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Presented at EDUCAUSE Annual Conferences; Strategic Planning, IT; and Customer Service

Recent library resources tagged with Presented at EDUCAUSE Annual Conferences; Strategic Planning, IT; and Customer Service.

Relationship Management: Stronger Partnerships to Inform IT Planning
Added by the EDUCAUSE Librarian
Title:Relationship Management: Stronger Partnerships to Inform IT Planning (ID: EDU07249)
Author(s):Steven Winig (MIT), Nan McKenna (Stanford University), and Michael Ferdinando (Cornell University)
Origin:Presented at EDUCAUSE Annual Conferences (10/23/2007)
Type:Presentations/Speeches
Abstract:

Relationship management is a holistic approach to understanding customer IT needs that augments existing relationships between customers and IT service teams. The goals are to position central IT to understand customer priorities and to inform operational and strategic planning. This panel discussion will offer three institutions' approaches and the successes and challenges they face.

View this resource:
http://www.educause.edu/ir/library/powerpoint/EDU07249A.ppsRelationship Management: Handouts
http://www.educause.edu/ir/library/multimedia/EDU07249B.movVideo- Account Management at Cornell
http://web.mit.edu/ist/org/rmRelationship Management
[Off site]
http://connect.educause.edu/blog/kellywalker/e07podcastrelationsh/45681Session Podcast
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Listening to the Client: Connecting IT and the Academy
Added by the EDUCAUSE Librarian
Title:Listening to the Client: Connecting IT and the Academy (ID: EDU05132)
Author(s):Greg Anderson (University of Chicago), William Clebsch (Stanford University), and Brian McDonald
Origin:Presented at EDUCAUSE Annual Conferences (10/19/2005)
Type:Presentations/Speeches
Abstract:IT services are evolving toward higher levels of connection with the academy. To validate progress and contribute to strategic planning, MIT and Stanford completed collaborative client satisfaction surveys. The results and analysis exploded "myths" of what mattered, created new campus dialogue, and reset strategy. We will present the survey, the process, and specific tactical and strategic actions.
View this resource:
http://www.morassociates.com/educause_oct_05.html[Off site]
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A Customer-Oriented Approach to IT Decision Making
Added by the EDUCAUSE Librarian
Title:A Customer-Oriented Approach to IT Decision Making (ID: EDU03131)
Author(s):Todd D. Kelley (duplicate) (Southwestern University)
Origin:Presented at EDUCAUSE Annual Conferences (2003)
Type:Presentations/Speeches
Abstract:The University of the South has developed a customer life-cycle approach to strategic decision making for technology. This method is straightforward, inexpensive, and effective. The presentation will describe how to employ this technique, how to apply it to strategic decision making, and how to use it to help obtain funding.
View this resource:
http://www.educause.edu/ir/library/ra/EDU03131.ram
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