Infoworks the cloud facing organisation pr1

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How has the world surrounding not-for-profit organisations changed? What is the cloud-facing organisation? What strategies can organisations employ to get the most out of their CRM and information systems, website/CMS and social networking?

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  • A CRM & strategy centric analysis – as opposed to marketingWe’ll look at what’s changed around organisations, what we now faceLook at what some NEW stuff that CRM suppliers are doingStrategies for spotting opportunities in your organisation
  • Cloud facing – see what I mean in a minute, but why I’m interested = some things I wasn’t sure how was possible, how they worked, 3 months ago decided would be nice to find out & try some in Infoworks crm /web / Facebook / twitter demo areas or labsJargonCRM – shorthand for Customer Relationship Management system, eg Dynamics, ThankQ, CARE, IMIS, IRIS, CiviCRM, SaleForce CMS – Content Management System = website management toolAPI – application program interface – the way of talking to a program from the outside Web services – web based API, now superseded by web api. Way of communicating between web applicationsiFrame = in web pages, an “inline frame”, a way of sticking one HTML doc inside another – eg calling your CRM system from inside a website page
  • So let’s look at how the world’s changedBusiness processes wise, what was the typical 3rd sector org up to in 1988
  • For many orgs in 1988, there were no computers – at least no computers involved I the delivery of servicesThere was us (our products, services, info) our clients an we delivered everything physically
  • Then databases gave us systems to organise the delivery & mailshots stuffAnd the boundary between us and the client moves
  • Few years later websites came along, 1st just brochure-ware, then logins raising the prospect of client areas and many years later integration with the databaseAnd the boundary between us and the client moves again
  • Much later still – social media, and after that more CRM integration possibilitiesAnd the boundary between us and the client moves againarrives
  • And then the world goes mobile – and we need to consider that too
  • What’s changed, the world around us and how we do thingsthe INSIDE – OUTSIDE distinction is so blurred, it’s practically gone
  • And this is what I call the Cloud Facing OrganisationContrast this with THE WAY WE WERE
  • … Can it be that it was all so simple then?
  • This is what we have to deal with now - Far more complexFar more possibilities…Let’s focus on the CRM related integration possibilities Lose the Products, Clients, Phys Del
  • Make this easier to read
  • Tidy up
  • And let’s look 1st at CRM – CMS
  • And let’s look 1st at CRM – CMS
  • Stony Grunow
  • Imagine I’ve come on the council’s website, filled in my postcode, now giving my details
  • Selecting my collection slot and click Next books the slot
  • Now here it is inside the Dynamics CRM
  • I spoke with John Bird of ThankQ re CRM – CMS integrationFew years ago everyone wanted it, then didn’t know what they wanted to do with itNow standard. ThankQ has a portal, ‘skinned up’ to look the same as host website. Behind login you can Donate, Pledge, Book an event, Buy from online shop, sign-up for/renew Membership.Portal now offered with all projects and 50% share login with CMS… meaning - Initially faced with a GENERIC website, then login and…
  • Get personalised content+ A client portalAnd behind the client portal, can …
  • + the quickest and easiest way to deliver web based self services
  • It’s where the kids are + biggest growth sector = the over 50’s, more traffic than Google in UK since 2010Hype, but it’s where lots of the people are Website – I expect you to come to meFacebook – I’ll come to youYour competitors will be there or on their way - webjam - 56% thinking Got to the stage every org must at least show a together engaged face to the social networksNot rocket science – zero -> hero – see Infoworks labs, Twitter and Facebook
  • Facebook / Twitter data captureCMS login with FacebookDirect personal MonitoringFacebook apps = self service, course enrolmentCRM posting = workflow
  • CiviCRM
  • ! Did you catch that? Facebook does the entry!Watch that again
  • Nice chap John Bird, ThankQNEW STUFF – in beta with 2 clientsFacebook wall (deeper than like)=> consent to capture public detailTwitter even better for fundraisersLinkedIn limitedStu doesn’t know Twitter API so well, but Facebook = another example of Facebook data entry and UPDATE = a CRM dream, guaranteed up-to-date data!
