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2010 Are They Students? Or Customers? Does it Matter?

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  • 1. ARE THEY STUDENTS? OR CUSTOMERS? DOES IT MATTER? Luc Comeau - WCET – November 2010
  • 2. Objective  To share our experience  To challenge you to consider taking control over the tools you need to succeed
  • 3. What is elearnnetwork.ca?
  • 4. Who We Are  Contact North/elearnnetwork.ca is Canada’s largest distance education and training network  112 local centres span the more than one million square kilometres that make up Ontario  The network collaborates closely with the 43 public Ontario colleges and universities, over 100 literacy organizations, and training providers
  • 5. Supporting students in their community How?
  • 6. How to track progress? Phase 1 (2008-09): Outsourced Lead-Tracking CRM Frustration is a common emotional response. Related to anger and disappointment, it arises from challenges in fulfilling personal goals. Wikipedia
  • 7. How to track progress? Phase II (2010): Building Internal Custom-Made CRM A challenge is a term referring to things that are imbued with a sense of difficulty and victory. Wikipedia
  • 8. Why?  ‘You get what you inspect, not what you expect’ Dan Akerson, new CEO of General Motors.  Insourcing: to maintain control of critical production or competencies Wikipedia
  • 9. Key Required Tools  Searchable online course and program portal to allow potential students to view their options  Customer Relationship Management (CRM) software to allow our support teams to effectively track and report on recruitment activities
  • 10. Ontario Online Learning Portal www.click4onlinelearning.ca
  • 11. Advanced Search Filters
  • 12. Portal Statistics Sector # of Programs # of Courses College 858 8,135 University 155 2,199 Secondary 2 1,724 Literacy 12 137 Other/Informal Learning 17 784 Total 1,044 12,979
  • 13. In-House CRM – Client Profile
  • 14. In-House CRM – Study Options
  • 15. In-House CRM – Reporting Results
  • 16. Lessons Learned  Insourcing  = greater control,  = ability to customize but...
  • 17. Lessons Learned  You need:  Programmers  Quality control  Great project management
  • 18. Lessons Learned  Scope creep is inevitable  Don’t let the weeds grow  Ditch the nice-to-have features requests  User testing allows you to stay on track…  …and to say no when you need to.
  • 19. Lessons Learned  Belief in what you are doing in terms of supporting customers/students/real people can help you get by when the going gets tough
  • 20. The Upside?  Even with a full-time project manager and a 3 person programming team… We still saved $$$ when compared with outsourcing
  • 21. Contact Us Luc Comeau Contact North/elearnnetwork.ca luc@elearnnetwork.ca www.contactnorth.ca www.elearnnetwork.ca www.click4onlinelearning.ca