1. Embedding CRM in HEIs Graham Hackney Kate Jackson Rupert Frankum
CRM Officer
University of Bath
Kate Jackson
CRM Manager
Nottingham Trent University
Rupert Frankum
Technical Project Manager
Plymouth University

2. Nottingham Trent University Plymouth University
University of Bath
Nottingham Trent University
Plymouth University
Initial implementation: 2016
CRM system: MS Dynamics CRM online.
Marketing automation tool: ClickDimensions
CRM lead: Central Marketing team.
Initial implementation: 2010
CRM system: Currently MS Dynamics CRM on premise. As of October will be MS Dynamics 365 online.
Marketing automation tool: Currently Salesforce Marketing Cloud will be ClickDimensions
CRM Lead: Central CRM team
Initial implementation:
CRM system: Salesforce – Enterprise Edition
Marketing automation tool: Currently implementing Salesforce Marketing Cloud
CRM lead: Each Business Area with IT

3. Questions
#H065

4. Agile Delivery & Minimum Viable Product (MVP)
In-house Training & Dedicated Team
Business Analysts & Digital Skills Developer
Operations Analyst
Deadlines
Smaller Initiatives & Improvements
Department Communications & Engagement via Product Owners
Multiple Streams of Work
System Ownership following Project Closure
Amount of Business Process Re-engineering
Pressures on the Sector
Pressures of the ‘Day Job’

5. Cross-institution approach to working
Kept to budget
Internal stakeholder engagement
Realised agreed objectives as expected
Internal Business Project Management
Internal technical project management
System ‘wobbles’
Development restrictions
Implications of staff turn-over

6. Big bang
Attempting utopia
Independent trainer
Consultants
Project team location
Under estimating impact of culture
Strategy and vision first
Tight scope
Multi disciplinary project team
Co-production with consultants
User engagement – purchasing and implementation
Requirements gathering / process re- engineering / common spine
User access and usage practice and policy

7. Questions?
#H065