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A Critique of the JISC Self-Analysis Framework for CRM

A Critique of the JISC Self-Analysis Framework for CRM

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Published by Martin Hamilton
This report provides a critique of the theory underlying the JISC Self-Analysis Framework for Relationship Management. This relates to Customer Relationship Management technology in a Further and Higher Education context, and is informed by the results of the PIPaL project, a study conducted at Loughborough in 2009/2010 - see http://jiscpipal.wordpress.com.
This report provides a critique of the theory underlying the JISC Self-Analysis Framework for Relationship Management. This relates to Customer Relationship Management technology in a Further and Higher Education context, and is informed by the results of the PIPaL project, a study conducted at Loughborough in 2009/2010 - see http://jiscpipal.wordpress.com.

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Published by: Martin Hamilton on Jun 13, 2011
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11/16/2012

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A Critique of the JISCSelf-Analysis Frameworkfor Relationship Management
Martin Hamiltonhttp://martinh.net@martin_hamilton
Page 1 of 104 Loughborough University Business School
 
Table of Contents
TABLE OF CONTENTS ............................................................................ 2TABLE OF FIGURES ............................................................................... 4ACKNOWLEDGEMENTS ......................................................................... 81.1 Customer Relationship Management in FE/HE ................................ 111.2 JISC Self-Analysis Framework for Customer Relationship Management ......................................................................................................... 111.3 The Process Improvement Pilot at Loughborough (PIPaL) project .... 132. PROJECT AIM AND RESEARCH METHODOLOGY .................................. 142.1 Project Aim .................................................................................. 142.2 Summary of Research Methodology ............................................... 142.3 Incorporation of PIPaL Project Results ........................................... 142.4 Structure of This Report ................................................................ 152.5 Rationale for Report Structure ...................................................... 173. REVIEW: “WHAT IS CRM?” ............................................................... 183.1 From the JISC Framework .............................................................. 183.2 From the Literature ...................................................................... 214.1 From the JISC Framework .............................................................. 274.2 From the Literature ...................................................................... 295. REVIEW: “WHO ARE YOUR CUSTOMERS?........................................ 36
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5.1 From the JISC Framework .............................................................. 365.2 From the Literature ...................................................................... 39......................................................................................................... 405.3 SUMMARY .................................................................................... 416.1 From the JISC Framework ............................................................. 426.2 From the Literature ...................................................................... 477.1 From the JISC Framework .............................................................. 518.1 From the JISC Framework ............................................................. 60......................................................................................................... 61......................................................................................................... 628.2 From the Literature ...................................................................... 668.3 Summary ...................................................................................... 729. REVIEW: “WHICH CRM?” ................................................................. 739.1 From the JISC Framework .............................................................. 739.3 Summary ...................................................................................... 8410. CONCLUSIONS .............................................................................. 8511. RECOMMENDATIONS ..................................................................... 88APPENDIX – JISC SELF-ANALYSIS FRAMEWORK FOR CUSTOMERRELATIONSHIP MANAGEMENT ........................................................... 104
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