CRM Handbook / Resources and Acronyms

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Resources and Acronyms

Page history last edited by Kate Mitchell 11 years, 8 months ago

Resources

 

CRM Study (2007) KSA Partnership Study of Customer Relationship Management (CRM) issues in UK Higher Education Institutions  JISC Final Report.

 

Self Analysis Framework  (2009) JISC CETIS, Relationship Management: Good Practice, Process Mapping and the CRM Self Analysis Framework, University of Nottingham. 

 

Embedding BCE (2009) JISC infoNet, Embedding Business and Community Engagement (BCE), main drivers, purposes, processes, perspectives and issues around BCE

 

Just Enough (2012) JISC CETIS, synsthesis of JISC relationship management programme

 

Wilson Review (2012) Sir Tim Wilson DL, Department for Business, Innovation and Skills

 

Growing The Future (2011) Univeristy Alliance

 

Beyond Bricks and Mortar Boards (2012) Institute for Public Policy Research, Katie Schmuecker and Will Cook

 

The Beacons Project (2012) National Co-ordinating Centre for Public Engagement

 

HEBCI Survey (annual) Higher Education in Business and Community Interaction survey


UCISA (Ongoing) Universities and Colleges Information Systems Association

 

Process Improvement (2003, updated 2011) JISC infoNet infokit

 

Process Mapping (2005) JISC infoNet Tools & Techniques

 

Service Design (2010) JISC CETIS, Service Design in Higher and Further Education, University of Derby

 

Change Management JISC infoNet infokit

 

Evaluation of the Higher Education Workforce Development programme (2011) Report to HEFCE by CFE and KSA

 

Funded Relationship Management (RM) Projects (2010) JISC CETIS, Case Studies and Final Reports from previous JISC funded RM projects

 

CRM Processes Report (2008) JISC and University of Nottingham, Self analysis Tools, Process Maps

 

Guardian Higher Education Network (2012) Eliza Anyangwe, Partnerships with the private sector

 

Acronyms 

 

FE - Further Education

HE - Higher Education

 

CRM - Customer/Contact Relationship Management

SLRM - Student Lifecyle Relationship Management

PRM - Partner Relationship Management

 

BCE - Business and Community Engagement

 

This is called many things across different institutions but for the purpose of this handbook, the acronym BCE will be used but this does cover the following service areas:

 

  • Business Development
  • Enterprise
  • Business Engagement
  • Academic Enterprise
  • Commercial Services 

 

REF - Research Excellence Framework 

 

ROI - Return on Investment. A performance measure used to evaluate the efficiency of an investment, the ratio of money gained or lost (whether realised or not) on the investment relative to the amount of money invested.
 
DPA - Data Protection Act

 

PECR - Privacy and Electronic Communications Regulations

 

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