Crm Webinar


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Webinar on open source CRM options.

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Crm Webinar

  1. 1. <ul><ul><li>Open Source CRM </li></ul></ul><ul><ul><li>Michelle Murrain, Nonprofit Open Source Initiative </li></ul></ul><ul><ul><li>March 27, 2008 </li></ul></ul>
  2. 2. What I’ll cover today <ul><li>What is a CRM? </li></ul><ul><li>Kinds of CRM </li></ul><ul><li>Why Open Source CRM? </li></ul><ul><li>Examples of Open Source CRMs </li></ul><ul><li>How to choose a CRM </li></ul>
  3. 3. So what is a CRM, anyway? <ul><li>CRM stands for Constituent Relationship Management </li></ul><ul><ul><li>aka Community Relationship Management </li></ul></ul><ul><ul><li>aka Contact Relationship Management </li></ul></ul><ul><ul><li>aka Customer Relationship Management (its for-profit progenitor) </li></ul></ul><ul><li>There are many kinds, and they have different feature sets </li></ul>
  4. 4. What’s in a CRM? <ul><li>Basic Data </li></ul><ul><ul><li>Basic contact info </li></ul></ul><ul><ul><li>Track activities (calls, events) </li></ul></ul><ul><ul><li>Track donations </li></ul></ul><ul><ul><li>Tracking Volunteers </li></ul></ul><ul><li>Actions </li></ul><ul><ul><li>Email blasts </li></ul></ul><ul><ul><li>Automated donations </li></ul></ul><ul><ul><li>Event management and registration </li></ul></ul>
  5. 5. Kinds of CRM <ul><li>Desktop & Client/Server CRM </li></ul><ul><ul><li>Download and install on network and/or desktops </li></ul></ul><ul><li>Web Server-based CRM </li></ul><ul><ul><li>Download and install on your intranet web server, or on your public-facing web server </li></ul></ul><ul><li>Software as a Service </li></ul><ul><ul><li>No download or installation – all hosted on companies site </li></ul></ul>
  6. 6. Categories of CRM by license <ul><li>Proprietary </li></ul><ul><li>Open Source In Spirit (built on proprietary platforms) </li></ul><ul><li>Open Source CRM built on proprietary OS/Database </li></ul><ul><li>Open Source CRMs built to run entirely on Open Source platforms </li></ul><ul><li>Software as a Service (not obtaining software, obtaining services) </li></ul>
  7. 7. Examples of CRM: Proprietary <ul><li>Blackbaud Raiser’s edge </li></ul><ul><li>Donor Perfect </li></ul><ul><li>Fundware </li></ul><ul><li>Sage </li></ul><ul><li>... </li></ul><ul><li>... </li></ul>
  8. 8. Examples: SaaS <ul><ul><li>Democracy In Action </li></ul></ul><ul><ul><li>Convio </li></ul></ul><ul><ul><li>Kintera </li></ul></ul><ul><ul><li>Salesforce </li></ul></ul><ul><ul><li>eTapestry </li></ul></ul><ul><ul><li>Both Salesforce and eTapestry are free (as in “beer”) for some users: </li></ul></ul><ul><ul><ul><li>Salesforce – 10 free licenses </li></ul></ul></ul><ul><ul><ul><li>ETapestry – free for 500 or fewer contacts </li></ul></ul></ul>
  9. 9. Examples: Open Source In Spirit <ul><li>METRIX (built with MS Access) </li></ul><ul><li>EBase (built with FileMaker Pro) </li></ul>
  10. 10. Examples: Open Source <ul><li>Depends on proprietary OS and/or Database </li></ul><ul><ul><li>mpower open (built on .NET and depends on MS SQL server) </li></ul></ul><ul><ul><li>Organizer’s database (Windows and Visual Basic) </li></ul></ul><ul><ul><li>Compiere (requires proprietary databases) </li></ul></ul>
  11. 11. Examples: Open Source <ul><li>Can be run completely using open source OS/tools </li></ul><ul><ul><li>Linux, Apache, MySQL, PHP (LAMP stack): </li></ul></ul><ul><ul><ul><li>CiviCRM </li></ul></ul></ul><ul><ul><ul><li>SugarCRM </li></ul></ul></ul><ul><ul><ul><li>BaseBuilder </li></ul></ul></ul><ul><ul><li>Any OS, Apache Tomcat, Java: </li></ul></ul><ul><ul><ul><li>OpenCRX </li></ul></ul></ul><ul><ul><ul><li>vTiger </li></ul></ul></ul>
  12. 12. Why Open Source CRM? <ul><li>Free as in “beer” - organizations can get good CRM without spending a lot of money </li></ul><ul><li>Free as in “speech” - you can see, and modify the code behind the CRM </li></ul><ul><li>Open APIs – open source CRMs have open APIs (APIs that are without cost, and documented) </li></ul><ul><li>Community support </li></ul><ul><li>Help to enhance open source CRM by contributing to CRM projects/products </li></ul>
  13. 13. Why Open Source CRM? <ul><li>People seem to be satisfied with their choice of open source CRM: </li></ul><ul><ul><li>In the NTEN CRM satisfaction CiviCRM was first in satisfaction, SugarCRM and Organizer’s Database were 3 rd and 4 th (out of 22 tools.) </li></ul></ul><ul><ul><li>These tools were all ahead of Blackbaud, Convio, Kintera, and other proprietary CRMs. </li></ul></ul>
