CRM 101
CRM 101
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CRM 101
Introduction Welcome to CRM 101. We are pleased to roll out training to all UC Advancement staff and key external users, and CRM
101 is the foundation course for all training activities. In this course you will learn basic navigation and functions of CRM.
As you get started, here are a couple of things to keep in mind:
CRM is very different than Advance. In Advance, you were required to follow a specific series of steps to
access different areas of the database. CRM is more like navigating a website – there are “links” built in
to take you directly to information on different pages.
There are several different ways to get to information in CRM. Use this course as a starting point to
learn about basic navigation; you may discover on your own that there are other ways to navigate CRM
that are more suitable for your own needs.
The transition to CRM will change many of our business processes because CRM has so many more
features than Advance. One of the biggest changes is that we are moving to a decentralized model:
rather than a few key people pushing out important information from Advance to UC and UC
Advancement staff, everyone will now be responsible for logging into CRM to retrieve key information.
As you attend training, please keep this change in mind – depending on your role, you may be
responsible for going into CRM to access information that previously would have been provided to you
by someone else.
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CRM 101
TABLE OF CONTENTS Overall Lesson Objectives 4
The Basics 5
Navigation 7
Lesson Objectives 7
Navigation Components 7
Menu Bar 8
Navigation Bar 11
Explorer Bar 13
Customize the Home Page 14
Manage Shortcuts 15
Constituents 17
Lesson Objectives 17
The Constituents Page 17
Constituent Record Types 18
Constituent Search 19
The Individual Record 22
Summary Tiles 22
Constituent Tabs 24
The Explorer Bar 48
Organization Constituents 51
The Organization Record 52
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CRM 101
Households 55
The Household Record 55
Revenue 57
Revenue Functional Area 57
Search for a Revenue Record 58
Navigating the Revenue Record 60
PaperSave 63
Committees and Recognition Groups 64
The Committee Record 64
Groups 67
The Group Record 67
Recognition Groups 68
Recognition Program Record 69
Access Recognition Program Information on a Constituent Record 71
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CRM 101
Overall Lesson Objectives
After you complete this lesson, you will be able to:
o Log-in, log-out, change your password
o Identify navigation components.
o Identify and access functional areas in Blackbaud CRM.
o Conduct an Application Search.
o Access Help
o Customize the Home page.
o Manage shortcuts
o View a navigation tree.
o Access the Constituents page
o Search for a constituent
o Navigate the tabs on an individual constituent record
o Establish relationships between constituents
o Add notes, media links, and attachments
o Navigate to the constituent pages accessible on the explorer bar
o Navigate the tabs on an organization constituent record
o Navigate the tabs on a group or committee record
o View a household record
o Navigate to the Revenue functional area.
o Describe the different revenue applications.
o Search for a revenue transaction.
o Navigate the Revenue record.
o Access a revenue record’s History page.
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CRM 101
The Basics: Logging In and Changing Your Password
Logging in.
CRM is a web-based system. You can log into CRM from anywhere.
To log-on:
1. Enter your log-in.
2. Enter your password.
3. Click login.
Changing your password.
1. After logging in, locate your user name in the upper right hand corner of the screen.
2. Click on the black arrow next to your name for a drop down menu.
4. Click ‘change password’ and follow the prompts to change your password. Select a unique password.
3. Make a note of your new password.
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CRM 101
Logging out:
Use the same drop down menu to log out from CRM by clicking ‘log out.’
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CRM 101
NAVIGATION The purpose of Blackbaud CRM is to manage the relationships and interactions we have with the individuals
and organizations that support our mission and fundraising efforts. The program provides many features to
help you navigate through, access, and share your information.
Navigation Components
Each area of the program shares similar components to help you navigate. These components include the
menu bar, navigation bar, and explorer bar.
Explorer Bar
Menu Bar
Navigation Bar
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CRM 101
Menu Bar
From the Menu Bar you can access the organization calendar add new records, or search for a record or
feature. Depending on your system role, you can also use the Welcome menu to change your password or run
the program as another user.
Application Search
You can use the application search function to find a specific feature, RSS feed, or record. The top of any
application page displays a Find field and a menu of search options.
As you are learning the system, take advantage of this feature to bring you to a page if you can’t remember
how to get there.
To Perform a Search:
1. Enter your search criteria in the Find field.
2. Click the search type on the Search drop down menu.
3. Click the magnifying glass to perform the search.
4. In the search results, click the item you want to open.
Try it: Navigate to the application search. Select ‘application features.’ Type
‘constituent’ and view your results.
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The Add New function can quickly add an organization, individual, payment, or other action available. This
feature is limited to data management team and certain administrators.
The following table identifies the search types available in the Application Search and includes a description of
each.
Search Type Description
All Features search A quick navigational tool that searches pages, tasks, and RSS feeds. To perform a feature search, click All Features in the search menu.
RSS feeds search You can to search for RSS feeds that meet your criteria. To perform an RSS feed search, click RSS feeds in the search menu.
Quick find search You can search for and open specific records. To perform a quick find search, choose a functional area from the search menu.
Help Tab
The Help feature is a tabbed panel that allows Help topics to be accessed directly in while logged into the
CRM. When you click Help, a panel appears from the right side of your screen and can be detached for easy
viewing. The Help Panel displays content specific to your page or screen. The following table identifies the key
topic areas within the help tab and includes a description of each.
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CRM 101
Help Area Description
New Features Highlights new features and changes to existing features. A downloadable guide and related topics are also available here.
Videos Redirects you to help videos available on Blackbaud.com
Knowledgebase Links you to Blackbaud’s support site to search for resources.
Ask the Community Redirects you to help communities available on Blackbaud.com
Clicking the
blue question
mark on the
right side of
the tab opens
the Help Tab.
Clicking here allows
you to move the
help tab pane
around your screen.
