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Relationship management sw md cetis conf 2013 v3
Relationship management sw md cetis conf 2013 v3
Relationship management sw md cetis conf 2013 v3
Relationship management sw md cetis conf 2013 v3
Relationship management sw md cetis conf 2013 v3
Relationship management sw md cetis conf 2013 v3
Relationship management sw md cetis conf 2013 v3
Relationship management sw md cetis conf 2013 v3
Relationship management sw md cetis conf 2013 v3
Relationship management sw md cetis conf 2013 v3
Relationship management sw md cetis conf 2013 v3
Relationship management sw md cetis conf 2013 v3
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Relationship management sw md cetis conf 2013 v3

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  • 1. Relationship ManagementThe Jisc or main title… Management infoKitPresenter Relationship Session Title or subtitle…Jisc CETIS Conference 201316.40 – 17.20Simon WhittemoreProgramme Manager, Business and Community EngagementMyles Danson, Programme Manager
  • 2. Reputation Management?“an ineffective relationship management system carries significant reputational risks”. Sir Tim Wilson DL Who will be the most influential reputation brokers for universities in the coming decade? Some suggestions......  Paying students and their parents/families  Wider society paying taxes towards publicly-funded research  Alumni (who will be paying off student debts)  External partners of universities So institutions need to manage these relationships carefully and ensure a good partner/customer experience....... Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013
  • 3. Jisc investment in supporting Relationship Management in HE and FE (source Innoget:JISC Open Innovation - Simon Whittemore CETIS Conference 2013
  • 4. Jisc Relationship Management infoKit: a Compendium of Good Practice Authors: Sharon Perry, Lou McGillJisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013
  • 5. Jisc invested in Relationship Management in HE/FE in order to.....Help institutions identify and deliver increased value for the institution itself and the customer/partner by:  professionalised mgt of business-critical relationships  cost savings, efficiency and process improvements  an enterprise-wide approach to developing and maintaining strategic relationships; better connectedness internally  avoid purchasing costly /divisive systems prematurely  identification of and support for „at risk‟ students to reduce non- completion and improve student retention rates  improved customer/partner experience through service design  web-enabled alumni engagement which improves employability Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013
  • 6. Institutional Relationship Management Continuum Diagram : Lou McGillJisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013
  • 7. CRM Good Practice Handbook (Being developed into an infoKit) Authors: Kate Mitchell, Karen RaceJisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013
  • 8. Relationship Management - A Road to Value? (NB Points below are components not linear sequence) EFFECTIVE SERVICES - HIGH QUALITY CUSTOMER EXPERIENCE Reporting & ChangeBUSINESS VALUE PARTNER VALUE Bus. Intell; INSTITUTIONAL Mgt CUSTOMER/ Policy ...CRM Enablers ...Improved Data Sharing customer/ partner Process Efficiency experience. Service Design and Management System interoperability STRATEGY
  • 9. Overview of the resource http://www.jiscinfonet.ac.uk/infokits/relationship-management/(Or not – needs to finish by 16.50) Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013
  • 10. Practitioner Perspective (16.50 – 17.00) Jean Mutton, University of Derby Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013
  • 11. Group Discussion (17.00 – 17.15)What are the key issues for you? student progression / retention alumni engagement business and community partnerships Or another? Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013
  • 12. Report Back / Where Next (17.15 – 17.20) Feedback from Groups Webinar F2F event(s) RM-IN-HEFE@jiscmail.ac.uk http://www.jiscinfonet.ac.uk/infokits/relationship-management/ Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013

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