crmready webinar series - part 3 - how to make your nonprofit’s crm implementation a success
DESCRIPTION
In the CRMready Webinar Series, The Connected Cause takes a look at what CRM is, the project roles needed for a successful CRM implementation, and project management. In part 3 Heller Consulting talks about managing expectations with change management, evaluating risks with a CRM implementation and what roles are needed to ensure the project is a success for your nonprofit organization.TRANSCRIPT
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How to Make Your Nonprofit’s CRM Implementa8on a
Success
Webinar 3 -‐ May 15, 2013
Connecting your systems • CRM planning and
software selection • Systems
Implementation • Optimizing your
current software
Connecting your team • Bringing people and
process together • Change management
solutions • Team configuration
and training
Connecting your community • Social Media strategy • Building online
communities • Activating supporters
16 Years Experience, 900 Clients, 1,800 projects San Francisco, Chicago, New York, Boston
20+ Salesforce.com-certified, 6+ PMP Certified Staff Exclusively Serving Nonprofits | TeamHeller.com
We share information about how nonprofits are using CRM to connect with their supporters and deliver on their mission.
TheConnectedCause.com
Keith Heller CEO
BJ Cortis VP of Client
Services
Smita Vadakekelam VP of Professional
Services
Today’s Presenters
Webinar 3
• Change Management
• The CRM Implementa<on Process
• Project Management
• Risk Management
• Project Roles • Ongoing Support & Op<miza<on
Today we will cover:
IMPLEMENTATION PROCESS
Steps • Discovery • Design • Configuration • Testing • Go-Live
Themes / Issues • Planning (& Flexibility) • Dependencies • Change Management
Implementation Overview
• WHY?
• What?
• How?
• Plan • Set Expectations • Involvement • Celebrate • Communication
Change Management
Sophisticated Communication Plan
Design Configuration and Testing Go-Live Discovery & Planning
Core Business Processes
BP Review/ Assessment
User Acceptance
FR, Com & Mission Support
Const & Rev Management
Workflow & Responsibilities
Kick off Team Traini
ng
Post Go-Live Supp
ort
Data Conversion
Data Review & Field
Mapping
Modifications & Final Approval
Data Review & User Acceptance Testing Test Conversion
Final Conversion
Online & Social Deployment
Strategy, Planning & Configuration
Data Migration & Integration Design, Content Creation, Implementation
Launch
Sample Project Progression
Testing
Timeframe: 3 to 9 months Depends on Scope of Phase
Discovery Phase
Discovery Results
Interviews with Staff
Sample Reports & Lists
Existing Process
Documents
Investigate Data Set
Biz Processes
• Frames Design • Clarifies Priorities • Defines Phases • Identifies gaps/risks • Resources &
Timeline
Systems Inventory
From Webinar 2
Discovery & Planning
Online Engagement
Donor Mission
Constituent Engagement Strategy Inspires, guides and sets requirements for a client’s CRM needs
Business Intelligence
Wor
kflo
w &
B
usi
nes
s P
ract
ices
In
ternal
Com
mu
nication
Data Integration
Design (Heller’s Vision of CRM) From Webinar 2
Design
Core Business Processes
Core Business Processes
FR, Com & Mission Support
Const & Rev Management
Workflow & Responsibilities
Design Configuration
• Workflow & Processes will change
• Defining “Cons<tuent” is a key step
• Security
• Online/Offline Cons<tuent Informa<on
• Revenue Management • Suppor<ng FR, Com & Mission
• Other Vendors
• Largest <me commitment for users
• Keep the period discrete • Have a tes<ng strategy • Give people clear processes to test
• Beware “grand ideas”… • Tes<ng as Change Management
Testing
Testing
User Acceptance
Testing
• Start early and finish right at Go Live • Understand and plan for the challenges: technical limits, precision, and schedule gaps
• Migrate the data that ma]ers, archive legacy data
Data Conversion
Data Conversion
Data Review & Field
Mapping
Modifications & Final Approval
Data Review & User Acceptance Testing Test Conversion
• Not separate from the rest of your CRM Systems & Strategy – IT, Marke<ng / Communica<ons, Opera<ons, and Development should be unified around CRM
• Integra<ons require careful and extensive tes<ng • Timing of launches crucial – must all be working together – Be sure CRM is prepared for social data influx
Online – Social & Website(s)
Online & Social Deployment
Strategy, Planning & Configuration
Data Migration & Integration Design, Content Creation, Implementation
• Plan well in advance • Minimize gap between training
& use • Checklist of post conversion audits
& tasks • First week – have a triage plan
in place • First 2 to 4 weeks – monitor
and support • First 3 to 6 months – transi<on to
support and extension • User adop<on is ongoing effort!
