1

University of Illinois College of Business OSBI Alumni Project

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Agenda• Project Background & Overview

• Project Approach

• General Conclusions

• Phase 1 – Alumni Survey Survey Approach Survey Results Survey Conclusions

• Phase 2 – CRM Software Research Approach CRM Results

• High Tier• Middle Tier • Low Tier

Portals CRM Conclusions

• Appendices

3

Project Background & Overview

The University of Illinois College ofBusiness required a betterunderstanding of how to better servealumni needs and improve alumniparticipation with the universityaddressing the following questions:

• How do alumni currently prefer to communicate and network

• What would it take to make the alumni college of business their home page

• What type of CRM software should the alumni association use to best serve the alumni (and their) needs

Project Background

To address the following questionsthe OSBI team developed a two stageapproach:

Stage 1:

• Develop a survey to analyze how alumni network & communicate and assess their level of interest in participating with the U of I College of Business

• Identify interesting features that could tie in with the existing alumni webpage to enhance alumni participation

Stage 2:

• Investigate CRM software usages and capabilities

• Identify appropriate CRM software and vendors that would meet U of I College of Business needs

OSBI Project Goal

4

Project Approach

4/11

Phase 1

Phase 2

4/18 4/25 5/2 5/9 5/235/16

Map the Project Plan

Develop the Survey

Await Survey Approval & Alumni Email Addresses

Survey Release

Secondary Research

Primary Research

Consistent client interaction & input

Analysis & Evaluation

Project Timeline

Identify Best Software Vendors

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General Conclusions

• Awareness of Alumni online resources is very low – there needs to be a focused effort to advertise these resources if any alumni web development is to be successful

• The website needs to be simple, customizable and easy to access & use

• Content needs to include: links to business, financial and general news, sports, weather etc in order to attract alumni to use the resource –

the resource can’t compete directly with yahoo or google but can provide the appropriate popular links

Alumni database for alumni contact info, bulletin board for job postings and alumni discussions threads for career development, business advice or personal networking

• The university should investigate mid–tier CRM software vendors – specifically Microsoft CRM solutions

• The university should also investigate the possibility of using high–tier providers such as Siebel & Oracle – they have unique flexibility in their products to potentially offer competitive solutions at competitive prices

• There does not appear to be a single entity that can fulfill both the website and CRM software to manage the alumni system and monitor alumni utilization – a web portal designer and IT consultant would most likely be required to facilitate both efficiently

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Phase 1

Alumni Survey

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Survey Approach

Using the web based survey tool surveymonkey, appropriate survey questions were developed to elicit responses for three separate categories:

General questions regarding alumni web habits and preferred mediums for communicating and networking

Alumni participation with the University of Illinois

Alumni participation with the College of Business

187 alumni responded to the survey ~ 9.4% response rate

The survey was sent to 2000 randomly selected alumni email accounts and the results were collected after 2 weeks

For the data obtained from the survey, either the raw scores or a filtering function available on survey monkey was used to isolate the results needed

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Survey Results – Basic Demographics

Graduation Dates 1950 - 1960 1960 - 1970 1970 - 1980 1980 - 1990 1990 - 2000 2000+# of Respondents 3 8 26 25 30 30

Respondent Demographics

0

5

10

15

20

25

30

35

1950 - 1960 1960 - 1970 1970 - 1980 1980 - 1990 1990 - 2000 2000+

# o

f re

spo

nd

ents

Of the 187 Respondents 122 individuals gave their date of graduation ~ 65%

Summary

The majority of respondents are graduates from 1970 to present day with an approximately equal spread of respondents over this

period of time

We can conclude that the results obtained from the survey are fairly representative for most graduate groups and contain no significant

bias towards any particular graduate class

Respondent Employer List

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Survey Results – Alumni Participation

Alumni Participation is Low:

25% of the respondents have no involvement with the BUS after graduating

Only 32% of respondents make a donation to the BUS (57% of which were made within the last year)

78% of respondents update their personal contact information when changing jobs, homes, etc but only 20% have updated their contact information with their BUS department

Over 60% never attend any alumni events

Almost 50% have stated that effectiveness of online resources for alumni (newsletters, job opportunities, etc) are average. Commentary for below average include:

There are no features that stand out

Awareness was low – many didn’t even know there were any alumni online resources

Difficult to use – poor interface

Many don’t see how they could use it to their advantage

RecommendationAwareness of online resources, tools and efforts to improve the system is a key issue for the alumni association which must be addressed. Target message should revolve around the following issues:

Different – explain the unique features of the tools and resourcesEase of use – an easy to use interface system that allow alumni to pick and choose viewing material

Benefits – how will these tools help alumni further their personal and professional development

Alumni Resource Opinions

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Survey Results – Alumni Information Sources

University of Illinois Alumni Association 104College of Business 'Perspectives' 115Department-specific newsletters 20Mentions in the media (newspaper 34College of Business website 27Departmental website (i.e. Accountancy 7University of Illinois Foundation 23College of Business 'Alumni News and Notes' 56College of Business e-Newsletter 73Other (please specify) 8

The 4 most popular information resources about U of I that are used by alumni are:

Alumni Association BUS ‘Perspectives’ E-Newsletter ‘Alumni Notes & News’

Survey responses indicated that most of the alumni respondents preferred electronic media as their preferred method of communicating and interacting with their peers and the university.

RecommendationAlumni clearly prefer e-mail and the internet as their preferred method of contact. Many of the

responses have included statements that ideal methods for news updates and new information should be sent via email.

The Alumni Association should use these 4 dominant information resources that alumni use to increase awareness and advertise the existence and benefits of using their online tools and resources.

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Survey Results – Preferred Content

Newspaper 91TV 39

WSJ 59Radio 9Online 85

Bloomberg 7

Where do you get your news?

Email it to me 37Can't do it 25

Other Incentives 11Make it easy 48

What would it take to get your news from us?

