According to the IT research and advisory of IT scholars, a CRM (Customer Relationship Management), is not only the technology but also “a business strategy that has primary objectives of optimizing profitability and revenue, improving customer satisfaction and promoting customer-centric processes.” In other words, a CRM for higher education enables institutions to keep their stakeholder’s information up-to-date by facilitating and tracking every interaction the university has with them across different platforms, no matter where they are in the world. It is designed to help staff by simplifying their workflow and in turn, improving their relationships with students. The outcome? Increased…