blackbaud crm after go-live
DESCRIPTION
By Aileen SandovalTRANSCRIPT
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CRM: Life After Go LivePRESENTED BY AILEEN SANDOVAL
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A successful project does not guarantee
success.
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Presentation Objectives:
1. How to prepare for Go-Live, and the post Go-Live period
2. What you can & should do to help you be successful
3. How to transition from project mode to growth mode
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Getting to Go-Live
You Project Team
SupportStrategic Services
•Who are they?
•What is their purpose?
•How do they help?
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Getting to Go-Live
4 months
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Getting to Go-Live
The Project Implementation Team
You
Project Team
SupportStrategic Services
Go-Live Help
•Risk Register
•Cut-over Plan
•GLAT
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1. Re-visit your risk register (the Sleep Easy plan)• Create a mitigation plan for all outstanding items• Revisit every 2 – 3 weeks
2. Take cut-over planning seriously• Talk through everything that has to happen – 6 & 6• Work with vendors to create back-up plans• Set realistic expectations with executives
3. Work with GLAT• Go Live Assurance Team• Dedicated to your go-live success• Experienced with go-lives, quick responses
Getting to Go-LiveProject Team, 4 months before go-live:
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Getting to Go-Live
The Support Team
YouProject. Team
Support
Strategic Services Go-Live
Help
•Help Desk Readiness•Support Planning•Dedicated Tech Acct Mgr •24/7 Access•Project Lead Expertise•Escalation to R&D•Customization Support•Hosting Support
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1. Let your Technical Account Manager (TAM) be your advocate• Build the relationship• Knows your systems & business practices
2. Conduct Help Desk Readiness Assessment • Complete 2 months before Go-Live• Identify SMEs throughout your organization - not just on your
help desk• Build frontline support. Your help desk is not your first tier of
internal support – it is your final tier.
3. Work with TAM to train your Help Desk team on CRM• Effectively triage issues• Resolve users most critical needs first• Recognize trends in questions and/or issues reported
Getting to Go-LiveSupport, 4 months before go-live
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Getting to Go-Live
The Strategic Services Team
Go-Live Help
•Ease the strain of Go-Live•An extension of your team•Supplemental Staff•Flexible agreements•Optimize CRM•Super-charge campaign management
YouProject Team
Support
Strategic
Services
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1. Try short term agreement during Go-Live• Manage campaigns with drop dates within go-live window• Staff supplementation for ‘catch up’ work• Avoid the Finder Number Gotcha Game
2. Retainer contract for business intelligence needs• Learn to leverage 360-degree constituent information• Automated, sophisticated campaign reporting• Integrate new data sources into fundraising strategy
3. Be Creative• Strength is expertise & flexibility
Getting to Go-LiveStrategic Services, 4 months before go-live:
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Getting to Go-Live
YouProject Team
Support
Strategic
Services
Go-Live Help
•Blackbaud knows the system, but no one knows your organization better than you.
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Go-Live
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Go-Live
3weeks
Final Conversion
End User (Functional) Training
Internal Hand-off
General Release (Go Live Day)
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•Supplement your staff
•Prep for first ‘big pull’
•Plan execution for data uploads
•High alert during go-live
•Resolve issues with increased focus
•TAM may visit on-site
•On-site, targeted support
•Hands-on issue resolution
•Coordinate communications
•Coordinate daily stand-up with internal teams, Strategic Services & Support
Go-Live
YouProject Team
SupportStrategi
c Services
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Go-LiveYou: • Get plenty of sleep
• Most common issues are security / permissions
• Most troublesome issues are usually related to the person under the umbrella
• Whenever possible, avoid scheduling high-volume direct mail pulls for 2 – 3 weeks after go-live
• Set clear expectations with executive teams
• Expect long days and plan for overtime
• Lead with grace and humor
YouProjec
t Team
Support
Strategic
Services
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We’re live. Now we SNaG.
