Archive - July 2016

1
Leveraging Service Cloud for Multi-channel Support
2
Have a Picture of Success: Marketing Automation Tips #1 of 7
3
What is Change Management?
4
Setting Excellence as a Standard in your CRM Implementation
5
Webinar: Case Management with Salesforce
6
Is Nonprofit Marketing Automation Worth It?
7
Strengthening Relationships with Your Affiliates
8
Webinar: Nonprofit CRM Roadmaps: Planning the Path

Leveraging Service Cloud for Multi-channel Support

Salesforce-Cases-Management-4

Welcome back again! This is the final part of a four-part series with our fictitious nonprofit Coalition Against Homelessness (CAH). CAH helps us generalize and illustrate problems we have faced in many organizations over the years. In the first three parts of this series (Part 1, Part 2, Part 3), we looked at ways in which CAH leveraged native functionality within the Salesforce Cases module to increase efficiency and transparency in their internal support processes; streamline inbound requests and routing; and drive constituents to automated engagement channels.

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Have a Picture of Success: Marketing Automation Tips #1 of 7

Nonprofit Marketing Automation Tips 1

The amount of strategy and planning you’ll need to make marketing automation effective usually means that you won’t be saving time – at least not at first. But don’t get disheartened. Your early investment will pay off in the long run as you automate your engagement strategies. The most important decision at this early stage is “What do you want to achieve?”

Tip #1: Have a clear picture of success, or don’t dive in.

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What is Change Management?

What is Change Management

Change is inherent in the nature of nonprofit work. Organizations must be agile and efficient in the work they do to reach the short term goals that allow them to accomplish their ultimate missions. Changes range in scope from the personal to a project level, and can even grow to impact the entire organization. We’ve all come to expect the day-to-day changes that appear without warning:

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Setting Excellence as a Standard in your CRM Implementation

Setting Excellence Standard Salesforce

The promise of true CRM – that fabled 360° view of your constituents – is achievable only when nonprofit business units across an enterprise join together.  By combining data and aligning business processes through the use of technology, a unified constituent profile can be realized.  Rationalizing business process and eliminating redundancies across business units ensures that we are working towards a common goal over what can often be a multiyear implementation for many organizations.

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Webinar: Case Management with Salesforce

Nonprofit Case Management Salesforce

Case management can be used as a specific term, but in the most basic sense it simply describes a process: information comes into a system, it gets processed in some way, and then something happens as a result. This simple process can be used and extended in a variety of ways to help a nonprofit organization deliver its mission and achieve its goals. From internal help desk tickets and support issues to managing customer requests or even grant applications, case management techniques and processes can streamline interactions between constituents and staff to provide a smooth and trackable experience from beginning to end.

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Is Nonprofit Marketing Automation Worth It?

Is Nonprofit Marketing Automation Worth It

It seems like every month we hear about a new magical automation tool that promises to deliver nonprofit organizations into the future of fully hands off marketing and engagement programs. Not too surprising, each one has it’s own unique take on the problem, and has own price tag, too. But the common question that floats above the fray no matter the platform is this: Is marketing automation worth the investment for nonprofits?

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Strengthening Relationships with Your Affiliates

CRM Affiliates Hub Spoke Relationship

In delivering large enterprise-wide CRM implementations, the Heller team commonly engages with headquarters, or the national entity of a nonprofit organization, in pursuit of strengthening constituent relationships.  As part of this process, organizational dialogue related to constituent engagement grows and this conversation inevitably turns inward.

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Webinar: Nonprofit CRM Roadmaps: Planning the Path

Heller CRM Roadmap Webinar 2

CRM is about more than just technology. It involves a combination of software, systems, and most importantly strategy. While it is easy to get caught up comparing software features, effectively developing a CRM demands considering how the organization intends to engage with constituents, how the organization works as a team, and what are the true end goals of the system.

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