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A Critique of the JISCSelf-Analysis Frameworkfor Relationship Management
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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A Critique of the JISC Self-Analysis Framework for CRM
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Sections
« prev | next »- Acknowledgements
- 1.1 Customer Relationship Management in FE/HE
- 1.3 The Process Improvement Pilot at Loughborough (PIPaL) project
- 2. Project Aim and Research Methodology
- 2.1 Project Aim
- 2.2 Summary of Research Methodology
- 2.3 Incorporation of PIPaL Project Results
- 2.4 Structure of This Report
- 2.5 Rationale for Report Structure
- 3. Review: “What is CRM?”
- 3.1 From the JISC Framework
- 3.2 From the Literature
- Figure 3 - Models of customer loyalty (Uncles et al, 2003)
- 4.1 From the JISC Framework
- 4.2 From the Literature
- Figure 9 - Potential data sources for KPIs (Kim et al, 2003)
- 5. Review: “Who are your customers?”
- 5.1 From the JISC Framework
- Figure 10 - Generic Value Map example (Donaghy, 2008)
- 5.2 From the Literature
- Figure 11 - Analytical uses of CRM (Xu and Walton, 2005)
- 5.3 Summary
- 6.1 From the JISC Framework
- Figure 12 - The CRM Continuum (Payne, 2006)
- Figure 13 - Institutional maturity (Heywood et al, 2007)
- 6.2 From the Literature
- Figure 20 - Potential benefits from CRM (Cap Gemini, 2005)
- Figure 21 - CRM benefits assessment model (Cap Gemini, 2005)
- Figure 22 - CRM benefits matrix (Cap Gemini, 2005)
- 7.1 From the JISC Framework
- Figure 24 - Change Management (InfoNet, 2006)
- Figure 29 - Types of Change (Ackerman, 1997)
- Figure 31 – The Zone of Complexity (Zimmerman, 2001)
- 8.1 From the JISC Framework
- Figure 37 - Annual report process map (Hamilton et al, 2010)
- Figure 38 - Major Gift team process map (Hamilton et al, 2010)
- 8.2 From the Literature
- Figure 41 - Google Group creation process
- Figure 42 - Sending Google Group invitations
- Figure 43 - Value Stream Map approach to process mapping
- 8.3 Summary
- 9. Review: “Which CRM?”
- 9.1 From the JISC Framework
- Figure 44 - 5 Steps to Successful Selection (InfoNet, 2006)
- 9.3 Summary
- 10. Conclusions
- 11. Recommendations
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