The document outlines best practices in customer relationship management (CRM) specifically tailored for nonprofits, highlighting key strategies and common challenges faced by these organizations in implementing effective CRM solutions. It discusses the benefits of CRM, its role in enhancing constituent engagement, and the impact on organizational efficiency and fundraising efforts. Additionally, it introduces Roundcorner and Heller Consulting as key players in providing CRM solutions to nonprofits, ensuring alignment within their systems and fostering better relationships with constituents.

1. Best Practices in CRM for
Nonprofits

2. Your Presenters:
Mike Spear
Dir. Platform Engagement
StayClassy
Keith Heller
Principal & CEO
Heller Consulting
Taksina Eammano
VP of Product Management
roundCorner
Niels Petiet
Principal
roundCorner

3. Today’s Agenda:
1.
2.
3.
4.
5.
6.
7.
About Heller Consulting and roundCorner
CRM for Nonprofits: The Why and How
Pitfalls and Benefits
Indicators of Success
roundCause & StayClassy
Dreamforce and Beyond
Q&A
Agenda

4. 17 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
FollowingFactory.com
Connecting
your systems
Connecting
your team
Connecting
your community
• CRM planning and
software selection
• Systems
Implementation
• Optimizing your
current software
• Bringing people and
process together
• Change
management
solutions
• Team configuration
and training
• Social Media
strategy
• Building online
communities
• Activating
supporters

5. roundCorner
is
a
product
and
services
company
focused
on
delivering
Salesforce.com
to
mid
and
enterprise
nonprofit
customers.
The
rC
Team
has
been
in
the
Salesforce
ecosystem
since
2003
and
has
delivered
over
80,000
users
to
the
market.
• roundCorner
is
4
years
old
(founded
September
2009)
• 2012
Revenue
$4M,
2013
Projected
Revenue
$5.5M
• Team:
40
in
US
(Boston,
NYC,
Philadelphia,
San
Fran),
17
Offshore
Product
Subscrip0on
• Products:
roundCause,
Events,
Volunteers,
Biographical
• AppExchange
Lis.ng
Q4
2013
• R&D
budget
=
40%
of
revenue
last
2
years
Services
SI
Partner
SI
Partner
SI
Partner
• Partner
Led
Implementa.ons
&
Services
revenue
• Specializa.ons
in
Data
and
Architecture
• Establishing
SI
Alliances
roundCorner,
Inc.
Confiden.al
Support
• Long-­‐term
Managed
Services
&
Support
• All
roundCause
customers
are
“Managed
Services”
customers

6. What is CRM for
NGOs?

7. Insights into CRM for Nonprofits
How nonprofits are approaching Constituent Relationship Management
(CRM) to overcome challenges and meet their goals
• The challenges nonprofits are
facing in implementing a CRM
strategy or system
• How nonprofits believe CRM
will help in strategic areas
• Top advice from nonprofits on
moving toward a CRM initiative

8. The Project and Participants
• Why ─ Understand enterprise
NPO’s perception of, and
progress with, CRM
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
•
• How ─ Structured interviews
with execs
• Who ─ CIOs, CDOs, COOs,
CMOs
• Where ─ 30 NPOs
• Results ─ paper, articles,
blog posts
Alzheimer’s Association National Office
American Heart Association
American Lung Association
Children’s Miracle Network Hospitals
Church World Service
Conservation International
Doctors Without Borders
Environmental Defense Fund
Feeding America
International Rescue Committee
Jewish National Fund
JDRF
The Leukemia and Lymphoma Society
March of Dimes
Mothers Against Drunk Driving
The National Multiple Sclerosis Society
National Park Foundation
National Urban League
Oxfam America
PETA Foundation
Smile Train
U.S. Olympic Committee
WWF-Canada

9. What is your organization’s definition of CRM?
• CRM as a
Software System
(~1/2) — A database and
related business
processes
• CRM as Customer
Service
(~1/3) — A focus on
constituent service and
managing relationships
• CRM as a Strategy
(~half-dozen) — An active strategy for cultivating,
engaging with and expanding constituent communities

10. CRM as Strategy
Strategy
Pro-actively engaging constituents where they
already “reside / congregate ” to expand the
reach and delivery of the organization’s
mission.
• Interactions initiated and driven by both
the constituents and the organization.
• Organization engages with broad number
and type of constituents.
• Organization can be more adaptive,
responsive and accurate with engagement.
• Can involve more organization staff, each
engaged in pro-active outreach appropriate
for their responsibility
• Require planning, communication and
coordination within the organization.
• More fully engages both internal staff and
external constituents in expanding the
impact of the organization’s mission.

11. Data Silos
Lots
of
cons0tuent
touch
points
that
don’t
touch
each
other
Helping
your
whole
organiza0on
know
what
the
parts
only
know
in
part

12. The Disconnected Non Profit
• Disconnected
Cons.tuent
Records
Stranded
in
Disconnected
Systems
• Miscommunica.on,
missed
opportunity,
compromised
cons.tuent
experience,
trust
erosion

13. Constituent Engagement Strategy
Putting the Constituent at the Center of your Thinking
• How
do
we
want
to
relate
to
our
cons0tuents?
• How
do
we
want
them
to
relate
to
us?
• How
do
we
want
then
to
relate
to
each
other?
• How
can
we
all
do
more
together?

14. The Connected Non Profit
Guided
by
CRM
strategy…
Systems
aligned,
one
record
per
cons0tuent

15. Making The Case
For CRM

16. Articulating the CRM Opportunity
Translating General Benefits to Your Organization
• How does having a
single system support:
• Constituents ― better service
• Users ― 360-degree view
• Information – Reports,
Dashboards, BI
• IT ― single system to support
• Strategy – more of your mission
delivered more effectively

17. CRM Success Indicators
External
• Reach – You’ll touch more people
• Engagement – Relationships will
go deeper
• Results – Your mission is having
a broader, deeper impact and
you’ll raise more money.
Internal
• (Efficiency) – You’ll work smarter
• (Reporting) – You can measure
what’s happening

19. roundCorner
is
a
product
and
services
company
focused
on
delivering
Salesforce.com
to
mid
and
enterprise
nonprofit
customers.
The
rC
Team
has
been
in
the
Salesforce
ecosystem
since
2003
and
has
delivered
over
80,000
users
to
the
market.
• roundCorner
is
4
years
old
(founded
September
2009)
• Team:
40
in
US
(Boston,
NYC,
Philadelphia,
San
Fran),
17
Offshore
• Privately
funded
and
supported
by
Salesforce.com
• Products:
roundCause,
Events,
Biographical
• AppExchange
Lis.ng
• R&D
budget
=
40%
of
revenue
last
2
years
• Expert
Services
Team
• Specializa.ons
in
Data
and
Architecture
• Partner
Led
Implementa.ons
19
• Long-­‐term
Managed
Services
&
Support
• Campaign
Support
• Advanced
Analy.cs
• Data
Hygiene

20. Customers
Nonprofit
Higher
Educa.on
Founda.ons
25
Top
Tier
Schools
Expanded
Focus
to
Nonprofit
In
2010

21. roundCause
Built
to
Scale

22. Integrated
Pladorm
Data
Architecture
|
Process
Enablement
|
Single
Source
of
Truth
22

23. roundCause
StayClassy
Demo
DEMO
23

24. Join us at Dreamforce
#dreamclassy
www.stayclassy.org/df13

25. Thank You !!!
Mike Spear
Dir. Platform Engagement
StayClassy
Keith Heller
Principal & CEO
Heller Consulting
Taksina Eammano
VP of Product Management
roundCorner
Niels Petiet
Principal
roundCorner