nonprofit contact and donor relationship management (crm)

Effective Contact and Donor Management:

What’s NewMass Nonprofit Network /

Associated Grantmakers of MassachusettsNovember 2009 Nonprofit Conference

Steve Backman, Database DesignsMarc Baizman, Root Cause

This work is licensed under the Creative Commons Attribution-Noncommercial-Share Alike 3.0 United States License. To view a copy of this license, visit http://creativecommons.org/licenses/by-nc-sa/3.0/us/ or send a letter to Creative Commons, 171 Second Street, Suite 300, San Francisco, California, 94105, USA.

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Effective Contact/Donor Management

2

Who’s in the room?

Foundation staff

Program manager/director

Development/Fundraising staff

Advocate or community organizer

Tech staff, consultants

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3

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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4

Session Goals

Learn why you might want to use a contact/donor management system




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5

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





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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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24

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




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


37

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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http://drupal.org/

http://joomla.com/

http://joomla.com/


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Open Source Suite of Tools…

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…plays well with others


39

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

http://www.salesforcefoundation.org/donationWebinar


48

Contact Information

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49Contact Information (continued)

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50Contact Information (continued)

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51

Recording a Donation

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Sample Report

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53

Session Goals




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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http://www.idealware.org/low_cost_donor/download.php



http://usergroups.salesforce.com/nonprofits_boston/

http://groups.drupal.org/boston


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Session Goals - Review




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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mailto:[email protected]

http://www.dbdes.com/

mailto:[email protected]

http://www.rootcause.org/

http://www.npower.org/