1. Relationship Management
The Jisc or main title… Management infoKit
Presenter Relationship
Session Title or subtitle…
Jisc CETIS Conference 2013
16.40 – 17.20
Simon Whittemore
Programme Manager, Business and Community Engagement
Myles Danson, Programme Manager

2. Reputation Management?
“an ineffective relationship management system carries significant
reputational risks”. Sir Tim Wilson DL
 Who will be the most influential reputation brokers for universities in the
coming decade? Some suggestions......
 Paying students and their parents/families
 Wider society paying taxes towards publicly-funded research
 Alumni (who will be paying off student debts)
 External partners of universities
 So institutions need to manage these relationships carefully and ensure a
good partner/customer experience.......
Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013

3. Jisc investment in supporting
Relationship Management in HE and FE
(source Innoget:
JISC Open Innovation - Simon Whittemore CETIS Conference 2013

4. Jisc Relationship Management infoKit:
a Compendium of Good Practice
Authors:
Sharon Perry, Lou McGill
Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013

5. Jisc invested in Relationship Management
in HE/FE in order to.....
Help institutions identify and deliver increased value
for the institution itself and the customer/partner by:
 professionalised mgt of business-critical relationships
 cost savings, efficiency and process improvements
 an enterprise-wide approach to developing and maintaining
strategic relationships; better connectedness internally
 avoid purchasing costly /divisive systems prematurely
 identification of and support for „at risk‟ students to reduce non-
completion and improve student retention rates
 improved customer/partner experience through service design
 web-enabled alumni engagement which improves employability
Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013

6. Institutional Relationship Management Continuum
Diagram :
Lou McGill
Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013

7. CRM Good Practice Handbook
(Being developed into an infoKit)
Authors:
Kate Mitchell, Karen Race
Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013

8. Relationship Management - A Road to Value?
(NB Points below are components not linear sequence)
EFFECTIVE SERVICES - HIGH QUALITY CUSTOMER EXPERIENCE
Reporting &
Change
BUSINESS VALUE
PARTNER VALUE
Bus. Intell;
INSTITUTIONAL
Mgt
CUSTOMER/
Policy ...CRM
Enablers
...Improved
Data Sharing customer/
partner
Process Efficiency experience.
Service Design and Management
System interoperability
STRATEGY

9. Overview of the resource
 http://www.jiscinfonet.ac.uk/infokits/relationship-management/
(Or not – needs to finish by 16.50)
Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013

10. Practitioner Perspective
(16.50 – 17.00)
 Jean Mutton, University of Derby
Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013

11. Group Discussion (17.00 – 17.15)
What are the key issues for you?
 student progression / retention
 alumni engagement
 business and community partnerships
 Or another?
Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013

12. Report Back / Where Next (17.15 – 17.20)
 Feedback from Groups
 Webinar
 F2F event(s)
 RM-IN-HEFE@jiscmail.ac.uk
 http://www.jiscinfonet.ac.uk/infokits/relationship-management/
Jisc Relationship Management - Simon Whittemore & Myles Danson CETIS Conference 2013