CRM in Higher Education

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CRM in Higher Education
Market Report, March 2005, 1836 €

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.Scope100 phone-based interviews with higher education institutionsSample included a cross-section of institutions by type, control, organization and sizeRespondents were senior IT decision-makersProfiles a selection of CRM vendors and their higher education offeringsHighlightsDespite 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 PurchaseEnhance your messaging with current, in-depth information on the higher education marketTailor your CRM solutions strategy to address specific pain points facing higher education institutionsBenchmark your company relative to vendors already supplying CRM to higher education

Sommaire

TABLE OF CONTENTS

CHAPTER 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