talks! Harness the Power of Your Data with CRM June 24, 2010 Audio is only available by calling this number: Conference Call: ; Access Code: Sponsored by

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Harness the Power of Your Data with CRM Conference Call: Access Code: You are being recorded… Streaming into Second Life This seminar will be available on the TechSoup website along with past webinar presentations: – You will receive a link to this presentation, material and links. After the webinar, you can ask follow-up questions in the Virtual Community Forum: – Twitter hashtags: #techsoup

talks! Harness the Power of Your Data with CRM Sponsored by Presenter: Dean Graham, NPower Pennsylvania

Harness the Power of Your Data with CRM Conference Call: Access Code: Today’s Speakers Assisting with chat questions: Becky Wiegand & Stephanie Parker, TechSoup Kami Griffiths TechSoup Dean Graham NPower Pennsylvania

Harness the Power of Your Data with CRM Conference Call: Access Code: Agenda What is CRM The benefits What to include Examples Getting started Choosing a tool Utilizing the database Q&A

Harness the Power of Your Data with CRM Conference Call: Access Code: The better your data, the better the story you can tell…

Harness the Power of Your Data with CRM Conference Call: Access Code: CRM C onstituent R elationship M anagement

Harness the Power of Your Data with CRM Conference Call: Access Code: C onstituent Not just donors… Board Members Volunteers Funders Clients Staff Media Stakeholders

Harness the Power of Your Data with CRM Conference Call: Access Code: How important is this person to you? A person who volunteered for your organization once? Someone who gave a one time donation of $50? Attends a lecture your organization sponsored? A client of one of your service programs? What if this is all the same person?

Harness the Power of Your Data with CRM Conference Call: Access Code: R elationship Relationships are built on shared experience –Recognizing and leveraging past interactions

Harness the Power of Your Data with CRM Conference Call: Access Code: Build on what you did together Who talked to that donor last? What did they talk about? What does your donor care about?

Harness the Power of Your Data with CRM Conference Call: Access Code: M anagement How do we capture these relationships? –How many have a “data entry” person? –Do they have the relationship? –Move to a decentralized data entry model

Harness the Power of Your Data with CRM Conference Call: Access Code: What is CRM? A database A tool for managing service delivery A way to document the work you do Support system for relationship building An organizational approach to doing business

Harness the Power of Your Data with CRM Conference Call: Access Code: Coin of the Realm Relationships are our most important assets –Clients –Board members –Volunteers –Staff –Stakeholders Who owns the relationship?

Harness the Power of Your Data with CRM Conference Call: Access Code: The Traveling Development Director Move from Organization to Organization Loss of institutional knowledge Ownership of the relationship

Harness the Power of Your Data with CRM Conference Call: Access Code: Recruit friends/family Upgrade monthly donation Signup for monthly giving Renew single donation Make single donation Write a letter Attend an event Sign petition Viral / Tell a friend Send an epostcard Subscribe to e-Alerts Subscribe to eNewsletter Enter a contest Visit website High Low The Engagement Ladder We want to move our constituents up the engagement ladder. How do we do this? Building Relationships!

Harness the Power of Your Data with CRM Conference Call: Access Code: Life without a CRM Routine program reports are painful to produce Using paper and chasing down information on service delivery No easy way to see what’s happening “now” Get used to guessing about service Separate, disconnected data files Duplicate data entry and redundant work Poor communications and information sharing

Harness the Power of Your Data with CRM Conference Call: Access Code: Life with a CRM More accurate and predictable budgeting Clearer picture of relationships with funders, donors, and clients Helps you know who has done what with whom Tool for growth for the organization Can stop cycle of “silo-ed” information Can help boost your efficiency and effectiveness May help create a community impact or service never thought of before

Harness the Power of Your Data with CRM Conference Call: Access Code: Silo Approach How can I really leverage this information? Web Site Intranet Excel info Access Database Accounting

Harness the Power of Your Data with CRM Conference Call: Access Code: Goals of a Good CRM System Recording of interactions with multiple constituencies –Volunteers, Clients, Board, Staff, Donors, Funders Ability to track the ‘shared experience’ Decentralized data entry – enter the work you do Part of the fabric of the organization

