Customer Relationship Management Project Blog

And so I bid farewell....

kmoyse01 — Fri, 26 Feb 2010 13:56:00 GMT

And so I bid farewell to the JISC CRM project and to University of Wales, Newport. Well I actually finish up next Friday (and start my new job Monday) but I'll be mainly eating lunch and desk tidying on my last day so doubt I'll be in the mood to blog!

We have done loads in our project and I feel like I'm leaving it almost completed :). Lee will have to write the report and case study alone though!

We have learned a lot and know where we need to go next. I particularly found the helpfulness of all the companies we interviewed really encouraging. Maybe WAG and Westminster are right and business does want to work with HE afterall. LOL

Bye blog readers....whoever you are

Getting there

kmoyse01 — Fri, 15 Jan 2010 14:23:00 GMT

We were due to finish all our interviews for the project by the end of this week bu alas we've had 3 snow days here at University of Wales, Newport so we've had to cancel a few! But we should still be finished by the 1st week in February.

The first drafts of the policy and the protocols are now done so its a case of lots of fine tuning and drawing on all the information from the interviews and process maps.

Our VC have developed a stakeholder strategy so thats a bit of work done for us, NICE.

Kerry

All go....then STOP

ljenki01 — Wed, 06 Jan 2010 08:45:00 GMT

Happy New Year to everybody. I hope that you all had a good break over the Festive period.

Having arrived back from the Christmas break myself Monday, ready to restart work on the project, we started to clear some of the backlog of e-mails before a meeting to discuss CRM with a public sector organisation today that Kerry had scheduled for us. However, Mother Nature has conspired against us, and I am at home typing this entry as the University has been closed due to the snow.

The arrival of our new Deputy Vice Chancellor (DVC) in September has resulted with CRM moving high up the agenda within the University during December, and is now being driven at directorate level - which is great as far as developing the CRM Policy and Procedures are concerned as we now need to work on these this week ready for them to be discussed at various boards and forums. I have also presented the project to two sector group meetings hosted by the DVC, where the attendees (Deans of Schools and Departmental Directors etc) had the opportunity to ask questions. It enabled those in attendance who are involved with the Project (Kerry, Karen Turnbull - Project Director and me), along with the DVC to alleviate any concerns that were raised about CRM (which centred mostly around the 'ownership' of contacts). Giventhe increased pace at which CRM is now being driven I am concerned whether an effective change readiness evaluation will now be possible.

I am also planning to contact some of the other BCE Projects to see whether they have experienced such an increase in interest as their project has progressed, and whether they have similar finding to what we have so far.

Well must go now, my children have press-ganged me into their snowman building crew. Have fun in the snow, I will post again soon.

So near but yet so far..

kmoyse01 — Wed, 02 Dec 2009 09:39:00 GMT

Lee and I went up to Tredegar yesterday to meet with Community Univeristy of the Valleys to map their interactions. Its cold up in them Valleys! We had a useful meeting though not to mention a delicous "Greggs" on the way home.

We have almost finished our mapping now and our employer meetings. I've just got a couple left to schedule. Hoping to get these done when I return from a well deserved few days off in Cornwall.

CRM seems to be quite a hot topic here at University of Wales, Newport which is a good thing....means people are interested straight away!

Bye for now...

More Process Maps, Meetings and an Event

ljenki01 — Thu, 26 Nov 2009 14:23:00 GMT

Both Kerry and I have been busy the past few weeks. We have developed more process maps and also had meetings with a number of etxernal organisations. We are gaining some usefull insights that we aim to share at the appropriate time.

We took a day out from the project yesterday to attend the National Coordinating Centre for Public Engagement (NCCPE) Open House event at the watershed in Bristol. It was good to network with colleagues from other universities and research councils etc. The talks delivered by Manchester Beacon (Creating a Culture where Public Engagment is Valued) and Brighton CUPP (Working with Community Partners) were interesting and informative. Both of these projects provided some insight into some very novel ways of finding out what stakeholders require from university e.g. the VC of Manchester Met in Asda asking members of the general public who were shopping there, which provided us with some thoughts about how we engage with our customers to inform our CRM strategies and policies.

We also had an interesting discussion about who or what constitutes 'the Public' in Public Engagement - it was a question that was not resolved and raised further questions.

Mindmapping Part 2

ljenki01 — Fri, 06 Nov 2009 12:00:00 GMT

A further draft of the employer interactions Mandmap has been produced. There are likely to be further amendments required as further input is received. However, I thought I would share where we currently are with staff in Newport and the other JISC projects.

Lee

Its a swine, this CRM malarky

kmoyse01 — Tue, 20 Oct 2009 14:19:00 GMT

I had swine flu last week hence a slight lack of an update. Fully fit this week I have scheduled process mapping meeting with some of the academic schools and interviews with some of the organisations we are speaking to about CRM "best practise". We've also worked a little on our website.

Bye for now

Who do we talk to?

kmoyse01 — Fri, 09 Oct 2009 12:42:00 GMT

As part of our research we are speaking to lots of companies to find out who does CRM well so we can learn from them. We had a meeting today chatting through the list of organisation, big and small, near and far and also went through what we need to find out from them.

Next week we have the next project steering group so if we all arrange then it will be dicatphone to the ready and we can start the interviews!

Kerry

Changes

kmoyse01 — Mon, 05 Oct 2009 14:26:00 GMT

And so I'm back to work after a 10 days away in which I turned another year older, got married and went on honeymoon. Busy!

We are also really busy with the project this week and will be spending time updating the website and getting stuck into the process mapping.

More later in the week

Mindmapping

ljenki01 — Wed, 23 Sep 2009 15:04:00 GMT

I have started Mindmapping the various external employer organisations that interact with the University e.g. suppliers, customers etc, along with why (short courses, consultancy etc) and where (schools/departments) those interactions take place. This exercise was suggested at the Project Steering group last week. Once the Mindmap is as complete as I can make it, it will be disseminated to the group members to add to it and identify any links that I have not captured. It will be interesting to get an appreciation how many types of interactions exist across the University.

New blog site

kmoyse01 — Wed, 23 Sep 2009 13:11:00 GMT

We have moved our blog from blogspot to here. You can review the older blog post here: http://newportcrm.blogspot.com/

Salford Visit

Michael Webb — Fri, 18 Sep 2009 12:52:00 GMT

The visit to Salford yesterday proved very informative. Many thanks to Sandra for hosting us, and also to Lorna from Coventry for allowing us to pick her brains about matters that were both CRM and non-CRM related .

The discussions highlighted how far we have to go, but also reinforced that our thoughts to date have been along the right lines. We were also alerted to some of the obstacles we may have to tackle, and were pleased to hear that Salford had identified a variety of ways to resolved different and conflicting issues, which gave us some hope that perhaps we to can "understand that there is little difference between obstacle and opportunity" (Niccolo Machiavelli) and turn both to our advantage in order to take the project forward.Have a good weekend.

Lee