membership crm – where do you stand? where do you need to be? andrew sayer head of membership...
TRANSCRIPT
Membership CRM – Where do you stand? Where do you need to be?
Andrew SayerHead of Membership & NFP
Navigating through the CRM Landscape to the Sector’s best-kept secret
Revolutionary Solutions for the NFP Sector
Andrew Sayer
Head of NFP, Education & Membership
t: 020 3102 5375
m: 07590 711 301
Agenda
The Membership CRM Landscape
Key CRM Objectives for Membership & Not for Profit
Creating the Holistic CRM View:
- Flexible xRM
- Scribe
- Email Marketing
- Sharepoint
- Social Media
Why Pythagoras CRM?
The NFP CRM Landscape
• No defined market leader
• Differing user experience – no obvious product which covers all processes
Source: The Civil Society – 2011 Review
• Changing market• Financial constraints• Member retention and efficiencies more key than ever
Source: The Civil Society – 2011 Review
Base Mid-Range Enterprise
PROCESS
FLEXIBILITY
Events
Prospects
Mailing Lists
Direct Debits
MembershipsArchive
Contacts and Organisations
Mailing Lists
Modular SystemsPro Rata Support Increases
License IncreasesFixed functionality
High TCOs
What am I really getting?
Enterprise
What am I really getting?
What am I really getting?
Complete lack of integration with ERP & Exchange and poor integration with MS Office
Non-automated data flow between departments (Workflow & Integration issues)
Lack of coordinated approach with the web (Event registration, Self-Service functions, social networking etc)
No HTML email functionality Little or no reporting - no trends on marketing success or financial
pipelines High year on year support costs Technology refresh very rare (Typically once every 4-5 years) No functionality to extend the CRM - enquiries/stock
control/projects/accreditations & certification amendments/facilities etc User adoption very poor due to rigid screens and interface
Classic Pain Points for Membership CRM
‘Advocacy’ is achieved through:
• Role-based training• Outlook & Web deployment• Collaborative Design• QA Testing throughout• Regular updates
“CRM user adoption remains a challenge,with 47% of customer management applications facing serious adoption issues.”
AMR Research, April 2009
User Adoption
The 5 KPIs for improvement:1) Increased Acquisition
2) Increased Retention
3) Amalgamated Support
4) Member Self-Service
5) Time Efficiencies
User Adoption
Microsoft Dynamics CRM
• Designed to meet the needs of client centric organisations – gives you what you need not a ‘best guess’ development
• Speed of Deployment
• Hosted or On-Premise Deployments
• Ease of Use – intuitive ‘personalised’ screens
• Process Driven workflow
• Minimum user ‘go live’ required training
• Web or Outlook Interface – Increased user adoption
• Ease of Customisation & Integration
• Proven Track Record- 25,000 customers Worldwide & 2,500+ UK
Maximising the Investment
Revolutionary Solutions for the NFP Sector
Benefits include:
• CRM Integration• Increased delivery rate• Personalised emails• Bounce Back automation• Automatic Unsubscribe• Campaign Analysis• White-listing• Survey Creation & CRM update• Event booking• Refer a friend• Allow contacts to update their
own data online
E - Marketing
WHAT IS IT?
Functionality to plan, execute, and review events
ALLOWS USERS TO
Plan venues, presenters, sessions, sponsors and event capacitySend invitations, automate web registrations, waitlists and track event attendance
BENEFITS`Broaden the Microsoft Dynamics CRM offering with event management functionality
The 5 KPIs for improvement:1) Increased Acquisition – 8%
2) Increased Retention – 14%
3) Amalgamated Support - £10,000 pa
4) Member Self-Service – 1 user
5) The Gift of Time – 10hrs pu/pw
The Wider Vision
Scribe Insight Adaptability
ApplicationsSage CRMACTGoldMineEBS/TribalSITSSIMSUnit-EMaytasBannerRaiser’s EdgeIntegraESITCAREDonor StrategyALMS.NET
File DataTEXT/CSV FileEXCELXML
DatabasesSQL ServerOracleIBM DB2PervasiveMySQLInformix
Dynamics CRMDynamics CRM On-premise
Dynamics CRM OnlineDynamics CRM Hosted
MicrosoftSQL Server
Microsoft Outlook
Web Services Custom Web ServicesCommercial Web ServicesApplication Web Services
Microsoft Dynamics
MS Excel
XML
- Empowers in-house teams to manage synchronisations & large scale imports
- Assists with upgrades by alerting any changes in structure during testing
- Manage fields, refresh frequency and even create in-system views
Benefits include:
• Microsoft CRM Integration• Create SharePoint document
repositories• Allow CRM users to link
documents to SharePoint• Documents in SharePoint don't
require users to have a CRM license - maximising existing investment
• Manual and automatic creation of SharePoint
• Use for document management and content management
SharePoint Integration
Benefits include:
• Auto-Complete of Contact Records• Better Networking and Relationship
Profiling• Appending key data to all entities• Tweet querying options – poll Twitter for
key words and phrases and link these searches to CRM
• Improve Employment and Academic history data
• Spot trends and missed opportunities pro-actively with minimal effort
Social Media Integration
Who are Pythagoras?
No industry and business-specific solutions
Generic applications designed for mass market
High total cost of ownership … and going higher
Large HorizontalProviders
Limited industry-specific solutions
Technology mismatchGaps in functionality
lead to complex integrations
Niche Providers
Sector-specific solutions:
Industry experience
Best of breed solutions implemented by experts
Lowest Total Cost of Ownership
Financially stable global solutions providers
Pythagoras provides a dedicated Business Unit to
Not-for-Profit
Why Pythagoras?
Successful CRM
>600 Projects
Integration Experience
xRM Strategy
Proven Methodology
First-Class Support
NFP Sector Focus &
Quickstarts
Why Pythagoras?
• Get EXACTLY what is needed for your Organisation– Off-the-Shelf Solutions create user compromise and workarounds
• Experience with a Scoping Exercise/Pilot, then Roll Out Methodology– Expansion of the CRM to encompass all business processes
• Adaptable procedures with high functionality ceiling– Legislation/Social Technology/Business Strategy changes quickly accommodated
• In-House Management & Self-Sufficiency– Changes to fields, screens, security done by administrative users
• World Class Software and the leading Sector partner– Roadmap solid, Huge global R&D budget, Fully integrated
• The Wider Scope– Post Scheduling delivery capable of managing all other key processes
• Technology Innovations based on Cross-Sector Experience– Relative Portals, Telephony Integrations, Barcode Scanning, Accounts Integration
• One Partner– Supporting all CRM requirements – not ‘Best-of-Breed’
Benefits Summary
CRM
www
E-marketing
Accounts
Discussion:
a) What is the largest obstacle you have come across in your attempts to obtain a new CRM?
b) What is the biggest risk for your organisation in terms of switching systems?
c) Who would benefit most from a change in CRM strategy?
Thank you for your time
www.pythagoras.co.uk/membership_software.aspx
Email: [email protected]
Twitter: @Pythagoras_CRM
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