Selecting the right CRM for your charity and the importance of data Tory Cassie & James Glover

1. Selecting the right CRM for your charity and the importance of data Tory Cassie & James Glover 20th JUNE 2019

2. m-hance – who we are • Work with Not for Profit organisations • 100% focused on Microsoft Technologies • Dynamics 365 (finance and CRM), SharePoint, Office 365 and PowerBI • Developed a framework of solutions to meet Not for Profit requirements • Implementation, support and on-going partnership • Projects are objective driven • We aim to make a difference to every organisation we engage with

3. What is CRM? • A “A computerised system for identifying, targeting, acquiring, and retaining the best mix of customers” • or • B “A management philosophy according to which an organisation’s goals can be best achieved through identification and satisfaction of the customers' stated and unstated needs and wants” • At m-hance, we think it also includes the importance of Processes, People and Technology • Source of definitions: www.businessdictionary.com/definition/customer-relationship-management-CRM.html

4. Processes, People and Technology

5. Processes • Every organisation has a business process, some very simple and some very complex • Opportunity to review how a new solution could support your charity’s strategy • Identify what you do and why you do it • Use technology as an enabler • Work with selected partner to improve processes in line with your project objectives

6. People • Range of different ‘stakeholders’ • All taken into consideration when planning, selecting and implementing a new CRM solution • What CRM means to each of them and your ‘customer’ – supporter, beneficiary, member, donor

7. Technology • CRM is different in the Not for Profit world • Product vs Platform

8. How to start and how to get there • Governance, • An honest & • open business • case Agree deliverables & Contract Shortlist, Prototype, Selection Key Processes & requirements

9. Things to consider • Get everyone on board – organisational ownership & who is in charge • Link technology to strategy • Compare apples and apples & think long term • Plan from the start!

10. Importance of Data Management • Data migration from legacy sources • On-going data quality – integrations and users • Compliance • Understanding your data • Reporting and analysis to make decisions

11. Data Migration • Start early – don’t underestimate the task • Data Assessment - take the opportunity to rationalise and reduce the data • Clean the data before it gets loaded • Expect multiple iterations • Appoint an empowered decision maker

12. Data Migration

13. User Acceptance Testing • Early visibility of functionality can be done with sample test data • UAT of configuration needs to be performed with representative data • UAT of data migration needs to be performed against real data

14. Reporting & Analysis of Data • Define key metrics and measurements for analysis • Understand your data sources • Understand your audience • Make decisions to make a difference

15. Thank You tory.cassie@m-hance.comhello@m-hance.comwww.m-hance.com