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CRM self evaluation framework

About this toolkit

Subject areas
Customer relationship management
Technology Platform
Conditions of use
Freely available from website
Date of original release
Date of last known update
Current status


Summary of stated purpose


The CRM self-evaluation framework aims to support HEIs in engaging with external organisations for their mutual benefit. It is aimed primarily at HEIs at the very early stages of CRM implementation; but useful too for those seeking to review and improve current CRM systems. It aims to assist staff from HEIs/ FEIs through some of the people, process and technology issues which underpin CRM implementation and Business and Community Engagement (BCE).


Output types



The outputs of the self-analysis framework (encompassing guides, insights, research and tools, including templates, checklists and worked examples) enable HEIs to understand and assess the following:


  • What is CRM?
  • The needs of HEIs and FEIs
  • Who are your customers?
  • Where are you now?
  • Are you ready for change?
  • Process mapping
  • Which CRM?


Supporting evidence


Developed by the University of Nottingham via funding from the JISC. This self-analysis framework has been produced as part of the recommendation that JISC produce tools to "enable institutions to map, assess, and enhance their approach to CRM across the institution, driven by their BCE strategy" (JISC Circular 03, 2008).


URL http://jisc.cetis.ac.uk/crm-tools/


CONTACT Email JISC CETIS or telephone +44(0)1204 903097