CLIENTNAME Interim CRM Presentation

CLIENTNAME Interim CRM Presentation - Customer Relationship...

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Unformatted text preview: Customer Relationship Management Interim CRM Report March 14 , 2007 Agenda Progress to date Site visits to UW offices Executive Interviews Constituent Facing Interviews People Issues Process Issues Technical Issues Business process needs prioritization CRM system functional needs prioritization Next steps and open discussion Reason for Project Confirm CRM business requirements Identify and refine technology options Select a system (or systems) to accelerate the implementation of a robust relationship management approach across United Way that supports cross-geographic relationships Progress To Date Site Visits September 2006 to Executive Interviews Present Manager & CFP Interviews Technology Platform Survey November 2006 Learning Sessions - Webinars Fall 2006 CRM U & Brainstorm Session October 2006 PPT Workshops November 2006 Requirements Document December 2006 Needs Analysis Survey February 2007 CRM Interim Report Today Site Visit Locations San Jose, CA Phoenix, AZ Tucson, AZ Richmond, VA Jacksonville, FL Alexandria, VA Cincinnati, OH Dallas, TX Austin, TX Executive Perspective Business Challenges Increasing competition in the philanthropic market Greater emphasis on demonstrating community impact CRM approach needed to increase investment Transforming to a relationship-based organization Keeping the balance right Institute performance goals and measures CRM Benefits Directly support the shift to a relationship oriented culture Ensure the UW brand is delivered consistently across the movement Deliver productivity gains by providing: A central source for all constituent information Standard processes for relationship management The ability to segment constituents resulting in more effective communication People Issues Lean staffing at all United Ways Frequent staff turnover Variance in technology comfort level System implementations not always smooth Inconsistent delivery of system/process training Concern about the impact of CRM Will it change the way I work? Potential resistance to performance metrics Process Issues Complex process relationship model Most processes are not well documented Tribal knowledge often the operating norm Organization silos impede process effectiveness Still transaction focused Back-office process issues uncovered - Pledge processing efficiency- Service response & consistency Technology Survey Results Sent to 21 United Ways 13 responses Reasonable level of standardization Strong preference for MS Windows operating systems and applications 3 primary campaign management systems Andar, Enterprise, Rainbow 3 primary community impact systems Andar, CTK, EC-Fund Technology Issues Wide variance of resource and capacity Large and small UWs Hardware, software Support Multiple stores for constituent data Organization driven (culture?) Data silos Inconsistent deployment of training Needs Analysis Survey...
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CLIENTNAME Interim CRM Presentation - Customer Relationship...

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