Contact Relationship Manager

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Contact Relationship Manager
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Outline

• Why a CRM?
• Current status of data
• Options
• Process for moving forward

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Why a CRM?

• We have complicated relationships
• We work in multiple locations
• We need to share information within and across
  teams
• Individuals need to track and store contact
  information
• We have different tasks but a shared need

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Current status of data

• Survey questions
• Describe the tools you use to keep track of the
  relationships you have with other individuals and
  organizations
• Describe the type of contacts you keep there
• Apart from the usual data fields (name, address,
  city, zip, email address, etc) what are some of
  the other things that you track or would like to?
  
• Who do you share this information with regularly
  within the organization?
• How often do you use it, and how often do you
  update it?

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Describe the tools you use to keep track of the
relationships you have with other individuals and
organizations

• MS Outlook (contacts, calendar, sent mail /
  inbox)
• Distribution / outreach lists
• Ms Word docs
• Mac (contacts, calendar, mail)
• Thunderbird (mail)
• Treo (handheld)
• .mac account (web)
• Pile of business cards
• Brain (ineffective human supercomputer)
• Excel docs
• Google desktop search
• Salesforce.com

• Hyperoffice (web) docs reservoir
• Conference mgt system
• Notes section in admin
• Notes comment field in invoice admin
• Sheet of paper taped on the wall
• Cell phone
• Rolodex
• Palm pilot (handheld)
• Lotus notes (mail)
• Plaxo (online)
• Ipod

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Describe the type of contacts you keep there

• Suppliers (account)
• Staff (contact)
• Companies
• Volunteers (contact)
• Contacts at campus (contact)
• Organizations
• Contacts from X organizations
• Org annual members
• Conference attendees / sponsors
• ICD/IOCI hosts
• Advisory board members
• Family and friends

• Interns
• Advisory Board members
• Annual Report recipients
• Consultants
• Leads in any field
• Contacts related to certain issues we want to
  keep track of
• Journalists media
• Banners
• Schools and universities
• Grad fair hosts
• Etc.

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Apart from the usual data fields (name, address,
city, zip, email address, etc) what are some of
the other things that you track or would like to?

• Web site info
• Status (suppliers)
• Extra data (staff volunteers)
• Stage of approach (companies)
• Date of last / initial contact
• Groups geographical, by type, by position, by
  how the person was contacted
• Notes / additional comments
• Past contacts and current ones (orgs)
• Outcome (orgs)
• Record of calls, mails, faxes and any account
  info
• Previous affiliations/employment
• a box that designates that people were
  presenters/hosts for any of our events
• Ownership of the relationship
• Track what weve asked of people, they from us,
  etc

• Background info (who they are, why they contact
  us viceversa, status, history)
• Key conversations / meetings
• Volunteer specifics Abilities (ie. Languages
  they know), tracking, mails, etc
• Kind of org or relationship
• Groups of orgs
• Assessment of trust
• Great to track the correspondence
• Through whom you contacted
• Aside from title, a longer function/role piece
  might be helpful
• Specific function areas within organizations (ED,
  HR, Vol Manager, IT, etc..)
• Links to other relationships

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Who do you share this information with regularly
within the organization?

• With another person, on demand
• Among members of their own team, sometimes not an
  active exchange
• Among people in another office
• With other 2 people
• Not widely shared among the same team of people
  (probably should)
• Anyone who wants it, as needed basis
• With the ones that encounters same org
• Mostly just for me
• With an entire group of volunteers
• Not on a regular basis

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How often do you use it, and how often do you
update it?

• Periodically, once a week
• During and right after a conference
• When planning a training or other event
• Immediately when meeting a person
• Enter a set of notes
• Depends on the need, when really necessary
• In the middle of an event (or similar) this
  increases
• Occasionally
• Whenever someone new mails me
• Ideally daily
• I update and sync as soon as I meet someone new

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Basic needs and desired features

• Categorize contacts in multiple ways
• Sorting and searching on any relevant field.
  Examples include
• Type of contact (e.g. vendor, media contact, etc)
• Geography
• Idealist/as involvement (e.g. Career Fair host)
• Share data among colleagues
• See who else in Idealist/as is connected with
  this contact and how
• Track relationship history with individual
  contacts and organizations
• Share notes, questions, and opportunities related
  to contacts
• Create on-the-fly distribution lists, groupings,
  reports, etc.
• Capture stages of relationship with contacts
  (e.g. tracking potential event sponsors)
• Integrate with existing Idealist modules (e.g.
  links to org records, invoices, etc.)

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Options

• Salesforce on demand, no software needed, access
  to user-developed application database, pay per
  user model (free for us!), data hosted elsewhere,
  data import/export capability, dependent on
  Salesforce for support, industry leader
• Sugar CRM open source, data hosted on our
  server, more development needed, data
  import/export capability, free, nicer and more
  intuitive look and feel
• Of the options weve researched, these two are
  the most robust, most customizable, and most
  user-friendly

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Moving forward

• Create timeline
• Conduct thorough interviews with teams to capture
  needs
• Select product
• Spec architecture (determine needs of individuals
  and teams, map various fields, reports, etc.)
• Implement the specification
• Testing
• Conduct training for staff (including training on
  importing of data)
• Ensure continued use (develop documentation, best
  practices, regular evaluation, on-going
  development, rewards from the Lost Luggage store
  for frequent use)

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