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EDUCAUSE Library Items for Customer Service

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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…
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 …
Compartments, Customers, or Convergence?: January 1, 2007

© 2007 Gregory A. Jackson EDUCAUSE Review, vol. 42, no. 3 (May/June 2007): 35–49 Compartments, Customers, or Convergence? Evolving Challenges to IT Progress Gregory A. Jackson …
On Taking Our Own Medicine: January 1, 2005

© 2005 Jack McCredie EDUCAUSE Review, vol. 40, no. 6 (November/December 2005): 120–21. On Taking Our Own Medicine Jack McCredie Jack McCredie is Associate Vice Chancello…
The Enterprise Compass: January 1, 2005

Good Ideas The Enterprise Compass A four-directional guide to reaching goals and focusing achievement can help an IT department tackle change successfully and reach performance excellence …
The ERP Dilemma: "Plain Vanilla" Versus Customer Satisfaction: January 1, 2003

Customization of an ERP implementation can interfere with schedules and budgets, yet it makes users happier. Customization of an ERP implementation can…
The Freedom of "Yes" - A personal View of Service: January 1, 2002

When it comes to IT assistance, a staff member's attitude makes a big difference in how customers perceive the service provided. When it comes to …
Improving Service Quality with Benchmarks: January 1, 2001

The author suggests ways IT departments can measure and improve their service to users, by using internal benchmarks. The author suggests ways IT depar…

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