CRM Webinar


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Webinar on open source CRM tools

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  • Nice presentation. Open source software solutions grow in popularity even if they are still considered by some as ‘false economy’ solutions. I’m currently working at TALCOD (French Open source and Web agency), and all the customers seem satisfied with the solutions that we base on CiviCRM. I do believe that open source solutions are a good solution and have a bright future.
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CRM Webinar

  1. 1. <ul><ul><li>Open Source CRM </li></ul></ul><ul><ul><li>Michelle Murrain, Nonprofit Open Source Initiative </li></ul></ul><ul><ul><li>March 27, 2008 </li></ul></ul>
  2. 2. What I’ll cover today <ul><li>What is a CRM? </li></ul><ul><li>Kinds of CRM </li></ul><ul><li>Why Open Source CRM? </li></ul><ul><li>Examples of Open Source CRMs </li></ul><ul><li>How to choose a CRM </li></ul>
  3. 3. So what is a CRM, anyway? <ul><li>CRM stands for Constituent Relationship Management </li></ul><ul><ul><li>aka Community Relationship Management </li></ul></ul><ul><ul><li>aka Contact Relationship Management </li></ul></ul><ul><ul><li>aka Customer Relationship Management (its for-profit progenitor) </li></ul></ul><ul><li>There are many kinds, and they have different feature sets </li></ul>
  4. 4. What’s in a CRM? <ul><li>Basic Data </li></ul><ul><ul><li>Basic contact info </li></ul></ul><ul><ul><li>Track activities (calls, events) </li></ul></ul><ul><ul><li>Track donations </li></ul></ul><ul><ul><li>Tracking Volunteers </li></ul></ul><ul><li>Actions </li></ul><ul><ul><li>Email blasts </li></ul></ul><ul><ul><li>Automated donations </li></ul></ul><ul><ul><li>Event management and registration </li></ul></ul>
  5. 5. Kinds of CRM <ul><li>Desktop & Client/Server CRM </li></ul><ul><ul><li>Download and install on network and/or desktops </li></ul></ul><ul><li>Web Server-based CRM </li></ul><ul><ul><li>Download and install on your intranet web server, or on your public-facing web server </li></ul></ul><ul><li>Software as a Service </li></ul><ul><ul><li>No download or installation – all hosted on companies site </li></ul></ul>
  6. 6. Categories of CRM by license <ul><li>Proprietary </li></ul><ul><li>Open Source In Spirit (built on proprietary platforms) </li></ul><ul><li>Open Source CRM built on proprietary OS/Database </li></ul><ul><li>Open Source CRMs built to run entirely on Open Source platforms </li></ul><ul><li>Software as a Service (not obtaining software, obtaining services) </li></ul>
  7. 7. Examples of CRM: Proprietary <ul><li>Blackbaud Raiser’s edge </li></ul><ul><li>Donor Perfect </li></ul><ul><li>Fundware </li></ul><ul><li>Sage </li></ul><ul><li>... </li></ul><ul><li>... </li></ul>
  8. 8. Examples: SaaS <ul><ul><li>Democracy In Action </li></ul></ul><ul><ul><li>Convio </li></ul></ul><ul><ul><li>Kintera </li></ul></ul><ul><ul><li>Salesforce </li></ul></ul><ul><ul><li>eTapestry </li></ul></ul><ul><ul><li>Both Salesforce and eTapestry are free (as in “beer”) for some users: </li></ul></ul><ul><ul><ul><li>Salesforce – 10 free licenses </li></ul></ul></ul><ul><ul><ul><li>ETapestry – free for 500 or fewer contacts </li></ul></ul></ul>
  9. 9. Examples: Open Source In Spirit <ul><li>METRIX (built with MS Access) </li></ul><ul><li>EBase (built with FileMaker Pro) </li></ul>
  10. 10. Examples: Open Source <ul><li>Depends on proprietary OS and/or Database </li></ul><ul><ul><li>mpower open (built on .NET and depends on MS SQL server) </li></ul></ul><ul><ul><li>Organizer’s database (Windows and Visual Basic) </li></ul></ul><ul><ul><li>Compiere (requires proprietary databases) </li></ul></ul>
  11. 11. Examples: Open Source <ul><li>Can be run completely using open source OS/tools </li></ul><ul><ul><li>Linux, Apache, MySQL, PHP (LAMP stack): </li></ul></ul><ul><ul><ul><li>CiviCRM </li></ul></ul></ul><ul><ul><ul><li>SugarCRM </li></ul></ul></ul><ul><ul><ul><li>BaseBuilder </li></ul></ul></ul><ul><ul><li>Any OS, Apache Tomcat, Java: </li></ul></ul><ul><ul><ul><li>OpenCRX </li></ul></ul></ul><ul><ul><ul><li>vTiger </li></ul></ul></ul>
  12. 12. Why Open Source CRM? <ul><li>Free as in “beer” - organizations can get good CRM without spending a lot of money </li></ul><ul><li>Free as in “speech” - you can see, and modify the code behind the CRM </li></ul><ul><li>Open APIs – open source CRMs have open APIs (APIs that are without cost, and documented) </li></ul><ul><li>Community support </li></ul><ul><li>Help to enhance open source CRM by contributing to CRM projects/products </li></ul>