Try it: Click the blue question mark to open the help tab. Click to undock it and move it around your
screen.
NOTES
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CRM 101
Navigation Bar
Functional Areas
The functional areas available in Blackbaud CRM depend on the security rights and systems roles assigned to
you. The following table identifies the functional areas and includes a description of each.
Functional Area Description
Constituents Manage the information related to the constituents who interact with and support your organization.
Marketing and Communications Manage the marketing efforts used to solicit donations. You can also manage communications with constituents.
Revenue Manage revenue transactions received from constituents.
Events Manage information related to the fundraising events you have.
Prospects Manage information about prospects who have the potential to give your organization a major gift.
Volunteers Manage information about the volunteers who voluntarily perform a task or specialized piece of work for your organization without pay.
Foundations Manage the fund grant programs you have identified for potential funding sources.
Sponsorship Manage sponsorship opportunities for constituents.
Fundraising Manage the reasons your organization raises money and how to designate gifts you receive.
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Functional Area Description
Treasury Manage your organization’s bank and account information.
Web Manage your internet presence.
UCF Report Area Preconfigured reports that can be filtered.
Analysis Manage the queries and reports used to analyze the data in Blackbaud CRM.
Administration Manage security rights and system roles for application users. You can also configure certain areas in Blackbaud CRM.
Papersave Set-up to view and save documents.
Interfaces Manage batches for Campus Call.
Workflow Manage the steps included in a process.
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CRM 101
Explorer Bar
Provides tools to add and manage shortcuts to program pages. Depending on the current page, you can also
access related tasks and activities.
Displays recently performed
searches and recently viewed
records and pages.
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Customize the Home Page
If your system role allows, you can customize the default Home page to add and remove tasks.
To Customize the Default Home Page:
1. On the navigation bar, click Home.
2. At the top right corner of the Home page, click Customize.
3. Click Use this layout.
4. In the Functional Area frame, select a functional area. The tasks for the area display in the Task frame.
5. In the Task frame, mark the Show checkbox for the tasks to include on the Home page.
6. Click Save.
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CRM 101
Try It…
Using the instructions above, practice customizing your own homescreen. This will vary based on your system
role.
Manage Shortcuts
You can use the Shortcuts feature to create shortcuts to pages and records that you access frequently. You
can also organize shortcuts in the same manner you customize your Home page.
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There are 2 ways to Add a Shortcut:
1. Open the location you want to save as a shortcut.
2. On the explorer bar, click the Add this page to shortcuts link.
Or:
1. From the Shortcuts menu on the explorer bar, click Manage my shortcuts. The My Profile page
displays.
2. Click Add a task.
3. In the Functional area frame, select the functional area containing the task(s) to which you want to
link. All task display in the Task box frame on the right.
4. Mark the checkbox for each task to which you want to create a shortcut.
5. Click Save.
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CRM 101
CONSTITUENTS Constituents are the individuals and organizations who support your mission and fundraising efforts.
Constituents can be donors, board members, volunteers, trustees, corporations, businesses, foundations,
major donors, prospects, or event attendees.
Constituent records in Blackbaud CRM allow you to manage relationships and interactions with each of your
constituents. Data from constituent records are used to process and analyze reports, mailings, and exports.
These processes and analyses help you cultivate a relationship with your constituents.
The Constituents Page
On the Constituents page, you manage all aspects of your constituent records.
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The following table lists the task groups available and includes a description of each.
Task Group Description
Constituents Search for constituent records and display an interactive map to view constituents by geographical locations.
Individuals and Households
Add individual, household, or group constituent records.
Committee Search for and add committee constituent records.
Organizations Search for and add organization constituent records.
Recognition Manage recognition programs, constituent recognition processes, and tributes.
Maintenance Perform batch entry and searches, manage duplicate records, and review recent constituent data changes.
Configuration Configure global constituent settings such as auto match criteria, constituencies, group types, household settings, life changes, relationship settings, and title code defaults.
Reports Generate and print constituent profile, recognition credits, and tribute reports.
Constituent Record Types
Blackbaud CRM has five distinct constituent record types. The table below identifies the constituent record
types available and includes a description of each.
Record Type Description
Individual The people, including donors, who support your organization’s mission or interacts with your organization in other ways.
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CRM 101
Record Type Description
Organization Companies and businesses that support your organization’s mission or interacts with your organization in other ways.
Groups Associate individuals or organizations as members of a group for managing and reporting purposes.
Committees A group with additional privileges to plan events, set financial fundraising goals, and set non-financial committee goals
Households Related individual constituents who live under the same roof.
Constituent Search
Use the search screen to find constituent records.
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To Search for a Constituent Record:
1. On the navigation bar, click Constituents.
2. In the Constituents task group, click Constituent Search.
3. Enter the constituent name or other known information in the data fields. You can use wildcard
characters to replace part of your search phrase:
o Asterisk (*) or percent sign (%) take the place of one or more characters
o Question mark (?) or underscore (_) takes the place of an individual character
4. Click the expand icon next to Show advanced search options to select advanced search options.
5. Click Search to begin the search.
o Click Clear to remove all criteria and begin a new search.
6. All results that meet your search criteria display in the grid. Click the constituent name in the results
to open the constituent’s record.
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CRM 101
Try It…
Open the consitituent search screen and follow the instructions listed above to search for a constituent.
Search for Paul Abbinante. Open the record.
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CRM 101
The Individual Record
On the individual record, you can view information related to an individual constituent.
Summary Tiles
At the top of the record, profile information about the constituent appears in a series of summary tiles.
Below are some general tile functionality:
o If you have rights, you can add and edit constituent information from the tiles.
o You can navigate to tabs on the record.
o You can navigate to another constituent.
o You can customize the titles that displays and rearrange the order.
Tabs to view
and
navigate to
additional
information.
