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Nonprofit contact and donor relationship management (CRM)
This document summarizes a presentation on effective contact and donor management systems. The presentation covered why nonprofits may want to use a contact/donor relationship management (CRM) system, what to look for when evaluating different CRM systems, examples of typical CRM systems like Raiser's Edge, CiviCRM and Salesforce, and things to consider when planning a CRM implementation like integrating with other systems and setting goals. Attendees learned about common mistakes to avoid with CRM systems and the importance of strategy and process alignment before technology selection and rollout.
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Nonprofit contact and donor relationship management (CRM)
- 1. Effective Contact andDonor Management:What’s NewMass Nonprofit Network / Associated Grantmakers of MassachusettsNovember 2009 Nonprofit ConferenceSteve Backman, Database DesignsMarc Baizman, Root CauseThis work is licensed under the Creative Commons Attribution-Noncommercial-Share Alike 3.0 United States License. To view a copy of this license, visit http://creativecommons.org/licenses/by-nc-sa/3.0/us/ or send a letter to Creative Commons, 171 Second Street, Suite 300, San Francisco, California, 94105, USA.
- 2. Who’s in theroom? Foundation staffProgram manager/directorDevelopment/Fundraising staffAdvocate or community organizerTech staff, consultants11/13/20092Effective Contact/Donor Management
- 3. Session GoalsLearn whyyou might want to use or upgrade your contact/donor management systemEvaluate what to look forLook at a few typical systemsGetting Starting with Planning11/13/20093Effective Contact/Donor Management
- 4. Session GoalsLearn whyyou might want to use a contact/donor management systemEvaluate what to look forLook at a few typical systemsGetting Starting with Planning11/13/20094Effective Contact/Donor Management
- 5. Group Brainstorm: What’simportant at your organization? Consolidating multiple donor lists
- 6. Sending mailmerged appeals
- 7. Correlating activists,clients and donors
- 8. Organizing contactsinto groups
- 9. Thanking supportersreliably
- 10. Smarter eventregistration
- 11. Sending info,following up from new clients
- 12. Managing addresses,duplicates, updates
- 13. Planned giving,capital campaigns
- 14. Measuring campaigneffectiveness
- 15. Turning leadsinto contacts
- 16.
- 17. Where does “CRM”fit into this? 11/13/20096Effective Contact/Donor Management
- 18. What does “CRM”stand for?“Customer Relationship Management” Original business versionSalesforce, Oracle (Siebel), SAP, MicrosoftNonprofit AdaptationsContact Relationship ManagementConstituent Relationship ManagementDonor Management System (DMS - yet another TLA :)11/13/20097Effective Contact/Donor Management
- 19. CRM software integratescontact data11/13/20098Effective Contact/Donor Management
- 20. CRM 2.0 -Your Constituents FirstTip: Check out Clay Shirky, Here Comes Everybody11/13/20099Effective Contact/Donor Management
- 21. Group Brainstorm -Why use CRM?11/13/200910Effective Contact/Donor Management
- 22. Why a CRM?From many databases … …One Ring to Rule them Allhttp://www.flickr.com/photos/mk1971/11/13/200911Effective Contact/Donor Management
- 23. What about SocialMedia?Is Facebook or Twitter a CRM?11/13/200912Effective Contact/Donor Management
- 24. What about SocialMedia?Is Facebook or Twitter a CRM?NO, but…Your strategy may need to include these tools11/13/200913Effective Contact/Donor Management
- 25. Session GoalsLearn whyyou might want to use a contact/donor management systemEvaluate what to look forLook at a few typical systemsGetting Starting with Planning11/13/200914Effective Contact/Donor Management
- 26. Evaluate what tolook for11/13/200915Effective Contact/Donor Management
- 27. 3 General Typesof SystemsTraditional: locally installed on a networkExample: Raiser’s EdgeWeb-installed: need a web hosting providerExample: CiviCRMSoftware-as-a-Service (SaaS): all on-line, vendor provides hostingExample: Salesforce11/13/200916Effective Contact/Donor Management
- 28. Traditional Installed Systems11/13/200917EffectiveContact/Donor Management
- 29. Traditional Systems TypicallyWindows-only
- 30. Often issueswith multiple offices
- 31. Usually requirestrong network support , hardware
- 32.
- 33. Run fasterthan web-based solutions
- 34. Rich graphicalinterfaces
- 35.
- 36. Don’t dependon web connection
- 37. More choices11/13/200918EffectiveContact/Donor Management
- 38.
- 39. Web-installed Systems Multipleoffices ok
- 40.
- 41. Can Integrated withyour web site
- 42.
- 43. Requires techknowledge
- 44. Need areliable hosting provider
- 45. Need tokeep up-to-date (security fixes)
- 46. Slower thandesktop systems11/13/200920Effective Contact/Donor Management
- 47.
- 48. Software-as-a-Service Systems Multipleoffices ok
- 49.
