The document discusses life after going live with a CRM project. It emphasizes preparing for go-live by revisiting risks, finalizing cutover plans, and working with the go-live assistance team. After go-live, the focus shifts to stabilizing the system for the first 30 days by resolving issues and customizations. From 31-90 days the goal is to normalize operations by expanding support and supplementing staff for key processes. After 90 days, the emphasis becomes growing the CRM system through enhanced campaigns, data services, strategic services and upgrades to optimize ROI over the long term.

1. CRM: Life After Go Live
PRESENTED BY AILEEN SANDOVAL

2. A successful project does not
guarantee success.

3. Presentation Objectives:
1. How to prepare for Go-Live, and the post Go-Live period
2. What you can & should do to help you be successful
3. How to transition from project mode to growth mode

4. Getting to Go-Live
You
Project
Team
Support
Strategic
Services
• Who are they?
• What is their
purpose?
• How do they help?

5. Getting to Go-Live

6. Getting to Go-Live
The Project Implementation Team
You
Project Team
Support
Strategic
Services
Go-Live
Help
• Risk Register
• Cut-over Plan
• GLAT

7. Getting to Go-Live
Project Team, 4 months before go-live:
1. Re-visit your risk register (the Sleep Easy plan)
• Create a mitigation plan for all outstanding items
• Revisit every 2 – 3 weeks
2. Take cut-over planning seriously
• Talk through everything that has to happen – 6 & 6
• Work with vendors to create back-up plans
• Set realistic expectations with executives
3. Work with GLAT
• Go Live Assurance Team
• Dedicated to your go-live success
• Experienced with go-lives, quick responses

8. Getting to Go-Live
The Support Team
You
Project.
Team
Support
Strategic
Services
Go-Live
Help
• Help Desk Readiness
• Support Planning
• Dedicated Tech Acct Mgr
• 24/7 Access
• Project Lead Expertise
• Escalation to R&D
• Customization Support
• Hosting Support

9. Getting to Go-Live
Support, 4 months before go-live
1. Let your Technical Account Manager (TAM) be your advocate
• Build the relationship
• Knows your systems & business practices
2. Conduct Help Desk Readiness Assessment
• Complete 2 months before Go-Live
• Identify SMEs throughout your organization - not just on your
help desk
• Build frontline support. Your help desk is not your first tier of
internal support – it is your final tier.
3. Work with TAM to train your Help Desk team on CRM
• Effectively triage issues
• Resolve users most critical needs first
• Recognize trends in questions and/or issues reported

10. Getting to Go-Live
The Strategic Services Team
Go-Live
Help
• Ease the strain of Go-Live
• An extension of your team
• Supplemental Staff
• Flexible agreements
• Optimize CRM
• Super-charge campaign
management
You
Project
Team
Support
Strategic
Services

11. Getting to Go-Live
Strategic Services, 4 months before go-live:
1. Try short term agreement during Go-Live
• Manage campaigns with drop dates within go-live window
• Staff supplementation for ‘catch up’ work
• Avoid the Finder Number Gotcha Game
2. Retainer contract for business intelligence needs
• Learn to leverage 360-degree constituent information
• Automated, sophisticated campaign reporting
• Integrate new data sources into fundraising strategy
3. Be Creative
• Strength is expertise & flexibility

12. Getting to Go-Live
You
Project
Team
Support
Strategic
Services
Go-Live
Help
• Blackbaud
knows the
system, but no
one knows your
organization
better than you.

13. Go-Live

14. Go-Live
Final Conversion
End User (Functional) Training
Internal Hand-off
General Release (Go Live Day)

15. •Supplement your staff
•Prep for first ‘big pull’
•Plan execution for data uploads
•On-site, targeted support
•Hands-on issue resolution
•Coordinate communications
•Coordinate daily stand-up with
internal teams, Strategic Services
& Support
•High alert during go-live
•Resolve issues with
increased focus
•TAM may visit on-site
Go-Live
You
Project
Team
Support
Strategic
Services

16. Go-Live
You:
• Get plenty of sleep
• Most common issues are security / permissions
• Most troublesome issues are usually related to the
person under the umbrella
• Whenever possible, avoid scheduling high-volume direct
mail pulls for 2 – 3 weeks after go-live
• Set clear expectations with executive teams
• Expect long days and plan for overtime
• Lead with grace and humor
You
Project
Team
Support
Strategic
Services

