Using CiviCRM. 1 open source. Develop and implement a fully-functional, systematic. Joseph Murray, PhD. CRM plan for your organization using CiviCRM

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1 Using CiviCRM Develop and implement a fully-functional, systematic CRM plan for your organization using CiviCRM Joseph Murray, PhD Brian P. Shaughnessy [ ii PUBLISHING 1 open source I community experience distilled ffln - BIRMINGHAM MUMBAI

2 Preface 1 Chapter 1: Achieving Your Mission with CiviCRM 7 Why your organization needs Constituent Relationship Management 7 What is Constituent Relationship Management? 9 Customer Relationship Management versus Constituent Relationship Management 9 Who are your constituents? 12 When is CiviCRM the best CRM? 13 Thinking through alternatives 15 Other CRMs 17 Why CiviCRM? 17 Focused on needs of non-profits 18 User satisfaction 19 No vendor lock-in 19 Integration with Drupal and Joomla! 19 Total cost 20 Dynamic open source development 20 Documentation 24 Responsive community support 24 How CiviCRM will help your organization 24 Summary 25 Chapter 2: Planning Your CRM implementation 27 Barriers to success 28 Perfection is the enemy of the good 30 Development methodologies 31 The conventional Waterfall Development methodology 32 Iterative development methodology 32 Agile development methodology 33

3 Food Pantry Association of Greater Metropolis 34 Right-sizing the process 36 Building the team 37 Getting started 41 Creating a baseline 41 Developing the vision 43 Creating a project plan 44 Total cost of ownership 46 Focusing on constituents and mission 47 Rethinking organizational processes 50 Determining your needs 52 Functional requirements 53 Contact record management 53 Contact subtypes Custom data 54 e-newsletters and bulk s 55 Fundraising 55 Memberships and subscriptions 56 Events 57 Grant management 58 Activities 58 Case management 59 Roles and permissions 60 CMS integration 61 Third-party integration 62 Server sourcing 62 Implementation plan 63 Summary 65 Chapter 3: Installation, Configuration, and Maintenance 67 Installing CiviCRM 68 Installation in Joomla! 70 Installation in Drupal 72 Browser/FTP procedure 73 Drush procedure Installation troubleshooting 79 Configuring CiviCRM 81 Site Configuration 82 Viewing and Editing Contacts 83 Sending s 88 Handling return traffic 88 Maintaining a good server reputation 90 Configuring the processor

4 Online payment processors 93 Integrated versus redirection processors 95 Configuring the payment processor 96 System workflow templates 97 Organization, customization, and components 98 Organize your contacts 98 Customize Data, Forms and Screens 98 Components 98 Option Lists 99 Synchronization with CMS users 99 Drupal access control for CiviCRM 100 CiviGroup Roles Sync 103 CiviMember Roles Sync 104 CiviCRM OG Sync 105 CiviCRM access control under Drupal 106 Dashboard 108 Navigation 108 Setting up cron jobs 108 Upgrades and maintenance 115 Version and revision upgrades 115 Joomla! upgrades 116 Drupal upgrades 118 Moving an installation to a new server 121 System maintenance 122 Developing a backup policy and procedure 123 Summary 126 Chapter 4: CiviCRM Basics: Moving through the System and Working with Contacts 127 Introduction to the interface 128 Contacts 130 Individuals, organizations, and households 130 Contact subtypes 131 Planning your contact types Core information fields 134 Contact details Custom data 138 Address 139 Communication preferences 140 Demographics 141 Deleting contacts 142 Tags and Groups 142 Tags 142 Groups 145 Relationships

5 Relationship types Adding relationships Activities Notes 156 Search 156 Quick search 156 Basic search 157 Advanced Search 157 Full-text Search 159 Search Builder 159 Understanding contact versus component searches 162 Custom search 163 Search result actions 165 Mail actions 165 Groups and tags actions 166 Add relationship actions 166 Add related record actions 166 Update contact actions 167 Export/map actions 167 Subsequent actions on the same selection 169 Working with contact records 169 Alternate workflows 169 Eliminating duplicates 171 Strategies for dealing with duplicates 171 Finding and merging duplicates 172 Finding duplicates 173 Merging duplicates 174 Summary 176 Chapter 5: Collecting, Organizing, and Importing Data 177 Custom data fields 177 Creating online forms with profiles 187 Profiles in action 195 Empowering users to update information 195 Searching an online directory 198 Including profiles in component pages 200 Search result views and batch updates 200 Exposing profile pages to your website 202 Joomla! 203 Drupal 205 Additional options through URL variables 206 Importing contact and activity data 207 Contacts import 208 Activities import

