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Community IT July Webinar - Raiser's Edge NXT
The document discusses the considerations for using Raiser’s Edge NXT, emphasizing the importance of effective CRM practices for nonprofits. It outlines features of Raiser’s Edge NXT, the common reasons for CRM project failures, and the necessity for organizational engagement and data hygiene. The document also highlights the collaborative approach of the organization in supporting nonprofits through IT solutions and strategic insights.
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Community IT July Webinar - Raiser's Edge NXT
- 1. RAISER’S EDGE NXT CONSIDERATIONS IF YOUARE OVER THE EDGE
- 2. Multitasking does notwork You may just miss the best part of the presentation Ask questions Post questions via chat Interact Respond to polls during webinar Webinar presentation & recording Presentation and recording links will be shared after the webinar WEBINAR TIPS
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- 4. Strategic Proactive approach soyou can make IT decisions that support your mission and grow with you Collaborative Team of over 30 staff who empower you to make informed IT choices Invested We are committed to supporting your mission, and take care of your IT investment as if it were our own Nonprofit focus Worked with over 900 nonprofits since 1993 ABOUT Community IT Innovators partners with nonprofits to help them solve their strategic & day-to-day IT challenges.
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- 8. A NON-EXHAUSTIVE LISTOF OTHER PLAYERS ON THE BLOCK
- 9. • What isRaiser’s Edge NXT? • What does it take to truly be effective at CRM? • How can I tell if we’re ready for CRM change? WHATWE’LL COVER TODAY
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- 12. WHAT NXT IS……NOW •Improved user experience with an initial emphasis on fundraisers • Responsive design (desktop, mobile, tablet, etc.) • Data model and architecture is unchanged
- 13. HOW BLACKBAUD IS POSITIONING NXT…NEXT•Open, and improved, API to allow greater connectivity • Future releases promise additional functionality • It will become a platform upon which services and products are layered
- 14. WHAT’S NOTABLE • Heavy relianceon RE “classic” for the foreseeable future • Still envisioned as CRM for Development/Advancement • Change in how pricing is determined
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- 17. CRM IS BECOMINGMORE POWERFUL MANAGE WORKFLOW INDENTIFY TRENDS MAKE CONNECTIONS POWER ENGAGEMENT
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- 23. A FRAMEWORK FOR CRMCAPACITY thisisbuild.com/resources/whitepapers/healthynonprofitcrm.pdf
- 24. • Her organizationhas an underdeveloped major gifts program • Large individual gifts have been caught, not raised • Fundraisers have refused to use RE7 to manage their portfolio • Excited about NXT as a way to improve fundraising Lisa, SVP of Development
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- 27. HOW WE MEASURE HEALTH Strategy& Constituent Alignment RE:NXTsurfaces“intelligent” informationabout constituents:isthereaplanto actuponthatinformation?
- 28. HOW WE MEASURE HEALTH System Adoption& Collaboration HasyourstaffwrittenoffThe Raiser’sEdge? System Adoption & Collaboration
- 29. • Organization iscurrently using a combination of RE7 and Excel and Outlook • Lots of duplicates, many constituents not touched in years and when they have been, interactions have not been recorded • Relationship management and other processes are inefficient and not documented Lisa, SVP of Development
- 30. BuildCRM Index Threetactical measuresofCRM health ProcessEfficacy Technological Capability & System Organization Data Hygiene & Organization
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- 32. HOW WE MEASURE HEALTH DataHygiene & Organization Howwilldataquality impactthe“intelligence”of RE:NXT?
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- 34. CRM IS BECOMINGMORE POWERFUL MANAGE WORKFLOW INDENTIFY TRENDS MAKE CONNECTIONS POWER ENGAGEMENT
- 35. CONSIDERATION S TECHNOLOGYCANNOT LEAD CHANGE RETURNON INVESTMENT ISRELATIVE RAISER’S EDGE NXT CANNOTALWAYS FILL GAPS
- 36. CAN YOU PLEASE JUST TELLME WHAT TO DO BEWAREOFTHE AGGRESSIVE SALESPERSON OR COMPANY REMEMBERTHAT PROMISES SHOULDNOTBE PURCHASED MAKESUREYOU EVALUATE TWICE & BUY ONCE UNDERSTANDTHE HEALTH OFYOUR CRM ECOSYSTEM
- 37. IF YOU TAKE AWAY ONETHING, TAKE AWAY THIS OO + NT =EOO
Editor's Notes
- #2 JOHAN
- #3 JOHAN
- #4 Everyone introduce themselves in order, really briefly. “Hey, this is Kyle Haines, Build Consulting, thanks to Community IT for hosting us today. We’re really excited to be here again with Johan.” .
