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What I've Learned About Non-Profit CRMs
 

What I've Learned About Non-Profit CRMs

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The presentation I gave to the Baltimore Tech & Social Change meetup on March 7, 2013.

The presentation I gave to the Baltimore Tech & Social Change meetup on March 7, 2013.

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    What I've Learned About Non-Profit CRMs What I've Learned About Non-Profit CRMs Presentation Transcript

    • What I’ve learned about CRMs for non-profits (abridged edition!) Ryan W. Ozimek March 7, 2013 Tech & Social Change Baltimore Meetup @PICnetFriday, March 8, 2013
    • Everyone caffeinated? @PICnetFriday, March 8, 2013
    • Thanks to all 3 of you for attending @PICnetFriday, March 8, 2013
    • Barely made it out of DC @PICnetFriday, March 8, 2013
    • Who am I? @PICnetFriday, March 8, 2013
    • Hi, I’m a CEO. Word. @PICnetFriday, March 8, 2013
    • Our crew @PICnetFriday, March 8, 2013
    • Websites @PICnetFriday, March 8, 2013
    • Engagement tools @PICnetFriday, March 8, 2013
    • Mass email services @PICnetFriday, March 8, 2013
    • Who’s in the audience? @PICnetFriday, March 8, 2013
    • Accidental techies rule @PICnetFriday, March 8, 2013
    • A few public service announcements @PICnetFriday, March 8, 2013
    • This won’t be a stats course... @PICnetFriday, March 8, 2013
    • ...but we can get really geeky. @PICnetFriday, March 8, 2013
    • I do not work for Salesforce.com @PICnetFriday, March 8, 2013
    • I’m on a mission to save your sanity @PICnetFriday, March 8, 2013
    • Welcome to data therapy @PICnetFriday, March 8, 2013
    • I’m unabashedly super biased @PICnetFriday, March 8, 2013
    • 5 ways I’m very biased • open source evangelist • open data, open data schemas supporter • less is more (especially in the tech world) • accidental techies rule • make it affordable or talk to someone else @PICnetFriday, March 8, 2013
    • One more important thing before we start @PICnetFriday, March 8, 2013
    • The ladder of engagement @PICnetFriday, March 8, 2013
    • 5 step ladder of engagement • Happy bystanders (Listen) • Spreaders (Share) • Donors (Money) • Evangelists (Solicit) • Instigators (Create) Thanks to Beth Kanter! @PICnetFriday, March 8, 2013
    • Agenda (to be hacked by you!) • What’s a CRM? • Why hop onto the CRM bandwagon? • What to look for in today’s CRM options? • How to get started? • CRM options to consider? • A tour of a CRM tool • Beyond the CRM @PICnetFriday, March 8, 2013
    • Agenda (to be hacked by you!) • What’s a CRM? • Why hop onto the CRM bandwagon? • What to look for in today’s CRM options? • How to get started? • CRM options to consider? • A tour of a CRM tool • Beyond the CRM @PICnetFriday, March 8, 2013
    • A short story... by me @PICnetFriday, March 8, 2013
    • A short story • We wanted to provide a fuller online communication solutions for our organizations • from attracting new donors on websites • to executive reporting on iPads @PICnetFriday, March 8, 2013
    • A short story • Diverse organizations meant we needed a robust service offering • Advocacy groups • Social service organizations • Associations • Religious groups • Socially responsible businesses @PICnetFriday, March 8, 2013
    • A short story • Diversity of services needed • petitions • write your representatives • online donations • event registrations • volunteer sign-up • ...more! @PICnetFriday, March 8, 2013
    • Wouldn’t it be nice to have a 360˚ of all this data? @PICnetFriday, March 8, 2013
    • What to do? @PICnetFriday, March 8, 2013
    • CRM! @PICnetFriday, March 8, 2013
    • What is a CRM? @PICnetFriday, March 8, 2013
