Constituent Relationship Management (CRM) Guideline … · Constituent Relationship Management...

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Constituent Relationship Management (CRM) Guideline Powered by DonorCommunity TM DonorCommunity eLearning Series v2.0, October 2012 Constituent Relationship Management (CRM) Guideline Managing Your Data

Transcript of Constituent Relationship Management (CRM) Guideline … · Constituent Relationship Management...

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Constituent Relationship Management (CRM)

Guideline Managing Your Data

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Contents

= Go to Topic Topics Covered

1. CRM Overview

2. CRM Setup – CRM Parameters

3. Managing Your CRM – Users (Staff)

– Constituents

– Contributions (Gift Tracking)

– Tasks and Documents

– Reports

4. Uploading Existing/External Data – Mapping Constituent Data

– Mapping Contribution Data

– Additional Detailed Import Guideline

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Access your CRM

Sign-In to your Website as CRM Admin to access your CRM. Locate

the Sign In link in your portal and use credentials provided to you

during setup.

CRM Overview

Click Sign In to login. If password not handy, click on Forgot

Password and check your email. Back to Contents

You must be a CRM user/staff to

access your CRM

You must have CRM Admin profile to

access your CRM Params and to

create/update CRM users!

Initial credentials provided at portal

Setup, you can add users as you wish

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How to Access Your CRM

If this is your first time to SignIn, accept Terms of Use to continue.

CRM Overview

Scroll down the page and click the I Agree button to login.

Back to Contents

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When successful SignIn, the following message will be displayed.

How to Access Your CRM

CRM Overview

You should also see an admin menu bar at the top of the page.

The name displayed here is dependent on the login credentials you used.

Back to Contents

The name displayed

here is dependent on the

login credentials you used. When you are done,

click on Sign Out to

close your session.

Admin CRM menu

Admin Portal "Add" menu

Admin Portal "Manage" menu

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CRM Overview

Click on CRM

Back to Contents

Once you have successfully

Signed In, click on CRM

You must be a CRM user/staff

member to access your CRM

You must have CRM ADMIN

profile to setup your CRM

Parameters and to create/update

CRM users!

Your website will have its specific horizontal menu, can be similar to the one displayed here.

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CRM Overview

Welcome to Your CRM

Back to Contents

Your website will have its specific horizontal menu, can be similar to the one displayed here.

Click on Parameters to setup your specific

business values – CRM Admin Only

Click on Users/Staff o create/edit your portal and

CRM users – CRM Admin Only

Click on Constituents to manage their information

(name, emails, preferences, roles, relationships,

additional information, notes)

Click on Contributions to manage your fundaising

results (gift tracking)

Click on PendingTasks to add/update staff tasks

related to your Constituents and their

Contributions

Click on Document Mgmt to consolidate

development related documents

Track results using your CRM Reports

Click on Upload to import external

constituent/contributions data - CRM Admin Only

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CRM Setup

Setting up your CRM Parameters

Back to Contents

Parameters.

Parameters are values allowed by your CRM

They can be modified/updated at any time by

your CRM admin user.

Some parameters are used by other modules

like Online Donations, Event Mgmt and

Viral/Personal Fundraisers

CRM Setup:

Enter your business values to personalize your CRM parameters to your specific needs

Match your parameters to your existing data, so review your data as a guide. For example, if you have different

types of gifts (donations, major gifts, raffle tickets, etc) you can include these values in your parameters

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CRM Setup

Staff (Users) Parameters

Back to Contents

CRM - Staff (Users)

Staff Members or Users represent

employees, volunteers or any user

authorized to access your portal

and your DCplatform: CRM,

Online Donations, Event

Management, Viral Fundraisers,

Online Marketing, etc.

Personalize their Job Titles and

Location parameters

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CRM Setup

Constituent Parameters

Back to Contents

CRM - Constituents

Consituents can be people (Individuals) or

Entities (Groups) that support your npo.

