Best Practices in CRM for Nonprofits

Your Presenters:

Mike Spear Dir. Platform Engagement

StayClassy

Taksina Eammano VP of Product Management

roundCorner

Keith Heller Principal & CEO

Heller Consulting

Niels Petiet Principal

roundCorner

Today’s Agenda:

1.  About Heller Consulting and roundCorner

2.  CRM for Nonprofits: The Why and How

3.  Pitfalls and Benefits

4.  Indicators of Success

5.  roundCause & StayClassy

6.  Dreamforce and Beyond

7.  Q & A

Agenda

Connecting your systems •  CRM planning and

software selection •  Systems

Implementation •  Optimizing your

current software

Connecting your team •  Bringing people and

process together •  Change

management solutions

•  Team configuration and training

Connecting your community •  Social Media

strategy •  Building online

communities •  Activating

supporters

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

roundCorner,  Inc.  Confiden.al  

5  

   

Services  

   

Support  

   

Product  Subscrip0on  

SI  Partner  

SI  Partner  

SI  Partner  

•  Products:  roundCause,  Events,  Volunteers,  Biographical  

•  AppExchange  Lis.ng  Q4  2013  

•  R&D  budget  =  40%  of  revenue  last  2  years  

•  Partner  Led  Implementa.ons  &  Services  revenue  

•  Specializa.ons  in  Data  and  Architecture  

•  Establishing  SI  Alliances  

•  Long-­‐term  Managed  Services  &  Support  

•  All  roundCause  customers  are  “Managed  Services”  customers  

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    

What is CRM for NGOs?

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

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

 

What is your organization’s definition of CRM?

•  CRM as a Strategy (~half-dozen) — An active strategy for cultivating, engaging with and expanding constituent communities

•  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

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.

Strategy  

CRM as Strategy

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    

The Disconnected Non Profit

•  Disconnected  Cons.tuent  Records  Stranded  in  Disconnected  Systems  

 •  Miscommunica.on,    

missed  opportunity,  compromised  cons.tuent  experience,    trust  erosion  

Constituent Engagement Strategy

 •  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?  

Putting the Constituent at the Center of your Thinking

The Connected Non Profit

Systems  aligned, one  record

per  cons0tuent  

Guided  by  CRM  strategy…    

Making The Case For CRM

Articulating the CRM Opportunity

•  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

Translating General Benefits to Your Organization

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

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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  

•  Expert  Services  Team  •  Specializa.ons  in  Data  and  Architecture  

•  Partner  Led  Implementa.ons    

•  Products:  roundCause,  Events,  Biographical  

•  AppExchange  Lis.ng  •  R&D  budget  =  40%  of  revenue  last  2  years  

•  Long-­‐term  Managed  Services  &  Support  

•  Campaign  Support  •  Advanced  Analy.cs  •  Data  Hygiene  

Customers

Nonprofit  Higher  Educa.on  Founda.ons    25  Top  Tier  Schools    Expanded  Focus  to  Nonprofit  In  2010    

roundCause  Built  to  Scale  

Integrated  Pladorm  

22  Data  Architecture  |  Process  Enablement  |  Single  Source  of  Truth  

roundCause  StayClassy  Demo    

23  

DEMO

Join us at Dreamforce

#dreamclassy www.stayclassy.org/df13

Thank You !!!

Mike Spear Dir. Platform Engagement

StayClassy

Taksina Eammano VP of Product Management

roundCorner

Keith Heller Principal & CEO

Heller Consulting

Niels Petiet Principal

roundCorner