A Partnership ofNGOs, SugarCRM and the Sugar Ecosystem <br />Heather Johnson, The Robin Hood Foundation<br />Adrian Boerst...
A Partnership of NGOs, SugarCRM and the Sugar Ecosystem<br />What is an NGO?<br />NGOs (or “Non-governmental Organizations...
A Partnership of NGOs, SugarCRM and the Sugar Ecosystem<br />What is unique about CRM for NGOs?<br />CRM is important for ...
What is the lifecycleof an NGO’s relationship with customers and contacts?
What are the objectivesassociated with tracking and managing points of contact between an NGO and its “customers” and betw...
A Partnership of NGOs, SugarCRM and the Sugar Ecosystem<br />A Common Set of Needs: NGOs Don’t Compete!<br />… and more!<b...
A Partnership of NGOs, SugarCRM and the Sugar Ecosystem<br />Training & Implement-ation<br />External Application Integrat...
A Partnership of NGOs, SugarCRM and the Sugar Ecosystem<br />Custom Language Definitions for NGOs<br /><ul><li>Default lan...
NGOs don’t “sell,” we reach out to communities, form partnerships and perform mission-driven services.
Is there a general or universal lexicon that could better serve the NGO community?</li></ul>Some of StoryCorps’ Language C...
Opportunity (module)
Sales Stage (field)</li></ul>StoryCorps<br /><ul><li> Organization
Partnership
Status</li></li></ul><li>A Partnership of NGOs, SugarCRM and the Sugar Ecosystem<br />
A Partnership of NGOs, SugarCRM and the Sugar Ecosystem<br />Integrating SugarCRM with External Applications<br /><ul><li>...
SugarCRM’s SOAP API is robust and well-documented. It not only adapts to your module and language customizations, but it m...
There is a tremendous market opportunity for third party SugarCRM integration, including Google Apps, WordPress, Drupal, B...
There is also a tremendous lack of integration examples and documentation.</li></li></ul><li>A Partnership of NGOs, SugarC...
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SugarNGO: A Partnership of NGOs, SugarCRM and the Sugar Ecosystem | SugarCon 2011

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NGOs (Non-governmental Organizations) are non-profit voluntary citizens' groups organized around a core set of goals or principles which they drive toward through action. CRM tools are critical for NGOs and SugarCRM is a natural fit given its open source, collaborative approach to development.

NGOs can appreciate the unique customizability of Sugar since traditional sales tools are often necessary for them but need to be re-conceptualized around this unique industry. With this session, we kick off an exciting partnership between the community of NGOs, SugarCRM, and the extended set of partners and customers that comprise the Sugar ecosystem. We discuss some of the unique needs NGOs have for CRM and demonstrate how two specific organizations -- The Robin Hood Foundation and StoryCorps -- have customized versions of Sugar to meet those needs. We demonstrate the business case for a coalition of NGOs driving Sugar development that is focused on the unique needs of NGOs, and provide concrete next steps for the build-out of a robust NGO community for Sugar.

Presented at SugarCon 2011 by Heather Johnson, Robin Hood Foundation, Adrian Boerstra, Intricity, Dean Haddock, StoryCorps

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SugarNGO: A Partnership of NGOs, SugarCRM and the Sugar Ecosystem | SugarCon 2011

