Talis Aspire - Delivering Success through the Customer Experience

shared innovation™

Delivering Success through the Customer Experience

Ian Corns, Customer Experience Champion

13th May 2009, Northumbria University


What makes a product successfulfrom the customer’s perspective?


Problems and goals


…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


You cannot succeed with just software

Project Management

DataConversion

Integration

Business ProcessAnalysis

Training andEducation

Marketing andDesign

Helpdesk

User Assistance

Documentation

Community

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The customer experience…so far…

http://www.talis.com/aspire/


Implementation Process

Project“WelcomeWebinar”

ProjectKick-Off

OrderReceived

DataConversion

AuthenticationVLE

IntegrationTenancy

ConfigurationBusiness &Operational

Implementation

“Live” &Launch

DualRunning

CommunityParticipation

LecturerEngagement

ServiceMarketing

Going Forward


Project Welcome Webinar

• Who should attend?

• Introduce Project Wiki

• Introduce Pre-Implementation Questionnaire (PIQ)• Strategic• Technical• Practitioner• General

• Arrange Kick-Off


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


Implementation: Data Conversion

• Analysis & Specification

• Conversion & Customer Review (Iterate)

• Final Conversion & Sign-Off


Implementation: Data Conversion


Implementation: Authentication

• Understanding your set-up

• Setup at Talis

• Setup at customer

• Optional: Integration with student registry

• Testing

• Sign-Off


Implementation: VLE Integration

• Understanding what you want to do:• Now• Future

• Depending on scenario’s:• Talis-driven• Customer-driven• Community-driven


Implementation: Tenancy Configuration

• Style/Branding

• URL Agreement

• Google Analytics

• Bookstore Integration


Implementation: Business and Operational

• Marketing Strategy

• Feedback Channels

• Post-Implementation Strategy

• Support

• Training


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/


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…


Conclusion

http://n.b5z.net/i/u/10002946/i/bigstockphoto_Success_1632895.jpg


Questions

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Talis Aspire - Delivering Success through the Customer Experience

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