FAQ

What is CRM?

CRM within higher education has many guises and the "C" is often understood as many types of relationship.  Traditionally, CRM stood for, "Customer Relationship Management" and was used to describe the processes and systems implemented within an organisation to manage the relationship between an organisation and its customers to the benefit of both parties.  The customer would receive better service and increased satisfaction and the organisation would benefit through greater customer retention and opportunity to up-sell or cross-sell.

Within higher education, the "C" is often read as "customer", "client", "collaborator" and "constituent" and each one has a slightly different meaning to the user.  For the purpose of this strategy, it has been selected that, for UWS, the broadest definition shall apply and that CRM is defined as, "Constituent Relationship Management" and a constituent is defined as any person or organisation, internal or external to the university that has reason to interact with the university.