In the CRMready Webinar Series, The Connected Cause takes a look at what CRM is, the project roles needed for a successful CRM implementation, and project management. In part 3 Heller Consulting talks about managing expectations with change management, evaluating risks with a CRM implementation and what roles are needed to ensure the project is a success for your nonprofit organization.

1. Brought
to you by
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2. How
to
Make
Your
Nonprofit’s
CRM
Implementa8on
a
Success
Webinar
3
-­‐
May
15,
2013

3. 16 Years Experience, 900 Clients, 1,800 projects
San Francisco, Chicago, New York, Boston
20+ Salesforce.com-certified, 6+ PMP Certified Staff
Exclusively Serving Nonprofits | TeamHeller.com
Connecting
your systems
•
•
•
CRM planning and
software selection
Systems
Implementation
Optimizing your
current software
Connecting
your team
•
•
•
Bringing people and
process together
Change management
solutions
Team configuration
and training
Connecting
your community
•
•
•
Social Media strategy
Building online
communities
Activating supporters

4. We share information about how nonprofits are using CRM to connect
with their supporters and deliver on their mission.
TheConnectedCause.com
Today’s Presenters
BJ Cortis
VP of Client
Services
Keith Heller
CEO
Smita Vadakekelam
VP of Professional
Services

5. Webinar 3
Today we will cover:
• Change
Management
• The
CRM
Implementa<on
Process
• Project
Management
• Risk
Management
• Project
Roles
• Ongoing
Support
&
Op<miza<on

6. IMPLEMENTATION
PROCESS

7. Implementation Overview
Steps
• Discovery
• Design
• Configuration
• Testing
• Go-Live
Themes / Issues
• Planning (& Flexibility)
• Dependencies
• Change Management

8. Change Management
• WHY?
• What?
• How?
•
•
•
•
•
Plan
Set Expectations
Involvement
Celebrate
Communication

9. Sophisticated Communication Plan

10. Sample Project Progression
Discovery
& Planning
Kick off
BP Review/
Assessment
Configuration and Testing
Design
Core Business Processes
Workflow &
Responsibilities
Const & Rev
Management
Go-Live
Testing
FR, Com &
Mission
Support
User
Acceptance
Team
Traini
ng
Post
GoLive
Supp
ort
Data Conversion
Data Review
& Field
Mapping
Test Conversion
Data Review & User
Acceptance Testing
Modifications & Final
Approval
Final Conversion
Online & Social Deployment
Strategy, Planning &
Configuration
Design, Content Creation, Implementation
Data Migration &
Integration
Timeframe: 3 to 9 months
Depends on Scope of Phase
Launch

11. Discovery Phase
From
Webinar
2
Discovery
& Planning
Systems
Inventory
Sample
Reports
& Lists
Existing
Process
Documents
Interviews
with Staff
Investigate
Data Set
Biz
Processes
Discovery
Results
•
•
•
•
•
Frames Design
Clarifies Priorities
Defines Phases
Identifies gaps/risks
Resources &
Timeline

12. Design
(Heller’s Vision of CRM)
Constituent Engagement Strategy
From
Webinar
2
Inspires, guides and sets requirements for a client’s CRM needs
Online
Engagement
Donor
Mission
Data Integration
Internal
Communication
Workflow &
Business Practices
Design
Business Intelligence

13. Core Business Processes
Configuration
Design
Core Business Processes
Workflow &
Responsibilities
Const & Rev
Management
• Workflow
&
Processes
will
change
• Defining
“Cons<tuent”
is
a
key
step
• Security
FR, Com & Mission
Support
• Online/Offline
Cons<tuent
Informa<on
• Revenue
Management
• Suppor<ng
FR,
Com
&
Mission
• Other
Vendors

14. Testing
Testing
Testing
User
Acceptance
• Largest
<me
commitment
for
users
• Keep
the
period
discrete
• Have
a
tes<ng
strategy
• Give
people
clear
processes
to
test
• Beware
“grand
ideas”…
• Tes<ng
as
Change
Management

15. Data Conversion
Data Conversion
Data Review
& Field
Mapping
Test Conversion
Data Review & User
Acceptance Testing
Modifications &
Final Approval
• Start
early
and
finish
right
at
Go
Live
• Understand
and
plan
for
the
challenges:
technical
limits,
precision,
and
schedule
gaps
• Migrate
the
data
that
ma]ers,
archive
legacy
data

16. Online – Social & Website(s)
Online & Social Deployment
Strategy, Planning
& Configuration
Design, Content Creation, Implementation
Data Migration &
Integration
• Not
separate
from
the
rest
of
your
CRM
Systems
&
Strategy
– IT,
Marke<ng
/
Communica<ons,
Opera<ons,
and
Development
should
be
unified
around
CRM
• Integra<ons
require
careful
and
extensive
tes<ng
• Timing
of
launches
crucial
–
must
all
be
working
together
– Be
sure
CRM
is
prepared
for
social
data
influx

17. Go-Live
Core System &
Biz Processes
Team
Training
Data
Conversion
Final
Run
Online & Social
Presences
Launch
Post Go-Live Support
Go-Live
• Plan
well
in
advance
• Minimize
gap
between
training
&
use
• Checklist
of
post
conversion
audits
&
tasks
• First
week
–
have
a
triage
plan
in
place
• First
2
to
4
weeks
–
monitor
and
support
• First
3
to
6
months
–
transi<on
to
support
and
extension
• User
adop<on
is
ongoing
effort!

