attention crm shoppers

Attention CRM Shoppers!Choosing a CRM and integrating related tools and apps

Notes, Hashtags, Twitter #17NTCcrmshopper

Collaborative Notes:http://po.st/17NTCcrmshopper

Isaac Shalev - @Sage70inc

Kevin Martone - @kmartone

Isaac Shalev President, Sage70, Inc.

Sage70 is a consultancy devoted to making technology work for nonprofits

15 years of experience working with Data, CRM, and Tech Strategy

www.sage70.com

Kevin Martone Technology Program Manager, Harold Grinspoon Foundation

HGF funds a broad variety of Jewish educational projects, including camps, schools and experiential education

Former Deloitte consultant 13 Years nonprofit experience Nearly 10 years at HGF

helping camps and similar organizations adopt and use CRM and other supporting technologies

What Do CRMs Do? Track interactions between your

organization and its constituents Contextualize those interactions and

store them in an organized fashion (donations, event attendance, meetings, etc.)

Report on all the data collected Project and process management

It’s Hard To Get This Right!

What’s Hard For You?• Who’s in the room?• What stage is your CRM exploration at?• What role do you play in CRM adoption/selection?• What challenges are you encountering?• What do you hope to learn about today?

The CRM Journey

Reporting and Databases

Key Performanc

e Indicators

CRMs in ActionConsistently… Capture data into

your database in every venue

Identify KPIs for critical processes

Establish regular and ongoing reviews and reports

Readiness Assessment Do you need a new CRM? Identify gaps:

Process Training Staffing Readiness

Establish realistic timelines and budgets Identify project champion and manager

CRM Planning Roadmap

From Selection to Purchase

Debunking CRM MythsThere is no such thing as a CRM that is:

Intuitive User-friendly Powerful and easy to learn Intended for the layperson

Because managing data is hard, and takes expertise, training, and process.

Process Your Process CRMs will require you to re-engineer

core business processes: Donor stewardship Donation processing Email marketing Reporting Event management And much more…

Training Is Critical Everyone who interacts with your CRM

will need training… more than once At least one staff person needs to

become an expert in your CRM Senior leadership need to learn what the

CRM is capable of EVERYONE who interacts with CRM will

need training… MORE THAN ONCE

Functionality Most systems do many similar things How do they integrate with others? What does the querying and reporting

look like? Are additional modules, eg Volunteer

management, Event management, suitable for your use case?

Can you stand to look at it every day?

How to Choose a CRMAn overview of the CRM universe

It’s a Jungle Out There There are hundreds of CRMs, including

50+ for the nonprofit market CRMs touch many other systems in your

organization Hosted vs SaaS Pricing Models Training & Support Models Consider hiring a guide!

The Big Dogs

Is Salesforce a CRM?

Salesforce for Nonprofits Track all your relationships and

interactions Track development and programming 10 free licenses Very large user and developer

community A marketplace of add-ons and 3rd-party

apps

Fools rush in…

“Salesforce isn’t a risk-free promised land. In fact, it’s

laden with traps of hidden costs in the form of customisation.”

- Rachel Wilcox, UK Register

....where angels fear to tread Complex and confusing Built for enterprise businesses, and with

enterprise language and culture Basic functions, eg integration with

donation processing, still missing Few 3rd-party apps for nonprofits Add-ons can be very expensive!

Salesforce – Free Like a Puppy Implementation Customization Training Salesforce Admin Ongoing Upgrades 3rd-Party App Costs

1. Focus, Clarity and Urgency

2. Strong Executive Sponsorship

3. Internal Salesforce Aptitude

4. Commitment to Continued Learning

5. Implementation Resources

6. Data Migration and Integrity

What’s the alternative?

All-in-One NonProfit CRMs

Donor Management Systems

APIs and Integrations Open, closed, or unavailable? What does integrated really mean? Deep vs Shallow

Budgeting Initial Planning One-time Fees Monthly Fees Import, Implement and Customize Staffing Process re-engineering Training Ongoing Support

Budgeting Enterprise Systems start at $50k all-in, and

can cost 5x, 10x, or 100x this amount Mid-market systems can cost $250 - $1,500

monthly, and $15k - $50k to implement Entry-level systems can cost $50 - $250

monthly and $10k - $20k to implement Training should be 15-25% of budget Premium support can be extra

What’s Right For You? Donation and Online Fundraising Membership Website integration Volunteers Event Management Costs and User Licenses Training and Support Reporting, Reporting, Reporting

Isaac Shalevisaac@sage70.com(917) 859-0151@Sage70inc

Kevin Martonekevin@hgf.org(413) 276-0774@kmartone

Evaluation Linkhttp://nten.org/17ntc-evals/