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CRM stick or twist workshop

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Overview and slides demonstrating our work helping small charities make choices and build Customer Relationship Management (CRM) systems On 27 November 2023 Datawise London launched the Small Charity Data Journeys research report, holding a series of workshops to delve deeper into findings and explore ways of working.

CRM stick or twist workshop

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CRM: Stick or Twist
THE ROLE OF FUNDERS, INFRASTRUCTURE
& DATA SUPPORT PROVIDERS
Where is data being held?
A mixture of paper & digital
A collection of unlinked & wieldy spreadsheets
An assortment of digital tools with underlying databases:
Forms (MS Forms, Survey Monkey, Jot Form etc)
Mailings (Mailchimp, Events)
Events (Eventbrite, Meet up, Ticket Tailor, TicketSource etc)
Communication & sharing (Teams, Slack, Zoom)
Databases
Off the shelf
Custom solution (built by external professionals)
Custom solution (built in house)
Where charities find themselves
Data stored in multiple different places
Systems not fulfilling requirements
Time consuming often manual processes to link things up
Lack of data security & integrity
Outdated infrastructure e.g. old computers, slow networks, mobile unfriendly
Not enough knowledge in house to fix current systems or find an alternative
solution
“We are still entering everything into the Excel spreadsheet once
a month. It takes a long time…..There must be a simpler way.”
Stick or Twist
Stick
• Staff/vols already familiar with how
to use it
• Worries over staff/vols desire &
aptitude for change
• Uncertainty over where to start the
process
• Lack of confidence in picking the
right solution
• Time & cost of moving to a new
system
Twist
• No longer fit for purpose
• No in-house knowledge to fix
existing system
• Staff/vols have lost confidence in it
as a solution
• Old system sitting on (nearly)
obsolete tech
• New leadership driving change
Some of the blockers
Tech Infrastructure
Staff skills
Bewildering range of products available
Fast changing tech landscape
Organisational resistance
Lack of leadership recognition
Time and juggling other priorities
Financial resources
No one to lead on the project
Our long term goal
To ensure small charities have the right systems backed by strong,
capable teams using data to deliver better service, demonstrate their
impact and advocate for change.
And today’s goal
Start identifying solutions which will remove some of the blockers
Recruit you to join us in moving these conversations forward within
our sector & to co-design solutions which work
Ad

