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  • Key points: NOT a technology session: focus on process
  • Alex’s Lemonade…
  • Presentation crm

    1. 1. Harness the Power of Your Data with CRM June 24, 2010 Audio is only available by calling this number: Conference Call: 866-740-1260; Access Code: 6339392 Sponsored by
    2. 2. Using ReadyTalk <ul><li>Chat & raise hand </li></ul><ul><li>Mute = *6, Unmute = *7 </li></ul><ul><li>If you lose your internet connection, reconnect using the link emailed to you. </li></ul><ul><li>If you lose your phone connection, re-dial the phone number and re-join. </li></ul><ul><li>ReadyTalk support: 800-843-9166 </li></ul>
    3. 3. You are being recorded… <ul><li>Streaming into Second Life </li></ul><ul><li>This seminar will be available on the TechSoup website along with past webinar presentations: </li></ul><ul><ul><li> </li></ul></ul><ul><li>You will receive a link to this presentation, material and links. </li></ul><ul><li>After the webinar, you can ask follow-up questions in the Virtual Community Forum: </li></ul><ul><ul><li> </li></ul></ul><ul><li>Twitter hashtags: #techsoup </li></ul>
    4. 4. Harness the Power of Your Data with CRM Sponsored by Presenter: Dean Graham, NPower Pennsylvania
    5. 5. Today’s Speakers Assisting with chat questions: Becky Wiegand & Stephanie Parker, TechSoup Kami Griffiths TechSoup Dean Graham NPower Pennsylvania
    6. 6. Agenda <ul><li>What is CRM </li></ul><ul><li>The benefits </li></ul><ul><li>What to include </li></ul><ul><li>Examples </li></ul><ul><li>Getting started </li></ul><ul><li>Choosing a tool </li></ul><ul><li>Utilizing the database </li></ul><ul><li>Q&A </li></ul>
    7. 7. The better your data, the better the story you can tell…
    8. 8. CRM C onstituent R elationship M anagement
    9. 9. C onstituent <ul><li>Not just donors… </li></ul><ul><li>Board Members </li></ul><ul><li>Volunteers </li></ul><ul><li>Funders </li></ul><ul><li>Clients </li></ul><ul><li>Staff </li></ul><ul><li>Media </li></ul><ul><li>Stakeholders </li></ul>
    10. 10. How important is this person to you? <ul><li>A person who volunteered for your organization once? </li></ul><ul><li>Someone who gave a one time donation of $50? </li></ul><ul><li>Attends a lecture your organization sponsored? </li></ul><ul><li>A client of one of your service programs? </li></ul><ul><li>What if this is all the same person? </li></ul>
    11. 11. R elationship <ul><li>Relationships are built on shared experience </li></ul><ul><ul><li>Recognizing and leveraging past interactions </li></ul></ul>
    12. 12. Build on what you did together <ul><li>Who talked to that donor last? What did they talk about? What does your donor care about? </li></ul>
    13. 13. M anagement <ul><li>How do we capture these relationships? </li></ul><ul><ul><li>How many have a “data entry” person? </li></ul></ul><ul><ul><li>Do they have the relationship? </li></ul></ul><ul><ul><li>Move to a decentralized data entry model </li></ul></ul>
    14. 14. What is CRM? <ul><li>A database </li></ul><ul><li>A tool for managing service delivery </li></ul><ul><li>A way to document the work you do </li></ul><ul><li>Support system for relationship building </li></ul><ul><li>An organizational approach to doing business </li></ul>
    15. 15. Coin of the Realm <ul><li>Relationships are our most important assets </li></ul><ul><ul><li>Clients </li></ul></ul><ul><ul><li>Board members </li></ul></ul><ul><ul><li>Volunteers </li></ul></ul><ul><ul><li>Staff </li></ul></ul><ul><ul><li>Stakeholders </li></ul></ul><ul><li>Who owns the relationship? </li></ul>
    16. 16. The Traveling Development Director <ul><li>Move from Organization to Organization </li></ul><ul><li>Loss of institutional knowledge </li></ul><ul><li>Ownership of the relationship </li></ul>
    17. 17. The Engagement Ladder <ul><li>We want to move our constituents up the engagement ladder. How do we do this? </li></ul>Recruit friends/family Upgrade monthly donation Signup for monthly giving Renew single donation Make single donation Write a letter Attend an event Sign petition Viral / Tell a friend Send an epostcard Subscribe to e-Alerts Subscribe to eNewsletter Enter a contest Visit website High Low Building Relationships!
