1. Naked CRM Iain Pritchard - Adapta Consulting

2. Iain Pritchard Adapta Consulting

3. We are: – A specialist information systems consultancy – We only work with membership organisations, charities, associations, trusts and others in the NfP sector – We are completely supplier-independent – Our consultants have held senior positions in a broad range of different organisations – Our advice and guidance is based on practical experience gained over many years.

4. Programme for the session 1.The state of the market A brief overview of CRM software and suppliers in the sector 2. 3. Some discussion… Recipes for CRM success (and failure) Approaches to selecting CRM software and suppliers 4.Some more discussion 5.Close

5. The state of the market

6. SodilitaS The state of the market

7. http://www.adaptaconsulting.co.uk/adapta-knowledge

8. Packages and Platforms – a history Bureaux; Bespoke; Packages; Platforms; New technology..? 1985 - 19992000 - 20122013 - Wide range of options Bureaux, bespoke and small packages popular Acquisitions and consolidations Platforms becoming increasingly popular More acquisitions? Platform rationalisation? New concepts…?

9. Packages and Platforms – a history PackagesPlatforms 2013 -

10. Package or platform? Platforms Size and type of organisation Packages Platforms

11. Some discussion

12. Thoughts toward successful CRM

13. What does failure look like?

14. Unfortunately, throwing money at the problem doesn’t help..

15. …nor does a team of lawyers and a watertight contract

16. What about a “sound methodology”…? Bus. CaseReq’ts ITTSelect Impl. Spec’Contract Sign offSpec’ ----- ----- ----- ----- ----- ----- -

17. False comfort... Senior managers and trustees like the traditional approaches because they are: Staged Requirements-driven Proven Robust Safe Respected Recognisable But traditional approaches to software procurement often fail because: Users often don’t know what they want until they’ve seen it Departments sometimes don’t talk to each other effectively Language does not clarify enough Formality excludes supplier & their ideas Prescriptive ITT may inhibit flexibility / flexible solutions It is difficult to “test drive” working with the supplier

18. Roles & Responsibilities (how we organise ourselves and our behaviour) Information Technology (the technology and associated systems we rely on) Business Processes (what we do, our focus and our culture)

19. Adaptive approach Business case and key processes Prototyping Specification and contract Expressions of interest and initial presentations Requirements document Short listLong listSelection ----- ----- ----- ----- ----- ----- -

20. Some more discussion

22. About Adapta Consulting Adapta is: A specialist information systems consultancy We only work with membership organisations, charities, associations, trusts and others in the NfP sector We are completely supplier-independent Our consultants have held senior positions in a broad range of different organisations Our advice and guidance is based on practical experience gained over many years.

23. For more information, contact us at : 2 Old College Court, 29 Priory Street, Ware, Hertfordshire, SG12 0DE 020 7250 4788 help@adaptaconsulting.co.uk www.adaptaconsulting.co.uk Thank you for taking part