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Lessons Learned from Implementing Single Supporter Systems for Charities


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As a project manager and consultant, I have implemented several Single Supporter Databases. I discuss what I have learned: what works and what doesn't and why the people and processes are more difficult to manage thant the technology. I also give away a tub of ice cream.

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Lessons Learned from Implementing Single Supporter Systems for Charities

  1. 1. Lessons Learned from Implementing Single Supporter Systems Ivan Wainewright [email_address] @itforcharities
  2. 2. Agenda <ul><li>What is a Single Supporter System </li></ul><ul><li>Lessons Learned </li></ul><ul><li>Q&A throughout the session </li></ul>My 5 second summary of the whole seminar: “ It is the People and Processes which are the harder part; the technology is the simpler bit” (NB: Simp ler – not simple…) [email_address]
  3. 3. What is a Single Supporter System? <ul><li>Single </li></ul><ul><li>Central </li></ul><ul><li>Holistic </li></ul><ul><li>360 degree </li></ul><ul><li>Supporter </li></ul><ul><li>Customer </li></ul><ul><li>Donor </li></ul><ul><li>Fundraising </li></ul><ul><li>CRM </li></ul><ul><li>Contact </li></ul><ul><li>System </li></ul><ul><li>Database </li></ul><ul><li>View </li></ul><ul><li>Solution </li></ul>For the purposes of this presentation: Something which enables you to see everything about a defined set of constituents in one place. Of course, the actual system (the 'something') could be a single database or it might be a ‘marketing view’ of several source databases. OR… [email_address]
  4. 4. Create a (Strong) Business Case <ul><li>Define scope of contacts </li></ul><ul><li>Define scope of functionality </li></ul><ul><li>Objectives and Benefits </li></ul><ul><li>(Measurable) </li></ul><ul><li>Top level management support </li></ul>[email_address]
  5. 5. Manage User Engagement <ul><li>Stop the “But it’s my data… I don’t want anyone else to be able to contact them…” syndrome </li></ul><ul><li>Address the “I don’t know what I want because I don’t know what a database can do…” issue </li></ul>[email_address]
  6. 6. We need to define our Business Processes <ul><li>Fit Your Business Processes Around the Software </li></ul><ul><ul><li>Software design </li></ul></ul><ul><ul><li>Cheaper & quicker (usually…) </li></ul></ul><ul><ul><li>May have to compromise with so many views </li></ul></ul><ul><li>It isn’t easy defining processes </li></ul><ul><ul><li>And it is hard for users to sign-off documents written in ‘tech speak’ and/or ‘system-specific language’ </li></ul></ul><ul><li>Why do we do something ‘as is’ anyway? </li></ul>[email_address]
  7. 7. Technology: 4 Lessons <ul><li>Keep it Vanilla Data Migration is tough </li></ul><ul><ul><ul><ul><ul><li>(but it’s just technology) </li></ul></ul></ul></ul></ul><ul><li>Integration Implement reporting in is tough initial implementation </li></ul>So start early in the project; Get supplier/expert involved; See it as a specific work item [email_address]
  8. 8. Just because you have a joined-up CRM system doesn’t mean you can now do joined-up CRM It’s all about the Change Management [email_address]
  9. 9. Thank You <ul><li>Ivan Wainewright </li></ul><ul><li>[email_address] </li></ul><ul><li> @itforcharities </li></ul>