Implementation Tips and Best Practices for

(1)

Implementation Tips and Best Practices for

CRM Ad

t Offi

i CX

CRM Advancement Officer in CX

Presented by: Emily Jackson, St. Mary’s College of Maryland

Barb DeYoung, Jenzabar

Saturday, May 31, 2008 – 11:00 a.m.

Session #157

(2)

Goals of the Session

Provide an overview of the features within the CRM

Advancement Officer

Review implementation tips from a user’s perspective

Items of interest to staff

Suggestions for implementation preparation

Discuss enhancement ideas

Questions and Open Discussion

(3)

Specific Features of CRM Advancement Officer

Relationship Management

– ability to review donor

information and provide easy to print profile pages

Campaign Management

– ability to review current

campaigns with designation and appeal statistics

Planned Giving

– ability to view planned giving data

organized by instrument and planned gift type

Stewardship and Grants Management

– ability to

ability to

view pursuits and initiatives organized by zone and channel

Collaboration Tools

to manage communications to the

members of the Advancement staff

(4)

Implementation Tips

and Best Practices

for CRM Advancement Officer

in CX;

f

ti

from a user perspective

(5)

Use of CRM Advancement

front page of portal

Handouts & Calendar Use

(6)

Front Page of Portal

Use of Links

The “web reports” are Impromptu web reports created so gift officers

can track: who is assigned to them in the tracking system, their open

contacts past due accounts (to not let anyone slip through the cracks)

contacts, past due accounts (to not let anyone slip through the cracks),

recent gifts associated with a prospect.

(7)

Relationship Management Portlet

p

g

Ideal way to present the donor information in an easy to use format

for the gift officers which also allows them to submit information to

add or update records.

The updates are not automatic, and submissions are placed into a

table with CX with an email being sent to person who makes the data

updates to know information exists to review.

(8)

Query Highlights

Displays spouse name for verification

Displays class year for alum verification

Allows query of maiden or nickname

(9)

CONSTITUENT PROFILE

Contact Information

e-mail, cell, work, fax, web site, seasonal, ….

will only show current information

(10)

CONSTITUENT PROFILE

Employment Information

Information is displayed on the top page of constituent profile

and at the bottom of the page with more detail.

T

it

f

t

d th d t il d

l

t

ti

Two items of note under the detailed employment section:

•

“Matches gifts”

highlighted in

red

•

Employment shows all current and past information

(11)

CONSTITUENT PROFILE

Alumni Educational Information

(12)

CONSTITUENT PROFILE

Relationships

Displays relationships even if no ID

Di l

l i

hi

Displays relationships on one page

(13)

CONSTITUENT PROFILE

Current Student Status

(14)

GIVING HISTORY

Pl d T

ki

Pledge Tracking

(15)

GIVING HISTORY

Easy access to total giving history statistics

(16)

MOVES MANAGEMENT

Solicitation Tracks

(17)

MOVES MANAGEMENT

S li it ti

t

k d t il f th

t t

Solicitation track detail of the contacts

(18)

MOVES MANAGEMENT

Mailings

Expected Contacts

“Personal Notes”: special contact that always stays open with news articles,

special/personal notes on the individual; items that would not necessarily go

under a contact in the solicitation track for an ask but general items that

always want to have available (ex. John loves to drink scotch.).

(19)

Preparation Suggestions for CRM Implementation

Review the CRM capabilities so you are familiar with all of the modules it can use.

Review the implementation paperwork; while you won’t understand everything, it will help familiarize you with the terms and the process.

Make sure you are up to date on all your SMO’s; even if you are “up to date” might need to make sure your IT installed everything to do with the CRM enhancements.

Plan to test the system at least three weeks before your scheduled implementation (use both test CRM & test CX). Allow a lot of time for testing; schedule regular meetings with your IT to discuss issues If you have a campus shared IT staff make sure they are on board to devote a lot of time to issues. If you have a campus shared IT staff, make sure they are on board to devote a lot of time to getting your data ready.

Review how the data appears (or doesn’t appear).

Review searching.

If your IT has created areas to store data that are not standard in the CX product, make a special note of those data points – check those areas to see if the data is appearing. Once you identify those particular areas that are not displaying and you know are not stored in the correct spot, move the data before implementation or it will not show; that way, you will eliminate data problems you already know of and new ones will be easier to identify during implementation.

If you have a lot of special areas for data storage, you might want to start this review process earlier than three weeks before implementation.

Before the Jenzabar rep visits campus for implementation, make a list of all your questions (segment into category groupings that relate to the CRM data groups). First review with your IT to see what

i i i f i i

might be internal issues, then send to your Jenzabar rep to help them prepare for the visit and to use as a guide when going through the product training.

(20)

CRM Product Enhancement Suggestions

Add pledge status (I,C,O)

Pledge summary to show total

Show the gift memo field on the gift (currently a text field)

Adding correct address status to front page

Adding anonymous donor on front screen

Choice to put information from the Narritivz screen on CRM – ex.

p

employment blob information

Adding the blob into Planned Giving (already in SMO 12853)

Ability to have a campaign showing by the “web enable” field only and not

driven by the dates of the campaign

y

p g

Ability to print all the information inside a blob field and not just the small

portion that shows; ex. contacts under moves management

Search for an e-mail

Popup button to show if you have changes in the queue that you have not

submitted

(21)

Questions

Feature Questions

Implementation Questions

Other Implementation Recommendations