Explorer Bar
Profile Information
about the constituent
displays on summary
tiles.
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CRM 101
To Customize the Summary Tiles:
1. Open the constituent record.
2. Click Customize tiles.
3. Select the summary tile to view for all records of this type.
a. To include a tile, use the arrows to move the tile name into the Show titles in this order list.
b. To exclude a tile, use the arrows to move the tile name in the Do not show these tiles list.
4. Under Show tiles in this order, you can change the order of the tiles.
a. Select a tile and then use the up and down arrows to move the title into the order you want.
5. Click Save.
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CRM 101
Above the summary tiles, the record type, lookup ID, and active constituencies are always visible. Important
notifications, such as deceased status, also appear above the tiles.
Constituent Tabs
The constituent record also contains multiple tabs to help you navigate, view and manage additional
information about the constituent. Your system role, site and security rights will determine what tabs you are
able to see.
Below are some general tab functionality:
o Tiles and tabs are linked. When you click a link on a title, the related tab opens. When you add or
edit constituent information in a tile or tab, the related tabs and tiles automatically updates.
o You can drag and drop tabs into any order you prefer. This order is saved the next time you open a
constituent record.
o Most tabs have second-tier tabs inside that groups like information and makes it easy to navigate
the record.
Note: Your roles and responsibilities will dictate what functions you are able to access and view within the
system.
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CRM 101
The table below lists the tabs available on the individual constituent record with a description.
Tab Name Second-Tier
Tabs Description
Summary N/A Displays an overview of an individual constituent,
including revenue summary, recent and upcoming communications and activities.
Contact N/A View and manage the constituent’s contact information,
including addresses, phone numbers, email addresses, and social media accounts.
Personal Info. Personal
Constituencies
View and manage personal information about a constituent such as the nickname, maiden name, birth date, website, interests and constituencies.
Relationships
Relationships
Group Members
Relationship Tree
Extended Relationships
Committees
View and manage the familial, social, or professional associations of constituents, including information about the groups or household the constituent is a member of.
Revenue
Revenue Summary
Revenue History
Recognition
Recognition Summary
Recognition History
Gifts Tributes
Accounts
View a snapshot of a constituent’s revenue information. The tab contains multiple second –tier tabs to help you navigate through the information.
Memberships – not being used at this time
N/A View and manage information related to the constituent membership programs.
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Tab Name
Second-Tier
Tabs Description
Volunteers – not being used at this time
General
Availability
Timesheets
Awards
Documentation
View and manage volunteer information for the constituent. The tab contains multiple second –tier tabs to help you navigate through the information.
Prospect
Prospect Summary
Plans
Prospect Team
Planned Gifts
Funding Interests
Campaigns
Prospect Manager History
View and manage major giving prospect information for the constituent. The tab contains multiple second –tier tabs to help you navigate through the information.
You will only see this tab if the constituent is identified as a prospect and given this constituency.
Fundraiser
Pending Activity
Fundraiser Summary
Prospects and Plans
Grants
Planned Step Summary
Completed Step Summary
Prospect Summary
Opportunities and Asks
Opportunity
Campaigns
Research Requests
Prospect Requests
Allow fundraisers to view and manage all aspects of the prospects in their portfolio. The tab contains multiple second –tier tabs to help you navigate through the information.
You will only see this tab if the constituent is identified as a fundraiser.
Online Info – not being used at this time
Online Info Summary
Web Traffic
View the constituent’s online activity. The Online information link displays after you download and commit a sign-up request or user profile update for a constituent from your website.
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Tab Name
Second-Tier
Tabs Description
Education N/A View and manage information related to any higher
learning institutions a constituent attends or attended.
Documentation & Interactions
Documentation Summary
Constituent Documentation
Interactions
Surveys
View and manage documentations, interactions and surveys for the constituent.
Communications
Communications
Appeals
Preferences
Newsletters
View a snapshot of your organization’s communication with the constituent and view and manage the constituent’s communication preferences.
History History
Origin
View the changes and revisions made to the constituent record, including the origin of the record.
Sponsor – not being used at this time
Sponsorship
Transactions
View and manage sponsorship information for a constituent. The tab contains multiple second –tier tabs to help you navigate through the information.
Attributes
N/A View and manage constituent attributes. Constituent attributes store specialized information about a constituent when a field or tab is not available for that information.
Events N/A
View the constituent event registration.
Smart Fields N/A View smart fields that provide quick access to specific,
calculated information.
Security N/A View and manage the security groups and sites he
constituent belongs to.
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CRM 101
Tab Name
Second-Tier
Tabs Description
Region Codes N/A
Code related to constituent’s geography.
Summary Tab
The Summary tab displays an overview of an individual constituent. The following table identifies the frames
available and a description of each.
Frame Description
Revenue summary Displays information about the total giving received from the constituent. If the constituent is a member of a constituent household, you can also view the total giving received from the household.
Recent revenue Displays the most recent revenue transactions received from the individual.
Recent and upcoming activities
Displays the most recent or pending interactions or activities associated with the constituent.
Recent and upcoming communications
Displays the most recent or pending communications associated with the constituent.
Can you find…
How much did Paul Abbinante give in December of 1996? What is the date of his most
recent gift?
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CRM 101
Contact Tab
On the Contact tab, you manage the constituent’s addresses, phone numbers, email addresses, and social
media accounts.
Try it: Navigate to Paul Abbinante’s record. What addresses
are listed for Paul? How many phone numbers does he
have?
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CRM 101
Personal Info Tab
On the Personal Info tab, you can view and manage personal information about the individual constituent.
The following table identifies the second-tier tabs available, and includes a description of each.
Tab Description
Personal
View and manage personal information about the constituent including. nickname, maiden name, birth date, website, interests, demographics (including ethnicity), and alternate look up IDs (such as from legacy systems).
