Many people equate Customer Relationship Management (CRM) software with the hard-nosed world of sales and marketing. However, setting up and maintaining an on-going relationship between people within an organisation and externally is something that we all need to do, whether we’re public or private sector.
I was recently commissioned by Oxford University’s open source advisory service (OSS Watch) to produce a piece about their experience of introducing a CRM package into their daily work. They are a non-profit service working in the education sector and the word ‘sales’ is pretty much anathema to them. So their experience of using CRM was not straightforward and they were not afraid to say so. The piece has lots of lessons learned for those considering a similar undertaking in the public sector.
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