  • John BirdIf you’re running events/appeals, you can monitor the conversations, gather metrics for better management, eg after done once you’ll have an idea for if there’s not enough chatter about the event 3 weeks before openingAnd for complaints, if someone moans, it’s a sign they care – capture it into the CRM. Low volume manual, but can be automatedCan have a CRM supported conversation Stu says some products focus just on CRM supported conversations
  • Facebook / Twitter data captureCMS login with FacebookDirect personal MonitoringFacebook apps = self service, course enrolmentCRM posting = workflow
  • CRM posting = workflow(Market of Social Media management tools, but not that)CRM systems handle workflow well – workflow is a narrative, a story playing out over time + plenty of opportunities to touch
  • It’s real proper engagementYou can use it for prospectingAny Website Self Service can poss be ported or linked to here Data capture = CRM goldSelf update = 24 carat New – so bumpy roads, but real chance for backwater orgs to leap frog
  • Some CRMs already avail on mobile – Dynamics, ThankQ, moreBut think about specific service apps for your Clients/Supporters… eg Volunteer management would be v similar to Football team organiser that does emails, texts, website from this mobile appAnd look at what the supermarkets are doing – can pop to Asda while I’m waiting for the train - fab
  • Why goodown environ, local (not nec web, so can other stuff), direct rel, always on, uses dead time Good forLow vol reference info, maps, low input, choice, simple transactionsEg event organiser, perfect host, priority tracker, who’s @ workWeb vs Mobile Different disciplines
  • SC = Stu College, and FE collegeGoogle fades in after main flowWhat about Facebook – what could we do, any ideas?Battles of today = catching the passing attention of Jan’s friendsTomorrow = stealing dead seconds with mobile apps
  • So, we’ve come a long way
  • A very powerful set of levers to control the relationships of the organisation, a bit like…
  • Hellish complex if you don’t have a plan or don’t know what you’re doing
  • Specifically here, talking opportunitiesOpportunities to make the most of our CRM, thru integration with web, social and mobileLook to your Organisational strategyWatch out for what’s possible – keep an eye on these + THANKSSurvey your ProcessesKnow your constraints, tech, finc, social landscapeBring all these to bear in framing your IT Strategy, and in doing so cherry pick the best CRM integration opportunities to deliver your CRM gold… but how do you define your IT Strategy
  • Specifically here, talking opportunitiesOpportunities to make the most of our CRM, thru integration with web, social and mobileLook to your Organisational strategyWatch out for what’s possible – keep an eye on these + Infoworks Labs (THANKS to Stony Grunow TSI, John Bird of ThankQ, my Dynamics expert, Michael McAndrew TSD) Survey your ProcessesKnow your constraints, tech, finc, social landscapeBring all these to bear in framing your IT Strategy, and in doing so cherry pick the best CRM integration opportunities to deliver your CRM gold… but how do you define your IT Strategy?
