What is a CRM?
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The document outlines an agenda for the London Riders' CRM Summit. It includes presentations on various customer relationship management (CRM) platforms and technologies that are commonly used in the third sector. Attendees will hear from representatives of CiviCRM, Salesforce, and Microsoft Dynamics CRM. There will also be a panel discussion and demonstrations of CRM systems. The goal is to help third sector organizations understand what CRM is and how to evaluate different CRM options.
What is a CRM?
- 1. London Riders’ CRM Summit Welcome What is CRM in the 3 rd sector? Stuart Lunn (Infoworks) Presentations CiviCRM David Moreton (Circle Interactive) Michael McAndrew (Third Sector Design) Salesforce Stony Grunow (Third Sector IT) MS Dynamics CRM Bill Padmore Break Panel Q&A Demo Close
- 2. London Riders’ CRM Summit What is CRM in the 3 rd sector? CRM Evolution Functionality & Philosophy 3rd sector CRM CRM Platform 3 rd Sector Market How to judge?
- 3. CRM Evolution PCs WP Spreadsheet DB 3 rd Sector Commercial FR Mship packages & bespoke Sales / Service packages & bespoke Mass Mailings, Targetting, Tracking tools Relationship Marketing Relationship Fundraising all aspects of each rel with client recorded & managed, used creatively dev rel, make donor feel loved, ID progression routes and strategies Act, GoldMine … Raiser’s Edge, Alms … browser based information systems SalesForce SalesForce MS Dynamics MS Dynamics Civi & Sugar OS 100+ charity packages & bespoke
- 4. Functionality & Philosophy Core CRM Functionality Contact management, task, interactions, relationships, e/mailing/comms integration Sales track: Campaign/Sales/Donation/Membership tracking Service track: Service delivery /case management Call scripts + Workflow + Analytics Extension capability Applied CRM Philosophy IS Strategy
- 5. 3rd sector CRM CRM Package All contacts & rels Charity Package Specialist Fundraising
- 6. 3rd sector CRM CRM Package Fundraising Membership
- 7. 3rd sector CRM CRM … Fundraising Membership Events Case Management
- 8. 3rd sector CRM = CRM Platform Fundraising Membership Events Pub Sales Case Management Grants CMS integ Soc N/w
- 9. CRM Platform 3 rd Sector Market SalesForce MS Dynamics SugarCRM 100+ charity packages & bespoke ASI (iMIS, ProgressCRM) Care Data Systems - DonorFlex Centrepoint - eTarget IRIS: CARE, Charisma, Integra Lamplight MTL SodalitaS Raiser's Edge Subscriber.NET ThankQ Westwood-Forster + missing? + 100 others CiviCRM
- 10. How to judge? S/W & Implementation costs Technology Functionality/Features Extension Experience Admin/Security Vendor service … the score card
- 11. London Riders’ CRM Summit What is CRM in the 3 rd sector? CRM Evolution Functionality & Philosophy 3rd sector CRM CRM Platform 3 rd Sector Market How to judge?
- 12. London Riders’ CRM Summit Welcome What is CRM in the 3 rd sector? Stuart Lunn (Infoworks) Presentations CiviCRM David Moreton (Circle Interactive) Michael McAndrew (Third Sector Design) MS Dynamics CRM Bill Padmore Salesforce Stony Grunow (Third Sector IT) Break Panel Q&A Demos Close
- 13. London Riders’ CRM Summit Welcome What is CRM in the 3 rd sector? Stuart Lunn (Infoworks) Presentations CiviCRM David Moreton (Circle Interactive) Michael McAndrew (Third Sector Design) MS Dynamics CRM Bill Padmore Salesforce Stony Grunow (Third Sector IT) Break Panel Q&A Demos Close
Editor's Notes
- #5: Call scripts (?used much in nfp) Workflow (eg no contact 3 months, all ok email and fup-call task entry) Analytics (eg data to support decisions, pub sales – membership cross sales procivity) Some have bought CRM, plonk in & hope – almighty mess CRM apps are v complex and powerful, easy to just wade in and come unstuck Used to say don’t just buy Access and think no more costs of IS Now say: don’t just buy CRM and think no more costs of IS CRM philo = more important than package Crappy Access knockup with intelligent use > crm plonk-in Deep strategic thought on how IS support org strat + regular review = king Ask not what features has the CRM got, ask what spt db spt does my org need
- #6: Some larger orgs CRM + specialist char package – eg MS CRM + ThankQ (Stroke Ass)
- #7: But mostly, Org chooses CRM as centre built around, market place of compatible 3rd party free/proprietary modules or bespoke by implementor
- #9: … SF, MS CRM = not system so much as system => platform eg London Council + SFA crm = bespoke dev platform – logic = big crm, not fired. Every org wide IS = CRM project Eg medical char recently bid for: ms crm, thankQ, salesforce, infoworks Every supplier = CRM Infoworks – was web based Info Sys -> cloud CRM For 3rd sector org selecting a database, don’t just ask what CRM do I need? Do look at CRM’s but ask what do I need on top of CRM, or what database solution suits me best?
- #10: But non-core CRM may exist already in charity pckg + novel bespoke ext easier in bespoke platform … not completely sound thinking (but prevalent) crm sexy, don’t ignore these - have specialist func you may have to re-invent in crm… why do it? That said, we’re here today to see CRM systems
- #11: S/W & Implementation costs (S/w cheap, extension/customisation/implementation = hard work & ongoing – most exp bit)