The Pulse of Higher Ed

Perspectives on Online and Professional Education
from UPCEA’s Research and Consulting Experts

Customer Relationship Management Among Education Providers

Customer relationship management is a critical component of an education provider’s enrollment operations process. Increased competition and tightening budgets have led to a growing need for efficient and effective customer relationship management systems. Many education providers have developed external partnerships to meet this need. Helix Education and the University Professional and Continuing Education Association have partnered on a study of continuing education metrics to examine the enrollment operations and customer relationship management strategies of various education providers.

With student conversion being one of the primary drivers of enrollment operations, identifying the most effective actions in an education provider’s enrollment funnel is crucial. More than one third of respondents indicated that the action with the highest conversion rate is phone communication with an enrollment representative. In response to this metric, education providers should ensure that their teams have the necessary resources and training to quickly and effectively respond to inquiries by phone. Understanding this may allow them to use their enrollment operation’s resources more efficiently to increase conversion rates.

Summary of Key Findings

  • A significant portion of education providers (77%) are currently leveraging an external customer relationship management (CRM) system to help manage their enrollment operations.
  • The activity with the highest conversion in the respondent’s enrollment funnel is telephone communication with an enrollment representative (36%).
  • Eighty-eight percent of respondents reported their ability to contact an outbound inquiry within one day.

 

UPCEA Members: Click here to login to CORe to download the complete PDF of the report.

Not an UPCEA Member?: Call 202-659-3130 for more information.

Learn more about UPCEA's expert consultants

Do you need help with your PCO unit or campus? We can help. Contact UPCEA Research and Consulting for a brief consult. Email [email protected] or call us at 202-659-3130.

Trusted by the nation's top colleges and universities, UPCEA Research and Consulting provides the best value in the industry today. UPCEA's industry experts have years of experience in Online and Professional Continuing education - put them to work for you!

UPCEA Research and Consulting offers a variety of custom research and consulting options through an outcomes-focused pricing model. Find the option(s) that best suit your institution.

Learn more about UPCEA Research & Consulting


The UPCEA Difference

Unmatched Experience: For more than 100 years, UPCEA consultants have exclusively served the needs of online and professional continuing education programs. UPCEA consultants leverage their extensive industry expertise to expedite solutions, anticipate upcoming shifts, and offer distinct best practices, effectively aiding clients in achieving their goals.

Cost Effectiveness: As a nonprofit, member-serving organization, we provide unmatched value, allowing you to maximize limited research and consulting budgets.

Action in Motion: Our cadre of experienced, skilled authorities and expert practitioners propels you forward, translating research and consulting into impactful implementation, a distinctive hallmark of UPCEA. Our team of current and former institutional leaders will support you, turning research and consulting into action.

Mission Alignment: Like you, our mission is to enhance and expand educational opportunities and outcomes for adult and other non-traditional learners. We share your values and work in partnership with you to advance access and excellence in education.

Other UPCEA Updates + Blogs

UPCEA’s 2025 Online Education Benchmarking Report Provides Vital Data for University Leaders

Second annual study provides new KPI benchmarks around enrollments, finance, and budget, explores the impact of AI, and provides strategic recommendations for online leaders to thrive in these uncertain times.  WASHINGTON, D.C., ISSUED AUGUST 12, 2025…UPCEA, the online and professional education association, today announced the release of a new research report, “Benchmarking Online Enterprises: Insights…

Read More

How to Build Strong Employer Partnerships to Support Student Success

Now, possibly more than ever, it is critically important for colleges and universities to engage with employers for the benefit of our students. Higher education is facing an unprecedented time. The demographic cliff is upon us, the current political environment has led to policy whiplash and has upended funding sources for research. Our campuses have…

Read More

Artificial Intelligence is Non-Negotiable for Higher Education Marketing and Enrollment Management

Why Institutional Leaders Can No Longer Afford to Wait on AI adoption The clock is ticking for higher education institutions that haven’t fully embraced AI. What was once an experimental advantage in marketing and enrollment has quickly become an urgent necessity. AI has firmly established itself as an operational imperative across diverse industries, with the…

Read More

Congress Passes President Trump’s OBBB—Workforce Pell Included, but Higher Ed Gets $300 Billion Slash | Policy Matters (July 2025)

Major Updates Congress Passes President Trump’s OBBB—Workforce Pell Included, but Higher Ed Gets $300 Billion Slash President Trump’s newly signed One Big Beautiful Bill Act (OBBB) overhauls the federal approach to higher education policy. Short-term Pell advocates (of which UPCEA has been a long supporter) have something to be thankful for, as it opens Workforce…

Read More

Synchronizing Pathways: Advancing the National Dialogue on Credentials and Learning Mobility

Incubator grant supports critical work to align data practices and learning mobility frameworks to benefit today’s learners WASHINGTON July 31, 2025 – UPCEA, the online and professional education association, has launched a national initiative to advance credential transparency and learner mobility through improved data quality and institutional capacity-building. The project titled, “Synchronizing Pathways: Expanding Institutional…

Read More

Accelerating Institutional Capacity for Employer Engagement in Credential Innovation

As the future of work rapidly evolves, higher education institutions must accelerate their capacity to engage with employers—building bridges between learning and labor market relevance. At UPCEA, with support from Walmart, the world’s largest employer, we’ve undertaken two major initiatives to strengthen these bridges. The first project provided foundational benchmarking data, a practical playbook, and…

Read More

The Nation's Top Universities Choose UPCEA Research and Consulting

Informed decisions. Ideas that work. The data you need. Trusted by the top universities in the nation.