  1. 1.
  2. 2. A Partnership ofNGOs, SugarCRM and the Sugar Ecosystem <br />Heather Johnson, The Robin Hood Foundation<br />Adrian Boerstra, Intricity LLC<br />Dean Haddock, StoryCorps<br />Tuesday, April 5th, 2011<br />©2011 SugarCRM Inc. All rights reserved.<br />
  3. 3. A Partnership of NGOs, SugarCRM and the Sugar Ecosystem<br />What is an NGO?<br />NGOs (or “Non-governmental Organizations”) are “non-profit, voluntary citizens' group[s] which [are] organized on a local, national or international level. Task-oriented and driven by people with a common interest, NGOs perform a variety of service and humanitarian functions, bring citizen concerns to Governments, advocate and monitor policies and encourage political participation through provision of information. Some are organized around specific issues, such as human rights, environment or health.”–from ngo.org (http://www.ngo.org/ngoinfo/define.html, 3/19/2011)<br />
  4. 4. A Partnership of NGOs, SugarCRM and the Sugar Ecosystem<br />What is unique about CRM for NGOs?<br />CRM is important for many of the same reasons it is in sales-oriented organizations (e.g., contacts management, opportunity tracking, and customer relationship management). But in taking a closer look at even these basic functions, we can already begin to see how NGOs’ uses of CRM is unique.<br /><ul><li>What is a customer?
  5. 5. What is the lifecycleof an NGO’s relationship with customers and contacts?
  6. 6. What are the objectivesassociated with tracking and managing points of contact between an NGO and its “customers” and between customers themselves?</li></li></ul><li>A Partnership of NGOs, SugarCRM and the Sugar Ecosystem<br />A Common Set of Needs: Implemented in Silos<br />
  7. 7. A Partnership of NGOs, SugarCRM and the Sugar Ecosystem<br />A Common Set of Needs: NGOs Don’t Compete!<br />… and more!<br />
  8. 8. A Partnership of NGOs, SugarCRM and the Sugar Ecosystem<br />Training & Implement-ation<br />External Application Integration<br />Custom Language Files<br />StoryCorps is an independent nonprofit whose mission is to provide Americans of all backgrounds and beliefs with the opportunity to record, share, and preserve the stories of our lives. Since 2003, StoryCorps has collected and archived more than 30,000 interviews from more than 60,000 participants. Each conversation is recorded on a free CD to share, and is preserved at the American Folklife Center at the Library of Congress.<br />Dean Haddock<br />Manager, Information Technology<br />
  9. 9. A Partnership of NGOs, SugarCRM and the Sugar Ecosystem<br />Custom Language Definitions for NGOs<br /><ul><li>Default language definitions in SugarCRM are sales-related.
  10. 10. NGOs don’t “sell,” we reach out to communities, form partnerships and perform mission-driven services.
  11. 11. Is there a general or universal lexicon that could better serve the NGO community?</li></ul>Some of StoryCorps’ Language Customizations<br />Customizing SugarCRM to fit the language used within your organization, is critical to the success of your implementation, and it’s easy to do!<br />Original<br /><ul><li> Account (module)
  12. 12. Opportunity (module)
  13. 13. Sales Stage (field)</li></ul>StoryCorps<br /><ul><li> Organization
  14. 14. Partnership
  15. 15. Status</li></li></ul><li>A Partnership of NGOs, SugarCRM and the Sugar Ecosystem<br />
  16. 16. A Partnership of NGOs, SugarCRM and the Sugar Ecosystem<br />Integrating SugarCRM with External Applications<br /><ul><li>NGOs are uniquely transparent entities. We want to tell everyone about everything we do.
  17. 17. SugarCRM’s SOAP API is robust and well-documented. It not only adapts to your module and language customizations, but it makes use of logic hooks, too!
  18. 18. There is a tremendous market opportunity for third party SugarCRM integration, including Google Apps, WordPress, Drupal, Blackbaud, etc.
  19. 19. There is also a tremendous lack of integration examples and documentation.</li></li></ul><li>A Partnership of NGOs, SugarCRM and the Sugar Ecosystem<br />
  20. 20. A Partnership of NGOs, SugarCRM and the Sugar Ecosystem<br />Training and Implementation<br />Considerations for NGOs<br /><ul><li>NGOs can be very democratic, so consider a “grass roots” approach when consulting for a project. Eat the elephant one bite at a time.
  21. 21. Appoint one point person from each department or project. Meet as a group and with each party one-on-one.
  22. 22. With many hands in one pot, conduct “change control” meetings to invite feedback and prevent conflicting system enhancements.
  23. 23. How useful would a centralized collection of one-pages, tutorials and other training generic training materials be to the NGO community?</li></li></ul><li>A Partnership of NGOs, SugarCRM and the Sugar Ecosystem<br />The Robin Hood Foundation<br />Founded in 1988, The Robin Hood Foundation targets poverty in New York City <br />through the unique approach of applying sound investment principles to <br />philanthropy. Robin Hood gives 100% of every donation to New Yorkers in need. <br />It plays an active role in improving the effectiveness of the organizations it funds <br />through Management Assistance programs and uses a Metrics-based approach to <br />measure their success. <br />In-Kind Resource Management<br />Grantee & Grants Management<br />Grant Payments<br />Management Assistance<br />
  24. 24. A Partnership of NGOs, SugarCRM and the Sugar Ecosystem<br />Grants Management<br />A Robin Hood Grantee<br />Custom Language files for appropriate labeling<br />
  25. 25. A Partnership of NGOs, SugarCRM and the Sugar Ecosystem<br />Grants Management<br />Individual Grants Roll Up to A Grantee<br />A Core Grant Record<br />
  26. 26. A Partnership of NGOs, SugarCRM and the Sugar Ecosystem<br />Grants Management<br />Payments Roll Up to A Core Grant<br />A Payment Record<br />
  27. 27. A Partnership of NGOs, SugarCRM and the Sugar Ecosystem<br />A Common Set of Needs:A Unified Voice<br />… and more!<br />
  28. 28. A Partnership of NGOs, SugarCRM and the Sugar Ecosystem<br />Unifying NGOs for Sugar<br />Our mission is to identify and address the common needs for managing constituent relationships among non-profit, not-for-profit, and non-governmental organizations (NGOs) by establishing a cohesive strategy for product development, and support with alignment between SugarCRM and the NGO community inclusive of new users, and existing commercial/community edition users.<br />
  29. 29. A Partnership of NGOs, SugarCRM and the Sugar Ecosystem<br />How your organization can get involved<br />Dean Haddock<br />Heather Johnson<br />AdrianBoerstra<br />Thank You!<br />
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