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ARE THEY STUDENTS?
OR CUSTOMERS?
DOES IT MATTER?
Luc Comeau - WCET – November 2010
Objective
 To share our experience
 To challenge you to consider taking control
over the tools you need to succeed
What is elearnnetwork.ca?
Who We Are
 Contact North/elearnnetwork.ca is Canada’s
largest distance education and training
network
 112 local centre...
Supporting students in their
community
How?
How to track progress?
Phase 1 (2008-09): Outsourced Lead-Tracking
CRM
Frustration is a common emotional response.
Related...
How to track progress?
Phase II (2010): Building Internal Custom-Made
CRM
A challenge is a term referring to things that a...
Why?
 ‘You get what you inspect, not what you
expect’
Dan Akerson, new CEO of General Motors.
 Insourcing: to maintain c...
Key Required Tools
 Searchable online course and program portal
to allow potential students to view their options
 Custo...
Ontario Online Learning Portal
www.click4onlinelearning.ca
Advanced Search Filters
Portal Statistics
Sector # of Programs # of Courses
College 858 8,135
University 155 2,199
Secondary 2 1,724
Literacy 12 1...
In-House CRM – Client Profile
In-House CRM – Study Options
In-House CRM – Reporting
Results
Lessons Learned
 Insourcing
 = greater control,
 = ability to customize but...
Lessons Learned
 You need:
 Programmers
 Quality control
 Great project management
Lessons Learned
 Scope creep is inevitable
 Don’t let the weeds grow
 Ditch the nice-to-have features requests
 User t...
Lessons Learned
 Belief in what you are doing in terms of
supporting customers/students/real people can
help you get by w...
The Upside?
 Even with a full-time project manager and a 3
person programming team…
We still saved $$$ when
compared wit...
Contact Us
Luc Comeau
Contact North/elearnnetwork.ca
luc@elearnnetwork.ca
www.contactnorth.ca
www.elearnnetwork.ca
www.cli...
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2010 Are They Students? Or Customers? Does it Matter?

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Transcript of "2010 Are They Students? Or Customers? Does it Matter?"

  1. 1. ARE THEY STUDENTS? OR CUSTOMERS? DOES IT MATTER? Luc Comeau - WCET – November 2010
  2. 2. Objective  To share our experience  To challenge you to consider taking control over the tools you need to succeed
  3. 3. What is elearnnetwork.ca?
  4. 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. 5. Supporting students in their community How?
  6. 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. 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. 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. 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. 10. Ontario Online Learning Portal www.click4onlinelearning.ca
  11. 11. Advanced Search Filters
  12. 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. 13. In-House CRM – Client Profile
  14. 14. In-House CRM – Study Options
  15. 15. In-House CRM – Reporting Results
  16. 16. Lessons Learned  Insourcing  = greater control,  = ability to customize but...
  17. 17. Lessons Learned  You need:  Programmers  Quality control  Great project management
  18. 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. 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. 20. The Upside?  Even with a full-time project manager and a 3 person programming team… We still saved $$$ when compared with outsourcing
  21. 21. Contact Us Luc Comeau Contact North/elearnnetwork.ca luc@elearnnetwork.ca www.contactnorth.ca www.elearnnetwork.ca www.click4onlinelearning.ca

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