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Customer Relationship Management

The aim of Customer Relationship Management (CRM) is to establish, maintain, and develop mutually valuable long-term relationships between an organisation and its customers.

Successful CRM for universities, as with any organisation, relies upon having an effective customer-focused strategy, to which technology, people and processes are aligned. Such a strategy naturally extends to the entire range of a university’s customers and partners: across the student lifecycle from prospective applicant, student through to alumnus; as well as the management of interactions with other organisations such as research partners and commercial clients.

SUMS Consulting recognises the increasing importance of CRM within the higher education sector, and can provide a range of support for our members who are seeking to grow their capability in this area.

SUMS has developed a CRM Good Practice Guide which draws on our CRM consulting experience and our knowledge of successful CRM within the HE sector.