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System Wide Technology Approaches: Case Study - Customer Relationship Management Systems (CRM)  and other System Approache...
 
Comparisons <ul><li>Enterprise Level </li></ul><ul><li>System </li></ul><ul><li>Can be costly </li></ul><ul><li>Involves d...
Off the leash and out of the yard <ul><li>Generation II </li></ul>Generation I Generation III Generation IV Wikis Blogs IM...
Recruit new students   CRM: Integrated Communications   Retain current  students  Communicate with alumni and  internal an...
CRM: Integrated Communications <ul><li>Maintain individual and group records for the following tools: </li></ul><ul><ul><l...
Some Tools Commonly found in CRMs <ul><li>Activity Management: Scheduling calls or mailings  </li></ul><ul><li>Tracking re...
What to consider <ul><li>Integration with SIS:  need for data exchanges for CRM sits outside of SIS </li></ul><ul><li>Depl...
Examples of CRM Vendors <ul><li>Hobsons :  University of Cincinnati </li></ul><ul><li>RightNow :  Ohio Learning Network </...
Other examples of System Solutions <ul><li>Starfish® helps you identify at-risk students in real time based on their daily...
Goals, Planning = Success (GPS) <ul><li>Developed by MnSCU  </li></ul><ul><li>Combines SIS and DARS data together for plan...
Issues and Resources <ul><li>Found at:  http://nacadatechseminar.wetpaint.com/page/Day-to-day+tools   </li></ul>
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System Wide Technology Approaches

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Transcript of "System Wide Technology Approaches"

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