For the full video of this webinar, please visitTeamHeller.com/webinar-nonprofit-crm-roadmaps-planning-path/

Building CRM Roadmaps for Nonprofits July 28, 2016

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

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

Clients Include

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/

The CRM Vision

This is your current situation.

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.

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.

CRM Vision: The Connected Nonprofit

Mission

Donor Online Engagement

Guided by engagement strategy…

…Systems aligned, one record per

constituent

What is a CRM Roadmap?

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

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.

!!!

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!

CRM Roadmap in Detail: Phased Adoption Approach

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

Phase 1 End Point

CRM

General Ledger

Consolidated Online

Presence

Missions &

ProgramsA

BC

Chapter “CRM” Systems

Final End Point (Last Phase)

CRM

General Ledger

Consolidated Online

Presence

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

?

CRM Roadmap: Platform & System “Architecture”

Before

After

Before

After

Implementation Plan

Implementation Plan (used in each Phase)

Change Management & Communication Plan

Change Management

The PEOPLE portion of the project!

http://bit.ly/1S9jR7V

Hello!

• At a critical stage! Moving from design to build & config

• Have been on a year+ long journey to build new platform

• Chose Salesforce as solution to support all revenue streams

• Working with Heller as a strategy and implementation partner

Project Readiness

• Compiled a list of 80 key items to be completed for project readiness

• Criteria created by the project team. Vetted by the sponsor.

• List included items from every stakeholder group

• Stakeholders will get are more in-depth review of relevant items during upcoming committee meetings

Project is a GO!

80 key items for readiness

• 59 item completed• 21 items in progress

CRM Project Intranet - Hungernet

Communication, Governance, Change Control

Sample Communication Plan

Consistent, accurate , actionable communication

Major milestones communicated widely

External Communication announce new programs or features (if applicable)

Project Charter

It is the goal of this project to create a system which provides a 360 degree view of constituents, allows for the management of the many facets of our donors, enables the possibility for the creation of deeper relationships with our constituents, and creates a venue for more consistent, targeted donor engagement.

Additionally, a new CRM will provide us opportunity to create new processes, policies, procedures and a governance structure that will allow for the ongoing effective maintenance of the system for years to come. Needed growth to achieve 2025 goals is unsustainable with the current system.

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