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.
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 :-(