Newspapers and online resources are the main sources for news and information

In either soft or hard copy the Wall Street Journal appears to be a significant source of business information for most alumni

Almost 21% of respondents would resist the notion that the alumni could provide access to the latest and best news & information available

However, many appear to be willing if provided with incentives or the promise of functional simplicity

Incentives desired by respondents include: Ensure access is free Allow for an email service & zero charge for email distribution

Areas of functional simplicity most desired by respondents include: Easy access with the ability to sort by preference, subject or industry Comprehensive with access to multiple online resources other than purely U of I or BUS news

RecommendationCreate links to popular business and financial websites (especially WSJ) as well as popular business

journalsCreate the ability for individuals to customize or sort by preference those which they check most frequently

Make it Easy Responses

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Survey Results – Preferred ContentLatest activities at the College of Business 103Business News 92Entertainment 22Sports 40Job search 66Stock portfolios 25People - Alumni search 97Weather 21Free email box 25Alumni bulletin 61Free e-cards 16Yellow Pages 14General U of I News (Sports 102Other (please specify) 7

Most popular content desired by respondents included:

Latest BUS News Business News Job Search Alumni Search Alumni Bulletin General U of I News (Sports, President Addresses, etc)

72% of the respondents stated that they would use a contact database if offered on the alumni website. The spread of responses was almost equal for:

Networking 38Career Services/Advice 35

Alumni/Social Connections 47

Networking – specifically for business purposes, hiring & assessing talent, networking in similar fieldsCareer Services/Advice – job search, advice for business/career solutions and referralsAlumni Connections – Finding old college friends, making new friends, information sharing & counseling

RecommendationAn alumni database that offered contact information, job searching/posting and a bulletin board

offering various threads from business questions to general advice would be highly desired

Respondents feel that these elements are what characterizes good alumni services

Suggestions for Improvements Responses

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Survey Results

Majority reasons for these specifics responses include:

Can do – Just Ask Homepage isn’t an important issue for them – any webpage will do

Can’t/Won’t Already have an established webpage they love Don’t view any reason to change to BUS alumni – what’s the advantage? Jobs require a certain homepage address and no other No interest to change

Conditional – Make it Useful/Have what I need Have key elements they rely on (news, financial info, WSJ, weather, sports, etc) Customizable features – find what we need easily and quickly Easy to access, CBA news & CBA email addresses Similar options/features to Yahoo/ Google Relevant and up-to-date

What would it take to make BUS Alumni page your homepage Can't / Won't Make it Useful/Have what I need Can do - Just ask58 49 12

RecommendationSimplicity is the key – If the tool is relevant, easy to use and customizable, while the tool might

not become their homepage, it looks to definitely increase alumni level of interaction and involvement.

BUS homepage responses

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Survey Conclusions• Awareness of Alumni online resources is very low. The following information resources need to

be targeted as key areas to increase awareness: Alumni Association BUS ‘Perspectives’ E-Newsletter ‘Alumni Notes & News

• E-mail is the preferred method of contact by alumni for any university updates and information (another key medium to increase online resource awareness)

• The website needs to be simple, customizable and easy to access & use

• Content needs to include:

Links to business, financial and general news, sports, weather etc in order to attract alumni to use the resource – the Wall Street Journal is a popular source for business information

Alumni database for alumni contact info, bulletin board for job postings and alumni discussions threads for career development, business advice or personal networking

• Alumni interaction on personal development/networking non-business issues appears to be a highly desired interest that the alumni association could implement shortly given their already established database of alumni listings

• Expectations for alumni to have the alumni resource as their homepage are unlikely. However, if the content is viewed as useful in their career aspirations, socially rewarding and interesting then utilization is likely to be much higher (assuming there are no lack of awareness issues)

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Phase 2

CRM Software

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Research Approach

Secondary Research

Primary Research

Identify Appropriate

Clients

• Investigate what CRM encompasses

• What are the traditional uses

• How is CRM differentiated

• Who are the customers that use CRM

• Which CRM providers should be focused on

• Look at CRM specific websites

• Contact sales representatives

• Identify past CRM examples which might apply and past customers that might apply

• Identify appropriate CRM software companies

• Examine necessary costs

• Examine the range of features that are applicable to U of I BUS

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Defining CRM

Next >

CRM is an integrated approach to identifying, acquiring, and retaining customers. By enabling organizations to manage and coordinate customer interactions across multiple channels,

departments, lines of business, and geographies, CRM helps organizations maximize the value of every customer interaction and drive superior corporate performance (www.siebel.com)

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Perceptual Value Map

Price

Customer Analytics/ Customization

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High – Tier CRM Solutions

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High – Tier CRM Summary

• Having an established budget is important: Siebel and Oracle can provide almost any solution but NOT at any price

• CRM “On-Demand” provides off-site hosting for data. This minimizes capital investment and IT requirements

Potential data ownership issues

• Data migration and implementation requires a clear understanding of the technology, its capabilities and what you are willing to spend for it. Probably best accomplished by a dedicated IT professional

• Both Siebel and Oracle provide solutions that could interface with the College’s web-page

• At best, implementation costs would approach $25,000. At most, the College could invest up to $1,000,000 on a solution.

Summary

The analytic functions, IT requirements and price provided by these solutions probably exceed the College’s requirements and resources.

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Siebel CRM Systems

• On-demand solutions can be customized, hosted off-site

• Data is accessible over web and can be updated via-web

• Sales, marketing, service functionality, built in customer analytics

• Real time insights for all users

• No hardware installation or software installation

• Price is typically $70 per user/ month plus installation consulting costs. These can run between $5,000 and $50,000.

Minimum projected implementation cost: $25,000.

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Siebel’s On-Demand CapabilitiesService Management Campaigns Sales Force Automation

Service Request Management Campaign Design Lead Routing Account Management Multi-Channel Campaigns Lead Assignment Contact Management Outlook Email Integration Calendaring/Task Management

Email Response Leads Partner/Competitor Tracking Product Management Lead Assignment Outlook/Palm Sync Asset Management Lead Management Outlook Email Integration Activity Management Response Capture Sales Management

Service Tools Marketing Tools Account Management Knowledge Base Outbound Email Marketing Contact Management

Calendaring/Task Management Calendaring/Task Management Opportunity Management Product Catalogs Outlook/Palm Sync Product Management

Outlook/Palm Sync Customization Quota Management Outlook Email Integration Offline Access Product Catalogs

Service Reports Multi-Currency Support Asset Management Service Analytics Multi-Language Support Activity Management

Audit Trail Siebel Enterprise Integration Sales Reports Service Administration Marketing Reports Sales Forecasting

Customization Marketing Analytics Pipeline Visibility Offline Access Sales Analytics

Multi-Currency Support Sales Administration Multi-Language Support Siebel Enterprise Integration

Siebel Enterprise Integration Offline Access Multi-Currency Support Multi-Language Support

Customization

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Oracle/Peoplesoft

Oracle Peoplesoft Campaign Contribution Database is the least expensive of Oracle’s solutions that were discussed with sales representative

• Suited for organizations that raise $1 million or less: $40,000-$50,000 one time license $11,000 a year thereafter for updates

• Marketing surveys. Contributions, etc. Cornell, Penn, U California use these systems for their entire alumni development program

• Potential integration issues with University’s Banner system?

