salesforce.com for nonprofits, an introduction

Global Tech & ResourcesSalesforce.com solutions for growing 501c3 organizations.

www.gtr.net/nonprofits

Salesforce.com for NonProfits,An Introduction

April 10, 2013

Charlie Havens, Consultant & Trainer

What does Global Tech & Resources do for nonprofits?○ Help meet mission goals by designing CRM systems to manage process.○ Help grow and scale your business processes using Salesforce.com.○ Help make your constituent relationship management mobile and social.

Today’s focus:

● What is Salesforce CRM?

● How might it be useful to nonprofits?

Often, in our nonprofit world, it is the many relationships with

and between individuals that we track and manage.

Constituent Relationship Management systems (CRM) do that.

Common goals for nonprofits’ using CRMs

Global Tech & Resources

■ find, attract, and win new constituents

■ nurture and retain current constituents

■ entice former constituents back into the fold

■ reduce costs of communications and service and/or in-

crease efficacy

Common needs addressed by CRMs •Increase the pipeline of donations or grants.

•Decrease the number of data silos.

•Reduce effort tracking info or increase gain.

•Reduce time to document work.

•Increase ability to easily report on data.

• Track time

• Acknowledge volunteers and donors

• Client interfacing/sharing resources

• Inter-organizational communication

• Service coordination

Common Opportunities found for CRMs

What is your vision for your CRM system?

● Our donors will feel more invested in our mission.

● Our case management clients feel known by us regardless of the location or site where they are receiving service.

● Our constituents feel their advocacy effective and appreciated.

● Staff can locate each other quickly and easily.

● begin with your vision

● define the problem or opportunity

● identify constraints:

○ time, money, requirements

Create a Roadmap

Any number of technology tools

might accomplish the task. Right?

Why Salesforce?

When customized, theSalesforce.com data model is used

for many purposes.

For-Profit Tracking/Reporting Examples:• Japanese mail delivery system, each piece of mail a record.• Get-out-the vote activity. It ran the Obama campaign.• Coke maintains inventory at vending machines and stocks trucks accordingly.• Customer services requested and delivered by a television cable company.• Inventory product being sold from a web site.• Toyota car performance & maintenance needs reported to customer.• GE uses to monitor performance and maintenance needs of new jet engine.

What is Salesforce?

It isn't a single thing, but rather a platform allowing

you various ways:

•to organize your data.

•view your data.

•manage your business processes.

What is Salesforce?

It isn't a single thing, but rather a platform…

•A cloud-based Constituent Relationship Management (CRM) tool.

•A database that can be viewed and edited from a browser.

•Like your “smart-phone”, functionality is extended thru apps.

•Used by over 16,000 nonprofits. Configured to their needs.

Side trip:

•Like your “smart-phone”, functionality is extended thru apps.

Extending functionality thru apps: http://appexchange.salesforce.com

What is a platform?A platform allows other things to be built or happen upon it.

Think of an oil platform at sea. That same platform could have an oceanic research

station built on top of it. It doesn’t care so much what happens on top of it.

Salesforce.com might also be likened to a box of Legos©, used to create

and play many things.

Access your data from anywhere you choose, the library, the coffee shop, home, phone…

Access your data from anywhere– the library, the coffee shop, home, phone…

And, what are automated business processes:

Automatically doing things like:•Sending a response, when a donation is entered.

•Sending you a reminder of a grant proposal due date.

•Creating a next step task for another staff person to do.

•Creating a new donor lead in Salesforce from a web site form.

But why Salesforce in particular?

•Access applications, data, reports… from almost anywhere.

•Platform independent– Windows, Macs, tablets, smart phones.

•Lower hardware demands– remote processing, no local server.

•Quick Deployment

•Need trained implementers, but generally, no need for coders.

•Auto update every 4 months. You don't do it. Nor, do you pay for updates.

But why Salesforce in particular?

for nonprofits, the big reasons to consider:

Discounted Licenses

The Nonprofit Starter PackWe will come back to these two, later;

first, let's look at how the Salesforce data model fits in the nonprofit world.

By default, Salesforce.com is about selling.

•business to business•not business to consumer

What is a nonprofit to do with that???

