Best Practices in CRM for Nonprofits - Webinar with StayClassy, roundCorner and Heller Consulting

1,408 views

Published on

The Best Practices in CRM for Nonprofits Webinar with StayClassy, roundCorner and Heller Consulting shows the benefits of a CRM for your nonprofits and also shows how having an integrated system is better for your nonprofits and even more so for your constituents. Heller shows how creating a CRM strategy is key for the success of your implementation.

Published in: Marketing, Business, Technology
  • Be the first to comment

  • Be the first to like this

Best Practices in CRM for Nonprofits - Webinar with StayClassy, roundCorner and Heller Consulting

  1. 1. Best Practices in CRM for Nonprofits
  2. 2. Your Presenters: Mike Spear Dir. Platform Engagement StayClassy Keith Heller Principal & CEO Heller Consulting Taksina Eammano VP of Product Management roundCorner Niels Petiet Principal roundCorner
  3. 3. Today’s Agenda: 1.  2.  3.  4.  5.  6.  7.  About Heller Consulting and roundCorner CRM for Nonprofits: The Why and How Pitfalls and Benefits Indicators of Success roundCause & StayClassy Dreamforce and Beyond Q&A Agenda
  4. 4. 17 Years Experience, 900 Clients, 1,800 projects San Francisco, Chicago, New York, Boston 20+ Salesforce.com-certified, 6+ PMP Certified Staff Exclusively Serving Nonprofits TeamHeller.com FollowingFactory.com Connecting your systems Connecting your team Connecting your community •  CRM planning and software selection •  Systems Implementation •  Optimizing your current software •  Bringing people and process together •  Change management solutions •  Team configuration and training •  Social Media strategy •  Building online communities •  Activating supporters
  5. 5. roundCorner  is  a  product  and  services  company  focused  on  delivering  Salesforce.com  to   mid  and  enterprise  nonprofit  customers.  The  rC  Team  has  been  in  the  Salesforce   ecosystem  since  2003  and  has  delivered  over  80,000  users  to  the  market.       •  roundCorner  is  4  years  old  (founded  September  2009)   •  2012  Revenue  $4M,  2013  Projected  Revenue  $5.5M   •  Team:  40  in  US  (Boston,  NYC,  Philadelphia,  San  Fran),  17  Offshore         Product   Subscrip0on   •  Products:   roundCause,  Events,   Volunteers,   Biographical   •  AppExchange  Lis.ng   Q4  2013   •  R&D  budget  =  40%  of   revenue  last  2  years       Services   SI  Partner   SI  Partner   SI  Partner   •  Partner  Led   Implementa.ons  &   Services  revenue   •  Specializa.ons  in  Data  and   Architecture   •  Establishing  SI  Alliances   roundCorner,  Inc.  Confiden.al       Support   •  Long-­‐term   Managed  Services   &  Support   •  All  roundCause   customers  are   “Managed  Services”   customers  
  6. 6. What is CRM for NGOs?
  7. 7. Insights into CRM for Nonprofits How nonprofits are approaching Constituent Relationship Management (CRM) to overcome challenges and meet their goals •  The challenges nonprofits are facing in implementing a CRM strategy or system •  How nonprofits believe CRM will help in strategic areas •  Top advice from nonprofits on moving toward a CRM initiative
  8. 8. The Project and Participants •  Why ─ Understand enterprise NPO’s perception of, and progress with, CRM •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  •  How ─ Structured interviews with execs •  Who ─ CIOs, CDOs, COOs, CMOs •  Where ─ 30 NPOs •  Results ─ paper, articles, blog posts   Alzheimer’s Association National Office American Heart Association American Lung Association Children’s Miracle Network Hospitals Church World Service Conservation International Doctors Without Borders Environmental Defense Fund Feeding America International Rescue Committee Jewish National Fund JDRF The Leukemia and Lymphoma Society March of Dimes Mothers Against Drunk Driving The National Multiple Sclerosis Society National Park Foundation National Urban League Oxfam America PETA Foundation Smile Train U.S. Olympic Committee WWF-Canada
