Planning for Positive Change

with Customer Relations

Management/CRM Software December 12, 2017

Why are we taking this on?

• Collect.

• Organize.

• Analyze.

Can’t measure what you don’t manage

to…

• Enables you to communicate and solicit responses intelligently – better targeting messages

• Identify unique characteristics of your donors and volunteers to use in attracting more just like them

• Measure and manage your results – not just development campaigns, but all aspects of your communications

Provides a 360 degree view:

• Automate standard processes and reports – if technology can do it and eliminate the need for staff/volunteer time, save them for what only people can do

• Reduce the risk of duplications or things being forgotten because the system is held together by “chewing gum and duct tape”

Provides a 360 degree view:

• Automate standard processes and reports – if technology can do it and eliminate the need for staff/volunteer time, save them for what only people can do

• Reduce the risk of duplications or things being forgotten because the system is held together by “chewing gum and duct tape”

Reduce need for manual intervention:

Manage your day

Communicate among your team

Make it yours easily

Understand who is doing what

Collect and connect

donations -seamlessly

Manage and

oversee grant

process

And, keep track of fundraising

• Reducing redundancy.

• Streamlining process.

• Automating where possible.

• Enabling communication.

• Creating auditability and transparency.

• Providing appropriate access – and security.

CRM allows you to do more with less...

Where do we begin?

• What do you need to know about your people –supporters, members, program participants and staff – and their related activities?

• What about organizations?

• How are they related to each other?

• What do you and your team need to work effectively?

• What needs to be collected, protected – or shared?

• How do you prioritize your needs?

With the end in mind:

• Implementation, Vision and Plan• Strong Executive Sponsorship /Creating Buy-In with

Staff• Internal Aptitude• Commitment to Continued Learning• Implementation Resources• Data Migration and Integrity• The Right Tools

What does it take to be successful:Readiness

• This is a commitment and more than just automating your current processes – this will encompass and change your entire organization

• An opportunity to look at what you want to accomplish and not be tied to “how it is done today”

Readiness: Implementation, Vision & Plan

• A chance to make your organization truly scalable by removing the need to manually intervene in every process

• You’ll need to pull together an internal team of official leaders, unofficial leaders and folks who truly understand the nitty gritty of each department (especially the data)

• Have a plan for the transition

Readiness: Implementation, Vision & Plan

• Your ED must be committed to supporting change• Getting buy-in from Department Heads can smooth

the bumps (and there will be bumps)• Selling the concept internally at all levels will make

transition work best

Readiness: Strong Executive Sponsorship

• Who on your staff (at any level) is comfortable with technology and likes to learn.

• Who is that “go to” person when a current system breaks?

• Not necessarily someone with a leadership or even a technical title

• That person can learn the specifics for your CRM -materials will be available and your implementation partner can help

Readiness:Internal Aptitude

• Will be a learning curve and it will take time to transition

• Some people will facilitate – some will try to block progress

• Software and systems get upgraded/new functionality added

• Will need commitment to keeping skills fresh• New staff/volunteers that interact with the system will

need training

Readiness:Commitment to Continued Learning

• Changes may necessitate some new processes to be introduced to clients/participants (for example, online registration for a program, instead of paper form) – be ready to “train” your clients

Readiness:Commitment to Continued Learning

• Work with a partner who understands both CRM AND Nonprofits – and listens

• Build your internal team to include “subject matter experts” – folks who understand:• Business processes• Your data

• Keep lines of communication open

Readiness:Implementation Resources

• This takes some prep – and is worth the effort• No one’s data is perfect• The work up front will pay off with better information and

reports about what is happening with your people and their activities

• “Garbage in, garbage out”• The staff who know your data best is not usually the

“manager” or “director” – it’s the administrative person• Use your knowledgeable resources

Readiness:Data Migration and Integrity

• Technology should support how you need to work – not the other way around

• There are a variety of tools out there - assess what you need first – then pick

• Leverage the expertise of your implementation partner to determine best fit from functionality and ongoing support

Readiness:The Right Tools

• You are a new organization or have very little data beyond names and addresses

• Primary needs – centralize contacts and communicate with folks

• Begin with a lightweight CRM that makes it easy to manage collection and communication – plus audit and report• ActiveCampaign (www.activecampaign.com)

The Right Tools:Just getting started

• You are an organization with “members” that need to self-manage or access info themselves

• Primary needs – manage contacts, donations, members and events – while protecting staff time

• Take advantage of an all-inclusive set of modules that allow you to pick and choose options for you• neonCRM (www.neoncrm.com)

The Right Tools:Managing Members

• You are an organization with a variety of different people – donors, volunteers, program participants and more – engaged with you in a variety of ways

• Primary needs – centralize information plus automate / integrate a variety of silos of info

• Take advantage of a flexible and powerful tool that “gets it” about nonprofits• Salesforce with NonProfit Success Pack- NPSP

(www.salesforce.org)

The Right Tools:Handling Complexity

• There will be tears!• Change is hard• Keep your sense of humor• There is good news once completed

Warning

• Engage entire team early• Ask opinions / collect needs

• Identify potential challenges – and cause• Fear – change or technology?• No time – overwhelmed or lack of time to adapt?• Messenger – objects on principle because of who

delivering?• Use what you know to create plan to neutralize

challenge – not person – and involve in process

Engage, Neutralize … and Win Over

• Show off what types of things may make their lives easier – beyond the standard “collect info on donors and donations”:• Automate notifications and reminders for grant

processes

• Customize reports – and save for future use

• Oversee and reward volunteers

• Manage and analyze events / campaigns

• Capture impact of programs

Accentuate the Positive

• Know what you need to accomplish – and what doesn’t matter

• Engage early and often with your internal team

• Stay connected and communicating with your implementation team

• Focus on the “what” you need to accomplish –and understand the “how” will change

So make sure you do these things…

Remember this one point:

Change is hard – so keep your sense of humor and patience with

your team

Q&AAlso, feel free to reach out to us anytime!

Kevin LaManna: kevin@mondaylovesyou.com or 312-971-3111

Cassie Dennis: cassie@mondaylovesyou.com or 312-973-1112