Presentation Title Accountability and Transparency Heather Black, Managing Director, Economic Change CIC Insert your logo here

Presentation Title Emerging Trends Pressing Requirements Organisational Needs Reduce admin costs Return on investment / payment by results Additional social value Cost Evidence of impact and performance Customer demand and need Transparency and accountability Evidence Customer satisfaction and speed of service Security of customer data Information, advice and guidance Customer

Presentation Title 5 Priority Areas Customer information Customer service & impact Management processes Management information system Monitoring and Evaluation

Presentation Title 1. Customer Information Data Capture 1.Theory of Change Indicators 2.Demographics 3.Baseline data 4.Lead source of customer 5.Motivations for engagement 6.Special circumstances 7.Services received 8.Preferred communication method 9.Communication methods 10.Outputs & Outcomes achieved Best Practice Standards 360 Degree View 100% Tracking Client Intelligence Impact Data

Presentation Title

2. Customer Service Points of note relates to: Marketing and Sales Strategy Assessment Process Customer Journey 1.Dates of engagement & interaction 2.Dates achieved outputs and outcomes 3.Duration to achieve outcomes 4.Difference in days Actual v Expected 5.% Achieved in expected timeframe 6.Response rates to queries 7.Customer satisfaction score e.g. Net Promotor Score 8. Complaint management Best Practice Standards Duration of client journey Adequate IAG Quality control Customer Satisfaction Rates

Presentation Title 3. Management Process Ability to demonstrate 1.Lean Management 2.Time & Cost Efficient Processes 3.Clarity on Processes 4.Expertise in Project/Financial Management 5.Policy Compliance & Quality Standards e.g. ISO9001 Kite Mark, MATRIX, OFSTED, City and Guilds, Customer First, PQASSO Best Practice Standards. Process Maps Project KPIs Project /Financial Management Quality & Policy Compliance

Presentation Title Developing a Process Map

Presentation Title 4. CRM Systems Capacity to: 1.Market and customer intelligence 2.Customise to capture what you need 3.Faster response times 4.Real-time data & analytics 5.Accessible and User-Friendly 6.Recognised quality 7.Upgrades available 8.Ability to integrate with other systems Best Practice Standards Improved visibility Secure Data Access to Real-time analytics Compliance for Contracts

Presentation Title

Vote Now Results Do you have/use a CRM internally?

Presentation Title Vote Now Results ​How many attendees in the audience feel like their organisation uses their CRM to maximum benefit?

Presentation Title 5. Monitoring and Evaluation Define KPI’s on.. 1.Marketing 2.Customer Service 3.Sales 4.HR 5.Finance 6.Outputs 7.Outcomes 8.Wider Impact Best Practice Standards Key Performance Indicators SMART Targets Transparent Monitoring to Stakeholders Independent Assurance

Presentation Title

Solutions to improve Accountability and Transparency

Presentation Title

Solutions we offer Business Strategy Social Impact Framework Process Mapping CRM Specification Salesforce CRM Implementation

Presentation Title Change Management Implementing Change Analyse Rationale Readiness Plan Approach Team Strategy Lead Facilitate Change Prepare Embed

Presentation Title Rational for Change QuestionsExamples What are the changes to be made? Consider the different components related to the change? New CRM system New team structures New management processes New communication products introduced New management performance KPI's Who is driving the change? Who was the trigger or driving force to initiate the change? Senior Leader Powerful influential person in organisation Management figure Improvement team / R&D Why is there a need for change? Are there internal or/and external forces at work? Under-performance of targets Problems experienced by team or customers To meet stakeholder requirements Management preferences Market pressure Poor quality control What are the motivations for change? What is the traction behind the change and what are the intended outcomes? Innovation in market Meet market/consumer demand Keep pace with competition Improving efficiency Solving problems Reducing costs Meeting quality standards What does success look like? Related to specific measurable KPIs/SMART Goals £XX reduction in costs xx increase in number of sales xx% increase evaluation response rates xx hrs saved in administration Quality mark secured

Presentation Title The Process of Implementation Preparing the Business Case Identify motivations Identify business drivers Review current process Identify wish list Undertake gap analysis Prepare business case Cost/benefit analysis Allocate budget The Planning Process Identify team requirements Research and understand capabilities Report back to team and review requirements Complete action plan Select the best approach The Design Process Refine and map business processes and data capture requirements Identify and map automated processes and tools to be used for processes and tasks. Finalise requirements Implementation Develop solution Management testing Management process mapping Management training Team Roll-Out Application User adoption protocol User engagement Management reports Troubleshooti ng Managing updates

Presentation Title supporting e-guides -

2 Old College Court, 29 Priory Street, Ware, Hertfordshire, SG12 0DE For more information, contact us at THANK YOU FOR LISTENING CHASE2016 Sponsors