RMSAS

Back to RM Resources: Analysis and Synthesis.



This page contains resources arising from the JISC CETIS RMSAS (Relationship Management Support, Analysis and Synthesis) project.

Synthesis (2 Links)  Managing Your Customers. Author: JISC Date: January 2012. This briefing paper picks up some of the findings from the first phase of the JISC Relationship Management Programme and references some of the work being done in the current (second) phase of the Programme. It covers CRM (Customer Relationship Management), SLRM (Student Lifecycle Relationship Management) with a little bit on service design. It's aimed at senior management teams and heads of external relations, marketing, enterprise, alumni relations, student recruitment, admissions and services. 

Relationship Management in UK Higher and Further Education – An Overview, PDF Format (3.64Mb). Authors: Sharon Perry, Lisa Corley, and Paul Hollins - JISC CETIS Date: November 2011. This document is a synthesis of the findings from the JISC Relationship Management Programme, which ran from July 2009 to April 2010. The Programme was divided into two strands:
 * BCE CRM (Business and Community Engagement Customer Relationship Management), which aimed to improve business processes and to pilot and extend the BCE CRM SAF (Self-Analysis Framework) . Twelve universities and one FE (Further Education) college used the SAF to examine factors affecting the people and processes that could affect the implementation or uptake of CRM (both as an approach and as a technology).
 * SLRM (Student Lifecycle Relationship Management), which focussed on improving the student experience by putting the student at the heart of the process. Six universities and one FE college trialled service design techniques at different stages of the student lifecycle in order to identify areas for improvement.

Whilst the two strands can be viewed as focusing on two different types of institutional stakeholder – external business contacts in the case of the BCE CRM strand and students in the SLRM strand – many of the issues regarding the way in which the relationship is managed by the institution are similar. This overview will highlight the main issues identified by the projects as well as provide solutions or recommendations, where available.

Image by nkzs.

End of RMSAS: Back to Top of Page