Effective Contact and Donor Management:
What’s NewMass Nonprofit Network /
Associated Grantmakers of MassachusettsNovember 2009 Nonprofit Conference
Steve Backman, Database DesignsMarc Baizman, Root Cause
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Who’s in the room?
Foundation staff
Program manager/director
Development/Fundraising staff
Advocate or community organizer
Tech staff, consultants
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Session Goals
Learn why you might want to use or upgrade your contact/donor management system
Evaluate what to look for
Look at a few typical systems
Getting Starting with Planning
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Session Goals
Learn why you might want to use a contact/donor management system
Evaluate what to look for
Look at a few typical systems
Getting Starting with Planning
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Group Brainstorm: What’s important at your organization?
Consolidating multiple donor lists Sending mail merged appeals Correlating activists, clients and donors Organizing contacts into groups Thanking supporters reliably Smarter event registration Sending info, following up from new clients Managing addresses, duplicates, updates Planned giving, capital campaigns Measuring campaign effectiveness Turning leads into contacts _______________?11/13/2009
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Where does “CRM” fit into this?
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What does “CRM” stand for?
“Customer Relationship Management” Original business versionSalesforce, Oracle (Siebel), SAP,
Microsoft
Nonprofit AdaptationsContact Relationship ManagementConstituent Relationship ManagementDonor Management System (DMS - yet
another TLA :)
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8CRM software integrates contact data
Donors
Advocacy
Clients
Volunteers
My org
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9CRM 2.0 - Your Constituents First
Tip: Check out Clay Shirky, Here Comes Everybody
Fundraising
campaigns
Advocacycampaigns
Programs and
Services
Social
media
VolunteeringMy
Constituents
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10Group Brainstorm - Why use CRM?
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Why a CRM?
From many databases …
…One Ring to Rule them All
http://www.flickr.com/photos/mk1971/11/13/2009
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What about Social Media?
Is Facebook or Twitter a CRM?
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What about Social Media?
Is Facebook or Twitter a CRM?
NO, but…
Your strategy may need to include these tools
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Session Goals
Learn why you might want to use a contact/donor management system
Evaluate what to look for
Look at a few typical systems
Getting Starting with Planning
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Evaluate what to look for
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3 General Types of Systems
Traditional: locally installed on a networkExample: Raiser’s Edge
Web-installed: need a web hosting providerExample: CiviCRM
Software-as-a-Service (SaaS): all on-line, vendor provides hostingExample: Salesforce
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Traditional Installed Systems
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Traditional Systems Run faster than
web-based solutions
Rich graphical interfaces
User-friendly
Don’t depend on web connection
More choices
Typically Windows-only
Often issues with multiple offices
Usually require strong network support , hardware
Customization limited
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Web-installed Systems
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Web-installed Systems
Multiple offices ok
Cross-platform
Can Integrated with your web site
Customizable
Requires tech knowledge
Need a reliable hosting provider
Need to keep up-to-date (security fixes)
Slower than desktop systems
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21Software-as-a-Service Systems
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22Software-as-a-Service Systems
Multiple offices ok
Cross platform
Vendor handles hosting, backup, upgrades
Pay only for what you use
Data lives somewhere else
You give up control (could be good too)
Slower than desktop systems
Integration can be difficult
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23Two...or More...Types of License
Proprietary Pay once, license by user, pay for
updatesSAAS: pay annuallyOpen development featuresCharitable donation
Open SourceOpen, but on proprietary platformComplete Open source solution
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Choosing a System:Start With Functions You Need
Donors
AdvocacyClients
and ServicesExcel?
Databases?
Donation tracking ?Donate online web site?Accounting system?
Email lists?Web sign-ups?Survey monkey?
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25Make an “Evaluation Matrix” or…
Function Weight
DonorPerfect
Raiser’s Edge
Donation Tracking
3 Yes Yes
Flexible Reporting
2 Yes
Mass Emailing 3 No
Thank you letters
1
Total Points
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26Idealware Donor Software Guidehttp://www.idealware.org/
low_cost_donor/ download.php - it’s FREE!!!
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Session Goals
Learn why you might want to use a contact/donor management system
Evaluate what to look for
Look at a few typical systems
Explore where to go from here
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28Mission Research Giftworks Demo
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http://www.missionresearch.com/giftworks/knowcenter/Giftworks intro sessions:
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Donors Page
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Donor Summary
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Maintain Contact Details
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Flexible Relationships
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Donations and Activities
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Reporting via Smartlists
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35“Smartlists” feed mailings, reports
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Smartlists feed mailings, reports
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CiviCRM Demo
CiviCRM is an open source and freely downloadable constituent relationship management solution.
CiviCRM is web-based, open source, internationalized, and designed specifically to meet the needs of advocacy, non-profit and non-governmental groups. Integration with both Drupal and Joomla! content management systems gives you the tools to connect, communicate and activate your supporters and constituents
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Open Source Suite of Tools…
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…plays well with others
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Contact Info
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40More details
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Donor info
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Member Management
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Activities and Phone calls
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44Event Sign up and other tracking
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Now…with Reports!
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Sample report
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Salesforce Demo
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Learn more about the nonprofit donation program here: weekly webinar
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Contact Information
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49Contact Information (continued)
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50Contact Information (continued)
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Recording a Donation
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Sample Report
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Session Goals
Learn why you might want to use a contact/donor management system
Evaluate what to look for
Look at a few typical systems
Getting Starting with CRM Planning
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54Common Mistakes with CRM Systems
Implementing CRM before creating a constituency strategy
Rolling out CRM software without changing organization processes to match
Assuming that more CRM tech is better
Stalking, not wooing constituentsAdapted from Darrell Rigby, Frederick Reichheld, Phil Schefter, “Avoiding the 4 Perils of CRM,” HBR Feb 2002(!)
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Planning Checklist
Establish, review organizational goals
Establish contact and donor outreach strategies
Map constituents…and categories
Prioritize Features
Match Features to Staff resources
http://www.flickr.com/photos/flyforfun/
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Planning Checklist - continued
Decide which other systems it has to integrate with
Set practical, measurable goals (SMART)
Budget realistically: first year, recurring expenses
Get senior management, board support
Think in Campaignshttp://www.flickr.com/photos/flyforfun/
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Do Your Homework!
Idealware Donor Software Guide - get it ASAPhttp://www.idealware.org/low_cost_donor/download.php
Salesforce Boston Users Grouphttp://usergroups.salesforce.com/nonprofits_boston/
Drupal/CiviCRM Boston Users Grouphttp://groups.drupal.org/boston
Other on-line resources and user groups
Consider Consulting Support
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Session Goals - Review
Learn why you might want to use a contact/donor management system
Evaluate what to look for
Look at a few typical systems
Getting Starting with CRM Planning
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Today’s Presentation?
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Q&A and Thanks!
Steve Backman, [email protected] is principal at Database Designs Associates, long-time technology strategists and consultants on nonprofit web and data systems: software selection, adoption , customization and support.
Marc Baizman, [email protected] is Information Technology Manager for Root Cause and has previously worked as Senior Project Manager for Npower.
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