A Group Constituent can be any type of entity like

a Business, a Company, a Foundation, a

Household, or any value specified in the Types of

Groups parameter of your CRM)

Personalize CRM parameters to manage your

constituents, including:

• Preferences include Payment & Recognition,

also used by the Contributions module, and

any other preferences relevant to you NPO

• Roles such as Donors, Board Members,

Volunteers, etc

• Relationships such as the Spouse of another

constituent, Referred by, Friends With, etc

• Additional Information or Demographics

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CRM Setup

Contributions Parameters

CRM - Contributions

Used to capture information your

soliciting and cultivation results

Personalize your contributions including • Types of Gifts

• Gift Designation

(Program/Appeals/Funds)

• Payment and Recognitions Preferences

(shared with Constituents Module)

Back to Contents

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CRM Setup

Pending Tasks Parameters

CRM – Pending Tasks

Used to include and track Staff Tasks

related to development activities

Personalize the Types of Tasks you

wish to track

Back to Contents

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CRM Setup

Types of Document Parameters

CRM – Document Mgmt

Used to consolidate documents related

to your development activities (scan,

store, reference)

Personalize your Types of Documents

you wish to store online

Back to Contents

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CRM Setup

Managing CRM Parameters

Back to Contents

CRM – Parameters

Parameter values are easy to set

Only CRM Staff /Users with

Admin profile can create/update

Parameter values

They appear in the order entered

Modify at any time to add new

values and/or modify existing

ones

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CRM Setup

Managing CRM Parameters

Back to Contents

Click to add a new Parameter value

Click to view/modify

an existing Parameter

Click to add a new Parameter value

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CRM Setup

Managing CRM Parameters

Back to Contents

Click to add a new Parameter value

Click Update to modify an existing parameter.

This is the view mode

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CRM Setup

Managing CRM Parameters

Back to Contents

Edit existing values or

enter new information

Click to

discard

changes

Click to

Save

Change Active to No to

remove its visibility in

dropdown lists during setup

ALERT:

Update/modify parameter values with

caution: if data already available in your

modules, it will modify existing data

using this value!

This is the edit mode

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CRM Setup

Managing CRM Parameters

Back to Contents

CRM Parameters

Follow the previous steps to add or

edit other custom Parameters

relevant to your organization

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Managing Your CRM

Managing Users (Staff Members/Volunteers)

Back to Contents

Staff /Users Users are those that have rights to use your CRM and all modules

of your DC platform, including Online Donations, Event

Management, Viral/Personal Fundraisers, Online Marketing, etc.

Your Staff/Users will be able to view/include/update constituents and

contributions, schedule tasks and manage documents, depending on

their Profile.

Users can be employees or volunteers.

You can have unlimitted users.

Click to View an existing

staff/user

Click to Create a new User

You must have CRM ADMIN

profile to create/update CRM

staff (users)

Users with Individual profile can

view themselves, and any staff

reporting to them, and their

related constituent information

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Managing Your CRM

View User Details

Back to Contents

Include new users by

clicking the Create

New button

General Staff Information

•Name

•Profile

•Title

•Reports to

•Location

•Email (use this to SignIn)

Phone & Address

• Multiple phones &

addresses, one primary

• Add as many as needed

Development Goals

•Specify solicitation goals

•Specify cultivation goals`

Click the Update button

to edit/modify

This is the view mode

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Managing Your CRM

Edit User Details

Back to Contents

Click Save to record your

changes. Click Cancel

to discard any changes.

This is the edit mode

Email is required and must be unique.

Users signin using their email address.

When a Staff (User) is created, a

password will be emailed to this address.

Click Add to add

one or more

Phone, Address or

Goals records.

Click Remove to

delete the item.

