Leading organizations have upgraded their CRM systems and are realizing the benefits of effective modern solutions. Other organizations have struggled to overcome the obstacles preventing them from adopting new technology. Fortunately, many common barriers to large technology transitions have been removed, and both the variety of options and strategic transition processes have made it easier for organizations to select and implement an efficient CRM system. If your organization is still getting by with disconnected systems, join this webinar series for a detailed look at the current CRM solution marketplace for enterprise nonprofits. Since 1996 Heller Consulting has been guiding the technology decisions of mid-sized to very large nonprofit organizations. In this webinar Keith Heller shares his experience and perspective on the current enterprise marketplace, identifies the most common barriers, and outlines Heller’s proven approach to planning and selecting a CRM solution that matches organizational goals. View the video below to learn: - State of the CRM market for enterprise nonprofits - Difference between enterprise CRM products and platforms - How enterprise-level CRM planning is different from smaller organizations Widely adopted enterprise-level CRM system choices: - Salesforce’s Nonprofit Success Pack - Blackbaud’s Enterprise CRM Solutions - roundCorner’s NGO Connect - Softrek’s Clearview - StratusLIVE - ROI Solutions’ Revolution Online How to launch an effective CRM selection process This is the first webinar in this series. In the coming months, we will go into detail on each of the most popular CRM solutions for enterprise organizations.

1. CRM Options
for Enterprise
Nonprofits
5/23/2017

2. About Heller Consulting
Experience Places People Focus
20 Years
1,500+ Clients
3,000+ Projects
San Francisco
Chicago
New York
Boston
Austin
35 People:
Smart
Skilled
Committed
Serve solely
nonprofits
All consultants
have worked in
nonprofits

3. CRM Strategy &
Design
• CRM vision planning
• System design and software
selection
• Analyzing and optimizing
existing systems, and building a
roadmap forward
CRM Implementation
• Advanced CRM development
and integration
• Change management
solutions
• Team configuration and
training
Fundraising &
Engagement
• Aligning strategy, team,
and mission goals
• Planning effective
engagement strategy
• Developing and
integrating effective
fundraising tools
Heller’s Skills with Nonprofit & Higher Ed

4. Clients Include

5. White Papers: TeamHeller.com/resources/
Engagement Strategy
• Marketing Automation
• Taking Engagement Seriously
• CMS Platforms: A Guide for
Nonprofits
CRM
• State of CRM Whitepaper
• Making Your CRM Aspiration a
Reality
• CRMready Workshop
• Engaging Constituents: Your
Strategies and CRM
• Business Intelligence Tools
Review
• Integrated Suites Review
Salesforce
• Fundraising App Review Paper
• NGO Connect: Maximizing its
Potential
• NGO Connect & NPSP:
Choosing the Right Solution for
You
• Advancement Connect:
Advancement Solution for Higher
Education
Please visit TeamHeller.com/resources/

6. First in a 7 part series
Today: Outline CRM Evaluation & Selection Best Practices
Revolution Online

7. Webinar Series Introduction
• What is this series?
• Why are we offering it?
• What do we hope you’ll learn?
• Our suggested next steps

8. Enterprise Nonprofits
• What do we mean by that?
– Organization Size
OR
– Sophistication of CRM Vision
• How selection process differs
for Enterprise Nonprofits
– Multi application environments
– Likely BI – data warehouse etc.
– Vendor relationships key
– Change Management is a huge piece
– Alignment with organizational strategies is crucial

9. Big Picture

10. Market Trends
• The Bad News - For many nonprofits, systems are 10+ years old
• The Good News – Contemporary choices are SO much better
• Emergence of true CRM platforms & powerful BI / Analytics
• Moving along the Adoption Curve
• It’s a great time to be choosing new technology

11. Your Big Picture
• What’s the purpose? (of choosing a new system)
– Replacing tools?
– Optimizing efficiency?
– Increasing access to information / data?
– Breaking down silos?
– Collaborating within and across departments?
• Supporting larger strategies
• Look to the future, not to the past
– Strategies
– Processes
– Working together
• 15 years…..

12. Know Thyself
Culture always wins
• How does your organization feel
about technology?
• How well can you support new tools?
• How risk tolerant is your organization?
• How visionary – really –
is your organization ready to be?
• 15 years…..

13. Choosing a Product vs. Platform

14. What’s a Platform vs a Fundraising System?
Mission
Donor
Engagement
Guided by
engagement
strategy…
…Systems aligned,
one record per
constituent

15. Choosing a Product vs a Platform
• All these vendors claim they are platforms, what do they mean?
• What’s the difference?
• Why does it matter to you?
• What are the benefits of a true platform?
• What will a platform require of you?
• Buzzwords to Avoid - “smooth” “easy” “seamless” “integrated”

16. The Impact of Business Intelligence Tools
• What are BI Tools?
– Reporting applications that pull data from a data warehouse and/or
multiple additional systems.
• Tremendous strides – greater functionality, easier to use, cheaper
• Do I really need to centralize my data?
• Living (& thriving) with multiple systems / multiple CRM instances

17. Promises, Promises: Single vendor vs integrated environments
• Is there really a benefit to single vendor for enterprise NGOs?
• No, you will either end up integrating
• Or you’ll end up compromising your strategies in costly ways
• This is different for smaller NGOs, they don’t have the option

