CRM Strategy & Design

The most important first step for an organization starting a Constituent Relationship Management (CRM) initiative is to develop a clear CRM vision & strategy. It is essential to articulate and prioritize the specific strategic goals and practical requirements that the CRM needs to provide to best support your organization. For 20 years Heller has been helping nonprofit organizations develop their CRM visions, strategies and technology solutions for more efficient and effective communications, fundraising and mission management.

Our nonprofit CRM experts can help:

  • Craft a CRM vision that clarifies, articulates and prioritizes organizational goals relative to the CRM
  • Develop a CRM roadmap to identify and plan for the technology to support the defined CRM vision
  • Implement a CRM ecosystem that aligns strategy, technology, people and processes
  • Execute engagement programs to maximize fundraising and outreach possibilities

This strategic and systematic approach results in a CRM that allows an organization to effectively engage with stakeholders to develop long-term rewarding relationships with constituents. Poor planning (or no planning) can leave an organization with a tangled web of unclear systems that block staff adoption and waste valuable resources.

Contact us to learn more about how to get your organization started on your CRM strategy, or download the publications below for more information.

Making CRM a Reality White PaperMaking Your CRM Aspiration a Reality

This paper assembles our years of experience developing strategies and systems for nonprofits. It provides a practical framework for bringing together people, technology, service and strategy and managing the change it takes to bring CRM aspirations to fruition.

CRM roadmaps for nonprofitsWebinar: Building CRM Roadmaps for Nonprofits

In this webinar we discuss how the CRM roadmap process can benefit your organization, saving time, money, and frustration when facing an already complex CRM project. With a clear roadmap, organizations can effectively plan their strategy and resources to manage the coming changes that will impact each department.

Starting with an Engagement Journey

The first step towards an effective CRM system is understanding the constituents you’ll engage and how they’ll interact with your organization. How does each constituency first get introduced to the organization? What are their needs and goals? What keeps them returning over time? These are the most basic questions we ask to build one of the most useful elements of a CRM project, the engagement journey.

An engagement journey is a guidebook that explains all the ways a constituent interacts with an organization across the multiple departments. With this guidebook in hand, its much easier to design an effective engagement strategy that will serve the organization’s goals. It will also serve as a requirements outline for system selection and development in the future.

Taking Engagement Seriously

Creating a robust and effective Engagement Strategy is one of the most effective ways to create richer and more rewarding relationships with your constituents, and an important first step toward developing an organizational CRM road map for the future.

Engagement Journey case study: Canadian Cancer Society in Saskatchewan 

The Canadian Cancer Society in Saskatchewan (CCSSK) needed to understand how its participants, donors, volunteers and cancer survivors were going to interact with their system. Heller and CCSSK worked together to define how each constituent would be introduced to the organization, how they would first get started, and how their participation would continue over time.

CRM Roadmaps Plan the Path

Too often, organizations start down the road towards CRM by selecting and paying for an expensive CRM system without a firm understanding of what they need or even how to get started.  Unfortunately, they are setting themselves up for a long, hard road. Choosing a system should never be the first step.

Heller has found the most successful CRM initiatives begin with a planning project that serves as the roadmap for future implementation work. This project– a CRM roadmap– happens before any investment is made in technology that may or may not be the right solution.

Our CRM roadmap projects serve several functions:

  • Clearly articulates and prioritizes the strategic goals and practical needs of the organization
  • Outlines a solution ecosystem that will achieve the key goals and meet the primary needs
  • Creates a step-by-step plan for how to implement the solution ecosystem
  • Defines specific implementation phases for project success

Adopting a new CRM ecosystem is a substantial effort for individuals and the organization.  Heller is adept at providing an effective change management plan with the implementation details. Managing communication during the transition ensures staff and stakeholders are aware of their role and will be ready for final training and system release.

Contact Heller today and we can provide detailed resources that will help you understand the most effective way to plan for CRM and how to bring it to your organization.

Contact us today!


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