Embedding CRM in HEIs Graham Hackney Kate Jackson Rupert Frankum

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Presentation transcript:

Embedding CRM in HEIs Graham Hackney Kate Jackson Rupert Frankum CRM Officer University of Bath Kate Jackson CRM Manager Nottingham Trent University Rupert Frankum Technical Project Manager Plymouth University

Nottingham Trent University Plymouth University University of Bath Nottingham Trent University Plymouth University Initial implementation: 2016 CRM system: MS Dynamics CRM online. Marketing automation tool: ClickDimensions CRM lead: Central Marketing team. Initial implementation: 2010 CRM system: Currently MS Dynamics CRM on premise. As of October will be MS Dynamics 365 online. Marketing automation tool: Currently Salesforce Marketing Cloud will be ClickDimensions CRM Lead: Central CRM team Initial implementation: 1013 - 2016 CRM system: Salesforce – Enterprise Edition Marketing automation tool: Currently implementing Salesforce Marketing Cloud CRM lead: Each Business Area with IT

Questions www.slido.com #H065

Agile Delivery & Minimum Viable Product (MVP) In-house Training & Dedicated Team Business Analysts & Digital Skills Developer Operations Analyst Deadlines Smaller Initiatives & Improvements Department Communications & Engagement via Product Owners Multiple Streams of Work System Ownership following Project Closure Amount of Business Process Re-engineering Pressures on the Sector Pressures of the ‘Day Job’

Cross-institution approach to working Kept to budget Internal stakeholder engagement Realised agreed objectives as expected Internal Business Project Management Internal technical project management System ‘wobbles’ Development restrictions Implications of staff turn-over

Big bang Attempting utopia Independent trainer Consultants Project team location Under estimating impact of culture Strategy and vision first Tight scope Multi disciplinary project team Co-production with consultants User engagement – purchasing and implementation Requirements gathering / process re- engineering / common spine User access and usage practice and policy

Questions? www.slido.com #H065