A journey to a single customer view: why CRM projects are hard but worth it | Digital conference |...
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Transcript of A journey to a single customer view: why CRM projects are hard but worth it | Digital conference |...
A JOURNEY TO A SINGLE CUSTOMER VIEW: WHY CRM PROJECTS ARE HARD BUT WORTH IT
CHARITYCOMMSDIGITAL CONFERENCE27 OCTOBER 2016
NCVO
We champion the voluntary sector by connecting, representing and supporting voluntary organisations.
We work to help voluntary organisations and volunteers make the biggest difference they can.
www.ncvo.org.uk
WHAT WE WILL COVER:
• Why we invested in a new CRM
• What we learned from our CRM project (what we wished we’d done differently!)
• 2 years on: a fresh set of eyes
BETTER RELATIONSHIPS
Image by Steve Bridger / CC BY NC-ND 2.0
#SILOBUSTING
Photo by Yuriy Somov / CC-BY-SA 3.0
BETTER DECISION MAKING
Photo by Vector Open Stock / CC BY-SA 4.0
TO BE ABLE TO ACHIEVE MORE
Photo by amenclinicsphotos ac / CC BY-SA 2.0
IT’S A CHANGE PROJECT, NOT A
TECH PROJECT
Photo by mtarvainen / CC BY-ND 2.0
GET AS MUCH STAFF TIME ONTO
THE PROJECT AS POSSIBLE
Photo by tpsdave / CC0 1.0
UNDERSTAND YOUR PROCESSES (FIRST!)
Photo by Joseph Novak / CC BY 2.0
THE VALUE OF AGILE APPROACHES
Photo by crises_crs / CC BY-NC 2.0
A CRM ‘PROJECT’ NEVER ENDS
Photo by Steve Schnabel /CC BY-NC-ND 2.0
THE THINGS THAT MAKE WORK
DIFFICULT
Photo by Andy Blackledge / CC BY 2.0
KEEP A FOCUS ON USAGE AND CULTURE
Photo by Toffelginkgo / CC BY-SA 3.0
MAKING BETTER DECISIONS?
Photo by W.Carter / CC BY-SA 4.0
THE IMPORTANCE OF A ROADMAP
Photo by Moyan Brenn / CC BY 2.0
Visit the CharityComms website
to view slides from past events,
see what events we have
coming up and to check out
what else we do:
www.charitycomms.org.uk