Relationship Management: Enhancing the Student Experience

Professionalising customer and partner relationships for efficiency gains
Facilitators: Paul Hollins, Myles Danson, Simon Whittemore, Jean Mutton

‘In the coming years the UK higher and further education sectors will continue to adapt to momentous changes in their markets, growing influence of web technologies and rapidly evolving regulatory environment. In this context, the relationships they have with their students, alumni or business partners and communities will become a defining feature of sustainable success’. (Sir Tim Wilson)

This session will introduce a new Jisc resource on Relationship Management, derived from four years of experience, at both sector and institutional level. This rich resource illustrates how partnership management can be supported strategically and operationally through institutional infrastructure, innovative technologies and improved communication. The session will be interactive and will explore common barriers and constraints from delegates’ perspectives, and highlight good practices based on genuine institutional experiences, such as professional service design, that help avoid these pitfalls. By adopting such practices, institutions can improve their student retention and employability, the engagement and support of their alumni, and the benefits from external partnerships.