• Delivered out of the box

• Typically a consulting arrangement is sought. Can be as expensive as the software

Total implementation costs: $100,000 on low end to $1,000,000. These are required for configuring the system, migrating data, and identifying training requirements.

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Oracle Sample of On-Demand Capabilities

Oracle provides 24/7 expert monitoring of your systems, to reduce both planned and unplanned downtime, and disaster-recovery services, to ensure that your systems are always up and running.

Oracle On Demand customers file 50 percent fewer support requests and have their requests resolved 50 percent faster. Oracle also proactively resolves more than 60 percent of problems without any customer involvement.

Oracle provides many upgrades automatically, reducing both time and complexity and allowing you to benefit from the latest software.

Customers have access to Oracle experts who keep their systems performing above industry-standard levels. Oracle has helped customers improve transaction-processing times by ~ 40%.

Oracle takes a proactive approach to patch management, automatically testing and applying patches for all of our On Demand customers, helping prevent security breaches, viruses, and worms—and thus maintaining the highest level of performance.

Oracle On Demand management processes and technology infrastructure can adapt to match your business requirements, preparing your organization for growth or fluctuations in business volume.

Customers may choose the arrangement that works best for them. You can have your Oracle technology and applications hosted at Oracle’s data center, taking advantage of our state-of-the-art facility. Or you can leverage your existing hardware investments and have Oracle remotely manage the systems at your location or a third party’s. All Oracle On Demand environments can be used for implementation, testing, and live production.

Enhanced Improved Availability

Better Problem Management

Smoother Change Management

Performance

Tightened Security

Business Scalability

Flexible Deployment Options

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Oracle Student System Screenshot

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Oracle CRM On-Demand

Administration Services

• Oracle offers complete application, database, and hardware management services, which can help lower a customer's IT maintenance costs and increase support resolution time.

• Administration Services are system administration, application technology management and monitoring activities provided remotely by Oracle for licensed Oracle programs. Administration Services are contracted on yearly terms; the billing is annual in advance.

• Customers purchasing On Demand for either E-Business Suite or Technology Online must meet the minimum annual net fees for Administration Services of $48,000 USA (Dollar) and minimum monthly net fees of $4,000 USA (Dollar).

• Customers purchasing On Demand for both E-Business Suite and Technology Online must meet the minimum annual net fees for Administration Services of $96,000 USA (Dollar) and minimum monthly net fees of $8,000 USA (Dollar). Prices shown on this price list are monthly fees and apply to both perpetual and term licenses.

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Key Contact Information

• Key contacts are broadly familiar with the scope of the College’s project

• They are friendly, earnest and work hard to try to earn business

• They will want a clear idea of what the College wants to implement and how much money has been allocated for the project

Mr. Mike Garrow, Oracle Salesmike.garrow@oracle.com

(708) 836-9157

Mr. Korlan Buxton Korlan.Buxton@Siebel.com

(510) 788-4890

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Mid – Tier CRM Solutions

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Mid – Tier CRM Summary

• Mid–Tier products offer a wide range of features

• Most involve a standard platform with the possibility to customize to personal needs

• Costs for Mid-Tier products can vary greatly; but generally, more customization corresponds to higher costs

• The two most attractive choices in the Mid-Tier are Salesforce.com and Microsoft CRM

• Microsoft CRM seems to be the leader due to their educational experience and discounts

SummaryThe range of features and cost options appears to be more in range for the University’s

needs. Microsoft CRM appears to be the most likely candidate.

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Mid-Tier Comparisons at a Glance

  Salesforce.com SAP Business One CRM Microsoft CRM NetSuite

Price $780 / User (professional) $11,250+ $5,000 - $50,000 $2,000 - $100,000

Online Server        

Hardware Required        

Real Time        

Customized Applications        

Free Upgrades/ yr 3      

Non-Profit Discount        

Sales Force Automation        

Marketing Automation        

Contact Center        

Customer Support Management        

Analytics        

Employee Management        

Mobility Function        

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Salesforce.com

• Online server, no hardware is required at the university• Does not have search function available, would have to submit request• Data can be entered directly or via a website• Features:

Sales Force Automation Marketing Automation Contact Center Solutions Analytics

“The proven leader in on-demand Customer Relationship Management (CRM), salesforce.com empowers customers tostand out from the crowd. We do so by delivering the most innovative technology and making it as easy as possible toshare and manage business information. Our solutions combine award-winning functionality, proven integration, globalcapabilities, and the best user experience - and the result is CRM success. That's why Salesforce has earned the trustof its customers - and a customer satisfaction rate of over 95% - along with top industry honors. Get started usingSalesforce CRM today.”

Salesforce.com

SummaryOnline server functionality similar to most other mid and high – tier CRM software. The main

disadvantage is in submitting requests in place of automatic search options – a lengthy and inefficient process

Price: $780/user (Professional user)

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Microsoft CRM“Microsoft CRM integrates with Microsoft Office, Microsoft Business Solutions for Financial Management, and otherBusiness systems to give employees a complete view of customer information. The ease of integration with MicrosoftOffice is of particular value—enabling staff to access Microsoft CRM information from Microsoft Office Outlook and workonline or offline with access to sales functionality.”

