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The Processes and Pitfalls to Adopting CRM

The Processes and Pitfalls to Adopting CRM. 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

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The Processes and Pitfalls to Adopting CRM

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  1. 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

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

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