7. Is that information system also your university’s official student record system? If not, what student information/record system is used?

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* 8. What CRM system does your institution use?

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* 9. When did you start using a CRM system?

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* 10. What was the initial acquisition cost?

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* 11. What was the total implementation cost?

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* 12. How long did the implementation take?

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* 13. What do you use your CRM for? How does that compare to your original plan?

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* 14. Who did you originally envision as the users/user areas for your CRM system?

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* 15. How many of those areas are now using the CRM system on your campus?

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* 16. Is the use of the system centrally coordinated?

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* 17. What did your resources and support for customer relationship management look like before you implementing your current automated system? How did that picture change after implementing?

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* 18. How has implementing a CRM system impacted your structure? Would you say your communication processes are more centralized as a result?

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* 19. Please share any key Lessons Learned and/or Best Practices you’ve gained through using a CRM system – both during implementation and now.

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* 20. Would you be willing to share any of your planning documents, business process mapping documents, or other project documentation with us? Do you have any templates for CRM use you would also be willing to share?

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* 21. Would you be willing to participate in a conference call or WebEx with the University of Houston-Downtown to discuss your system implementation experience?

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