    18. 18. Life without a CRM <ul><li>Routine program reports are painful to produce </li></ul><ul><li>Using paper and chasing down information on service delivery </li></ul><ul><li>No easy way to see what’s happening “now” </li></ul><ul><li>Get used to guessing about service </li></ul><ul><li>Separate, disconnected data files </li></ul><ul><li>Duplicate data entry and redundant work </li></ul><ul><li>Poor communications and information sharing </li></ul>
    19. 19. Life with a CRM <ul><li>More accurate and predictable budgeting </li></ul><ul><li>Clearer picture of relationships with funders, donors, and clients </li></ul><ul><li>Helps you know who has done what with whom </li></ul><ul><li>Tool for growth for the organization </li></ul><ul><li>Can stop cycle of “silo-ed” information </li></ul><ul><li>Can help boost your efficiency and effectiveness </li></ul><ul><li>May help create a community impact or service never thought of before </li></ul>
    20. 20. Silo Approach <ul><li>How can I really leverage this information? </li></ul>
    21. 21. Goals of a Good CRM System <ul><li>Recording of interactions with multiple constituencies </li></ul><ul><ul><li>Volunteers, Clients, Board, Staff, Donors, Funders </li></ul></ul><ul><li>Ability to track the ‘shared experience’ </li></ul><ul><li>Decentralized data entry – enter the work you do </li></ul><ul><li>Part of the fabric of the organization </li></ul>
    22. 22. Examples
    23. 23. Create a Successful Environment <ul><li>Identify what success means to you </li></ul><ul><li>Establish a need </li></ul><ul><li>Start to build buy-in </li></ul><ul><ul><li>Executive and organizational </li></ul></ul><ul><li>Collect Requirements </li></ul><ul><ul><li>inputs </li></ul></ul><ul><ul><ul><li>Intakes, forms </li></ul></ul></ul><ul><ul><li>outputs </li></ul></ul><ul><ul><ul><li>Reports, deliverables </li></ul></ul></ul><ul><ul><li>business processes </li></ul></ul><ul><ul><ul><li>Understand when, who, and how </li></ul></ul></ul>
    24. 24. Build Buy-in <ul><li>LEAD! </li></ul><ul><li>L - Listen to the needs of the users </li></ul><ul><li>E – Express your vision of the final outcomes </li></ul><ul><li>A – Align the system to users needs (WIIFM) </li></ul><ul><li>D – Drive the process </li></ul>
    25. 25. Organizational Signs of Success <ul><li>Executive Buy-in </li></ul><ul><li>Organizational Buy-in </li></ul><ul><li>Active Implementation Participation </li></ul><ul><li>A Leader to Lead </li></ul><ul><li>Reasonable Expectations </li></ul><ul><li>Understand the importance of the Truth </li></ul><ul><li>Ultimately understanding what success looks like for your organization and having professional help will ensure a successful outcome . </li></ul>
    26. 26. Collect Requirements <ul><li>Inputs </li></ul><ul><ul><li>Intakes, forms </li></ul></ul><ul><li>Outputs </li></ul><ul><ul><li>Reports, deliverables </li></ul></ul><ul><li>Business processes </li></ul><ul><ul><li>Understand when, who and how </li></ul></ul>
    27. 27. Requirements Approach <ul><li>Take stock </li></ul><ul><ul><li>What is currently being tracked and by whom </li></ul></ul><ul><ul><li>What isn’t being tracked but should be </li></ul></ul><ul><ul><li>What is being reported </li></ul></ul><ul><ul><li>What is the business process </li></ul></ul><ul><li>Track what you do </li></ul><ul><li>Track what you want to do </li></ul><ul><li>Track everything you can think of </li></ul>
    28. 28. Choosing the right system <ul><li>Features </li></ul><ul><li>Cost </li></ul><ul><li>Ease of Use </li></ul><ul><li>Flexibility </li></ul><ul><li>Ease of Implementation </li></ul><ul><li>Sustainability </li></ul><ul><li>Data Integration </li></ul><ul><li>Using a Partner </li></ul>
