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Getting Started with Salesforce CRM for Nonprofits
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Getting Started with Salesforce CRM for Nonprofits


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Slide deck that accompanies the Getting Started with Salesforce webinar from the Foundation. See the webinar scheduled here: …

Slide deck that accompanies the Getting Started with Salesforce webinar from the Foundation. See the webinar scheduled here:

Find the links referenced in this deck here:

Published in: Technology, Business

  • Great work! may I recommend using Snapforce CRM software, which offers a great amount of services
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  • Convert your supporters into volunteers, donors and fundraisers & grow your donations exponentially. Having clear calls to action that lead to landing pages where constituents can make a donation easily and you can manage your supporters/volunteers for future events in your nonprofit organization. Contact us for more:
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  • Today I will be giving you all a brief overview of the products and how nonprofits are using them. I will share a few best practices for getting started with Salesforce and then I will give you a brief tour of the Salesforce user interface. Finally, we will end with a question and answer period.
  • is a very successfulglobal leader in customer relationship management or “CRM” & cloud computing. The company was founded in 1999 and is known for revolutionizing the world of enterprise business applications by providing the tools and applications needed to run a business entirely online - or in what we like to call the cloud (you might have noticed the subtle cloud theme). Running your software in the cloud basically means that there is no hardward, software or middleware to download, install and maintain. And you don’t need to have technical resources dedicated to maintaining the server where your data lives.To deliver its software as service model, Salesforce uses what is called a multi-tenant architecture – basically, what that means is that if you can image a very large, but very secure hotel, you can imagine that you now have a private, customizable room in the same hotel with all of the other Salesforce customers which include fortune 500 companies like Dell Computers, Snapple, The Wall Street Journal and many many others. So, when you sign on to Salesforce, your organization is getting the same data security, the same system updates, and is running off the same technology infrastructure as those companies, but at a very limited cost. This also means that all Salesforce users are always on the latest version of our platform because everyone gets instant and seamless upgrades about three times a year. The multi-tenant architecture also makes is easy to open secure connections with other organizations using Salesforce or external constituents to share information using what we call portals.
  • When you see information about the Sales Cloud, they are really talking about our basic customer relationship manager, this is where nonprofits manage their constituents, donations, grants, volunteers, and campaigns.
  • The Service cloud is all about servicing clients. It includes products like a Knowledge Base, a Call Center, Chat integration, and Community Sites integration among other things. Nonprofits using these services are using them to manage crisis hotlines, social service case management, and engage their communities.
  • Chatter or the Collaboration Cloud is the newest Salesforce product and it facilitates real-time collaboration for your organization. It allows users to create profiles, follow people, groups, files and records from desktop and mobile devices.
  • is where nonprofits quickly create custom apps for their unique programs and services that you offer
  • 10 enterprise edition licenses at no cost, deep discounts on additional licenses, products and/or services from,discounts on training,discounts on special events,access to nonprofit and higher ed specific users groups, events and webinars, and discounts on participating Apps and consulting partners from the AppExchange.
  • When you are accepted into the Power of Us Program, your organization will receive your very own securesalesforce org with 10 Enterprise Edition licenses. A license is attached to a single user, so with 10 licenses, you could have 10 users logged on to your Salesforce org at one time. Your org or instance of Salesforce is the virtual space provided to an individual customer of Your org includes all of your data and applications, and is separate and secure from all other orgs. ANIMATION:The Enterprise Edition is the most popular edition offered by and it includes access to a host of objects and tools that your organization can use to manage constituents, programs, volunteers, and lots more.
  • In addition to the standard Enterprise Edition, Power of Us customers also get some extended limits including 2,000 custom objects, unlimited tabs and apps, and 1 configuration only sandbox. Download the Edition comparison document to see all the data objects and tools included in the Enterprise Edition.ANIMATION: If you are new to salesforce and want to learn more about what an object or a sandbox is please review our nonprofit translator at
  • The additional products available at a discount include products like service cloud licenses, licenses, portal licenses and premiere support among others. We also offer deep discounts on owned products like Radian6 and among others. ANIMATION: If your organization needs more than 10 licenses OR if you are interested in these additional products, please call 1-800-NOSOFTWARE to get connected to your Account Executive.
  • Today I will be giving you all a brief overview of the products and how nonprofits are using them. I will share a few best practices for getting started with Salesforce and then I will give you a brief tour of the Salesforce user interface. Finally, we will end with a question and answer period.
