Nonprofit contact and donor relationship management (CRM)

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Presentation by Steve Backman and Marc Baizman on major trends in nonprofit CRM. Features Salesforce, Giftworks and CiviCRM as representative offerings. Given at 2009 Mass Nonprofit Network/Associated Grantmakers conference, Framingham Mass.

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  • Dear Sir/Madam,

    Education Supplements International is a non-governmental organization(NGO) based in Nakuru,Kenya.
    Our Major project is Dundori Orphans Project where we operate a feeding site at Githioro Centre in Dundori Division in Nakuru North District.
    Please find details of this project in our website: www.dundoriorphans.com

    Kindest regards,

    Nicholas Ng'ang'a
    Executive Director
    Education Supplements International
    P.O Box 3305,
    Nakuru
    Kenya.
    Email:nicholas@dundoriorphans.com
    edsupintl@yahoo.com
    Phone:(254)-020 3528347
    Website:www.dundoriorphans.com
       Reply 
    Are you sure you want to  Yes  No
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  • MEffective Contact and Donor Management - What's New Many small and medium sized nonprofits wrestle with older contact management systems or no system at all. This workshop will survey new opportunities that could help organizations overcome the obstacles of costs, resources and complexity of change. Participants will learn about: • the new generation of contact and donor databases and how to get started evaluating them • how to consider costs and benefits of integrating web forms, such as event registration or donations, with internal databases • cloud computing such as Salesforce's nonprofit edition or Convio's common ground or and how these can reduce the overhead for effective contact management • better integration of donor lists with email newsletter lists and social networking pages
  • M Effective Contact and Donor Management - What's NewMany small and medium sized nonprofits wrestle with older contact management systems or no system at all. This workshop will survey new opportunities that could help organizations overcome the obstacles of costs, resources and complexity of change. Participants will learn about: • the new generation of contact and donor databases and how to get started evaluating them • how to consider costs and benefits of integrating web forms, such as event registration or donations, with internal databases • cloud computing such as Salesforce's nonprofit edition or Convio's common ground or and how these can reduce the overhead for effective contact management • better integration of donor lists with email newsletter lists and social networking pages
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  • M Effective Contact and Donor Management - What's NewMany small and medium sized nonprofits wrestle with older contact management systems or no system at all. This workshop will survey new opportunities that could help organizations overcome the obstacles of costs, resources and complexity of change. Participants will learn about: • the new generation of contact and donor databases and how to get started evaluating them • how to consider costs and benefits of integrating web forms, such as event registration or donations, with internal databases • cloud computing such as Salesforce's nonprofit edition or Convio's common ground or and how these can reduce the overhead for effective contact management • better integration of donor lists with email newsletter lists and social networking pages
  • They may all look the same on the outside, but they’re not!
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  • M Go back 10-15 years, this was the only option. Raiser’s Edge, etc. Also, there are cheaper options (style of pogram). Not necessarily bad – for intensive donor tracking, on-line systems not as good
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  • Lots of pieces, but you can assemble what you want (if you know how)
  • M Like a Porsche - with hood welded shut!
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  • M Using 1.0 model here for now
  • M This isn’t hard! Just use Excel!
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  • Effective Contact and Donor Management - What's NewMany small and medium sized nonprofits wrestle with older contact management systems or no system at all. This workshop will survey new opportunities that could help organizations overcome the obstacles of costs, resources and complexity of change. Participants will learn about: • the new generation of contact and donor databases and how to get started evaluating them • how to consider costs and benefits of integrating web forms, such as event registration or donations, with internal databases • cloud computing such as Salesforce's nonprofit edition or Convio's common ground or and how these can reduce the overhead for effective contact management • better integration of donor lists with email newsletter lists and social networking pages
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  • M Effective Contact and Donor Management - What's NewMany small and medium sized nonprofits wrestle with older contact management systems or no system at all. This workshop will survey new opportunities that could help organizations overcome the obstacles of costs, resources and complexity of change. Participants will learn about: • the new generation of contact and donor databases and how to get started evaluating them • how to consider costs and benefits of integrating web forms, such as event registration or donations, with internal databases • cloud computing such as Salesforce's nonprofit edition or Convio's common ground or and how these can reduce the overhead for effective contact management • better integration of donor lists with email newsletter lists and social networking pages
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  • Effective Contact and Donor Management - What's NewMany small and medium sized nonprofits wrestle with older contact management systems or no system at all. This workshop will survey new opportunities that could help organizations overcome the obstacles of costs, resources and complexity of change. Participants will learn about: • the new generation of contact and donor databases and how to get started evaluating them • how to consider costs and benefits of integrating web forms, such as event registration or donations, with internal databases • cloud computing such as Salesforce's nonprofit edition or Convio's common ground or and how these can reduce the overhead for effective contact management • better integration of donor lists with email newsletter lists and social networking pages
  • Optional: probably drop.We could do the continuum exercise where people line up in different areas based on satisfaction level (happy/unhappy) and system name (SF, DonorPerfect, Blackbaud, etc). Marc could lead this.
  • Nonprofit contact and donor relationship management (CRM)

