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Abstract

Engagement with external organisations and enterprises is increasingly part of the higher education mission and the contribution of universities to local and regional economic and social development remains an important, but difficult to evidence, metric for Higher Education Institutions (HEI). This paper explores the implementation of a Customer Relationship Management (CRM) system to support external engagement and to build business intelligence in one higher education institution in Ireland. Building on the findings of the Roadmap for Employment-Academic Partnership (REAP) project, through a structured process towards a professional case management approach to interactions this project focuses on the introduction of a CRM system in Cork Institute of Technology (CIT) as a supporting and reporting mechanism which allows the collation of information on current and previous interactions with external organisations. When in place, the system will provide the HEI with a full overview of the current interactions at any point in time with an external organisation as well as providing valuable information to the strategic planning process. The work reported on in this paper and the work of the REAP project generally, was supported by the Higher Education Authority (HEA) under the Strategic Innovation Fund (SIF).

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