This post summarises some work that I have been doing to follow up PIPaL, our recent JISC project looking into Customer Relationship Management. PIPaL applied the JISC Self-Analysis Framework for CRM to our initial investigation of the potential for an institutional CRM facility. In this post I will pick up on areas where I felt that the Self-Analysis Framework could be improved or further developed. Some passing familiarity with the Framework (or an interpreter!) is advisable.

For the research supporting these conclusions please see my Critique of the JISC Self-Analysis Framework for CRM document on scribd.com. As development begins on the JISC Online CRM Handbook I hope this material will be timely. I'm afraid that the references are largely hidden behind academic publishers' paywalls, though :-(