Relationship management sw md cetis conf 2013 v3
- 1. Relationship Management The Jisc or main title Management infoKit Presenter Relationship Session Title or subtitle Jisc CETIS Conference 2013 16.40 17.20 Simon Whittemore Programme Manager, Business and Community Engagement Myles Danson, Programme Manager
- 2. Reputation Management? an ineffective relationship management system carries significant reputational risks. Sir Tim Wilson DL Who will be the most influential reputation brokers for universities in the coming decade? Some suggestions...... Paying students and their parents/families Wider society paying taxes towards publicly-funded research Alumni (who will be paying off student debts) External partners of universities So institutions need to manage these relationships carefully and ensure a good partner/customer experience....... Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013
- 3. Jisc investment in supporting Relationship Management in HE and FE (source Innoget: JISC Open Innovation - Simon Whittemore CETIS Conference 2013
- 4. Jisc Relationship Management infoKit: a Compendium of Good Practice Authors: Sharon Perry, Lou McGill Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013
- 5. Jisc invested in Relationship Management in HE/FE in order to..... Help institutions identify and deliver increased value for the institution itself and the customer/partner by: professionalised mgt of business-critical relationships cost savings, efficiency and process improvements an enterprise-wide approach to developing and maintaining strategic relationships; better connectedness internally avoid purchasing costly /divisive systems prematurely identification of and support for at risk students to reduce non- completion and improve student retention rates improved customer/partner experience through service design web-enabled alumni engagement which improves employability Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013
- 6. Institutional Relationship Management Continuum Diagram : Lou McGill Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013
- 7. CRM Good Practice Handbook (Being developed into an infoKit) Authors: Kate Mitchell, Karen Race Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013
- 8. Relationship Management - A Road to Value? (NB Points below are components not linear sequence) EFFECTIVE SERVICES - HIGH QUALITY CUSTOMER EXPERIENCE Reporting & Change BUSINESS VALUE PARTNER VALUE Bus. Intell; INSTITUTIONAL Mgt CUSTOMER/ Policy ...CRM Enablers ...Improved Data Sharing customer/ partner Process Efficiency experience. Service Design and Management System interoperability STRATEGY
- 9. Overview of the resource http://www.jiscinfonet.ac.uk/infokits/relationship-management/ (Or not needs to finish by 16.50) Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013
- 10. Practitioner Perspective (16.50 17.00) Jean Mutton, University of Derby Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013
- 11. Group Discussion (17.00 17.15) What are the key issues for you? student progression / retention alumni engagement business and community partnerships Or another? Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013
- 12. Report Back / Where Next (17.15 17.20) Feedback from Groups Webinar F2F event(s) RM-IN-HEFE@jiscmail.ac.uk http://www.jiscinfonet.ac.uk/infokits/relationship-management/ Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013