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Developing The External Engagement Process In Higher Education Through Effective Change And Technology, Irene Sheridan, Colm Barry-Murphy, Heather Madden

Irish Business Journal

Engagement with external organisations and enterprises is increasingly part of the higher education mission and the contribution of universities to local and regional economic and social development remains an important, but difficult to evidence, metric for Higher Education Institutions (HEI). This paper explores the implementation of a Customer Relationship Management (CRM) system to support external engagement and to build business intelligence in one higher education institution in Ireland. Building on the findings of the Roadmap for Employment-Academic Partnership (REAP) project, through a structured process towards a professional case management approach to interactions this project focuses on the introduction of a …