1. Ambition in Action

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

3. Ambition in Action www.sit.nsw.edu.au What is CRM? /CRM is a term to describe the method that is used to manage customer relationships in an organised way

4. Ambition in Action www.sit.nsw.edu.au What is our current system? /Staff are currently using many methods for managing relationships with partners and commercial customers

5. Ambition in Action www.sit.nsw.edu.au 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

6. Ambition in Action www.sit.nsw.edu.au How did we start? /The Institute looked at the processes we currently use to manage customer information

7. Ambition in Action www.sit.nsw.edu.au Then? /A project team including, college directors, ADEPs, head teachers and business representatives was formed to look closely at our processes

8. Ambition in Action www.sit.nsw.edu.au 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

9. Ambition in Action www.sit.nsw.edu.au What did we discover? That we needed a clearer understanding of /Who /What /When /How

10. Ambition in Action www.sit.nsw.edu.au Then? /We developed flow charts so that everyone involved could clearly see their role and the role of others

11. Ambition in Action www.sit.nsw.edu.au Then? /The Institute decided to pilot these processes and a CRM system has been chosen to assist this process

12. Ambition in Action www.sit.nsw.edu.au What now? /CRM software is being customised to suit the needs of Sydney Institute

13. Ambition in Action www.sit.nsw.edu.au What next? /The system will be trialled and tested before the pilot goes live in April next year

14. Ambition in Action www.sit.nsw.edu.au 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

15. Ambition in Action www.sit.nsw.edu.au When do I hear more about CRM? /Prior to the pilot going “live” further information will be available to you

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