    1. 1. Effective Contact and Donor Management:What’s New<br />Mass Nonprofit Network / Associated Grantmakers of MassachusettsNovember 2009 Nonprofit Conference<br />Steve Backman, Database DesignsMarc Baizman, Root Cause<br />This work is licensed under the Creative Commons Attribution-Noncommercial-Share Alike 3.0 United States License. To view a copy of this license, visit http://creativecommons.org/licenses/by-nc-sa/3.0/us/ or send a letter to Creative Commons, 171 Second Street, Suite 300, San Francisco, California, 94105, USA.<br />
    2. 2. Who’s in the room? <br />Foundation staff<br />Program manager/director<br />Development/Fundraising staff<br />Advocate or community organizer<br />Tech staff, consultants<br />11/13/2009<br />2<br />Effective Contact/Donor Management<br />
    3. 3. Session Goals<br />Learn why you might want to use or upgrade your contact/donor management system<br />Evaluate what to look for<br />Look at a few typical systems<br />Getting Starting with Planning<br />11/13/2009<br />3<br />Effective Contact/Donor Management<br />
    4. 4. Session Goals<br />Learn why you might want to use a contact/donor management system<br />Evaluate what to look for<br />Look at a few typical systems<br />Getting Starting with Planning<br />11/13/2009<br />4<br />Effective Contact/Donor Management<br />
    5. 5. Group Brainstorm: What’s important at your organization? <br /><ul><li> Consolidating multiple donor lists
    6. 6. Sending mail merged appeals
    7. 7. Correlating activists, clients and donors
    8. 8. Organizing contacts into groups
    9. 9. Thanking supporters reliably
    10. 10. Smarter event registration
    11. 11. Sending info, following up from new clients
    12. 12. Managing addresses, duplicates, updates
    13. 13. Planned giving, capital campaigns
    14. 14. Measuring campaign effectiveness
    15. 15. Turning leads into contacts
    16. 16. _______________?</li></ul>11/13/2009<br />5<br />Effective Contact/Donor Management<br />
    17. 17. Where does “CRM” fit into this? <br />11/13/2009<br />6<br />Effective Contact/Donor Management<br />
    18. 18. What does “CRM” stand for?<br />“Customer Relationship Management” <br />Original business version<br />Salesforce, Oracle (Siebel), SAP, Microsoft<br />Nonprofit Adaptations<br />Contact Relationship Management<br />Constituent Relationship Management<br />Donor Management System (DMS - yet another TLA :)<br />11/13/2009<br />7<br />Effective Contact/Donor Management<br />
    19. 19. CRM software integrates contact data<br />11/13/2009<br />8<br />Effective Contact/Donor Management<br />
    20. 20. CRM 2.0 - Your Constituents First<br />Tip: Check out Clay Shirky, Here Comes Everybody<br />11/13/2009<br />9<br />Effective Contact/Donor Management<br />
    21. 21. Group Brainstorm - Why use CRM?<br />11/13/2009<br />10<br />Effective Contact/Donor Management<br />
    22. 22. Why a CRM? <br />From many databases …<br /> …One Ring to Rule them All<br />http://www.flickr.com/photos/mk1971/<br />11/13/2009<br />11<br />Effective Contact/Donor Management<br />
    23. 23. What about Social Media?<br />Is Facebook or Twitter a CRM?<br />11/13/2009<br />12<br />Effective Contact/Donor Management<br />
    24. 24. What about Social Media?<br />Is Facebook or Twitter a CRM?<br />NO, but…<br />Your strategy may need to include these tools<br />11/13/2009<br />13<br />Effective Contact/Donor Management<br />
    25. 25. Session Goals<br />Learn why you might want to use a contact/donor management system<br />Evaluate what to look for<br />Look at a few typical systems<br />Getting Starting with Planning<br />11/13/2009<br />14<br />Effective Contact/Donor Management<br />
    26. 26. Evaluate what to look for<br />11/13/2009<br />15<br />Effective Contact/Donor Management<br />
    27. 27. 3 General Types of Systems<br />Traditional: locally installed on a network<br />Example: Raiser’s Edge<br />Web-installed: need a web hosting provider<br />Example: CiviCRM<br />Software-as-a-Service (SaaS): all on-line, vendor provides hosting<br />Example: Salesforce<br />11/13/2009<br />16<br />Effective Contact/Donor Management<br />
    28. 28. Traditional Installed Systems<br />11/13/2009<br />17<br />Effective Contact/Donor Management<br />
    29. 29. Traditional Systems<br /><ul><li> Typically Windows-only
    30. 30. Often issues with multiple offices
    31. 31. Usually require strong network support , hardware