Microsoft.com

• Offer substantial educational discounts (up to 70%)• Can perform search function• Integrated with Microsoft Office applications• Data entered directly, from Excel, or from linked website• Have implemented 4 CRM systems at University of Chicago – familiar with

educational needs and purposes• Features:

Sales Force Automation Customer Support Mobility

SummaryCapabilities of linking with existing Microsoft programs and their familiarity with implementing university

systems is a very beneficial aspect

Price: $5,000 - $50,000

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Microsoft CRM - Screenshot

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Key Contact Information

Caleb Adams

1-800-667-6389

Jim Drumm

(708) 557-1449

• Microsoft appears to be the best solution of the Mid – Tier CRM software choices that meets the university needs

• Both companies have very experienced sales forces

• Microsoft can give more specific details on price discounts, training and results of how their experience with Chicago University after more detailed information about U of I’s CRM needs

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Low Tier CRM SoftwareACT 2005

ACT2005 premium for groupsACCPACcrm.com Enterprise

Salesforce.com (Small Business CRM — Team Edition™)SalesCenter Simple

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Low – Tier CRM Summary

• Not enough storage available for large amount of client data

• Customer service is not satisfactory enough • Low-Tier software or online solutions are designed for

small business with only basic CRM functions

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ACT 2005

• The newest product among ACT CRM product family developed by Best Software

• A software CRM product providing basic functions for customer information management

• Retails for $229.99, can be purchased at popular software retailers, e-tailers and direct resellers including Office Depot, CompUSA, Staples, Best Buy, amazon.com, OfficeMax

Key Feature EnhancementsACT! 2005 strengthens the workflow and effectiveness of salespeople by integrating opportunityforecasting tools around enhanced contact management features to help individuals and teams:

Track relationships with company records for effective account management Manage their opportunity pipeline for an improved bottom line Apply advanced group management for better customer segmentation Customize their database with advanced field types and activity types Directly integrate with office applications such as Microsoft Excel, Word and Outlook Manage relationships with an updated and more intuitive interface Can be used up to 10 users

http://smallbusiness.bestsoftware.com/press/2004-08-24_pr_ACT_2005.cfm

SummarySimple CRM software available in most general computer software retailers. Has some useful features

but functionality is too simple to cope with more complex relationship management or adjusting to evolving university needs

Price: $229.99

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ACT2005 premium for groups

• ACT! 2005 Premium for Workgroups is for sales teams, small business and corporate workgroups of up to 50 users sharing data, as well as those who require increased security and advanced workgroup scheduling

• Provide similar functions of basic CRM tools as ACT 2005

• 2005 Premium for Workgroups retails for $399.99, available for purchase now at www.act.com/estore or by calling 877-ACT-2005

Enhanced features for a large number of networked users: Increased Scalability SQL Server 2000 Standard Edition Schedule Resources View User Availability Manage Resources (like conference rooms) Send Meeting Invitations Advanced Synchronization Team Management Contact Access

http://www.act.com/products/premium/faq/index.cfm?product=1#2

SummarySimilar to the basic ACT 2005 with enhanced features to link up to 50 users. Limitations of the basic

version are still relevant to the premium product.

Price: $399.99

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ACCPACcrm.com Enterprise• ACCPAC CRM is web-based CRM solution, providing an integrated sales, marketing, customer

support and call center automation solution

• ACCPAC CRM is completely Internet and WAP enabled, providing users access anytime, anywhere via a Web browser or wireless device, such as a PocketPC or WAP enabled mobile phone

• US$69 per month per named user

Sales Force Automation • ACCPAC CRM Sales provides a solution for management, forecasting and reporting throughout all phases of the sales cycle, discovering

who, what, when, where and why do people purchase your companies goods and services. Using leading-edge technology sales teams and partner channels access critical real-time sales information anytime, from anywhere.

Account and Activity Management• “ACCPAC CRM provides the tools to manage and analyze all current and historical account details and activities. It can easily manage

multiple accounts and opportunities, and automatically distribute leads to sales professionals around the world. Sophisticated workflow provides automated sales processes to guide sales people through proven selling methods. Automate business processes to automatically trigger literature fulfillment, follow-up appointments, callbacks, daily tasks and more. By analyzing the information available, you can recruit new clients and resell to existing ones.”

Forecast, Report and React Intelligently• ACCPAC CRM provides point-and-click reporting and graphs that allow sales teams access to data for on-the-spot analysis and

evaluation. Start by assessing new leads, quoted clients, demographics and potential deals in the pipeline, then analyze your sales efforts and use that knowledge to refine your strategy.

• Graphical forecasting allows you to filter and report data by account manager, region, opportunity, probability, any way you choose to do so. Use system default reports or easily create new reports with a reporting wizard that walks you through the process prompting you to select the data you would like to see and where you would like to see it.

http://www.accpac.com/products/CRM/default.asphttp://www.accpac.com/products/crm/salesforce.asp

SummaryThis software is too focused on meeting on-field sales force – too advanced on

some features and too simplistic for others

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Salesforce.com (Small Business CRM — Team Edition™)

• A web-based CRM solution, $995 five users per year • Team Edition is for small business teams of up to five people to easily collaborate and manage

customer relationships more effectively. Can be upgraded to Professional Edition or Enterprise Edition as your business grows.

• Real-time access to all customer information across the team; higher employee productivity• Team members can work together and see all interactions other team members have had with

customers• Instant management overview of sales opportunities, team activities, customers, and account status• Syncs with Palm and Outlook; integrates with Microsoft Word and Excel to add data from Salesforce

into sales documents• Free basic phone, Web, and email customer support

Sales Force Automation (SFA)• Point-and-click customization for SFA that fits the way you sell• Real-time analytics empower your business to make better decisions• Instant global deployment for offline and online use• Award-winning ease of use results in widespread adoption

Marketing Automation• Integrated marketing and sales application with automated lead conversion • Real-time analytics to measure and optimize campaigns for best results .: • Multi-channel campaign management and analysis for a complete marketing solution • Rapid deployment and award-winning ease-of-use to get users working quickly

http://www.salesforce.com/products/team.jsp

SummaryAppears to be the most advanced of the low – tier CRM software available. However, this also has the same

limitations as it’s mid – tier counterpart with search features requiring requests.Price: $995 for 5 users/year

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SalesCenter Simple• A web-based database CRM solution with basic functions

