Ambitio n in Action
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Ambitionin Action
Ambition in Action
www.sit.nsw.edu.au
CRM(Client Relationship Management)
Ambition in Action
www.sit.nsw.edu.au
What is CRM?
/ CRM is a term to describe the method that is used to manage customer relationships in an organised way
Ambition in Action
www.sit.nsw.edu.au
What is our current system?
/ Staff are currently using many methods for managing relationships with partners and commercial customers
Ambition in Action
www.sit.nsw.edu.au
Why is Sydney Institute moving to CRM?
/ To centralise information on customers to provide a top level view of our relationships
/ To easily share and access information
/ To ensure that every staff member across the institute is using the same process
/ To provide a better level of service to customers and partners
Ambition in Action
www.sit.nsw.edu.au
How did we start?
/ The Institute looked at the processes we currently use to manage customer information
Ambition in Action
www.sit.nsw.edu.au
Then?
/ A project team including, college directors, ADEPs, head teachers and business representatives was formed to look closely at our processes
Ambition in Action
www.sit.nsw.edu.au
What came next?/ We looked at common names and terms so if somebody on one side of the institute says something…we know what it means
Ambition in Action
www.sit.nsw.edu.au
What did we discover?
That we needed a clearer understanding of
/ Who/ What/ When/ How
Ambition in Action
www.sit.nsw.edu.au
Then?
/ We developed flow charts so that everyone involved could clearly see their role and the role of others
Ambition in Action
www.sit.nsw.edu.au
Then?
/ The Institute decided to pilot these processes and a CRM system has been chosen to assist this process
Ambition in Action
www.sit.nsw.edu.au
What now?/ CRM software is being customised to suit the needs of Sydney Institute
Ambition in Action
www.sit.nsw.edu.au
What next?
/ The system will be trialled and tested before the pilot goes live in April next year
Ambition in Action
www.sit.nsw.edu.au
What are the benefits for you?Access to one source of information Increased quality of dataCommon languageA clearer understanding of “who” is responsible for “what”Less time spent collating data for your manager
Ambition in Action
www.sit.nsw.edu.au
When do I hear more about CRM?
/ Prior to the pilot going “live” further information will be available to you
Ambition in Action
www.sit.nsw.edu.au
“Whist IT and Software Applications play a role in enabling CRM, it is ultimately the actions of people that will bring the best results”
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