Gartner Research

The Coming of Age for CRM in Higher Education

Published: 29 June 2015

ID: G00278819

Analyst(s): Terri-Lynn Thayer


Economic pressures and competition for students are just two of many forces driving higher education institutions to adopt CRM strategies and practices at all levels. CIOs who facilitate the use of technology to enable a student-centric culture will position their institutions for success.

Table Of Contents
  • Impacts


Impacts and Recommendations

  • An increasingly consumer-centric culture has heightened student service expectations for higher education institutions
    • Higher Education CRM Market Topology Is Complex
  • Increased competition for students is mandating that educational institutions develop more-effective student recruitment
  • High transfer rates, time to degree completion, drop-out rates and government interest in student outcomes are forcing higher education leaders to improve student retention
  • Interest in life-long learning presents opportunities to further engage alumni, but this requires higher levels of relationship management

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