Salesforce.com for NonProfits, an Introduction
Upcoming SlideShare
Loading in...5
×

Like this? Share it with your network

Share

Salesforce.com for NonProfits, an Introduction

  • 795 views
Uploaded on

Does your organization rely on antiquated methods for tracking contacts, clients, and donors? Do you use several different databases that aren't cohesive? ...

Does your organization rely on antiquated methods for tracking contacts, clients, and donors? Do you use several different databases that aren't cohesive?

If you are considering moving to a unified database system, view this intro to Salesforce.com, as presented at the HandsOn Tech's workshop April 10, 2013 at the Arlington Heights Public Library.

Salesforce.com is a leading cloud-based CRM. Their sister foundation, Salesforce.com Foundation, offers discounts on licenses for nonprofits with the first 10 being discounted 100%. This workshop provided an introduction to Salesforce and described how it could be used by nonprofits to organize data, view their data, and manage their business processes in useful ways.

More in: Technology
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Be the first to comment
No Downloads

Views

Total Views
795
On Slideshare
737
From Embeds
58
Number of Embeds
4

Actions

Shares
Downloads
16
Comments
0
Likes
4

Embeds 58

http://gtr.net 43
http://www.linkedin.com 13
https://twitter.com 1
https://www.linkedin.com 1

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
    No notes for slide
  • Slide 2My company is 501c3 Technologists. We provide IT support to Chicago’s small nonprofits and our focus is Salesforce solutions.
  • Slide 3We are going to begin with somesurvey questions to get some information about you, our audience. Then we’ll take a look at today’s objective. 1) How long has your organization used Salesforce?Still choosing a solution.Just starting to implement or redefining Salesforce.Less than a year of full use.1-3 years of full use.4+ years of full use. 2) For those of you just getting started with Salesforce, do you have a written statement of what you are solving or the opportunity you wish to create with Salesforce?   3) Do you have a budget and time-line for your Salesforce implementation?
  • Slide 4
  • Slide 5"What’s Your Problem? …and will Salesforce solve it?" How big of a project does this need to be? Do we have the budget for this? Can this be handled in-house, or outsourced? Will it take one week to plan and implement…or (gasp!) one year? None of these questions can be answered without first defining the opportunity you wish to create or the problem you wish to solve. Tune in to learn how to use Salesforce strategically to strengthen yourorganization.
  • Slide 6Problems to Solve:Not enough money coming in…No communication between departments… No one knows what efforts produced our funding and what those efforts cost…Our staff don’t have the time to document their work..We can’t keep track of who comes to our events and whether they volunteer or donate or just eat our appetizers.
  • Slide 7Opportunities to Create:We want to be able to track our volunteer’s time and donations and be able to thank them appropriately. We want our clients to be able to talk to others facing similar issues and be able to share resources with each other. We want our case managers to be able to know whether a client is also being helped by another of our programs at a different site and be able to better coordinate services.
  • Slide 8Solving problems and Creating Opportunities is different than board members’ and staff wish lists and certainly different than grabbing up anything that’s free!The scenarios on your screen should never in and of themselves dictate your decisions.
  • Slide 9There are technology choices to be made, but do the human part first -- define your vision. The options for solving some of our data problems, or how we use data systems to create opportunities, are numerous;they include Salesforce; and within the Salesforce platform, involve several choices. Some of these options are better than others. Some of them are more sophisticated than others, and some need to be adapted. But first, do the hard work of defining your vision.
  • Slide 10 (click twice – has animation)The first question: “What is your vision?” What is your end game? What do you want to accomplish? Are your trying to address a specific constituency or stakeholder? What do you hope will be different as a result of the changes you are seeking to address? External engagement or investment in your organization? Client satisfaction? Program facilitation?
  • Slide 11Phil Simeon, in one of my favorite books on this topic, Why New Systems Fail: An Insider’s Guide to Successful IT Projects, says;”The short answer is “people”. The slightly longer answer is that … vendors push, and organizations choose a new system lacking a solid understanding of the four basics for implementing any major technology: data, people, processes, and technology.”When referencing data, as the first cause, he is talking about what you need and why you need it and how the solution will address that problem. Note, that technology is the last of the four pieces.
