Infoworks the cloud facing organisation pr1
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Transcript of Infoworks the cloud facing organisation pr1
The cloud facing organisation- Infoworks
- Change & “Cloud facing”
- Possibilities: CRM – CMS – Social – Mobile
- Strategies
Stuart Lunn
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Infoworks
• Databases & CRM
– PaperBuilding & software generation
– Big, beautiful, browser-based information systems
• Why ‘the cloud facing organisation’?
– Infoworks’ labs
• Jargon
– CRM, CMS, API / web services, i-frames
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Organisations 20 years ago?
Fundraising
3rd Sector
Org
Membership
Events
Cases
Advice & InfoSales
Volunteers
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Organisations today?
• So what has changed?
Fundraising
3rd Sector
Org
Membership
Events
Cases
Advice & InfoSales
Volunteers
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
The world around us 20 years ago
Products
Services
Information
Clients
Physical delivery
inside
outside
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Our changing world
Products
Services
Information
Clients
Physical delivery
Databases:
Contacts Fundraisin
gMembers EventsCases
…
inside
outside
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Our changing world
Products
Services
Information
Clients
Physical delivery
Databases:
Contacts Fundraisin
gMembers EventsCases
…
Websites:
Brochure
Client login
inside
outside
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Products
Services
Information
Clients
Physical delivery
CRM:
Contacts Fundraisin
gMembers EventsCases
…
CMS:
Brochure
Client login
Social Media:
inside
outside
Our changing world
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Our changing world
Products
Services
Information
Clients
Physical delivery
CRM:
Contacts Fundraisin
gMembers EventsCases
…
CMS:
Brochure
Client login
Social Media:
Mobile
inside
outside
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Our changing world
Products
Services
Information
Clients
Physical delivery
CRM:
Contacts Fundraisin
gMembers EventsCases
…
CMS:
Brochure
Client login
Social Media:
Mobile
inside
outside
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
The cloud facing organisation
• Contrast this with...
Products
Services
Information
Clients
Physical delivery
CRM:
Contacts Fundraisin
gMembers EventsCases
…
CMS:
Brochure
Client login
Social Media:
Mobile
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
The way we were
Products
Services
Information
Clients
Physical delivery
inside
outside
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
The cloud facing organisation
• Far more complex
• Far more possibilities…
Products
Services
Information
Clients
Physical delivery
CRM:
Contacts Fundraisin
gMembers EventsCases
…
CMS:
Brochure
Client login
Social Media:
Mobile
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
The cloud facing organisation
• Far more complex
• Far more possibilities…
CRM:
Contacts Fundraisin
gMembers EventsCases
…
CMS:
Brochure
Client login
Social Media:
Mobile
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
The cloud facing organisation
• Far more complex
• Far more possibilities…
CRM
CMS
Social Media
Mobile
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
The cloud facing organisation
• Far more complex
• Far more possibilities…
CRM
CMS
Social Media
Mobile
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Possibilities: CRM – CMS – Social – Mobile
CRM
CMS
Social Media
Mobile
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Possibilities: CRM – CMS integration
• CRM services in CMS
• Shared login
• Examples
– Third Sector Design (Salesforce)
– London Council (Dynamics)
– ThankQ
– Infoworks
• Impact
CRM
CMS
Social Media
Mobile
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Possibilities: CRM – CMS... Third Sector IT
• Salesforce
• “Web to lead” / “Web to case” object
• Build it
• Drop into web page
• Posts data into the CRM
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Possibilities: CRM – CMS... Third Sector IT
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Possibilities: CRM – CMS... Third Sector IT
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Possibilities: CRM – CMS... Third Sector IT
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Possibilities: CRM – CMS... Third Sector IT
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Possibilities: CRM – CMS... Third Sector IT
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Possibilities: CRM – CMS... Third Sector IT
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Possibilities: CRM – CMS... Third Sector IT
• Salesforce
• “Web to lead” / “Web to case” object
• Build it
• Drop into web page
• Posts data into the CRM
– One-way integration very quick & easy
– If email can be tied in we have instant linkage to existing records
– Two-way integration
• i-frames
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Possibilities: CRM – CMS… Dynamics
• Local Government Services example
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Possibilities: CRM – CMS… Dynamics