Harness the Power of Your Data with CRM Conference Call: Access Code: Examples

Harness the Power of Your Data with CRM Conference Call: Access Code: Create a Successful Environment Identify what success means to you Establish a need Start to build buy-in –Executive and organizational Collect Requirements – inputs Intakes, forms –outputs Reports, deliverables –business processes Understand when, who, and how

Harness the Power of Your Data with CRM Conference Call: Access Code: Build Buy-in LEAD! L - Listen to the needs of the users E – Express your vision of the final outcomes A – Align the system to users needs (WIIFM) D – Drive the process

Harness the Power of Your Data with CRM Conference Call: Access Code: Organizational Signs of Success Executive Buy-in Organizational Buy-in Active Implementation Participation A Leader to Lead Reasonable Expectations Understand the importance of the Truth Ultimately understanding what success looks like for your organization and having professional help will ensure a successful outcome.

Harness the Power of Your Data with CRM Conference Call: Access Code: Collect Requirements Inputs –Intakes, forms Outputs –Reports, deliverables Business processes –Understand when, who and how

Harness the Power of Your Data with CRM Conference Call: Access Code: Requirements Approach Take stock –What is currently being tracked and by whom –What isn’t being tracked but should be –What is being reported –What is the business process 1.Track what you do 2.Track what you want to do 3.Track everything you can think of

Harness the Power of Your Data with CRM Conference Call: Access Code: Choosing the right system Features Cost Ease of Use Flexibility Ease of Implementation Sustainability Data Integration Using a Partner

Harness the Power of Your Data with CRM Conference Call: Access Code: How will it hold up? Is it Sustainable? –What are the carrying costs? Cost to implement, TCO –Can you make changes yourself? –How many people do this work? –How are upgrades delivered? Cost? –What does it take to support this product Server based Cloud based

Harness the Power of Your Data with CRM Conference Call: Access Code: Integrate Your Data Open API Provide “true” integration with web CMS’s. –This means information can flow both ways. From the website into the database, but also the other ways –This provides a way for your constituents to do business with you and that business to be recorded. A modern seamless connection from consumer to web to database to reporting Communications –eNewsletters, , meetings, requests for information, Donations

Harness the Power of Your Data with CRM Conference Call: Access Code: What to look for… System that can capture the “unique” work you do Can it integrate with your other systems I.E. website Support distributed data capture (cloud based?) Capture the relationship elements – –Meetings –Interactions Provide real time information –reporting and dashboards

Harness the Power of Your Data with CRM Conference Call: Access Code: Don’t Stop Defend the truth –Data quality –System suitability Create “Data Entry Standards” documentation

Harness the Power of Your Data with CRM Conference Call: Access Code: Signs you have a good database Reflects the work of the organization –Built what is needed –You continue to review your needs, your organization changes, your database should too Your Data is True –Information is correct, complete, trusted You have someone looking out for the above. Its being used!

Harness the Power of Your Data with CRM Conference Call: Access Code: Warning! Creating a CRM system, even if done well is: –Long –Requires a large amount staff time –Intrusive to Organization’s Operations

talks! Questions? Submit your questions using the chat box.

Harness the Power of Your Data with CRM Conference Call: Access Code: Continue the Discussion… Additional questions can be answered by posting in the Virtual Community Forum: –

Harness the Power of Your Data with CRM Conference Call: Access Code: Get the Most Out of TechSoup At TechSoup, you’ll find a range of technology services to help your nonprofit: – Read helpful articles in our Learning Center – Request donated software, hardware, and online services – Join our community forums to learn from your colleagues – Browse upcoming events and conferences

Harness the Power of Your Data with CRM Conference Call: Access Code: Upcoming Webinars 10 Social Media Tips & Secrets –Thursday, July 8, 11 a.m. Pacific time

Harness the Power of Your Data with CRM Conference Call: Access Code: Thank you to our Webinar Sponsor! ReadyTalk offers dedicated product demos for TechSoup organizations 4 times per week. For more information: pages.readytalk.com/techsoup.html

talks! Thank you! Please complete the post event survey! Kami Griffiths,