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Corporate CRM System - The Teesside Experience
- 1. Corporate CRM System The Teesside Experience Karen Race 13 May 2010
- 14. Activities
- 17. Campaign
- 20. Engagement and training approach
Notas del editor
- Update where we are now and future plans You may not all have to enter contacts and orgs into the system but will need to know how easy it is You need to know all of the information held in the system in order to inform your decisions about how your schools will use it More importantly for you to get the information out
- Project Board, Cliff, Laura and Paul L and an external from the company who customised the system Made decisions about how the system will be used. Two primary uses. Commercial activity, largely where the employer pays – occasionally they don’t pay for enterprise activities, may be subsidised or a loos leader to bring in larger work. WfD where the employer is the primary customer – so closed recruitment Open recruitment – single employer is not the primary customer, not student placements Scope sits with other systems – one true record. Not a financial system, not a student record system, not a student recruitment or alumni system – about organisations we have a relationship with. In special cases record individuals – GBU and DC Fellows. Scope includes Monitoring ERDF and Single Programme contract outputs, which are largely businesses although individuals also recorded
- First two will be mandated in due course International office Schools and colleges liaison Careers Service Student services another instance of dynamics to manage case work
- Transparent and open system – some flexibility to hide sensitive information but the point of it is for others to see contacts and activity It is in the customer's interest for us to: Communicate effectively internally Manage our delivery well and keep them informed Give them access to whole University Keep them up to date with other products and services System has come into its own in the management of cross department projects – UTEL, Finance and delivery team in school Mass communication - never been able to do. To date we have piloted this functionality with about half a dozen campaigns – still some work to do Already reaping the benefits of reporting – good business practice to be able to produce stats about where the business is and where it might be PECR and DP. Recent audit of processes – which comply. Holding an individuals info brings responsibilities – tell them and what it will be used for, keep it updated secure and give them the opportunity to unsubscribe
- Software loaded onto everyone’s PC Need co operation of your ICT support. Schools systems people need to be on board. Config checking Policy about promotion of emails – configuration is very important
- Database of organisations Linked to these are contacts Enq leads and projects Activities can be recorded against any of these – emails, appts, tasks Marketing – group into marketing lists – fairly stable – it is the campaigns that change Paper detailing functionality included in pack – a good introduction
- Putting the Customer First Status – Contact dormant, just made contact, may be included in marketing campaigns Interested in – positive enquiry Lead – project in planning Project – delivery imminent or in progress, feedback Project teams and access rights Walk through an example interested in – do one?
- Putting the Customer First How can we make sure the charter is fulfilled?
- Plan and manage activities eg number of communications for one event
- 3 ways of getting info out Search
- PCF processes to manage enquiries and emphasise feedback Mass communication facility with the opportunity to log all communications with a contact and to evaluate campaigns
- Database of organisations Linked to these are contacts Enq leads and projects Activities can be recorded against any of these – emails, appts, tasks Marketing – group into marketing lists – fairly stable – it is the campaigns that change Paper detailing functionality included in pack – a good introduction
- Concerns about misuse of data – number of policies These issues are raised at the introductory training and this is why this training is essential for all licence holders.