Kennedy & Co. worked with Baylor University’s Graduate Professional Education (GPE) department to conduct an audit and roadmap to assess and inform the department’s CRM infrastructure and support services for its online programs, with the goal of making a recommendation on the use of a CRM for the department, based on two different CRM systems currently in use at the university.
We conducted interviews across GPE and other key departments within the graduate school on the current usage of both CRM systems, the relationships with third party marketing and recruitment vendors, and priorities for a future state without these external vendors.
Kennedy & Co. has worked with Baylor for several projects over the years. This one was designed to help their Graduate and Professional Education unit prepare for a more significant internal expansion to shift strategy with admissions and outreach with online students.
Our deliverables consisted of an overall recommendation for a single CRM solution, a timeline for phasing programs into the system over multiple years, and plans for staffing and support of the system.
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