  • Infoworks the cloud facing organisation pr1

    1. 1. The cloud facing organisation- Infoworks- Change & “Cloud facing”- Possibilities: CRM – CMS – Social – Mobile- StrategiesStuart Lunn
    2. 2. Infoworks• Databases & CRM – PaperBuilding & software generation – Big, beautiful, browser-based information systems• Why „the cloud facing organisation‟? – Infoworks‟ labs• Jargon – CRM, CMS, API / web services, i-framesThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    3. 3. Organisations 20 years ago? Membershi p Events Fundraising 3rd Sector Cases Org Volunteers Advice & Sales InfoThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    4. 4. Organisations today?• So what has changed? Membershi p Events Fundraising 3rd Sector Cases Org Volunteers Advice & Sales InfoThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    5. 5. The world around us 20 years ago outside Products Services Clients Information Physical delivery insideThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    6. 6. Our changing world outside Databases: Contacts Products Fundraisin g Services Members Clients Events Information Cases … Physical delivery insideThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    7. 7. Our changing world outside Databases: Websites: Contacts Products Fundraisin g Brochure Services Members Clients Events Information Cases Client login … Physical delivery insideThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    8. 8. Our changing world outside CRM: Social CMS: Media: Contacts Products Fundraisin Faceboo g Brochure k Services Members Clients Events Twitter Information Cases Client login … LinkedIn Physical delivery insideThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    9. 9. Our changing world outside CRM: Social CMS: Media: M Contacts o Products Fundraisin Faceboo b g Brochure k i Services Members l Clients Events Twitter e Information Cases Client login … LinkedIn Physical delivery insideThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    10. 10. Our changing world outside CRM: Social CMS: Media: M Contacts o Products Fundraisin Faceboo b g Brochure k i Services Members l Clients Events Twitter e Information Cases Client login … LinkedIn Physical delivery insideThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    11. 11. The cloud facing organisation • Contrast this with... CRM: Social CMS: Media: M Contacts o Products Fundraisin Faceboo b g Brochure k i Services Members l Clients Events Twitter e Information Cases Client login … LinkedIn Physical deliveryThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    12. 12. The way we were outside Products Services Clients Information Physical delivery insideThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    13. 13. The cloud facing organisation• Far more complex• Far more possibilities… CRM: Social CMS: Media: M Contacts o Products Fundraisin Faceboo b g Brochure k i Services Members l Clients Events Twitter e Information Cases Client login … LinkedIn Physical deliveryThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    14. 14. The cloud facing organisation• Far more complex• Far more possibilities… CRM: Social CMS: Media: M Contacts o Fundraisin Faceboo b g Brochure k i Members l Events Twitter e Cases Client login … LinkedInThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    15. 15. The cloud facing organisation• Far more complex• Far more possibilities… CMS CRM Social Media MobileThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    16. 16. The cloud facing organisation• Far more complex• Far more possibilities… CMS CRM Social Media MobileThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    17. 17. Possibilities: CRM – CMS – Social – Mobile CMS CRM Social Media MobileThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    18. 18. Possibilities: CRM – CMS integration• CRM services in CMS• Shared login• Examples CMS – Third Sector Design (Salesforce) – London Council (Dynamics) CRM – ThankQ Social – Infoworks Media Mobile• ImpactThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    19. 19. Possibilities: CRM – CMS... Third Sector IT• Salesforce • “Web to lead” / “Web to case” object • Build it • Drop into web page • Posts data into the CRMThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    20. 20. Possibilities: CRM – CMS... Third Sector ITThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    21. 21. Possibilities: CRM – CMS... Third Sector ITThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    22. 22. Possibilities: CRM – CMS... Third Sector ITThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    23. 23. Possibilities: CRM – CMS... Third Sector ITThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    24. 24. Possibilities: CRM – CMS... Third Sector ITThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    25. 25. Possibilities: CRM – CMS... Third Sector ITThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    26. 26. Possibilities: CRM – CMS... Third Sector IT• Salesforce • “Web to lead” / “Web to case” object • Build it • Drop into web page • Posts data into the CRM – One-way integration very quick & easy – If email can be tied in we have instant linkage to existing records – Two-way integration • i-framesThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    27. 