What problem are we trying to solve? How can we utilise the little time we have to

effectively engage the business community?– Universities have minimal time/budget for BCE.– Small teams are not able to act comprehensively in

their market analysis nor market delivery (SME).– CRMs if used effectively can represent market.– Data within CRM should be able to tell us where we

can target our BCE provision.

.: analytics of CRM data will focus BCE provision.

The Pareto Chart (CRM Tool) Bespoke Quality Control

Analytics Tools for Uni:– Map customer & amount of

money they spend with Uni– Pareto Principle: 80% of

money is spent by 20% of customers

– Enable mining of data for better understanding of customer

.: analytics informs human discussion of BCE provision

20%30%

40%50%

100%

10%

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90%

80%

SugarCRM

SugarCRM

Why use Open Source?Because we are not corporations (not even SMEs)– CRMs are NOT designed for Universities (customise)– We don’t have large budgets (OSS is FREE!!! kinda)– We are not in it for short term gain (l’ing not training)– The product is always changing (are we competing?)– Sharing is the one thing we do better than .com’s !

.: analytics must inform community wide discussion of how best to deliver BCE provision.

It’s about the humans, not the machinesHow do we begin creating a community that can!• BCE/CRM Community Meeting Day Jan 2009!– Have a play with SugarCRM day– Play with Pareto Chart Tool (CRM4UNI)– Discuss best practice for analytics interpretation– Brainstorm BCE custom course provision– Discuss future analytics tools (7 quality control tools)

.: Google: “CRM4UNI”