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Managing Your CRM

Creating New Staff (User)

Back to Contents

Profile – Used to Specify Role

Admin – Create/Edit Users,

Create/Edit Parameters and

upload data into your CRM

Group – Can view/manage

all information in the CRM,

except Users and

Parameters

Individual – Manages own

information and assigned

Constituents and their

Contributions, Tasks,

Documents

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Managing Your CRM

Adding New User

Back to Contents

Click Save to save the

Staff (User) record.

Click Cancel to discard

your changes.

Multiple Addresses are supported

To turn off a User's access,

simply change the Active

value to No.

Click Add to include

more entries

Click Remove to delete

the item.

New User Notification &

Login Process

Click here to follow

the sequence:

Goals is an optional area to specify Soliciting goals (Dollars

raised, fund goals, etc.) or Cultivation goals (# calls, #new

supporters, etc.)

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1. You must be logged in with CRM admin rights to edit/create Users (e.g. admincrm)

2. To view an existing record, click on the name in the list of Users

3. To edit an existing record, click on the name in the list of Users, then click

4. To create a new User, click

5. Email address is the User identifier and it must be unique in your CRM

6. After a new User is created, an email is sent to the email address with a password

7. The Profile value determines the User's basic role. Multiple Admins, Group and

Individual type users are supported (recommended 1 or 2 admin).

Managing Your CRM

Managing Users - Summary

Back to Contents

• Sample NPO structure and Profile

• CEO - Admin or Group profile

• Development Director - Group or

Individual profile

• Development Assistants -

Individual profile (reports to

Development Director)

Profile – Used to Specify Role

Admin – Create/Edit Users, Create/Edit Parameters

Group – Can manage all information, except Users and Parameters

Individual – Manages own information, including assigned

Constituents or Users

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Managing Your CRM

View Constituents

Back to Contents

Click to add a new Constituent

• Users with individual profile can

view/creat/update their own

constituents

• Admin/group can

view/create/update constituents

and assign to any staff

Click on the row to view

detailed information

Click to easily find Constituents by

name and other values

At a glance, view

how much they

have contributed to

your organization

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Managing Your CRM

View Constituent Details

Back to Contents

Click to add a new Constituent

Click to modify an existing Constituent

This is the view mode

Constituent Information • Type (individual/group), Name, Email*

• Phone(s), address(es)

• Preferences, Roles, Relationships

• Additional Information (demographics)

• Notes

• Change control _____________ * Minimal data required, everything else is optional,

can be added as part of your cultivation efforts

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Managing Your CRM

Add/Edit a Constituent

Back to Contents

Multiple emails, phones,

addresses, roles,

relationships, etc

This is the update mode

Used by Online Marketing

Should be Yes for valid emails

Turned off when constituent

unsubscribes from mailing list

Can be manually modified, set no No

when using pseudo emails

If constituent passed away,

exclude from online mailings

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Managing Your CRM

Add/Edit a Constituent (continued)

Back to Contents

• Minimum data needed is

type, name and email

• Flexbility is part of ease of

use:

-Start with minimum data

- Include more as

relationship is cultivated

Preferences • Payment, Recognition and

Registration are required, used

for Contributions and Join

Mailing List modules

• Add additional preferences

specific to your NPO

Roles • Donor Role is required and

used by Online Donations,

Event Management and

Viral/Personal Fundraisers

• Add additional roles and

values specific to your NPO

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Managing Your CRM

Add/Edit a Constituent (continued)

Back to Contents

Relationships • Include your own

• Used to associate constituents with

each other

Additional Information

(demographics) •Include your own values

NOTES - Unlimited

Click Save to save the

Staff (User) record.

Click Cancel to discard

your changes.

• Minimum data needed is

type, name and email

• Flexbility is part of ease of

use:

-Start with minimum data

- Include more as

relationship is cultivated

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Managing Your CRM

Find a Constituent

Back to Contents

To search for an

existing Constituent,

click Search to open a

search criteria page

• Important Note:

When entering Contributions manually, you should

always search for the Constituent and update existing

information or create a new Constituent record prior to

entering contribution data.

