CRM-driven or Digitally-led? CRM-driven or Digitally-led…? Iain Pritchard

CRM-driven or Digitally-led? What you would like to hear us discuss Defining CRM and Digital CRM choices – four ways The CRM/Digital landscape and what’s on the horizon Some case study examples Strategic planning for CRM and Digital A benefits-focused approach to design …anything else WHAT WE WILL TRY TO COVER Pull out quote or important information

CRM-driven or Digitally-led? ABOUT ADAPTA We are: A specialist information systems consultancy We only work with charities, membership organisations, trusts and others in the NfP sector We are completely supplier-independent Our consultants have held senior positions in a broad range of different organisations Our advice and guidance is based on practical experience gained over many years.

CRM-driven or Digitally-led? SOME OF THE ORGANISATIONS WE WORK WITH

CRM-driven or Digitally-led? WHAT YOU WOULD LIKE TO DISCUSS

CRM-driven or Digitally-led? DEFINING CRM AND DIGITAL

CRM-driven or Digitally-led? DEFINING CRM AND DIGITAL CRM Digital

CRM-driven or Digitally-led? DEFINING CRM AND DIGITAL CRM Digital

CRM-driven or Digitally-led? FOUR WAYS TO LOOK AT THE CHOICES 1.Product or Platform? 2.Large or small? 3.Global or local? 4.Fundraising or membership?

CRM-driven or Digitally-led? FOUR WAYS TO LOOK AT THE CHOICES 1.Product or Platform? 2.Large or small? 3.Global or local? 4.Fundraising or membership?

CRM-driven or Digitally-led? PRODUCT OR PLATFORM? ProductPlatform

CRM-driven or Digitally-led? PRODUCT Product Redundant material?Tailored solution?

CRM-driven or Digitally-led? PLATFORM Platform Commodity software?DIY?

CRM-driven or Digitally-led? EXAMPLES Access Group Advanced Computer Software APT ASI Blackbaud Centrepoint Donorflex Millertech (MTL) Redbourn Westwood Forster Microsoft Alpha People Ciber Excitation M-Hance Pythagoras Silver Bear Salesforce Atlantic Technologies (Fonteva) Brightgen Cloud Revelations Htphen8 Give Clarity Purple Vision ProductPlatform

CRM-driven or Digitally-led? PRODUCT OR PLATFORM Size and type of organisation SmallerLarger More digital Less digital PackagesPlatforms

CRM-driven or Digitally-led? 1.Product or Platform? 2.Large or small? 3.Global or local? 4.Fundraising or membership? FOUR WAYS TO LOOK AT THE CHOICES

CRM-driven or Digitally-led? PRODUCT SUPPLIERS (examples) Access Group ThankQ … Advanced Computer Software Care Integra Donor Strategy … Blackbaud The Raisers Edge eTarget CRM … APT Stratum Black ASI iMIS (Progress) Donorfy Harlequin MTL Sodalitas Ariadne CiviCRM Redbourn Advantage NfP “Larger”“Smaller”

CRM-driven or Digitally-led? 1.Product or Platform? 2.Large or small? 3.Global or local? 4.Fundraising or membership? FOUR WAYS TO LOOK AT THE CHOICES

CRM-driven or Digitally-led? GLOBAL OR LOCAL ASI Blackbaud Microsoft Salesforce Access Advanced Centrepoint Donorflex Harlequin Protech Redbourn Westwood Forster US/GlobalUK

CRM-driven or Digitally-led? 1.Product or Platform? 2.Large or small? 3.Global or local? 4.Fundraising or membership? FOUR WAYS TO LOOK AT THE CHOICES

CRM-driven or Digitally-led? FUNDRAISING OR MEMBERSHIP..? Contacts Relationships Income processing Gift Aid Communications Analysis Conferences Sales order processing Invoicing Events Volunteers Communities Raffles Legacies

CRM-driven or Digitally-led? FUNDRAISING OR MEMBERSHIP Fundraising DonorFlex Donorfy Donor Strategy Raisers Edge Membership iMIS Integra Member Strategy Pro 8 Stratum Tribe Advantage Alms Care Civi Harlequin Oomi ThankQ

CRM-driven or Digitally-led? WHAT’S ON THE HORIZON?

CRM-driven or Digitally-led? PRODUCT OR PLATFORM Size and type of organisation SmallerLarger More digital Less digital PackagesPlatforms

CRM-driven or Digitally-led? WHAT’S ON THE HORIZON? Size and type of organisation SmallerLarger More digital Less digital Packages Platforms

CRM-driven or Digitally-led? SOME CASE STUDY EXAMPLES

CRM-driven or Digitally-led? SOME CASE STUDY EXAMPLES

CRM-driven or Digitally-led? STRATEGIC PLANNING FOR CRM AND DIGITAL

CRM-driven or Digitally-led? STRATEGIC PLANNING FOR CRM AND DIGITAL Roles and people Resources (funding, facilities, and technology) Activities (processes and culture)

CRM-driven or Digitally-led? STRATEGIC PLANNING FOR CRM AND DIGITAL Roles and people Resources (funding, facilities, and technology) Activities (processes and culture)

CRM-driven or Digitally-led? BENEFITS MAPPING

CRM-driven or Digitally-led? BENEFITS MAPPING (basic concept) Processes Resources People The eventual organisational outcomes The benefits expected along the way Key Outcome Benefit People Processes Resources

CRM-driven or Digitally-led? BENEFITS MAP (an example) Change approach to lobbying government Train staff to delegate more New Bicycle Improved public transport Improved time managem’t Better journey planning Encourage more cycling Greater use of public transport Fewer rushed journeys Energy saving bulbs More efficient boiler Greater use of more carbon friendly cars Less use of car transport More carbon friendly driving More energy saving appliances Energy conservation Reduced carbon emissions To reduce carbon footprint Key Outcome Benefit People Processes Resources

CRM-driven or Digitally-led? BENEFITS MAP (an example) Key Outcome Benefit People Processes Resources

CRM-driven or Digitally-led? BENEFITS MAP (an example) Key Outcome Benefit People Processes Resources Optimised Supporter Partnerships Increased income Deeper / richer supporter relationships Stronger engagement with local communities Provide multiple communications channels for supporters Provide churches with access to CRM A more tailored supporter experience Refine / extend communications strategy Coordinate communications implement easy- to-use online technology

CRM-driven or Digitally-led? WHAT WE (MAY) HAVE COVERED What you would like to hear us discuss Defining CRM and Digital The CRM/Digital landscape and what’s on the horizon Some case study examples Strategic planning for CRM and Digital A benefits-focused approach to design …anything else

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