  9. 9. What is your organization’s definition of CRM? •  CRM as a Software System (~1/2) — A database and related business processes •  CRM as Customer Service (~1/3) — A focus on constituent service and managing relationships •  CRM as a Strategy (~half-dozen) — An active strategy for cultivating, engaging with and expanding constituent communities
  10. 10. CRM as Strategy Strategy   Pro-actively engaging constituents where they already “reside / congregate ” to expand the reach and delivery of the organization’s mission. •  Interactions initiated and driven by both the constituents and the organization. •  Organization engages with broad number and type of constituents. •  Organization can be more adaptive, responsive and accurate with engagement. •  Can involve more organization staff, each engaged in pro-active outreach appropriate for their responsibility •  Require planning, communication and coordination within the organization. •  More fully engages both internal staff and external constituents in expanding the impact of the organization’s mission.
  11. 11. Data Silos Lots  of  cons0tuent  touch  points  that  don’t  touch  each  other   Helping  your  whole  organiza0on  know  what  the  parts  only  know  in  part    
  12. 12. The Disconnected Non Profit •  Disconnected  Cons.tuent   Records  Stranded  in   Disconnected  Systems     •  Miscommunica.on,     missed  opportunity,   compromised  cons.tuent   experience,     trust  erosion  
  13. 13. Constituent Engagement Strategy Putting the Constituent at the Center of your Thinking   •  How  do  we  want  to  relate  to  our   cons0tuents?   •  How  do  we  want  them  to  relate   to  us?   •  How  do  we  want  then  to  relate   to  each  other?   •  How  can  we  all  do  more   together?  
  14. 14. The Connected Non Profit Guided  by  CRM   strategy…     Systems  aligned, one  record per  cons0tuent  
  15. 15. Making The Case For CRM
  16. 16. Articulating the CRM Opportunity Translating General Benefits to Your Organization •  How does having a single system support: •  Constituents ― better service •  Users ― 360-degree view •  Information – Reports, Dashboards, BI •  IT ― single system to support •  Strategy – more of your mission delivered more effectively
  17. 17. CRM Success Indicators External •  Reach – You’ll touch more people •  Engagement – Relationships will go deeper •  Results – Your mission is having a broader, deeper impact and you’ll raise more money. Internal •  (Efficiency) – You’ll work smarter •  (Reporting) – You can measure what’s happening
  18. 18. roundCorner  is  a  product  and  services  company  focused  on  delivering  Salesforce.com  to  mid  and   enterprise  nonprofit  customers.  The  rC  Team  has  been  in  the  Salesforce  ecosystem  since  2003  and   has  delivered  over  80,000  users  to  the  market.       •  roundCorner  is  4  years  old  (founded  September  2009)   •  Team:  40  in  US  (Boston,  NYC,  Philadelphia,  San  Fran),  17  Offshore     •  Privately  funded  and  supported  by  Salesforce.com   •  Products:  roundCause,   Events,  Biographical   •  AppExchange  Lis.ng   •  R&D  budget  =  40%  of   revenue  last  2  years   •  Expert  Services  Team   •  Specializa.ons  in  Data  and   Architecture   •  Partner  Led  Implementa.ons     19   •  Long-­‐term  Managed  Services   &  Support   •  Campaign  Support   •  Advanced  Analy.cs   •  Data  Hygiene  
  19. 19. Customers Nonprofit   Higher  Educa.on   Founda.ons     25  Top  Tier  Schools     Expanded  Focus  to  Nonprofit   In  2010    
  20. 20. roundCause  Built  to  Scale  
  21. 21. Integrated  Pladorm   Data  Architecture  |  Process  Enablement  |  Single  Source  of  Truth   22  
  22. 22. roundCause  StayClassy  Demo     DEMO 23  
  23. 23. Join us at Dreamforce #dreamclassy www.stayclassy.org/df13
  24. 24. Thank You !!! Mike Spear Dir. Platform Engagement StayClassy Keith Heller Principal & CEO Heller Consulting Taksina Eammano VP of Product Management roundCorner Niels Petiet Principal roundCorner

×