Education Technology - Crm In The Higher Education Market (Review Report)

Content

• Overview
• Catalyst
• Summary
• Executive Summary
  • Introduction
  • Priming the Pump for CRM in Higher Education (Market Focus)
  • Assessing the State of CRM Adoption Amongst Higher Education Institutions (Strategy Focus)
  • Building an Effective CRM Solution for the Higher Education Market (Technology Focus)
  • European Higher Education Spending on CRM, 2007 - 2012 (Databook)
  • US & Australian Higher Education Spending on CRM, 2007 - 2012 (Databook)
  • Priming The Pump For CRM In Higher Education (Market Focus)
  • Summary
  • The pump is primed for the rapid adoption of CRM in higher education
  • A gathering storm will drive the more pervasive institutional adoption of CRM
  • Shifts in the student landscape are making the management of relationships a strategic imperative
  • The number of students prepared for higher education will decline over the near-term
  • Meeting the preferences and expectations of tomorrow's students requires a new approach
  • Globalization is changing the competitive landscape for higher education
  • Doing more with the same or less is the new budgetary reality
  • Recent IT investments have put CRM within the reach of many institutions
  • Powerful factors may impede the more substantive adoption of CRM
  • Confusion persists in the market about what CRM is for higher education
  • The strategy elements of CRM present unique challenges to its implementation
  • Creating a 360 view of the student experience is not a "piece of cake"
  • A definition for CRM should be disseminated widely to reduce market confusion
  • CRM solutions must scale up and down easily
  • Vendors must demonstrate how their solutions provide value to institutions
  • Assessing the State of CRM Adoption Amongst Higher Education Institutions (Strategy Focus)
  • Summary
  • CRM is positioned to break free from its emergent status in higher education
  • Stakeholders from across the institution benefit from using CRM
  • Higher education's existing usage of CRM will set the stage for more substantive, future adoption
  • There are multiple targets for CRM within higher education institutions
  • Creating a 360 view of the student experiences drives an institution-wide CRM implementation
  • Geography strongly influences the rate of CRM adoption amongst institutions
  • Capturing the international student market will drive Australia's more widespread adoption of CRM
  • Changes in the UK institutional landscape will contribute to the CRM spending growth
  • The increasing popularity of institution-wide CRM implementations will drive US spending growth
  • The global higher education market supports a diverse array of CRM vendors
  • Risks and opportunities characterize the Australian higher education market
  • UK higher education institutions choose from a broad set of CRM vendors
  • There is a cacophony of CRM vendors in the US higher education market
  • Future opportunities will arise from both new and expanded CRM installations
  • Different higher education markets require different CRM solutions
  • CRM vendors should prepare for a shifting competitive landscape
  • Building an Effective CRM Solution for the Higher Education Market (Technology Focus)
  • Summary
  • Higher education institutions have unique requirements of CRM solutions
  • The institutional IT infrastructure poses unique challenges for CRM solutions
  • Integration and interoperability are central to an effective CRM solution
  • CRM depends on analytics which in turn depends on integration and interoperability
  • Outside in or inside out - institutions have two options when adding a CRM solution
  • The most effective solutions support the entire student lifecycle
  • CRM solutions must support a diverse array of institutional stakeholders
  • An internal institutional audience requires specific functionality
  • Configurability offers institutions the flexibility to create a customized look and feel
  • USAbility increases the likelihood of widespread adoption
  • Role-based views of the solution enable end users to use it more effectively
  • Automated workflows help end users to be more productive
  • Professional services aide in the creation of a robust CRM strategy
  • Millennial and non-traditional students are pushing the envelop for CRM functionality
  • Students are drawn to a customized institutional experience
  • Self-service functionality is core to an appealing CRM solution
  • Multi-channel capabilities enable institutions to communicate with students more effectively
  • A note on communications' resistance
  • The competitive landscape for CRM is comprised of a broad set of vendors
  • Niche vendors support discrete departmental processes