- #5 JOHAN
- #6 PETER As Johan mentioned, we are very proud partners of Community IT. Build is made up of 4 primary partners (of which Kyle and I are two) who combine to have 80+ years of experience in the nonprofit sector and with information management in general. And over that time, we have worked with over 500 organizations. Our sole purpose is to work with nonprofit organizations to strengthen their information management capabilities.
- #7 PETER I won't bore you by reciting who have we worked with - I include it only to demonstrate the breadth of experience we have had with nonprofit organizations and associations of all types and sizes.
- #8 PETER We are passionate about our independence—we don't affiliate with any software or implementation vendor. This is critical to preserving our reputation as trusted advisors to our clients and the entire nonprofit community. That being said we do have good working relationships with some of the largest and most well established vendors, which we often leverage to advance the interests of our clients. We love to have long-term relationships with our clients. But most important to us is that our work serves the interests of our clients (and the nonprofit industry in general) and that our work stands on its own regardless of how it impacts Build Consulting or any other vendor.
- #9 PETER This is our 2nd webinar that has talked about Raiser's Edge NXT. We do not intend this as an endorsement. However, the energy of the industry has been focused here and the recent release of RE NXT has the possibility to affect in excess of 15,000 clients. This seemed like a topic worthy of attention again. We know that there are tons of good solutions out there for Constituent Relationship Management - many of which are listed here and tons which are not.
- #10 Off the bat, I should say that we have challenged ourselves to keep today’s webinar to 20-30 minutes. We want these to be useful, and digestible. We’re happy to stay for additional questions after we’re done today, but we want to try and move through this in way that delivers a ton of value in a compressed timeframe. With that, let’s get started. In our presentation title, we used the expression “Over the Edge”. It can mean a number of things ranging from being an ardent lover of The Raiser’s Edge 7 and excited for a big change, to people who are frustrated by the relative lack of innovation in The Raiser’s Edge 7 and have considered making a move, to organizations who perceive their CRM needs to extend beyond what The Raiser’s Edge can address. Today is really about three things: First, a high-level overview of Raiser’s Edge NXT. We’re not going to cover all of the different features of the Raiser’s Edge since we think Blackbaud is doing a great job of providing this kind of information already Second, We speak to what does it take for your organization to be truly good at CRM. For many listeners, The Raiser’s Edge might be the only CRM system their organization has. Or it might be the most significant one. Third, we use our Build CRM Index to share some of the most pertinent considerations for organizations who are considering any CRM move. The Index is a framework to help gauge the capacity of an organization to make investments of time, energy, or money in CRM change,
- #11 What is all this hubabloo about a next generation product from Blackbuad?
- #12 Firstly, it’s important to note that NXT is not just a product. Our friend Bill Connors had this insight that it’s really more than just a product. It’s an attempt to bundle both technology and information together. It’s a platform of integrated analytics that should sit side-by side Raiser’s Edge NXT From a product perspective, Raise’s Edge NXT Emphasizes surfacing the information/data that is most important to fundraisers Raiser’s Edge for everything else Eliminates the need for a conversion or retraining for power RE users. Released on Schedule Notable that Blackbaud made a commitment to a timeframe and actually kept to it
- #13 It would seem that the roadmap for NXT is rather forward looking with respect vision. The entire vision for the product, in our view, has not been entirely articulated by Blackbaud but, increasingly we’re seeing signs that the vision is actually there. So, our insights are limited to what has been publically shared and also what we have inferred from informal conversations with Blackbaud Improved user experience – initial emphasis on fundraisers The longer-term goal would be the needs of other Development staff, but right now the emphasis is on folks who are identifying, cultivating, soliciting, and stewarding gifts Responsive design Because The Raiser’s Edge NXT is run via web services, it’s truly responsive. Its intended to be used on any device. Data model and architecture is unchanged The good news is that this means that there is no conversion. Blackbaud has made a choice that their data model, for The Raiser’s Edge is solid, and can be built upon. However, there are some limitations in their data model as it relates to both tracking Opportunities and interactions. While Raiser’s Edge NXT might make surfacing those types of information easier, there are still the same underlying limitations.
