The Strategic CRM (Customer Relationship Management) project looks at implementing a new CRM system within the university to enhance and maintain a consistent and seamless student experience across various departments and interactions.
What does it mean for the UL community?
The key aims of the overall Customer Relationship Management (CRM) project are to:
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Replace the current use of multiple, mutually incompatible CRM (and other related bespoke) systems to unify the data with a single integrated CRM system for data management activities across the student lifecycle in UL1.
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Provide a single CRM platform for the management of the student lifecycle with an initial phase to focus on student recruitment and application management that integrates with the student records system once applicants have accepted a place on a UL programme of study.
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Provide a clear framework for “Digital 1st" customer relations across multiple stakeholders and divisions in UL.
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Deliver enhanced stakeholder (incl customer, prospect, student, staff, stakeholder, partner, etc) engagement and experience for university activities.
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Provide an institution-wide source of real-time data and insights (to allow calculation of return on investment (ROI), conversion rates, forecasting etc)
Status
This project is in the Define phase, status Green. The IT team are currently engaging with vendors and other universities to understand the capabilities of the systems and lessons learned in how they’ve been integrated successfully.
| Define | Plan | Execute | Ramp | Sustain |