Building CRM Roadmaps for Nonprofit Organizations - Heller Consulting

Building CRM Roadmaps for Nonprofits March 8, 2016

For more information on how to prepare your organization for a CRM initiative, please download Making Your CRM Aspiration a Reality TeamHeller.com/crm-reality/

About Heller Consulting

Experience Places People Focus 20 Years

1,500+ Clients 3,000+ Projects

San Francisco Chicago New York Boston Austin

35 People: Smart Skilled

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 Plan for 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 Opportunity to articulate your

organization’s CRM Vision

1 2

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

1 2

3

4

5

General Ledger

Missions &

Programs A

B

C

Chapter “CRM” Systems

Current Systems

For the complete slide deck and webinar recording, please visit

TeamHeller.com/webinar-building-crm-roadmaps-nonprofits/

510-841-4222 TeamHeller.com 510-841-4222 x153 TeamHeller.com