17. We’re live. Now we SNaG.

18. SNaG-ing ROI
Stabilize (0 – 30)
Normalize (31 – 90)
Grow (90+)

19. MORALE & PRODUCTIVITY
Flashback: The Change cycle
Current
Performance
Future
Performance
TIME
Denial
Act
Acceptance
Anger
Bargaining Resistance
Commitment

20. Change Cycle – The Sequel
Grow
Denial
Act
Acceptance
Anger
Bargaining Resistance
Commitment
Stabilize
Normalize
Go
Live

21. SNaG-ing ROI

22. SNaG-ing: Stabilize – 0 to 30 days
• Meet regularly to review
Support cases…………
• Provide hands-on support to your
internal campaign and data
management team
• Coordinate and manage
Acknowledgements for revenue
received during cut-over
• Resolve open issues
• Transition customizations to
Support
You
Project
Team
Support
Strategic
Services

23. SNaG-ing: Stabilize – 0 to 30 days
• Your TAM reviews your open Support
cases daily
• Monitors all cases against support
standards
• Automatically alerted on “critical”
cases
• For escalated critical cases: :
o Confirms with you that an issue
is “critical”
o Work with you to understand
impact and set expectations
o Internally, drives case to
resolution
o Communicates progress &
resolution
You
Project
Team
Support
Strategic
Services

24. SNaG-ing: Stabilize – 0 to 30 days
• Prioritize. Is it a critical, revenue generating
business process?
• Yes - Not functioning or prevented from
functioning? = Critical
• Yes - Functioning but delayed or impeded?
= Problem
• Yes - Annoying and burdensome? = Defer
• No? = Defer
• Have a backup plan for critical reports
• Pace yourself and your teams. Remember – this
is a long-term proposition.
• Empower your teams. As great as Blackbaud is,
we will never be as good at your mission as you
are.
You
Project
Team
Support
Strategic
Services

25. SNaG-ing ROI

26. SNaG-ing: Normalize – 31 to 90 Days
• Support your Experts, and
expand internal support skill sets
• Supplement staff and provide
support during ‘Firsts’:
• First monthly credit card /
direct debit run
• First Month-end Financials
• First Quarter-end Financials
• First environment refresh
• First service pack
You
Project
Team
Support
Strategic
Services

27. SNaG-ing: Normalize – 31 to 90 Days
• DO NOT meet every day to review
issues. Consciously reduce pressure.
• Do meet regularly with your TAM,
Strategic Services Relationship
Manager, and Sponsor
• Recognize and celebrate the ‘new
normal.’
• Catch up on PTO
You
Project
Team
Support
Strategic
Services

28. SNaG-ing ROI

29. SNaG-ing: Grow - 90+ days
GROW
(This is the most important part.)

30. SNaG-ing: Grow - 90+ days
• Enhance campaign
efficacy with data services
• Grow donor base through
acquisition services
• Enable strategic growth
through strategic services
• Engage in future-phase
projects and customizations
• Advanced Training
• Plan upgrades
• Monitor product road map
You
Project
Team
Support
Strategic
Services

31. SNaG-ing: Grow - 90+ days
• Invest in skill building.
• Integrate CRM skills into competency
assessments
• Change job descriptions
• Develop a plan to onboard new staff
• Establish self-governing user groups
• Communicate, communicate, communicate
• Confirm your governance model
• How will you determine the mid and long
term path of the system?
• Measure your success. Measure against
your project metrics……..
You
Project
Team
Support
Strategic
Services

32. SNaG-ing: Grow - 90+ days
• Plan for and create new metrics.
• Identify a new campaign that will leverage
all aspects of CRM
• Segments & Smart Fields
• Finder numbers & Source codes
• Scoring, etc.
• Compare old to new:
• Production time & mailing stats
• Response Rates & Revenue
• Benchmark operational tasks (Six Sigma)
• Measure your progress at improving
efficiency.
• Before go-live, at go-live, and then
monthly
• Measure effort and volume
You
Project
Team
Support
Strategic
Services

33. SNaG-ing: Grow - 90+ days
• Recognize efficiencies gained. Publish a running list
of tasks that have been eliminated, or are rarely
performed due to improvements in business
processes.
• Create and follow an upgrade plan. Blackbaud can
work with you to develop and manage your plan.
• Blackbaud will always be your partner, but YOU must
push the limits of your system. CRM was designed to
be flexible and change with your needs. Plan for
change!
• Dream big!
• Come to bbcon! Austin 2015!!!!
You
Project
Team
Support
Strategic
Services

34. Grow – CRM Community

35. A successful project doesn’t
guarantee success. You must plan
for growth. #bbcon
35 #bbcon
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36. Are you pumped up and ready to go?
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