Ambition in Action. Ambition in Action www.sit.nsw.edu.au CRM (Client Relationship Management)

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Presentation transcript:

Ambition in Action

Ambition in Action CRM (Client Relationship Management)

Ambition in Action What is CRM? /CRM is a term to describe the method that is used to manage customer relationships in an organised way

Ambition in Action What is our current system? /Staff are currently using many methods for managing relationships with partners and commercial customers

Ambition in Action Why is Sydney Institute moving to CRM? /To centralise information on customers to provide a top level view of our relationships /To easily share and access information /To ensure that every staff member across the institute is using the same process /To provide a better level of service to customers and partners

Ambition in Action How did we start? /The Institute looked at the processes we currently use to manage customer information

Ambition in Action Then? /A project team including, college directors, ADEPs, head teachers and business representatives was formed to look closely at our processes

Ambition in Action What came next? /We looked at common names and terms so if somebody on one side of the institute says something…we know what it means

Ambition in Action What did we discover? That we needed a clearer understanding of /Who /What /When /How

Ambition in Action Then? /We developed flow charts so that everyone involved could clearly see their role and the role of others

Ambition in Action Then? /The Institute decided to pilot these processes and a CRM system has been chosen to assist this process

Ambition in Action What now? /CRM software is being customised to suit the needs of Sydney Institute

Ambition in Action What next? /The system will be trialled and tested before the pilot goes live in April next year

Ambition in Action What are the benefits for you? Access to one source of information Increased quality of data Common language A clearer understanding of “who” is responsible for “what” Less time spent collating data for your manager

Ambition in Action When do I hear more about CRM? /Prior to the pilot going “live” further information will be available to you

Ambition in Action “Whist IT and Software Applications play a role in enabling CRM, it is ultimately the actions of people that will bring the best results”