  • One of our super users once said that getting 10 free licenses of salesforce was kind of like getting a free puppy. ANIMATION: While the puppy was free, it is going to require some investment of time, skill and money to get that puppy to grow into a well trained best friend.Essentially, salesforceisn’t a product that most organizations can turn on and start using effectively on day 1. Salesforce is an enterprise level solution and it requires some initial customization in order for you to get the most out of it. Most of that customization can be done in what we call a point-and-click interface, but effective customization requires some combination of either time, technical skill and/or a budget to hire a consultant.
  • Although every implementation is unique, There are 5key elements that have proven most essential to a successful Salesforce implementation. These are:Choosing the right implementation path for your organizationIdentifying the key stakeholders for your implementationDefining your goals – what do you want to accomplish with our technology?Mapping your organizational objectivesCreating your rollout and adoption plan
  • Our recommendation is to engage with a certified implementation partner as this has historically been the fastest path to success. They have the skills and resources necessary to get you up and running quickly. Partners also have the advantage of industry and product expertise, as well as connections to local resources who can assist you in person. <<animation 1>> For more information on where to find partners, visit our AppExchange and engage with your Account Executive. 
  • There are 3 common reasons customers decide to set up Salesforce themselves. Some organizations already have in-house expertise because their employees have set up Salesforce before, their deployment may be small and low in complexity, or for others a partner engagement may simply be out of budget.If you choose to self implement, we recommend that you use our Getting Started Implementation Guide, which walks you through the steps and milestones of your implementation. <<animation 3>>Use this guide with the Getting Started Workbook; it has a template for documenting the process as you go along. Training is also critical. The person in your company responsible for configuring Salesforce, importingyour data, and managing the implementation needs asolidunderstanding of the product.Our Help & Training portal has valuable online training courses available for free, including one called Getting Started Administering Salesforce that teaches the basics of administration. We also have regional and virtual live training available at an additional cost.  Whether you decide to self implement or use a partner, the best practices necessary for a successful deployment are the same. Let’s discuss these now.
  • There are several different ways to get trained on salesforce . . .
  • Experience has shown that there are 2 critical stakeholders that need to be identified:<<animation 1>> The Executive Sponsor is a key contact who will drive the vision and communicate the strategy of what you want to accomplish with Salesforce. Often they hold senior manager positions, and a critical part of their role is to lead managers and end users in adopting the application. <<animation 2>> The second key contact is someone we call the System Administrator. This person typically has business process expertise and the training and knowledge necessary to configure Salesforce to best realize your goals and objectives. They are often the ones responsible for training end users and supporting these users post deployment.Besides these key roles, your team may also include others who participate in your deployment, including Business Managers, Technical Leads, Program Managers, and Trainers.
  • An important step in any implementation, and one which is often overlooked, is to articulate the vision of what you’re seeking to achieve. This may seem intuitive and it doesn’t take a great deal of time to define, but it’s a useful exercise to provide everyone with a clear purpose and align your employees on a common goal.
  • Next, it’s important to develop a strategy to measure your success.Your goals and objectives will naturally evolve over time, <<animation 1>>but when you have a clear understanding of what you want to achieve, you can then create the analytics needed to track and measure the impact. To do this, you can create a value map. <<animation 2>> Let's walk through an example:<<animation 3>>A common goal of Salesforce customers is to grow their organization by increasing donations.<<animation 4>> The primary way to achieve this goal is by:1) acquiring new donors; and2) Increasing the engagement of the donors you already have. <<animation 5>>You can then map out key capabilities in Salesforce that will help you achieve these goals, such as: Capturingpropsectsfrom your websiteTracking which fundraising initiatives are generating the most prospectsAnd managing and nurturing your current pipeline of fundraising opportunities<<animation 6>> Finally, you will want to create reports and dashboards that will measure you success with those goals. To get a jump start, youcan visit the AppExchange and download free dashboards created by our internal experts. These pre-built reports and dashboard templates are easy to install, and they help measure and track your goals and objectives. After downloading the reports and dashboards into Salesforce, you can customize them to fit your requirements, which can be a big time saver.
  • Lastly, we recommend taking the approach of walking before you run. Focus first on a subset of the functionality available to you on Salesforce, and create a rollout plan of how you want to grow in the future. <<animation 1>>For example, you may want to spend the first months of deployment focused on importing accounts and contacts,managing your current pipeline of opportunities, and using Chatter to introduce the power of collaboration from the very beginning. This strategywill allow your end users to get comfortablewith the application and adopt the early features you have designated as the most critical before you add more complexity. <<animation 2>>Later you can expandfunctionality to include lead tracking, forecasting, and integrating Salesforce with other critical business applications. In this way, you can establish a foundation before overwhelming your end users with too much complexity early on._____________________________ Michelle: (1) Perhaps a couple of extra animations here at the beginning representing a) importing accounts and contacts b) managing your current pipeline of opportunities, and c) using Chatter?(2)we may want to add even more about Chatter here
  • Once you have successfully implemented, then you can extend your implementation by adding integrations like the Outlook integration, mobile access or the Google apps integration. Or you can add apps from the AppExchange for things like online donation processing or online event registration.
