Institutions face both challenges and opportunities in communicating with external constituent groups, from marketing new programs to attracting visitors and soliciting alumni. A college or university's tight-knit community of students, alums, and friends adds a special dimension to the higher education experience; bonds formed in college often extend throughout a person's life. Customer relationship management (CRM) systems help strengthen ties between an institution and its constituents by managing an institution's vast data stores in ways that build constituent understanding and deepen institutional affinity. Additionally, as communication preferences and channels evolve, systems must be flexible enough to gather customer intelligence across multiple platforms, from informal phone conversations to social media inquiries and text messaging. This report is based on a survey of higher education institutions on how they are implementing information systems including CRM into their organizations. A case study on an institution's system-implementation experience is also included.