nonprofit crm roadmaps: planning the path - heller consulting
TRANSCRIPT
For the full video of this webinar, please visitTeamHeller.com/webinar-nonprofit-crm-roadmaps-planning-path/
About Heller Consulting
Experience Places People Focus20 Years
1,500+ Clients 3,000+ Projects
San FranciscoChicago
New YorkBostonAustin
35 People:SmartSkilled
Committed
Serve solely nonprofits
All consultants have worked in
nonprofits
Connecting your systems
• CRM planning and software selection
• Systems Implementation• Optimizing your current
software
Connecting your team
• Streamlining business processes
• Change management solutions
• Team configuration and training
Connecting your community
• Direct response strategy
• Campaign creation• Engaging & activating
supporters
Heller’s Skills
White Papers: TeamHeller.com/resources/
Engagement Strategy• Marketing Automation• Taking Engagement Seriously• CMS Platforms: A Guide for
Nonprofits
CRM• State of CRM Whitepaper • Making Your CRM Aspiration a
Reality• CRMready Workshop• Engaging Constituents: Your
Strategies and CRM• Business Intelligence Tools
Review• Integrated Suites Review
Salesforce• Fundraising App Review Paper• NGO Connect: Maximizing its
Potential• NGO Connect & NPSP:
Choosing the Right Solution for You
• Advancement Connect: Advancement Solution for Higher Education
Please visit TeamHeller.com/resources/
The Disconnected Nonprofit
• Disconnected Constituent Records Stranded in Disconnected Systems
• Miscommunication, missed opportunity, compromised constituent experience, trust erosion
This is the impact on your constituents and you.
Constituent Engagement Strategy
• How do we want to relate to our constituents?
• How do we want then to relate to each other?
• How do we want them to relate to us?
• How can we all do more together?
Putting the constituent at the center of your thinking.
CRM Vision: The Connected Nonprofit
Mission
Donor Online Engagement
Guided by engagement strategy…
…Systems aligned, one record per
constituent
It’s a practical Planfor achieving your
CRM Vision
What is a CRM Roadmap?
It’s a Process for collaborating on and socializing the CRM opportunity at your
organization
It’s an Opportunityto articulate your
organization’s CRM Vision
12
3
CRM Roadmap: Contents
• CRM Vision• Constituent Engagement Journey• Technology & Operations Assessments• User Stories & Business Requirements• Solution Selection• Phased Adoption Approach• Platform & System Architecture• Implementation Plan• Project & Future Staffing• Change Management & Communication Plan• Business Case
CRM Roadmaps don’t always, or even usually, contain all of
these items.
Tailor to the needs of your nonprofit.
!!!
Why do a CRM Roadmap?
Answers key questions for staff, management, board, stakeholders:
WHAT are we doing?
HOW are we doing this?
WHO is doing each piece?
WHEN will each piece happen?
WHY are we doing this? CRM Vision!
CRM Roadmap: Phased Adoption Approach
Legacy CRM
Legacy Email
Legacy Online
Donations
National Online
Presence
Campaign Online
Presence
Chapter Online
Presences
6
12
3
4
5
General Ledger
Missions &
ProgramsA
BC
Chapter “CRM” Systems
Current Systems
Phase 1 End Point
CRM
General Ledger
Consolidated Online
Presence
Missions &
ProgramsA
BC
Chapter “CRM” Systems
Criteria for Phasing
Key Questions• What are the best opportunities?• Where is the primary pain?• Shortest course?• Greatest impact?• Establishing foundation for future
success
Key Considerations• Prioritize high-impact and
high-urgency work• Consider technical or
system present-state• Adjust for organization
readiness & calendar
?
Hello!
• At a critical stage! Moving from design to build & config
• Have been on a year+ long journey to build new platform
• Chose Salesforce as solution to support all revenue streams
• Working with Heller as a strategy and implementation partner
Project Readiness
• Compiled a list of 80 key items to be completed for project readiness
• Criteria created by the project team. Vetted by the sponsor.
• List included items from every stakeholder group
• Stakeholders will get are more in-depth review of relevant items during upcoming committee meetings
Project is a GO!
80 key items for readiness
• 59 item completed• 21 items in progress
Sample Communication Plan
Consistent, accurate , actionable communication
Major milestones communicated widely
External Communication announce new programs or features (if applicable)
Project Charter
It is the goal of this project to create a system which provides a 360 degree view of constituents, allows for the management of the many facets of our donors, enables the possibility for the creation of deeper relationships with our constituents, and creates a venue for more consistent, targeted donor engagement.
Additionally, a new CRM will provide us opportunity to create new processes, policies, procedures and a governance structure that will allow for the ongoing effective maintenance of the system for years to come. Needed growth to achieve 2025 goals is unsustainable with the current system.