Birkbeck University of London www.bbk.ac.uk Birkbeck University of London www.bbk.ac.uk

What we learned from our old system Where we want to go Where are we now

What we learned from our old system

Where we want to go

Where are we now

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.

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.

Outline look of our current system and the range of activities within BCE that we look to capture

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

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

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

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]

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]