Next Generation Fundraising and CRM Systems

Transcription

1 Next Generation Fundraising and CRM Systems Steve Cherry Director IT Nick Ward Founding Partner Ken Yanhs Director Online Tucker MacLean VP Customer Success KQED roundcorner WGBH Salesforce Foundation

2 Objectives 1. Current station CRM challenges 2. Approaches to the challenge 3. New CRM solutions for stations 4. Demo of system 5. Q&A

3 CRM matters to Public Media Members Donors Prospects Event attendees Sponsors Vendors Foundations etc

4 This presents real revenue for your stations WGBH & KQED annually are generating over $48M+ a year

5 The tools to manage this data come with a price Team Approach Memsis Outlook Excel Rollodex Convio Filemaker Kimbia Allegiance Act CRL

6 Legacy CRM tools are data silos Impossible to get 360 degree view of all contact data and fundraising activity since data resides in silo systems

7 At KQED the systems conflicted with future vision

8 This impacts efficiency, marketing and overall strategy ecrm: Convio Customer Service: CRL Major gifts CRM: CRM: Team Filemaker Approach Jane Jane Smith Jane Jane Smith Smith Smith Is there one integrated system out there?

9 Legacy CRM tools are obstacles to strategic decision making Users spend too much time extracting, compiling and deciphering data hampering business units ability to make timely strategic business decisions

10 Extracting data is dependent on DB admins or vendors Data sources Complicated legacy data sources Administrators Access to data is restricted Aggregation Inefficient, uncentralized, in multiple formats Users Not able to make timely or strategic business decisions Team Approach Filemaker? Convio CRL Other

11 Legacy CRM product road map is moving at a nonprofit pace Unlike commercial products where there are constant upgrades and competition, the core legacy CRM product road map is on a 2-3 year upgrade cycle with undefined cost

12 Legacy CRM tools are too expensive for our market Cost of systems have increased while stations are seeing year over year declines in revenue, members and prospects. Functionality delivered is not worth the premium.

13 Cost for core legacy CRM are at odds with revenue and tool set PBS station revenue in declines CRM approx. hosted annual cost Small size station CRM cost $120K+ a year Large size station CRM cost $250K+ a year Systems cost are untenable based on future revenue

14 Legacy CRM tools have not evolved for Public Media Technology has changed significantly since Public Media began experimenting with CRM in the 1980s so why are we so hooked on the same tools?

15 The commercial world CRM space is significantly different Gartner s magic quadrant on CRM

16 WGBH approach 1. Initial internal assessment to agree there was a problem -- awareness is step one 2. Studied marketplace commercial and nonprofit 3. Formal assessments of all applicable vendors but no RFP 4. Partnered with stakeholders to ensure buy in 5. Act decisively!

17 KQED approach 1. Step one awareness 2. Worked with incumbent to clarify roadmap 3. Shifted focus to broad CRM marketplace 4. Considered the activity, direction and progress at other stations 5. Decide to act!

18 Partnership and new solutions for Public Media 1. Together we represent a significant opportunity 2. Our needs are based on the same foundation 3. The right partners will listen and are open to creativity 4. We can envision and drive new solutions for Public Media

19 One CRM solution rose to the top after our due diligence Open data structure Ease of use Established vendor base Established nonprofit clients Ease of ecrm integration Low Cost Ease of migration roadmap

20 Salesforce foundation overview 1% Time Equity Product 165,000+ hours community service 6,000+ non-profit organizations $18 million + grants

21 Salesforce is a recognized as a CRM cloud computing leader Leader Sales Force Automation Business Software Solution Software-as-a-Service Solution Collaboration Solution Leader CRM Customer Service Contact Centers Third Fastest Growing Hi-Tech Company 2009 Visionary Enterprise Application Servers

22 Commercial clients have helped to shape success of nonprofits + 8,200 NPO s RoundCorner, Inc - Confidential 22

23 Evolution to the cloud 1960 s Mainframe 1980 s Client/server Today s Cloud Computing Platforms

24 Eloqua integrates online marketing data with Salesforce Create & Manage Awareness One View of the Truth Automating Demand Generation, Drive to Purchase Managing Donors and Processes 24

25 Marketing automation = cohesive online/offline campaigns 25

26 roundcause leverages strengths of Salesforce.com and Eloqua App exchange Station specific development Third party apps are available to integrate via App Exchange Stations can develop on the Salesforce platform independent of core roundcause infrastructure roundcause application built to transfer the legacy PBS infrastructure onto a native Salesforce.com platform roundcause is supported by a dedicated staff to move the application forward specifically for public media / nonprofit fundraising World class cloud based CRM and marketing automation infrastructure

27 How roundcause can help stations Efficient & low cost migration World class CRM & fundraising platform Dedicated services for public television Specifically engineered for public media fundraising and built on the world s best cloud based CRM and marketing automation systems, will help your station grow prospects and revenue while reducing cost enterprise wide. This is the recommended solution for you from the Salesforce Foundation.

28 roundcause = World class CRM and fundraising platform Easy to use, flexible and secure built on Salesforce.com Integrated campaign management and customer service direct mail, telemarketing, online marketing, pledge, premiums, member benefits, events, sponsorship and much more Fast reports and segmentation for fundraising across all levels Open up your data across internal teams, mobile, vendors and social

29 roundcause = Efficient and low cost migration Sunset legacy CRM systems and expensive and incompatible legacy applications rapidly and at a lower cost Experienced migration team to help ease transition within organizations - requires less IT, team expertise or time commitment

30 roundcause = Dedicated services for public television Get superior customer service from a vendor dedicated to nonprofits and public media, but with vast experience in the commercial world Get superior customer service from a vendor dedicated to nonprofits and public media, but with vast experience in the commercial world Gain economies of scales and best practices from other stations

31 roundcause is built to maximize prospecting & fundraising Restricted and planned giving Board Cultivation Capital Campaign / Annual Fund Development Events Event Planning & Logistics Registration & Payments Board and Advisory Meetings Major Gifts Events Management Member & Prospect Engagement Membership Levels Direct Mail/ Campaigns Prospect and fundraising analytics Premiums and inventory management Web Tiered Access Member Benefits Volunteer Management Board Engagement Board Relationships and Referrals Board Events Board Cultivation Corporate & Foundation Relations Corporate Sponsorship Corporate and Foundation Underwriting Grant Management

32 roundcause demo: open, easy, online, offline and in real time

33 Timeline of rollout to stations Refine Recruit charters Validate Charter Needs Rollout and support charter stations Process Refine roundcause 2.0 application Reach out to charter stations of varying sizes Validate compatibility with charter station requirements Stations 10+ stations are engaged

34 Thank you and please feel free to talk to us after the session Tucker MacLean Salesforce Foundation Nick Ward roundcause Steve Cherry KQED Ken Yanhs WGBH