CRM Specific Resources

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CRM Studies (1 Link)  JISC Study of Customer Relationship Management Issues in UK Higher Education Institutions (PDF format, 1.6Mb) . Authors: Martin Hayward, Iain Nixon, Alistair Bowden, and Robert Bell, KSA Partnership Date: August 2007 This study, commissioned by JISC, examines the UK HE sector’s (and some examples from the FE sector) attitudes towards, and prevalence of, CRM usage – particularly in the context of its leverage to develop, maintain and enhance BCE relationships. It also identifies the issues that institutions face around CRM and the related strategic, customer-focus and information management challenges. 

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CRM Tools (1 Link)  CRM Self-Analysis Framework. Originally developed by the University of Nottingham, the Self-Analysis Framework includes guides, insights, research and tools to help educational institutions work through their approach to CRM. 

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