relationship mangement: challenges, processes & pitfalls
TRANSCRIPT
Relationship Management in
HEI & FE Institutions .
Challenges Processes and
Pitfalls Paul Hollins & Sharon Perry
Outline
Background
Context of CRM/SLRM and BCE
Processes
Models & Service design
Examples
Final words
Background
The challenge
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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)
Level of Maturity on our sector...
Are you ?
Operational(peripheral), tactical or strategic in Your RM strategy
Sector approach is still immature.
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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
10http://partnerview.files.wordpress.com/2010/01/cont
act-management-process-notes-map2.pdf
SLRM (Student Lifecycle Relationship Management) Projects
JISC Relationship Management Programme http://www.jisc.ac.uk/whatwedo/programmes/bce/relationshipmanagement.aspx
Service design
Failpoints
Service improvements
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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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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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%
But that’s not the end
Conclusion
And finally…
Further Information
JISC CETIS Relationship Management http://jisc.cetis.ac.uk/support/relationship-management
Twitter tag #rminhe
Contact:
Paul Hollins, [email protected]
Sharon Perry, [email protected]