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