• Available for unlimited users, charge per user

Key Advantages Totally customizable Unlimited data storage Set-up and training plus support for all users Web-lead system Automated follow up system

Customized Sales Team Calculator• Simplistic layout and a wide variety of advanced features such as custom calendar, task reminder system, search engine

and unlimited notes for each record

Role Management and Control • Provide managers control to create a pipeline that meets the goals of their sales organization. Additionally the manager has

significant control over lead tracking, marketing, forecasting, role settings and the layout of the opportunity and contact management solution.

http://www.salescenter.com/

SummaryAppears to satisfy most of the university’s current needs but without the ability to adapt to more

complex functions as the alumni resources develop

Price: Varies per number of users + variable set-up fees

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Web Portals

Web Portal – A Web site or service that offers a broad array of resources and services, such as e-mail, forums, search engines, and on-line shopping malls. The first Web portals were online services, such as AOL, that provided access to the Web, but by now most of the traditional search engines have transformed themselves into Web portals to attract and keep a larger audience.

Emerging Trends • Portal Management Software helps companies monitor and manage the third-party content fed into a portal• Portable internet capabilities help create efficiencies for users and agents

Possible Issues • Portals that are not customized, but instead are pre-packaged do not take full advantage of the capabilities portals can provide.• On average, 40% of portals are under-utilized because the technology is not being capitalized upon.

• Customization helps companies ensure that each employee only has access to data they are authorized to see at any given time.

• Effective portals provide an increase in customer and user satisfaction, agent effectiveness, collaboration, consistency, and can easily adapt to legacy systems.

Benefits

Costs• Portals that are not fully used can cost the company up to 40% of the purchase price.• Leading software packages (i.e. IBM, Oracle, and Plumtree* cost anywhere from $20,000 per CPU - $75,000 per CPU.

Plumtree was identified as a potential portal vendor to create, integrate and customize the alumni online resource tool:

Contact Information

Steve Turek

Plumtree Software Area Sales Manager

2251 W. St. Paul Avenue Suite 4E

Chicago, IL. 60647

Office: 773-384-0189 Cell: 847-687-7619

Email: steve.turek@plumtree.com

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Web Portal Architecture Example

The Plumtree Corporate Portal uses a Web services architecture to bring together search engines, documents, applications and users from diverse systems, and also provides a platform for securely managing these services

44

Portals – Market Leader Comparison

Vendor IBM Microsoft Plumtree

Product WebSphere Portal-Express V4.2

SharePoint Portal Server

Corporate Portal

Operating System(s)

Linux, Windows 2000 Windows 2000Unix, Windows 2000/NT

Development Done Via Portlets Done Via Portlets Done Via Portlets

Personalization Group, Individual Group, Individual Group, Individual

SecuritySingle Sign-On Access

Single Sign-On Access

Single Sign-On Access

• Organizations waste over $7.5 billion a year due to difficulties accessing information.

Source: Keston, Geoff. Enterprise Portals: A Tutorial. Faulkner’s Advisory for IT Studies. 2005.

45

Overall CRM Conclusions• Key factors that affect decisions for vendors are:

Functionality Price Training Data ownership issues Complexity in integrating existing data onto another platform Adaptability to an expanding (and dynamic) change in university needs and

demands

• The university should investigate mid–tier CRM software vendors – specifically Microsoft CRM solutions

• The university should also investigate the possibility of using high–tier providers such as Siebel & Oracle – they have unique flexibility in their products to potentially offer competitive solutions at competitive prices

• Aside from the software package itself, implementation costs play an important factor in transferring existing data onto another platform as well as adding large variability in costs

• There does not appear to be a single entity that can fulfill both the website and CRM software to manage the alumni system and monitor alumni utilization – a web portal designer and IT consultant would most likely be required to facilitate both efficiently

46

Phase 1Survey Appendices

47

Appendix – Respondent’s EmployersAccenture Gregory, Inc. United Technologies

Cotton and Allen CPA's Marketing Strategy / Consulting Ernst & YoungApplied Financial Technology Western Digital Veris Educacional

Bradner Smith & Company Illinois Tool Works Inc Self employedMonsanto Company Morgan Stanley, India CNA

Holland and Knight, LLP H.O. SABANCI Holding A.S. PCASchwabe, Williamson & Wyatt, PC American Railcar Industries Grant Thornton LLP

The Southern Company retired Cole Taylor BankMilwaukee Public Schools Scudder / Deutsche Bank Sagrillo, Hammond & Dineen

GROWMARK, Inc. Bear, Stearns & Co. Inc Thompson Maple Products, Inc. student Protective Life Insurance CWA, Inc.Ameren Discover Financial Services JB-5, Inc. (self-employed)

General Electric retired Village of Villa PArkUniversity of Illinois D.C. Askew & Associates Walgreen Co.

Whirlpool Corporation self currently noneMerrill Lynch Capital Nextel PricewaterhouseCoopers

University of Illinois College of Veterinary Medicine retired O2MicroReyes Holdings elgin state bank xpedx

Neider & Boucher, S.C. Retired Stanford UniversityRetired Zebra Technologies Corporation Benz/Prindable Properties, LLC

Fitch Ratings GMAC RFC Ross Creative+StrategyCaterpillar Retired palomar ventures

Bear Stearns Waddell & Reed Managed Packaging Systems, Inc.Ford Motor Company Edgell Communications, Inc. Menards, Inc

Milliman Bourn Partners, LLC Jay Robb EnterprisesAnthem Capital Group, Inc. State of Wisconsin Investment Board BAE Systems

Vedder Price Kaufman & Kammholz nike law firmEMC Corporation MAZARS DENGE Kemlite Company, Inc.

Wemple State Bank Accenture CondoCPAIL Dept of Central Management Services Exopack Marsh USA Inc.

Chicago Tribune Kforce Professional Staffing Independent Bankers' BankCIASA PricewaterhouseCoopers TA Associates

Return to main presentation

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Appendix – BUS Homepage Responses

Links to the above-referenced websites.

I was not aware that was an option. You should first create an awareness that people can do that. Second, you should identify advantages your web page has over other web pages.

It would have to have current news related to my field and interests.

Info on what it can do for me.