    • What does CRM abbreviate? • Customer relationship management • Constituent relationship management @PICnetFriday, March 8, 2013
    • What does a CRM provide? • Safe harbor for your most precious data • Smart, organized data structure • Workflow and process management • Business intelligence and reporting • Dashboards and key performance indicators @PICnetFriday, March 8, 2013
    • Agenda • What’s a CRM? • Why hop onto the CRM bandwagon? • What to look for in today’s CRM options? • How to get started? • CRM options to consider? • A tour of a CRM tool • Beyond the CRM @PICnetFriday, March 8, 2013
    • Losing data and silos @PICnetFriday, March 8, 2013
    • Avoid the data silos • Email marketing • CRM • Fundraising service • Spreadsheets • Outlook email • Someone’s yellow stickies @PICnetFriday, March 8, 2013
    • 360-degree view of supporters @PICnetFriday, March 8, 2013
    • Access from everywhere @PICnetFriday, March 8, 2013
    • Agenda • What’s a CRM? • Why hop onto the CRM bandwagon? • What to look for in CRM options? • How to get started? • CRM options to consider? • A tour of a CRM tool • Beyond the CRM @PICnetFriday, March 8, 2013
    • How is it hosted? • local in your offices • on a server somewhere • in the proverbial cloud @PICnetFriday, March 8, 2013
    • How can you extend it? • Applications • Developer community • User community @PICnetFriday, March 8, 2013
    • Built/customized for NPOs? @PICnetFriday, March 8, 2013
    • Integration opportunities? • email services • donation processing • event registrations • auction management • volunteer management • ...??? @PICnetFriday, March 8, 2013
    • Agenda • What’s a CRM? • Why hop onto the CRM bandwagon? • What to look for in today’s CRM options? • How to get started? • CRM options to consider? • A tour of a CRM tool • Beyond the CRM @PICnetFriday, March 8, 2013
    • Take inventory @PICnetFriday, March 8, 2013
    • Think about data needs • fundraising • advocacy • membership • case management • grants • ...?? @PICnetFriday, March 8, 2013
    • Find a consulting buddy @PICnetFriday, March 8, 2013
    • Agenda • What’s a CRM? • Why hop onto the CRM bandwagon? • What to look for in today’s CRM options? • How to get started? • CRM options to consider? • A tour of a CRM tool • Beyond the CRM @PICnetFriday, March 8, 2013
    • Lots of CRM options @PICnetFriday, March 8, 2013
    • Salesforce @PICnetFriday, March 8, 2013
    • SugarCRM @PICnetFriday, March 8, 2013
    • NetSuite @PICnetFriday, March 8, 2013
    • Salsa @PICnetFriday, March 8, 2013
    • CiviCRM @PICnetFriday, March 8, 2013
    • NationBuilder @PICnetFriday, March 8, 2013
    • Agenda • What’s a CRM? • Why hop onto the CRM bandwagon? • What to look for in today’s CRM options? • How to get started? • CRM options to consider? • A tour of a CRM tool • Beyond the CRM @PICnetFriday, March 8, 2013
    • Agenda • What’s a CRM? • Why hop onto the CRM bandwagon? • What to look for in today’s CRM options? • How to get started? • CRM options to consider? • A tour of a CRM tool • Beyond the CRM @PICnetFriday, March 8, 2013
    • How does this fit in my business? @PICnetFriday, March 8, 2013
    • Avoid the data silos • How to avoid the data silos? • Use tools that build bridges with open data models and open source code @PICnetFriday, March 8, 2013
    • Bridge builders @PICnetFriday, March 8, 2013
    • What’s happening here? • Lots of data entry • Task creation and management • Workflows and automation • Decision making tools • Metrics for success @PICnetFriday, March 8, 2013
    • The CRM is just one part • We need to be thinking of the big picture • As organizations, we set vision, goals, metrics... • ...but we need ways to measure our success • CRM! • We want decision makers to be able to make decisions based on data...in real-time! @PICnetFriday, March 8, 2013
