Klaas Jansen - Having implemented Salesforce both while working in a Nonprofit and as an Integrator, There have been some highs and lows. This session will pull out 10 key lessons learned from this experience that will help others move faster and better. You will also get an idea of the raison d’etre of several Nonprofits who have joined the Salesforce ecosystem.

1. 10 Lessons of Salesforce Nonprofit implementations
from a Customer and Integrator perspective
klaas.jansen@absi.digital, @klaasjansen
Klaas Jansen, Nonprofit Success Manager

2. Nice to meet you

3. Nonprofit: Implementing Salesforce
5 learning points

4. 1. What’s the budget?
How to define budget?
• Align budget to vision of the organization, or vision to the budget :)
• Split between one time costs (investments) and operational costs

5. 1. What’s the budget?
How to define budget?
• Align budget to vision of the organization, or vision to the budget :)
• Split between one time costs (investments) and operational costs
Let it be a recurring budget
• Innovation and Technology should be on the roadmap every year
• Work towards a fixed % of the overhead for operational IT costs (between 1-3%)
• When recurring no need to fight for budget every year

6. 2. CRM should serve the organization
How does it serve our Mission and Vision?
• First the Why
Why do we need a new system?
• If Vision and Mission are clear:
• How is CRM support this
• What are we going to do with it

7. 3. Who is the driver of the project
What is the need that needs to be solved?
• Marketing - Service - IT - Management - Finance
• Who drives the change gives focus to the change
• IT should advise

8. 3. Who is the driver of the project
What is the need that needs to be solved?
• Marketing - Service - IT - Management - Finance
• Who drives the change gives focus to the change
• IT should advise
Who is on the bus?
• Management buy in
• Identify ‘early adopters’
• Get all silo’s on board

9. No install and go
• Get involved with the project
• Allocate time and people
• Update and communicate
4. It is organizational Change Management

10. No install and go
• Get involved with the project
• Allocate time and people
• Update and communicate
Work towards the ‘soll’ and don’t built the ‘ist’
• Use best practices, there are similarities at nonprofits :)
• Dare to change processes
4. It is organizational Change Management

11. 5. Continuous Improvement
It is not a one time effort
• Change is the only constant factor
• What you focus on grows

12. System Integrator: Serving your customers
5 learning points

13. 1. Customer Success
Know your ideal customer
• Qualify opportunities
• Work with long term in mind
• Know your strengths, weaknesses and adapt

14. 1. Be a sparring partner for your customer
Know the industry and the platform
• Customers often don’t know
• Be honest and transparent
• Listen
• Dare to push back

15. 2. Use best practices to add value
Let customers benefit from your knowledge
• Specialize
• Create templates and quick starts
• Use existing solutions
• Leverage the platform
• Learn, adapt and advise

16. 3. Deliver functionality as soon as possible
Take the agile approach
• Increase adoption by giving the opportunity to work on the platform
• Define, Measure, Finish.
• Not MVP but FUP :)

17. 5. Hand over ownership to the Customer
Start the project with the end in sight
• Prepare in the beginning who to hand over to
• No lock in, but happy customer

18. Buckle up, it’s going to be a bumpy ride

19. Buckle up, it’s going to be a bumpy ride.
And with the right preparation,
dedication and team, it is a great ride
with a soft landing.