- 50. Vendor handles hosting,backup, upgrades
- 51. Pay onlyfor what you use
- 52. Data livessomewhere else
- 53. You giveup control (could be good too)
- 54. Slower thandesktop systems
- 55. Integration canbe difficult11/13/200922Effective Contact/Donor Management
- 56. Two...or More...Types ofLicense Proprietary Pay once, license by user, pay for updatesSAAS: pay annuallyOpen development featuresCharitable donationOpen SourceOpen, but on proprietary platformComplete Open source solution11/13/200923Effective Contact/Donor Management
- 57. Choosing a System:StartWith Functions You NeedDonation tracking ?Donate online web site?Accounting system?Excel? Databases?Email lists?Web sign-ups?Survey monkey?11/13/200924Effective Contact/Donor Management
- 58. Make an “EvaluationMatrix” or…11/13/200925Effective Contact/Donor Management
- 59. Idealware Donor SoftwareGuidehttp://www.idealware.org/low_cost_donor/ download.php - it’s FREE!!! 11/13/200926Effective Contact/Donor Management
- 60. Session GoalsLearn whyyou might want to use a contact/donor management systemEvaluate what to look forLook at a few typical systemsExplore where to go from here11/13/200927Effective Contact/Donor Management
Editor's Notes
- #3 M
- #4 MEffective Contact and Donor Management - What's New Many small and medium sized nonprofits wrestle with older contact management systems or no system at all. This workshop will survey new opportunities that could help organizations overcome the obstacles of costs, resources and complexity of change. Participants will learn about: • the new generation of contact and donor databases and how to get started evaluating them • how to consider costs and benefits of integrating web forms, such as event registration or donations, with internal databases • cloud computing such as Salesforce's nonprofit edition or Convio's common ground or and how these can reduce the overhead for effective contact management • better integration of donor lists with email newsletter lists and social networking pages
- #5 M Effective Contact and Donor Management - What's NewMany small and medium sized nonprofits wrestle with older contact management systems or no system at all. This workshop will survey new opportunities that could help organizations overcome the obstacles of costs, resources and complexity of change. Participants will learn about: • the new generation of contact and donor databases and how to get started evaluating them • how to consider costs and benefits of integrating web forms, such as event registration or donations, with internal databases • cloud computing such as Salesforce's nonprofit edition or Convio's common ground or and how these can reduce the overhead for effective contact management • better integration of donor lists with email newsletter lists and social networking pages
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- #15 M Effective Contact and Donor Management - What's NewMany small and medium sized nonprofits wrestle with older contact management systems or no system at all. This workshop will survey new opportunities that could help organizations overcome the obstacles of costs, resources and complexity of change. Participants will learn about: • the new generation of contact and donor databases and how to get started evaluating them • how to consider costs and benefits of integrating web forms, such as event registration or donations, with internal databases • cloud computing such as Salesforce's nonprofit edition or Convio's common ground or and how these can reduce the overhead for effective contact management • better integration of donor lists with email newsletter lists and social networking pages
- #16 They may all look the same on the outside, but they’re not!
- #17 M
- #18 M Go back 10-15 years, this was the only option. Raiser’s Edge, etc. Also, there are cheaper options (style of pogram). Not necessarily bad – for intensive donor tracking, on-line systems not as good
- #19 M
- #20 Lots of pieces, but you can assemble what you want (if you know how)
- #22 M Like a Porsche - with hood welded shut!
- #24 S
- #25 M Using 1.0 model here for now
- #26 M This isn’t hard! Just use Excel!
- #27 S
- #28 Effective Contact and Donor Management - What's NewMany small and medium sized nonprofits wrestle with older contact management systems or no system at all. This workshop will survey new opportunities that could help organizations overcome the obstacles of costs, resources and complexity of change. Participants will learn about: • the new generation of contact and donor databases and how to get started evaluating them • how to consider costs and benefits of integrating web forms, such as event registration or donations, with internal databases • cloud computing such as Salesforce's nonprofit edition or Convio's common ground or and how these can reduce the overhead for effective contact management • better integration of donor lists with email newsletter lists and social networking pages
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- #54 M Effective Contact and Donor Management - What's NewMany small and medium sized nonprofits wrestle with older contact management systems or no system at all. This workshop will survey new opportunities that could help organizations overcome the obstacles of costs, resources and complexity of change. Participants will learn about: • the new generation of contact and donor databases and how to get started evaluating them • how to consider costs and benefits of integrating web forms, such as event registration or donations, with internal databases • cloud computing such as Salesforce's nonprofit edition or Convio's common ground or and how these can reduce the overhead for effective contact management • better integration of donor lists with email newsletter lists and social networking pages
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- #59 Effective Contact and Donor Management - What's NewMany small and medium sized nonprofits wrestle with older contact management systems or no system at all. This workshop will survey new opportunities that could help organizations overcome the obstacles of costs, resources and complexity of change. Participants will learn about: • the new generation of contact and donor databases and how to get started evaluating them • how to consider costs and benefits of integrating web forms, such as event registration or donations, with internal databases • cloud computing such as Salesforce's nonprofit edition or Convio's common ground or and how these can reduce the overhead for effective contact management • better integration of donor lists with email newsletter lists and social networking pages
- #62 Optional: probably drop.We could do the continuum exercise where people line up in different areas based on satisfaction level (happy/unhappy) and system name (SF, DonorPerfect, Blackbaud, etc). Marc could lead this.