A CRM System in Education

As the education sector is developing dynamically, expectations regarding the management of schools and universities are increasing dramatically. Heads of educational institutions are often expected to do more with less resources. They must improve their facilities, change programmes, attract students, communicate with interested groups such as parents, ministries, government, etc. They are also required to provide strict accountability, which is time-consuming and requires large administrative resource. The digital age we live in is the reason why customer relationship management (CRM) systems for education are quickly becoming mainstream applications used by educational institutions, regardless of the latter’s size, location, and type. The successful management of a university requires an effective policy and monitoring system through data and information, and, for this purpose, countries around the world have invested significantly in collecting, processing, and managing more and better data through educational management information systems (EMIS), as well as additional management systems. This paper examines the experience gained so far from the use of CRM systems in higher education institutions. Its main purpose is to present the place and role of these systems in education by analyzing existing ones and their benefits.