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Ambition

Ambition. in Action. CRM (Client Relationship Management). What is CRM?. CRM is a term to describe the method that is used to manage customer relationships in an organised way. What is our current system?.

mari-jefferson
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Ambition

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  1. Ambition in Action

  2. CRM(Client Relationship Management)

  3. What is CRM? • CRM is a term to describe the method that is used to manage customer relationships in an organised way

  4. What is our current system? • Staff are currently using many methods for managing relationships with partners and commercial customers

  5. Why is Sydney Institute moving to CRM? • To centralise information on customers to provide a top level view of our relationships • To easily share and access information • To ensure that every staff member across the institute is using the same process • To provide a better level of service to customers and partners

  6. How did we start? • The Institute looked at the processes we currently use to manage customer information

  7. Then? • A project team including, college directors, ADEPs, head teachers and business representatives was formed to look closely at our processes

  8. What came next? • We looked at common names and terms so if somebody on one side of the institute says something…we know what it means

  9. What did we discover? That we needed a clearer understanding of • Who • What • When • How

  10. Then? • We developed flow charts so that everyone involved could clearly see their role and the role of others

  11. Then? • The Institute decided to pilot these processes and a CRM system has been chosen to assist this process

  12. What now? • CRM software is being customised to suit the needs of Sydney Institute

  13. What next? • The system will be trialled and tested before the pilot goes live in April next year

  14. What are the benefits for you? • Access to one source of information • Increased quality of data • Common language • A clearer understanding of “who” is responsible for “what” • Less time spent collating data for your manager

  15. When do I hear more about CRM? • Prior to the pilot going “live” further information will be available to you

  16. “Whist IT and Software Applications play a role in enabling CRM, it is ultimately the actions of people that will bring the best results”

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