shared innovation™ Delivering Success through the Customer Experience Ian Corns, Customer Experience Champion 13 th May 2009, Northumbria University
Talis Aspire - Delivering Success through the Customer Experience
Jan 14, 2015
A presentation on helping customers succeed in their implementation of Talis Aspire. Originally delivered at the Talis Aspire Day in Northumbria on the 13 May 2009
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shared innovation™
Delivering Success through the Customer Experience
Ian Corns, Customer Experience Champion
13th May 2009, Northumbria University
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What makes a product successfulfrom the customer’s perspective?
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Problems and goals
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…build an experience that enables the customer to succeed
By providing ‘features’ that address problems and goals…
http://n.b5z.net/i/u/10002946/i/bigstockphoto_Success_1632895.jpg
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You cannot succeed with just software
Project Management
DataConversion
Integration
Business ProcessAnalysis
Training andEducation
Marketing andDesign
Helpdesk
User Assistance
Documentation
Community
http://thebassguy.com/july07/cdstack2bw_w.jpg
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The customer experience…so far…
http://www.talis.com/aspire/
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Implementation Process
Project“WelcomeWebinar”
ProjectKick-Off
OrderReceived
DataConversion
AuthenticationVLE
IntegrationTenancy
ConfigurationBusiness &Operational
Implementation
“Live” &Launch
DualRunning
CommunityParticipation
LecturerEngagement
ServiceMarketing
Going Forward
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Project Welcome Webinar
• Who should attend?
• Introduce Project Wiki
• Introduce Pre-Implementation Questionnaire (PIQ)• Strategic• Technical• Practitioner• General
• Arrange Kick-Off
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Project Kick-Off
http://www.flickr.com/photos/jurvetson/2542450115/sizes/l/
• Review Pre-Implementation Questionnaire (PIQ)
• Agree:• Goals• Scope• Stakeholders• Tasks• Priorities and Sequence• Timescales
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Implementation: Data Conversion
• Analysis & Specification
• Conversion & Customer Review (Iterate)
• Final Conversion & Sign-Off
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Implementation: Data Conversion
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Implementation: Authentication
• Understanding your set-up
• Setup at Talis
• Setup at customer
• Optional: Integration with student registry
• Testing
• Sign-Off
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Implementation: VLE Integration
• Understanding what you want to do:• Now• Future
• Depending on scenario’s:• Talis-driven• Customer-driven• Community-driven
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Implementation: Tenancy Configuration
• Style/Branding
• URL Agreement
• Google Analytics
• Bookstore Integration
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Implementation: Business and Operational
• Marketing Strategy
• Feedback Channels
• Post-Implementation Strategy
• Support
• Training
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Going Forward, Sensible Steps
Project“WelcomeWebinar”
ProjectKick-Off
OrderReceived
DataConversion
AuthenticationVLE
IntegrationTenancy
ConfigurationBusiness &Operational
Implementation
“Live” & Launch
DualRunning
CommunityParticipation
LecturerEngagement
ServiceMarketing
Going Forward
http://www.flickr.com/photos/22815691@N06/2342368861/
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It’s a long road…
http://www.flickr.com/photos/johnson7/1436307602/sizes/o/
But it’s a straight road…
With not too many bumps…
And there’s light on the horizon…
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Conclusion
http://n.b5z.net/i/u/10002946/i/bigstockphoto_Success_1632895.jpg
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Questions
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