You can also manage name formats used on correspondence mailings, and add aliases, including former names, acronyms, and alternate names.
Constituencies You can view and manage the constituencies the constituent has with your organization.
Try it: Can you find….
Paul Abbinante’s age? What is his date of birth? Where did you find this
information?
Now search for Carol C. Clinton. Is she married? Has she been divorced?
Search for Barbara S. Smith. What is her nickname?
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Name Formats
The name formats frame shows different addresses and salutations for communicating with a constituent. The
Data Management Team can add multiple addresses and salutations for communicating with a constituent
and can also designate a name format as the primary addressee or salutation.
Primary addressee: how the constituent requests to be addressed on envelopes and labels.
Primary salutation: how the constituent requests to be greeted in communication.
Constituencies Tab
Constituencies define the affiliations constituents have with your organization. A constituent can have
multiple constituencies that can start, end, and overlap. You can use constituencies to define these
relationships and group similar constituents in queries, mailings, and reports.
Find it…
What is the formal joint salutation on Paul Abbinante’s record?
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Constituency Types
Blackbaud CRM provides several system-defined constituency types. Some can be manually added to
constituent records, and some are added automatically by performing certain tasks.
Constituency types carry meaning with them and they matter because they unlock additional functionality in
the database. As noted in the image above, clicking on them takes you right to the page in the system where
the additional information lives.
Most constituencies are self-explanatory (e.g., Board Member, Event Registrant, etc.). In CRM we are able to
customize constituencies to meet our unique needs. These constituencies are referred to as “user-defined.”
This is a list of constituencies that UC Advancement created for our system is listed in the table below.
These constituencies are like
hyperlinks; you can click on
them to take you directly to
those pages in the system.
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Constituency Type
Definition
Donor Gave in the last 3 years
Loyal Donor Consecutive gifts for three or more years
Recognized Donor Member of recognition society
Major Donor Gifts of Pledges of $100,000+
Employee UC Advancement Staff
Staff UC Staff
Examples:
If you open a constituent record and see ‘Donor’ then it means they have given in the last three years.
If you see ‘Loyal Donor’ they have given for three consecutive years.
Staff means they are a UC but not Advancement staff member.
Employee means they work for UC Advancement and not for UC.
When you click on certain constituencies, typically donor, prospect, and fundraiser, it changes the way you
view the constituent in the system. This is known as the “constituent view” and is something to be aware of in
the system.
Try It:
1. Search for the following constituent by number: 0005029352. What constituencies does
this individual have? What do those constituencies mean?
2. Search for S. Jay Stewart. What constituencies does he have?
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Relationships Tab
Relationships are familial, social, or professional associations for the constituent. A relation must have a
constituent record in the database.
Relationship Information is tracked on multiple second-tier tabs. The following table identifies the second-tier
tabs available, and includes a description of each.
Tab Description
Relationships View and manage the relationships and employment history for the constituent.
Group Members View information about the groups or household the constituent is a member of.
Relationship Tree View a relationship tree of a hierarchal view of the constituent’s relationships entered on the Relationship tab.
Extended Relationships View organization with a confirmed relationship with the constituent. View all relationships identified by WealthPoint for an individual constituent, constituent group, or households.
Committees View information about the committees the constituent is a member of.
Individual Relationships
Individual relationships are the people with whom the constituent is associated including spouse, friend,
family member, or business associate.
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Primary Relationship Tab
On the Primary Relationships tab, you identify the related individual, determine the relationships each
constituent has with the other, and administrators can choose how to apply recognition credits for the
relationship you are adding.
Additional Relationships Tab
On the Additional relationships tab, you can define the relationships between the individual and the
additional members of the household.
Try it:
View the relationships on S.J. Stewart’s record. How many relationships appear?
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Organization Relationships
Organization relationships are the businesses, foundations, agencies, and other organizations that have an
association with the constituent.
Group/Household Relationships
A group or household relationship is the relationship a constituent has with a group or household record.
Having a relationship with a household or group does not mean the constituent is a member of the household
or group. A constituent may have a relationship with a group because he provides a service, but he may not be
a member of the group.
A household may have a relationship with another household because they are neighbors. The neighbors are
not members of each other’s household, but the two households have a relationship with each other.
Relationship Tree tab
The Relationship Tree tab displays all of the constituent’s relationships entered on the Relationships tab. You
can view each relationship or view all relationships for each entry in the relationship tree.
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Revenue
The Revenue tab displays information about revenue (previously called gifts) associated with the constituent.
You can also view the constituent’s recognition defaults (explained more thoroughly in Recognition Groups).
Note – this is a major change – “revenue” is what we typically call “gifts”. As explained later, the tab called
“gifts” only applies to matching gifts and planned gifts.
Revenue Information is tracked on multiple second-tier tabs. The table below identifies the second-tier tabs
available, and includes a description of each.
Clicking the “+” next
to the names will
display additional
relationship
information.
Second tier tabs that
display additional
revenue information.
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Tab Description
Revenue Summary
Displays a cumulative summary of a constituent’s revenue. For an individual constituent associated with a household, it displays the total giving balance for the individual and the household the constituent belongs to.
Revenue History
Displays a history of all the revenue items received from the constituent. Revenue detail information displays in the grid.
You can view the record of a transaction associated with the constituent. In the grid, click the revenue type name for the revenue you want to open.
See more information below.
Recognition Displays the recognitions the constituent has achieved, the recognition levels the constituent has specifically declined to be included and the history of the naming opportunities associated with the constituent.
Recognition Summary Displays a cumulative summary of a constituent’s recognition credits. For individuals associated with a household, you can view the total recognition credit for the individual and for the household.
Recognition History
Displays the history of the recognition credits associated with the constituent’s gifts to your organization. For constituent households, you can view information about the recognition credits for both the household and its members.
Gifts View planned gifts and matched gifts of the constituent.
