10/7/2013 #bbcon 1
Tips for Maintaining Prospect
Data in CRM
PRESENTED BY CHRIS BRAKENBURY & ALISON MADRIGAL
10/7/2013 #bbcon 2
Alison Madrigal
Product Marketing Manager, Enterprise CRM Solutions
Blackbaud, Inc.
Alison.Madrigal@bla...
10/7/2013 #bbcon 3
Chaos
Is the Law of Nature
Order
Is the Dream of Man
10/7/2013 #bbcon 4
• Foundation of all successful CRM initiatives
• Direct financial impact
• Supports every area of CRM i...
10/7/2013 #bbcon 5
• 1.7 million records in BBCRM
• 450,000 living, addressable alumni
• 8,500 assigned prospects
• 150 de...
10/7/2013 #bbcon 6
VARIETY OF DATA MANAGEMENT WOES
• Invalid data
• Missing data
• Changes partially applied
• Existing da...
10/7/2013 #bbcon 7
• Wasted dollars and other
resources
• Inaccurate and misleading
reports and forecasting
• Decreased sy...
10/7/2013 #bbcon 8
BUSINESS RULES & TRAINING
• Policy
• Procedure
• Standards
• Document!
• Communicate!
• Train!
10/7/2013 #bbcon 9
DATA MANAGEMENT FEATURES
Security
• Establish appropriate roles
• Restrict functionality for general us...
10/7/2013 #bbcon 10
DATA MANAGEMENT FEATURES
Audit Tables
• Enable auditing for desired tables
• Utilize Constituent Data ...
10/7/2013 #bbcon 11
DATA MANAGEMENT FEATURES
Duplicate Management
• Run duplicate constituent reports
• Manage full and in...
10/7/2013 #bbcon 12
LIFE CYCLE OF PROSPECT DATA
Sunset
Management
&
Maintenance
Activation
10/7/2013 #bbcon 13
• What are the critical components of a prospect record?
• What is the minimum data set required for a...
10/7/2013 #bbcon 14
• At Ohio State, we have a custom prospect request process and form
that fulfills our institution’s cr...
10/7/2013 #bbcon 15
CUSTOM REQUEST FORM (PART 1)
10/7/2013 #bbcon 16
CUSTOM REQUEST FORM (PART 2)
10/7/2013 #bbcon 17
PROSPECT ASSIGNMENT REQUESTS
10/7/2013 #bbcon 18
MANAGEMENT & MAINTENANCE:
CLEANUP QUERIES
10/7/2013 #bbcon 19
• Queries provide an organized manner in which to monitor
“inconsistencies” and update records.
• Keep...
10/7/2013 #bbcon 20
• Control access to critical tasks and functions
- Delete button
- Unutilized features
MANAGEMENT & MA...
10/7/2013 #bbcon 21
• A standard, routine review of prospect data, in a conversation that
includes the Development Officer...
10/7/2013 #bbcon 22
Sunset – n. the final phase or closing period
(Collins English Dictionary – Complete and Unabridged © ...
10/7/2013 #bbcon 23
SUNSET: “REPLACE PROSPECT
MANAGER” TASK EXTENSION
10/7/2013 #bbcon 24
• Kaizen Principles of Continuous Design
• Recognize that your data needs constant attention
SUMMARY
A...
10/7/2013 #bbcon 25
SUMMARY
Assess
DesignImplement
Evaluate Assess
Define the goals and priorities for
your organization
D...
10/7/2013 #bbcon 26
QUESTIONS AND ANSWERS
Alison Madrigal
Product Marketing Manager
Blackbaud, Inc.
Alison.Madrigal@blackb...
10/7/2013 #bbcon 27
TWEET ABOUT YOUR SESSION
#PROSPECTDATA #EDUCATION
#BRAKENBURY #MADRIGAL
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Tips for Maintaining Prospect Data in CRM

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Tips for Maintaining Prospect Data in CRM

  1. 1. 10/7/2013 #bbcon 1 Tips for Maintaining Prospect Data in CRM PRESENTED BY CHRIS BRAKENBURY & ALISON MADRIGAL
  2. 2. 10/7/2013 #bbcon 2 Alison Madrigal Product Marketing Manager, Enterprise CRM Solutions Blackbaud, Inc. Alison.Madrigal@blackbaud.com Chris Brakenbury Director of Prospect Management The Ohio State University Brakenbury.1@osu.edu PRESENTERS
  3. 3. 10/7/2013 #bbcon 3 Chaos Is the Law of Nature Order Is the Dream of Man
  4. 4. 10/7/2013 #bbcon 4 • Foundation of all successful CRM initiatives • Direct financial impact • Supports every area of CRM including - Direct marketing efforts and results - Volunteer management - Recurring giving programs - Membership programs - Prospect identification - Prospect management IMPORTANCE OF DATA HYGIENE
  5. 5. 10/7/2013 #bbcon 5 • 1.7 million records in BBCRM • 450,000 living, addressable alumni • 8,500 assigned prospects • 150 development officers IMPORTANCE OF DATA HYGIENE THE DATA OF OHIO STATE
  6. 6. 10/7/2013 #bbcon 6 VARIETY OF DATA MANAGEMENT WOES • Invalid data • Missing data • Changes partially applied • Existing data modified to incorrect value
  7. 7. 10/7/2013 #bbcon 7 • Wasted dollars and other resources • Inaccurate and misleading reports and forecasting • Decreased system use and staff adoption THE PERILS OF UNMANAGED DATA
  8. 8. 10/7/2013 #bbcon 8 BUSINESS RULES & TRAINING • Policy • Procedure • Standards • Document! • Communicate! • Train!
