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Increased competition amongst universities for talent and resources is forcing many to reconsider the mechanisms they use to attract and retain qualified students. Institutions are also looking to improve relationships with alumni who can be a significant source of financial support and resources. Customer Relationship Management (CRM) applications empower institutions of higher learning to better manage their most important resource, their students (prospects, actively enrolled and alumni).

Designing Around the Student

CRM in higher education is not simply an application or technology, it is a strategy. The core idea behind a CRM strategy is that the student is the center of all business operations. It ties together the information, systems, policies, processes, and employees of an institution with a view to attract and retain qualified students. CRM applications and technologies are not ends in themselves, but rather the means used to implement, in this case, a student-centric business strategy which integrates marketing, sales and service technologies into a student-centric lifecycle.

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1 Comment

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    Rory O'Neill | 12-16-2014

    Consider making updates to this report. Intelliworks is now Hobsons. Datatel and SunGard higher Education are now Ellucian. Delivering CRM under Software as a Service (SaaS) has matured to the point that all vendors offer that configuration, including integration to customer-premise services and information systems. TargetX and Enrollment Rx are current examples of higher education CRM built on the platform by Salesforce.


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