  • Slide 12The questioning needs to begin with your vision, defining what it is you wish to solve or create, making a plan to do that, identifying your constraints, and creating an over-all solution roadmap; and it is at this step that you ask which of these options best fits our needs. Does that option exist within Salesforce, or somewhere else? Then, ask what is the first step, the first destination on the journey. I propose that for most nonprofits there is a CRM solution within Salesforce that will fit their needs. All the other tools can be found to add on to that central solution, or they will come soon. The change is fast and with 15,000 nonprofits using the platform the demand for solutions is constant. With the AppExchange apps providing add-on functionality (1,500+ business apps and counting, 450+ discounted or free for nonprofits) there is competition among vendors to provide products that meet your needs.There are times when I advise clients to go outside the Salesforce milieu to look for the solution. Case-in-point, the organization that went another route to get an off-the-shelf case management system, because their constraints did not allow them to build one from scratch and they couldn’t wait until an appropriate app became available. It is part of their road map to reconsider that choice in 3-5 years and at that time look at the current options within Salesforce. There is one now, Circe, that didn’t exist at the time of their decision. By the time they are ready to review options, again, it will be further developed and there may be other apps to consider. However, they were committed to a strategy of CRM, not to the tool, and that strategy will also define their future choices.
  • Slide 13Answer the question: What is your vision?Answer the question: What do you wish to solve?Answer the question: What is your business plan for solving that problem?Answer the question: What are your constraints?Answer the question: What is your overall solution roadmap? Make a CRM choice.Answer the question: What are your first steps, what is your first destination?Implement your first destination on your roadmap.
  • Slide 14"What’s Your Problem? …and will Salesforce solve it?" How big of a project does this need to be? Do we have the budget for this? Can this be handled in-house, or outsourced? Will it take one week to plan and implement…or (gasp!) one year? None of these questions can be answered without first defining the opportunity you wish to create or the problem you wish to solve. But, why use Salesforce.com?
  • Slide 15It is my notion that given good knowledge about where you want to go; any number of technology tools, could be used to accomplish the technology task.Why Salesforce?
  • Slide 16Will Salesforce meet your needs? Well, it depends upon which of the options within Salesforce are you asking about? Salesforce isn’t a single thing,but rather a platform that allows you to choose various ways to organize your data, view data, and manage / automate business processes.This can be done throughcustom develop from the ground up, or you can do it with the use of one, or a number of existing packages and/orapps.
  • Slide 17
  • Slide 18
  • Slide 19
  • Slide 20
  • Slide 21
  • Slide 22
  • Slide 23
  • Slide 24
  • Slide 25
  • Slide 26
  • Slide 27Constituent Relationship Management systems should become, over time, your data hub. You will decide about other tools in terms of their ability to work with this primary platform.
  • Slide 28
  • Slide 29From Heller Consulting’s perspective, “nonprofit CRM begins with a strategy. The starting point is a focus on the constituent: How can we best serve them?”This is an exciting point! This is how every nonprofit starts — with the vision, aspiration and drive to best serve its constituents. The goal of a nonprofit’s CRM strategy is to find, attract, and win new constituents, nurture and retain those the organization already has, entice former constituents back into the fold, and reduce the costs (and/or in­crease the efficiency and efficacy) of communications and providing service to constituents. It then enlists technology, business practices and customer service to support and enhance the constituent experience and, in turn, the mission of the organization.”When looking at CRM systems, evaluate them in terms of their ability to be this CRM.
  • Slide 30
  • Slide 31
  • Slide 32
  • Slide 32
  • Slide 34
  • Slide 35
  • Slide 36
  • Slide 37
  • Slide 38
  • Slide 39
  • Slide 40
  • Slide 41Conclusion: You are on a journey emboldened by a vision of what can be. The destination is not your choice of platform/tool, it is value for your donors, your volunteers, your activists, your members, your clients, your staff, your cause… Know your constraints, but move forward with your CRM strategy.
  • Slide 42
  • Slide 42
  • Slide 44My company is 501c3 Technologists. We provide IT support to Chicago’s small nonprofits and our focus is Salesforce solutions.
  • Slide 45Again, my name is Charlie Havens. I thank you for joining us, today.