27. Possibilities: CRM – CMS… Dynamics• Local Government Services exampleThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    28. 28. Possibilities: CRM – CMS… DynamicsThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    29. 29. Possibilities: CRM – CMS… DynamicsThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    30. 30. Possibilities: CRM – CMS… DynamicsThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    31. 31. Possibilities: CRM – CMS… DynamicsThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    32. 32. Possibilities: CRM – CMS… Dynamics• Local Government Services example• Very comprehensive & Quick to setup – Dynamics exposes data objects through simple API / web services – Supports 2-way integration – Lends itself to friendly web self-servicesThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    33. 33. Possibilities: CRM – CMS… ThankQ• Everyone wanted, didn‟t know why• Now portal standard• 50% share login with CMS• Behind the login…• … Login Login Hom X Y Z e General news This is what we‟re doing about X This is what we‟re doing about Y …The cloud facing organisation: Change - Possibilities - Strategies Stuart
    34. 34. Possibilities: CRM – CMS… ThankQ• Everyone wanted, didn‟t know why• Now portal standard• 50% share login with CMS By My My My• Behind the login… Home Donations Buy Booking Renewal s• … Login Hom X Y Z Client Portal e Headline just for Fred What should we do about X? Have your say about Y … Comments -“Y is a major contribution!” said Fred 6/6/2012The cloud facing organisation: Change - Possibilities - Strategies Stuart
    35. 35. Possibilities: CRM – CMS… Infoworks labs• Internal CRM• External CMS – No Client Portal – Login – See the Client Portal – See the exposed, cut-down, client specific CRMThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    36. 36. Possibilities: CRM – CMS… Internal - CRMThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    37. 37. Possibilities: CRM – CMS… CMS not logged inThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    38. 38. Possibilities: CRM – CMS… Logging inThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    39. 39. Possibilities: CRM – CMS… see the Client PortalThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    40. 40. Possibilities: CRM – CMS… see the External-CRMThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    41. 41. Possibilities: CRM – CMS… Internal vs ExternalThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    42. 42. Possibilities: CRM – CMS• CRM services in CMS• Shared login• Examples – Third Sector Design (Salesforce) CMS – London Council (Dynamics) – ThankQ – Infoworks CRM Social• Impact Media – Internal / External boundaries reduced Mobile – Efficiency, better & quicker service – Closer to service users – Still the biggest dealThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    43. 43. Possibilities: CRM – CMS CMS CRM Social Media MobileThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    44. 44. Possibilities: CRM – CMS – Social CMS CRM Social Media MobileThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    45. 45. Social Media – must we?• Your audiences• Your competitors• Web/Facebook - come to me/to you• We must – Engage …The cloud facing organisation: Change - Possibilities - Strategies Stuart
    46. 46. Social Media – must we? TwitterThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    47. 47. Social Media – must we? TwitterThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    48. 48. Social Media – must we? FacebookThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    49. 49. Social Media – must we? FacebookThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    50. 50. Social Media – must we?• Your audiences• Your competitors• Web/Facebook - come to me/to you• We must – Engage• We can – Integrate …The cloud facing organisation: Change - Possibilities - Strategies Stuart
    51. 51. Social Media Integration Types• Facebook / Twitter data capture – CMS login with Facebook – Direct personal – Monitoring• Facebook apps• CRM postingThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    52. 52. CMS login with Facebook• Alumni for UK State schools Michael McAndrew – Login using Facebook – Grab personal, educ, jobs data – Bingo – Uses CiviCRM – NewThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    53. 53. CMS login with FacebookThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    54. 54. CMS login with FacebookThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    55. 55. CMS login with FacebookThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    56. 56. CMS login with FacebookThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    57. 57. CMS login with FacebookThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    58. 58. CMS login with Facebook• Alumni for UK State schools Michael McAndrew – Login using Facebook – Grab personal, educ, jobs data – Bingo – Uses CiviCRM – New• !• Why Facebook? – “kids dont use email any more” – “Facebook logins change less” – “sending them messages soon as from inside Facebook“The cloud facing organisation: Change - Possibilities - Strategies Stuart
