SOURCE: Campus Management

Campus Management

January 19, 2016 08:00 ET

Higher Education CRM Most Effective When Expanded Throughout Student Lifecycle, According to New Campus Management Research

BOCA RATON, FL--(Marketwired - January 19, 2016) -  Campus Management Corp., a leading provider of enterprise software products and services for higher education, announced today the conclusion of an analysis of North American higher education client institutions, identifying two separate and distinct CRM selection, implementation and expansion paths -- a domain-based approach and lifecycle-based approach. 

As part of its research, Campus Management delved into the factors influencing how institutions choose their CRM solution, plan their implementation and feature utilization, and map a broader expansion strategy. 

The study revealed that the majority of institutions expand CRM in a domain-based approach, focusing on a limited functional area (e.g., undergraduate admissions, graduate career services), in which teams are typically operating CRM in a self-directed fashion. The autonomy that teams and departments have in highly decentralized institutions ultimately helps to propel the rollout, adoption, and expansion process for those more narrowly defined areas leveraging CRM. In this model, a specific program or department will purchase the CRM in an isolated fashion to support its specific needs as it sees fit. This approach reduces implementation and adoption times within that specific domain which results in a more immediate impact on its constituency, despite the fact that it can also create process and data silos.

Other schools expand via a lifecycle-based approach which is geared toward utilizing CRM for all facets of constituent engagement and interaction across the student lifecycle (e.g., through all student processes: recruiting through alumni relations) which demonstrates improved overall CRM program metrics when compared to the domain-based approach. The lifecycle-based approach creates continuity for how schools engage and communicate with students throughout the student lifecycle, resulting in a positive downstream impact on both engagement and retention. While this approach may provide a more consistent experience for the student, change management and political issues across the CRM teams often have a big impact on this expansion model. Thus, commitment and involvement among senior leaders to facilitate change and adoption is critical. When this exists, the lifecycle approach can bring with it more favorable and widespread CRM program metrics relative to the domain approach.

"It's undeniable that implementing a CRM solution allows an institution to increase efficiencies and streamline operations, but the manner in which CRM is deployed affects how deeply that system is integrated into the overall institution and the extent to which benefits are realized across the student population," said Jason Soffer, Campus Management, Product Marketing Manager. "CRM selection and expansion is not a one-size-fits-all process. One approach is not necessarily better than the other. Institutions should plan selection and expansion based upon their dynamics and culture in order to maximize the value of their CRM program."

To learn more about the survey and its findings, please visit this page: http://www.campusmanagement.com/CRM-industry-research

About Campus Management Corp.
Campus Management is a leading provider of software, strategies and services which enable institutions of higher education to offer dynamic models of engagement and delivery. Over the past 27 years, Campus Management has supported higher education, both proprietary and traditional institutions, as well as foundations and other organizations through its cutting-edge student information system; constituent relationship management (CRM) software; and finance, human resources and payroll solutions.

Campus Management's solutions are specifically designed to provide institutions the flexibility they need to compete in the ever-changing higher education landscape by offering products that support changes in education delivery, recruitment, financial aid, finance, human resources, payroll, and regulatory compliance. Today, more than 2,000 campuses in 18 countries utilize Campus Management to unite campuses and workflows, improve student outcomes and achieve goals.

Contact Information