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.
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?
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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!
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9. Processes: Modelling
Model the current “as is” state
Communication tool
Only model as much as you need
Don’t forget to stop
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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!
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