Relationship Mangement: Challenges, Processes & Pitfalls

1,381 views
1,314 views

Published on

Published in: Education
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
1,381
On SlideShare
0
From Embeds
0
Number of Embeds
318
Actions
Shares
0
Downloads
9
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Relationship Mangement: Challenges, Processes & Pitfalls

  1. 1. Relationship Management in HEI & FE Institutions . Challenges Processes and Pitfalls Paul Hollins & Sharon Perry
  2. 2. Outline  Background  Context of CRM/SLRM and BCE  Processes  Models & Service design  Examples  Final words
  3. 3. Background
  4. 4. The challenge
  5. 5. Context  JISC Relationship Management Programme http://www.jisc.ac.uk/whatwedo/programmes/bce/r elationshipmanagement.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) 5
  6. 6. Level of Maturity on our sector...  Are you ?  Operational(peripheral), tactical or strategic in Your RM strategy  Sector approach is still immature.
  7. 7. 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? 7
  8. 8. 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! 8
  9. 9. Processes: Modelling  Model the current “as is” state  Communication tool  Only model as much as you need Don’t forget to stop 9
  10. 10. 10 http://partnerview.files.wordpress.com/2010/01/cont act-management-process-notes-map2.pdf
  11. 11. SLRM (Student Lifecycle Relationship Management) Projects  JISC Relationship Management Programme http://www.jisc.ac.uk/whatwedo/programmes/bce/r elationshipmanagement.aspx
  12. 12. Service design
  13. 13. Failpoints
  14. 14. Service improvements
  15. 15. 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! 24
  16. 16. 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! 25
  17. 17. 54 %
  18. 18. But that’s not the end
  19. 19. Conclusion
  20. 20. And finally…
  21. 21. Further Information  JISC CETIS Relationship Management http://jisc.cetis.ac.uk/support/relationship- management  Twitter tag #rminhe  Contact:  Paul Hollins, Pah1@Bolton.ac.uk  Sharon Perry, s.perry@bolton.ac.uk

×