    32. 32. Customization limited
    33. 33. Run faster than web-based solutions
    34. 34. Rich graphical interfaces
    35. 35. User-friendly
    36. 36. Don’t depend on web connection
    37. 37. More choices</li></ul>11/13/2009<br />18<br />Effective Contact/Donor Management<br />
    38. 38. Web-installed Systems<br />11/13/2009<br />19<br />Effective Contact/Donor Management<br />
    39. 39. Web-installed Systems<br /><ul><li> Multiple offices ok
    40. 40. Cross-platform 
    41. 41.  Can Integrated with your web site
    42. 42. Customizable
    43. 43. Requires tech knowledge
    44. 44. Need a reliable hosting provider
    45. 45. Need to keep up-to-date (security fixes)
    46. 46. Slower than desktop systems</li></ul>11/13/2009<br />20<br />Effective Contact/Donor Management<br />
    47. 47. Software-as-a-Service Systems<br />11/13/2009<br />21<br />Effective Contact/Donor Management<br />
    48. 48. Software-as-a-Service Systems<br /><ul><li> Multiple offices ok
    49. 49. Cross platform 
    50. 50.  Vendor handles hosting, backup, upgrades
    51. 51. Pay only for what you use
    52. 52. Data lives somewhere else
    53. 53. You give up control (could be good too)
    54. 54. Slower than desktop systems
    55. 55. Integration can be difficult</li></ul>11/13/2009<br />22<br />Effective Contact/Donor Management<br />
    56. 56. Two...or More...Types of License <br />Proprietary <br />Pay once, license by user, pay for updates<br />SAAS: pay annually<br />Open development features<br />Charitable donation<br />Open Source<br />Open, but on proprietary platform<br />Complete Open source solution<br />11/13/2009<br />23<br />Effective Contact/Donor Management<br />
    57. 57. Choosing a System:Start With Functions You Need<br />Donation tracking ?<br />Donate online web site?<br />Accounting system?<br />Excel? <br />Databases?<br />Email lists?<br />Web sign-ups?<br />Survey monkey?<br />11/13/2009<br />24<br />Effective Contact/Donor Management<br />
    58. 58. Make an “Evaluation Matrix” or…<br />11/13/2009<br />25<br />Effective Contact/Donor Management<br />
    59. 59. Idealware Donor Software Guide<br />http://www.idealware.org/low_cost_donor/ download.php - it’s FREE!!! <br />11/13/2009<br />26<br />Effective Contact/Donor Management<br />
    60. 60. Session Goals<br />Learn why you might want to use a contact/donor management system<br />Evaluate what to look for<br />Look at a few typical systems<br />Explore where to go from here<br />11/13/2009<br />27<br />Effective Contact/Donor Management<br />
    61. 61. Mission Research Giftworks Demo<br />11/13/2009<br />28<br />Effective Contact/Donor Management<br />http://www.missionresearch.com/giftworks/knowcenter/<br />Giftworks intro sessions:<br />
    62. 62. Donors Page<br />11/13/2009<br />29<br />Effective Contact/Donor Management<br />
    63. 63. Donor Summary<br />11/13/2009<br />30<br />Effective Contact/Donor Management<br />
    64. 64. Maintain Contact Details<br />11/13/2009<br />31<br />Effective Contact/Donor Management<br />
    65. 65. Flexible Relationships<br />11/13/2009<br />32<br />Effective Contact/Donor Management<br />
    66. 66. Donations and Activities<br />11/13/2009<br />33<br />Effective Contact/Donor Management<br />
    67. 67. Reporting via Smartlists<br />11/13/2009<br />34<br />Effective Contact/Donor Management<br />
    68. 68. “Smartlists” feed mailings, reports<br />11/13/2009<br />35<br />Effective Contact/Donor Management<br />
    69. 69. Smartlists feed mailings, reports<br />
    70. 70. CiviCRM Demo<br />CiviCRM is an open source and freely downloadable constituent relationship management solution.<br />CiviCRM is web-based, open source, internationalized, and designed specifically to meet the needs of advocacy, non-profit and non-governmental groups. Integration with both Drupal and Joomla! content management systems gives you the tools to connect, communicate and activate your supporters and constituents<br />11/13/2009<br />37<br />Effective Contact/Donor Management<br />
    71. 71. Open Source Suite of Tools…<br />11/13/2009<br />Effective Contact/Donor Management<br />38<br />…plays well with others<br />
    72. 72. Contact Info<br />11/13/2009<br />Effective Contact/Donor Management<br />39<br />
    73. 73. More details<br />11/13/2009<br />Effective Contact/Donor Management<br />40<br />
    74. 74. Donor info<br />11/13/2009<br />Effective Contact/Donor Management<br />41<br />
