Nonprofit contact and donor relationship management (CRM)
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This document summarizes a presentation on effective contact and donor management systems. The presentation covered why nonprofits may want to use a contact/donor relationship management (CRM) system, what to look for when evaluating different CRM systems, examples of typical CRM systems like Raiser's Edge, CiviCRM and Salesforce, and things to consider when planning a CRM implementation like integrating with other systems and setting goals. Attendees learned about common mistakes to avoid with CRM systems and the importance of strategy and process alignment before technology selection and rollout.
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Nonprofit contact and donor relationship management (CRM)
- 1. Effective Contact and Donor Management:What’s New Mass 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.
- 2. Who’s in the room? Foundation staff Program manager/director Development/Fundraising staff Advocate or community organizer Tech staff, consultants 11/13/2009 2 Effective Contact/Donor Management
- 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 11/13/2009 3 Effective Contact/Donor Management
- 4. Session Goals Learn why you might want to use a contact/donor management system Evaluate what to look for Look at a few typical systems Getting Starting with Planning 11/13/2009 4 Effective Contact/Donor Management
- 6. Sending mail merged appeals
- 7. Correlating activists, clients and donors
- 8. Organizing contacts into groups
- 9. Thanking supporters reliably
- 10. Smarter event registration
- 11. Sending info, following up from new clients
- 12. Managing addresses, duplicates, updates
- 13. Planned giving, capital campaigns
- 14. Measuring campaign effectiveness
- 15. Turning leads into contacts
- 16. _______________?11/13/2009 5 Effective Contact/Donor Management
- 17. Where does “CRM” fit into this? 11/13/2009 6 Effective Contact/Donor Management
- 18. What does “CRM” stand for? “Customer Relationship Management” Original business version Salesforce, Oracle (Siebel), SAP, Microsoft Nonprofit Adaptations Contact Relationship Management Constituent Relationship Management Donor Management System (DMS - yet another TLA :) 11/13/2009 7 Effective Contact/Donor Management
- 19. CRM software integrates contact data 11/13/2009 8 Effective Contact/Donor Management
- 20. CRM 2.0 - Your Constituents First Tip: Check out Clay Shirky, Here Comes Everybody 11/13/2009 9 Effective Contact/Donor Management
- 21. Group Brainstorm - Why use CRM? 11/13/2009 10 Effective Contact/Donor Management
- 22. Why a CRM? From many databases … …One Ring to Rule them All http://www.flickr.com/photos/mk1971/ 11/13/2009 11 Effective Contact/Donor Management
- 23. What about Social Media? Is Facebook or Twitter a CRM? 11/13/2009 12 Effective Contact/Donor Management
- 24. What about Social Media? Is Facebook or Twitter a CRM? NO, but… Your strategy may need to include these tools 11/13/2009 13 Effective Contact/Donor Management
- 25. Session Goals Learn why you might want to use a contact/donor management system Evaluate what to look for Look at a few typical systems Getting Starting with Planning 11/13/2009 14 Effective Contact/Donor Management
- 26. Evaluate what to look for 11/13/2009 15 Effective Contact/Donor Management
- 27. 3 General Types of Systems Traditional: locally installed on a network Example: Raiser’s Edge Web-installed: need a web hosting provider Example: CiviCRM Software-as-a-Service (SaaS): all on-line, vendor provides hosting Example: Salesforce 11/13/2009 16 Effective Contact/Donor Management
- 28. Traditional Installed Systems 11/13/2009 17 Effective Contact/Donor Management
- 30. Often issues with multiple offices
- 31. Usually require strong network support , hardware
- 33. Run faster than web-based solutions
- 34. Rich graphical interfaces
- 35. User-friendly
- 36. Don’t depend on web connection
- 37. More choices11/13/2009 18 Effective Contact/Donor Management
- 38. Web-installed Systems 11/13/2009 19 Effective Contact/Donor Management
- 40. Cross-platform
- 41. Can Integrated with your web site
- 42. Customizable
- 43. Requires tech knowledge
- 44. Need a reliable hosting provider
- 45. Need to keep up-to-date (security fixes)
- 46. Slower than desktop systems11/13/2009 20 Effective Contact/Donor Management
- 47. Software-as-a-Service Systems 11/13/2009 21 Effective Contact/Donor Management
- 49. Cross platform
- 50. Vendor handles hosting, backup, upgrades
- 51. Pay only for what you use
- 52. Data lives somewhere else
- 53. You give up control (could be good too)
- 54. Slower than desktop systems
- 55. Integration can be difficult11/13/2009 22 Effective Contact/Donor Management
- 56. Two...or More...Types of License Proprietary Pay once, license by user, pay for updates SAAS: pay annually Open development features Charitable donation Open Source Open, but on proprietary platform Complete Open source solution 11/13/2009 23 Effective Contact/Donor Management
- 57. Choosing a System:Start With Functions You Need Donation tracking ? Donate online web site? Accounting system? Excel? Databases? Email lists? Web sign-ups? Survey monkey? 11/13/2009 24 Effective Contact/Donor Management
