The Processes and Pitfalls to Adopting

CRM

2

Context

JISC Relationship Management Programme http://www.jisc.ac.uk/whatwedo/programmes/bce/relationshipmanagement.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)

3

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?

4

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!

5

Processes: Modelling

Model the current “as is” state Communication tool Only model as much as you need

Don’t forget to stop

6http://partnerview.files.wordpress.com/2010/01/contact-management-process-notes-map2.pdf

7

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

8

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!

9

Further Information

Synthesis Report

JISC CETIS Relationship Management http://jisc.cetis.ac.uk/support/relationship-management

Twitter tag #rminhe

Contact: Sharon Perry, s.perry@bolton.ac.uk