Higher education CRM (customer relationship management) systems are used by colleges and universities to manage relationships with students, alumni, donors, and other stakeholders. According to Wikipedia, “CRM is a term that refers to practices, strategies, and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving customer relationships and business outcomes.”
In the context of higher education, CRM systems can help institutions improve communication and engagement with students, streamline processes related to admissions, fundraising, and alumni relations, and gain insights from data on student and donor behavior.
However, implementing a CRM system in a higher education setting can be complex and requires careful planning and consideration of the unique needs and goals of the institution. In this blog post, we will explore the key features and benefits of higher education CRM software, provide case studies of successful implementations, and offer tips for choosing and implementing a CRM system in a higher education institution.
What is a Higher Education CRM?
A higher education CRM is a specialized type of customer relationship management system that is designed specifically for the needs of colleges and universities. Like traditional CRM systems, higher education CRMs allow institutions to manage and track interactions with students, alumni, donors, and other stakeholders, and to analyze data on these relationships in order to improve communication and engagement.
However, higher education CRMs offer a range of additional features and functionalities that are tailored to the unique needs of higher education institutions. These may include:
- Admissions management: Higher education CRMs can help institutions manage the admissions process, including tracking and organizing applications, communicating with applicants, and analyzing admissions data.
- Fundraising and donor management: Higher education CRMs can assist with fundraising efforts by tracking and organizing donor information, managing donation campaigns, and analyzing fundraising data.
- Alumni relations: Higher education CRMs can help institutions stay connected with alumni by managing communication and engagement, organizing events, and tracking alumni data.
- Student success and retention: Higher education CRMs can assist with student success and retention efforts by providing tools for tracking student progress, identifying at-risk students, and analyzing student data.
- Social media integration: Higher education CRMs may offer integration with social media platforms, allowing institutions to manage and track social media interactions with students, alumni, and other stakeholders.
According to Gartner, “Higher education CRM solutions provide institutions with a single source of truth for constituent data, allowing staff to track interactions, document important information and analyze trends in order to better serve students, alumni and other key constituents.”
Benefits of Using a Higher Education CRM
Higher education CRM systems can provide a range of benefits to colleges and universities, including:
- Improved communication and engagement with students: Higher education CRMs can help institutions manage and track communication with students, enabling them to send personalized messages and notifications, and to respond quickly to student inquiries and concerns. This can help improve student satisfaction and retention.
- Increased efficiency in managing relationships: Higher education CRMs can streamline processes related to admissions, fundraising, and alumni relations, freeing up staff time and resources for other tasks.
- Better data management and analysis: Higher education CRMs can provide a centralized location for storing and organizing data on students, alumni, donors, and other stakeholders. This can help institutions gain insights from the data and make informed decisions about how to best serve these groups.
- Enhanced security and privacy: Higher education CRMs often include robust security and privacy features to protect sensitive student and donor data.
According to Eduventures, “CRM systems can support student retention, fundraising, and alumni relations, and can enhance an institution’s ability to stay connected with students throughout their academic and professional careers.”.
In addition, a study by the University of Massachusetts found that “CRM adoption can lead to increased efficiency and effectiveness in fundraising, as well as improved data management and analysis capabilities.”
Case Studies
There are many higher education institutions that have successfully implemented CRM systems and seen positive results. Here are a few examples:
- The University of Massachusetts (UMass) implemented a CRM system to improve fundraising and alumni relations, and to gain insights from data on donor behavior. According to a case study by the University of Massachusetts, “UMass has seen a significant increase in fundraising efficiency and effectiveness, as well as improved data management and analysis capabilities.”
- The University of South Carolina (USC) implemented a CRM system to improve communication and engagement with students, and to streamline admissions processes. According to a case study by the University of South Carolina, “The CRM has allowed the university to personalize communication with applicants, streamline processes, and improve the overall applicant experience.”
- The University of North Carolina (UNC) implemented a CRM system to manage fundraising efforts and to improve data management and analysis capabilities. According to a case study by the University of North Carolina, “The CRM has helped UNC streamline fundraising processes, increase the efficiency of gift processing, and gain insights from data on donor behavior.”
