7 principles of success with salesforcefor nonprofits
TRANSCRIPT
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Agenda
• Introductions
• Framework – Blue Print for Success
• Discussion – Vision for ongoing Success
• Key Takeaways & Wrap-Up
Game Plan ü Share your successes.
ü Ask questions.
ü Succeed together.
What is your role in your company?
Set your vision
Establish governance
Define Technology and Data strategy
Optimize & automate processes
Enact adoption programs
Measure your success
Define a roadmap
Customers achieve success with Salesforce by incorporating the seven (7) core tenets into their deployment
Framework - Blueprint for Success
Vision
You should do the following:
Establishing a vision is the singular most important thing that should occur before any implementation. It helps set the stage for defining success.
Set the Vision! Define the Strategies for achieving the vision
Prioritize goals associated with the strategies
Align to value drivers and ultimately capabilities
Example
VisionSalesforce is the database of record for Fundraising and Program Management. We use real-time dashboards in monthly management meetings to reflect our progress.
StrategyDesign customer journeys and track key interactions; i.e., moves management process
Goals• Map business processes and create journeys• Identify key interactions/transactions
Chart Your Course
You should do the following:
A roadmap helps layout the path before you
Identify the core capabilities that tie back to your vision, value drivers and success metrics
Prioritize the capabilities (solutions) that will deliver the most value to the business and achieve your desired end state
Build a feedback loop into your roadmap to pull in new requests (see governance and release management)
Example
Start with the end in mind• What reports are needed?• How to identify and recognize
donors?
Core Capabilities• Track “moves”• Identify donor levels• Measure # and % changes in giving
Review your reports with your team and modify as needed
Success Metrics are your benchmark for measuring success of your initial implementation and ongoing “steady state” program
You should do the following:
Identify and define 3-5 metrics that tie to your value drivers
Establish baselines for each metric
Set realistic targets for each metric
Implement your metrics and measure performance
Optimize your solution to ensure you achieve your vision
Measure Your Success
Example
Define donor levels by $, frequency and timeframe • Major donor >= $5,000 single gift in 1
year• Giving societies
Metrics• # of new donors this year• # of renewal donors each year• # of new “major donors”
Establishing a Governance FrameworkGovernance ensure that decisions are made based on being informed. All stakeholders have a vote and contribute to the program’s success.
You should do the following:
Establish your guiding principles and adhere to them
Setup cadence for reviewing scope and direction
Establish a Network of Experts/Excellence (Stakeholders)
Establish communication models
Train, Train and Train your critical resources –strive for self-sufficiency
Mature OakTree
Acorn Sapling YoungTree
You Don’t need a Complex Governance Framework from the Start
✓ Build your team
✓ Identify Executive Sponsors
✓ Conduct Stakeholder Analysis
✓ Define Business Objectives and KPIs
✓ Set up Meeting Agenda and Schedule
✓ Define Process Maps/Blueprints
✓ Define Success Metrics Strategy
✓ Define Data Quality Strategy
✓ Develop Adoption and Strategy Plan
✓ Map Business Process/Requirements
✓ Develop Roadmap
✓ Define On-going Support Plan
✓ Establish Change Control Process
✓ Define long-term Data management and integration strategy
✓ Conduct User Group Meetings
✓ Validate Success Metrics and Adjust (KPI’s)
✓ Define ROI model
Example
Create an Internal User Group• Super User• Power Users
Bi-weekly meetingsMonthly meeting with Executive Sponsor(s)Implement a Chatter strategy
Define your Technology and Data Strategy
You should do the following:
All successful Salesforce implementations are rooted in a sound architecture (i.e., sharing and visibility, data management, integration, & security)
Establish your guiding principles around security, data, and integrations.
Identify all boundary systems and services that you will integrate with.
Define your solution.
Example
Does your Security model look like this?!
Increase Value - Automate Your Business Process
You should do the following:
Find ways of automating and optimizing processes with the platform
Look at your current state of your processes and tools
Identify opportunities to optimize and/or automate
Prioritize and integrate with the roadmap
• Example
• NPSP Workflows• Preferred phone and email• Do Not Contact
• NPSP Campaign Member status updates based on Opp Closed Won
• Validation rules• Process Builder
• create related records
When importing data turn off workflows and validation rules!
Enact Adoption Programs that Deliver ValueUser Adoption is key to a program's success. You should enact adoption programs that deliver value to the user.
You should do the following:
Leverage your Network of Experts/Executives
Build Staff Voice Groups
Focus on what the user needs to be successful (What is in it for me –WIIIFM forums)
Communicate, communicate and communicate success
Key Takeaways & Wrap-Up
✓ Identify an Executive Sponsor
✓ Define your organization’s vision
✓ Define and prioritize your goals
✓ Develop your rollout plan
✓ Define key aspects of your process and diagram the process flow
✓ Map your process to Salesforce CRM functionality
✓ Decide which reports you need
✓ Train your System Administrator
✓ Communicate with your end users
✓ Encourage and Empower “Super Users”
✓ Create a Regular Stakeholder Meeting
Some Takeaway Tips from Today’s Session
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