This document discusses relationship management in higher education institutions and further education colleges. It provides context on the JISC Relationship Management Programme and outlines some of the key processes involved, including using a Self Analysis Framework to assess an institution's current approach and needs. It also discusses challenges like ensuring clean data and ongoing staff training. Examples of specific relationship management projects are presented, along with potential pitfalls to avoid. The document emphasizes that relationship management requires an ongoing, strategic approach.

1. Relationship Management in
HEI & FE Institutions .
Challenges Processes and
Pitfalls
Paul Hollins & Sharon Perry

2. Outline
 Background
 Context of CRM/SLRM and BCE
 Processes
 Models & Service design
 Examples
 Final words

3. Background

4. The challenge

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. Level of Maturity on our
sector...
 Are you ?
 Operational(peripheral), tactical or strategic
in Your RM strategy
 Sector approach is still immature.

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. 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. 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
http://partnerview.files.wordpress.com/2010/01/cont
act-management-process-notes-map2.pdf

14. SLRM (Student Lifecycle Relationship
Management) Projects
 JISC Relationship Management Programme
http://www.jisc.ac.uk/whatwedo/programmes/bce/r
elationshipmanagement.aspx

15. Service design

18. Failpoints

21. Service improvements

24. 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!
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25. 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

26. 54
%

29. But that’s not the end

31. Conclusion

33. And finally…

35. 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