- #14 Johan and Peter, you know what I just realized? NXT sounds like a 80’s band that had some B sides that never got the airplay they deserve. I digress. Open, and improved, API to allow greater connectivity We see this as critical, especially for mid to enterprised-sized organizations. The current limitations on integrating The Raiser’s Edge into a larger information strategy ecosystems greatly diminishes its value in my view. Future releases promise additional functionality For those on the call that know me, I’m a huge fan of analogies. I think that the release in June was analogus to a multi-staged rocket. Raiser’s Edge has finally escaped gravity and interita. There are more stages of the rocket that need to deploy, and the final destination of the rocket is truly unknown. And lastly, as I said early it will become a platform upon which additional services and products are layered
- #15 Heavy reliance on RE “classic” for the foreseeable future Still envisioned as CRM for Development/Advancement No publicly stated roadmap for future phases Change in how pricing is determined Heavy reliance on RE “classic” for the foreseeable future Again, for power users, this might be a good thing and prevents some disruption that would have low value. But RE7 “classic” technology stack is passed its prime and there are still some lingering annoyances about the product that have should have been addressed long ago. Still a CRM for Development/Advancement If you need a diverse group of staff both accessing and, most importantly, contributing to constituent records, The Raiser’s Edge and NXT are still just Change in pricing Will it cost more? Definitely. Will it cost too much? That depends. If your organization is poised to take advantage of the new organization and tie it to ROI. Probably not. Peter is going to talk more about that later in the presentation.
- #16 As promised at the outset of our presentation, we are not going to go through screen shots and dissect RE: NXT in great detail. Blackbaud is rightfully proud of NXT. You can find more information on their website, go to one of their roadshows and of course as is the case with any vendor, an account executive would be more than happy to show you more
- #17 For many on today’s call, CRM might be only something that they understand as a vague concept. We aren’t going to spend a ton of time on defining CRM. What we do think it’s useful to do is to talk about how CRM might apply broadly to organizations. As we do that, perhaps it’s worth considering a broader definition of CRM might apply to your organization?
- #18 We identified four of the things that organizations who are exploring replacing their CRM system often get most intrigued by. We could certainly spend an entire webinar about how CRM has changed. That webinar would definitely be more than 20 to 30 minutes so we highlighted these IDENTIFY TRENDS For CRM to be effective, it has to move away from being viewed as a database to one that is a tool that underpins it work. MANAGE WORKFLOW CRM should help drive workflows – how can be be used to automate the things that help constituents feel like they are valued and understood? MAKE CONNECTIONS Whether it’s internally connecting employees around constituent relationships or connecting constituents to the organization, CRM can help POWER ENGAGEMENT From social engagement and listening to simply outbound communications, CRM can help target messages to the right constituents, about the right things, and the right time.
- #19 KYLE
- #20 Results of a 2009 Forrester Research Study found that 47% of all CRM projects fail. This a sobering number. With the acceleration of marketing surrounding CRM, one could only presume that this has gotten worse.
- #21 This is from Forrester Research The Common Causes of CRM System Project Failure According to Recent Forrester Research Survey, February, 2014 In our experience, in a lot of cases that technology was to blame, it was the first three, processes, people and strategy that led to the technology being selected in the first place
- #22 If projects fail so often, the question is what can we do to prepare for that change to guard against that failure.
- #23 PETER I recently finished reading Good to Great which was published in 2001. Its a great book about transforming companies that I would recommend to anyone in any industry.. And they published an addendum for the nonprofit sector. But for our purposes today, I thought how Jim Collins positions technology is brilliant. Here is what he says. Read the quote. We see all the time in nonprofits that there is a failure to make the basic strategic and management decisions necessary to run (just as an example) a successful major gifts program. And those same nonprofits blame something like RE7 as the stumbling block. Spending money on NXT or any other CRM system will not change who you are or the challenges you face. It may imply require that you likely spend more money in order to achieve similar results. It is in that spirit that I thought we should talk through a case example of a fictitious but representative organization that will illustrate what needs to be in place to be truly great at CRM. Our focus here is going to be on major gifts - mostly because that is the clear focus of the first release of NXT.
