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JISC BCE: CRM4UNI

A presentation given by Nyeche Nduka (Birckbeck, University of London) on their approach to CRM.

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JISC BCE: CRM4UNI

  1. 1. Birkbeck University of London www.bbk.ac.uk Birkbeck University of London www.bbk.ac.uk
  2. 2. <ul><li>What we learned from our old system </li></ul><ul><li>Where we want to go </li></ul><ul><li>Where are we now </li></ul>
  3. 3. Why use Open Source? <ul><li>Because we are not corporations (not even SMEs) </li></ul><ul><ul><li>CRMs are NOT designed for Universities ( customise ) </li></ul></ul><ul><ul><li>We don’t have large budgets </li></ul></ul><ul><ul><li>We are not in it for short term gain (l’ing not training) </li></ul></ul><ul><ul><li>The product is always changing (are we competing?) </li></ul></ul><ul><ul><li>Sharing is the one thing we do better than .com’s ! </li></ul></ul><ul><li>.: analytics must inform community wide discussion of how best to deliver BCE provision. </li></ul>
  4. 4. Outline look of our current system and the range of activities within BCE that we look to capture
  5. 5. A look at where we want to be with a new system. Here the tool will be able to attribute numerical values to spend across different activities
  6. 6. The Pareto Chart (CRM Tool) <ul><li>Bespoke Quality Control Analytics Tools for Uni: </li></ul><ul><ul><li>Map customer & amount of money they spend with Uni </li></ul></ul><ul><ul><li>Pareto Principle: 80% of money is spent by 20% of customers </li></ul></ul><ul><ul><li>Enable mining of data for better understanding of customer </li></ul></ul><ul><li>.: analytics informs human discussion of BCE provision </li></ul>
  7. 7. <ul><li>http://docs.google.com/Doc?id=dg85q6dr_10gbnf5ngv [Best Practice Guide] </li></ul><ul><li>http://docs.google.com/Doc?docid=dg85q6dr_30dkjjcfc3&hl=en_GB [ Briefing Consultants] </li></ul><ul><li>http://www.sugarforge.org/docman/?group_id=633 [SugarForge – where all information is shared] </li></ul>

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