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A journey to a single customer view: why CRM projects are hard but worth it | Digital conference | 27 October 2016

Megan Griffith Gray, head of planning, digital and communications and James Steele, CRM manager, NCVO

Visit the CharityComms website to view slides from past events, see what events we have coming up and to check out what else we do: www.charitycomms.org.uk

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A journey to a single customer view: why CRM projects are hard but worth it | Digital conference | 27 October 2016

  1. 1. A JOURNEY TO A SINGLE CUSTOMER VIEW: WHY CRM PROJECTS ARE HARD BUT WORTH IT CHARITYCOMMS DIGITAL CONFERENCE 27 OCTOBER 2016
  2. 2. Megan Griffith Gray James Steele WHO WE ARE
  3. 3. NCVO We champion the voluntary sector by connecting, representing and supporting voluntary organisations. We work to help voluntary organisations and volunteers make the biggest difference they can. www.ncvo.org.uk
  4. 4. WHAT WE WILL COVER: • Why we invested in a new CRM • What we learned from our CRM project (what we wished we’d done differently!) • 2 years on: a fresh set of eyes
  5. 5. WHY?
  6. 6. BETTER RELATIONSHIPS Image by Steve Bridger / CC BY NC-ND 2.0
  7. 7. #SILOBUSTING Photo by Yuriy Somov / CC-BY-SA 3.0
  8. 8. BETTER DECISION MAKING Photo by Vector Open Stock / CC BY-SA 4.0
  9. 9. TO BE ABLE TO ACHIEVE MORE Photo by amenclinicsphotos ac / CC BY-SA 2.0
  10. 10. WHAT WE LEARNED
  11. 11. IT’S A CHANGE PROJECT, NOT A TECH PROJECT Photo by mtarvainen / CC BY-ND 2.0
  12. 12. GET AS MUCH STAFF TIME ONTO THE PROJECT AS POSSIBLE Photo by tpsdave / CC0 1.0
  13. 13. UNDERSTAND YOUR PROCESSES (FIRST!) Photo by Joseph Novak / CC BY 2.0
  14. 14. THE VALUE OF AGILE APPROACHES Photo by crises_crs / CC BY-NC 2.0
  15. 15. A CRM ‘PROJECT’ NEVER ENDS Photo by Steve Schnabel /CC BY-NC-ND 2.0
  16. 16. A FRESH SET OF EYES
  17. 17. THE THINGS THAT MAKE WORK DIFFICULT Photo by Andy Blackledge / CC BY 2.0
  18. 18. KEEP A FOCUS ON USAGE AND CULTURE Photo by Toffelginkgo / CC BY-SA 3.0
  19. 19. MAKING BETTER DECISIONS? Photo by W.Carter / CC BY-SA 4.0
  20. 20. THE IMPORTANCE OF A ROADMAP Photo by Moyan Brenn / CC BY 2.0
  21. 21. QUESTIONS
  22. 22. Visit the CharityComms website to view slides from past events, see what events we have coming up and to check out what else we do: www.charitycomms.org.uk
  23. 23. 27 October 2016 London #charitydigital Digital conference

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