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Workshop May, 2009 George Steele gsteele@oln.org
System Wide Technology Approaches: Case Study -
Customer Relationship Management Systems (CRM) and other System Approaches
George Steelegsteele@oln.org
University of Southern MaineMay, 2009
Workshop May, 2009 George Steele gsteele@oln.org
Workshop May, 2009 George Steele gsteele@oln.org
ComparisonsEnterprise Level
• System• Can be costly• Involves detailed project
management for implementation
• Regardless of IT skills levels, training is usually necessary for all touching the system
Web 2.0• Tools• Limited costs or free• Roll out involves more out
of the box implementation• Those with adequate or
better IT skills need little training
Workshop May, 2009 George Steele gsteele@oln.org
Off the leash and out of the yard
Generation I
Generation II
Generation III
Generation IVWikis
BlogsIM
Ning
Images
Enterprise Systems Web 2.0
http://www.wcet.info/services/studentservices/ctss.asp
WCET CENTSS Categories of Institutions Web based -services
Workshop May, 2009 George Steele gsteele@oln.org
Recruit new students
CRM: Integrated Communications
Retain current students
Communicate with alumni and
internal and external
constituencies
Workshop May, 2009 George Steele gsteele@oln.org
CRM: Integrated Communications• Maintain individual
and group records for the following tools:– E-mail– Chat– Smart FAQs– Phone– Surveys– Web forms
• Use these interactions to create:– Records– Marketing campaigns– Reports on usage– Interact with other
systems
Workshop May, 2009 George Steele gsteele@oln.org
Some Tools Commonly found in CRMs
• Activity Management: Scheduling calls or mailings
• Tracking responses: individuals or groups • Knowledge Base: Smart FAQs• Generating reports: graphics & charts with
automatic distribution • Opportunity Management and Assessment:
Identifying trends in data • Range of Web tools: surveys, chat, e-mail, etc.
Workshop May, 2009 George Steele gsteele@oln.org
What to consider• Integration with SIS: need for data exchanges
for CRM sits outside of SIS• Deployment options: online, email or paper • Design control: Use of several templates for
controlling how your survey/ Web-pages appears
• Tracking: able to track individual responses across different tools
• Reporting: charts, graphics, filters & etc.
Workshop May, 2009 George Steele gsteele@oln.org
Examples of CRM Vendors• Hobsons: University of Cincinnati
• RightNow: Ohio Learning Network
• Intrafinity: Michigan State University Extension
• Azorus: (Washington) State Board of Community and Technical Colleges (SBCTC)
Workshop May, 2009 George Steele gsteele@oln.org
Other examples of System Solutions
Starfish® helps you identify at-risk students in real time based on their daily academic performance in your course management system and their interaction with instructors and advisors.
http://www.starfishsolutions.com/index.html
Workshop May, 2009 George Steele gsteele@oln.org
Goals, Planning = Success (GPS)• Developed by
MnSCU • Combines SIS and
DARS data together for planning
• Uses e-portfolio
http://www.gpslifeplan.org/
Workshop May, 2009 George Steele gsteele@oln.org
Issues and Resources• Found at:
http://nacadatechseminar.wetpaint.com/page/Day-to-day+tools
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