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EDUCAUSE Library Items for Customer Service

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Measuring User Satisfaction: Why It’s Important and How to Do It - Infographic: August 16, 2012

As institutions look to reduce or contain costs, CIOs, institutional leaders, and service managers are challenged to optimize service delivery based on costs, features, and quality. Evaluating se…
ECAR Research Tour: The Year in Review: March 19, 2013 | A session at the Midwest Regional Conference
Where does higher education stand in terms of analytics maturity, and what actions are needed to take it to the next level? How does your institution fare in providing students with the technologie…
Is Your IT Organization a Marketing One?: November 1, 2012

Key Takeaways IT may fear the "M" word, but embracing marketing can help make the IT department more approachable and understanding of its customers' needs. …
Service Blueprinting: Transforming the Student Experience: November 1, 2012

Mary Jo Bitner is Professor of Marketing, PetSmart Chair, and Executive Director of the Center for Services Leadership in the W. P. Carey School of Business, Arizona State University. Amy L. O…
Leading the Student Experience: Super-Convergence of Organisation, Structure and Business Processes: April 27, 2012

This group of case studies from the United Kingdom organization, Leadership Foundation for Higher Education, focuses on the UK higher education student experience. "The student experience …
Measuring User Satisfaction: Why It’s Important and How to Do It: August 2, 2012

Key Findings Institutional leaders, CIOs, and service managers are focused on service delivery. Understanding the user perspective is instrumental in making good decisions about service sou…
On Expectations and Metrics: June 6, 2012

Martin Klubeck is a Strategy and Planning Consultant in the Office of Information Technologies at the University of Notre Dame. Key Takeaways The concept of "expectations…
IT as a Game Changer: June 6, 2012

Diana G. Oblinger is President and CEO of EDUCAUSE. This article is adapted from a chapter in the recently published book by Diana G. Oblinger, ed., Game Changers: Education …
Chapter 3: IT as a Game Changer: May 2, 2012

A chapter from Game Changers Diana G. Oblinger Information technology can be a game changer in higher education, as it has been in other sectors. IT has brought about much of the ec…
The Rise of Big Data in Higher Education*: March 22, 2012

“Big data” is the fine-grained information about customer experiences, organizational processes, and emergent trends generated as customers conduct normal business. The organization of t…

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