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

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

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

Processes, People and Technology

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

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 Trustees Membership Fundraising Help & Advice ‘Customer’

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

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

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!

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

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

Data Migration

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

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

Thank You tory.cassie@m-hance.com hello@m-hance.com www.m-hance.com