  • Nimble horizontal vendors bring robust functionality to higher education
  • Large software vendors bring the stack together into a complete solution
  • Institutions will increasingly adopt more sophisticated CRM functionality
  • The boundaries will blur between CRM and other mission-critical applications
  • Growing market maturity will tighten the CRM competitive landscape
  • European Higher Education Spending on CRM, 2007 - 2012 (Databook)
  • Introduction
  • Definitions
  • Total spending by higher education institutions in France on CRM, 2006 - 2012
  • Higher education spending in France on CRM by IT segment, 2006 - 2012
  • Total spending by higher education institutions in Germany on CRM, 2006 - 2012
  • Higher education spending in Germany on CRM by IT segment, 2006 - 2012
  • Total spending by higher education institutions in the UK on CRM, 2006 - 2012
  • Higher education spending in the UK on CRM by IT segment, 2006 - 2012
  • US & Australian Spending on CRM, 2007 - 2012 (Databook)
  • Introduction
  • Total spending by US higher education institutions on CRM, 2006 - 2012
  • US higher education spending on CRM by IT segment, 2006 - 2012
  • Total spending by Australian higher education institutions on CRM, 2006 - 2012
  • Australian higher education spending on CRM by IT segment, 2006 - 2012
• Appendix
  • Abbreviations
  • Definitions
  • Methodology
  • References
  • Further reading
  • Ask the analyst
  • Datamonitor consulting
  • Disclaimer
• List of Tables
  • Table 1: CRM definitions
  • Table 2: Total spending by higher education institutions in France on CRM, 2006 - 2012
  • Table 3: Higher education spending in France on CRM by IT segment, 2006 - 2012
  • Table 4: Total spending by higher education institutions in Germany on CRM, 2006 - 2012
  • Table 5: Higher education spending in Germany on CRM by IT segment, 2006 - 2012
  • Table 6: Total spending by higher education institutions in the UK on CRM, 2006 - 2012
  • Table 7: Higher education spending in the UK on CRM by IT segment, 2006 - 2012
  • Table 8: Total spending by US higher education institutions on CRM, 2006 - 2012
  • Table 9: US higher education spending on CRM by IT segment, 2006 - 2012
  • Table 10: Total spending by Australian higher education institutions on CRM, 2006 - 2012
  • Table 11: Australian higher education spending on CRM by IT segment, 2006 - 2012
• List of Figures
  • Figure 1: Secondary school graduates are forecasted to decline in 2010
  • Figure 2: The effectiveness of the admission funnel depends on a sufficient number of prospective students
  • Figure 3: The millennial generation turns to the Internet first for information and relationships
  • Figure 4: While the US dominates, other countries still have key positions in the international student market
  • Figure 5: CRM uptake will trail the upgrade cycle for ERP & SIS solutions
  • Figure 6: Data must persist across the entire student lifecycle
  • Figure 7: There is broad uptake of CRM in the higher education market
  • Figure 8: Total spending by Australian higher education institutions on CRM, 2006 - 2012
  • Figure 9: Total spending by higher education institutions in the UK on CRM, 2006 - 2012
  • Figure 10: Total spending by US higher education institutions on CRM, 2006 - 2012
  • Figure 11: A small number of vendors represent the CRM competitive landscape in Australia
  • Figure 12: UK higher education institutions choose from a broad set of CRM vendors
  • Figure 13: There is a cacophony of CRM vendors in the US higher education market
  • Figure 14: Using student data from multiple sources is the cornerstone to effective CRM
  • Figure 15: The most value is realized from adopting CRM solutions that support the entire student lifecycle
  • Figure 16: Institutional end users have unique requirements of CRM solutions
  • Figure 17: The emerging CRM market supports a diverse set of vendors
  • Figure 18: Total spending by higher education institutions in France on CRM, 2006 - 2012
  • Figure 19: Higher education spending in France on CRM by IT segment, 2006 - 2012
  • Figure 20: Total spending by higher education institutions in Germany on CRM, 2006 - 2012
  • Figure 21: Higher education spending in Germany on CRM by IT segment, 2006 - 2012
  • Figure 22: Total spending by higher education institutions in the UK on CRM, 2006 - 2012
  • Figure 23: Higher education spending in the UK on CRM by IT segment, 2006 - 2012
  • Figure 24: Total spending by US higher education institutions on CRM, 2006 - 2012
  • Figure 25: US higher education spending on CRM by IT segment, 2006 - 2012
  • Figure 26: Total spending by Australian higher education institutions on CRM, 2006 - 2012
  • Figure 27: Australian higher education spending on CRM by IT segment, 2006 - 2012