What is a CRM?

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  • Call scripts (?used much in nfp) Workflow (eg no contact 3 months, all ok email and fup-call task entry) Analytics (eg data to support decisions, pub sales – membership cross sales procivity) Some have bought CRM, plonk in & hope – almighty mess CRM apps are v complex and powerful, easy to just wade in and come unstuck Used to say don’t just buy Access and think no more costs of IS Now say: don’t just buy CRM and think no more costs of IS CRM philo = more important than package Crappy Access knockup with intelligent use > crm plonk-in Deep strategic thought on how IS support org strat + regular review = king Ask not what features has the CRM got, ask what spt db spt does my org need
  • Some larger orgs CRM + specialist char package – eg MS CRM + ThankQ (Stroke Ass)
  • But mostly, Org chooses CRM as centre built around, market place of compatible 3rd party free/proprietary modules or bespoke by implementor
  • … SF, MS CRM = not system so much as system => platform eg London Council + SFA crm = bespoke dev platform – logic = big crm, not fired. Every org wide IS = CRM project Eg medical char recently bid for: ms crm, thankQ, salesforce, infoworks Every supplier = CRM Infoworks – was web based Info Sys -> cloud CRM For 3rd sector org selecting a database, don’t just ask what CRM do I need? Do look at CRM’s but ask what do I need on top of CRM, or what database solution suits me best?
  • But non-core CRM may exist already in charity pckg + novel bespoke ext easier in bespoke platform … not completely sound thinking (but prevalent) crm sexy, don’t ignore these - have specialist func you may have to re-invent in crm… why do it? That said, we’re here today to see CRM systems
  • S/W & Implementation costs (S/w cheap, extension/customisation/implementation = hard work & ongoing – most exp bit)
  • What is a CRM?

    1. 1. London Riders’ CRM Summit <ul><li>Welcome </li></ul><ul><li>What is CRM in the 3 rd sector? </li></ul><ul><ul><ul><li>Stuart Lunn (Infoworks) </li></ul></ul></ul><ul><li>Presentations </li></ul><ul><ul><li>CiviCRM </li></ul></ul><ul><ul><ul><li>David Moreton (Circle Interactive) </li></ul></ul></ul><ul><ul><ul><li>Michael McAndrew (Third Sector Design) </li></ul></ul></ul><ul><ul><li>Salesforce </li></ul></ul><ul><ul><ul><li>Stony Grunow (Third Sector IT) </li></ul></ul></ul><ul><ul><li>MS Dynamics CRM </li></ul></ul><ul><ul><ul><li>Bill Padmore </li></ul></ul></ul><ul><li>Break </li></ul><ul><li>Panel Q&A </li></ul><ul><li>Demo </li></ul><ul><li>Close </li></ul>
    2. 2. London Riders’ CRM Summit <ul><li>What is CRM in the 3 rd sector? </li></ul><ul><li>CRM Evolution </li></ul><ul><li>Functionality & Philosophy </li></ul><ul><li>3rd sector CRM </li></ul><ul><li>CRM Platform 3 rd Sector Market </li></ul><ul><li>How to judge? </li></ul>
    3. 3. CRM Evolution PCs WP Spreadsheet DB 3 rd Sector Commercial FR Mship packages & bespoke Sales / Service packages & bespoke Mass Mailings, Targetting, Tracking tools Relationship Marketing Relationship Fundraising all aspects of each rel with client recorded & managed, used creatively dev rel, make donor feel loved, ID progression routes and strategies Act, GoldMine … Raiser’s Edge, Alms … browser based information systems SalesForce SalesForce MS Dynamics MS Dynamics Civi & Sugar OS 100+ charity packages & bespoke
    4. 4. Functionality & Philosophy Core CRM Functionality Contact management, task, interactions, relationships, e/mailing/comms integration Sales track: Campaign/Sales/Donation/Membership tracking Service track: Service delivery /case management Call scripts + Workflow + Analytics Extension capability Applied CRM Philosophy IS Strategy
    5. 5. 3rd sector CRM CRM Package All contacts & rels Charity Package Specialist Fundraising
    6. 6. 3rd sector CRM CRM Package Fundraising Membership
    7. 7. 3rd sector CRM CRM … Fundraising Membership Events Case Management
    8. 8. 3rd sector CRM = CRM Platform Fundraising Membership Events Pub Sales Case Management Grants CMS integ Soc N/w
    9. 9. CRM Platform 3 rd Sector Market SalesForce MS Dynamics SugarCRM 100+ charity packages & bespoke ASI (iMIS, ProgressCRM) Care Data Systems  - DonorFlex Centrepoint - eTarget IRIS: CARE, Charisma, Integra Lamplight MTL SodalitaS Raiser's Edge Subscriber.NET ThankQ  Westwood-Forster  + missing? + 100 others CiviCRM
    10. 10. How to judge? <ul><li>S/W & Implementation costs </li></ul><ul><li>Technology </li></ul><ul><li>Functionality/Features </li></ul><ul><li>Extension </li></ul><ul><li>Experience </li></ul><ul><li>Admin/Security </li></ul><ul><li>Vendor service </li></ul><ul><li>… the score card </li></ul>
    11. 11. London Riders’ CRM Summit <ul><li>What is CRM in the 3 rd sector? </li></ul><ul><li>CRM Evolution </li></ul><ul><li>Functionality & Philosophy </li></ul><ul><li>3rd sector CRM </li></ul><ul><li>CRM Platform 3 rd Sector Market </li></ul><ul><li>How to judge? </li></ul>
    12. 12. London Riders’ CRM Summit <ul><li>Welcome </li></ul><ul><li>What is CRM in the 3 rd sector? </li></ul><ul><ul><ul><li>Stuart Lunn (Infoworks) </li></ul></ul></ul><ul><li>Presentations </li></ul><ul><ul><li>CiviCRM </li></ul></ul><ul><ul><ul><li>David Moreton (Circle Interactive) </li></ul></ul></ul><ul><ul><ul><li>Michael McAndrew (Third Sector Design) </li></ul></ul></ul><ul><ul><li>MS Dynamics CRM </li></ul></ul><ul><ul><ul><li>Bill Padmore </li></ul></ul></ul><ul><ul><li>Salesforce </li></ul></ul><ul><ul><ul><li>Stony Grunow (Third Sector IT) </li></ul></ul></ul><ul><li>Break </li></ul><ul><li>Panel Q&A </li></ul><ul><li>Demos </li></ul><ul><li>Close </li></ul>
    13. 13. London Riders’ CRM Summit <ul><li>Welcome </li></ul><ul><li>What is CRM in the 3 rd sector? </li></ul><ul><ul><ul><li>Stuart Lunn (Infoworks) </li></ul></ul></ul><ul><li>Presentations </li></ul><ul><ul><li>CiviCRM </li></ul></ul><ul><ul><ul><li>David Moreton (Circle Interactive) </li></ul></ul></ul><ul><ul><ul><li>Michael McAndrew (Third Sector Design) </li></ul></ul></ul><ul><ul><li>MS Dynamics CRM </li></ul></ul><ul><ul><ul><li>Bill Padmore </li></ul></ul></ul><ul><ul><li>Salesforce </li></ul></ul><ul><ul><ul><li>Stony Grunow (Third Sector IT) </li></ul></ul></ul><ul><li>Break </li></ul><ul><li>Panel Q&A </li></ul><ul><li>Demos </li></ul><ul><li>Close </li></ul>

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