It would have to have the key elements that I rely on. High level news, links to directions/yellow pages, local sports teams.

Access to local news stories, financial information (current market info etc.), updates on the school, map function, feature articles on other alumni and what they are currently doing.

Links to more web sites that I use on a regular basis (i.e., WSJ--w/access, Baron's, etc.)

access to national news, sports, weather

useful news. absolutely no login information required, otherwise i won't use it.

ability to search the web, CBA current news, CBA e-mail address.

Tell more current news about alumni

It would have to provide information that I use on a daily basis. Currently I have yahoo mail as my homepage because I use email constantly.

Make it easy to use.

It would have to have a very small focus on the college of business. I don't need a homepage related to the college of business. I need a homepage that allows me to access email,get news and sports headlines, sports scores, and follow stock quotes.

If the COB has a homepage with global/national news, weather, headlines, etc. Like Yahoo.

customizable features

Become an equivalent to Yahoo.

It would have to act like Yahoo or MSN.

Perhaps if you used Yahoo as your page and wrapped some of your content within it. Better yet, if you had a content area within a yahoo page. Your information is far too static towarrant use as a home page, otherwise.

See above & it would need to be more actively utilized by fellow class mates (or at least other graduates). More info about what others are currently doing also.

I would want news and entertainment headlines --more that just business!

Flexibility, dynamic, easy to access, easy to change.

Have unique links to knowledge in the school. Allow me to profile what I am interested in reading and then deliver it to the desktop. Make professors available for limited questioningon key topics.

Make it Useful/ Have what I need

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Appendix – BUS Homepage ResponsesMake it Useful/ Have what I need continued..

The site would have to provide links to content that I felt was important and relevant - business activities in Europe, Asia and North America (for example).

effective (links to relevant information), attractive

Include links to Weather, Yahoo searches, plus include relevant news about investing and links to the latest research on investing from the University.

Free e-mail address.

A lot. My business and personal interests are of a more international nature. As a result, it is imperative that I have quick access to relevant information as well as a general 'news' source. At present, MSNBC, serves me well.

Better than google searching.

a complete set of services and lowest price

Interesting and valuable information, plus access to Internet search engines.

It would need to remain current and cutting edge.

Didn't even know you had one. But I think what I have on my home page, ie weather at various cities I have an interest in and Tech and political news is kind out of your purview.

Give me choices similar to My Yahoo.

I would have to look at it. I already use a public homepage for news, investment tracking, sports results, weather, etc. and I am happy with it.

If it offered many of the same things MSN does, local weather, headline news, lifestyle news, etc.

Very detailed page, covering all interests (even outside of business topics).

world news, world sports, financial markets, weather, maps, search capability, university news

a full internet search engine and a modifible homepage

Have the Email address service

if it covered public company data

An a very good search engine included with it and a customized appearance feature

hmm... a customizable portal that loads immediately with a great user interface - the portal has to start out with stuff that I find useful

Everything MSN.com has and more.

Relevant, up-to-date business news. Other features or news included... non-college of business related (Illini sports, etc.)

You would need access to major news and financial information.

Daily info, access to research from the University, links to basic info, i.e. weather, traffic. Info on Illini sports

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Appendix – BUS Homepage ResponsesCan’t/Won’t Responses

I don't think I would even consider that.

Don't have a home page on browser.

all my email is handled through my business which also acts as my homepage

I can't imagine that I would do that.

Will not do it.

Impossible in my work environment.

Nothing could convince me to change my homepage to the College of Business

Do not think that anything you do would make me switch from yahoo.

No offense, but there's probably nothing that could make it my home page. I think the closest you could come is to send .html emails once in awhile summarizing the home page content you want me to review.

I can't use it for homepage, but it would be useful if I link to tune in daily or weekly.

Wouldn't be interested.

Not an option - work homepage is required

Not sure I see the advantage. Heck, I am old and retired.

my homepage is my current employer's website and it is unlikely that i would change that as it facilitates my job functions

I wouldn't ever consider that; although I have an MBA from Illinois, I also have an MSLS and that's the field in which I remain engaged. I enjoyed my MBA student experience but don't interact with the business school alums at all.

An extraordinary intervention with my company (whose website I currently use).

Not likely. I want my homepage to be the place I check my internet-based e-mail.

Never.

Won't happen.

Never happen. Not enough relevance either at home or at the office.

unlikely it would be my homepage

I can't think of anything as I currently have CNN as my homepage and am exremely unlikely to change.

Probably wouldn't, my work website is home

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Appendix – BUS Homepage ResponsesCan’t/Won’t Responses continued..

It won't unfortunately. The WSJ is my homepage.

Wouldn't want it to be my home page. Maybe a part of it or as a regular link I would use.

Nothing at this point.

not likely. Marketing- or strategy-tailored news or research findings, but it'd have to be better than what's out there. Maybe (maybe) if tied to reward points, sweeps for UA miles, U of I gifts, etc.

I will not change to it as my primary site.

I don't see that happening.

Won't happen. I have a company issued computer and my employer's web page is my homepage.

I don't think there is anything at all because I set my homepage at my email provider.

probably wouldn't. I live in CA and am more interested in staying abreast of current news (I use CNN as my homepage)

No as I do not need on a daily basis

I probably wouldn't. I get my College of Business news from the newsletter which I find very informative but for general business news it would have to mimic cnn.com for me to switch.

Not interested.

My home page is my work page, so it wouldn't make sense to change it to anything else.

won't do it

Really like yahoo

Can't -- must be my work site.

My home page is my company website and I need to go there daily for information.

I made my own home page so you would have to beat that.

I cannot. My only computer is my work laptop, and our webpage is my homepage.

Nothing will change my homepage.

I'm not interested in a different home page. Yahoo does the trick for me.

I don't think that I am interested in making the College of Business web page my home page.

Unlikely. For work I use an internal intranet home page. For home, it would have to include headlines and a world class search engine. Currently use Yahoo.

Can't - employer's homepage is required.

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Appendix – Alumni Resource Opinions

Lots of bells and whistles but not relevant to my job search needs. Seems geared more toward recent graduates.

Doesn't seem very relevant to my geographic location

I haven't found it as useful as other sites and information.

I don't know anyone who has gotten a job through the U of I online resources.