18. Sample Project Progression
Discovery
& Planning
Kick off
BP Review/
Assessment
Configuration and Testing
Design
Core Business Processes
Workflow &
Responsibilities
Const & Rev
Management
Go-Live
Testing
FR, Com &
Mission
Support
User
Acceptance
Team
Training
Post
Go-Live
Support
Data Conversion
Data Review
& Field
Mapping
Test Conversion
Data Review & User
Acceptance Testing
Modifications & Final
Approval
Final Conversion
Online & Social Deployment
Strategy, Planning &
Configuration
Design, Content Creation, Implementation
Data Migration &
Integration
Launch

19. Multi Phase / Next Phase Overview
Merits of Phasing
• 9 months to deploy helps
ensure benefits realize
before technology
changes
• Complex, multi-part
projects may require the
“foundation” dries before
building the next story

20. PROJECT MANAGEMENT
&
PROJECT ROLES

21. Project Management
• Project
Planning
&
Change
Management
– Time
spent
up-­‐front
to
plan
carefully
and
gain
the
investment
of
stakeholders
is
cri<cal
to
an
efficient
project
and
maximizing
adop<on.
• Technology
Alignment
and
Risk
Mi<ga<on
– Fully
recognizing
dependencies
amongst
applica<ons
and
business
units
is
cri<cal.
– Having
processes
for
making
choices
is
essen<al.
They
require
effec<ve
team
efforts.
– Open
and
honest
communica<on
about
risks
will
help
you
be
prepared
to
address
a
risk
when
it
becomes
an
issue.
• Vendor
Management
– Use
the
right
people
for
the
right
ac<vi<es.

22. Project Management & Peer Review
• Create
a
stakeholder
group
–
or
Peer
Review
Group
to:
– Iden<fy
project
risks
– Communicate
change
– Respond
to
issues
or
modify
plan
• Stakeholder
input
is
not
just
symbolic
–
it
your
best
bet
to
achieve
an
end-­‐result
that
will
meet
your
organiza<on’s
needs

23. Project Communication
The
way
the
project
is
carried
out
can
have
as
much
impact
on
adop9on
as
the
technological
advances.

24. ROLES

25. Roles: Executive Team
The
Execu8ve
Team
fulfills
the
following
roles:
• Provide
strategic
vision
for
project
• Determine
broader
objec<ves
of
project
• Approve
budget
requests

26. Roles: Project Manager
The
Project
Manager
fulfills
the
following
roles:
• Monitor
project
performance
in
terms
of
schedule,
budget,
and
scope
• Serve
as
“single-­‐point-­‐of-­‐contact”
for
all
staff
&
vendors
• Facilitate
Project
Team
• Iden<fy,
request,
and
manage
all
staff
resources
• A]end
all
Planning
Mee<ngs
• Monitor
projects
peripheral
to
CRM
project
for
poten<al
impact
on
schedule,
budget
or
scope
• Confirm
each
milestone
or
deliverable
on
project

27. Roles: Project Team
The
Project
Team
fulfills
the
following
roles:
• A]end
Status
Mee<ngs
• Present
relevant
project
updates
to
staff
on
CRM
progress
• Represent
their
area
of
responsibility
with
authority
to
make
decisions
with
other
members
of
the
Project
Team
• Be
available
a
few
hours
weekly
(some<mes
more!)
to
give
feedback
and
comments
• Gather
required
informa<on
to
provide
insight
on
organiza<on-­‐wide
issues

28. ONGOING SUPPORT &
OPTIMIZATION

29. Ongoing Support & Optimization Overview
• Consider support and
expansion as part of your
project plan (before you get
started)
• Plan maintenance and
ensure long-term integrity
of data and process

30. Next Steps
• Join our LinkedIn Group
to ask questions
• Subscribe to
The Connected Cause
• Read Heller’s Business Intelligence
and Integrated Suites Whitepapers
• Take advantage of the Free
CRM Readiness Assessment
(Details will be in your inbox)
Integrated
Suites
Business
Intelligence
• Don’t do nothing
FREE CRM Readiness
Assessment

31. Links and Resources
• Get CRMready Series
•
TheConnectedCause.com/getCRMready/
• LinkedIn Group
•
http://linkd.in/173ZPGw
• The Connected Cause Site
• TheConnectedCause.com
• Business Intelligence Whitepaper
• http://bit.ly/105VLEq
• Integrated Suites Whitepaper
Integrated
Suites
Business
Intelligence
FREE CRM Readiness
Assessment
• http://bit.ly/12CpCmd
• Call us now to schedule your FREE
CRM Readiness Assessment
800-794-0774

32. ADDED BONUS
FREE CRM Readiness Assessment
As an added bonus for attending all three webinars in the Get CRMready series, we’ll help your
team take the next step with a FREE one-hour CRM planning session with our team of
nonprofit CRM experts.
In your personalized one-hour consultation we’ll:
• Consider your systems and how (if!) they meet your strategic objectives
• Discuss your key business processes, and how they may impact successful
adoption of CRM
• Investigate your organization’s readiness for change, and how to get prepared
• Explain the most common timelines and approaches to CRM implementation
• Discuss commonly required resources, including budgets and staff time & skills
From the consultation, your CRM Readiness Assessment Report will include:
• High-level CRM Design articulating your current systems environment, a suggested CRM
Systems Map to aim at, and an example of a phased approach to getting there
• Overview of your processes, outlining what works well and what should be addressed first
• Realistic estimates of what you can expect to pay and what staff roles and time you’ll
want to commit for optimum success
• Suggested timeline should you plan to move forward
• Step-by-step outline of how to prepare your organization for change
• List of next steps for your organization
Call us now to schedule your FREE assessment
800-794-0774