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CRM in Higher EducationProduct Type: Market Research ReportPublished by: Datamonitor Published: March 2005 Product Code: R313-8249 Description IntroductionInstitutions of higher education are increasingly viewing students as customers they need to serve. CRM technologies targeted at higher education allow institutions to build strong relationships with students and other constituents. Based on a survey of 100 US higher education institutions, this Datamonitor document analyzes the market opportunity for CRM vendors in US higher education. Scope 100 phone-based interviews with higher education institutions Sample included a cross-section of institutions by type, control, organization and size Respondents were senior IT decision-makers Profiles a selection of CRM vendors and their higher education offerings Highlights Despite growing financial pressure, institutions of higher education are increasing their spending on CRM. Institutions overwhelmingly agree that current students are their primary constituents. In order to support current and prospective students, institutions identified admissions & enrolment, student services, and financial aid as the areas driving CRM investment. Successful CRM strategies will mimic the student lifecycle by strengthening relationships with candidates, students, and alumni. Reasons to Purchase Enhance your messaging with current, in-depth information on the higher education market Tailor your CRM solutions strategy to address specific pain points facing higher education institutions Benchmark your company relative to vendors already supplying CRM to higher education Table of Contents TABLE OF CONTENTSCHAPTER 1 EXECUTIVE SUMMARY 3 Introduction 3 Market context 4 Competitor dynamics 4 The future decoded 5 CHAPTER 2 MARKET CONTEXT 9 Introduction 9 Key findings 9 The need for IT in higher education 11 Translating CRM for higher education institutions 13 Drivers of CRM investment in higher education 17 Inhibitors of CRM investment in higher education 20 CHAPTER 3 COMPETITIVE DYNAMICS 21 Introduction 21 Key findings 22 Vendor assessment 23 Profiles of selected CRM for higher education vendors 23 SAP 23 Oracle / PeopleSoft 24 Talisma 25 Jenzabar 25 SunGardSCT 26 Datatel 26 What vendors need to know 27 Use hard targets when discussing ROI 27 Institutions are wary of outsourcing 27 Be prepared for slow decisions 28 CHAPTER 4 THE FUTURE DECODED 29 Introduction 29 Adoption of CRM will mimic the student lifecycle 29 CRM investment by higher education will likely grow, but not aggressively 30 Conclusions 30 CHAPTER 5 APPENDIX 32 Supplementary data 32 Research methodology 32 References 32 Future readings 32 SPP writing team 33 How to contact experts in your industry 34 LIST OF FIGURES Figure 1: Higher education IT spending in the US ($bn), 2004-2008 13 Figure 2: The main functions of CRM in higher education institutions 14 Figure 3: Development of CRM should follow the student lifecycle 15 Figure 4: Institutions of higher education must manage many relationships 16 Figure 5: Vendor assessment 23 |
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