Transcript Document

The Processes and
Pitfalls to Adopting
CRM
Context
 JISC Relationship Management Programme
http://www.jisc.ac.uk/whatwedo/programmes/bce/r
elationshipmanagement.aspx
 July 2009-April 2010
 Two strands, plus SAS:
 CRM – 13 projects
 SLRM (Student Lifecycle Relationship
Management) – 7 projects
 JISC CETIS RMSAS (Relationship Management
Support, Analysis & Synthesis) Project
 BCE (Business & Community Engagement)
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Processes: Self Analysis Framework
 SAF (Self Analysis Framework)
http://jisc.cetis.ac.uk/crm-tools/
 Sections include:
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What is CRM?
The needs of HEIs and FECs
Who are your customers?
Where are you now?
Are you ready for change?
Process mapping
Which CRM?
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Processes: Information Gathering
 Various methods
 To:
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Find out how a process works
Find out who does what
Identify needs and BI requirements
Foster support
Warning: This will take much, much longer than
expected!
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Processes: Modelling
 Model the current “as is” state
 Communication tool
 Only model as much as you need
Don’t forget to stop
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http://partnerview.files.wordpress.com/2010/01/cont
act-management-process-notes-map2.pdf
Pitfalls: Key Challenges
 1: Buy-in
 Shared vision
 CRM strategy
 2: Cultural change
 Data sharing (big issue)
 Fears
 Understanding
Warning: The amount of buy-in may affect the
success of the CRM approach
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Pitfalls: Other Considerations
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Cleanliness of data
Staff training
Procedures and protocols
Access levels
Don’t fit the process around the system
One size doesn’t necessarily fit all
Suitability of current systems
 Keep up the momentum!
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Further Information
 Synthesis Report
 JISC CETIS Relationship Management
http://jisc.cetis.ac.uk/support/relationshipmanagement
 Twitter tag #rminhe
 Contact: Sharon Perry, [email protected]
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