6 Tips for preparing your data 214 Migrating to a production server 216 Summary 216 Chapter 6: Communicating Better 217 How to communicate better 217 Aligning efforts with objectives 218 Topic, treatment, tone, and timing 218 Call to action 220 Reinforcing your brand 221 Sending s to one or more constituents 222 ing using an external client 222 ing using CiviCRM 223 Printing address labels 228 Recording a postal mailing 229 Printing a PDF letter 230 Organizing groups for communication 233 Encouraging subscriptions using profiles 235 Sending a bulk 238 Configuring the header and footer 238 Configuring and sending bulk s 240 Managing mailings in process 243 Creating a bulk template 245 Customizing system workflow messages 245 Recording external s 248 Summary 250 Chapter 7: Fundraising: Money for Your Mission 251 Developing a fundraising plan 252 Segmenting by category 253 Segmenting by channel 254 Programs 254 Money, donors, and prospects 256 Benchmarking 257 Selecting a payment processor 258 Initial fundraising configuration 263 Configuring CiviContribute 263 Configuring contribution types 264 Configuring payment instruments 265 Configuring accepted credit cards 265 Configuring a payment processor 266 Configuring premiums 268 Configuring price sets 269

7 Configuring CiviPledge 272 Recording a contribution manually 272 Importing contributions 275 Manually creating a pledge 276 Searching, examining, and working with contributions 278 Finding contributions 279 Examining contributions 282 Taking action on contributions 282 Update Pending Contribution Status 283 Print or Contribution Receipts 283 PDF or receipts 284 Sending s to contacts 284 Batch Update Contributions Via Profile 284 Export Contributions 285 Delete Contributions 285 Searching, examining, and taking action on pledges 286 Searching pledges 286 Examining pledges 287 Taking action on pledges 288 Export Pledges 288 Delete Pledges 289 Reporting 289 Counting prospects with Advanced Search 289 Additional segmentation suggestions and tools 291 Researching with profile questionnaires 293 Contribution reports 293 Implementing an appeal 294 Planning 294 Creating an online contribution page 295 Title and settings 297 Contribution amounts 298 Membership settings 301 Include Profile 302 Thank-you and Receipting 302 Tell a Friend 303 Personal Campaign Pages 303 Contribution widget 305 Premiums 306 Test-drive 307 Live Contribution Page 307 Publicize the page 307 Sending direct mail 308 Running a telemarketing appeal 309 Direct contact 310

8 Other types of donations 311 Permissions 311 Summary 312 Chapter 8: Growing Your Membership and Interacting with Members 313 Setting things up 313 Defining membership types 314 Reviewing status rules 316 Setting up renewal reminders 320 Configuring cron jobs 321 Working with memberships and daily management tools 323 Memberships in the contact record 324 Forms to solicit new members and retain the existing ones 328 Searching and reporting 331 Big Picture and other tools 334 Common functions in CiviCRM 335 Membership directories 335 Third-party extensions 337 Summary 339 Chapter 9: Managing Events 341 Why host events? 342 Building and promoting your event 342 Information and settings 343 Waitlisting 347 Event Location 350 Fees 350 Online Registration 354 Tell a Friend 357 Testing and promoting 358 Breakfast seminar example 360 Processing and managing participants 361 Working with event registrations 361 Handling expected payments 364 Importing participant records 365 Tracking, searching, and reporting 366 Tracking registrations using the dashboard 366 Searching for participants 368 Event reports 369 Integrating events into your CRM strategy 370 Summary 371

9 Chapter 10: Interacting with Constituents: Managing Cases 373 Thinking through your case management system 374 Making it real 375 Configuring cases 376 Defining activities, workflows, and timelines 379 Who are your key players? 385 What outside relationships are involved? 387 Additional options and testing 387 Tracking, managing, and resolving cases 389 Creating and managing case records 389 Tracking, searching, and reporting cases 392 Summary 394 Chapter 11: Providing Support: Grant Management 395 Defining the grant application process 395 Managing grantees 397 Tracking grant applications 399 Other side of the coin: Applying for grants 400 Summary 401 Chapter 12: Telling Your Story: Building Reports 403 Getting to the bottom line 403 Toolsets and timing 404 Report Criteria 405 Report Settings 407 Report workflows 410 Available templates 411 Contact report templates 411 Contribution report templates 412 Member report templates 413 Event report templates 413 Pledge report templates 414 Case report templates 414 Grant report templates 414 Customizing and building your own templates 415 Summary 416 Chapter 13: Customization, Community, and Cooperation 417 Future versions and project roadmap 417 New functionality 418 Upcoming versions 419 Customizing and extending 420 Built to be customized 420 Hooks and overrides 420 [viii]

10 Table ofcontents APIs 422 Developer documentation and sample code 423 Forums, IRC, and the issue tracker 423 Community and cooperation 424 Summary 425 Index 427

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