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Supporting Faculty Development through Collaborative Teamwork and a CRM Tool
April 3, 2014 | A session at the ELI 2014 Online Spring Focus Session - Faculty Engagement and Development

Harvard University is rolling out a new undergraduate curriculum in general education. Staff from IT, the library, the teaching center, the writing center, museums and others have been asked to p…

Beyond CRM: SaaS slips into the mainstream
February 22, 2010

Businesses are taking the plunge into budget-friendly software-as-a-service offerings for everything from recruitment to central ERP. Businesses …

Whatever It Takes: Supporting Higher Education Executives 24 x 7 x 365
September 8, 2009

This ECAR research bulletin discusses the decision by the information technology organization at Indiana University (IU) to form an IT team dedicated to VIP support. It reviews the challenges of…

Beyond the Help Desk: Creating a Culture of Service in the IT Organization
August 25, 2009

This ECAR research bulletin describes strategies used by the IT organizations at the University of Massachusetts Boston and Dickinson University to develop a plan for improving the culture of ser…

Increasing IT Value for Customers: A Challenge for Higher Education
February 28, 2006

This research bulletin is the work of a strategic project team participating in the IT Leaders Program, a leadership development initiative facilitated by MOR Associates of Watertown, Massachuset…

Managing Student Relationships (CRM) to Drive Retention
January 1, 2004

DePaul University has developed insight into the benefits of customer relationship management (CRM) through the fastest and only implementation of PeopleSoft's CRM suite (online marketing and …

Relationship Management in Higher Education Information Technology
June 24, 2003

Relationship management is an integrated, holistic, enterprise-wide approach to providing information technology services and managing customer relationships over time. This research bulletin ana…

Managing Critical Customer Relationships in Higher Education: The Student for Life Vision
January 1, 2003

Educational institutions are experiencing a rapidly changing set of service expectations and must manage relationships with individuals who may belong to multiple constituencies. The Student for Li…

The Next-Generation Infrastructure
January 1, 2002

Higher education needs a next-generation infrastructure that will allow colleges and universities to be user-centered, to establish and maintain lifelong relationships with individuals, and to prov…

Managing Critical Customer Relationships in Higher Education
January 1, 2002

Educational institutions worldwide are undergoing fundamental shifts in how they operate and interact with their "customers": students, alumni, donors, faculty, and staff. Higher educatio…