turning a crm vision into reality - room to read and heller consulting
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Building a CRM VisionInto RealityNovember 15, 2016
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About Heller Consulting
Experience Places People Focus20 Years
1,500+ Clients 3,000+ Projects
San FranciscoChicago
New YorkBostonAustin
35 People:SmartSkilled
Committed
Serve solely nonprofits
All consultants have worked in
nonprofits
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Connecting your systems
• CRM planning and software selection
• Systems Implementation• Optimizing your current
software
Connecting your team
• Streamlining business processes
• Change management solutions
• Team configuration and training
Connecting your community
• Direct response strategy
• Campaign creation• Engaging & activating
supporters
Heller’s Skills
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Clients Include
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White Papers: TeamHeller.com/resources/
Engagement Strategy• Marketing Automation• Taking Engagement Seriously• CMS Platforms: A Guide for
Nonprofits
CRM• State of CRM Whitepaper • Making Your CRM Aspiration a
Reality• CRMready Workshop• Engaging Constituents: Your
Strategies and CRM• Business Intelligence Tools
Review• Integrated Suites Review
Salesforce• Fundraising App Review Paper• NGO Connect: Maximizing its
Potential• NGO Connect & NPSP:
Choosing the Right Solution for You
• Advancement Connect: Advancement Solution for Higher Education
Please visit TeamHeller.com/resources/
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About Room to Read
We envision a world in which all children can pursue a quality education that enables them to reach their full potential and contribute to their communities and the world.
Room to Read seeks to transform the lives of millions of children in developing countries by focusing on literacy and gender equality in education. Working in collaboration with local communities, partner organizations and governments, we develop literacy skills and a habit of reading among primary school children, and support girls to complete secondary school with the relevant life skills to succeed in school and beyond.
Room to Read believes that World Change Starts with Educated Children.®
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The CRM Vision
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This is your current situation.
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The Disconnected Nonprofit
• Disconnected Constituent Records Stranded in Disconnected Systems
• Miscommunication, missed opportunity, compromised constituent experience, trust erosion
This is the impact on your constituents and you.
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Constituent Engagement Strategy
• How do we want to relate to our constituents?
• How do we want then to relate to each other?
• How do we want them to relate to us?
• How can we all do more together?
Putting the constituent at the center of your thinking.
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CRM Vision: The Connected Nonprofit
Mission
Donor Online Engagement
Guided by engagement strategy…
…Systems aligned, one record per
constituent
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Room to Read’sCRM Vision
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What is a CRM Roadmap?
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It’s a practical Planfor achieving your
CRM Vision
What is a CRM Roadmap?
It’s a Process for collaborating on and socializing the CRM opportunity at your
organization
It’s an Opportunityto articulate your
organization’s CRM Vision
12
3
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CRM Roadmap: Contents
• CRM Vision• Constituent Engagement Journey• Technology & Operations Assessments• User Stories & Business Requirements• Solution Selection• Phased Adoption Approach• Platform & System Architecture• Implementation Plan• Project & Future Staffing• Change Management & Communication Plan• Business Case
CRM Roadmaps don’t always, or even usually, contain all of
these items.
Tailor to the needs of your nonprofit.
!!!
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Why do a CRM Roadmap?
Answers key questions for staff, management, board, stakeholders:
WHAT are we doing?
HOW are we doing this?
WHO is doing each piece?
WHEN will each piece happen?
WHY are we doing this? CRM Vision!
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Room to Read’sCRM RoadmapExperience
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CRM Roadmap in Detail: Phased Adoption Approach
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CRM Roadmap: Phased Adoption Approach
Legacy CRM
Legacy Email
Legacy Online
Donations
National Online
Presence
Campaign Online
Presence
Chapter Online
Presences
6
12
3
4
5
General Ledger
Missions &
ProgramsA
BC
Chapter “CRM” Systems
Current Systems
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Phase 1 End Point
CRM
General Ledger
Consolidated Online
Presence
Missions &
ProgramsA
BC
Chapter “CRM” Systems
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Final End Point (Last Phase)
CRM
General Ledger
Consolidated Online
Presence
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Criteria for Phasing
Key Questions• What are the best opportunities?• Where is the primary pain?• Shortest course?• Greatest impact?• Establishing foundation for future
success
Key Considerations• Prioritize high-impact and
high-urgency work• Consider technical or
system present-state• Adjust for organization
readiness & calendar
?
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Phases split challenges into manageable parts
Plan for clear milestones that allow you to communicate success and progress
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CRM Roadmap: Platform & System “Architecture”
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Before
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After
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Before
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After
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R2R Architecture Goals
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Implementation Plan
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Implementation Plan (used in each Phase)
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Transition from Roadmap to Implementation
Changing from the planning phase to the implementation phase takes communication.
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Change Management, Communication, & Transition Plan
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Change Management
The PEOPLE portion of the project!
http://bit.ly/1S9jR7V
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Prepare for changes
Have clear strategies and goals, and your path to achieve them can safely shift along the way.
Managing change in the organization, as well as in the roadmap if needed.
Executive Sponsorship!
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Expect the unexpected
There are always surprises and challenges.
Refer back to your strategies and goals to adjust plans and immediate priorities.
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510-841-4222 TeamHeller.com510-841-4222 TeamHeller.com