Why CRM Matters

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Why CRM Matters
NPower Seattle ONE/Northwest Patrick Shaw Karen
Uffelman January 22 2009
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• Agenda
• Introductions
• A Brief History of Donor Tools
• What Are Todays Challenges
• What Is CRM?
• How Do I Choose a CRM?

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About NPowerIntroduction

• NPower works to build healthier, more vibrant and
  sustainable communities by leveraging the
  transformative power of information technology.

Since 1999, we have helped more than 24,000
nonprofit organizations use IT to achieve their
goals.
Photo Dean Johnson, http//www.flickr.com/photos/
deanj/2398424227/
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About ONE/NorthwestIntroduction
ONE/Northwest helps environmental organizations
connect with people. We specialize in tools and
strategies for communicating and building
relationships.
Weve been serving the environmental community in
the Northwest and beyond since 1995.
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NPower Seattle

• Patrick Shaw, Manager Web and Database Services,
  NPower
• Karen Uffelman, Director of Client Strategy,
  ONE/Northwest

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Why Does CRM Matter?Introductions
My name is Patrick Shaw
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Why Does CRM Matter?Introductions
I manage the Web and Database team at NPower
Seattle
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Why Does CRM Matter?Introductions
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Why Does CRM Matter?Introductions
NPower is in the Central District
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My name is Patrick Shaw
Why Does CRM Matter?Introductions
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Why Does CRM Matter?Introductions
This is our office.
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Why Does CRM Matter?Introductions
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Why Does CRM Matter?Introductions
My name is Karen Uffelman
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• I manage the strategy team at ONE/Northwest.

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These are my co-workers and board members at
ONE/Northwest
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This is where you can find us

• 10th floor of
• the Vance Building
• at 3rd and Union

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This is what we do when were not in the Vance
Building.
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Why Does CRM Matter?A Brief History of Software

• Where Have We Been Some Context
• Silod Tools
• Expensive to Purchase
• Expensive to Maintain
• Not very Customizable
• Hard to Integrate

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Why Does CRM Matter?A Brief History of Software
Paper MS AccessASPConvioCiviCRM Sugar
CRM Word SQL Cold Fusion Kintera Giftmaker
Pro Giftworks Excel MySQL Blackbaud Get
Active Sage Volunteer Match FileMakerPro .Net eTap
estry Donor Direct Salesforce Donate
Now! PIDI Donor2
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Why Does CRM Matter?Challenges

• What do you need to know about your donors?
• How do you handle a complicated donor
  relationship?
• Are you confident in your current data?
• Can you get the reports you need?
• Is your data stored in more than one location?
• Do you know the date of the latest
  gift/ticket/purchase/visit of each donor?
• Do you know who in your organization had last
  contact with each donor?

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Why Does CRM Matter?What IS CRM?

• Constituent Relationship Management

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Why Does CRM Matter?What IS CRM?

• Whats The Difference Between CRM and Donor
  Tools?
• CRM 360 degree view of your stakeholders.
• Donor tools partial view of your stakeholders.

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Why Does CRM Matter?What IS CRM?

• An Example of CRM Working Well
• You can tell that
• I donate to NPower Seattle
• I get (but dont read) the e-newsletter
• I hosted a table at our awards ceremony
• I volunteered before I became an employee
• What else do you need to know?

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Why Does CRM Matter?What IS CRM?

• What Belongs in your CRM?
• Info that belongs to your agency (not you)
• Basic Contact Info
• Organization Info
• Household Info (if needed)
• Gift/Grant/Volunteer Info
• Activity Info last touch with contact
• SOME program Info

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Why Does CRM Matter?What IS CRM?

• What Belongs Somewhere Else?
• Financial Reporting
• Deep Client Tracking
• Deep Auction Tracking
• Others?

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Why Does CRM Matter?Selecting a CRM

• What Do I Need To Know Before Getting a CRM?
• Open Vs. Closed Model
• Basic price points and licensing information
• Security Features / Requirements
• How many users you may have
• Integration Options
• Your Requirements!

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Why Does CRM Matter?Selecting a CRM

• What Does The Process Look Like?
• Initial Planning
• Choosing a method to move forward
• Budget constrained
• Needs driven
• Shared approach

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Why Does CRM Matter?Selecting a CRM

• Next Steps in the Process
• Choose Vendor
• Initial Planning to determine needs
• Select Platform
• Configure core features
• Import existing data
• Test!
• Finalize features
• Train, train and more training
• 70/30 Rule

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Why Does CRM Matter?Using Volunteers

• Can I Use A Volunteer?
• Is your volunteer a CRM Expert?
• Can you let your volunteer manage your timeline?
• Can your volunteer import your data?
• Can your volunteer help you think through your
  processes and rules?

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Why Does CRM Matter?Using Volunteers

• What CAN a Volunteer Do?
• Tidy up your data
• Do data entry
• Take training, and help build reports
• Become an advocate

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Why Does CRM Matter?Case Studies

• Lawn Vegetables R Us
• Overseas Kitty Adoption
• WA Bus
• Oregon Environmental Council

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Why Does CRM Matter?Cost Estimates

• How Much Will it Cost?
• Planning
• Implementation
• Support

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Why Does CRM Matter?Vendor Proposals

• What Should I Get From My Vendor
• Bio of agency and how many implementations they
  have completed for nonprofit organizations
• A list of customers you can call
• A description of their process
• Budgetary information
• How they will manage a change of scope
• What kind of documentation they will provide
• A list of related tasks and who is responsible
• A rough timeline
• How they will deliver training
• Things you can do to reduce costs

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Why Does CRM Matter?Questions and Answers

• What Would You Like To Know?

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Why Does CRM Matter?Demo!

• What Does Salesforce Look Like?

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Why Does CRM Matter?Resources

• A Few Good Donor Management Tools
• http//www.idealware.org/articles/fgt_donormgt.ph
  p
• Donor Management Toolkit
• http//www.npowerseattle.org/education/online-res
  ources/selecting-donor-management-software/selecti
  ng-donor-management-software
• Is Salesforce Right for Your NonProfit?http//one
  nw.org/toolkit/is-salesforce.com-right-for-your-no
  nprofit
• Database Blog Posts
• http//community.npowerseattle.org/npowering/cate
  gory/database/
• Salesforce Foundation
• http//salesforcefoundation.org

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• Any Questions?

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Thank You!

• Patrick Shaw 206.957.7748
• patricks_at_npowerseattle.org
• Karen Uffelman 206.286.1235
• karen_at_onenw.org