Decision Matrix: Selecting a CRM vendor in the higher education market (Competitor Focus)

This report provides a comparative analysis of the leading CRM vendors in the higher education market in order to help institutions select a CRM solution based on its technology strength, reputation amongst end users and ability to influence the market.



Report Highlights
By combining robust corporate-sector CRM technology with extensive market influence in higher education, Oracle is as an important leader in the market.

SunGard Higher Education's overwhelming market impact, positive perception amongst end users and advanced solution functionality make it as leading CRM vendor.

While smaller than their competitors, cutting-edge solutions and strong reputations in the market helped to position RightNow Technology and Talisma as shortlist vendors.


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DATAMONITOR VIEW 1
CATALYST 1
SUMMARY 1
METHODOLOGY 2
MARKET DEVELOPMENTS 4
The competitive landscape for CRM in higher education is on the cusp of dramatic change 4
The CRM in Higher Education Decision Matrix 7
Oracle has brought cutting-edge CRM functionality to the higher education market 9
While a relative newcomer to higher education, RightNow Technologies is building momentum 9
SunGard Higher Education’s Banner Enrollment Management Suite will change the competitive landscape 9
Talisma balances leading technology with strong industry expertise 10
MARKET LEADERS 11
Market leaders: Technology Assessment 11
Market leaders: User sentiment 12
Market leaders: Market Impact 14
VENDOR ANALYSIS 16
Campus Management: CRM in Higher Education Radars 16
Recommendation: Consider 17
Hobsons’ EMT: CRM in Higher Education Radars 18
Recommendation: Explore 19
Intelliworks: CRM in Higher Education Radars 20
Recommendation: Explore 21
Jenzabar: CRM in Higher Education Radars 22
Recommendation: Explore 23
Oracle: CRM in Higher Education Radars 24
Recommendation: Shortlist 25
RightNow Technologies: CRM in Higher Education Radars 26
Recommendation: Shortlist 27
SAP: CRM in Higher Education Radars 28
Recommendation: Consider 29
SunGard Higher Education: CRM in Higher Education Radars 30
Recommendation: Shortlist 31
Talisma: CRM in Higher Education Radars 32
Recommendation: Shortlist 33
APPENDIX 34
Definitions 34
Datamonitor Ratings 34
Extended methodology 34
Technology 34
User sentiment 35
Market Impact 36
Further reading 36
Ask the analyst 37

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