    59. 59. Direct personal Facebook Twitter [LinkedIn] • Search Twitter data for • Store LinkedIn ID • Find us on Facebook … 1 1 name/term/tag • Browsing prospects in • BIG disclaimer • Select 1 CRM 2 2 • Capture to CRM • Click LinkedIn tab 3 • De-dupe 2 3 • Write on Wall 4 • Import to CRM 4 • NurtureConsiderations: 3 • Facebook: data protection, update, API, new! • Twitter: fundraising • LinkedIn: storage restrictionsThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    60. 60. Monitoring• “It‟s not all about people - listen.” – Events / appeals etc monitor conversations for better management – Complaints => Caring -> CRM • manual/auto • CRM supported conversationThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    61. 61. Social Media Integration Types• Facebook / Twitter data capture – CMS login with Facebook – Direct personal  – Monitoring• Facebook apps• CRM postingThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    62. 62. Facebook apps – serve & capture• Sign up here to be the first to hear about …• Donate• Volunteer• Log a case• Book a course – Capture data to CRM – Use CRM functionality to provide self-services – Re-use of client portal functionality eg Oxfam…The cloud facing organisation: Change - Possibilities - Strategies Stuart
    63. 63. Facebook apps – serve & captureThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    64. 64. Facebook apps – serve & capture• Facebook – Note the scrollbarsThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    65. 65. Facebook apps – serve & capture• WebsiteSame underlying functionality?The cloud facing organisation: Change - Possibilities - Strategies Stuart
    66. 66. Social Media Integration Types• Facebook / Twitter data capture – CMS login with Facebook – Direct personal  – Monitoring• Facebook apps• CRM posting -> Social Media - workflow initiated – Thanks for your donation – 1st brick laid – First child… – First graduation…The cloud facing organisation: Change - Possibilities - Strategies Stuart
    67. 67. Social Media Integration – is it worth it?•  Engagement• Prospecting• Self service• Data capture – far easier for them – personal, issues and metrics• Self update• New!The cloud facing organisation: Change - Possibilities - Strategies Stuart
    68. 68. Possibilities: CRM – CMS – Social CMS CRM Social Media MobileThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    69. 69. Possibilities: CRM – Mobile CMS CRM Social Media MobileThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    70. 70. CRM - Mobile opportunitiesThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    71. 71. CRM - Mobile opportunities• Staff use• External use – Why good? – Good for?The cloud facing organisation: Change - Possibilities - Strategies Stuart
    72. 72. Possibilities: CRM – CMS – Social – Mobile CMS CRM Social Media MobileThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    73. 73. Possibilities – how we might look My Hom My My Booking e Donations Buy s Login with Facebook Home X Y Z Client Portal Headline just for Fred What should we do about X? Have your say about Y … Comments Facebook SC Find -“Y is a major contribution!” said Fred 6/6/2012 Friends Home Contacts Donations Membership Cases Events Logout Compelling Forename Surname Address Engaging Postcode Web Facebook Content Twitter Volunteer here, Mobile Event Organiser now Tuesday Club Attendee Role Confirm Joey Wash up So many possibilities, Ellie Chair how to decide what to do? Mack Car park  Frank ? The cloud facing organisation: Change - Possibilities - Strategies Stuart
    74. 74. Strategies• Processes • seeing the opportunities• Strategy formulationThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    75. 75. Processes - seeing the opportunities atStu College 2003 Which SC course 1990 shall I do? The usual please Website Go 1st Class 2005 London Facebook Mobile evening Search courses… Google Search Course Info [Login] Enrol/Register Facebook Add to Basket 2012 Mobile App Enrol/Register Jan likes Novel writing for girls(!) at SC Pay PayThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    76. 76. Strategies –we’ve come a long way outside Products Services Clients Information Physical delivery insideThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    77. 77. Strategies – and we’ve got complexity CRM: Social CMS: Media: M Contacts o Products Fundraisin Faceboo b g Brochure k i Services Members l Clients Events Twitter e Information Cases Client login … LinkedIn Physical deliveryThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    78. 78. Strategies – and we’ve got complexityThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    79. 79. Strategies – but when you boil it down CRM: Social CMS: Media: M Contacts o Products Fundraisin Faceboo b g Brochure k i Services Members l Clients Events Twitter e Information Cases Client login … LinkedIn Physical deliveryThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    80. 80. Strategies for cloud facing organisations Labs Processes Watching Organisational Strategy CMS Constraints: CRM - Technical Social - Financial Media - Social Mobile - … IT StrategyThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    81. 81. Strategies for cloud facing organisations Labs Processes Watching Organisational Strategy CMS Constraints: CRM - Technical Social - Financial Media - Social Mobile - … IT StrategyThe cloud facing organisation: Change - Possibilities - Strategies Stuart
    82. 82. Thanks to:• Stony Grunow• John Bird• Michael McAndrewThe cloud facing organisation: Change - Possibilities - Strategies Stuart

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