- 58. Make an “Evaluation Matrix” or… 11/13/2009 25 Effective Contact/Donor Management
- 59. Idealware Donor Software Guide http://www.idealware.org/low_cost_donor/ download.php - it’s FREE!!! 11/13/2009 26 Effective Contact/Donor Management
- 60. Session Goals Learn why you might want to use a contact/donor management system Evaluate what to look for Look at a few typical systems Explore where to go from here 11/13/2009 27 Effective Contact/Donor Management
- 61. Mission Research Giftworks Demo 11/13/2009 28 Effective Contact/Donor Management http://www.missionresearch.com/giftworks/knowcenter/ Giftworks intro sessions:
- 62. Donors Page 11/13/2009 29 Effective Contact/Donor Management
- 63. Donor Summary 11/13/2009 30 Effective Contact/Donor Management
- 64. Maintain Contact Details 11/13/2009 31 Effective Contact/Donor Management
- 65. Flexible Relationships 11/13/2009 32 Effective Contact/Donor Management
- 66. Donations and Activities 11/13/2009 33 Effective Contact/Donor Management
- 67. Reporting via Smartlists 11/13/2009 34 Effective Contact/Donor Management
- 68. “Smartlists” feed mailings, reports 11/13/2009 35 Effective Contact/Donor Management
- 69. Smartlists feed mailings, reports
- 70. 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 11/13/2009 37 Effective Contact/Donor Management
- 71. Open Source Suite of Tools… 11/13/2009 Effective Contact/Donor Management 38 …plays well with others
- 72. Contact Info 11/13/2009 Effective Contact/Donor Management 39
- 73. More details 11/13/2009 Effective Contact/Donor Management 40
- 74. Donor info 11/13/2009 Effective Contact/Donor Management 41
- 75. Member Management 11/13/2009 Effective Contact/Donor Management 42
- 76. Activities and Phone calls 11/13/2009 Effective Contact/Donor Management 43
- 77. Event Sign up and other tracking 11/13/2009 Effective Contact/Donor Management 44
- 78. Now…with Reports! 11/13/2009 Effective Contact/Donor Management 45
- 79. Sample report 11/13/2009 Effective Contact/Donor Management 46
- 80. Salesforce Demo 11/13/2009 47 Effective Contact/Donor Management Learn more about the nonprofit donation program here: weekly webinar
- 81. Contact Information 11/13/2009 48 Effective Contact/Donor Management
- 82. Contact Information (continued) 11/13/2009 49 Effective Contact/Donor Management
- 83. Contact Information (continued) 11/13/2009 50 Effective Contact/Donor Management
- 84. Recording a Donation 11/13/2009 51 Effective Contact/Donor Management
- 85. Sample Report 11/13/2009 52 Effective Contact/Donor Management
- 86. Session Goals Learn why you might want to use a contact/donor management system Evaluate what to look for Look at a few typical systems Getting Starting with CRM Planning 11/13/2009 53 Effective Contact/Donor Management
- 87. Common 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 constituents Adapted from Darrell Rigby, Frederick Reichheld, Phil Schefter, “Avoiding the 4 Perils of CRM,” HBR Feb 2002(!) 11/13/2009 54 Effective Contact/Donor Management
- 89. Establish contact and donor outreach strategies
- 92. Match Features to Staff resources http://www.flickr.com/photos/flyforfun/ 11/13/2009 55 Effective Contact/Donor Management
- 94. Set practical, measurable goals (SMART)
- 95. Budget realistically: first year, recurring expenses
- 96. Get senior management, board support
- 97. Think in Campaignshttp://www.flickr.com/photos/flyforfun/ 11/13/2009 56 Effective Contact/Donor Management
- 98. Do Your Homework! Idealware Donor Software Guide - get it ASAP http://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 11/13/2009 Effective Contact/Donor Management 57
- 99. Session Goals - Review Learn why you might want to use a contact/donor management system Evaluate what to look for Look at a few typical systems Getting Starting with CRM Planning 11/13/2009 58 Effective Contact/Donor Management
- 100. Today’s Presentation? 11/13/2009 Effective Contact/Donor Management 59
- 101. Q&A and Thanks! Steve Backman, sbackman@dbdes.comSteve 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, mbaizman@rootcause.orgMarc is Information Technology Manager for Root Cause and has previously worked as Senior Project Manager for Npower. 11/13/2009 Effective Contact/Donor Management 60
- 102. Activity: Meet your CRM neighbors! Do you have a CRM or DMS at your org? What is it? (DonorPerfect, Raiser’s Edge, etc) Are you happy with it? Why or why not? Are you CRM 2.0? Why? 11/13/2009 61 Effective Contact/Donor Management
Notas del editor
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- MEffective Contact and Donor Management - What's New Many small and medium sized nonprofits wrestle with older contact management systems or no system at all. This workshop will survey new opportunities that could help organizations overcome the obstacles of costs, resources and complexity of change. Participants will learn about: • the new generation of contact and donor databases and how to get started evaluating them • how to consider costs and benefits of integrating web forms, such as event registration or donations, with internal databases • cloud computing such as Salesforce's nonprofit edition or Convio's common ground or and how these can reduce the overhead for effective contact management • better integration of donor lists with email newsletter lists and social networking pages