  • After you have begun your implementation, you will also want to join the active and ever-growing Salesforce user community. There are several nonprofit specific groups that will be helpful to you. You can join a nonprofit user group, access the community via the Answers site or if you are using the nonprofit starter pack, you can join the nonprofit starter pack Google group available on
  • So, in standard Salesforce, you have a series of what we call objects. Those objects are basically just groups of related information. You can think about objects like spreadsheets in Excel. So, for instance, Contacts is an object that holds all the information on your contact. That contact is in a relationship with another object called an Account. In standard Salesforce, all contacts are attached to accounts. Opportunities, which are sales or transactional activities like donations, memberships or grants are also attached to accounts. You also have some standard objects like activities and notes and attachments that can be attached to both Contacts, Accounts and Opportunities.
  • So, as we mentioned, a large part of helping a nonprofit is understanding how terminology and concepts translate for the nonprofit sector. For leads, think about anyone that hasn’t become fully engaged with your organization like prospects. For contacts, think about all the individuals that are involved with your organization including donors, volunteers, clients and program officers. For accounts, think about all the organizations and corporations that are involved with your organization. With opportunities, think about any transactional activities that are relevant to your organization, like donations, memberships, class registrations, or t-shirt sales. And for campaigns, think about using campaigns to manage events, fundraising campaigns, volunteer events, and any sort of program or educational campaigns.
  • Today I will be giving you all a brief overview of the products and how nonprofits are using them. I will share a few best practices for getting started with Salesforce and then I will give you a brief tour of the Salesforce user interface. Finally, we will end with a question and answer period.
  • Transcript

    • 1. Welcome! We’ll get started shortly. Getting Started with Salesforce for Foundation customersAlicia Schmidt / @SFDCFoundation
    • 2. agenda•  Introduction to cloud computing and the products•  Best practices for getting started with Salesforce•  Tour of the Salesforce user interface and basic features•  Q and A
    • 3. what is Cloud computing = Shared resources, software, and information are provided to computers and other devices on demand via the internet. Another example of cloud computing = Google Apps.
    • 4. People + 470,000 + hours of service Technology + 17,000 + nonprofit orgsvision: Resources + $40 million + grants = integrated philanthropy
    • 5. Manage and engage withconstituents Fundraising Volunteer Management Grants Management Campaigns Class Registration Service Fees Client, donor, partner and volunteer contact management
    • 6.  Manage constituentservice and communitybuilding Case Management Knowledge Base Client Service Community Portals
    • 7. Collaborate in real-timefrom mobile and desktopdevices. Collaboration File sharing Group collaboration Real-Time updates
    • 8. Create custom apps foryour unique programs Custom apps to manage your unique programs and services
    • 9. Monitor and engage withconstituents andadvocates via socialmedia Social media monitoring Social media engagement Social advertising Social / CRM integration
    • 10. Align and motivate yourstaff to drive towardsmeeting your mission Align Motivate Perform Social Feedback & Social Performance Thanks Calibration Goals Coaching Rewards Summaries
    • 11. •  10 Enterprise Edition licenses at no cost•  Deep discounts on additional licenses, products and/or services from•  Discounts on training•  Discounts on events•  Access to nonprofit and higher ed specific users groups, events and webinars•  Discounts on participating Apps and consulting partners from the AppExchange
    • 12. Enterprise Edition + constituent mgmt donation / grants mgmt reports & analyticscampaign / events mgmt + custom objects case managementcollaborate with Chatter file sharing / content mgmt workflows & approvals ORG LICENSES email & activity mgmt 1GB file / 1GB data storage mobile access (Mobile Lite)
    • 13. Enterprise Edition + Foundaon  Edion  =  Enterprise  Edion  +   Feature   Accounts,  Contacts,  Opportuni8es   ✔ = included Tasks,  Events,  Ac8vi8es   ✔ Email  integra8on  –  Outlook,  Gmail,  Lotus   ✔ Google  Apps   ✔ Mobile  Access   ✔ Content  Library   ✔ Reports    &  Dashboards   ✔ Leads,  Lead  Management  Rou8ng,  Web-­‐to-­‐Lead   ✔ Cases,  Case  Management  Rou8ng,  Web-­‐to-­‐Case   Foundaon  Edion  =  Enterprise  Edion  +   ✔ Email  templates,  Mass  Email   ✔ Salesforce  to  Salesforce  Sandbox  –  Developer,  Configura8on,  Full   5  Developer,  ✔  Config  Only,  $  Full   1 ChaKer   ✔Unlimited  Tabs  &FApps   Campaigns,     orecas8ng   ✔✔ Products,  Pricebooks,  Quotes   ✔ Role  permissions  2,000  Custom  Objects   ✔✔ Workflow  &  Approvals     ✔ Territory  Management   ✔ Apex  Code,  Dynamic  Dashboards   ✔ Profiles,  Page  Layouts   ✔ Offline   ✔ Web  Services  API   ✔ Full  Mobile   $ = additional cost Premier  Plus   $ = additional cost   $ = additional cost Sandbox  –  Developer,  Configura8on,  Full   Unlimited  Tabs  &  Apps  Only,  $  Full   5  Developer,  1  C ✔ 2,000  Custom  Objects   ✔ * includes 1GB of data and file storage
    • 14. discounts on additional products Social Media monitoring and + 10 Enterprise Service Cloud engagement Edition Licenses (case mgmt) (custom apps) portals Premiere SuccessAcquire clean and (community access) (training/support)accurate data (mobile apps) 1-800-NOSOFTWARE
    • 15. what does my orgneed to do to be successful with Salesforce CRM?
