I am sharing an update on one of the Strategic Plan deliverables I’m co-leading, which falls under our commitment to building globally relevant connections and the initiative for open and representative community. I am delighted to provide this first update to the BCIT community on the Customer Relationship Management (CRM) deliverable.
Under the joint executive sponsorship of Roy Hart, Lisa Collins, Jennifer Figner, and Lara Johnson, we have committed to leveraging existing and emergent technologies to enhance the student experience and create meaningful relationships across the BCIT community. As we craft our approach to CRM, we recognize both the importance and the magnitude of this project for internal and external stakeholders. While the focus of the first phase will be on prospective students and strengthening our recruitment activities, the development of the CRM strategy and vision will consider the overall student journey. Our future CRM will facilitate student recruitment by helping us understand and respond to prospective students’ needs. Strengthening student access and entrance is one of our three priorities under BCIT’s Strategic Enrolment Management Plan.
To date, we have completed environmental scans with multiple post-secondary institutions and gathered input from internal stakeholders to better understand what is possible with a strong CRM. Thank you to those that have participated in these preliminary engagement sessions. If you’ve missed these sessions or would like to watch them again, you can access them here. Thank you to Hoby Chou, Senior Systems Analyst, and Adrienne Tiltman, Project Coordinator for their support.
We will now develop a roadmap for a multi-year implementation program, with student recruitment as the first area of focus. We expect to complete the selection and onboarding of a CRM consultant within the next month. The consultant will support BCIT to develop our multi-phase roadmap, and a CRM vision and strategy. We will also gather business requirements and evaluate vendor solutions. Our next milestone will be the issue of requests for proposals for the CRM solution(s), by March 31, 2022.
This is an exciting project and I’m looking forward to sharing more information with you as we move forward with CRM implementation.
Thank you,
Associate Director, SEM Implementation
Commitment: Globally relevant connections
Initiative: Open and representative community
Deliverable: Strengthened engagement processes, including first phase of Customer Relationship Management (CRM)
Deliverable lead: Bacel Younan, Associate Director, SEM Implementation