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SNaG-ing ROI
90days
Stabilize (0 – 30)
Normalize (31 – 90)
Grow (90+)
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MO
RA
LE
&
P
RO
DU
CT
IVIT
Y
Current Performance
Flashback: The Change cycle Future
Performance
TIME
Denial
Bargaining Resistance
Acceptance
Act
Anger
Commitment
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Change Cycle – The SequelGrow
Denial
Bargaining Resistance
Acceptance
Act
Anger
Commitment
Stabilize
Normalize
Go Live
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SNaG-ing ROI
0-30Stabilize
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• Meet regularly to review Support cases…………
SNaG-ing: Stabilize – 0 to 30 days
• Provide hands-on support to your internal campaign and data management team
• Coordinate and manage Acknowledgements for revenue received during cut-over
• Resolve open issues
• Transition customizations to Support
YouProject Team
SupportStrategi
c Services
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• Your TAM reviews your open Support cases daily
• Monitors all cases against support standards
• Automatically alerted on “critical” cases
• For escalated critical cases: :o Confirms with you that an issue
is “critical”o Work with you to understand
impact and set expectationso Internally, drives case to
resolutiono Communicates progress &
resolution
SNaG-ing: Stabilize – 0 to 30 days
YouProject Team
SupportStrategi
c Services
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• Prioritize. Is it a critical, revenue generating business process?
• Yes - Not functioning or prevented from functioning? = Critical
• Yes - Functioning but delayed or impeded? = Problem
• Yes - Annoying and burdensome? = Defer• No? = Defer
• Have a backup plan for critical reports
• Pace yourself and your teams. Remember – this is a long-term proposition.
• Empower your teams. As great as Blackbaud is, we will never be as good at your mission as you are.
SNaG-ing: Stabilize – 0 to 30 days
YouProject Team
Support
Strategic
Services
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SNaG-ing ROI
31-90Normalize
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• Support your Experts, and expand internal support skill sets
• Supplement staff and provide support during ‘Firsts’:
• First monthly credit card / direct debit run
• First Month-end Financials• First Quarter-end Financials• First environment refresh• First service pack
SNaG-ing: Normalize – 31 to 90 Days
YouProject Team
SupportStrategi
c Services
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• DO NOT meet every day to review issues. Consciously reduce pressure.
• Do meet regularly with your TAM, Strategic Services Relationship Manager, and Sponsor
• Recognize and celebrate the ‘new normal.’
• Catch up on PTO
SNaG-ing: Normalize – 31 to 90 Days
YouProject Team
Support
Strategic
Services
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SNaG-ing ROI
90+GROW!
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SNaG-ing: Grow - 90+ days
(This is the most important part.)
GROW
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• Enhance campaign efficacy with data services
• Grow donor base through acquisition services
• Enable strategic growth through strategic services
• Plan upgrades
• Monitor product road map
• Engage in future-phase projects and customizations
• Advanced Training
SNaG-ing: Grow - 90+ days
YouProject Team
SupportStrategic Services
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• Invest in skill building. • Integrate CRM skills into competency
assessments • Change job descriptions
• Develop a plan to onboard new staff
•Establish self-governing user groups
•Communicate, communicate, communicate
• Confirm your governance model• How will you determine the mid and long
term path of the system?
• Measure your success. Measure against your project metrics……..
SNaG-ing: Grow - 90+ days
YouProject Team
Support
Strategic
Services
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• Plan for and create new metrics. • Identify a new campaign that will leverage
all aspects of CRM • Segments & Smart Fields• Finder numbers & Source codes• Scoring, etc.
• Compare old to new: • Production time & mailing stats• Response Rates & Revenue
• Benchmark operational tasks (Six Sigma)• Measure your progress at improving
efficiency.• Before go-live, at go-live, and then monthly • Measure effort and volume
SNaG-ing: Grow - 90+ days
YouProject Team
Support
Strategic
Services
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• Recognize efficiencies gained. Publish a running list of tasks that have been eliminated, or are rarely performed due to improvements in business processes.
• Create and follow an upgrade plan. Blackbaud can work with you to develop and manage your plan.
• Blackbaud will always be your partner, but YOU must push the limits of your system. CRM was designed to be flexible and change with your needs. Plan for change!
• Dream big!
• Come to bbcon! Austin 2015!!!!
SNaG-ing: Grow - 90+ days
YouProject Team
Support
Strategic
Services
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Grow – CRM Community
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A successful project doesn’t guarantee
success. You must plan for growth. #bbcon
35 #bbcon
Tweet this now
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36 #bbcon
Don’t forget to complete a session survey! Each completed survey enters you into a drawing to win a complimentary registration to bbcon 2015 in Austin, Texas*.
*Blackbaud reserves the right to change or withdraw this promotion at any time, without advance notice. Promotion has no cash value and may not be exchanged, applied to, or combined with any other offer.
Are you pumped up and ready to go?