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I am seeking information on effective CRM (Customer Relationship Management) systems that are being used in Higher Education.  Would colleagues be willing to share their experiences or is there an information resource that I could tap?

Thank you for your consideration.

Ty

 

Thomas (Ty) Brennan

AVP for Technology / CIO

Salve Regina University

Newport, RI 02840

 

401-341-3232

brennant@salve.edu

 

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

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Would be interested as well in this information …. ___________________________________ Charles Keeler Mitchell College Office of Information Technology Chief Technology Officer (860) 701-5254 From: Ty Brennan > Reply-To: EDUCAUSE Listserv > Date: Tue, 31 Jan 2012 11:58:31 -0500 To: EDUCAUSE Listserv > Subject: [CIO] CRM Systems in Higher Education I am seeking information on effective CRM (Customer Relationship Management) systems that are being used in Higher Education. Would colleagues be willing to share their experiences or is there an information resource that I could tap? Thank you for your consideration. Ty Thomas (Ty) Brennan AVP for Technology / CIO Salve Regina University Newport, RI 02840 401-341-3232 brennant@salve.edu ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/. IMPORTANT WARNING: The information in this message (and the documents attached to it, if any) is confidential and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken, or omitted to be taken, in reliance on it is prohibited and may be unlawful. If you have received this message in error, please delete all electronic copies of this message (and the documents attached to it, if any), destroy any hard copies you may have created and notify me immediately by replying to this email. Thank you. ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.
Albeit a year-and-one-half old now... OVUM published a report back in June of 2010 which is fully available on RightNow's website (RightNow is one of the CRM's focused in the report). http://www.rightnow.com/files/analyst-reports/RightNow-Selecting-a-CRM-V... Clark University is in the middle of a CRM implementation - we selected Slate by Technolutions - not even listed in this report. So far, we are very happy with the product and the services (SaaS licensing model). Best, Pennie Pennie S. Turgeon | Vice President for Information Technology and CIO Clark University | 950 Main Street | Worcester, MA | 01610-1477 Office: 508-421-3813 | fax: 508-793-8823 | e-mail: pturgeon@clarku.edu Please don't print this e-mail unless you really need to
Hi,
There are several vendors that respond to bids in the higher ed space.  Check with your ERP provider to see if there's a preferred integrated solution.  Hobsons, TargetX, EnrollmentX, and Talisma all are frequently referenced.  Banner has a new integrated platform with Banner Relationship Management.  All of the solutions seem to work pretty well, depending on your requirements for ERP integration, easy scheduled communications and expected integration with social media.

Theresa

Message from amanda.miller@myagilon.com

Agilon also provides a CRM System specifically for higher education.  We are not listed in the report that Pennie mentioned.
We typically compete directly with Blackbaud since we integrate CRM with our donor and alumni management system.


Amanda Miller
Marketing Manager
Agilon, LLC
3801 Beverly Road SW
Cedar Rapids, IA 52409-9299
https://www.MyAgilon.com/ccon/
(800) 480-9015 Ext. 0779


http://www.linkedin.com/in/amandamiller


From: "Ty Brennan" <brennant@SALVE.EDU>
To: CIO@LISTSERV.EDUCAUSE.EDU
Sent: Tuesday, January 31, 2012 10:58:31 AM
Subject: [CIO] CRM Systems in Higher Education

I am seeking information on effective CRM (Customer Relationship Management) systems that are being used in Higher Education.  Would colleagues be willing to share their experiences or is there an information resource that I could tap?

Thank you for your consideration.

Ty

 

Thomas (Ty) Brennan

AVP for Technology / CIO

Salve Regina University

Newport, RI 02840

 

401-341-3232

brennant@salve.edu

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Theresa makes an excellent point. It really depends on what your needs are. Many CRM solutions provide the same or similar functionality but you really need to consider  your specific current and projected future needs and desire for integration with other systems when looking at your options.

 

Lehigh University is a Banner school, and we have opted to implement the Banner Relationship Management (BRM) suite.

 

Happy to talk more offline if anyone is interested in that particular solution.

 

Regards,

Sherri

 

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

Sherri Yerk-Zwickl * Director of Project Management, Library & Technology Services * Lehigh University

 

Tel 610-758-4009 * shy2@lehigh.edu

 

From: The EDUCAUSE CIO Constituent Group Listserv [mailto:CIO@LISTSERV.EDUCAUSE.EDU] On Behalf Of Theresa Rowe
Sent: Tuesday, January 31, 2012 1:50 PM
To: CIO@LISTSERV.EDUCAUSE.EDU
Subject: Re: [CIO] CRM Systems in Higher Education

 

Hi,
There are several vendors that respond to bids in the higher ed space.  Check with your ERP provider to see if there's a preferred integrated solution.  Hobsons, TargetX, EnrollmentX, and Talisma all are frequently referenced.  Banner has a new integrated platform with Banner Relationship Management.  All of the solutions seem to work pretty well, depending on your requirements for ERP integration, easy scheduled communications and expected integration with social media.

Theresa


Athabasca University is piloting GreyMatter, a higher Ed CRM, to address the extensive CRM concerns for enhancing student experience and retention. With funding becoming limited, we must find other ways to ‘do more with less’ to reduce operating expenses by offering students a superior student experience with a tailored CRM solution.    For the most part, CRM vendors have specialized in the ‘pre-registration’ stage of the student life cycle which includes enrolment, recruitment, lead generation, campaign management and other functionalities related to conversion of a prospective student to a current student.  These offerings are technology rich and best of breed for features and functionality.  However, the true definition of a CRM system is one that enables an organization to have a comprehensive view of a customer throughout the life cycle. In the higher education scenario, this represents the goal of enhancing student experience and retention through the management of student data while the student attends the institution.  We, like most higher education institutions do not have this capability at this time making it a unique technology offering to this sector.

This sector has identified a strong and compelling need for a solution that takes a full life cycle view of students offered by Rethink55’s GreyMatter, by aggregating information from multiple on-campus data sources, streamlining the delivery of student services through cross departmental collaborative tools and optimizing student interactions through multiple channels such as phone, email, web chat and social media.

 

One of the key challenges is the build vs. buy decision for accessing student lifecycle management tools. A commercial off-the-shelf product, while often economical, poses inherent challenges associated with a limited feature set, integration to on-campus systems, flexibility, and, most importantly, becomes invasive due to the necessitated changes to institutional business processes. A custom built application, while feature rich and functionality rich, is not often economically viable and poses a maintenance and future readiness challenge. In both of the above scenarios, another critical checkpoint is often the on-premise vs. hosted decision, both of which present advantages and disadvantages for the institution. GreyMatter looks to address these technology challenges through a combination of flexible open-architecture that may be hosted or on-premise, providing a robust design of a fully customizable, self-configurable application suite built on an enterprise ready business applications engine with adapters available to integrate with most leading campus software systems.


 The high level design for GreyMatter NG is a complex, multi-layered stack based on the OSI model, allowing for a modular architecture that starts with the integration layer which gathers and publishes data from & to multiple campus software systems;  the data layer that contains restricted and public data;  the application layer that compresses the work flow manager, site access controller, knowledge base, service request system, & intranet collaboration portal.  Finally, the interaction layer streamlines interactions between an institution & its constituents through multiple channels such as phone, web, chat & social media.



Brian Stewart
Vice President, Information Technology
and Chief Information Officer

Athabasca University
1 University Drive
Athabasca, AB
T9S 3A3

Ph: 780 675-6112
Fax:780 675 6450
Cell: 780 952 6692

Skype: brianrs13

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