    29. 29. How will it hold up? <ul><li>Is it Sustainable? </li></ul><ul><ul><li>What are the carrying costs? </li></ul></ul><ul><ul><ul><li>Cost to implement, TCO </li></ul></ul></ul><ul><ul><li>Can you make changes yourself? </li></ul></ul><ul><ul><li>How many people do this work? </li></ul></ul><ul><ul><li>How are upgrades delivered? Cost? </li></ul></ul><ul><ul><li>What does it take to support this product </li></ul></ul><ul><ul><ul><li>Server based </li></ul></ul></ul><ul><ul><ul><li>Cloud based </li></ul></ul></ul>
    30. 30. Integrate Your Data <ul><li>Open API </li></ul><ul><li>Provide “true” integration with web CMS’s. </li></ul><ul><ul><li>This means information can flow both ways. From the website into the database, but also the other ways </li></ul></ul><ul><ul><li>This provides a way for your constituents to do business with you and that business to be recorded. </li></ul></ul><ul><li>A modern seamless connection from consumer to web to database to reporting </li></ul><ul><li>Communications </li></ul><ul><ul><li>eNewsletters, email, meetings, requests for information, Donations </li></ul></ul>
    31. 31. What to look for… <ul><li>System that can capture the “unique” work you do </li></ul><ul><li>Can it integrate with your other systems I.E. website </li></ul><ul><li>Support distributed data capture (cloud based?) </li></ul><ul><li>Capture the relationship elements </li></ul><ul><ul><li>Email </li></ul></ul><ul><ul><li>Meetings </li></ul></ul><ul><ul><li>Interactions </li></ul></ul><ul><li>Provide real time information </li></ul><ul><ul><li>reporting and dashboards </li></ul></ul>
    32. 32. Don’t Stop <ul><li>Defend the truth </li></ul><ul><ul><li>Data quality </li></ul></ul><ul><ul><li>System suitability </li></ul></ul><ul><li>Create “Data Entry Standards” documentation </li></ul>
    33. 33. Signs you have a good database <ul><li>Reflects the work of the organization </li></ul><ul><ul><li>Built what is needed </li></ul></ul><ul><ul><li>You continue to review your needs, your organization changes, your database should too </li></ul></ul><ul><li>Your Data is True </li></ul><ul><ul><li>Information is correct, complete, trusted </li></ul></ul><ul><li>You have someone looking out for the above. </li></ul><ul><li>Its being used! </li></ul>
    34. 34. Warning! <ul><li>Creating a CRM system, even if done well is: </li></ul><ul><ul><li>Long </li></ul></ul><ul><ul><li>Requires a large amount staff time </li></ul></ul><ul><ul><li>Intrusive to Organization’s Operations </li></ul></ul>
    35. 35. Questions? Submit your questions using the chat box.
    36. 36. Continue the Discussion… <ul><li>Additional questions can be answered by posting in the Virtual Community Forum: </li></ul><ul><ul><li> </li></ul></ul>
    37. 37. Get the Most Out of TechSoup <ul><li>At TechSoup, you’ll find a range of technology services to help your nonprofit: </li></ul><ul><ul><li>Read helpful articles in our Learning Center </li></ul></ul><ul><ul><li>Request donated software , hardware, and online services </li></ul></ul><ul><ul><li>Join our community forums to learn from your colleagues </li></ul></ul><ul><ul><li>Browse upcoming events and conferences </li></ul></ul>
    38. 38. Upcoming Webinars <ul><li>10 Social Media Tips & Secrets </li></ul><ul><ul><li>Thursday, July 8, 11 a.m. Pacific time </li></ul></ul>
    39. 39. Thank you to our Webinar Sponsor! ReadyTalk offers dedicated product demos for TechSoup organizations 4 times per week. For more information:
    40. 40. Thank you! Please complete the post event survey! Kami Griffiths,, 415-633-9392