Tributes View and manage tributes for the constituent.
Accounts View and manage the constituents’ financial institution account information. This account information helps ease monetary transactions between your organization and the constituent.
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The revenue tab for a constituent is a place where you will see additional functionality built into CRM – summary
information provided right on a constituent’s record. For example, on the Revenue History tab, you can search and filter
by revenue date, type, designation, and more.
Try it:
Navigate to Jay Stewart’s ‘Revenue history’ tab on his constituent record. Use the filters and search for all
revenue from him for the specific date range of January 1, 2010 through the present. How many results
display?
Reset the search criteria. Under ‘Type’ filter for Pledges. How many results display?
Where would you look if you needed to find whether Mr. Stewart has any matching gifts? How many show
up?
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Prospect Tab
The Prospect tab displays several second-tier tabs that contains information to help you track prospect
information for potential major donors to your organization. You can add, edit, and delete information from
the tabs.
Not every constituent is a prospect. You will only see this tab if someone is given the constituency of prospect.
This tab then “unlocks” additional functionality related to the constituent as a prospect.
To navigate to the prospect tab, there are different options:
Click on the blue prospect tab.
Click on the ‘Prospect’ in the list of constituencies under the constituent’s Lookup ID.
Note: Complete information regarding this tab and functionality is covered in the prospect development
training for development officers and other relevant staff.
Education Tab
On the Education tab, you can store and view information regarding any higher learning institutions a
constituent attends or attended and other education-related information.
As many of our donors are alumni, this will show important information including college, graduation year,
degree, etc. This is all found by clicking the chevron next to school name.
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Try it: Navigate back to Jay Stewart’s record. Is he an alumnus of UC? What college(s) did he graduate from
and what degree(s) did he earn?
Documentation & Interaction Tab
On the Documentation & Interaction tab, you can use second-tier tabs to manage helpful and interesting
information about your constituent.
The following table identifies the second-tier tabs available, and includes a description of each.
The chevrons allow you to expand
and collapse additional information.
The Education tab is the place to find information
about whether a constituent is an alumnus, when
they graduated, which college they attended,
degree(s), etc.
Time saving tip! Remember constituency codes? Alumnus is a
constituency code – clicking ‘alumnus’ on the constituent’s record will
take you directly to the education tab of their record.
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Tab Description
Documentation Summary View and edit all note information in the database related to this constituent. When you edit existing note information from this location, the related functional area is also updated.
Constituent Documentation
View and manage notes, media links and websites.
Surveys View the surveys your organization has sent the constituent or the constituent has participated in. You can manage information about the survey such as related constituent responses and documentation.
Interactions View and manage interactions and responses for the constituent.
Notes
Notes allow you to create separate categories or types of notes and assign security to the information they
contain based on the notepad type. You can view existing notes on the constituent record by clicking the
chevron next to the note.
When adding a note, the system will default to the user as the author.
To Add a Note to a Constituent Record:
1. Open the constituent record.
2. Select the Documentation & Interactions tab.
3. Select the Constituent Documentation second-tier tab.
4. On the action bar, click Add note.
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5. On the Add a note window:
Select the note type.
Enter a title and date.
Enter your name as the author.
Enter additional information in the Notes field.
6. Click Save.
Try it:
Jay Stewart received the Citizen of the Year award this month in Naples, Florida. Add this as a note to his
record.
Attachments
Attachments allow you to attach items including a contract, bio, and newspaper article to the constituent
record.
To Add an Attachment to a Constituent Record:
1. Open the constituent record on which to add an attachment.
2. Select the Documentation & Interactions tab.
3. Select the Constituent Documentation second-tier tab.
4. On the action bar, click Add attachment.
5. On the Add an attachment window:
Select the type of attachment.
Add a title and date.
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Enter your name as the author.
Attach a file.
6. Click Save.
Interactions
Interactions are specific communication activities and actions your organization takes to build a relationship
and secure a donation from a constituent. You can manually add interactions associated with a constituent.
To Add an Interaction:
1. Open the constituent record.
2. Select the Documentation & Interactions tab.
3. Select the Interactions second-tier tab.
4. On the action bar, click Add.
5. On the Add an interaction window complete the fields:
In the Summary field, enter a short summary to help identify and describe the objective of the
interaction.
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In the Status field, select whether the interaction is complete or pending.
Enter a date when the interaction will take place and select a contact method.
Complete any other applicable fields and options.
6. Click Save.
Try it:
Barbara S. Smith recently sent an unsolicited gift of $2,500 to your college. Find her record and add an
interaction that reflects that you sent her a handwritten thank you note last Friday.
Communications
On the Communications tab, you can view the various communications and appeal mailings sent to the
constituent.
The following table identifies the second-tier tabs available, and includes a description of each.
Tab Description
Communications View all mail and email communication your organization has with the constituent.
Appeals View and manage information about each appeal, such as it date, mailing, and the constituent response to the appeal.
Preferences View and manage the communication preferences for the constituent.
Newsletter
If your Blackbaud CRM solution includes Blackbaud Internet Solutions, you can view information about the online newsletters your organization sends to the constituent. The Name column lists the names of the newsletters sent to the constituent.
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Communications Tab
The Communications tab displays the various forms of bulk communication your organization has with the
constituent. These communications might include newsletters, revenue receipts and acknowledgments, and
event invitations.
For each communication, you can view the date of the communication, its type, and whether the constituent
responded to the communication.
Appeals Tab
The Appeals tab displays the appeal mailings your organization sends the constituent. Appeals are planned
efforts your organization performs to contact constituents and generate gifts.
Preferences Tab
On the Preferences tab, you can manage the communication preferences for the constituent. Communication
preferences help ensure your organization communicates with constituents in ways they prefer.