I don't recall receiving e-newsletters. I think it would be great if there was a job board that alumni could post or seek positions on.

Industry specific jobs likely not posted there.

Alumni office for careers located in Chicago. I live in Springfield and need to be able to visit somewhere not so far away in central IL.

There should be a free service for alumni to use as a job resource to post resumes and look for jobs.

Little to no job resources for MBA alumni. Programs of high caliber offer: robust job postings, strong and current alumni databases, mentoring programs, frequent networking/social events.

Clunky to use, low participation, not focused on my needs for networking. Focused on campus instead of people and no convenient way to use it to network into jobs or business opportunity.

The college of Business has provided access to alumni job search only to MBA alumni and not to all the alumni

Because they haven't attracted me enough to use them.

Writing style is not as breezy as some other alumni groups I have seen.

I really don't want my email box 'flooded' with messages. I seem to be on too may mail lists already, and as a result I get a constant stream of emails that I don't have the time or interest in reading. I realize that email is cheaper to send than hard ma

I get an occasional e-newsletter, but it is not a must-read right now.

No need to access these resources. I am retired.

I would have probably answered n/a because I rarely use the online services but when I do use it I find the information I am looking for.

No one really uses it, I don't even what is available?

I don't live in Illinois and have not used the website.

i don't really use it or feel that connected to the U of I now.

Don't really pay much attention to it, I guess!

I really don't find a use for these resources

The places and pathways are hidden and you really have to research to understand how to get information or access / provide job opportunities

Below Average Responses

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Appendix – Alumni Resource OpinionsAverage Responses

I don't currently spend too much time looking at it, but if there was information about contacting others or a career information I would use it more often. I also live in a different state so if there was more information regarding out of state people t

helpful but not spectacular content

Keep me informed of what's going on at the specific colleges and the community.

nothing strikes me as eye-popping

I like the e newsletter. Some interesting stuff in them.

The e-newsletters are excellent. However, there aren't many job postings. Another option might be to allow alumni access to the Library Gateway like we had when we were students. I would use that all the time to look up journals and utilize the Economics

maybe I haven't looked into it enough, but it really doesn't stand out as great or bad

The few times I have checked for job opportunities, it seemed as though there were very few positions for more recent graduates (within 1-3 years out of college).

Smaller articles with links to the full detail work best for me. I can see all the content and easily pick and choose what I'd like to learn more about.

Improving but started from a low base.

It generally is pretty focused at campus oriented things and I live too far away from any of the campuses to be interested about it.

Job opportunities have been entry level

I don't use them that often. When I do they seem good.

It's better for people who live in Illinois

It is very under marketed and our vast alumni base is far to passive. Northwestern is a much stronger model.

I really haven't had a great deal of need or use of it. But that's not necessarily your fault.

It serves it's purpose, but doesn't stand out.

I am a loyal Illini and enjoy reading about what's going on with the College.

Although I've rarely tried, I've never benefited from using these resources

I like the content, but have not used it much.

Provides good information but there are too many emails sent. With so many emails sent by the U of I, there is not time to read all of them.

good potential, but not enough people use it yet

It tends to keep me informed of current thinking.

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Appendix – Alumni Resource OpinionsAbove Average Responses

Great networking capabilities!

Every time I went to the web site for information it was easy to find.

I receive electronic information all the time. I feel I know what's going on with the school.

I read the emails from the Alumni Association and find them valuable and entertaining

it has met my needs so far, when I need it I know where to go, the email is good and the website is easy to navigate

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Appendix – “Make it Easy” ResponsesGood headlines, something to get my attention.

Timely, International Coverage

Provide links to common sources...remind me of availability, but not too frequently. Not sure if I answered the question you intended...wording is a little confusing.

Possibly by offering it on a more frequent basis.

Make it easily accessible, easy to sort online

easy access, good coverage, low $$

daily briefs with links to detailed information.

Electronic updates

It would have to be very timely and very technical for my field of interest.

Convenient service that can be customized.

I think it would be tough to compete with the dailies mentioned above. So you would have to pick your spots: in depth articles, focus on Illinois element in story/Illinois alumni. I do get a number of internet messages which I usually scan through -- largely professional and insurance journals -- if there is something I am interested in, I will download it.

Timely articles from by-lined authors whose names we recognize.

Free access to financial/business news web sites, etc.

Make it timely, brief, easily accessible

give it to me free - hardcopy and a website

Online newsletters or websites

Make it easy to access.

customize 'my page' on website

Make it easy and relevant. Defining those terms is what is hard because they are different to different people. I'm interested in banking and financial markets and systemic trends affecting business.

Easy to read headline news updates, like the NY Times

How about making it less centered on Illinois? Not everyone lives in Champaign or Chicago.

Have news that provides me w/ info I need in my daily life. Economic, interest rates, cutting edge companies, etc...

I would want to know your sources of information, the breadth and timeliness of the coverage. I would like unbiased information. I am interested in information regarding the strength of the economy, including the labor market, our monetary and fiscal policy, as well as how our policies/economic decisions affect the value of the dollar. I would like better analysis of the stock market activity than what is currently available.

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Appendix – “Make it Easy” ResponsesMake access easy. Make it flexible. Make it configurable.

Make the communications more user-friendly, shorter, to the point. We business types get hammered with reading and truthfully, I do not always want to wade through a long newsletter. Keep it short and sweet.

Provide a friendlier and more informative site than Yahoo and AOL.

Timeliness would be major factor. The only you could do it would be on a website or e-mail.

an effective website that contains relavant business news and information

I would access news from you if it were available electronically

Provide timely news.

Make it comprehensive and convenient.

send quality emails

By being easy to access and offering a diverse menu of news items

on the net

Provide a comprehensive and easily accessed source that has numerous links outside UofI. In other words, provide me with a page I can use as my home page that is updated daily, if not hourly with both informative and interesting info.

The more current the news the better.

You'd have to impress me that you are a better news source than my current sources. I hope you aren't planning to do that - the university should be focused on education, not becoming the next CNN.

User friendly website dedicated to business/financial news. An archive of past news should be available.