  13. 13. Why Open Source CRM? <ul><li>People seem to be satisfied with their choice of open source CRM: </li></ul><ul><ul><li>In the NTEN CRM satisfaction CiviCRM was first in satisfaction, SugarCRM and Organizer’s Database were 3 rd and 4 th (out of 22 tools.) </li></ul></ul><ul><ul><li>These tools were all ahead of Blackbaud, Convio, Kintera, and other proprietary CRMs. </li></ul></ul>
  14. 14. Why not open source CRM? <ul><li>You need features not present in any current open source CRM </li></ul><ul><li>Your staff are familiar with a particular CRM </li></ul><ul><li>You want Software as a Service (SaaS) </li></ul>
  15. 15. Open Source CRM <ul><li>All current open source offerings are: </li></ul><ul><ul><li>Stable and secure </li></ul></ul><ul><ul><li>Support (both paid and community) readily available </li></ul></ul><ul><li>Some are “Enterprise Class” </li></ul>
  16. 16. Web Based CRMs: CiviCRM <ul><li>LAMP Stack (Linux, Apache, MySQL, PHP) </li></ul><ul><li>Web-based </li></ul><ul><li>Integrates with Drupal or Joomla (Drupal is best) </li></ul><ul><li>Has a new stand alone version </li></ul><ul><li>Version 2.0 is newly released </li></ul><ul><li> </li></ul><ul><li>Webinar 4/29 </li></ul>
  17. 17. Web Based CRMs: SugarCRM <ul><li>Written primarily for Sales in for-profit organizations </li></ul><ul><li>LAMP stack, fully open source </li></ul><ul><li>GPL v3 </li></ul><ul><li> </li></ul>
  18. 21. SugarCRM <ul><li>Strengths: </li></ul><ul><ul><li>Lots of features </li></ul></ul><ul><ul><li>Popular </li></ul></ul><ul><ul><li>Active Community </li></ul></ul><ul><ul><li>Can be used by large organizations </li></ul></ul><ul><ul><li>Easy to install </li></ul></ul><ul><ul><li>Has a company behind it – so paid support is easily available </li></ul></ul><ul><li>Weaknesses </li></ul><ul><ul><li>Designed for sales/business </li></ul></ul>
  19. 22. Client/Server CRM: mpower open <ul><li>Very mature product, very newly open source </li></ul><ul><li>Comparible to Raiser’s Edge </li></ul><ul><li>Windows client </li></ul><ul><li>Depends on MS SQL Server </li></ul><ul><li>Written in C#/.NET </li></ul><ul><li>No community yet </li></ul><ul><li> </li></ul>
  20. 23. mpower open <ul><li>Strengths </li></ul><ul><ul><li>Designed for nonprofits </li></ul></ul><ul><ul><li>Used by medium and large organizations </li></ul></ul><ul><ul><li>Comparible to Raiser’s edge </li></ul></ul><ul><ul><li>Mature product </li></ul></ul><ul><ul><li>Completely open APIs </li></ul></ul><ul><ul><li>Company behind it – paid support is readily availabe </li></ul></ul><ul><ul><li>Lots of future potential </li></ul></ul>
  21. 24. mpower open <ul><li>Weaknesses </li></ul><ul><ul><li>Newly open sourced – no community around it </li></ul></ul><ul><ul><li>Not easy to install </li></ul></ul><ul><ul><li>Currently depends on proprietary platform and database </li></ul></ul>
  22. 25. Desktop CRM: eBase Pro <ul><li>Has been around for a long while </li></ul><ul><li>Is not truly open source – written with FileMaker Pro </li></ul><ul><li>Can be customized if you own FileMaker Pro </li></ul><ul><li>Good for small-medium sized orgs </li></ul><ul><li>Future is uncertain </li></ul><ul><li> </li></ul>
  23. 29. Dekstop CRM: Organizer’s Database <ul><li>Windows only </li></ul><ul><li>Written in Visual Basic </li></ul><ul><li>GPL </li></ul><ul><li>Customizable </li></ul><ul><li>Active Community </li></ul><ul><li>Still under active development </li></ul><ul><li> </li></ul>
  24. 33. How to choose a CMS <ul><li>What’s your budget? </li></ul><ul><ul><li>Cost is not just the cost of software, it includes implementation, support, and data migration </li></ul></ul><ul><ul><li>Remember to include staff time in your calculations </li></ul></ul><ul><li>Can you identify sources of support? </li></ul><ul><ul><li>Paid support from vendor/company </li></ul></ul><ul><ul><li>Consultant support </li></ul></ul><ul><ul><li>Community support (takes staff time) </li></ul></ul>
  25. 34. How to choose a CMS, continuted <ul><li>Features – what do you need? </li></ul><ul><ul><li>Basic contact management </li></ul></ul><ul><ul><li>Donation tracking </li></ul></ul><ul><ul><li>Tracking of activities and events </li></ul></ul><ul><ul><li>Integrated online donations </li></ul></ul><ul><ul><li>Email advocacy or newsletters </li></ul></ul><ul><ul><li>Other features </li></ul></ul><ul><li>Compare feature sets of different CRMs </li></ul>
  26. 35. How to choose a CMS, continued <ul><li>Open APIs, and ease of data import and export </li></ul><ul><li>How important is open source? </li></ul><ul><li>Platform issues (web, desktop) </li></ul><ul><li>Database issues (some open source CRMs require proprietary databases) </li></ul>
  27. 36. Resources <ul><li>Software choice worksheet: </li></ul><ul><li>NTEN CRM satisfaction survey: </li></ul><ul><li>Great Idealware article on CRM: </li></ul>