Solicit Codes
Solicit codes provide a convenient method for flagging constituents as “exceptions to the rule” for your
fundraisers. These codes tell you there are certain rules to follow when communicating with the constituent.
Examples of solicit codes include:
o Summer mailing only
o One solicitation annually
o No mail temporarily
Mail Preferences
Mail preferences allow you to define specifics about how a constituent wants to receive mail.
Rather than set mail preferences separately for each mail type, you can set mail preferences for all the mail
types. When you set a mail preference for all mail types, existing mail preferences are replaced with this mail
preference.
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History
The Constituent History tab displays an audit of the changes made to the constituent record.
On the History tab, you can view the changes and revisions made to the constituent record.
On the Origin tab, constituent origin information is used to track the source of the constituent record. If a
constituent comes to your organization as a volunteer, you might assign the constituent a source of
“Volunteer.”
Attributes Tab
On the Attributes tab of a constituent record, you can view and manage constituent attributes. You can use
attributes to store specialized information about a constituent when no field or tab exists for that information.
You can query on attributes to gather constituents who share a common characteristic.
Events Tab
Displays events a constituent has attended with links to the registration information and event page.
Smart Fields Tab
Smart fields provide users quick access to specific, calculated information that otherwise would require time
and the configuration of queries and reports to view.
Security Tab – for administrators only
On the Security tab, administrators can view and manage the security groups and sites the constituent
belongs to. Security groups allow you to secure constituent information. You can then establish different roles
and apply a different security group to each role.
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Site security allows you to restrict access to a constituent record to the users associated with assigned sites. In
the Sites frame, you can view and manage the sites assigned to the constituent.
Task Groups on the Explorer Bar
When a constituent record is open, the explorer bar displays several task groups.
Each task group contains page tasks that allow you to perform tasks, access additional information about the
constituent, and run reports. The following table identifies the task groups available and a description of each.
The tasks associated with adding or editing information will be limited to data management team and
administrators.
Page Tasks
display
under the
“Tasks”
heading.
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Task Group Information
Tasks
On an individual record, you can delete a constituent, add a spouse, remove a spouse, edit the lookup ID, and link a user to a constituent.
On an organization record, you can make the constituent inactive, delete the constituent, or edit the lookup ID.
More information You can view wealth and ratings and web dashboard pages.
Reports You can run a constituent profile report that includes an assortment of detailed constituent information.
Wealth and Ratings
The Wealth and Ratings page displays wealth data gathered for a constituent.
Quickly access
recent searches
and recently
accessed pages
and records from
the Explorer Bar.
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To Access a Constituent’s Wealth and Ratings Page:
1. Open the constituent’s record.
2. On the explorer bar, click Wealth and ratings.
The following table identifies the tabs available and a description of each.
Tab Description
Wealth Summary
Wealth summary frame
Summarizes all data contained on the Affiliations, Assets,
Biographical, and Giving tabs in an organized, easy-to-read
format.
Giving capacity frame
Displays general information about the constituent’s wealth
capacity, including the formula used to determine the
capacity and an Asset distribution chart. You can indicate
if the information is confirmed or unconfirmed.
Research details frame
Displays research status, prospect manager, and a research
summary. The research summary is a free text field where
the researcher can write a summary of the research results
for the prospect.
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Tab Description
Model Scores
Contains an integrated analytics tool that helps identify the prospects most likely to give a gift to your organization.
It helps your organization predict actions, including planned and recurring gifts, membership renewals, and which constituent will become a major donor.
Assets Houses real estate, business, securities, and other asset ownership information, in addition to income and compensation data and wealth indicators.
Giving Houses the prospect's giving information, such as donations to your organization, philanthropic gifts to other organizations, and political donations.
Affiliations Houses information about the prospect's non-profit and foundation affiliations, in addition to network connections and constituencies.
Biographical Information
Houses personal information, such as name, marital status, and gender; along with contact information, relationships, interests, and education.
Organization Constituents
Organization records track information about the companies, businesses, associations, schools, clubs, and
foundations associated with UCF.
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The Organization Record
Much of the information on organization constituent records is organized on tabs. The following table
identifies the tabs that are specific to an organization record with a description of each.
Tab Second-tier
tab Description
Organization info
Organization
Constituencies
Manage the organization details, demographics, matching gift conditions, alternate lookup IDs, and interests. Manage aliases acronyms, alternate names, and constituencies.
Corporate Info View information about the revenue, employees, or
prospects plans of organizations in the Corporate structure hierarchy.
Relationships Relationship
Relationship Tree
Track individuals and organizations the organization is associated with.
Organization History View and manage parent and corporate merger
history information.
It is very common to see alerts on
organization records.
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Organization matching gift information is included on the organization record. An organization that matches
gifts may have several types of matching gift conditions, and the details for each type may differ.
You can view matching gift information on the ‘Gifts’ sub-tab on the organization’s revenue tab.
Try It:
Navigate to the organization record of Fifth Third Bank with the Lookup ID of 0000000019.
How many notes are on this record?
How many pledges were made in last fiscal year, and for what?
Have they matched any gifts?
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Contact Relationships
Organization-specific contacts are tracked as relationships on the organization record. The image below shows
an example of a relationship tree for an organization.
Subsidiaries are
displayed in the
relationship tree.
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Households
The purpose of a household record is to group constituents so that you can track the activities and giving of
family members living under one roof. At this time, while households are visible, they are not being actively
used. They can be a good resource to view cumulative giving of husband/wife.
The Household Record
The following table identifies the tabs that are specific to a Household record and includes a description of
each.
Tab Second-tier
tabs Description
Summary N/A Displays an overview of a household constituent,
including the revenue, activities, and household members.
Members N/A View and manage all members of the household.
Details Details
Constituencies
View and manage data including demographics, alternate lookup IDs, interests and constituencies.
Relationships Relationships
Relationship Tree
View and manage individuals and organizations with whom the group is associated.
