Best Practices in CRM for Nonprofits - Webinar with StayClassy, roundCorner and Heller Consulting
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The document outlines best practices in customer relationship management (CRM) specifically tailored for nonprofits, highlighting key strategies and common challenges faced by these organizations in implementing effective CRM solutions. It discusses the benefits of CRM, its role in enhancing constituent engagement, and the impact on organizational efficiency and fundraising efforts. Additionally, it introduces Roundcorner and Heller Consulting as key players in providing CRM solutions to nonprofits, ensuring alignment within their systems and fostering better relationships with constituents.
Best Practices in CRM for Nonprofits - Webinar with StayClassy, roundCorner and Heller Consulting
- 1. Best Practices in CRM for Nonprofits
- 2. Your Presenters: Mike Spear Dir. Platform Engagement StayClassy Keith Heller Principal & CEO Heller Consulting Taksina Eammano VP of Product Management roundCorner Niels Petiet Principal roundCorner
- 3. Today’s Agenda: 1. 2. 3. 4. 5. 6. 7. About Heller Consulting and roundCorner CRM for Nonprofits: The Why and How Pitfalls and Benefits Indicators of Success roundCause & StayClassy Dreamforce and Beyond Q&A Agenda
- 4. 17 Years Experience, 900 Clients, 1,800 projects San Francisco, Chicago, New York, Boston 20+ Salesforce.com-certified, 6+ PMP Certified Staff Exclusively Serving Nonprofits TeamHeller.com FollowingFactory.com Connecting your systems Connecting your team Connecting your community • CRM planning and software selection • Systems Implementation • Optimizing your current software • Bringing people and process together • Change management solutions • Team configuration and training • Social Media strategy • Building online communities • Activating supporters
- 5. roundCorner is a product and services company focused on delivering Salesforce.com to mid and enterprise nonprofit customers. The rC Team has been in the Salesforce ecosystem since 2003 and has delivered over 80,000 users to the market. • roundCorner is 4 years old (founded September 2009) • 2012 Revenue $4M, 2013 Projected Revenue $5.5M • Team: 40 in US (Boston, NYC, Philadelphia, San Fran), 17 Offshore Product Subscrip0on • Products: roundCause, Events, Volunteers, Biographical • AppExchange Lis.ng Q4 2013 • R&D budget = 40% of revenue last 2 years Services SI Partner SI Partner SI Partner • Partner Led Implementa.ons & Services revenue • Specializa.ons in Data and Architecture • Establishing SI Alliances roundCorner, Inc. Confiden.al Support • Long-‐term Managed Services & Support • All roundCause customers are “Managed Services” customers
- 6. What is CRM for NGOs?
- 7. Insights into CRM for Nonprofits How nonprofits are approaching Constituent Relationship Management (CRM) to overcome challenges and meet their goals • The challenges nonprofits are facing in implementing a CRM strategy or system • How nonprofits believe CRM will help in strategic areas • Top advice from nonprofits on moving toward a CRM initiative
- 8. The Project and Participants • Why ─ Understand enterprise NPO’s perception of, and progress with, CRM • • • • • • • • • • • • • • • • • • • • • • • • How ─ Structured interviews with execs • Who ─ CIOs, CDOs, COOs, CMOs • Where ─ 30 NPOs • Results ─ paper, articles, blog posts Alzheimer’s Association National Office American Heart Association American Lung Association Children’s Miracle Network Hospitals Church World Service Conservation International Doctors Without Borders Environmental Defense Fund Feeding America International Rescue Committee Jewish National Fund JDRF The Leukemia and Lymphoma Society March of Dimes Mothers Against Drunk Driving The National Multiple Sclerosis Society National Park Foundation National Urban League Oxfam America PETA Foundation Smile Train U.S. Olympic Committee WWF-Canada
- 9. What is your organization’s definition of CRM? • CRM as a Software System (~1/2) — A database and related business processes • CRM as Customer Service (~1/3) — A focus on constituent service and managing relationships • CRM as a Strategy (~half-dozen) — An active strategy for cultivating, engaging with and expanding constituent communities
- 10. CRM as Strategy Strategy Pro-actively engaging constituents where they already “reside / congregate ” to expand the reach and delivery of the organization’s mission. • Interactions initiated and driven by both the constituents and the organization. • Organization engages with broad number and type of constituents. • Organization can be more adaptive, responsive and accurate with engagement. • Can involve more organization staff, each engaged in pro-active outreach appropriate for their responsibility • Require planning, communication and coordination within the organization. • More fully engages both internal staff and external constituents in expanding the impact of the organization’s mission.
- 11. Data Silos Lots of cons0tuent touch points that don’t touch each other Helping your whole organiza0on know what the parts only know in part
- 12. The Disconnected Non Profit • Disconnected Cons.tuent Records Stranded in Disconnected Systems • Miscommunica.on, missed opportunity, compromised cons.tuent experience, trust erosion
- 13. Constituent Engagement Strategy Putting the Constituent at the Center of your Thinking • How do we want to relate to our cons0tuents? • How do we want them to relate to us? • How do we want then to relate to each other? • How can we all do more together?
- 14. The Connected Non Profit Guided by CRM strategy… Systems aligned, one record per cons0tuent
- 15. Making The Case For CRM
- 16. Articulating the CRM Opportunity Translating General Benefits to Your Organization • How does having a single system support: • Constituents ― better service • Users ― 360-degree view • Information – Reports, Dashboards, BI • IT ― single system to support • Strategy – more of your mission delivered more effectively
- 17. CRM Success Indicators External • Reach – You’ll touch more people • Engagement – Relationships will go deeper • Results – Your mission is having a broader, deeper impact and you’ll raise more money. Internal • (Efficiency) – You’ll work smarter • (Reporting) – You can measure what’s happening
- 19. roundCorner is a product and services company focused on delivering Salesforce.com to mid and enterprise nonprofit customers. The rC Team has been in the Salesforce ecosystem since 2003 and has delivered over 80,000 users to the market. • roundCorner is 4 years old (founded September 2009) • Team: 40 in US (Boston, NYC, Philadelphia, San Fran), 17 Offshore • Privately funded and supported by Salesforce.com • Products: roundCause, Events, Biographical • AppExchange Lis.ng • R&D budget = 40% of revenue last 2 years • Expert Services Team • Specializa.ons in Data and Architecture • Partner Led Implementa.ons 19 • Long-‐term Managed Services & Support • Campaign Support • Advanced Analy.cs • Data Hygiene
- 20. Customers Nonprofit Higher Educa.on Founda.ons 25 Top Tier Schools Expanded Focus to Nonprofit In 2010
- 21. roundCause Built to Scale
- 22. Integrated Pladorm Data Architecture | Process Enablement | Single Source of Truth 22
- 23. roundCause StayClassy Demo DEMO 23
- 24. Join us at Dreamforce #dreamclassy www.stayclassy.org/df13
- 25. Thank You !!! Mike Spear Dir. Platform Engagement StayClassy Keith Heller Principal & CEO Heller Consulting Taksina Eammano VP of Product Management roundCorner Niels Petiet Principal roundCorner