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Creating and measuring impact through customer relationship management and master data

Author

Listed:
  • Krannila, Ville

    (Head of CRM and Analytics, Aalto University, Advancement and Corporate Engagement, Finland)

  • Lahti, Katja

    (Senior Communications Specialist, Aalto University, Innovation Ecosystem Services, Finland)

Abstract

Aalto University has gradually, over a six-year timespan, implemented a ‘one CRM’ policy which integrates not only alumni and donors, but also partner companies, externally funded research projects, start-ups emerging from the innovation ecosystem and customers of campus services into a single customer relationship management (CRM) system. While results have been encouraging, this has not taken place without various sets of challenges. What is the impact of all this on processes, analytics, decision making, communications and mindset? In this paper, the writers will share their hands-on experience of how this has unfolded.

Suggested Citation

  • Krannila, Ville & Lahti, Katja, 2024. "Creating and measuring impact through customer relationship management and master data," Journal of Education Advancement & Marketing, Henry Stewart Publications, vol. 8(4), pages 355-370, March.
    • Handle: RePEc:aza:jeam00:y:2024:v:8:i:4:p:355-370
    as

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    More about this item

    Keywords

    customer relationship management; impact; partnerships; master data; change management; segmentation;
    All these keywords.

    JEL classification:

    • M3 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising

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