Go-Live
Team Training
Post
Go-
Live
Sup
port
Final Run
Launch
Go-Live
Core System & Biz Processes
Data Conversion
Online & Social Presences
Design Configuration and Testing Go-Live Discovery & Planning
Core Business Processes
BP Review/ Assessment
User Acceptance
FR, Com & Mission Support
Const & Rev Management
Workflow & Responsibilities
Kick off Team
Training
Post Go-Live Support
Data Conversion
Data Review & Field
Mapping
Modifications & Final Approval
Data Review & User Acceptance Testing Test Conversion
Final Conversion
Online & Social Deployment
Strategy, Planning & Configuration
Data Migration & Integration Design, Content Creation, Implementation
Launch
Sample Project Progression
Testing
Merits of Phasing • 9 months to deploy helps
ensure benefits realize before technology changes
• Complex, multi-part projects may require the “foundation” dries before building the next story
Multi Phase / Next Phase Overview
PROJECT MANAGEMENT &
PROJECT ROLES
• Project Planning & Change Management – Time spent up-‐front to plan carefully and
gain the investment of stakeholders is cri<cal to an efficient project and maximizing adop<on.
• Technology Alignment and Risk Mi<ga<on – Fully recognizing dependencies amongst
applica<ons and business units is cri<cal. – Having processes for making choices is
essen<al. They require effec<ve team efforts.
– Open and honest communica<on about risks will help you be prepared to address a risk when it becomes an issue.
• Vendor Management – Use the right people for the right
ac<vi<es.
Project Management
• Create a stakeholder group – or Peer Review Group to: – Iden<fy project risks – Communicate change – Respond to issues or modify plan
• Stakeholder input is not just symbolic – it your best bet to achieve an end-‐result that will meet your organiza<on’s needs
Project Management & Peer Review
The way the project is carried out can have as much impact on adop9on as the
technological advances.
Project Communication
ROLES
The Execu8ve Team fulfills the following roles: • Provide strategic vision for project
• Determine broader objec<ves of project
• Approve budget requests
Roles: Executive Team
The Project Manager fulfills the following roles: • Monitor project performance in terms of
schedule, budget, and scope • Serve as “single-‐point-‐of-‐contact” for all
staff & vendors • Facilitate Project Team • Iden<fy, request, and manage all staff
resources • A]end all Planning Mee<ngs • Monitor projects peripheral to CRM
project for poten<al impact on schedule, budget or scope
• Confirm each milestone or deliverable on project
Roles: Project Manager
The Project Team fulfills the following roles: • A]end Status Mee<ngs • Present relevant project updates to staff
on CRM progress • Represent their area of responsibility with
authority to make decisions with other members of the Project Team
• Be available a few hours weekly (some<mes more!) to give feedback and comments
• Gather required informa<on to provide insight on organiza<on-‐wide issues
Roles: Project Team
ONGOING SUPPORT & OPTIMIZATION
• Consider support and expansion as part of your project plan (before you get started)
• Plan maintenance and ensure long-term integrity of data and process
Ongoing Support & Optimization Overview
Next Steps
• Join our LinkedIn Group to ask questions
• Subscribe to The Connected Cause
• Read Heller’s Business Intelligence and Integrated Suites Whitepapers
• Take advantage of the Free CRM Readiness Assessment (Details will be in your inbox)
• Don’t do nothing
Integrated Suites
FREE CRM Readiness Assessment
Business Intelligence
Links and Resources
• Get CRMready Series
• TheConnectedCause.com/getCRMready/
• LinkedIn Group
• http://linkd.in/173ZPGw
• The Connected Cause Site
• TheConnectedCause.com
• Business Intelligence Whitepaper
• http://bit.ly/105VLEq
• Integrated Suites Whitepaper
• http://bit.ly/12CpCmd
• Call us now to schedule your FREE CRM Readiness Assessment 800-794-0774
FREE CRM Readiness Assessment
Integrated Suites
Business Intelligence
ADDED BONUS FREE CRM Readiness Assessment As an added bonus for attending all three webinars in the Get CRMready series, we’ll help your team take the next step with a FREE one-hour CRM planning session with our team of nonprofit CRM experts. In your personalized one-hour consultation we’ll:
• Consider your systems and how (if!) they meet your strategic objectives • Discuss your key business processes, and how they may impact successful
adoption of CRM • Investigate your organization’s readiness for change, and how to get prepared • Explain the most common timelines and approaches to CRM implementation • Discuss commonly required resources, including budgets and staff time & skills
From the consultation, your CRM Readiness Assessment Report will include:
• High-level CRM Design articulating your current systems environment, a suggested CRM Systems Map to aim at, and an example of a phased approach to getting there
• Overview of your processes, outlining what works well and what should be addressed first • Realistic estimates of what you can expect to pay and what staff roles and time you’ll
want to commit for optimum success • Suggested timeline should you plan to move forward • Step-by-step outline of how to prepare your organization for change • List of next steps for your organization
Call us now to schedule your FREE assessment 800-794-0774