Friday, 20 November 2009

Project Update

Friday is definitely the best time to blog, especially as the last week was packed with events and experience!

Vicky and I had a very useful phone conversation with Philip Holifield and Ann Wardley from the UCLAN Partner View project. It was very interesting to find out about another approach to somewhat similar project and exchange opinions and ideas. We have picked up several interesting suggestions from the conversation and it was nice to speak with a ‘fellow’ project.

We have also hosted a CRM Networking Event for our colleagues this week. The event was a success! We had excellent attendance and interest to the event and all our guests were very open, positive and pro-active! The discussion regarding CRM was going so actively that the only thing that stopped us was the end of the time slot we booked the room for! We have already received a lot of positive feedback about the event and we are already planning the next one.

There was a lot of interesting discussion going on but we were particularly excited about 3 topics:

1) We have had a confirmation that one of the senior managers of the University is interested in implementing a successful CRM system;
2) A representative from the PR & Marketing department has volunteered to do some CRM promotion on our behalf;
3) We were offered some help in the development of a Customer Satisfaction Survey, which we are hoping to focus in the nearest future.

I will post an update once we have any more development in one of those areas.

Friday, 6 November 2009

User Requirement Survey

I don’t even know where to start – so many things to write about!

First of all – finally, ‘it’ is ready! It took us some time to identify what information we were hoping to get from our CRM User Requirement Survey and even more time to produce the questions matching our aims and objectives. Endless hours of deliberation produced 17 more or less balanced questions, which were piloted among a few of our colleagues. The feedback we collected was so useful that nearly all the questions were altered slightly, producing a final version of the survey. If you are interested, please follow the link below to see what the survey looks like. You can input data into the survey as this copy is specifically prepared for dissemination and will not affect our internal data collection.

We are going to launch the survey on the 18th of November, during our CRM Networking Event (formally known as CRM Workshop) that we are hosting for stakeholders. The preparation for the event is well on its way and we have managed to identify some new stakeholders, which is always very useful. The event has attracted a lot of attention and we already have more attendees than initially anticipated.

In addition, I am now attending a Staff Development course on SPSS which we are hoping to use for the analysis of the User Requirement Survey. SPSS seems to be quite complicated software, but still, even for basic statistical analysis, it seems to be much better than Excel.

Finally, we have just submitted the JISC RM Progress Report survey. Our main thought on this was that the survey was well constructed and helped us to reflect on some of our project activities. Especially challenging but interesting was the question about additional opportunities for CRM benefits.