Campaign –> Leads –> Contacts at Accounts –> representing Opportunities –>

... which we sell…or we don’t …

NP O2O

•Track your organization’s grant proposals and receipts from/to other organizations.•Track coalition/partnership building campaigns between organizations.•Manage member organizations in an association of organizations.

If all relationships are between organizations via contacts at each, then Salesforce base data model is great starting point.

Ensure a good fit.

Without customization, the

default Salesforce.com CRM

model doesn’t work well in

managing relationships with and

between individuals. Let's look at

options for how we do that.

Build-Your-Own(BYO)

Advantages Disadvantages

It works the way you designed it. It works the way you designed it.

It works as well as you tested it. It works as well as you tested it.

You can involve your entire organization. You can involve your entire organization.

It is focused on your processes. It costs money to become so focused.

Someone in your organization understands it. Tough customization when they leave.

It may fit better. It takes longer to plan and deploy

It may include specific niche functionality. It will cost more.

•Nonprofit Starter Pack•Affinaquest•Causeview•Luminate CRM•roundCause•Soapbox Engage•Click and Pledge

Add-on packages cost less and take less time

Salesforce.com Foundation

Free Trial– Salesforce.com Enterprise Edition

Nonprofit Starter Pack = no cost to use•You pay staff or consultant to configure, document, and train.

•Other packages involve an on-going financial transaction.

No strings attached.

● Nonprofits, schools or religious organizations are eligible

● 10 free enterprise edition licenses

● Discounts on additional licenses, training and AppExchange

● $15,000 value each year

● Active nonprofit community

Under one umbrella with NPSP!!!■

■ 1st Ten licenses discounted 100%. Next ones 80%.

■ Continual testing and validating.

■ 5,000+ organizations using it.

■ Improvements based on user feedback.

■ Active user community.

■ Twice a year Salesforce.com developers sprints

■ Two data models from which to choose.

■ Six Apps comprise this package. Some may be used without using others.

■ Many third-party apps have been built to be compatible with this package.

■ Large base of consultants and third-party apps committed to this product.

Contacts and Organizations (customization to allow Contacts to be primary, rather

than requiring that every Contact be associated with a company Account)

Households (Allows tracking of information and communication by household)

Recurring Donations (Tracking of recurring pledged donations)

Relationships (Allows creation of relationship between non-household Contacts)

Affiliations (Allows Contacts to be affiliated with an organization besides employer)

Batch Data Entry (Batch entry of data into this package’s apps)

Six Apps comprise the Nonprofit Starter Pack (NPSP):

● No on-demand support.

● No volunteer, service, or event management.

● End-user documentation is limited.

● Larger organizations with detailed

● tracking and complex reporting need to spend time

figuring out how best to use, or customize it.

Why wouldn't you use the Nonprofit Starter Pack?

And the Winner is…

Nonprofit Starter Pack!

Most often, it will fit the bill.

Side trip:

•Let's look around the a Salesforce instance with NPSP installed:

http://login.salesforce.com

chavens.demo@gtr.net

In Conclusion…A good CRM is a journey.

The destination is mission.

Take the first step.

Choose a system on which to build process, not merely track data. Those processes, that system, needs to be scalable, grow with your needs.

It should help accomplish your mission.

References you may find useful:

Search Google for “The New World of Donor Management Apps for Nonprofits”, Heller Consulting, 2012.

Learning centerhttp://www.salesforce.com/customer-resources/learning-center/#before-you-start

Salesforce webinars

http://www.salesforce.com/events/online/webinars-sales.jsp

Nonprofit eligibility

http://foundation.force.com/products_donation_eligibility

Calendar of Salesforce live webinars

http://salesforcefoundation.org/products/community/events#Weekly

Salesforce training sessions (discounts for nonprofits)

http://salesforcefoundation.org/products/community/resources

Nonprofit Starter Pack

http://www.nonprofitstarterpack.org/

Questions

Charlie HavensConsultant & Trainer

Salesforce.com Certified Advanced Administrator & Force.com DeveloperChavens@gtr.net | 773-848-0154

Global Tech & ResourcesAssisting small growing organizations to:

● Meet mission goals via CRM solutions.● Transform scalability using Salesforce.com.● Make their data communities mobile and social.

Thank You!

salesforce.com for nonprofits, an introduction

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