The small college enrollment officer: relationship marketing at work

Abstract

Prospective college students regularly read in promotional literature that the college experience is personal and unique to each individual. However, if their experience in the recruitment process proves otherwise it is difficult to convince students that they can each have a personal relationship with the institution. Small colleges can overcome this barrier by utilizing relationship marketing in recruitment, namely seller expertise, communication, interaction frequency and relationship benefits, via the enrollment officer model to meet enrollment goals. This article describes the model based on relationship marketing and enrollment management theory. Results from implementing the model at two small colleges showed an increase in admissions yield, first-year retention and employee job satisfaction.

Keywords:

• marketing in higher education
• relationship marketing
• enrollment management
• small colleges
• case study