2023 CRM accomplishments

[AnthonyRollins]

To promote the CRM to various audiences, we should put together a one-pager on CRM accomplishments in 2023.

Things to include

• Infrastructure for the account manager program
• New data quality pipeline to track GTFS outreach work
• Robust database of transit agencies and contacts at those transit agencies. Include several companies and contacts. ~300 transit agencies, ~1,000+ contacts
• Build out new dashboards for monthly metrics, yearly CRM metrics, and campaign pipelines.

Framework for One-pager

• Overview: History of the CRM, started in 2022, implementation of workflow and metrics in 2023
• Database improvements: Created new properties to track info on transit agencies. All agencies have at least one contact. Contact/Company database has accurate, up-to-date info
• Outreach campaigns: Payments pipeline, still going. Created new ways to share this info every week. Built new pipelines: Connectivity, GRaaS, ODS, and GTFS Data Quality.
• Conference attendance: Tracked all interactions while tabling. Created new processes for following up with customers. Data was imported from all conferences, CalACT and CTA.
• Metrics and Reporting: Built new dashboards and started tracking metrics around the CRM interactions.
• New outreach efforts: Created a feedback survey and built new ways for transit agencies to champion Cal-ITP services.

[AnthonyRollins]

@ProvvidenzaC Here are some initial ideas on the one-pager on CRM facts.

[AnthonyRollins]

CRM in review sent over for review by Gillian and others.