Institutions are constantly being challenged to meet the ever evolving needs and expectations of our constituents (from prospect to enrolled to graduated to alumni to donor).  In the commercial world, there is an ever increasing need to meet consumer expectations - and the same is true for higher education.  The need to provide a connected and personalized experience through the entire student journey is critical.  The tools and capabilities of customer relationship management support that process.  This session will look at how we can bring these ideas to enable us to drive student engagement resulting in increased enrollment and retention rates, decreased technology costs, and increased efficiencies across the institution.