Your SlideShare is downloading. ×

Presentation crm


Published on

  • Be the first to comment

  • Be the first to like this

No Downloads
Total Views
On Slideshare
From Embeds
Number of Embeds
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

No notes for slide
  • Key points: NOT a technology session: focus on process
  • Alex’s Lemonade…
  • Transcript

    • 1. Harness the Power of Your Data with CRM June 24, 2010 Audio is only available by calling this number: Conference Call: 866-740-1260; Access Code: 6339392 Sponsored by
    • 2. Using ReadyTalk
      • Chat & raise hand
      • Mute = *6, Unmute = *7
      • If you lose your internet connection, reconnect using the link emailed to you.
      • If you lose your phone connection, re-dial the phone number and re-join.
      • ReadyTalk support: 800-843-9166
    • 3. You are being recorded…
      • Streaming into Second Life
      • This seminar will be available on the TechSoup website along with past webinar presentations:
      • You will receive a link to this presentation, material and links.
      • After the webinar, you can ask follow-up questions in the Virtual Community Forum:
      • Twitter hashtags: #techsoup
    • 4. Harness the Power of Your Data with CRM Sponsored by Presenter: Dean Graham, NPower Pennsylvania
    • 5. Today’s Speakers Assisting with chat questions: Becky Wiegand & Stephanie Parker, TechSoup Kami Griffiths TechSoup Dean Graham NPower Pennsylvania
    • 6. Agenda
      • What is CRM
      • The benefits
      • What to include
      • Examples
      • Getting started
      • Choosing a tool
      • Utilizing the database
      • Q&A
    • 7. The better your data, the better the story you can tell…
    • 8. CRM C onstituent R elationship M anagement
    • 9. C onstituent
      • Not just donors…
      • Board Members
      • Volunteers
      • Funders
      • Clients
      • Staff
      • Media
      • Stakeholders
    • 10. How important is this person to you?
      • A person who volunteered for your organization once?
      • Someone who gave a one time donation of $50?
      • Attends a lecture your organization sponsored?
      • A client of one of your service programs?
      • What if this is all the same person?
    • 11. R elationship
      • Relationships are built on shared experience
        • Recognizing and leveraging past interactions
    • 12. Build on what you did together
      • Who talked to that donor last? What did they talk about? What does your donor care about?
    • 13. M anagement
      • How do we capture these relationships?
        • How many have a “data entry” person?
        • Do they have the relationship?
        • Move to a decentralized data entry model
    • 14. What is CRM?
      • A database
      • A tool for managing service delivery
      • A way to document the work you do
      • Support system for relationship building
      • An organizational approach to doing business
    • 15. Coin of the Realm
      • Relationships are our most important assets
        • Clients
        • Board members
        • Volunteers
        • Staff
        • Stakeholders
      • Who owns the relationship?
    • 16. The Traveling Development Director
      • Move from Organization to Organization
      • Loss of institutional knowledge
      • Ownership of the relationship
    • 17. The Engagement Ladder
      • We want to move our constituents up the engagement ladder. How do we do this?
      Recruit friends/family Upgrade monthly donation Signup for monthly giving Renew single donation Make single donation Write a letter Attend an event Sign petition Viral / Tell a friend Send an epostcard Subscribe to e-Alerts Subscribe to eNewsletter Enter a contest Visit website High Low Building Relationships!
    • 18. Life without a CRM
      • Routine program reports are painful to produce
      • Using paper and chasing down information on service delivery
      • No easy way to see what’s happening “now”
      • Get used to guessing about service
      • Separate, disconnected data files
      • Duplicate data entry and redundant work
      • Poor communications and information sharing
    • 19. Life with a CRM
      • More accurate and predictable budgeting
      • Clearer picture of relationships with funders, donors, and clients
      • Helps you know who has done what with whom
      • Tool for growth for the organization
      • Can stop cycle of “silo-ed” information
      • Can help boost your efficiency and effectiveness
      • May help create a community impact or service never thought of before
    • 20. Silo Approach
      • How can I really leverage this information?
    • 21. Goals of a Good CRM System
      • Recording of interactions with multiple constituencies
