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:
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:
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
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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