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The unique characteristics of academic institutions can compound the difficulties, but colleges and universities that are serious about putting their strategy into action need to face this challenge head on.

The process of defining desired customer outcomes requires work, and that task is made more complicated for higher ed institutions because their services are often delivered over a course of years and extend across multiple areas, including academics, student housing, campus life, and job placement.

The focus on the customer is critical because it is the customer who defines the brand. Put simply, a college or university’s brand is what its customers—current and potential—perceive it to be. In the long run, retaining current customers and attracting new ones is far more important than maintaining the brand.

Sustaining Higher Ed is a monthly blog dedicated to helping college administrators and board trustees lead their organizations toward greater financial stability so they can stay on...

Sustaining Higher Ed is a monthly blog dedicated to helping college administrators and board trustees lead their organizations toward greater financial stability so they can stay on...

Look beyond universities to a wider community of partners that can help build and sustain relevant and engaging adult learning programs.

A thoughtful approach to integrating can minimize the friction that an expanded adult learning program might generate. Read more!

As the economic impacts of the pandemic continue to unfold, many adults will need to find work in new industries and will require new skills to do so. Read more.

As the population of traditional college and university students declines, institutions must seek new opportunities to grow and diversify revenues. Watch to learn more.

Cost containment is a short-term, tactical response to the COVID-19 pandemic. A comprehensive process for administrative redesign will be an investment that proves its worth over the long term. Download the ebook to learn more.

The repercussions of the COVID-19 pandemic are further compounded for universities affiliated with academic medical centers (AMCs), particularly those universities that own the AMC. Read more.

Sustaining Higher Ed is a monthly blog dedicated to helping college administrators and board trustees lead their organizations toward greater financial stability so they can stay on...