Transcript

  • 1. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofitsSalesforce.com for NonProfits,An IntroductionApril 10, 2013Charlie Havens, Consultant & Trainer
  • 2. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofitsWhat does Global Tech & Resources do for nonprofits?○ Help meet mission goals by designing CRM systems to manage process.○ Help grow and scale your business processes using Salesforce.com.○ Help make your constituent relationship management mobile and social.●
  • 3. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofitsToday’s focus:● What is Salesforce CRM?● How might it be useful tononprofits?
  • 4. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofitsOften, in our nonprofit world, it is the many relationships withand between individuals that we track and manage.Constituent Relationship Management systems (CRM) do that.
  • 5. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofitsCommon goals for nonprofits’ using CRMs■ find, attract, and win new constituents■ nurture and retain current constituents■ entice former constituents back into the fold■ reduce costs of communications and service and/or in-crease efficacy
  • 6. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofitsCommon needs addressed by CRMs•Increase the pipeline of donations or grants.•Decrease the number of data silos.•Reduce effort tracking info or increase gain.•Reduce time to document work.•Increase ability to easily report on data.
  • 7. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofits• Track time• Acknowledge volunteers and donors• Client interfacing/sharing resources• Inter-organizational communication• Service coordinationCommon Opportunities found for CRMs
  • 8. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofitsWhat is your vision for your CRM system?● Our donors will feel more invested in our mission.● Our case management clients feel known by us regardless ofthe location or site where they are receiving service.● Our constituents feel their advocacy effective andappreciated.● Staff can locate each other quickly and easily.
  • 9. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofits● begin with your vision● define the problem or opportunity● identify constraints:○ time, money, requirementsCreate a Roadmap
  • 10. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofitsAny number of technology toolsmight accomplish the task. Right?Why Salesforce?
  • 11. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofitsWhen customized, theSalesforce.com data model is usedfor many purposes.For-Profit Tracking/Reporting Examples:• Japanese mail delivery system, each piece of mail a record.• Get-out-the vote activity. It ran the Obama campaign.• Coke maintains inventory at vending machines and stocks trucks accordingly.• Customer services requested and delivered by a television cable company.• Inventory product being sold from a web site.• Toyota car performance & maintenance needs reported to customer.• GE uses to monitor performance and maintenance needs of new jet engine.
  • 12. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofitsWhat is Salesforce?It isnt a single thing, but rather a platform allowingyou various ways:•to organize your data.•view your data.•manage your business processes.
  • 13. www.gtr.net/nonprofitsGlobal Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.What is Salesforce?It isnt a single thing, but rather a platform…•A cloud-based Constituent Relationship Management (CRM) tool.•A database that can be viewed and edited from a browser.•Like your “smart-phone”, functionality is extended thru apps.•Used by over 16,000 nonprofits. Configured to their needs.
  • 14. www.gtr.net/nonprofitsGlobal Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.Side trip:•Like your “smart-phone”, functionality is extended thru apps.Extending functionality thru apps: http://appexchange.salesforce.com
  • 15. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofitsWhat is a platform?A platform allows other things to be built or happen upon it.Think of an oil platform at sea. That same platform could have an oceanic researchstation built on top of it. It doesn’t care so much what happens on top of it.Salesforce.com might also be likened to a box of Legos©, used to createand play many things.
  • 16. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofitsAccess your data from anywhere youchoose, the library, the coffee shop,home, phone…Access your data from anywhere– the library, the coffee shop, home, phone…
  • 17. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofitsAnd, what are automated business processes:Automatically doing things like:•Sending a response, when a donation is entered.•Sending you a reminder of a grant proposal due date.•Creating a next step task for another staff person to do.•Creating a new donor lead in Salesforce from a web site form.
  • 18. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofitsBut why Salesforce in particular?•Access applications, data, reports… from almost anywhere.•Platform independent– Windows, Macs, tablets, smart phones.•Lower hardware demands– remote processing, no local server.•Quick Deployment•Need trained implementers, but generally, no need for coders.•Auto update every 4 months. You dont do it. Nor, do you pay for updates.
  • 19. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofitsBut why Salesforce in particular?for nonprofits, the big reasons to consider:Discounted LicensesandThe Nonprofit Starter PackWe will come back to these two, later;first, lets look at how the Salesforce data model fits in the nonprofit world.
  • 20. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofitsBy default,Salesforce.com is about selling.•business to business•not business to consumerWhat is a nonprofit to do with that???
