MAXIMIZE CRM July 18, 2018 BRIAN PICKETT Founder , Chief - - PowerPoint PPT Presentation
MAXIMIZE CRM July 18, 2018 BRIAN PICKETT Founder , Chief Consultant at North Peak Salesforce CRM Services to Nonprofit Implementation & Rehabilitation Integration, Development and App Setup Training & Support Best
July 18, 2018
Founder , Chief Consultant at North Peak Salesforce CRM Services to Nonprofit
Implementation & Rehabilitation Integration, Development and App Setup Training & Support Best Practices
Team
5 Salesforce specialists 10 Salesforce certifications 3 regional user group leaders
Total time: 90 minutes
Presentation (20 minutes) Breakouts (20 minutes) Report back (20 minutes) Presentation (20 minutes) Questions & Closing Thoughts (10 minutes)
“Constituent Relationship Management”
Blackbaud CRM Salesforce Microsoft Dynamics Netsuite Your Membership MemberClicks NationBuilder SugarCRM Highrise DonorPerfect LuminateCRM RoundCorner Fonteva Causeview
Levels of CRM Value
“What’s his phone number?” “Is she still in charge of _________” “What’s the name of their new director?” “How many of our constituents are VPs or greater?”
“When did we last speak with them?” “Remind me again what they said to our last proposal?” “Who is talking to them next? When? About what?” “Where is our grant proposal? Grant reporting requirements? Last grant report?”
“Who attended our last event?”
Members vs. non-members? C-level attendees?
“How many constituents responded to our last outreach effort?”
Average response? Compared to last similar effort?
“Across our members how often are we:”
Communicating personally? Offering value (event invites, content, other)? Seeing them engage at events, via content or other means?
“Schedule a thank-you call for our top 25 most involved constituents.” “Send a survey to every constituent that has NOT engaged with us in 6 months.” “Let me know when any of our top 100 constituents is at risk of disengaging.” “Execute a multi-channel membership renewal campaign involving email, snail mail, phone and social media with different messages based on level of engagement.”
“What was the ROI (return on investment) of our last member engagement event? “What activities are renewing members engaged in? Non-renewing members?” “Which membership renewal effort generated the best result?” “Did the (change) we make last year increase:
Attendance? Other engagement? Membership? Satisfaction? Revenue?
User Adoption Executive Buy-in Engagement Tracking Engagement Scoring Prospect Management Reports CRM Vendor Relationships (software, consultant, apps) Other ideas?
Summary of what the topic meant to the group Best practices that surfaced Unanswered questions
It depends…
Goals, Issues, Opportunities Value Experience Resources
Time Money Staff Skillset and Willingness
Priorities “What do we want?” “Why would we do this?” “What’s our starting point?” “What can we put in?” “What is most important?”
Honest Assessment > Clear Vision Roles:
Champion(s) Administrator Subject Matter Expert
Across the board support Process-first, Development-next Change Management Training & Support Evolution
Gather Needs > Assess > Prioritize
Communicate
Prototype > Test > Finalize
Communicate
Train > Release > Support
Communicate
Follow-up > Listen > Advise
Communicate
Brian Pickett (858) 952-1007 brian@northpeak.com