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April 29 2004

University of the Pacific
Minutes, April 29, 2004
Taylor Conference Room
 

Call to Order: 3:08

Present: Brodnick, Cavanaugh, Chi, Gilbertson, Hoverstad, King, Meer, Olson, Perro, Richmond, Spreer

Not Present: Ensign, Hanyak, Jacobson, Jones, Miller, Sina

Guests: Joe Brennan, John Carvana, William Cohen, Michelle Dominiak, Larry Frederick, Ed Garrick, Paul Glassman, Mary Lou Lackey, Tom Rajala

Minutes: Minutes of the April 15 meeting were not reviewed in order to allot all time to the CRM presentation.

Standing Reports:

Current Agenda Items:

CRM Enterprise, Peter Penfield, CISCO  Systems

Penfield presented an overview of how Customer Relationship Management (CRM) works and how it will benefit the University. The purpose of CRM is a mutual benefit for all involved. It is a modeling tool for:

  1. Customer - helps to learn more about the individual.
  • Getting Customer
  • Keeping Customer
  • Growing customer

    2.   Relationship - change in behavior. Customer feels important.

Penfield gave four steps to CRM:

  1. Identify
  2. Differentiate
  3. Interact
  4. Customize

Benefits of CRM:

  • Allure top students.
  • Less need to discount.
  • Higher recruiting.
  • Increase student satisfaction.
  • Better collaboration across Institution.

Penfield said that typically an institution can be set up within a month. It's all up to the institution as to the length of time it takes. Initially, the institution must have goals and strategies in place and must include the following:

  • PMO - Person to manage office.
  • Two knowledgeable workers - create business cases and write quality documentation.
  • Subject matter experts from higher education.

In conclusion, Gilbertson asked the group for comments.

Carvana mentioned that he would like to move forward with this.

Cohen agreed and felt the need to share within the University.

Brodnick also agreed and felt it would be most efficient to include all areas.

Gilbertson gave two reasons to move toward the CRM:

  1. Concept of personalized interaction.
  2. Many units are poised for this interaction. CRM has the broadest appeal.

Glassman felt the need to address all three campuses.

Next meeting: May 20, 2004

Meeting adjourned at 4:49