- #24 PETER In order to organize the answer, we are going to provide you with a framework by which you can evaluate your CRM Ecosystem. We also use this as an opportunity to shamelessly suggest that you download our white paper at the URL listed here.We call this the CRM Build Index. In short, our Build CRM Index calls out 6 ways in which you can evaluate your capacity to leverage CRM. We will use those six things to evaluate a case example.
- #25 PETER
- #27 Organizational commitment is not only a question of are they committed to the system you are putting in place. What I would ask of Lisa and her colleagues is the extent to which the entire organization is prepared to commit to running a top-notch major gifts program - which requires a commitment of money, staffing, process and systems changes. When those at the top are not committed to change - that change is unlikely to happen or to achieve excellent results.
- #28 The next topic is how well the organization's constituent strategies are aligned to achieve the results they desire. One of the great things about NXT is its ability to surface intelligence about constituents. But does Lisa's organization have a strategy and plan to leverage that information to convert it into more gifts or larger gifts or better relationships.
- #29 The next question is how well Lisa's organization has done in driving adoption of CRM and other systems. RE NXT looks fantastic in demonstrations. Of course RE7 did as well. The question is why didn’t Lisa's organization adopt it originally? If her fundraisers were allowed to opted out of RE7, then truly the organization allowed it to happen as well. An organization would never let fundraisers decide to stop using email because it was too much work. Or would never allow an accountant to stop using finance software because they liked spreadsheets better. Providing pretty technology has never been an effective solution to driving adoption - it helps but does not solve the underlying organizational dynamics.
- #30 PETER
- #32 Moving from The Raiser's Edge 7 to NXT is not going to be a particularly big lift for end-users - the training required should be relatively modest. But it does raise some questions of your overall ecosystem. What percentage of the data that is relevant to Lisa's major gifts program is stored outside RE? Excel, word, outlook, paper files, people's brains, outside wealth screening services, Are there other systems like Luminate online, Classy, etc. that have data about Lisa's prospects which either are not synched with RE or which are synched but the sync causes all kinds of problems like duplicates, data integrity issues, etc. It is also worth noting that if Lisa's RE is not currently hosted, she will have to move to into the BB hosting environment - and that has implications both for how RE is used but also potentially for any integrations she might have in place.
- #33 The next question to answer is how the poor data quality of Lisa's RE is going impact the overall health of CRM One of the things that RE:NXT does that is exciting is that it identifies “stale” contacts – those who have not been contacted in a significant amount of time. If you have never had fundraisers regularly enter their activities into RE, then on day one everything is going to look “old”. If you have many duplicates, poor quality gift data or other data problems, then the analytics and predictive capability of RE NXT is going to reduce your ability to get a return on your investment from RE. That being said, everyone has data challenges - and we are not saying that you have to fix them all to move forward - but recognize that the things that held Lisa back in RE7 will likely do the same in the new system.
- #34 Many organizations tend to think of major gifts fundraising as a one on one activity. But the truth is that a well-oiled major gifts program has clear processes and procedures in place to handle the identification of suspects, the qualification of prospects, moving donors through the cultivation cycle, doing forecasting and others. Our belief is that if Lisa has a good idea of the processes she wants to follow, NXT will help
- #35 I want to go back to an earlier slide and try to relate it to RE:NXT IDENTIFY TRENDS Is RE:NXT going to be able to identify the trends that are important to your organization alongside other important CRM trends? MANAGE WORKFLOW Does your organization's CRM workflow extend, significantly, beyond the fundraising team? MAKE CONNECTIONS How are you connecting employees and constituents beyond Development or Advancement? constituent relationships or connecting constituents to the organization, CRM can help POWER ENGAGEMENT When thinking about engagement – are their key
- #36 Technology cannot lead change To be candid, if your fundraisers are not using The Raiser’s Edge to organize and prioritize their work, its unlikely that the Raiser’s Edge NXT will do that for you alone. From what Peter shared earlier and our Build CRM Index goes into in much greater detail Return on investment is relative The price increase is really only relative to what ROI you expect. We can’t give details on pricing, a BB AE would have to. But, if you are prepared to do the work around defining a major gift program driven by data and analytics, thousands or even tens of thousands of dollars invested in NXT could, long-term, be seen as an incremental investment Raiser’s Edge NXT cannot always fill gaps Bottom line is that if you’re approaching as a panacea for your organization and this is what you’ve been waiting for to fill gaps in strategy, staffing, data quality, etc. You’re going to be disappointed. Raise’rs
- #38 Fix formula