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JISC BCE: CRM4UNI
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JISC BCE: CRM4UNI

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A presentation given by Nyeche Nduka (Birckbeck, University of London) on their approach to CRM.

A presentation given by Nyeche Nduka (Birckbeck, University of London) on their approach to CRM.

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JISC BCE: CRM4UNI Presentation Transcript

  • 1. Birkbeck University of London www.bbk.ac.uk Birkbeck University of London www.bbk.ac.uk
  • 2.
    • What we learned from our old system
    • Where we want to go
    • Where are we now
  • 3. 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
      • 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.
  • 4. Outline look of our current system and the range of activities within BCE that we look to capture
  • 5. A look at where we want to be with a new system. Here the tool will be able to attribute numerical values to spend across different activities
  • 6. 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
  • 7.
    • http://docs.google.com/Doc?id=dg85q6dr_10gbnf5ngv [Best Practice Guide]
    • http://docs.google.com/Doc?docid=dg85q6dr_30dkjjcfc3&hl=en_GB [ Briefing Consultants]
    • http://www.sugarforge.org/docman/?group_id=633 [SugarForge – where all information is shared]