Melbourne Business School (MBS) was founded in 1954 through the University of Melbourne, and its graduate degrees have been ranked in the Financial Times’ list of Top 100 Global MBAs since 2005. The school wanted to strategically align its brand positioning message, ‘Global. Business. Leaders.’, to every facet of its business. Its well intentioned but departmental approach to managing data on students (called ‘constituents’) hampered efforts to deliver services and develop relationships to a standard that was commensurate with its brand. In 2007 MBS began a comprehensive process of organisational change. It introduced a customer relationship management (CRM) system based on Microsoft Dynamics® CRM 4.0 and Microsoft® Office SharePoint® Server 2007. By introducing a common platform for data management and taking a life-cycle view of constituents, MBS improved communications with applicants, students, participants and alumni and projected a more professional image.
You can read or download the case study from the Microsoft Case Studies website.
I know this project well because I worked on it as a Content & Governance Consultant on the MBS Direct (i.e. web portal) side. It's good to see that the project has been written up really nicely.
MBS's CIO, Ric Lamont (who is quoted in the study) was one of my MBA classmates and a lot of credit goes to him and to Carl Joseph (Manager, Information Services) for pulling this off so succesfully.
(FYI: I read this case study when it was published last year but remembered today that I'd forgotten to link to it back then. If you're wondering why I remembered it now that's because it came up in my "melbourne business school" Google Alert this morning; presumably because its web page was tweaked or republished in a new format.)