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that champion presence is the key critical success factor. The pre-adoption approaches his
university took included vendor selection and working with consultants. David views employee
resistance as a barrier to CRM adoption. He stated that data security and data privacy were
potential risks to CRM implementation, and he perceives the CRM system to be easy to use and
useful. David stated client insights have implications for outreach, engagement, and
communications.
Jonathan Traylor
Jonathan Traylor is a program manager at a university in the southern region. His
university currently uses Modern Campus Destiny One, and he is the local champion of that
software for his state. He defines CRM as lifecycle contact management, client engagement, and
contact and data management. He states that the benefits of CRM include engagement and
interaction tracking, client insights, employee onboarding, and efficiency. His reported success is
moderate, with varied employee acceptance and low employee resistance. The reasons for
employee resistance include change management and perceived ease of use. Jonathan states that
the critical success factors for CRM include training and support and user buy-in. Additionally,
his criteria for technology adoption includes training and support and user buy-in. Jonathan
reports training and support and employee resistance as CRM adoption barriers, and the potential
risks of CRM implementation include perceived ease of use. He views the CRM as moderately
easy to use and useful. He states that centralization of data and increased efficiency has
implications for outreach, engagement, and communications.
Stephanie Martinez
Stephanie Martinez is an Extension specialist at a university in the 1890 region. She is
currently evaluating the use of CRM technologies for her work but has not selected a software
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