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REVENUE FUNCTIONAL AREA
Revenue represents your charitable donations and other non-charitable income. You receive contributions as
payments, pledges, and fees from your constituents.
Note: revenue in CRM is what we traditionally have called gifts at UC Foundation. In CRM, “gifts” refers to
matching gifts and planned gifts only.
The Revenue area in Blackbaud CRM contains tools to help you track the source of revenue, apply revenue to
your various fundraising purposes, and run reports that describe your fundraising progress and analyze giving
trends.
On the Revenue page you can search for revenue transactions, add revenue transactions, manage matching
gifts, process electronic payments, post to a general ledger, and perform pledge write-offs. You can also run
revenue reports and update configuration options. The tasks that display depend on your security settings.
Navigate to the Revenue Functional Area
Click on the Revenue tab on the blue navigation bar. You may click ‘Revenue’ to open the revenue functional area, or
click the arrow for a drop-down to navigate directly to a specific page in the revenue functional area.
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Search for a Revenue Record
You use Transaction Search to find and view revenue records.
Types of Revenue
Application Definition
Donation A single, one-time payment in the form of a gift to your organization.
Pledge A promise to make a specific total amount donation that can be paid in single or multiple payments.
Recurring Gift A set amount of revenue donated at specified intervals.
Matching Gift Claim Represents a constituent’s claim that an organization will make a donation based on revenue given by the constituent.
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Application Definition
Event Registration A payment may be applied toward a registration fee for an event.
Membership A payment may be applied toward a membership registration or renewal fee.
Planned Gift A philanthropic gift that is funded either during the donor’s lifetime or after his or her death. The gift is part of a larger estate-planning process where the donor decides how certain assets are distributed.
Grant Award A payment may be applied toward a grant award.
Donor Challenge Claim
A fundraising tool to help increase support for a specific cause. A major donor or corporate sponsor can pledge a large sum to challenge the organization to raise a specific amount from other donors.
Currently not active for UC Foundation.
Other Other is used to apply a payment to other items such as Merchandise sales or a deposit.
To Search for a Revenue Record:
1. On the navigation bar, click Revenue.
2. In the Transactions task group, click Transaction search.
3. Enter criteria to search for the revenue record.
a. Click the Show advanced search options link to display additional filter options.
b. Click Search.
4. In the Results grid, click the name hyperlink of the constituent to open.
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Try It…
Open the revenue transaction search page. Search for a payment from Donita S. Parrish on April 17, 2015. How much did she give, and what were the designations?
Search for a payment from Jeffrey Ackerman in July 2015. How much did and he give and where was it designated?
Navigating the Revenue Record Revenue records contain summary information about each revenue transaction your organization receives,
including payments, pledges, or recurring gifts. The tabs that display depend on the revenue transaction type.
The following table identifies the tabs available and includes a detailed description of each. For those not in
finance or on the data management team, only a basic understanding of this information is necessary.
Tab Description
Details
Displays on revenue records for payments, pledges, and recurring gifts. The frames that display depend on the transaction type.
o The Details frame displays information about the revenue, including the original revenue amount and the associated appeal.
o The Application details frame displays each application of the revenue and the designation, revenue category, and recognition credits associated with the application.
o The Designations frame displays detailed information about the designations where the pledge or recurring gift revenue is applied.
o The Payment information frame displays when automatic payments are set up for the pledge or recurring gift revenue. It also displays additional information about the payment method.
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Tab Description
Solicitors
Displays the solicitors who receive credit for the revenue and the amount each receives. You can edit the solicitor information and view more information about a solicitor who receives credit for the revenue.
You access this tab differently based on the transaction type:
o For payments, on the Details tab in the Application details frame, click Go to revenue to view the Solicitors tab.
o For a pledge, recurring gift, matching gift claim, or planned gift, the Solicitors tab displays next to the Benefits and Recognition tabs.
Recognition
Displays the recognition associated with the revenue transaction.
o The Recognition credits frame displays information about constituents who receive recognition credit for the revenue, including how much of the revenue is credited to each constituent.
o The Named recognition frame displays information about the naming opportunities associated with the revenue transaction.
Campaigns View and manage the campaigns associated with the revenue transaction.
Business Units Displays for recurring gifts, pledges, and donation payments. Manage the business units you want credited with the revenue commitment. You also determine the amount of the revenue each business unit should be credited with.
Installment/Write-off Activity
Displays on pledge records.
o The Installment activity frame displays information about installments of a commitment, including payments and write-offs.
o The Write-offs frame displays information about write-offs applied to the transaction.
Activity
Displays on recurring gift records.
o The Activity frame displays information about activities associated with the recurring gift, including payments and late payments.
o The Write-offs frame displays information about write-offs applied to the transaction.
Payment Activity
Displays on matching gift claim and planned gift records. You can view information about payments applied to the balance of the matching gift claim or planned gift. This information includes the date a payment was made, the payment amount, who made the payment, and the payment method.
Benefits Displays on revenue records for pledges, recurring gifts, and payments. You can view information about the benefits associated with the revenue, including the quantity the constituent receives, the total value, and any related notes.
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Tab Description
Matching Gifts
Displays on all payment records except event registration fees. You can view information about the revenue’s matching gift claims, including the organizations associated with the claims, the amount and date of each matching gift claim, and the designations where revenue is applied.
Letters
Displays on revenue records for pledges, recurring gifts, and payments. You can view information about revenue and tribute acknowledgement letters for the constituent. You can also view the letters the constituent receives, the type of letter, the date the acknowledgement process generated each letter, and the date you plan to send each letter.
Attributes
Displays on the revenue record when revenue attributes are configured in the system. Attributes provide flexibility in how you record information about revenue you receive.
You can view information about the attributes associated with the revenue, including the attribute category, the value of the attribute, and any additional comments entered.