  9. 9. 10/7/2013 #bbcon 9 DATA MANAGEMENT FEATURES Security • Establish appropriate roles • Restrict functionality for general users • Grant increased levels of access to those with specialized training Global Data Entry Settings • Create and deploy constituent matching rules • Apply matching rules to single records, manual batch, and imported batches
  10. 10. 10/7/2013 #bbcon 10 DATA MANAGEMENT FEATURES Audit Tables • Enable auditing for desired tables • Utilize Constituent Data Review to review biographical changes to compare new and old values and roll back changes if desired Query • Identify errors and anomalies for correction • Browse feature provides quick access to screens and data
  11. 11. 10/7/2013 #bbcon 11 DATA MANAGEMENT FEATURES Duplicate Management • Run duplicate constituent reports • Manage full and incremental merge processes Customizations • Address needs that are very specific to institution • Allow instantaneous updating of multiple data points
  12. 12. 10/7/2013 #bbcon 12 LIFE CYCLE OF PROSPECT DATA Sunset Management & Maintenance Activation
  13. 13. 10/7/2013 #bbcon 13 • What are the critical components of a prospect record? • What is the minimum data set required for a prospect record? - Prospect Manager - Prospect Team members - Ratings (campaign, lifetime, annual giving, etc.) - Funding Interest(s) - Qualification information - Other relationships RECORD ACTIVATION
  14. 14. 10/7/2013 #bbcon 14 • At Ohio State, we have a custom prospect request process and form that fulfills our institution’s criteria for a minimum required data set - Provides a controlled and traceable means of request, review, and approval - Updates multiple records and fields from one simple form CUSTOMIZATION: REQUEST PROSPECT MANAGEMENT FORM
  15. 15. 10/7/2013 #bbcon 15 CUSTOM REQUEST FORM (PART 1)
  16. 16. 10/7/2013 #bbcon 16 CUSTOM REQUEST FORM (PART 2)
  17. 17. 10/7/2013 #bbcon 17 PROSPECT ASSIGNMENT REQUESTS
  18. 18. 10/7/2013 #bbcon 18 MANAGEMENT & MAINTENANCE: CLEANUP QUERIES
  19. 19. 10/7/2013 #bbcon 19 • Queries provide an organized manner in which to monitor “inconsistencies” and update records. • Keep queries simple: restrict to looking for one issue per query. • Use the Query “Browse” feature for quick and easy access to relevant screens and updates. MANAGEMENT & MAINTENANCE: CLEANUP QUERIES
  20. 20. 10/7/2013 #bbcon 20 • Control access to critical tasks and functions - Delete button - Unutilized features MANAGEMENT & MAINTENANCE: SECURITY SETTINGS
  21. 21. 10/7/2013 #bbcon 21 • A standard, routine review of prospect data, in a conversation that includes the Development Officer, Prospect Management, and Research (and others) • A safe and neutral conversation • Not a performance evaluation • Can be general in approach, and/or focused on specific focus areas or institutional priorities MANAGEMENT & MAINTENANCE: PORTFOLIO CONSULTATION
  22. 22. 10/7/2013 #bbcon 22 Sunset – n. the final phase or closing period (Collins English Dictionary – Complete and Unabridged © HarperCollins Publishers 1991, 1994, 1998, 2000, 2003) • Why is “sunsetting” of prospect records important? - Relationships change or fail to develop - Clarity of focus (no distractions in portfolios) - Prevent unwanted records in query results - Keep Fundraiser pages neat and tidy SUNSET
  23. 23. 10/7/2013 #bbcon 23 SUNSET: “REPLACE PROSPECT MANAGER” TASK EXTENSION
  24. 24. 10/7/2013 #bbcon 24 • Kaizen Principles of Continuous Design • Recognize that your data needs constant attention SUMMARY Assess DesignImplement Evaluate
  25. 25. 10/7/2013 #bbcon 25 SUMMARY Assess DesignImplement Evaluate Assess Define the goals and priorities for your organization Design Develop methodologies to align with goals Implement Execute your plan Evaluate Check and refine your process CRM Resource Center: https://www.blackbaud.com/bbcrm
  26. 26. 10/7/2013 #bbcon 26 QUESTIONS AND ANSWERS Alison Madrigal Product Marketing Manager Blackbaud, Inc. Alison.Madrigal@blackbaud.com Chris Brakenbury Director of Prospect Management The Ohio State University Brakenbury.1@osu.edu
  27. 27. 10/7/2013 #bbcon 27 TWEET ABOUT YOUR SESSION #PROSPECTDATA #EDUCATION #BRAKENBURY #MADRIGAL
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