    75. 75. Member Management<br />11/13/2009<br />Effective Contact/Donor Management<br />42<br />
    76. 76. Activities and Phone calls<br />11/13/2009<br />Effective Contact/Donor Management<br />43<br />
    77. 77. Event Sign up and other tracking<br />11/13/2009<br />Effective Contact/Donor Management<br />44<br />
    78. 78. Now…with Reports!<br />11/13/2009<br />Effective Contact/Donor Management<br />45<br />
    79. 79. Sample report<br />11/13/2009<br />Effective Contact/Donor Management<br />46<br />
    80. 80. Salesforce Demo<br />11/13/2009<br />47<br />Effective Contact/Donor Management<br />Learn more about the nonprofit donation program here: weekly webinar<br />
    81. 81. Contact Information<br />11/13/2009<br />48<br />Effective Contact/Donor Management<br />
    82. 82. Contact Information (continued)<br />11/13/2009<br />49<br />Effective Contact/Donor Management<br />
    83. 83. Contact Information (continued)<br />11/13/2009<br />50<br />Effective Contact/Donor Management<br />
    84. 84. Recording a Donation<br />11/13/2009<br />51<br />Effective Contact/Donor Management<br />
    85. 85. Sample Report<br />11/13/2009<br />52<br />Effective Contact/Donor Management<br />
    86. 86. Session Goals<br />Learn why you might want to use a contact/donor management system<br />Evaluate what to look for<br />Look at a few typical systems<br />Getting Starting with CRM Planning<br />11/13/2009<br />53<br />Effective Contact/Donor Management<br />
    87. 87. Common Mistakes with CRM Systems<br />Implementing CRM before creating a constituency strategy<br />Rolling out CRM software without changing organization processes to match<br />Assuming that more CRM tech is better<br />Stalking, not wooing constituents<br />Adapted from Darrell Rigby, Frederick Reichheld, Phil Schefter, “Avoiding the 4 Perils of CRM,” HBR Feb 2002(!)<br />11/13/2009<br />54<br />Effective Contact/Donor Management<br />
    88. 88. Planning Checklist<br /><ul><li>Establish, review organizational goals
    89. 89. Establish contact and donor outreach strategies
    90. 90. Map constituents…and categories
    91. 91. Prioritize Features
    92. 92. Match Features to Staff resources </li></ul>http://www.flickr.com/photos/flyforfun/<br />11/13/2009<br />55<br />Effective Contact/Donor Management<br />
    93. 93. Planning Checklist - continued<br /><ul><li>Decide which other systems it has to integrate with
    94. 94. Set practical, measurable goals (SMART)
    95. 95. Budget realistically: first year, recurring expenses
    96. 96. Get senior management, board support
    97. 97. Think in Campaigns</li></ul>http://www.flickr.com/photos/flyforfun/<br />11/13/2009<br />56<br />Effective Contact/Donor Management<br />
    98. 98. Do Your Homework!<br />Idealware Donor Software Guide - get it ASAP<br />http://www.idealware.org/low_cost_donor/download.php<br /> Salesforce Boston Users Grouphttp://usergroups.salesforce.com/nonprofits_boston/<br /> Drupal/CiviCRM Boston Users Grouphttp://groups.drupal.org/boston<br /> Other on-line resources and user groups<br /> Consider Consulting Support<br />11/13/2009<br />Effective Contact/Donor Management<br />57<br />
    99. 99. Session Goals - Review<br />Learn why you might want to use a contact/donor management system<br />Evaluate what to look for<br />Look at a few typical systems<br />Getting Starting with CRM Planning<br />11/13/2009<br />58<br />Effective Contact/Donor Management<br />
    100. 100. Today’s Presentation?<br />11/13/2009<br />Effective Contact/Donor Management<br />59<br />
    101. 101. Q&A and Thanks!<br />Steve Backman, sbackman@dbdes.comSteve is principal at Database Designs Associates, long-time technology strategists and consultants on nonprofit web and data systems: software selection, adoption , customization and support. <br />Marc Baizman, mbaizman@rootcause.orgMarc is Information Technology Manager for Root Cause and has previously worked as Senior Project Manager for Npower.<br />11/13/2009<br />Effective Contact/Donor Management<br />60<br />
    102. 102. Activity: Meet your CRM neighbors!<br />Do you have a CRM or DMS at your org?<br />What is it? (DonorPerfect, Raiser’s Edge, etc)<br />Are you happy with it? <br />Why or why not?<br />Are you CRM 2.0?<br />Why?<br />11/13/2009<br />61<br />Effective Contact/Donor Management<br />

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