Best Practices in CRM for Nonprofits

Transcription

1 Best Practices in CRM for Nonprofits

2 Your Presenters: Mike Spear Dir. Platform Engagement StayClassy Keith Heller Principal & CEO Heller Consulting Taksina Eammano VP of Product Management roundcorner Niels Petiet Principal roundcorner

3 Today s Agenda: About Heller Consulting and roundcorner CRM for Nonprofits: The Why and How Pitfalls and Benefits Indicators of Success roundcause & StayClassy Dreamforce and Beyond Q&A Agenda

4 17 Years Experience, 900 Clients, 1,800 projects San Francisco, Chicago, New York, Boston 20+ Salesforce.com-certified, 6+ PMP Certified Staff Exclusively Serving Nonprofits TeamHeller.com FollowingFactory.com Connecting your systems Connecting your team Connecting your community CRM planning and software selection Systems Implementation Optimizing your current software Bringing people and process together Change management solutions Team configuration and training Social Media strategy Building online communities Activating supporters

5 roundcorner is a product and services company focused on delivering Salesforce.com to mid and enterprise nonprofit customers. The rc Team has been in the Salesforce ecosystem since 2003 and has delivered over 80,000 users to the market. roundcorner is 4 years old (founded September 2009) Team: 40 in US (Boston, NYC, Philadelphia, San Fran), 17 Offshore Privately funded and supported by Salesforce.com Products: roundcause, Events, Biographical AppExchange LisOng R&D budget = 40% of revenue last 2 years Expert Services Team SpecializaOons in Data and Architecture Partner Led ImplementaOons 5 Long- term Managed Services & Support Campaign Support Advanced AnalyOcs Data Hygiene

6 What is CRM for NGOs?

7 Insights into CRM for Nonprofits How nonprofits are approaching Constituent Relationship Management (CRM) to overcome challenges and meet their goals The challenges nonprofits are facing in implementing a CRM strategy or system How nonprofits believe CRM will help in strategic areas Top advice from nonprofits on moving toward a CRM initiative

8 The Project and Participants Why Understand enterprise NPO s perception of, and progress with, CRM How Structured interviews with execs Who CIOs, CDOs, COOs, CMOs Where 30 NPOs Results paper, articles, blog posts Alzheimer s Association National Office American Heart Association American Lung Association Children s Miracle Network Hospitals Church World Service Conservation International Doctors Without Borders Environmental Defense Fund Feeding America International Rescue Committee Jewish National Fund JDRF The Leukemia and Lymphoma Society March of Dimes Mothers Against Drunk Driving The National Multiple Sclerosis Society National Park Foundation National Urban League Oxfam America PETA Foundation Smile Train U.S. Olympic Committee WWF-Canada

9 What is your organization s definition of CRM? CRM as a Software System (~1/2) A database and related business processes CRM as Customer Service (~1/3) A focus on constituent service and managing relationships CRM as a Strategy (~half-dozen) An active strategy for cultivating, engaging with and expanding constituent communities

10 CRM as Strategy Strategy Pro-actively engaging constituents where they already reside / congregate to expand the reach and delivery of the organization s mission. Interactions initiated and driven by both the constituents and the organization. Organization engages with broad number and type of constituents. Organization can be more adaptive, responsive and accurate with engagement. Can involve more organization staff, each engaged in pro-active outreach appropriate for their responsibility Require planning, communication and coordination within the organization. More fully engages both internal staff and external constituents in expanding the impact of the organization s mission.

11 Data Silos Lots of consbtuent touch points that don t touch each other Helping your whole organizabon know what the parts only know in part

12 The Disconnected Non Profit Disconnected ConsOtuent Records Stranded in Disconnected Systems MiscommunicaOon, missed opportunity, compromised consotuent experience, trust erosion

13 Constituent Engagement Strategy Putting the Constituent at the Center of your Thinking How do we want to relate to our consbtuents? How do we want them to relate to us? How do we want then to relate to each other? How can we all do more together?

14 The Connected Non Profit Guided by CRM strategy Systems aligned, one record per consbtuent

15 Making The Case For CRM

16 Articulating the CRM Opportunity Translating General Benefits to Your Organization How does having a single system support: Constituents better service Users 360-degree view Information Reports, Dashboards, BI IT single system to support Strategy more of your mission delivered more effectively

17 CRM Success Indicators External Reach You ll touch more people Engagement Relationships will go deeper Results Your mission is having a broader, deeper impact and you ll raise more money. Internal (Efficiency) You ll work smarter (Reporting) You can measure what s happening

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19 roundcorner is a product and services company focused on delivering Salesforce.com to mid and enterprise nonprofit customers. The rc Team has been in the Salesforce ecosystem since 2003 and has delivered over 80,000 users to the market. roundcorner is 4 years old (founded September 2009) Team: 40 in US (Boston, NYC, Philadelphia, San Fran), 17 Offshore Privately funded and supported by Salesforce.com Products: roundcause, Events, Biographical AppExchange LisOng R&D budget = 40% of revenue last 2 years Expert Services Team SpecializaOons in Data and Architecture Partner Led ImplementaOons 19 Long- term Managed Services & Support Campaign Support Advanced AnalyOcs Data Hygiene

20 Customers Nonprofit Higher EducaOon FoundaOons 25 Top Tier Schools Expanded Focus to Nonprofit In 2010

21 roundcause Built to Scale

22 Integrated Pla]orm Data Architecture Process Enablement Single Source of Truth 22

23 roundcause StayClassy Demo DEMO 23

24 Join us at Dreamforce #dreamclassy

25 Thank You!!! Mike Spear Dir. Platform Engagement StayClassy Keith Heller Principal & CEO Heller Consulting Taksina Eammano VP of Product Management roundcorner Niels Petiet Principal roundcorner