You will frequently use the search feature as a part of

managing Constituents and entering Contributions.

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Managing Your CRM

Find a Constituent – Entering Search Criteria

Back to Contents

Begin your search by

selecting the type of

Constituent.

• Part 1 of the Search page

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Managing Your CRM

Find a Constituent – Entering Search Criteria (continued)

Back to Contents

Click the Add link to enter additional

criteria

Additional criteria of the same type

are interpreted as a search for

records with either one of the entered

criteria (example: Date of Birth =

01/20/1980 OR Date of Birth =

01/21/1980)

• Part 2 of the Search page

Click Search to locate Constituent

records that match your criteria.

Matches will be displayed in a new results

page

Remember to clear any dropdown

selections or values to remove them

from your search criteria, if not

needed!

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Managing Your CRM

Find a Constituent – Search Results

Back to Contents

• Successful results – One or more Constituent records were found matching search criteria

• No Records Found results – No Constituent records were found matching search criteria

Click to View an existing

Constituent

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1. You must be a CRM User/Staff to access your Constituents

2. To view an existing record, click on the name in the list of Constituents

3. You can modify constituent information at any time

4. You can add new constituents at any time

5. Email address is required and must be unique in your CRM

6. Use the Search feature to locate existing Constituents or to validate that a new

record should be created.

Managing Your CRM

Managing Constituents - Summary

Back to Contents

Minimum Information Required for Constituents

Type (Individual or Group)

First Name and Last Name (if Individual)

Company Name (if Group)

Email Address (must be unique and can be used by Constituents to SignIn

once they register into the system by including an Online Donation, a

registration to an event or simply entering their email to Join A Mailing list)

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Managing Your CRM

View Contributions

Back to Contents

Soliciting: fund raising/donations/gifts

Cutivation: becoming a board member,

joining a committee, referrals, etc

Click to enter a new Contribution

Click to view details of

a specific contribution

Click to easily find contributions

by Constituent and other values

Capture Contributions right into your CRM

• Manual data entry

• Automatically via Online Donations,

Event Registration and Viral/Personal

Fundraiser Donations

• Upload from Online Auctions

• Upload from external sources

Contributions are associated to a

Constituent (Donor)

When entering Contributions, it is

recommended you first go to the

Constituents Section to confirm if

your constituent exists and if

necessary update their information

to ensure good quality data at all

times

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Managing Your CRM

View Contribution Details

Constituent, Contribution

Name, Payment Option,

Type of Gift and Gift

Designation Amount are

the only fields required

Type of Payment defaults to

One-time, can help track

recurring or pledge

(installments) payments

Contribution Information Contributions belong to a Constituent

Can also be associated to an event or a

fundraiser in the specific modules

Click to enter a new Contribution

Gift Designations (required):

• Gifts associated to at least

one Program (one program

can be “unrestricted”)

• Can also split amounts

accross multiple

programs/appeals

Total Gift Calculated automatically

based on Amount(s) entered

under Gift Designation

Back to Contents

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Managing Your CRM

Create/Edit Contributions

Constituent, Contribution

Name, Payment Option,

Type of Gift and Gift

Designation Amount are

the only fields required

Gift Designations (required):

At least one Program is

required to enter gift amount

Can split amounts accross

multiple programs/appeals

Total Gift Calculated automatically based on

Amount(s) entered under Gift

Designation

This area cannot be modified

Type of Gift can be changed

in your Parameters Contribution Name is mandatory: use something

meaning to easily identify your contributions

Contribution Information Select a Constituent

If applicable select event or a

fundraiser

Back to Contents

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Managing Your CRM

View Pending Tasks

Setup/Track Reminders, plan and

track specific activities (due date): •Call Constituent

•Followup via email

•Update Proposal

•Confirm Payment

•Confirm Enrollment

•Validate Recognition

•Other

Tasks can be integrated

into Microsoft Outlook

(via export)

