Roads? Where we’re going, we don’t need roads…

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Presentation transcript:

Roads? Where we’re going, we don’t need roads… Helen Simmonds Business Analyst, Plymouth University

Outline What does CRM mean for HE? How can Agile make for a better journey?

What is CRM?

What is CRM? “ …a strategy for managing all your company’s relationships and interactions with customers and potential customers. It helps you stay connected to them, streamline processes and improve your profitability. ”

What is CRM? “ More commonly, when people talk about CRM they are usually referring to a CRM system, a tool which helps with contact management, sales management, productivity and more. ” Salesforce (no date) What is CRM? Available at: http://www.salesforce.com/uk/crm/what-is-crm.jsp (Accessed: 16/05/2016).

CRM in practice Enquiries Marketing Sales Customer Service

What does CRM mean for HE? Enquiries Marketing Sales Customer Service What does CRM mean for HE? Enquiries Student Recruitment Admissions ?

What does CRM mean for HE? Enquiries Marketing Sales Customer Service What does CRM mean for HE? Enquiries Student Recruitment Admissions STUDENT JOURNEY

Why is CRM in HE different? Enquiries Marketing Sales Customer Service Accommodation Agency Enquiries Student Recruitment Admissions STUDENT JOURNEY

Why is CRM in HE different? Enquiries Marketing Sales Customer Service Accommodation Agency Enquiries Student Recruitment Admissions STUDENT JOURNEY Support Services

Why is CRM in HE different? Enquiries Marketing Sales Customer Service Accommodation Agency Enquiries Student Recruitment Admissions STUDENT JOURNEY Support Services Financial Services

Why is CRM in HE different? Enquiries Marketing Sales Customer Service Accommodation Agency Enquiries Student Recruitment Admissions STUDENT JOURNEY Support Services Financial Services Recruitment Agency

Why is CRM in HE different? Enquiries Marketing Sales Customer Service Accommodation Agency Enquiries Student Recruitment Admissions STUDENT JOURNEY Event Management Support Services Financial Services Recruitment Agency

“Roads? Where we’re going, we don’t need roads…” Rempel, C. (2011) Back To The Future – Synopsis, Reviews and Life Lessons (Part 1 of 3). Available at: https://rempelmasters.wordpress.com/2011/02/20/back-to-the-future-synopsis-reviews-and-life-lessons-part-1-of-3/ (Accessed: 16/05/2016).

Make or break… Big change is daunting Higher Education is always changing BUT Potential benefits are high!

Agile: make the quantum leap together

Agile in a nutshell Relies on close relationship with a member of the area you are working with – they are your living specification User stories, not a catalogue of requirements Iterative delivery in Sprints Ceremonies

What to tell Project Sponsors Agile does not mean anarchy Compatible with governance frameworks (e.g. Prince2) Agile works!

What to tell Project Sponsors Agile does not mean anarchy Compatible with governance frameworks (e.g. Prince2) Agile works! Regular product delivery: Start seeing benefit straight away Reduces risk

Benefits for business leads Far greater control of output Business value Flexible - can change priorities easily Transparency

What is an Agile team like? Does not fear failure Reflective Creative Self-led Gets things done

Seeding cultural change Model good behaviour – stand-ups, show and tells, retrospectives Inspire courage with a can-do attitude to problem-solving Involve your business contacts in your team’s day-to-day work with systems and data.

The benefits we didn’t plan for Cultural shift – analysis and evaluation Improved digital literacy Sharing datasets – data quality improvements Product Owner Group – conversation Improved relationships with IT services

5 Reasons to go Agile Agile gets people talking Agile is a game changer Agile gives your team space to be creative Agile reduces risk Agile delivers value from the outset

Thank you Helen Simmonds helen.simmonds@plymouth.ac.uk Clip art image by Cliparts.co [http://cliparts.co]