    • 16. “free like a puppy”time + skillAND/ORmoney =SUCCESS
    • 17. How Do You Prepare For Success? 1 2 3 4 5 Choose Define Map Create Identify Your Your Key Your OrganizationalImplementation Rollout Stakeholders Vision Objectives Path Plan 5 Key Elements
    • 18. Partners or a Quickstart Self Implement1. Choose your implementation path?
    • 19. why choose a partner?–  demonstrate value quickly–  ability to scale quickly–  certified Salesforce skills–  nonprofit or higher ed + product expertise–  local presence Consultants specializing in nonprofits Consultants specializing in education
    • 20. get a quickstart$5,000 =predefined scope of work,including: •  40 hours of consulting •  customization and data import •  end user training
    • 21. Strong in-house expertise Small deployment / low complexity Why Self Implement? Lack of budgetGetting Started Getting Online Regional andImplementation Started Training Virtual Live Guide Workbook Courses Training Courses
    • 22. 50% OFF Salesforce.comtraining certification training Each class = $1,500 Access to an on-demand Premier training library - PAID Support virtual training tailored to Training with a nonprofits from Foundation partner or Self-guided Learning Center training Help and Training in your org
    • 23. 2. who should be involved?Key Stakeholders: Executive Sponsor §  articulates the value §  encourages adoption §  communicates the strategy System Administrator §  organizational process expert §  ability to configure Salesforce §  train and support end users
    • 24. 3. what is your vision? What problems with salesforce help you solve? To provide our Development team leading technology tools to maximize fundraising and productivity, accelerate donations, and work smarter. To be able to spend less time on paperwork and more time with clients, and be able to analyze our effectiveness in real-time.
    • 25. 4. How Will You Map Requirements? Objectives: Capabilities: Goal: Acquire new customers Capture Web leads Track campaign Increase revenue Sell more to existing effectiveness customers Manage the pipeline Click here to download our Free Dashboards! Salesforce CRM Dashboards
    • 26. High 5. Create your roll-out plan: Mission Critical Walk before you run… Applications AccountingBusiness Impact Integration HR Management Customer Service Campaign Donation and Management Grants Management Reporting & Task Management Lead Tracking Contact ManagementLow Limited Extensive Functionality
    • 27. After your initial implementation: extend your application donation direct mail e-mailprocessing and invoicing marketing eSignature data cleansing Outlook Integration volunteer donor event document applicationmanagement management registration management forms Mobile Google Access Apps
    • 28. Don’t forget: join the community• 30 Nonprofit User Groups aroundthe world• Answers Community• Nonprofit Starter Pack Google Group
    • 30. translating the standard objects Client Donor LEADS Prospects Prospects All CONTACTS Donors Volunteers Clients Individuals ACCOUNTS Organizations Foundations Corporations Partners AnyOPPORTUNITIES Donations Memberships Classes transactional activities Volunteer Program CAMPAIGNS Events Fundraising Management Outreach
    • 31. I need help.•  Help and Training in your Org•  Foundation Office Hours – General User Questions•  Answers Community• Tech Support ?What’s up with my donation?•  crmdonation@salesforce.comHow do I purchase additional licenses/products?•  1.800.NOSOFTWARE
    • 32. now lets take a look inside Salesforce CRM . . .