1. CRM System Overview University of Illinois at Springfield Lindsay Bessick, Educational Consultant

3. is a software application for managing the relationships and interactions with individuals and organizations that support your mission and fundraising efforts. Single System of Record 360-Degree View Maximizes Fundraising Efficiency + Effectiveness Blackbaud Enterprise CRM

4. You’re in Good Company

5. Receives 8 appeals a year Receives the bi-monthly alumni magazine Usually gives online Active in the local Alumni Chapter Volunteers as a Scholarship Reader You know a lot about your constituents

6. …but there are other things you don’t know ? He has 3 children who are also Alumni He has the capacity to give you a major gift He called your donor services 3 times in the past 6 years to update his address He likes you on Facebook He works for a company that you recently met with & solicited for a corporate gift He lives near UIC’s campus & very near your major gift officer

7. A Unified Constituent Experience CRM gives you the complete 360º constituent view

8. Raise More Money & Manage Donors More Effectively Acquire, Upgrade, and Retain Donors Manage Finance and Accounting Deliver Engaging Websites Take Online Donations with Integrated Merchant Services Because of this 360 View, CRM will enable you to...

9. GREAT NEWS! Web-based Easy to navigate and personalize 360 degree view Reporting Dashboards Custom Reports Blackbaud Confidential9

10. The Records Mission critical information: Revenue Summaries Education, Class Year Communications Primary Contact Info Critical Relationships Record History

11. Graphs & Spreadsheets Ad Hoc & Smart Queries Smart Fields KPIs Custom Reports Good Data Out

12. Complex vs. Complicated Extra internal complexity is generally a good thing at first... It is what happens when businesses grow, move into new markets and add systems that improve performance. The problem comes when so much is added that it slows things down, adds cost and spoils performance. Carly Chynoweth, The Sunday Times (of London) March 2011

13. Strategy  Implementation & Training Plans There IS a Method to the Madness Complexity Hiding  Trust the Process All Shall be Revealed in Good Time Sustainability  “Right-Sizing” Not overwhelming Transparency  Good Complexity vs. Bad Complexity Sense-Making Activities Total Value Chain  It’s All Connected What’s in it for me and my team? Managing Complexity

14. It’s all connected... Constituents Revenue Treasury Fundraising Marketing & CommunicationsMemberships Administration Prospects Analysis EventsVolunteers

15. Something for Everyone Executive Leadership  CRM is comprehensive Mid-Level Managers  CRM is portable Front Line Team  CRM is real time

16. Executive Leadership What are the data questions you are asked? How are we doing on X? Who are our biggest donors? Can I get a report for the Board?

17. Mid-Level Managers What are the data questions you are asked? How’s my team doing? Am I on target / at capacity / on budget? Do I have a case for my request?

18. Front Line Team What are the data questions you are asked? How long will it take you to put that together? What’s on the docket for today? How do I get my work checked? When did X get that letter?

19. Which tools/features are you most looking forward to using? For you? For your team? For the Advancement Program?

20. Lindsay Bessick Lindsay.Bessick@Blackbaud.com Educational Consultant For more information, resources, and conversations, visit: blackbaud.com/research npEngage.com

21. Functional Area Overviews Some areas that we covered throughout the week: LocationFunctionalityQuestions/Concerns Urbana – Champaign Communications Prospect Management Workflow My Fundraiser Page Major Giving Management Mobile functionality Revenue Batch Events Organization Records Corporate Information Organizational Info If CRM is available on the web, how can we be sure it’s completely secure? Will all correspondence and communications have to be built out in Word in order to be completed via CRM? How will 3 rd party sites (for events, email) interact with CRM? Will they be replaced by CRM or simply be integrated somehow? Do we know which ones are staying/going? How does the Mobile functionality work?

22. Functional Area Overviews Some areas that we covered throughout the week: LocationFunctionalityQuestions/Concerns Chicago Events Constituent Relationships Individual Organization (Corp/Found) Prospect Management tools Contact Reports Prospect Plans for Individuals vs. Corp/Found Will CRM interface with UIAN? Yes this will be part of the online interface activities. Can we sync the data we know from CRM to the various websites at UIC? Data clean up, provide UIC an overview of what the data cleanup efforts that are planned / in progress for AI project. How to make sure that the correct data from contact reports gets entered into CRM? Data conversion mapping from historical and design sessions for new reports. Are their productivity / time management tools in CRM?

23. Functional Area Overviews Some areas that we covered throughout the week: LocationFunctionalityQuestions/Concerns Springfield Prospect Management Workflows My Fundraiser Page Contact Reports Relationships Events (Batch – mentioned as an interest but no potential users were in the room to necessitate discussion) If I log into CRM from my tablet or smart phone, will I need to reset my preferences? How can we be sure that the system alerts us to important information? Where do we see all the connections between people, their employers, and other organizations that they may be connected to? How does Batch functionality work?

24. Data Entry/Gift Processors  Batch Functionality Front Line Fundraisers  My Fundraiser Page Donor Relations  Recognition Programs Direct Marketing Specialist  Export Definitions Events Management  Event Copying Database Administrators  Job Schedules, Queues Management Professionals  Dashboards Support Staff  Shortcuts, Fewer Clicks, Real time Internet Solutions Specialists  BBIS/CRM integration Efficiency Gains

25. Graphs & Spreadsheets Ad Hoc & Smart Queries Smart Fields KPIs Custom Reports Good Data Out

26. Effectiveness Gains: Data Output that Matters Data Output TypeExample Graphics/VisualsMy Fundraiser Page Data ListsPlanned Giving Lead Lists OOB ReportsEvent Comparison Report Custom ReportsWeekly Activity Report Ad-Hoc QueryDonors over $100 this week Smart QueryLYBUNT Donors KPIsMarketing ROI SmartFieldsConsecutive Gifts on File DashboardsMajor Giving Management