Building an Effective CRM Solution for the Higher Education Market (Technology

Building an Effective CRM Solution for the Higher Education Market (Technology Focus)

Published Date: September 2007

Published By: Datamonitor

Page Count: 16

Order Code: R313-25972

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DATAMONITOR VIEW: CATALYST; SUMMARY; ANALYSIS; The pump is primed for CRM in the higher education market; A gathering storm will drive the more pervasive institutional adoption of CRM; Powerful factors may impede the more substantive adoption of CRM; Higher education institutions have unique requirements of CRM solutions; The institutional IT infrastructure poses unique challenges for CRM solutions; Integration and interoperability are central to an effective CRM solution; CRM depends on analytics which in turn depends on integration and interoperability; Outside in or inside out - institutions have two options when adding a CRM solution; The most effective solutions support the entire student lifecycle; CRM solutions must support a diverse array of institutional stakeholders; An internal institutional audience requires specific functionality; Configurability offers institutions the flexibility to create a customized look and feel; Usability increases the likelihood of widespread adoption; Role-based views of the solution enable end users to use it more effectively; Automated workflows help end users to be more productive; Professional services aide in the creation of a robust CRM strategy; Millennial and non-traditional students are pushing the envelop for CRM functionality; Students are drawn to a customized institutional experience; Self-service functionality is core to an appealing CRM solution; Multi-channel capabilities enable institutions to communicate with students more effectively; A note on communications' resistance; The competitive landscape for CRM is comprised of a broad set of vendors; Niche vendors support discrete departmental processes; Nimble horizontal vendors bring robust functionality to higher education; Large software vendors bring the stack together into a complete solution; ACTIONS; Institutions will increasingly adopt more sophisticated CRM functionality; The boundaries will blur between CRM and other mission-critical applications; Growing market maturity will tighten the CRM competitive landscape
APPENDIX: Abbreviations; Definitions; Methodology; Further reading; Ask the analyst; Datamonitor consulting; Disclaimer
List of Figures: Figure 1: Using student data from multiple sources is the cornerstone to effective CRM; Figure 2: The most value is realized from adopting CRM solutions that support the entire student lifecycle; Figure 3: Institutional end users have unique requirements of CRM solutions; Figure 4: The emerging CRM market supports a diverse set of vendors