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:

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
Trustees
Membership
Fundraising
Help & Advice
‘Customer’

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
Key
Processes
& requirements
Shortlist,
Prototype,
Selection
Agree deliverables
&
Contract

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.com hello@m-hance.com www.m-hance.com