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Msu Global Case Study
Msu Global Case Study
Msu Global Case Study
Msu Global Case Study
Msu Global Case Study
Msu Global Case Study
Msu Global Case Study
Msu Global Case Study
Msu Global Case Study
Msu Global Case Study
Msu Global Case Study
Msu Global Case Study
Msu Global Case Study
Msu Global Case Study
Msu Global Case Study
Msu Global Case Study
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Msu Global Case Study

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MSU Global approach and integration of web 2.0 to customer service, instructional design and marketing

MSU Global approach and integration of web 2.0 to customer service, instructional design and marketing

Published in: Business, Education
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  • Welcome to Sloan-c’s online workshop, Students as Customers. My name is Karen Vignare and I work for Michigan State University at MSU Global. My title is director of the customer experience
  • Transcript

    • 1. Developing Strategies to Leverage Web 2.0 for Student Services & Marketing May 7, 2008 Karen Vignare, Director, Customer Experience [email_address] © 2008, Vignare
    • 2. MSU Snapshot
      • Public Research University
      • 40,000 students
      • 4,500 faculty
      • 200 majors
      • 5,000 course sections per semester
      © 2008, Vignare
    • 3. MSU’s Online Distance Education
      • 13,000 enrollments
      • 29 degree and certificate programs
      • 100% online degrees
        • M.S. Education
        • B.S. Nursing
        • M.S. Youth Development
      • “ Blended” degrees
        • M.S. Nursing
        • M.S. Packaging
        • M.S. Food Safety
        • M.S./Ph.D. Physics
      © 2008, Vignare
    • 4. MSU Global Roles
      • Entrepreneurial unit within the Office of the Provost founded in 2000
      • Facilitate development of economically-viable online programs including non-credit
      • Identify market needs & Develop business plans
      • Develop cost-effective, scalable solutions
      • Pilot innovations
      • Run ventures (mini-businesses)
      © 2008, Vignare
    • 5. Customer Centric Design
      • Opportunity Analysis—what do customers need to learn material
      • Instructional Design
      • Production
      • Marketing
      • Customer Support
      • Evaluation and Improvement
      © 2008, Vignare
    • 6. Customer Experience Technology People & Places Processes
    • 7. Continuation of Personalization
      • CRM only starts the process
      • CRM must be constant as the search for getting to know our students better
      • Part of the search leads to better use of technology
      • Now on to Web 2.0
    • 8. Where Does Web 2.0 Fit?
      • Instruction
      • Marketing
      • Customer Service
      © 2008, Vignare
    • 9. Decision making process
      • Demographics and demand for Web 2.0 tools
      • Assess likelihood of use and importance to students
      • Cost benefit analysis
      © 2008, Vignare
    • 10. Best practice process
      • Try before you buy
        • In-staff testing, beta testing
        • Open source
      • Look for similar uses
      • Determine use cases and/or create persona
      • Consider ramifications within MSU—data security, precedence, or privacy issues
      • Pilot
      © 2008, Vignare
    • 11. Technologies Considered
      • Open Courseware (Instruction & Marketing)
      • Blogging (Instruction)
      • Community Building (Instruction & Marketing)
      • Customer Portals & Tracking
      © 2008, Vignare
    • 12. Technologies Considered
      • Open Courseware (Instruction & Marketing)
      • Blogging (Instruction)
      • Community Building (Instruction & Marketing)
      • Customer Portals & Tracking
      © 2008, Vignare
    • 13. Open Courseware © 2008, Vignare http://www.msuglobal.com/opencourseware/
    • 14. © 2008, Vignare My Horse University Open Courses
    • 15. Community Building http://foodsafetyknowledgenetwork.org/ © 2007, Vignare
    • 16. Customer Portals & Tracking
      • Only at concept stage
      • Plan to use CRM system to open to customers
      • Include a customer portal to allow tracking and managing of information.
      © 2008, Vignare

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