    • Wouldn’t it be nice... @PICnetFriday, March 8, 2013
    • A potential tool for the job @PICnetFriday, March 8, 2013
    • What is Salesforce.com? • Started off as salesforce automation • Multi-tenant service • Strong workflow functionalities • Began allowing for custom objects (tables) • “Database in the sky” (database.com) • API heaven @PICnetFriday, March 8, 2013
    • Super quick tour @PICnetFriday, March 8, 2013
    • Super quick tour @PICnetFriday, March 8, 2013
    • Super quick tour @PICnetFriday, March 8, 2013
    • Super quick tour @PICnetFriday, March 8, 2013
    • Super quick tour @PICnetFriday, March 8, 2013
    • Super quick tour @PICnetFriday, March 8, 2013
    • Super quick tour @PICnetFriday, March 8, 2013
    • Let’s get this out in the air • Definitely not open source • Lots of other competing services • “Free” as in “free kittens” @PICnetFriday, March 8, 2013
    • But the big upside • 100% cloud-based architecture, multi-tenant • Follows best practices • Well-supported code base • Open APIs • Started with a non-profit foundation @PICnetFriday, March 8, 2013
    • Getting intelligence • Good data in • Setting goals • Setting metrics to meet goals • Building reports • Displaying dashboards @PICnetFriday, March 8, 2013
    • Good user stories for CRM • Financial transactions • Event registration • Form building • Business intelligence • Reporting • Dashboards @PICnetFriday, March 8, 2013
    • Wrap it all together with an example, por favor @PICnetFriday, March 8, 2013
    • Providing multiple on-ramps @PICnetFriday, March 8, 2013
    • Providing multiple on-ramps • New organization started in Sept 2011 • Sponsored by Auburn Seminary in NYC • “To combat hate and build love in response to violence against Muslim and Sikh Americans.” • “We provide avenues for people of all faiths and walks of life to take strategic social action around shared moral imperatives.” • Needed to hit the ground running @PICnetFriday, March 8, 2013
    • Providing multiple on-ramps @PICnetFriday, March 8, 2013
    • Providing multiple on-ramps @PICnetFriday, March 8, 2013
    • Providing multiple on-ramps @PICnetFriday, March 8, 2013
    • Providing multiple on-ramps @PICnetFriday, March 8, 2013
    • Providing multiple on-ramps @PICnetFriday, March 8, 2013
    • Providing multiple on-ramps @PICnetFriday, March 8, 2013
    • Providing multiple on-ramps @PICnetFriday, March 8, 2013
    • Top 5 results for Groundswell • Organization starts on Sept 11, 2011 with 20,000 supporters • Doubles to 40,000 supporters in 2 months • Receives 25,000-35,000 petition actions/month • On pace for 100,000 supporters by year’s end • 5x increase in potential donor pool in just 1.5 years based solely on ladder of engagement principles @PICnetFriday, March 8, 2013
    • The path... • Compelling story (motivation) • Sign the petition (action) • Give money (financial contribution) • Social networking (sharing) @PICnetFriday, March 8, 2013
    • Bringing all the tools together • CRM tools like Salesforce, example case • donor gives online • real-time transaction • data stored directly into system • email response auto-generated • drip marketing depending on cycle of donor begins @PICnetFriday, March 8, 2013
    • Bringing all the tools together • different call to action made on thank you page • pre-built reports show real-time data • dashboard available • scoring and rewards for fundraisers • share the donation online, have donor get more donors • the virtuous cycle continues! @PICnetFriday, March 8, 2013
    • The End? @PICnetFriday, March 8, 2013
    • My core technology value > @PICnetFriday, March 8, 2013
    • Thank you amigos! @PICnetFriday, March 8, 2013
    • Contact me for more info Ryan Ozimek PICnet Twitter: @cozimek cozimek@picnet.net @PICnetFriday, March 8, 2013