Customer Relationship Management (CRM) Databases for Arts Organizations. MRAC Workshop December 16, 2013

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1 Customer Relationship Management (CRM) Databases for Arts Organizations MRAC Workshop December 16, 2013

2 About Us Karen Graham Director, Technology & Innovation

3 Learning Goals Understand the basic concepts behind CRM and how it is useful Gain an overview of CRM products with a focus on low cost donor management tools Learn a process for confidently selecting and implementing a new database product

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5 What is CRM?

6 Capabilities and benefits 360 view of constituents Track touch points Support cultivation steps Target messages and channels Measure and evaluate efforts

7 Architecture Profile Contact info Preferences Relationships Transaction History Donations Pledges Recurring Gifts Tickets Volunteer Skills, availability History Communication campaigns Mailings Meetings and phone calls

8 Glossary CRM: constituent relationship management Field Query Filter CSV, TSV Migration Segmentation API: application programming interface SLA: service level agreement NCOA: national change of address

9 A database can help you answer Was our mailing successful? Who gave last year but not this year? What is Ms. Alnes s address? And perhaps even What was the name of Ms. Alnes s cat? Which donors have tickets to the Nutcracker for tonight?

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12 Overview of Database Market Databank DonorPerfect DonorPro etapestry GiftWorks Little Green Light NeonCRM Patron Manager CRM Results Plus Salesforce Nonprofit Starter Pack Trailblazer Others? Sumac, Donor Tools

13 Other related tools Constant Contact Mail Chimp Vendini Tessitura ShowClix Event Brite GiveMN

14 6 Steps to Success: 1.Readiness 2.Needs Assessment 3.Demos 4.Proposal 5.Comparison 6.Post-Decision

15 Step 1: Are you Ready? Fundraising Strategy Communication Strategy Culture of Data Time and Resource Requirements Outgrowing Excel

16 Step 2: Identify Needs and Priorities Goals Current Tools and Assets: data, equipment, skills Parameters, e.g. cost, what you're NOT doing Reporting

17 What s so special about arts orgs? Fundraising + Marketing + Outcomes Ticketing Volunteers Artists, Performers Design Large Database, Small Staff Funder Requirements

18 Pro Tips for Needs Assessment Involve stakeholders Document and organize Work backward Ask good questions Prioritize/rank

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20 Step 3: Get the Most out of Demos Insist on a custom demo. Use cases Participation Note taking

21 Features to Consider Breadth and Depth Support and training Mobile/portable access SaaS vs traditional Customization Contact/activity/case history Ease of use Relationships Reporting and analysis Upgrades Integration Import/export

22 Step 4: Get Thorough Proposals Stuff it should cover: Modules/features Ownership, data privacy Support, training Detailed estimate, cost outlook SLA Implementation plan Opt-out Legal

23 Step 5: You Must Choose. But Choose Wisely. Go back to your needs assessment! Compare demo notes. Gut check: trust level? Check references.

24 But How Much Does It Cost? One time costs: setup, data migration, conversion, customization, training, lost productivity Ongoing costs: subscription/license, user accounts, support contract And don't forget: ongoing training, revision, imports, data hygiene

25 Step 6: (Bet You Thought You Were Done) Implementation and adoption Training Keeping data clean Tune-up (requires pizza)

26 Traps and Mistakes Just have the intern do it Lack of staff buy-in Seduced by whiz-bang features Pick whatever is cheapest Don't read the contract Budget as an up front cost only Failure to complete training Vague collaboration agreements Provide executive leadership Stoke up the team! Choose features based on business needs Maximize ROI Review contract w/rep Plan for cost of ownership Require staff to be trained Be clear on roles and ownership

27 A few good products

28 Little Green Light Founded 2007, launched 2009 About 750 clients Pricing starts at $39/mo up to 2500 records; no setup charge for selfserve MAP Discount Partner Idealware Top 11 Website

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32 Theatre Manager Founded 1985 Clients include many theaters Online box office, you host your data TicketTrove Starts at $7995, typical cost around $20-30K total Mouse Based user interface! Website

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35 Patron Manager CRM Founded 2001, launched clients Pricing starts at $2500 setup and $2500/year All-in-one including ticketing, eblast Based on Salesforce platform Website

36 Neon Product of Z2 Systems, founded 2004 About 1000 clients Pricing starts at $49/month MAP discount partner, free trial Optional event and membership modules, online store Website

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40 Trailblazer Founded 2001, SQL version 2002 Between clients Native ticketing system (general seating) Price starts at $100/month MAP discount partner, based in MN Website

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45 Results Plus Founded in 1979, first RP in 83 About 3600 clients Based in Rochester MN Strong fundraising functionality Pricing starts at $1000 (installed) or $250/mo (hosted) Website

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48 Databank Founded in 1998 About 300 clients Based in Minneapolis Strong customer support and training Pricing starts at $99/month Website

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52 Giftworks Product of Front Stream, recently purchased from Mission Research; started in 2005 Over 10,000 clients Only installed system we recommend Pricing starts at $90/month Free trial Certified consultants

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55 Ticketing Options Seating assignment Payment processing Export data to CRM Many tools to choose from: Vendini, Tessitura, Brown Paper Tickets, etc. Few systematic reviews

56 Thanks!