Building a CRM VisionInto RealityNovember 15, 2016

About Heller Consulting

Experience Places People Focus20 Years

1,500+ Clients 3,000+ Projects

San FranciscoChicago

New YorkBostonAustin

35 People:SmartSkilled

Committed

Serve solely nonprofits

All consultants have worked in

nonprofits

Connecting your systems

• CRM planning and software selection

• Systems Implementation• Optimizing your current

software

Connecting your team

• Streamlining business processes

• Change management solutions

• Team configuration and training

Connecting your community

• Direct response strategy

• Campaign creation• Engaging & activating

supporters

Heller’s Skills

Clients Include

White Papers: TeamHeller.com/resources/

Engagement Strategy• Marketing Automation• Taking Engagement Seriously• CMS Platforms: A Guide for

Nonprofits

CRM• State of CRM Whitepaper • Making Your CRM Aspiration a

Reality• CRMready Workshop• Engaging Constituents: Your

Strategies and CRM• Business Intelligence Tools

Review• Integrated Suites Review

Salesforce• Fundraising App Review Paper• NGO Connect: Maximizing its

Potential• NGO Connect & NPSP:

Choosing the Right Solution for You

• Advancement Connect: Advancement Solution for Higher Education

Please visit TeamHeller.com/resources/

About Room to Read

We envision a world in which all children can pursue a quality education that enables them to reach their full potential and contribute to their communities and the world.

Room to Read seeks to transform the lives of millions of children in developing countries by focusing on literacy and gender equality in education. Working in collaboration with local communities, partner organizations and governments, we develop literacy skills and a habit of reading among primary school children, and support girls to complete secondary school with the relevant life skills to succeed in school and beyond.

Room to Read believes that World Change Starts with Educated Children.®

The CRM Vision

This is your current situation.

The Disconnected Nonprofit

• Disconnected Constituent Records Stranded in Disconnected Systems

• Miscommunication, missed opportunity, compromised constituent experience, trust erosion

This is the impact on your constituents and you.

Constituent Engagement Strategy

• How do we want to relate to our constituents?

• How do we want then to relate to each other?

• How do we want them to relate to us?

• How can we all do more together?

Putting the constituent at the center of your thinking.

CRM Vision: The Connected Nonprofit

Mission

Donor Online Engagement

Guided by engagement strategy…

…Systems aligned, one record per

constituent

Room to Read’sCRM Vision

What is a CRM Roadmap?

It’s a practical Planfor achieving your

CRM Vision

What is a CRM Roadmap?

It’s a Process for collaborating on and socializing the CRM opportunity at your

organization

It’s an Opportunityto articulate your

organization’s CRM Vision

12

3

CRM Roadmap: Contents

• CRM Vision• Constituent Engagement Journey• Technology & Operations Assessments• User Stories & Business Requirements• Solution Selection• Phased Adoption Approach• Platform & System Architecture• Implementation Plan• Project & Future Staffing• Change Management & Communication Plan• Business Case

CRM Roadmaps don’t always, or even usually, contain all of

these items.

Tailor to the needs of your nonprofit.

!!!

Why do a CRM Roadmap?

Answers key questions for staff, management, board, stakeholders:

WHAT are we doing?

HOW are we doing this?

WHO is doing each piece?

WHEN will each piece happen?

WHY are we doing this? CRM Vision!

Room to Read’sCRM RoadmapExperience

CRM Roadmap in Detail: Phased Adoption Approach

CRM Roadmap: Phased Adoption Approach

Legacy CRM

Legacy Email

Legacy Online

Donations

National Online

Presence

Campaign Online

Presence

Chapter Online

Presences

6

12

3

4

5

General Ledger

Missions &

ProgramsA

BC

Chapter “CRM” Systems

Current Systems

Phase 1 End Point

CRM

General Ledger

Consolidated Online

Presence

Missions &

ProgramsA

BC

Chapter “CRM” Systems

Final End Point (Last Phase)

CRM

General Ledger

Consolidated Online

Presence

Criteria for Phasing

Key Questions• What are the best opportunities?• Where is the primary pain?• Shortest course?• Greatest impact?• Establishing foundation for future

success

Key Considerations• Prioritize high-impact and

high-urgency work• Consider technical or

system present-state• Adjust for organization

readiness & calendar

?

Phases split challenges into manageable parts

Plan for clear milestones that allow you to communicate success and progress

CRM Roadmap: Platform & System “Architecture”

Before

After

Before

After

R2R Architecture Goals

Implementation Plan

Implementation Plan (used in each Phase)

Transition from Roadmap to Implementation

Changing from the planning phase to the implementation phase takes communication.

Change Management, Communication, & Transition Plan

Change Management

The PEOPLE portion of the project!

http://bit.ly/1S9jR7V

Prepare for changes

Have clear strategies and goals, and your path to achieve them can safely shift along the way.

Managing change in the organization, as well as in the roadmap if needed.

Executive Sponsorship!

Expect the unexpected

There are always surprises and challenges.

Refer back to your strategies and goals to adjust plans and immediate priorities.

510-841-4222 TeamHeller.com510-841-4222 TeamHeller.com