Harvard University IT CRM Team Guiding Principles
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The document discusses Corey Snow's work with the Harvard University IT CRM Team. It describes their guiding principles of delivering unique value to customers and solving problems customers don't know they have. It also discusses Harvard's "extreme federation" with independent business units and technology investments. The team is working on projects like the Harvard User Data Architecture (HUDA) to create a common distributed data architecture and distribute contextual user data across the university in a privacy-aware manner.
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Harvard University IT CRM Team Guiding Principles
- 1. Corey Snow CRM Strategist | Solution Architect | Salesforce MVP Salesforce.org Higher Ed Advisory Council☁ Harvard University IT CRM Practice Strategy and Service Management @corey_snow Power to the HARVARD People Data
- 2. Harvard University IT CRM Team Guiding Principles • Deliver unique and compelling value to our Campus Customers • Be the connective tissue for all things Salesforce at Harvard • Solve problems our customers do not know they have
- 3. Primary Business Challenge– Extreme Federation! ETOB! “It is our rule here for every tub to stand on its own bottom” -John Thornton Kirkland – President, Harvard University 1810 – 1828 Independent Business Units = Independent Investments in Technology = A wealth of disparate and disconnected systems
- 7. “
- 14. Microservices
- 15. Salesforce Needs Person Data Service API Integration App Pass along updated data Get updated data
- 16. Salesforce Needs Person Data Update Service Person Data Service API Integration App Get people who are updated Pass along their data
- 19. Source Pipeline Targets University Data Services Project Team!
- 21. Recap; Top 3 Reasons why HEDA is an Amazing Invention! #1 Distributable: HEDA provides a common distributable data architecture #2 Contextual: The HEDA Account model with Affiliations accurately conveys the 360 degree meaning of the source data into the CRM #3 Extensible: Supports a mix of tenants with both B2C and B2B use cases on the same instance (fewer Orgs!)
- 24. HUDA!
- 25. Privacy Security Levels Public - World Viewable Harvard - Viewable to anyone at Harvard Administrative - Viewable to “admins” at Harvard Restricted - Viewable to special people we love and trust the most Distributed Information Security
- 26. HUDA Phase Next! Course Catalogs Place and Geospatial Data Population Subsets Distributed Information Security Packaging, Distribution & Sustaining Model
- 27. Lessons Learned Investing in the greater good takes courage Reusable framework = concerned data stewards The perfect is the enemy of the good
- 32. Basic Layout - 3 Column First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans Subtitle placeholder
- 33. Basic Layout - 2 Column First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans Subtitle placeholder
- 34. Basic Layout – Cherry Blossom Footer Left First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans Subtitle placeholder
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- 36. Landscape Layout 1 First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans Subtitle placeholder
- 37. Landscape Layout 1 First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans Subtitle placeholder
- 38. Landscape Layout 2 First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans Subtitle placeholder
- 39. First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans Third Split Layout - Left First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans First level text is set at twenty point Salesforce Sans and does not have a bullet • Second level is eighteen point Salesforce Sans Subtitle placeholder
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- 42. Chapter Slide 1
- 43. Chapter Slide 2
- 44. Chapter Slide 3
- 46. “
- 48. Graphic Assets This is a small selection of creative assets. For the complete PPT Graphic Resources Kit which includes charts, how-tos, additional icons and photos of devices and people cutout click here.
- 49. Badges and Banners Text here # Text here # Text here # Text here # Text here # Text here # Editable In PowerPoint Badges Sale s Service Marketing Community Commerce App/IoT Text here # Anallytics
- 50. Official Characters: Astro Astro Poses Astro On The Trail/On the Go Trailhead Astro & Misc. Use Characters Sparingly
- 51. Official Characters: Astro Astro On The Job Astro Shopping Astro As Yeti
- 52. Official Characters: Codey and Einstein Salesforce brand characters Codey the Bear Einstein
- 53. Official Characters: Appy, Earnie, Cloudy, Cody & SaaSy Salesforce brand characters Cloudy SaaSy Groups HootieAppy Earnie the Badger
- 54. These icons play a big part in keeping things playful. We’ve begun to use more line art in our design for contrast against the cartoon artwork direction. If you choose line art, suggest being consistent throughout your deck. We’ve created a library on the following page for most other use cases. These have been created to allow you to change colors etc. directly in PowerPoint Iconography Trailhead Line Art Icons
- 55. Healthcare Rewards Money & Finance Organization Iconography Extended Line Art Icon Library (Editable) Essential Elements Socia l Additional Industries Sport s Transportation GUI Elements Maps & Navigation Design & Drawing Productivity Network & Servers Computers & Tech Marketing Retail Securit y
- 56. iPadAir Vertical 2 iPhone7 iPadAir Horizontal 2 Galaxy 7 Tablets, Phones and Watches Devices are to scale in relationship to one another, use this slide as a reference Apple Watch
- 57. Computers Macbook Pro Retina Display (Browser bar is removable) Thunderbolt Monitor for Desktop (Browser bar is removable) Dell Laptop Dell Monitor
- 58. Power to the HARVARD People Data Presenter Name, Title of Presenter