Management/CRM Software December 12, 2017 Why are we taking this - - PowerPoint PPT Presentation

Planning for Positive Change with Customer Relations Management/CRM Software

December 12, 2017

Why are we taking this on?

• Collect.
• Organize.
• Analyze.

Can’t measure what you don’t manage to…

• Enables you to communicate and solicit responses

intelligently – better targeting messages

• Identify unique characteristics of your donors and

volunteers to use in attracting more just like them

• Measure and manage your results – not just

development campaigns, but all aspects of your communications

Provides a 360 degree view:

• Automate standard processes and reports – if

technology can do it and eliminate the need for staff/volunteer time, save them for what only people can do

• Reduce the risk of duplications or things being

forgotten because the system is held together by “chewing gum and duct tape”

Provides a 360 degree view:

• Automate standard processes and reports – if

technology can do it and eliminate the need for staff/volunteer time, save them for what only people can do

• Reduce the risk of duplications or things being

forgotten because the system is held together by “chewing gum and duct tape”

Reduce need for manual intervention:

Manage your day

Communicate among your team

Make it yours easily

Understand who is doing what

Collect and connect donations - seamlessly

Manage and

• versee

grant process

And, keep track of fundraising

• Reducing redundancy.
• Streamlining process.
• Automating where possible.
• Enabling communication.
• Creating auditability and transparency.
• Providing appropriate access – and security.

CRM allows you to do more with less...

Where do we begin?

• What do you need to know about your people –

supporters, members, program participants and staff – and their related activities?

• What about organizations?
• How are they related to each other?
• What do you and your team need to work

effectively?

• What needs to be collected, protected – or shared?
• How do you prioritize your needs?

With the end in mind:

• Implementation, Vision and Plan
• Strong Executive Sponsorship /Creating Buy-In with

Staff

• Internal Aptitude
• Commitment to Continued Learning
• Implementation Resources
• Data Migration and Integrity
• The Right Tools

What does it take to be successful: Readiness

• This is a commitment and more than just automating

your current processes – this will encompass and change your entire organization

• An opportunity to look at what you want to accomplish

and not be tied to “how it is done today”

Readiness: Implementation, Vision & Plan

• A chance to make your organization truly scalable by

removing the need to manually intervene in every process

• You’ll need to pull together an internal team of official

leaders, unofficial leaders and folks who truly understand the nitty gritty of each department (especially the data)

• Have a plan for the transition

Readiness: Implementation, Vision & Plan

• Your ED must be committed to supporting change
• Getting buy-in from Department Heads can smooth

the bumps (and there will be bumps)

• Selling the concept internally at all levels will make

transition work best

Readiness: Strong Executive Sponsorship

• Who on your staff (at any level) is comfortable with

technology and likes to learn.

• Who is that “go to” person when a current system

breaks?

• Not necessarily someone with a leadership or even

a technical title

• That person can learn the specifics for your CRM -

materials will be available and your implementation partner can help

Readiness: Internal Aptitude

• Will be a learning curve and it will take time to

transition

• Some people will facilitate – some will try to block

progress

• Software and systems get upgraded/new functionality

added

• Will need commitment to keeping skills fresh
• New staff/volunteers that interact with the system will

need training

Readiness: Commitment to Continued Learning

• Changes may necessitate some new processes to

be introduced to clients/participants (for example, online registration for a program, instead of paper form) – be ready to “train” your clients

Readiness: Commitment to Continued Learning

• Work with a partner who understands both CRM

AND Nonprofits – and listens

• Build your internal team to include “subject

matter experts” – folks who understand:

• Business processes
• Your data
• Keep lines of communication open

Readiness: Implementation Resources

• This takes some prep – and is worth the effort
• No one’s data is perfect
• The work up front will pay off with better information and

reports about what is happening with your people and their activities

• “Garbage in, garbage out”
• The staff who know your data best is not usually the

“manager” or “director” – it’s the administrative person

• Use your knowledgeable resources

Readiness: Data Migration and Integrity

• Technology should support how you need to work

– not the other way around

• There are a variety of tools out there - assess

what you need first – then pick

• Leverage the expertise of your implementation

partner to determine best fit from functionality and ongoing support

Readiness: The Right Tools

• You are a new organization or have very little data

beyond names and addresses

• Primary needs – centralize contacts and

communicate with folks

• Begin with a lightweight CRM that makes it easy

to manage collection and communication – plus audit and report

• ActiveCampaign (www.activecampaign.com)

The Right Tools: Just getting started

• You are an organization with “members” that

need to self-manage or access info themselves

• Primary needs – manage contacts, donations,

members and events – while protecting staff time

• Take advantage of an all-inclusive set of modules

that allow you to pick and choose options for you

• neonCRM (www.neoncrm.com)

The Right Tools: Managing Members

• You are an organization with a variety of different

people – donors, volunteers, program participants and more – engaged with you in a variety of ways

• Primary needs – centralize information plus automate

/ integrate a variety of silos of info

• Take advantage of a flexible and powerful tool that

“gets it” about nonprofits

• Salesforce with NonProfit Success Pack- NPSP

(www.salesforce.org)

The Right Tools: Handling Complexity

• There will be tears!
• Change is hard
• Keep your sense of humor
• There is good news once completed

Warning

• Engage entire team early
• Ask opinions / collect needs
• Identify potential challenges – and cause
• Fear – change or technology?
• No time – overwhelmed or lack of time to adapt?
• Messenger – objects on principle because of who

delivering?

• Use what you know to create plan to neutralize

challenge – not person – and involve in process

Engage, Neutralize … and Win Over

• Show off what types of things may make their lives

easier – beyond the standard “collect info on donors and donations”:

• Automate notifications and reminders for grant

processes

• Customize reports – and save for future use
• Oversee and reward volunteers
• Manage and analyze events / campaigns
• Capture impact of programs

Accentuate the Positive

• Know what you need to accomplish – and

what doesn’t matter

• Engage early and often with your internal

team

• Stay connected and communicating with your

implementation team

• Focus on the “what” you need to accomplish –

and understand the “how” will change

So make sure you do these things…

Remember this one point: Change is hard – so keep your sense of humor and patience with your team

Q&A

Also, feel free to reach out to us anytime!

Kevin LaManna: kevin@mondaylovesyou.com or 312- 971-3111 Cassie Dennis: cassie@mondaylovesyou.com or 312- 973-1112