LJMU 2608 - Agreement for CRM Implementation and Support Partner

Liverpool John Moores University (LJMU) is seeking to appoint an experienced CRM Implementation Partner to support the design, configuration, implementation, integration, adoption and ongoing optimisation of a university-wide Customer Relationship Management (CRM) solution.

The selected partner will be expected to:

• Review and validate LJMU's current CRM requirements and target operating model.
• Support the implementation of Microsoft Dynamics 365 CRM and associated Microsoft Power Platform capabilities.
• Design, configure and deploy CRM functionality to support student recruitment, applicant engagement, conversion, communications and stakeholder relationship management.
• Integrate the CRM platform with relevant University systems, including Student Records, Marketing, Finance, Identity Management and reporting platforms where required.
• Develop data migration, data quality and governance approaches.
• Deliver user training, knowledge transfer and adoption support.
• Provide implementation governance, project management and technical assurance throughout the programme.
• Support the establishment of a sustainable support and operating model for LJMU.

The anticipated programme will commence in January 2027 following contract award, with implementation activities expected to begin in Q1 2027.

Consequently, the University is seeking a partner to assist us with the migration and implementation to Dynamics 365.

LJMU is also seeking to modernise and enhance its student, applicant, alumni and stakeholder engagement capabilities through the use of omnichannel communications and artificial intelligence. As part of the proposed solution, suppliers should consider how Microsoft Dynamics 365 and the wider Microsoft ecosystem can support communications through channels such as WhatsApp, alongside email, SMS and other digital services. The University is keen to explore the use of Microsoft AI technologies, including Copilot and AI-powered automation, to improve user experiences, operational efficiency, service delivery and data-driven decision-making.