Pirate360 Enterprise CRM Governance Program

Purpose and Program Objectives

The CRM governance structure is designed to establish accountability, transparency, and decision-making frameworks for the Pirate360 CRM initiative. Governance objectives ensure alignment with strategic goals and effective risk management. Below are the key objectives of the governance structure:

  • Strategic Alignment with University Mission and Vision
  • Decision Making and Accountability
  • Risk Management & Tolerance
  • Transparency and Stakeholder Communication
  • Operational Efficiency & Performance Monitoring

Governance Structure and Committees

ECU utilizes a three-tier governance structure for the Pirate360 Enterprise CRM Program.

Strategy

CRM Executive Sponsors

Key Responsibilities:

  • Review and approve campus roadmap
  • Make decisions on duplicative software
  • Receive regular status updates
  • Determine or identify funding

Transformation & Increased Value

CRM Steering Committee

Key Responsibilities:

  • Make recommendations on roadmap
  • Decide on new CRM functionality
  • Provide input on data standards
  • Foster stakeholder collaboration
  • Drive user adoption
  • Identify areas of opportunity and continuous improvement

Delivery Excellence & Operations

Change Management Group

Key Responsibilities:

  • Responsible for daily operations
  • Focus on change management (technical and human-centered)
  • Surface operational issues
  • Surface risks and security issues
A triangular hierarchy diagram with three levels. At the top is 'Strategy', in the middle is 'Transformation + Increased Value', and at the bottom is 'Delivery Excellence + Operations'. The triangle is outlined in teal with horizontal lines separating each level.

Enterprise CRM Executive Sponsors Committee

The Executive Sponsors Committee represents the executive level of the governance structure and focuses on the following responsibilities:

  • Ensuring strategic alignment with the university mission and vision
  • Approval of the roadmap and project timelines
  • Make prioritization decisions for major implementation groups
  • Makes budget and resource allocation decisions
  • Serves as champions for Pirate360 Program
  • Oversight of project status updates

The Executive Sponsors Committee is made up of:

  • Interim Provost
  • VC A&F
  • VC Advancement
  • VC Student Affairs
  • Associate Provost of Learner Operations
  • Associate Vice Chancellor Student Affairs
  • Associate VC and CIO

The Executive Sponsors Committee meets semi-annually. The sample agenda is as follows:

Enterprise CRM Steering Committee

The CRM Steering Committee is the bridge between strategy and operations, and is made up of university leadership. The Committee has the following responsibilities:

  • Decision making on new core CRM functionality
  • Data governance for the CRM including accessibility, strategy, security, and architecture
  • Fostering Stakeholder Collaboration through interdepartmental communication and coordination and ensure the CRM meets diverse needs without silos.
  • Driving user adoption and ensuring accountability
  • Make recommendations on the roadmap and project prioritization pertaining to the CRM.
  • Identify areas of new opportunity and continuous improvement

Steering committee membership includes:

  • Assistant VC for Strategic Advancement Operations
  • Associate VC for Student Academic Success and Registrar
  • Director of Marketing Strategy
  • Chief Innovation and Engagement Officer
  • Director for Center for Student Success
  • Chief Research Officer
  • Associate Provost for IPAR
  • Dean of the Graduate School
  • Dean of the College of Business
  • Dean of the College of Health, and Human Performance
  • Dean of the College of Engineering and Technology
  • Dean of the College of Nursing
  • IT Director – Enterprise Information Systems
  • Associate VC and Chief Information Officer
  • Associate Provost for Learner Operations
  • IT Director – Enterprise Data Services
  • Executive Director for Student Academic Success Services
  • Associate VC for Financial Services (future)
  • Accounting Manager for Foundations (future)
  • Associate VC & Deputy People Officer (future)
  • Associate VC, Operations and Athletic Business Affairs (future)
  • Salesforce Product Owner (future) (chair)

The Steering Committee also includes a technical subcommittee charged with developing and maintaining the architecture, integrations, data standards, Salesforce org strategy, and other technical components. The technical committee meets monthly, and membership includes:

  • IT Director Enterprise Information Systems
  • Director of Institutional Research
  • IT Director of Enterprise Data Services
  • Salesforce Admin(s)