A journey to a single customer view: why CRM projects are hard but worth it | Digital conference | 27 October 2016

A JOURNEY TO A SINGLE CUSTOMER VIEW: WHY CRM PROJECTS ARE HARD BUT WORTH IT

CHARITYCOMMSDIGITAL CONFERENCE27 OCTOBER 2016

Megan Griffith Gray James Steele

WHO WE ARE

NCVO

We champion the voluntary sector by connecting, representing and supporting voluntary organisations.

We work to help voluntary organisations and volunteers make the biggest difference they can.

www.ncvo.org.uk

WHAT WE WILL COVER:

• Why we invested in a new CRM

• What we learned from our CRM project (what we wished we’d done differently!)

• 2 years on: a fresh set of eyes

WHY?

BETTER RELATIONSHIPS

Image by Steve Bridger / CC BY NC-ND 2.0

#SILOBUSTING

Photo by Yuriy Somov / CC-BY-SA 3.0

BETTER DECISION MAKING

Photo by Vector Open Stock / CC BY-SA 4.0

TO BE ABLE TO ACHIEVE MORE

Photo by amenclinicsphotos ac / CC BY-SA 2.0

WHAT WE LEARNED

IT’S A CHANGE PROJECT, NOT A

TECH PROJECT

Photo by mtarvainen / CC BY-ND 2.0

GET AS MUCH STAFF TIME ONTO

THE PROJECT AS POSSIBLE

Photo by tpsdave / CC0 1.0

UNDERSTAND YOUR PROCESSES (FIRST!)

Photo by Joseph Novak / CC BY 2.0

THE VALUE OF AGILE APPROACHES

Photo by crises_crs / CC BY-NC 2.0

A CRM ‘PROJECT’ NEVER ENDS

Photo by Steve Schnabel /CC BY-NC-ND 2.0

A FRESH SET OF EYES

THE THINGS THAT MAKE WORK

DIFFICULT

Photo by Andy Blackledge / CC BY 2.0

KEEP A FOCUS ON USAGE AND CULTURE

Photo by Toffelginkgo / CC BY-SA 3.0

MAKING BETTER DECISIONS?

Photo by W.Carter / CC BY-SA 4.0

THE IMPORTANCE OF A ROADMAP

Photo by Moyan Brenn / CC BY 2.0

QUESTIONS

Visit the CharityComms website

to view slides from past events,

see what events we have

coming up and to check out

what else we do:

www.charitycomms.org.uk

27 October 2016

London

#charitydigital

Digital

conference