Relationship Management in

HEI & FE Institutions .

Challenges Processes and

Pitfalls Paul Hollins & Sharon Perry

Outline

Background

Context of CRM/SLRM and BCE

Processes

Models & Service design

Examples

Final words

Background

The challenge

5

Context

JISC Relationship Management Programme http://www.jisc.ac.uk/whatwedo/programmes/bce/relationshipmanagement.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)

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?

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!

9

Processes: Modelling

Model the current “as is” state

Communication tool

Only model as much as you need

Don’t forget to stop

10http://partnerview.files.wordpress.com/2010/01/cont

act-management-process-notes-map2.pdf

SLRM (Student Lifecycle Relationship Management) Projects

JISC Relationship Management Programme http://www.jisc.ac.uk/whatwedo/programmes/bce/relationshipmanagement.aspx

Service design

Failpoints

Service improvements

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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

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!

54

%

But that’s not the end

Conclusion

And finally…

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