talks Harness the Power of Your Data with

talks! Harness the Power of Your Data with CRM June 24, 2010 Audio is only available by calling this number: Conference Call: 866 -740 -1260; Access Code: 6339392 Sponsored by

Using Ready. Talk • Chat & raise hand • Mute = *6, Unmute = *7 • If you lose your internet connection, reconnect using the link emailed to you. • If you lose your phone connection, re-dial the phone number and re-join. • Ready. Talk support: 800 -843 -9166 Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

You are being recorded… • Streaming into Second Life • This seminar will be available on the Tech. Soup website along with past webinar presentations: – www. techsoup. org/go/webinars • You will receive a link to this presentation, material and links. • After the webinar, you can ask follow-up questions in the Virtual Community Forum: – http: //bit. ly/bc 1 Ztq • Twitter hashtags: #techsoup Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

talks! Harness the Power of Your Data with CRM Sponsored by Presenter: Dean Graham, NPower Pennsylvania

Today’s Speakers Dean Graham NPower Pennsylvania Kami Griffiths Tech. Soup Assisting with chat questions: Becky Wiegand & Stephanie Parker, Tech. Soup Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

Agenda • What is CRM • The benefits • What to include • Examples • Getting started • Choosing a tool • Utilizing the database • Q&A Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

The better your data, the better the story you can tell… Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

CRM Constituent Relationship Management Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

Constituent Not just donors… • • Board Members Volunteers Funders Clients Staff Media Stakeholders Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

How important is this person to you? • A person who volunteered for your organization once? • Someone who gave a one time donation of $50? • Attends a lecture your organization sponsored? • A client of one of your service programs? What if this is all the same person? Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

Relationship • Relationships are built on shared experience – Recognizing and leveraging past interactions Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

Build on what you did together • Who talked to that donor last? What did they talk about? What does your donor care about? Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

Management • How do we capture these relationships? – How many have a “data entry” person? – Do they have the relationship? – Move to a decentralized data entry model Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

What is CRM? • A database • A tool for managing service delivery • A way to document the work you do • Support system for relationship building • An organizational approach to doing business Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

Coin of the Realm • Relationships are our most important assets – Clients – Board members – Volunteers – Staff – Stakeholders • Who owns the relationship? Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

The Traveling Development Director • Move from Organization to Organization • Loss of institutional knowledge • Ownership of the relationship Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

The Engagement Ladder We want to move our constituents up the engagement ladder. How do we do this? Recruit friends/family Upgrade monthly donation Signup for monthly giving Renew single donation Make single donation Write a letter Attend an event High Building Relationships! Sign petition Viral / Tell a friend Send an epostcard Subscribe to e-Alerts Subscribe to e. Newsletter Enter a contest Visit website Low Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

Life without a CRM • Routine program reports are painful to produce • Using paper and chasing down information on service delivery • No easy way to see what’s happening “now” • Get used to guessing about service • Separate, disconnected data files • Duplicate data entry and redundant work • Poor communications and information sharing Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

Life with a CRM • More accurate and predictable budgeting • Clearer picture of relationships with funders, donors, and clients • Helps you know who has done what with whom • Tool for growth for the organization • Can stop cycle of “silo-ed” information • Can help boost your efficiency and effectiveness • May help create a community impact or service never thought of before Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

How can I really leverage this information? Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392 Web Site Intranet Access Database Accounting Excel info Silo Approach

Goals of a Good CRM System • Recording of interactions with multiple constituencies – Volunteers, Clients, Board, Staff, Donors, Funders • Ability to track the ‘shared experience’ • Decentralized data entry – enter the work you do • Part of the fabric of the organization Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

Examples Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

Create a Successful Environment • Identify what success means to you • Establish a need • Start to build buy-in – Executive and organizational • Collect Requirements – inputs • Intakes, forms – outputs • Reports, deliverables – business processes • Understand when, who, and how Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

Build Buy-in LEAD! • L - Listen to the needs of the users • E – Express your vision of the final outcomes • A – Align the system to users needs (WIIFM) • D – Drive the process Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

Organizational Signs of Success • Executive Buy-in • Organizational Buy-in • Active Implementation Participation • A Leader to Lead • Reasonable Expectations • Understand the importance of the Truth • Ultimately understanding what success looks like for your organization and having professional help will ensure a successful outcome. Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

Collect Requirements • Inputs – Intakes, forms • Outputs – Reports, deliverables • Business processes – Understand when, who and how Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

Requirements Approach • Take stock – – What is currently being tracked and by whom What isn’t being tracked but should be What is being reported What is the business process 1. Track what you do 2. Track what you want to do 3. Track everything you can think of Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

Choosing the right system • • Features Cost Ease of Use Flexibility Ease of Implementation Sustainability Data Integration Using a Partner Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

How will it hold up? • Is it Sustainable? – What are the carrying costs? • Cost to implement, TCO – Can you make changes yourself? – How many people do this work? – How are upgrades delivered? Cost? – What does it take to support this product • Server based • Cloud based Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

Integrate Your Data • Open API • Provide “true” integration with web CMS’s. – This means information can flow both ways. From the website into the database, but also the other ways – This provides a way for your constituents to do business with you and that business to be recorded. • A modern seamless connection from consumer to web to database to reporting • Communications – e. Newsletters, email, meetings, requests for information, Donations Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

What to look for… • • System that can capture the “unique” work you do Can it integrate with your other systems I. E. website Support distributed data capture (cloud based? ) Capture the relationship elements – Email – Meetings – Interactions • Provide real time information – reporting and dashboards Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

Don’t Stop • Defend the truth – Data quality – System suitability • Create “Data Entry Standards” documentation Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

Signs you have a good database • Reflects the work of the organization – Built what is needed – You continue to review your needs, your organization changes, your database should too • Your Data is True – Information is correct, complete, trusted • You have someone looking out for the above. • Its being used! Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

Warning! • Creating a CRM system, even if done well is: – Long – Requires a large amount staff time – Intrusive to Organization’s Operations Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

talks! Questions? Submit your questions using the chat box.

Continue the Discussion… • Additional questions can be answered by posting in the Virtual Community Forum: – http: //bit. ly/bc 1 Ztq Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

Get the Most Out of Tech. Soup • At Tech. Soup, you’ll find a range of technology services to help your nonprofit: – Read helpful articles in our Learning Center – Request donated software, hardware, and online services – Join our community forums to learn from your colleagues – Browse upcoming events and conferences Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

Upcoming Webinars • 10 Social Media Tips & Secrets – Thursday, July 8, 11 a. m. Pacific time Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

Thank you to our Webinar Sponsor! Ready. Talk offers dedicated product demos for Tech. Soup organizations 4 times per week. For more information: pages. readytalk. com/techsoup. html Harness the Power of Your Data with CRM Conference Call: 866 -740 -1260 Access Code: 6339392

talks! Thank you! Please complete the post event survey! Kami Griffiths, kami@techsoup. org, 415 -633 -9392