Funded RM Projects 2011-2012: Strand 1

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This section has information about the Strand 1: Good Practice in CRM (Customer Relationship Management) project of the JISC Relationship Management Programme: Phase 2, which ran from 1st March 2011 to July 2012 and includes links to project blogs, websites, Twitter feeds, videos, and outputs, where available. This Strand 1 project was run jointly by two universities.

The other Strands of the Programme were:
 * Strand 2: Student progression, retention and non-completion (8 projects)
 * Strand 3: Alumni engagement (7 projects).

Strand 1: Good Practice in CRM (Customer Relationship Management)
A project to deliver a comprehensive online handbook of good practice in CRM processes for HE (Higher Education) and FE (Further Education). This project ran from 1st June 2011 to 31st July 2012.

University of Huddersfield with Teesside University
Start: 1st June 2011 End: 31st July 2012 Blog: Good Practice in CRM Blog Website: JISC CRM Good Practice Handbook Final Report: Online Handbook in CRM Good Practice (PDF Format, 638Kb)

Summary: The University of Huddersfield and Teesside University are working collaboratively to develop an Online Handbook in CRM Good Practice. The aim of the project is to develop a sustainable online handbook for both Higher Education (HE) and Further Education (FE) institutions. Both Universities have experience of working on previous JISC projects and bring extensive experience of Customer Relationship Management (CRM) to the project. The University of Huddersfield (UoH) was part of the JISC Business Process Improvement Project (JISC Grant Funding 05/09) that piloted the Self Analysis framework (HERMeS) which enabled the University to begin the CRM journey, which has continued along the self analysis route. Teesside University (TU) has recently implemented a project through the ‘Building Capacity’ stream which used tools already available through the JISC portal and further developed a toolkit for using Customer Relationship Management Systems to undertake marketing activity and engage a BCE audience. The toolkit is not guidance on how to use a CRM system but provides suggestions for new organisational structures and processes that may be required.

Image by lusi.

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