Portals: A Framework for Customer Centered Resources


Student portals, faculty portals, alumni portals, continuing education portals--what's wrong with this picture? The emergence of portal technology, along with related back-end systems including e-commerce and exchanges, offers an opportunity to tailor and personalize the relationship between an educational institution and its many clientele. At the University of Washington we are working with a deceptively simple model to fit the many pieces together in a way that puts the customer at the center of our view and focuses our energies on keeping and strengthening our relationships over a lifetime. We will describe the model and the concepts behind it, and present the results of work to date.

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