As I said in my last Blog, the notion of deciding what CRM is or what CRM can do… is not easy especially in the context of higher education. Consider that when you Google “What is CRM?” about 21,000,000 results are returned. Yes CRM has been around for years in the commercial sector and has been criticized for over promising and under delivering… and for being over hyped and over priced. And no doubt much of that criticism is justified. And for higher education institutions… this is actually very good news indeed. Because HEI’s have generally been followers on initiatives like CRM, the mistakes of the past in the commercial market can be avoided (hopefully). A fundamental starting point then is defining what you want CRM to accomplish… both now and in the future. And it’s critical to recognize that CRM is a journey and not a destination. Consider a Harvard Business Review article; CRM Done Right. “A wide range of companies are successfully taking a pragmatic, disciplined approach to CRM. Rather than use it to transform entire businesses, they’ve directed their investments toward solving clearly defined problems within their customer relationship cycle.” Read More
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