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Cornell University

Cornell Experience Modernization Initiative

As common as possible, as different as necessary

Customer Relationship Management (CRM) System: Readiness Initiative

A Customer Relationship Management (CRM) system is like a sophisticated address book that helps organizations maintain meaningful connections with their communities. It enables personalized communications, tracks interactions, and ensures people receive information that matters most to them. Currently, Cornell uses multiple CRM systems across different units, resulting in fragmented communication and inconsistent experiences for our constituents.

By examining our current systems for potential consolidation, we can create more coordinated, effective relationships with our community members, partners, and stakeholders. This initiative aligns with CEMI’s broader goal of providing seamless, unified experiences across the university.

Approach

A university-wide team is evaluating current CRM platforms, including Slate and Salesforce, to understand:

  • How different units engage with their communities
  • Where we can streamline communications
  • How to maintain personalization while reducing system complexity

 

This work builds on Alumni Affairs and Development’s 2023 modernization initiative, which has evolved into the CEMI-Donor and Engagement Experience Project (DEEP). This expanded scope now includes stakeholders from Weill Cornell Medicine, the Lab of Ornithology, Ithaca, and Cornell Tech, reflecting CEMI’s commitment to university-wide solutions.

Next Steps

The formal request for proposal process for a new CRM system began in spring 2025. This careful planning ensures the university selects a solution that enhances both fundraising and engagement experiences across the university while supporting each unit’s unique needs.

As common as possible, as different as necessary

collage of two very similar sedans and a tractor

“As common as possible, as different as necessary” is the guiding principle to reflect the CEMI vision for administrative and financial systems across our campuses in Ithaca, New York City, and Doha. Common solutions will allow information to flow seamlessly among campuses, enabling everyone to easily get the answers they need. We’ll maintain unique solutions only where truly necessary.

Shaped by the Cornell Community: Get Involved

Contribute your skills and experience to CEMI (“See Me”). Community members know the current processes and systems best—and what it’s going to take to change how we do things. Please submit the form for your campus to be added to the contributors list and receive quarterly updates:

 

Veterinary Medicine student writes on a whiteboard

Visit the Program Teams page to meet more of the Cornell community members shaping the CEMI program.