What is the CRM Network HE?
We believe the most valuable part of CRM Network HE is that middle bit – NETWORKING.
Meeting other people who ‘just get you’, that you don’t have to explain GDPR, ALT-text, CX to and understand an email campaign concept created at 4:55pm might not be emailed by EOD.
So, our primary focus is on giving you more opportunities to meet, share and build up a list of CRM friends that you can call on in times of need. Whilst we’d love to put together lots of structured sessions, agendas, talks and presentations or in-person conferences, it been hard to get the numbers to make it financially viable. So, here’s what we offer:
- Every other month we will host a 45-minute Sharing Lunch, a lunchtime virtual networking session. There won’t be an agenda, just meet and share. We may posit a topic but we may also just check in.
- If you fancy hosting a “Sharing Lunch” on a topic/theme of your choice, please get in contact. We could use one of the events OR book a solus event just for you!
- We’re focussing on getting as many CRM professionals to join our WhatsApp Community and chat on that. This is your 24/7 helpline! Use it!
- We will expend whatever time we have to boost engagement on WhatsApp and scour the World Wide Web for more CRM types out there to join us.
The network committee.
Rupert Frankum – Vice Chair / Digital Experience & Platforms Manager, University Of Plymouth
Rupert Frankum is the Digital Experience & Platforms Manager at the University of Plymouth. He is responsible for a number of key strategic platforms across the institution including the Salesforce-CRM eco-system. Having initially delivered the Salesforce platform to the institution in 2015, he continues to drive its use across the institution. Other responsibilities include the University’s Mobile App, Microsoft Office365, Identity & Access Management, Zoom & Staff Digital Success.
Rupert is also an inaugural member of the EMEA Salesforce Higher Education Advisory Council and currently sits on the Leadership Team as well as being Vice-Chair of the CRM Network and co-lead of the Salesforce User Group.
Liz Smythe – Secretary / Head Of CRM, Aston University
With 20 years in Marketing (of which 18 of those were in Higher Education and 16 in CRM), I’ve gathered some experience along the way that comes in useful as Secretary on the CRM HE Network Committee. I’m currently at Aston University using Gecko and Microsoft Dynamics and before that I was at the University of Leicester using Azorus. In work, I love solving a good CRM problem, getting stuck into a spreadsheet and helping my colleagues get the best from the CRM system. Outside of work, I love solving a good Murdle, getting stuck into a good book and helping to run my local WI where I’m the President.
Mark Turner – Network Officer / CRM & Automation Solutions Architect, Falmouth University
I’m responsible for both of our university CRM systems, HubSpot and Gecko Engage and all the stuff that goes on around and between the two. My background is in integration, automation and business intelligence, having worked in the higher education, private and freelance sectors for over twenty years.
Outside of work, I’m a reluctant runner, martial-artist and programmer of retro computers.
Richard Harrison – Chair / Digital Platforms & Channels Manager, University Of Warwick
I’ve worked at the University of Warwick for over 20 years, and only ever used Azorus as the CRM system supporting student recruitment, marketing and conversation platform. So what do I really know about all the trials and tribulations of CRM in the wider sector? Who knows? But I am always happy to share ideas, innovations, worries, challenges and help our members network with each other. I am currently a Digital Platforms and Channels Manager working in central Marketing, so I also lose sleep over Unibuddy, Virtual Events, Live Chat, Digital Signage, Maps and anything geeky other than social media and the web. I’m an Excel nerd, a board game geek and a running bore.
Kate Jackson – Administration Officer / Director Of Marketing, Coventry University
Kate is a highly experienced leader in strategic marketing and brand management in the higher education sector, championing excellence in the customer journey to drive demand.Working at a senior level, currently at the Coventry University Group, she is responsible for marketing and content strategies and tactics to drive growth and bring the Group’s brands to life for its global audiences.Leading the charge in marketing operational excellence, Kate has a knack for creative problem-solving and a technical orientation. She has a background in leading multi-dimensional change programmes including digital transformation initiatives in marketing and customer relationship management.
Andy Ball – Network Officer / Head Of CRM, University For The Creative Arts, Farnham
I’ve worked in HE since 2008, joining (what was then) Hobsons (HE specific enrolment solutions) before crossing the floor to work for the University of Westminster, and most recently UCA where I implemented the TargetX/Salesforce solution.
I love the many hats I wear in my role: including project management, problem solving, creating impactful engagement streams, designing and building out solutions, and diving into the data. My CRM philosophy heavily leans on UX principles around evolving processes which make interactions more purposeful and enjoyable for both the end user and members of staff. Motivated by customer service and satisfaction, I think my dream job may well be to run a B&B one day!
Outside of CRM, I’m enjoying learning the banjo (clawhammer style), I’m a keen (but terrible) DIYer, and an avid runner and cyclist.
Susan Lightfoot – Communications Officer / CRM Manager, University Of Westminster
I’ve worked in HE marketing for over 20 years with the last 12 years in email marketing and CRM, mostly at the University of Brighton but now at the University of Westminster as CRM Manager. I now use Azorus but I’ve previously used Student CRM and lots of email service provider platforms like Dotdigital.
At work I’m motivated by combining marketing principles with CRM tech, data analytics and best practice of everything, and I’m a bit competitive so I love trying to improve a stat, as well as delving into solving complex issues.
Outside of work I like running (very slowly and not competitively), doing the occasional triathlon and walking my Norfolk Terrier cross, Enzo.