The Processes and Pitfalls to Adopting CRM

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The Processes and Pitfalls to Adopting CRM
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Context

• JISC Relationship Management Programme
  http//www.jisc.ac.uk/whatwedo/programmes/bce/rela
  tionshipmanagement.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)

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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?

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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!
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Processes Modelling

• Model the current as is state
• Communication tool
• Only model as much as you need

Dont forget to stop
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http//partnerview.files.wordpress.com/2010/01/con
tact-management-process-notes-map2.pdf
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Pitfalls Key Challenges

• 1 Buy-in
• Shared vision
• CRM strategy
• 2 Cultural change
• Data sharing (big issue)
• Fears
• Understanding

Warning The amount of buy-in may affect the
success of the CRM approach
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Pitfalls Other Considerations

• Cleanliness of data
• Staff training
• Procedures and protocols
• Access levels
• Dont fit the process around the system
• One size doesnt necessarily fit all
• Suitability of current systems
• Keep up the momentum!

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Further Information

• Synthesis Report
• JISC CETIS Relationship Management
  http//jisc.cetis.ac.uk/support/relationship-manag
  ement
• Twitter tag rminhe
• Contact Sharon Perry, s.perry_at_bolton.ac.uk