18. The Selection Process

19. Getting Started…
• Don’t look at solutions!
– (Don’t think of an elephant)

20. Key Selection Guidelines
• Buy in (but not too much participation)
• Priorities (but room for growth)
• Full CRM or just Fundraising + Communications?
• Change management – start early
• Lean Selection Process
• It’s Art, not Math
• Assign the right people to the right topics
• Build Momentum, avoid Burnout

21. Setting Expectations
• This is a Strategic Project
– The goal for the organization is…..
– As a result of this project our constituents’
experience will improve (how?)….
• You will be asked to…
• Your job will change in this way…
• The benefit to the organization will be….
• Communicate the Process and Timeline
– And keep communicating throughout

22. Roles
• Determine your organizations strategic goals (with your stakeholders
and primary users)
• Who are the key stakeholders / business owners?
• Who are the primary users?
• Who evaluates different business needs?
• Project / Process Management
– Who will represent/drive this project with vendors and other providers
– Who will represent/drive this project internally?
• Who will represent / support the system(s) over the long-term?
• Executive Sponsorship

23. Functionality – A First Look
• New features for you
• New features for the market
• “Future-proof” systems
• What’s working now
(and needs to keep working!)

24. Cataloging Business Needs
• Cataloging business needs
– Huge lists can be overwhelming, vendor responses unhelpful
– Don’t start lists from scratch, get from peers / internet
– Assign areas to different
stakeholders / staff to:
• Prioritize
• Evaluate
• Test
• Score
– Include the whole organization:
• Fundraising
• Marketing & Communications
• Program / Mission Departments
• Call / Customer Service Center
• Finance

25. Prioritizing Needs – Let the compromising being
• Align Needs to Strategic Goals….
• Consider a rating or weight system or other ways to assign points to identify importance.
– Identify/assign a rating for the need/requirement for example:
• Critical – Must have to function
• High – Needed for day-to-day functions and processes
• Medium – Would be useful
• Low – Would be nice to have
– Not everything gets to be important! (equal distribution of ratings)
• This is where the Art happens….
– Remembering our big goals for changing systems
– Conversation, compromise & leadership
– Balancing “front-line” needs with “back office”
– Start simple, accommodate the future, don’t recreate the past

26. Looking at the CRM Landscape
• You’re doing it right now!
• Don’t cast too wide a net:
– Too many options = too many cycles = burnout
– Are you really so different from your peers?
Will you really go “off the grid”?
• Use your energy to go deeper
with these systems

27. Vendors
How Systems Work
• Trust but verify. Then verify again.
• Test environments
• References
• Plus colleagues not
provided as references
• User communities
• Demos
• Multi day demos or
“how to crush your staff”
• Targeted walk thrus
How Sales Works
• Motivations, Quotas & Timing
• Partnering well with your vendor

28. Considering Hiring a Consultant
• They have a proven process
• Knowledge – systems, vendors, your peers
• Cost vs Your Time
• Buffer between you and vendors
• Their value is not in…
– Suggesting options to you. 90% of your peers pick from these six vendors
– Spreadsheets with a thousand features and check boxes

29. Where to Go Next

30. CRM Vision
Answers key questions for staff, management, board, stakeholders:
WHAT are we doing?
HOW are we doing this?
WHO is doing each
piece?
WHEN will
each piece happen?
WHY are we doing this?

31. CRM Roadmap Components
• CRM Vision
• Business Case
• User Stories & Business Requirements
• Solution Selection
• Phased Adoption Approach
• Platform & System Architecture
• Implementation Plan
• Project & Future Staffing
• Change Management & Communication Plan
CRM Roadmaps
contain components
best suited for your
organizations
!!!

32. It’s a practical Plan
for achieving your
CRM Vision
Why do a CRM Roadmap?
It’s a Process for
collaborating on and
socializing the CRM
opportunity at your
organization
It’s an Opportunity
to articulate your
organization’s
CRM Vision
1
2
3

33. CRM Roadmap: Phased Adoption Approach
Legacy
CRM
Legacy
Email
Legacy
Online
Donations
National
Online
Presence
Campaign
Online
Presence
Chapter
Online
Presences
6
1
2
3
4
5
General
Ledger
Missions
&
Programs
A
B
C
Chapter
“CRM”
Systems
Current
Systems

34. Phase 1 End Point
CRM
General
Ledger
Consolidated
Online
Presence
Missions
&
Programs
A
B
C
Chapter
“CRM”
Systems

35. Final End Point (Last Phase)
CRM
General
Ledger
Consolidated
Online
Presence

36. Next Steps
• Read our CRM papers. We’ve published many papers that go into detail on
how to strategically plan for new systems. Please download these
resources and have your team review them.
– Making Your CRM Aspirations a Reality
– Insights into CRM for Nonprofits
– Managing Technology Change at Enterprise Nonprofit Organizations
– Getting Started with CRM Webinar Series
• Network with like organizations to find out what they are doing
– You aren’t the only one going through this. Talk to other organizations
and share what you have learned. They are sure to have additional
perspectives you haven’t considered, and will appreciate your input as
well.
• Contact Heller Consulting

38. 510-841-4222 TeamHeller.com510-841-4222 TeamHeller.com