Participants’ perceptions into current BCE CRM and PRM picture i.e. how well people, processes and systems are integrated:
Critical Success Factors (CSFs), which are the must haves/sub-goals:
CSF1: Quality and governance
CSF2: What’s in it for me/Regional buy-in
CSF3: Appropriate collaboration and sharing
CSF4: Cost/benefit/value
CSF5: Output/visibility
CSF6: Process fit
CSF7: Supportive culture
CSF8: Customer definition/focus
Key Business Processes (KBPs), i.e. what needs to be done to support the CSFs:
KBP1: Manage customer journey
KBP2: Identify project scope
KBP3: Assess financial impact
KBP4: Maintain communication
KBP5: Identify/understand mutual benefits
KBP6: Evaluate continuously
KBP7: Specify governance
KBP8: Comply mandatory protocols
KBP9: Specify partners' roles/responsibilities
KBP10: Stimulate customers
KBP11: Undertake pilot
KBP12: Allocate resources
KBP13: Identify metrics
KBP14: Understand regional initiatives
KBP15: Develop a PRM strategy from collective intelligence
Using our ETCH (Electronic Tool for Consensus and Homing-in) Tool developed at Teesside University, a detailed evaluation was carried out re. CSFs and KBPs in order to determine the pivotal KBPs, which are shown below:
- Manage customer journey
- Maintain communication
- Stimulate customers
- Undertake pilot
- Develop a PRM strategy from collective intelligence.
In the coming weeks, we also need to carry out individual workshops with each partner institution. The aim of these workshops is to understand their relationships, markets, customers, systems in use, internal and external linkages, etc.
