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Institutions such as Pepperdine University are increasingly implementing CRM on an institution-wide basis to fulfill the diverse needs of a complex academic community more comprehensively.


  • Pepperdine needed to deliver a higher-quality, cost-effective student experience to compete in the higher education market.
  • A move toward a single CRM deployment was necessary to create a student lifecycle approach to relationship management.
  • TargetX became a valuable CRM partner for Pepperdine and invested in the institution's success.

Features and Benefits

  • Assesses how an institution-wide CRM initiative can meet the evolving needs of the higher education industry.
  • Learn what an institution-wide CRM implementation would like and how to achieve similar results to Pepperdine University.

Key questions answered

  • Why did Pepperdine University move toward implementing CRM on an institution-wide basis?
  • What should institutions consider when devising a CRM strategy?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages

Recommendations for higher education

  • Recommendations for institutions
  • Recommendations for vendors

Using CRM to improve the student experience

  • Setting the business context
  • The role of ICT/services in solving the problem

Lessons learned

  • Create a business plan for institution-wide CRM
  • Involve more stakeholders on a regular basis
  • Future-proof your CRM solution


  • Methodology
  • Further reading
  • Author

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