These case studies demonstrate the benefits that higher education CRM systems can provide, including improved communication and engagement with students, increased efficiency in managing relationships, and better data management and analysis.
Tips for Choosing and Implementing a Higher Education CRM
When choosing and implementing a higher education CRM, it is important to consider the following factors:
- Align with institutional goals and needs: It is important to choose a CRM system that aligns with the specific goals and needs of the institution. This may include features related to admissions, fundraising, alumni relations, student success, or other areas.
- User-friendliness and adoption: It is important to choose a CRM system that is user-friendly and easy to use, as this will encourage staff adoption and ensure that the system is being used to its full potential.
- Integration with existing systems: It is important to choose a CRM system that can integrate with the institution’s existing systems, such as its student information system or fundraising database. This will help ensure that the CRM is able to seamlessly exchange data with these systems.
- Data security and privacy: It is important to choose a CRM system that has robust security and privacy features to protect sensitive student and donor data.
- Training and support: It is important to choose a CRM vendor that provides comprehensive training and support to ensure that staff are able to effectively use the system.
To successfully implement a higher education CRM, it is important to follow a structured process that includes the following steps:
- Define the goals and objectives of the CRM implementation.
- Gather requirements and select a CRM system that meets the institution’s needs.
- Plan the implementation, including data migration, system integration, and user training.
- Test the CRM system to ensure that it is working correctly.
- Go live with the CRM system and monitor its performance.
- Continuously evaluate and optimize the CRM system to ensure it is meeting the needs of the institution.
According to Gartner, “Successful higher education CRM initiatives are those that are well-planned, well-executed, and continuously optimized.”
By following these tips and best practices, higher education institutions can successfully choose and implement a CRM system that meets their unique needs and helps them achieve their goals.
5 best Higher Education CRM solutions
Here are five CRM solutions that are popular in the higher education sector:
- Salesforce: Salesforce is a well-known CRM platform that offers a range of features and functionality for higher education institutions, including tools for admissions management, fundraising, and student success. (https://www.salesforce.com/products/education/)
- Blackbaud: Blackbaud is a leading provider of CRM solutions for the nonprofit sector, including higher education. The company offers a range of solutions for admissions, fundraising, and alumni relations. (https://www.blackbaud.com/higher-education)
- Ellucian: Ellucian is a provider of higher education software and services, including CRM solutions. The company’s CRM platform offers tools for admissions, fundraising, and student success. (https://www.ellucian.com/solutions/crm/)
- Campus Management: Campus Management is a provider of CRM solutions for higher education institutions. The company’s CRM platform offers tools for admissions, fundraising, and student success. (https://www.campusmanagement.com/products/crm/)
- Jenzabar: Jenzabar is a provider of CRM solutions for higher education institutions. The company’s CRM platform offers tools for admissions, fundraising, and student success, as well as integration with the company’s other higher education software solutions. (https://www.jenzabar.com/solutions/crm/)
It is important for higher education institutions to carefully evaluate the features and functionality of these and other CRM solutions in order to choose the one that best meets their needs and goals.
Leveraging Higher Education CRM Systems for Improved Communication, Efficiency, and Insights
Higher education CRM (customer relationship management) systems can provide a range of benefits to colleges and universities, including improved communication and engagement with students, increased efficiency in managing relationships, and better data management and analysis. By implementing a CRM system, higher education institutions can streamline processes related to admissions, fundraising, and alumni relations, and gain insights from data on student and donor behavior.
When choosing and implementing a higher education CRM, it is important to align the system with the institution’s goals and needs, ensure that it is user-friendly and easy to adopt, consider system integration with existing systems, prioritize data security and privacy, and provide training and support to staff. By following these tips and best practices, higher education institutions can successfully implement a CRM system that meets their unique needs and helps them achieve their goals.
Overall, higher education CRM systems can be a valuable tool for colleges and universities seeking to improve communication and engagement with students, streamline processes, and gain insights from data. By carefully evaluating their needs and choosing the right CRM solution, higher education institutions can achieve these goals and drive success for their students and stakeholders.
