Sharing good practice in Customer Relationship Management strategies and processes in HE

26 June 2007

10:00-16:00

Venue:: Coventry University Technology Park

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About

This event will provide participants with the opportunity to discuss needs, explore issues, and share and develop good practice relating to the use of Customer Relationship Management systems in Higher Education.

See presentations from the event

Audience: Those involved in the engagement of external business and community partners/customers for knowledge transfer and exchange, as well as those involved in IT strategy.

This event, funded by Jisc, will provide participants with the opportunity to discuss needs, explore issues, and share and develop good practice relating to the use of Customer Relationship Management (CRM) systems in Higher Education (HE).

Engagement between HE institutions and their external partners and clients is growing in both scope and richness, driven by the needs and opportunities of the knowledge economy. The focus is increasingly on knowledge transfer and exchange – whether to offer research-based or education based services, or a combination of the two. Knowledge transfer is becoming embedded in institutional strategies, supported by a growing third stream of funding. This engagement, the relationships, opportunities and intelligence that surround it, require systematic control as well as sustainable and effective processes and data management.

In May 2006, following discussion amongst members of the Association for University Research and Industry links (AURIL), <?xml:namespace prefix="st1"?>CoventryUniversity hosted an event (chaired by AURIL) to share experiences of CRM implementation within HE. It highlighted the fact that many participants were experiencing similar difficulties when implementing CRM within their institutions. Feedback from the event suggested a clear and imminent need for guidance on CRM and related issues within institutions.

This year’s follow-up event will lead to the development of a range of good practice materials, based on the day’s discussions and with input provided by participants drawn from within and outside the HE sector.

Programme

Time
Activity

10:00

Registration and refreshments (Technology Park Restaurant)

10:15

Welcome by chair: Richard Riley, Director, Contact Knowledge Exchange

10.20

Introduction:

Sarah Porter Head of Development, Jisc