  14. 14. Why not open source CRM? <ul><li>You need features not present in any current open source CRM </li></ul><ul><li>Your staff are familiar with a particular CRM </li></ul><ul><li>You want Software as a Service (SaaS) </li></ul>
  15. 15. Open Source CRM <ul><li>All current open source offerings are: </li></ul><ul><ul><li>Stable and secure </li></ul></ul><ul><ul><li>Support (both paid and community) readily available </li></ul></ul><ul><li>Some are “Enterprise Class” </li></ul>
  16. 16. Web Based CRMs: CiviCRM <ul><li>LAMP Stack (Linux, Apache, MySQL, PHP) </li></ul><ul><li>Web-based </li></ul><ul><li>Integrates with Drupal or Joomla (Drupal is best) </li></ul><ul><li>Has a new stand alone version </li></ul><ul><li>Version 2.0 is newly released </li></ul><ul><li> </li></ul><ul><li>Webinar 4/29 </li></ul>
  17. 17. Web Based CRMs: SugarCRM <ul><li>Written primarily for Sales in for-profit organizations </li></ul><ul><li>LAMP stack, fully open source </li></ul><ul><li>GPL v3 </li></ul><ul><li> </li></ul>
  18. 21. SugarCRM <ul><li>Strengths: </li></ul><ul><ul><li>Lots of features </li></ul></ul><ul><ul><li>Popular </li></ul></ul><ul><ul><li>Active Community </li></ul></ul><ul><ul><li>Can be used by large organizations </li></ul></ul><ul><ul><li>Easy to install </li></ul></ul><ul><ul><li>Has a company behind it – so paid support is easily available </li></ul></ul><ul><li>Weaknesses </li></ul><ul><ul><li>Designed for sales/business </li></ul></ul>
  19. 22. Client/Server CRM: mpower open <ul><li>Very mature product, very newly open source </li></ul><ul><li>Comparible to Raiser’s Edge </li></ul><ul><li>Windows client </li></ul><ul><li>Depends on MS SQL Server </li></ul><ul><li>Written in C#/.NET </li></ul><ul><li>No community yet </li></ul><ul><li> </li></ul>
  20. 23. mpower open <ul><li>Strengths </li></ul><ul><ul><li>Designed for nonprofits </li></ul></ul><ul><ul><li>Used by medium and large organizations </li></ul></ul><ul><ul><li>Comparible to Raiser’s edge </li></ul></ul><ul><ul><li>Mature product </li></ul></ul><ul><ul><li>Completely open APIs </li></ul></ul><ul><ul><li>Company behind it – paid support is readily availabe </li></ul></ul><ul><ul><li>Lots of future potential </li></ul></ul>
  21. 24. mpower open <ul><li>Weaknesses </li></ul><ul><ul><li>Newly open sourced – no community around it </li></ul></ul><ul><ul><li>Not easy to install </li></ul></ul><ul><ul><li>Currently depends on proprietary platform and database </li></ul></ul>
  22. 25. Desktop CRM: eBase Pro <ul><li>Has been around for a long while </li></ul><ul><li>Is not truly open source – written with FileMaker Pro </li></ul><ul><li>Can be customized if you own FileMaker Pro </li></ul><ul><li>Good for small-medium sized orgs </li></ul><ul><li>Future is uncertain </li></ul><ul><li> </li></ul>
  23. 29. Dekstop CRM: Organizer’s Database <ul><li>Windows only </li></ul><ul><li>Written in Visual Basic </li></ul><ul><li>GPL </li></ul><ul><li>Customizable </li></ul><ul><li>Active Community </li></ul><ul><li>Still under active development </li></ul><ul><li> </li></ul>
  24. 33. How to choose a CMS <ul><li>What’s your budget? </li></ul><ul><ul><li>Cost is not just the cost of software, it includes implementation, support, and data migration </li></ul></ul><ul><ul><li>Remember to include staff time in your calculations </li></ul></ul><ul><li>Can you identify sources of support? </li></ul><ul><ul><li>Paid support from vendor/company </li></ul></ul><ul><ul><li>Consultant support </li></ul></ul><ul><ul><li>Community support (takes staff time) </li></ul></ul>
  25. 34. How to choose a CMS, continuted <ul><li>Features – what do you need? </li></ul><ul><ul><li>Basic contact management </li></ul></ul><ul><ul><li>Donation tracking </li></ul></ul><ul><ul><li>Tracking of activities and events </li></ul></ul><ul><ul><li>Integrated online donations </li></ul></ul><ul><ul><li>Email advocacy or newsletters </li></ul></ul><ul><ul><li>Other features </li></ul></ul><ul><li>Compare feature sets of different CRMs </li></ul>
  26. 35. How to choose a CMS, continued <ul><li>Open APIs, and ease of data import and export </li></ul><ul><li>How important is open source? </li></ul><ul><li>Platform issues (web, desktop) </li></ul><ul><li>Database issues (some open source CRMs require proprietary databases) </li></ul>
  27. 36. Resources <ul><li>Software choice worksheet: </li></ul><ul><li>NTEN CRM satisfaction survey: </li></ul><ul><li>Great Idealware article on CRM: </li></ul>