The paper will present a novel marketing concept of relationship management in higher education
and a justification of its application based on the specific character of educational services. The definitions
of relationship and relationship management in higher education will be given. The paper will highlight
key relationships that should be built by an educational institution with special emphasis placed on students
as the most important clients of a school.
The paper will proceed to elaborate on the concept of loyalty as the aim of building sustainable
relationships with students and its specificity due to the special nature of an educational environment.
A student relationship management model will be proposed and discussed as comprising three basic
stages of the educational services provision: pre-sales, sales and after-sales stages. The presented model
may serve as a basis for further theoretical research or may be applied in practice as it is.