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Possibilities: CRM – CMS… Dynamics
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Possibilities: CRM – CMS… Dynamics
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Possibilities: CRM – CMS… Dynamics
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Possibilities: CRM – CMS… Dynamics
• Local Government Services example
• Very comprehensive & Quick to setup
– Dynamics exposes data objects through simple API / web services
– Supports 2-way integration
– Lends itself to friendly web self-services
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Possibilities: CRM – CMS… ThankQ
• Everyone wanted, didn’t know why
• Now portal standard
• 50% share login with CMS
• Behind the login…
• …
Login
General newsThis is what we’re doing about XThis is what we’re doing about Y…
Home X Y Z
Login
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Possibilities: CRM – CMS… ThankQ
• Everyone wanted, didn’t know why
• Now portal standard
• 50% share login with CMS
• Behind the login…
• …Hom
e X Y Z
LoginClient
Portal
Headline just for Fred What should we do about X?Have your say about Y…Comments-“Y is a major contribution!” said Fred 6/6/2012
My Donations
My Buy
By Bookin
gs
My Renewal
Home
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Possibilities: CRM – CMS… Infoworks labs
• Internal CRM
• External CMS
– No Client Portal
– Login
– See the Client Portal
– See the exposed, cut-down, client specific CRM
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Possibilities: CRM – CMS… Internal - CRM
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Possibilities: CRM – CMS… CMS not logged in
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Possibilities: CRM – CMS… Logging in
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Possibilities: CRM – CMS… see the Client Portal
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Possibilities: CRM – CMS… see the External-CRM
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Possibilities: CRM – CMS… Internal vs External
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Possibilities: CRM – CMS
• CRM services in CMS
• Shared login
• Examples
– Third Sector Design (Salesforce)
– London Council (Dynamics)
– ThankQ
– Infoworks
• Impact
– Internal / External boundaries reduced
– Efficiency, better & quicker service
– Closer to service users
– Still the biggest deal
CRM
CMS
Social Media
Mobile
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Possibilities: CRM – CMS
CRM
CMS
Social Media
Mobile
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Possibilities: CRM – CMS – Social
CRM
CMS
Social Media
Mobile
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Social Media – must we?
• Your audiences
• Your competitors
• Web/Facebook - come to me/to you
• We must
– Engage …
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Social Media – must we? Twitter
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Social Media – must we? Twitter
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Social Media – must we? Facebook
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Social Media – must we? Facebook
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Social Media – must we?
• Your audiences
• Your competitors
• Web/Facebook - come to me/to you
• We must
– Engage
• We can
– Integrate …
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Social Media Integration Types
• Facebook / Twitter data capture
– CMS login with Facebook
– Direct personal
– Monitoring
• Facebook apps
• CRM posting
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
CMS login with Facebook
• Alumni for UK State schools
– Login using Facebook
– Grab personal, educ, jobs data
– Bingo
– Uses CiviCRM
– New
Michael McAndrew
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
CMS login with Facebook
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
CMS login with Facebook
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
CMS login with Facebook
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
CMS login with Facebook
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
CMS login with Facebook
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
CMS login with Facebook
• Alumni for UK State schools
– Login using Facebook
– Grab personal, educ, jobs data
– Bingo
– Uses CiviCRM
– New
• !
• Why Facebook?
– “kids don't use email any more”
– “Facebook logins change less”
– “sending them messages soon as from inside Facebook“
Michael McAndrew
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Direct personal
Facebook Twitter [LinkedIn]
Considerations:
• Facebook: data protection, update, API, new!
• Twitter: fundraising
• LinkedIn: storage restrictions
1 •Find us on Facebook
2 •BIG disclaimer
3 •Capture to CRM
4 •Write on Wall
1 •Search Twitter data for name/term/tag
2 •Select
3 •De-dupe
4 •Import to CRM
3 •Nurture
… •Store LinkedIn ID
1 •Browsing prospects in CRM
2 •Click LinkedIn tab
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Monitoring
• “It’s not all about people - listen.”