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CRM stick or twist workshop

  • 1. CRM: Stick or Twist THE ROLE OF FUNDERS, INFRASTRUCTURE & DATA SUPPORT PROVIDERS
  • 2. Where is data being held? A mixture of paper & digital A collection of unlinked & wieldy spreadsheets An assortment of digital tools with underlying databases: Forms (MS Forms, Survey Monkey, Jot Form etc) Mailings (Mailchimp, Events) Events (Eventbrite, Meet up, Ticket Tailor, TicketSource etc) Communication & sharing (Teams, Slack, Zoom) Databases Off the shelf Custom solution (built by external professionals) Custom solution (built in house)
  • 3. Where charities find themselves Data stored in multiple different places Systems not fulfilling requirements Time consuming often manual processes to link things up Lack of data security & integrity Outdated infrastructure e.g. old computers, slow networks, mobile unfriendly Not enough knowledge in house to fix current systems or find an alternative solution “We are still entering everything into the Excel spreadsheet once a month. It takes a long time…..There must be a simpler way.”
  • 4. Stick or Twist Stick • Staff/vols already familiar with how to use it • Worries over staff/vols desire & aptitude for change • Uncertainty over where to start the process • Lack of confidence in picking the right solution • Time & cost of moving to a new system Twist • No longer fit for purpose • No in-house knowledge to fix existing system • Staff/vols have lost confidence in it as a solution • Old system sitting on (nearly) obsolete tech • New leadership driving change
  • 5. Some of the blockers Tech Infrastructure Staff skills Bewildering range of products available Fast changing tech landscape Organisational resistance Lack of leadership recognition Time and juggling other priorities Financial resources No one to lead on the project
  • 6. Our long term goal To ensure small charities have the right systems backed by strong, capable teams using data to deliver better service, demonstrate their impact and advocate for change. And today’s goal Start identifying solutions which will remove some of the blockers Recruit you to join us in moving these conversations forward within our sector & to co-design solutions which work
  • 7. Here’s what help is already out there along with ideas from our workshop on how to improve it……
  • 8. Bringing together resources On our Datawise London site we create and publish resources on all things to do with data Workshop update: One of the great suggestions made by the group was to create a space where everyone could pin their resources so that we have one place for people to go and get help
  • 9. Superhighways’ database process & toolkit 50% of work 10% of work 40% of work 1. Scope 2. Plan 3. Specify 4. Select 5. Prepare 6. Test & train 7. Implement Taking stock - what have we currently got? How are we going to approach it? What do we need the database to do? Which database should we choose? Get everything ready Put it to the test Use it everyday Time & budget Attitude towards change Technical skills Data stakeholders Software & equipment audit Outcome & evaluation framework Appoint Project lead Timeline Staff & Volunteer buy-in Mapping data to outcomes Reporting needs User requirements Explore database options Map how the new database will fit in with your current systems Database customisation Data clean up and migration User materials New working processes Testing & fine tuning User training Full roll-out Ongoing user support Database maintenance Continuous improvement Guiding through the process
  • 10. Identifying and guiding on options At Superhighways we maintain a database of digital & data tools which we publish for specific areas such as CRMs Workshop update: A great new initiative suggested in our workshop was to create a proforma with standard questions around functionality & get the providers to input their own information on their system to give charities looking for a CRM a first stop for consolidated and standardised information on all possible options.
  • 11. Build your own database mentoring programme 8 charities 4 tools You need capacity and a certain level of competence but the geek in me enjoyed the process, and it helps you to make your procedures more efficient and systematic. As part of Datawise London, Superhighways have been doing an exploration into whether DIY or low code/no code tools could be introduced as viable alternatives for small charities needing affordable, dynamic and in house managed solutions
  • 12. Superhighways user groups Opportunities for frontline and infrastructure charities to learn from each other & become collective voices raising issues & ideas around data use / support to influence new practice CVS Development Network Joining the user group was really helpful to see everything that Airtable can do, and to see people run their entire organisations from Airtable and setting up endless automations like sending out welcome emails when people sign up to integrating their database with Google Maps.
  • 13. Other initiatives to help charities with CRMs Makerble offers a free impact focussed CRM package for small charities Plinth (formerly Time to Spare) have launched a new free & open to all community impact platform which connects data from different sources (such as the Charity Commission & 360 giving) with data from organisations using the Plinth platform for case management. Offers help and advice to organisations in their network around data and databases. Such as their brilliant learning log template
  • 14. Other initiatives to help charities with CRMs The Clothworkers foundation is offering Digital Infrastructure capital funding for charities to help them overcome their challenges around data Tom & Tom have published a free template for a charity CRM built using Airtable (a great no code/low code build your own database solution) Catalyst and the associated Data Collective publish lots of useful blogs and resources on managing data, use & analysis of data from organisations active in the sector This is just a small selection, please let us know if you know of any others to include and share with everyone.
  • 15. Brainstorming ideas in the workshop
  • 16. Next steps We are going to set up a working group to think of feasible ways we might work together to help charities through their CRM journey. And hoping to get stakeholders from across the board involved funders, infrastructure organisations, data support providers, and of course the charities themselves. In the workshop we identified a couple of ideas we want to kick off with:  To help guide charities through the morass of information….. Bring together all resources around databases into one space  To help create a way of evaluating the huge number of different solutions…. Create a questionnaire for database providers to complete & collate the results in an online database everyone can access to search for a database  To help make people aware of the options and reduce time spent on looking at different systems… Hold online workshops where database providers show a demo of how their product works (standardising what they are showing so like on like comparisons can be made Everyone in our workshop was keen to join but we’d love more people to get involved so please do get in touch with alicelinell@superhighways.org.uk if you’d like to find out more or if you’d like to throw more ideas into the pot.

Editor's Notes

  1. We should recognise that moving to a new system is not necc a cure – if you put a new system on top of the the same problems – lack of time, lack of engagement etc. you’ll end up with the same problem. We always get asked which is the right database to use – not only is that question impossible to answer as everyone’s requirements to different but even more importantly the true success of a system is really in having an org work as a team to get a new system embedded.
  2. – Systems change
  3. How can we as funders, infrastructure, data support providers come together to help?