Education Technology - CRM in the Higher Education Market (Review Report): Industry

Education Technology - CRM in the Higher Education Market (Review Report)

Published Date: September 2007

Published By: Datamonitor

Page Count: 60

Order Code: R313-25984

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Overview: Catalyst; Summary
EXECUTIVE SUMMARY: Introduction; Priming the Pump for CRM in Higher Education (Market Focus); Assessing the State of CRM Adoption Amongst Higher Education Institutions (Strategy Focus); Building an Effective CRM Solution for the Higher Education Market (Technology Focus); European Higher Education Spending on CRM, 2007 - 2012 (Databook); US & Australian Higher Education Spending on CRM, 2007 - 2012 (Databook); Table of Contents; Table of figures; Table of tables; Priming The Pump For CRM In Higher Education (Market Focus); Summary; The pump is primed for the rapid adoption of CRM in higher education; A gathering storm will drive the more pervasive institutional adoption of CRM; Shifts in the student landscape are making the management of relationships a strategic imperative; The number of students prepared for higher education will decline over the near-term; Meeting the preferences and expectations of tomorrow's students requires a new approach; Globalization is changing the competitive landscape for higher education; Doing more with the same or less is the new budgetary reality; Recent IT investments have put CRM within the reach of many institutions; Powerful factors may impede the more substantive adoption of CRM; Confusion persists in the market about what CRM is for higher education; The strategy elements of CRM present unique challenges to its implementation; Creating a 360° view of the student experience is not a ""piece of cake""; A definition for CRM should be disseminated widely to reduce market confusion; CRM solutions must scale up and down easily; Vendors must demonstrate how their solutions provide value to institutions; Assessing the State of CRM Adoption Amongst Higher Education Institutions (Strategy Focus); Summary; CRM is positioned to break free from its emergent status in higher education; Stakeholders from across the institution benefit from using CRM; Higher education's existing usage of CRM will set the stage for more substantive, future adoption; There are multiple targets for CRM within higher education institutions; Creating a 360° view of the student experiences drives an institution-wide CRM implementation; Geography strongly influences the rate of CRM adoption amongst institutions; Capturing the international student market will drive Australia's more widespread adoption of CRM; Changes in the UK institutional landscape will contribute to the CRM spending growth; The increasing popularity of institution-wide CRM implementations will drive US spending growth; The global higher education market supports a diverse array of CRM vendors; Risks and opportunities characterize the Australian higher education market; UK higher education institutions choose from a broad set of CRM vendors; There is a cacophony of CRM vendors in the US higher education market; Future opportunities will arise from both new and expanded CRM installations; Different higher education markets require different CRM solutions; CRM vendors should prepare for a shifting competitive landscape; Building an Effective CRM Solution for the Higher Education Market (Technology Focus); Summary; 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; 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; European Higher Education Spending on CRM, 2007 - 2012 (Databook); Introduction; Definitions; Total spending by higher education institutions in France on CRM, 2006 - 2012; Higher education spending in France on CRM by IT segment, 2006 - 2012; Total spending by higher education institutions in Germany on CRM, 2006 - 2012; Higher education spending in Germany on CRM by IT segment, 2006 - 2012; Total spending by higher education institutions in the UK on CRM, 2006 - 2012; Higher education spending in the UK on CRM by IT segment, 2006 - 2012; US & Australian Spending on CRM, 2007 - 2012 (Databook); Introduction; Total spending by US higher education institutions on CRM, 2006 - 2012; US higher education spending on CRM by IT segment, 2006 - 2012; Total spending by Australian higher education institutions on CRM, 2006 - 2012; Australian higher education spending on CRM by IT segment, 2006 - 2012
APPENDIX: Abbreviations; Definitions; Methodology; References; Further reading; Ask the analyst; Datamonitor consulting; Disclaimer
List of Tables: Table 1: CRM definitions; Table 2: Total spending by higher education institutions in France on CRM, 2006 - 2012; Table 3: Higher education spending in France on CRM by IT segment, 2006 - 2012; Table 4: Total spending by higher education institutions in Germany on CRM, 2006 - 2012; Table 5: Higher education spending in Germany on CRM by IT segment, 2006 - 2012; Table 6: Total spending by higher education institutions in the UK on CRM, 2006 - 2012; Table 7: Higher education spending in the UK on CRM by IT segment, 2006 - 2012; Table 8: Total spending by US higher education institutions on CRM, 2006 - 2012; Table 9: US higher education spending on CRM by IT segment, 2006 - 2012; Table 10: Total spending by Australian higher education institutions on CRM, 2006 - 2012; Table 11: Australian higher education spending on CRM by IT segment, 2006 - 2012
List of Figures: Figure 1: Secondary school graduates are forecasted to decline in 2010; Figure 2: The effectiveness of the admission funnel depends on a sufficient number of prospective students; Figure 3: The millennial generation turns to the Internet first for information and relationships; Figure 4: While the US dominates, other countries still have key positions in the international student market; Figure 5: CRM uptake will trail the upgrade cycle for ERP & SIS solutions; Figure 6: Data must persist across the entire student lifecycle; Figure 7: There is broad uptake of CRM in the higher education market; Figure 8: Total spending by Australian higher education institutions on CRM, 2006 - 2012; Figure 9: Total spending by higher education institutions in the UK on CRM, 2006 - 2012; Figure 10: Total spending by US higher education institutions on CRM, 2006 - 2012; Figure 11: A small number of vendors represent the CRM competitive landscape in Australia; Figure 12: UK higher education institutions choose from a broad set of CRM vendors; Figure 13: There is a cacophony of CRM vendors in the US higher education market; Figure 14: Using student data from multiple sources is the cornerstone to effective CRM; Figure 15: The most value is realized from adopting CRM solutions that support the entire student lifecycle; Figure 16: Institutional end users have unique requirements of CRM solutions; Figure 17: The emerging CRM market supports a diverse set of vendors; Figure 18: Total spending by higher education institutions in France on CRM, 2006 - 2012; Figure 19: Higher education spending in France on CRM by IT segment, 2006 - 2012; Figure 20: Total spending by higher education institutions in Germany on CRM, 2006 - 2012; Figure 21: Higher education spending in Germany on CRM by IT segment, 2006 - 2012; Figure 22: Total spending by higher education institutions in the UK on CRM, 2006 - 2012; Figure 23: Higher education spending in the UK on CRM by IT segment, 2006 - 2012; Figure 24: Total spending by US higher education institutions on CRM, 2006 - 2012; Figure 25: US higher education spending on CRM by IT segment, 2006 - 2012; Figure 26: Total spending by Australian higher education institutions on CRM, 2006 - 2012; Figure 27: Australian higher education spending on CRM by IT segment, 2006 - 2012

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