- M Effective Contact and Donor Management - What's NewMany small and medium sized nonprofits wrestle with older contact management systems or no system at all. This workshop will survey new opportunities that could help organizations overcome the obstacles of costs, resources and complexity of change. Participants will learn about: • the new generation of contact and donor databases and how to get started evaluating them • how to consider costs and benefits of integrating web forms, such as event registration or donations, with internal databases • cloud computing such as Salesforce's nonprofit edition or Convio's common ground or and how these can reduce the overhead for effective contact management • better integration of donor lists with email newsletter lists and social networking pages
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- M Effective Contact and Donor Management - What's NewMany small and medium sized nonprofits wrestle with older contact management systems or no system at all. This workshop will survey new opportunities that could help organizations overcome the obstacles of costs, resources and complexity of change. Participants will learn about: • the new generation of contact and donor databases and how to get started evaluating them • how to consider costs and benefits of integrating web forms, such as event registration or donations, with internal databases • cloud computing such as Salesforce's nonprofit edition or Convio's common ground or and how these can reduce the overhead for effective contact management • better integration of donor lists with email newsletter lists and social networking pages
- They may all look the same on the outside, but they’re not!
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- M Go back 10-15 years, this was the only option. Raiser’s Edge, etc. Also, there are cheaper options (style of pogram). Not necessarily bad – for intensive donor tracking, on-line systems not as good
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- Lots of pieces, but you can assemble what you want (if you know how)
- M Like a Porsche - with hood welded shut!
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- M Using 1.0 model here for now
- M This isn’t hard! Just use Excel!
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- Effective Contact and Donor Management - What's NewMany small and medium sized nonprofits wrestle with older contact management systems or no system at all. This workshop will survey new opportunities that could help organizations overcome the obstacles of costs, resources and complexity of change. Participants will learn about: • the new generation of contact and donor databases and how to get started evaluating them • how to consider costs and benefits of integrating web forms, such as event registration or donations, with internal databases • cloud computing such as Salesforce's nonprofit edition or Convio's common ground or and how these can reduce the overhead for effective contact management • better integration of donor lists with email newsletter lists and social networking pages
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- M Effective Contact and Donor Management - What's NewMany small and medium sized nonprofits wrestle with older contact management systems or no system at all. This workshop will survey new opportunities that could help organizations overcome the obstacles of costs, resources and complexity of change. Participants will learn about: • the new generation of contact and donor databases and how to get started evaluating them • how to consider costs and benefits of integrating web forms, such as event registration or donations, with internal databases • cloud computing such as Salesforce's nonprofit edition or Convio's common ground or and how these can reduce the overhead for effective contact management • better integration of donor lists with email newsletter lists and social networking pages
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- Effective Contact and Donor Management - What's NewMany small and medium sized nonprofits wrestle with older contact management systems or no system at all. This workshop will survey new opportunities that could help organizations overcome the obstacles of costs, resources and complexity of change. Participants will learn about: • the new generation of contact and donor databases and how to get started evaluating them • how to consider costs and benefits of integrating web forms, such as event registration or donations, with internal databases • cloud computing such as Salesforce's nonprofit edition or Convio's common ground or and how these can reduce the overhead for effective contact management • better integration of donor lists with email newsletter lists and social networking pages
- Optional: probably drop.We could do the continuum exercise where people line up in different areas based on satisfaction level (happy/unhappy) and system name (SF, DonorPerfect, Blackbaud, etc). Marc could lead this.