Click delete tasks

Click to add a new Task

Click to view task details

Back to Contents

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Managing Your CRM

Add/Edit Tasks Tasks are always

associated to a Staff/User

Tasks can also be related

to a Constituents or a

Contribution

Types of Tasks can be

setup in your Parameters

This is Create/ Edit Mode

Back to Contents

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Managing Your CRM

Add/Edit Tasks

Click Save to create or update the Task

•Recurring Tasks are supported

•Reminders can be specified

This is Create/ Edit Mode

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Managing Your CRM

Managing Document Templates

Templates:

•Only Users with Admin Profile can add templates

•Templates are available to everyone to view and download

Documents:

•All users can upload documents related to their constituents

Click to view/add Templates

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Managing Your CRM

Managing Document Templates

Matching Gift Instructions

Types of Documents

are specified in your Parameters

Thank You for Your Donation

Standard Templates: • Standard documents are readily available

for everyone at NPO

• Drive standarization, simplify processes

• Only admin user can upload templates

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Managing Your CRM

Managing Document Templates

This is View Only mode

Click Update to edit/modify

Click to create a new Template

Standard documents readily available for

everyone:

• Download to personalize/update with

standard tools (word, ppt, excel, etc)

• Upload to store online and share!

Only admin Users can create/modify Templates

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Managing Your CRM

Managing Assigned Documents

Click to view/add Assigned Documents

Assigned Documents

These types of documents are often

documents related to a specific Constituent

that has been assigned to a specific User

(Staff Member/Volunteer).

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Managing Your CRM

Managing Assigned Documents

How to Assign a Document

1. Complete the required information

– note the asterisks (*)

2. Select a file to upload

3. Click Save to save your document

in your Assigned Document list

Assigned Documents

These types of documents are often

documents related to a specific Constituent

that has been assigned to a specific User

(Staff Member/Volunteer).

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Managing Your CRM

Reports – List of Reports

The menus and dropdown list items are representative only and may not match your site.

Multiple Reports

This are is where you access reports

related to:

Constituents

Contributions

Events and

Personal Fundraisers

This is also where you can export

Constituents via the Constituents

Export Report (Upload Format)

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Managing Your CRM

Report View

The menus and dropdown list items are representative only and may not match your site.

Display settings

• Check the columns you

want to view on the report

• Click Submit to change

the report

Settings

• Specify the Title for the

report

Filter settings

• Click to display

only those records that

meet your specific criteria

• Click Search to change

the report

Report Results

• Specify the Title for the

report

Sample Report

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Managing Your CRM

Report View

The menus and dropdown list items are representative only and may not match your site.

Check the desired

columns and click

Submit to view them in

the report

Click on a column

header to change sort

order

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Uploading Existing/External Data

3. Click Execute Upload to perform the

import process into your CRM.

4. Select the type of import log file you

wish to view then click on the Download

link to View results (check logs)

During setup only,

data that you import can

be removed or cleansed.

You upload your

files here...

After uploading, you

perform the actual

import by clicking on

the Execute Upload

button and then view

your result logs here...

STEPS:

2. Click Choose File to select the import file

located on your computer and click Upload

to upload the file.

1. Specify the type of import file to upload,

either Contributions or Constituents.

Uploading Data - Steps

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* Optional Fields

Required field

Specify constituent email

---------------

If not available create a unique

pseudo email for later update.

Example:

[email protected]

where x is a number. The pseudo

email must not already exist in the

database if you are intending to add

a new Constituent record.

Staff email must

exist in your CRM

before import. It is

optional

If Type=Individual this

field must be blank. If

Type=Group then the

Group Name value is

required and the value

used here must already

be defined in your

Parameters.

Required field

The only allowed

values are Group

or Individual.

Names of Columns as shown here are mandatory (though not case-sensitive), and cannot be changed or the import will fail.

