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Institutions have made great strides with CRM adoption to support the work of key departments, particularly admissions and alumni affairs. These implementations have helped increase efficiency and provide more targeted communications. However, in order to transform the student experience, enable market differentiation, and do it cost effectively, they need to move to more holistic or enterprise-wide approaches to CRM that better mirror the student lifecycle.


  • Create a business plan for institution-wide CRM and then campaign for its adoption
  • Involve more stakeholders on a regular basis
  • Think beyond the pilot and design a long-term engagement strategy

Features and Benefits

  • Offers concrete recommendations on how institutions can increase the likelihood their CRM initiative is successful
  • Provides examples of how other institutions have tackled different aspects of creating a system of student engagement
  • Recommends which CRM features and functionality are necessary for creating a system of engagement

Key questions answered

  • What is considered 'best practice' when implementing CRM in higher education?
  • What are the characteristics of solutions best suited for the higher education industry?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for institutions

Creating a holistic system of student engagement

  • Relationships drive the student journey
  • The student experience differentiates colleges and universities
  • A system of student engagement is required for today…and tomorrow


  • Methodology
  • Further reading
  • Author

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