attention crm shoppers
TRANSCRIPT
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 [email protected](917) 859-0151@Sage70inc
Kevin [email protected](413) 276-0774@kmartone
Evaluation Linkhttp://nten.org/17ntc-evals/