First and Last are mandatory for

Individuals, optional for Group

Company Name is

mandatory for Group

constituents, optional

for Individuals

The value here is used by the Online Marketing

module. The default value is Yes.

You should set to No for constituents with pseudo

emails. You exclude constituents from email

campaigns by specifying a value of N or No. This

value is easily changed in DonorCommunity.

First and Last are mandatory for

Individuals, optional for Group.

For Group constituents First and

Last can be considered primary

contacts.

Prefix, Middle Name and

Suffix are optional.

Uploading Existing/External Data

Mapping Constituent Data

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Phones are optional. To

load, Phone Type and

Number are mandatory.

Type must match CRM

values. If same type loaded

several times, it will be

updated every time

Addresses are optional. To load, the following are mandatory:

Address Type, Country, State, City, Street Addres, Zip Code.

Address Type values in your import file must also match existing parameters

in your CRM.

If same Address Ttype loaded several times, it will be updated every time.

Loading Additional

Information fields is

optional. To load must

include Additional

Information and

Additional Information

Value

Names of Columns as shown here are mandatory (though not case-sensitive), and cannot be changed or the import will fail.

Uploading Existing/External Data

Mapping Constituent Data

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Roles are optional. To load,

Role Type and Role Value

are mandatory. Values must

also match existing

parameters in your CRM.

Relationships are optional. To

load, Relationship Type and

Other Constituent are

mandatory.

Names of Columns as shown here are mandatory (though not case-sensitive), and cannot be changed or the import will fail.

Uploading Existing/External Data

Mapping Constituent Data

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Payment Preference and

Recognition Preference are

optional

.

Contributions require constituent minimum data plus: Contribution

Name, Type of Gift, Acceptance Date, Payment Options and schedule,

Designation & Amounts.

Names of Columns as shown here are mandatory (though not case-sensitive), and cannot be changed or the import will fail.

Uploading Existing/External Data

Mapping Contribution Data

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DC CRM Upload Guideline

Uploading Data – Additional Guideline

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If you need any assistance,

please contact us at

[email protected]

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New Staff Email Notification – New Account

New Staff Notification Process

Sample notification email

with temporary password.

Passwords are case-

sensitive.

Back to User Setup

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New Staff login to access CRM

1. Locate the Sign In menu item. It is typically under the Contact Us

main menu.

New Staff Notification Process

Example page menu, typically on the left side of the page:

Example menu:

OR

Alternatively, click on the Contact Us menu item and select Sign

In from the page navigation menu.

Back to User Setup

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New Staff login

New Staff Notification Process

Enter the primary email

account for the user and

then enter the temporary

password that was emailed

to the user.

Passwords are case-sensitive.

Click Sign In

Click the Forgot Password

link to reset a user's

password.

Back to User Setup

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New Staff – Forgot Password

New Staff Notification Process

A user's password will be updated with

a new temporary password and

emailed to the User's email address, if

the Forgot Password form is used.

Back to User Setup

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New Staff – Accept Terms of Use

New Staff Notification Process

When a new User logs in for the first

time, they must choose to accept the

Terms of Use.

This is a one-time election.

Click to proceed with login.

Back to User Setup

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New Staff – Successful Login

New Staff Notification Process

The new User is now logged in as

indicated.

The new User should now change their

temporary password.

Click Members Area, then click on

Reset My Password. Back to User Setup

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New Staff – Password Reset

New Staff Notification Process

Enter a new password, then re-enter

the password to confirm

Click Save to update the password.

An email notification will be sent to the

User's primary email address.

Back to User Setup

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New Staff – Change Password Notification

New Staff Notification Process

This is an example of the email

notification sent to the User when a

User's password is changed.

An email notification will be sent to the

User's primary email address.

Back to User Setup

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Your Logo

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If you need any assistance,

please contact us at

[email protected]

Back to User Setup

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