  • 21. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofitsB2BCampaign –> Leads –> Contacts at Accounts –>representing Opportunities –>... which we sell…or we don’t …
  • 22. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofitsNP O2O•Track your organization’s grant proposals and receipts from/toother organizations.•Track coalition/partnership building campaigns betweenorganizations.•Manage member organizations in an association oforganizations.If all relationships are between organizations via contacts ateach, then Salesforce base data model is great starting point.
  • 23. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofitsEnsure a good fit.Without customization, thedefault Salesforce.com CRMmodel doesn’t work well inmanaging relationships with andbetween individuals. Lets look atoptions for how we do that.
  • 24. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofitsBuild-Your-Own(BYO)Advantages DisadvantagesIt works the way you designed it. It works the way you designed it.It works as well as you tested it. It works as well as you tested it.You can involve your entire organization. You can involve your entire organization.It is focused on your processes. It costs money to become so focused.Someone in your organization understands it. Tough customization when they leave.It may fit better. It takes longer to plan and deployIt may include specific niche functionality. It will cost more.
  • 25. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofits•Nonprofit Starter Pack•Affinaquest•Causeview•Luminate CRM•roundCause•Soapbox Engage•Click and PledgeAdd-on packages cost less and take less time
  • 26. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofitsSalesforce.com Foundation
  • 27. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofitsFree Trial– Salesforce.com Enterprise Edition
  • 28. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofitsNonprofit Starter Pack = no cost to use•You pay staff or consultant to configure, document, and train.•Other packages involve an on-going financial transaction.
  • 29. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofitsNo strings attached.● Nonprofits, schools or religious organizations are eligible● 10 free enterprise edition licenses● Discounts on additional licenses, training and AppExchange● $15,000 value each year● Active nonprofit community
  • 30. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofitsUnder one umbrella with NPSP!!!■■ 1st Ten licenses discounted 100%. Next ones 80%.■ Continual testing and validating.■ 5,000+ organizations using it.■ Improvements based on user feedback.■ Active user community.■ Twice a year Salesforce.com developers sprints■ Two data models from which to choose.■ Six Apps comprise this package. Some may be used without using others.■ Many third-party apps have been built to be compatible with this package.■ Large base of consultants and third-party apps committed to this product.
  • 31. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofitsContacts and Organizations (customization to allow Contacts to be primary, ratherthan requiring that every Contact be associated with a company Account)Households (Allows tracking of information and communication by household)Recurring Donations (Tracking of recurring pledged donations)Relationships (Allows creation of relationship between non-household Contacts)Affiliations (Allows Contacts to be affiliated with an organization besides employer)Batch Data Entry (Batch entry of data into this package’s apps)Six Apps comprise theNonprofit Starter Pack (NPSP):
  • 32. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofits● No on-demand support.● No volunteer, service, or event management.● End-user documentation is limited.● Larger organizations with detailed● tracking and complex reporting need to spend timefiguring out how best to use, or customize it.Why wouldntyou use theNonprofitStarter Pack?
  • 33. And the Winner is…Nonprofit Starter Pack!Most often, it will fit the bill.Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofits
  • 34. www.gtr.net/nonprofitsGlobal Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.Side trip:•Lets look around the a Salesforce instance with NPSP installed:http://login.salesforce.comchavens.demo@gtr.net
  • 35. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofitsIn Conclusion…A good CRM is a journey.The destination is mission.Take the first step.Choose a system on which to build process, not merely track data.Those processes, that system, needs to be scalable, grow with your needs.It should help accomplish your mission.
  • 36. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofitsReferences you may find useful:Search Google for “The New World of Donor Management Apps for Nonprofits”, Heller Consulting, 2012.Learning centerhttp://www.salesforce.com/customer-resources/learning-center/#before-you-startSalesforce webinarshttp://www.salesforce.com/events/online/webinars-sales.jspNonprofit eligibilityhttp://foundation.force.com/products_donation_eligibilityCalendar of Salesforce live webinarshttp://salesforcefoundation.org/products/community/events#WeeklySalesforce training sessions (discounts for nonprofits)http://salesforcefoundation.org/products/community/resourcesNonprofit Starter Packhttp://www.nonprofitstarterpack.org/
  • 37. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofitsQuestions
  • 38. Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.www.gtr.net/nonprofitsCharlie HavensConsultant & TrainerSalesforce.com Certified Advanced Administrator& Force.com DeveloperChavens@gtr.net | 773-848-0154Global Tech & ResourcesAssisting small growing organizations to:● Meet mission goals via CRM solutions.● Transform scalability using Salesforce.com.● Make their data communities mobile and social.Thank You!