Give a synopsis of business news...like one paragraph summary of each item and index...time in today's day and age is very limited.

aggregate articles, through summary emails, maybe top 5 events of the week, with brief analysis, not just rehash.

Create a better product.

Create a website that is meaningful to me.

Send information on featured sections that would interest me.

taylor it to my interests and preferences so that I don't have to sort through a lot of information that I'm not interested in.

It would need to be easily printed as I have to read it during the day in a number of different locations.

Provide a direct connection or website for news

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Appendix – Suggestions for Improvement

the other thing I might add to this is recruitment info, for alums children and friends to attract the best and brightest to the College, I don't think the University recruitment, tours etc. are very strong, so I think the College needs to ensure that it is attracting the best and brightest and the alums are a good source

Generally, I think it does a good job through the U of I Foundation.

Respond to the contact that alumni initiate with you. I send an e-mail over one month ago and never received a response. How do you expect people to be interested in what you have to say (as well as support the College financially) if you do not respond to their concerns? I think that you may be approaching this issue from the wrong angle.

I do not donate right now to the College of Business since I have a graduating Senior in ACES and a Freshman son in College of Business. I have a junior in high school who wants to apply to the U of I next year so my resources are being used for their education right now.

I work in the suburbs of Chicago, so I think it would be kind of nice to have alumni events that are more local once in awhile.

Better web based contact service

There are a lot of alumni outside of the State of Illinois, but all the alumni activities are focused in Champaign and Chicago. Maybe the college could try to start up some out of state activities for alumni in other states and cities.

Sometimes I email the Business Employment Office job postings for our agency, but I've never heard back from them by email or any other way to know if this info is needed, appropriate, useful, proper format, or anything else. A short replay would be nice to get some feedback.

I like the hard copy newsletter, but an e-newsletter would be good. Also, e-mails about East Coast activities would be helpful considering where we live.

Keep communication simple and to-the-point. Don't think you have to send out messages unless you have something important to say. Don't abuse your mail list.

Regular emails and regular events at various centers. Strong use of the Web.

Don't call me soliciting money. I don't like being pressured into on-the-spot donations. Send me information electronically.

Inform alumni you have college and dept news letters and web sites would be a start. My degree was in accounting and I did not even know until this survey that the dept even had such things as a news letter or a web site, still don't know its web address.

mixture of effective email, newsletters and get-togethers

Continue to keep your name before us. I know it's frustrating, but sooner or later, we'll be drawn tighter into the fold! Thanks for your good work.

Have active alums directly invite other alums they know to events. This helps turnout. The biggest obstacle to an alum attending, in my opinion, is the feeling of "I don't want to go because I probably won't know anybody." If someone invites a bunch of people who will know each other, the invitees are more likely to attend and will enjoy themselves and will be more likely to repeat.

reach-out in a meaningful way

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Appendix – Suggestions for ImprovementShorter, more frequent communications, and provide more opportunities for us living "away" from Urbana-Champaign to connect. It's tough out here in KS, there are no alumni clubs within 200-250 miles, and those are all curriculums, not just business. On line ability to communicate with others would help.

Wider variety of interests. Not all of us are fortune 500 employed let alone interested in mainly that stuff. More variety to take into account the varied career paths some of us have taken.

Provide info that could be useful to me in my small business.

Start an Alumni group on Linked-In. Do cross promotions with them. On your site, create a content area within yahoo for Illini news. You might want to focus on alumni news and university news. Don't try to be a portal -- there are too many that are better.

Maybe short receptions tied into homecoming. The problem is that most alumni identify more with the entire university or their housing unit than the college. Otherwise email with news by graduation year might pique some interest.

Stay in touch; network.

Perhaps an Alumni posting board. Something to be used for relaying information about job or learning opportunities. Also provide as a social forum for CBA Alumni to catch-up, discuss current events, or advertise CBA events.

Have interesting local alumni events.

Add a job search engine like monster or hotjobs. Encourage the U of I to hire graduates for employment positions. I have applied to several accounting positions in the past few years and never even get an interview.

Encourage regional alumni meetings, not just those in Chicago or the Midwest.

Email Meetings/cocktail style parties with presentations

I think improving the website is a great step and making it known to alumni that there are great features that can be accessed on it. Also, improve the correspondence through regular mail. I tend to read up on what's going on at the school via the information I receive in the mail. Make alumni events more known...I don't recall ever seeing an event being advertised widely. The Chicago area is full of alumni! Definitely advertise heaviest here!

I think in depth articles -- possibly with sections based on interests. U of I sports Stories on U of I alumni are almost always interesting and can be motivating

Wait 30 years before you start asking for money. I have that long before I pay off my grad-school debt.

Create more situations that alumni can interact with each other.

I don't have any input for you. I find the e-newsletter interesting, even though I'm not in the business area, and I do enjoy reading about faculty research projects. But since I don't think of myself primarily as a College of Business alum, I'll leave it to others to make suggestions. Thanks very much for the opportunity to comment.

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Appendix – Suggestions for ImprovementBe friendly but not pushy.

I'm a '94 grad of the School of Social Work and work as a licensed social worker. I've had limited contact with the College of Business due to changingcareer plans after graduating.

I think it would help if there were a better way for alumni to update their own contact information without having to remember a password. Some schoolshave secure sites where you can click on a link and review your contact info without having to type in a password (we would generally quit trying if it asksfor a password). The database systems are lacking and could use some upgrading.

Love the e-mails.

Collaborate with business related organizations. Look to the continuing education "alums" as members.

I am particularly interested in learning how other people's careers have evolved and why. I am an attorney in a good job, but I lost contact with the"business" side of my education (MBA) when I went to law school, and I've never come back. Sometimes I wonder if I'm missing the boat.

Do a better job of making students feel a part of the college during their on-campus experience. Outreach (in ways variously defined) would be atremendous show of a spirit of inclusion and genuine concern. I am African American graduate of the college who proceeded to obtain a JD in 1991 andtransitioned to work in the capital markets (fixed income portfolio manager) for 12-years. I am currently practicing law and leveraging my institutionalinvestment background. I intend to endow a scholarship for the benefit of the College of LAS later this year.

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Phase 2CRM Appendices

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Appendix A: CRM Global vs. Local

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Appendix B: Importance of CRM to Stakeholders