NEED to attract keep and grow our customers in the face of severe budgetary restrictions.
ACHIEVE our Vision to be Provider of choice for information services learning support
6 NT QLD WA SA NSW VIC www.gu.edu.au/ Griffith University TAS 7 GRIFFITH UNIVERSITY 5 Campuses 27000 students 16 overseas INS 5 Campuses 6 sites 400 staff 8 STARTING THE JOURNEY Account Managers Product Managers 9 OLD ASSUMPTIONS DIE HARD
We know whats best for our customers
Not everyone wants vanilla flavour
That we deliver the right product at the right time
Needs vary across learning lifetime
Different customers bring different value
All customers are equal
10 11 Customer Relationship Cycle 11 OUTCOMES
Learning relationships - smarter over time Partnerships
Putting energy into high value customers
investing in working smarter not harder
Ability to know every time a customer touches INS
Loyal Customers lifelong customers
Achieve our vision To be provider of choice for information and learning support
12 CHOICESWill University libraries/information service divisions lead or be led Will Miss daisy be driving OR driven 11 Customer Relationship Management Customer-Driven Service 13 Griffith University Division of Information Services www.edu.au/ins/ Marilyn Beamish M.Beamish_at_mailbox.gu.edu.au Visit us soon
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