Documentation Manage notes, media links, and attachments that provide additional detail about revenue you receive.
GL Distributions Displays information about the general ledger distribution of the revenue as well as a timeline that lists original transactions and subsequent activity associated with original transactions, such as adjustments.
Tributes Displays on revenue records for pledges and payments. You can view tribute information for the revenue, including the text of the tribute, the tribute type, and the amount associated with the tribute.
Stock Sales Displays on revenue records for payments of stock. You can view and edit information about the sale of shares of the stock associated with the payment.
Appraisals Displays on revenue records for payments of gifts-in-kind. You can add and edit information about appraisals of the gift-in-kind.
Lockbox Displays the lockbox service associated with the payment. You can also view the number of the batch received from the lockbox service and where in the batch sequence the payment displays.
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PaperSave Documentation
As you may have heard, with the implementation of CRM copies of checks will no longer be made and distributed.
Instead, copies of revenue documentation are stored within CRM. You will go into CRM to view these documents
through PaperSave.
Opening and Viewing PaperSave Documentation:
1. On the Transaction Record locate PaperSave in the Explorer Bar.
2. Click Show Documents.
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COMMITTEES AND RECOGNITION GROUPS
Committees
Committees are a specialized type of group in Blackbaud CRM.
The Committee Record
The tabs on committee constituent records are the same as the group constituent record with the addition of
the Committee tab.
The second-tier tabs available on the Committee tab, depend on the options you select when you create the
record.
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o If the committee coordinates events, the record has an Events second-tier tab.
o If the committee solicits revenue and sets fundraising goals, the record has a Fundraising goals and
a Campaigns second-tier tab.
o If the committee sets committee goals, the record has a Committee goals second-tier tab.
The following table identifies the second-tier tabs available on the Committee tab and includes a description
of each.
Tab Second-tier
tabs Description
Committee
Committee Summary View an overview of the information on the Fundraising goals, committee goals, Campaigns and Event second-tier tabs.
Fundraising goals
View and manage the committee’s progress toward raising a specified amount. When the group is listed as a solicitor on revenue, the sum of the revenue is tracked automatically as progress toward the goal on the Goals tab.
If a committee is a fundraiser for a campaign, the goals of the campaign are displayed.
Committee goals View and manage goals that are not monetary in nature. Committee goals exist only if the committee can set non-monetary committee goals.
Campaigns View and manage goals for the campaign.
Events View and manage the events the committee will help coordinate.
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Search for Committees:
1. Click Constituents on the
blue navigation bar.
2. Select the drop down arrow.
3. Click Committee Search
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Try It…
Start a committee search. Search for ‘Engineering Alumni Board Member.’ How many members does it
have? How much revenue is attributed to this group? Filter to determine how many instances of
revenue this group has during this calendar year.
Groups
Constituent groups help you track the activities and giving of everyone included in the group. Constituent
groups also help your organization recognize revenue received as coming from the group rather than an
individual.
The Group Record
Much of the information on group constituent records is organized on tabs. The group record has the same
tabs as the Individual record. The following table identifies the tabs that are specific to a Group record and
includes a description of each.
Tab Second-tier
tabs Description
Summary N/A Displays an overview of a group constituent, including
the revenue, activities, and group members.
Members N/A Displays all active members of a group. You can define
roles for each of the group members and specify the start and end dates for the roles.
Details Details
Constituencies
Manage data including demographics, alternate lookup IDs, interests and constituencies.
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Tab
Second-tier
tabs Description
Relationships Relationships
Relationship Tree
Track individuals and organizations with whom the group is associated.
Recognition Groups Recognitions include programs and levels that define requirements for constituent giving recognition, such as
McMicken Club. Recognitions require a minimum gift amount for inclusion in a level. The recognition is
achieved after the sum of multiple gift amounts is calculated.
CRM has recognition business processes to calculate gift amount totals and then assign the appropriate
recognition level for constituents.
All recognition societies may not be built at Go Live. The Recognition Programs that are slated to be built in
CRM for Go Live are:
McMicken Club
McMicken Tower Society
Herman Schneider Legacy Society
President’s Circle
Loyal Bearcat Club
William Howard Taft Society
Friends of CCM
George Smith Society
To Access the Recognition Programs Page:
1. On the navigation bar, Click Constituents.
2. In the Recognition task group, click Recognition programs.
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Note: Administrators, Donor Stewardship, and the Data Management will be able to edit or add recognition
programs and members of programs. Other users will access this area to view members, recognition criteria,
and the like.
The Recognition Groups display on the Recognition Programs page. Click the recognition group you wish to
view to display the record.
Recognition Program Record
The recognition program record displays the general information that identifies the program including the
associated levels and the defined revenue criteria.
To Access a Recognition Program Record:
1. On the navigation bar, click Constituents.
2. In the Recognition task group, click Recognition programs.
3. Click the name of the recognition program to open.
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Clicking the tabs will
display the levels,
criteria, and members.
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Access Recognition Program Information on a Constituent
Record
You can view recognition program information directly from a constituent’s record. You can view information
about the program, how long the constituent has been a member of the program, and the amount to donate
to achieve the next level.
To View Details of a Constituent’s Recognition – several options.
Option 1:
1. Open the record of the constituent.
2. Select the Revenue tab.
3. Select the Recognition second tier tab.
4. In the Recognition programs frame, click the name of the program to view the details of that program.
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Option 2:
1. Navigate to the constituent record.
2. Click on the ‘recognized donor’ constituency to open their recognition page.
Option 3:
1. While on the recognition society page, click Members.
2. Click on the chevron next to the member’s name.
3. Click Go to Constituent.
Try it:
Search for the constituent Carol C. Clinton. What recognition programs are listed on her
record? Is she lapsed or active?
Is she an alumnus? How many degrees does she have?