– Events / appeals etc monitor conversations for better management
– Complaints => Caring -> CRM
• manual/auto
• CRM supported conversation
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Social Media Integration Types
• Facebook / Twitter data capture
– CMS login with Facebook
– Direct personal
– Monitoring
• Facebook apps
• CRM posting
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Facebook apps – serve & capture
• Sign up here to be the first to hear about …
• Donate
• Volunteer
• Log a case
• Book a course
– Capture data to CRM
– Use CRM functionality to provide self-services
– Re-use of client portal functionality eg Oxfam…
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Facebook apps – serve & capture
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Facebook apps – serve & capture
– Note the scrollbars
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Facebook apps – serve & capture
• Website
Same underlying functionality?
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Social Media Integration Types
• Facebook / Twitter data capture
– CMS login with Facebook
– Direct personal
– Monitoring
• Facebook apps
• CRM posting -> Social Media - workflow initiated
– Thanks for your donation
– 1st brick laid
– First child…
– First graduation…
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Social Media Integration – is it worth it?
• Engagement
• Prospecting
• Self service
• Data capture
– far easier for them
– personal, issues and metrics
• Self update
• New!
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Possibilities: CRM – CMS – Social
CRM
CMS
Social Media
Mobile
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Possibilities: CRM – Mobile
CRM
CMS
Social Media
Mobile
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
CRM - Mobile opportunities
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
CRM - Mobile opportunities
• Staff use
• External use
– Why good?
– Good for?
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Possibilities: CRM – CMS – Social – Mobile
CRM
CMS
Social Media
Mobile
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Possibilities – how we might look
So many possibilities,
how to decide what to do?
Home X Y Z
Login with Facebook
Client Portal
Headline just for Fred What should we do about X?Have your say about Y…Comments-“Y is a major contribution!” said Fred 6/6/2012
Contacts Donations Membership Cases Events Logout
Forename SurnameAddress
PostcodeWebFacebookTwitter
My Donation
s
My Buy
My Booking
s
Home
Volunteer here, now
Facebook SC Find Friends Home
Compelling
Engaging
Content
Mobile Event Organiser
Tuesday ClubAttendee Role Confirm
Joey Wash up
Ellie Chair
Mack Car park
Frank ?
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Strategies
• Processes
• seeing the opportunities
• Strategy formulation
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Mobile
Processes - seeing the opportunities at Stu College
Enrol/Register
Pay
Enrol/Register
Pay
Website
Search
Course Info
[Login]
Google Search
Add to BasketFacebook
Mobile App
2003Which SC course shall I do?
1990The usual please
2005London evening courses…
2012Jan likes Novel writing for girls(!) at SC
Go 1st Class
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Strategies –we’ve come a long way
Products
Services
Information
Clients
Physical delivery
inside
outside
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Strategies – and we’ve got complexity
Products
Services
Information
Clients
Physical delivery
CRM:
Contacts Fundraisin
gMembers EventsCases
…
CMS:
Brochure
Client login
Social Media:
Mobile
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Strategies – and we’ve got complexity
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Strategies – but when you boil it down
Products
Services
Information
Clients
Physical delivery
CRM:
Contacts Fundraisin
gMembers EventsCases
…
CMS:
Brochure
Client login
Social Media:
Mobile
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Strategies for cloud facing organisations
Organisational Strategy
Constraints:- Technical- Financial- Social- …
Processes
IT Strategy
CRM
CMS
Social Media
Mobile
Watching
Labs
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Strategies for cloud facing organisations
Organisational Strategy
Constraints:- Technical- Financial- Social- …
Processes
IT Strategy
CRM
CMS
Social Media
Mobile
Watching
Labs
The cloud facing organisation: Change - Possibilities - Strategies Stuart Lunn
Thanks to:
• Stony Grunow
• John Bird
• Michael McAndrew