        • Volunteers, Clients, Board, Staff, Donors, Funders
      • Ability to track the ‘shared experience’
      • Decentralized data entry – enter the work you do
      • Part of the fabric of the organization
    • 22. Examples
    • 23. Create a Successful Environment
      • Identify what success means to you
      • Establish a need
      • Start to build buy-in
        • Executive and organizational
      • Collect Requirements
        • inputs
          • Intakes, forms
        • outputs
          • Reports, deliverables
        • business processes
          • Understand when, who, and how
    • 24. Build Buy-in
      • LEAD!
      • L - Listen to the needs of the users
      • E – Express your vision of the final outcomes
      • A – Align the system to users needs (WIIFM)
      • D – Drive the process
    • 25. Organizational Signs of Success
      • Executive Buy-in
      • Organizational Buy-in
      • Active Implementation Participation
      • A Leader to Lead
      • Reasonable Expectations
      • Understand the importance of the Truth
      • Ultimately understanding what success looks like for your organization and having professional help will ensure a successful outcome .
    • 26. Collect Requirements
      • Inputs
        • Intakes, forms
      • Outputs
        • Reports, deliverables
      • Business processes
        • Understand when, who and how
    • 27. Requirements Approach
      • Take stock
        • What is currently being tracked and by whom
        • What isn’t being tracked but should be
        • What is being reported
        • What is the business process
      • Track what you do
      • Track what you want to do
      • Track everything you can think of
    • 28. Choosing the right system
      • Features
      • Cost
      • Ease of Use
      • Flexibility
      • Ease of Implementation
      • Sustainability
      • Data Integration
      • Using a Partner
    • 29. How will it hold up?
      • Is it Sustainable?
        • What are the carrying costs?
          • Cost to implement, TCO
        • Can you make changes yourself?
        • How many people do this work?
        • How are upgrades delivered? Cost?
        • What does it take to support this product
          • Server based
          • Cloud based
    • 30. Integrate Your Data
      • Open API
      • Provide “true” integration with web CMS’s.
        • This means information can flow both ways. From the website into the database, but also the other ways
        • This provides a way for your constituents to do business with you and that business to be recorded.
      • A modern seamless connection from consumer to web to database to reporting
      • Communications
        • eNewsletters, email, meetings, requests for information, Donations
    • 31. What to look for…
      • System that can capture the “unique” work you do
      • Can it integrate with your other systems I.E. website
      • Support distributed data capture (cloud based?)
      • Capture the relationship elements
        • Email
        • Meetings
        • Interactions
      • Provide real time information
        • reporting and dashboards
    • 32. Don’t Stop
      • Defend the truth
        • Data quality
        • System suitability
      • Create “Data Entry Standards” documentation
    • 33. Signs you have a good database
      • Reflects the work of the organization
        • Built what is needed
        • You continue to review your needs, your organization changes, your database should too
      • Your Data is True
        • Information is correct, complete, trusted
      • You have someone looking out for the above.
      • Its being used!
    • 34. Warning!
      • Creating a CRM system, even if done well is:
        • Long
        • Requires a large amount staff time
        • Intrusive to Organization’s Operations
    • 35. Questions? Submit your questions using the chat box.
    • 36. Continue the Discussion…
      • Additional questions can be answered by posting in the Virtual Community Forum:
    • 37. Get the Most Out of TechSoup
      • At TechSoup, you’ll find a range of technology services to help your nonprofit:
        • Read helpful articles in our Learning Center
        • Request donated software , hardware, and online services
        • Join our community forums to learn from your colleagues
        • Browse upcoming events and conferences
    • 38. Upcoming Webinars
      • 10 Social Media Tips & Secrets
        • Thursday, July 8, 11 a.m. Pacific time
    • 39. Thank you to our Webinar Sponsor! ReadyTalk offers dedicated product demos for TechSoup organizations 4 times per week. For more information:
    • 40. Thank you! Please complete the post event survey! Kami Griffiths,, 415-633-9392