Organising people with databases

Using databases to manage people and centralise data

We explore all the aspects you need to consider when choosing and implementing a database.

Sharing their wealth of knowledge and experience, I will be joined by :

• Bess Murphy – Community Engagement Coordinator – Cairns and Far North Environment Centre
• Phil Evans – Development Coordinator – Friends of the Earth Australia

★ What is a CRM

• Customer/Client/Constituent Relationship Management (CRM) system
• Facilitation and communication
• Specialised sub-sets > eg donor management

★ Why use a CRM

• scale
• proven effectiveness
• user expectations
• competition

★ Digital Strategy

• Sub set of campaign strategy – theory of change
• What do you want people to do?
• How are you going to support them to do this?
• The role of data in facilitation and communication

★ People

•  Volunteers
•  Action Takers
•  Donors
•  Sponsors
•  Event attendees
•  Members
•  Media

★ Pathways / user journeys

• More on User pathways in our User pathways and planning our tech stack Webinar
• Central node concept
• Data capture
  •  Data on social media
  •  Data at in person events
  • The petition method
•  Communication
•  Next step in their journey

★ Tech Intro

• no perfect tool
• some are really good at some things
• simple vs complex
• lock-in
  • the nature of CRM
  • technical
• out of the box vs customisations

★ CRM technical approaches

• cloud
• off the shelf
• customisation
• hybrid / integration on various apps

★ Tech Briefing – why

• briefing vs trial vs referrals
• its in the details
• break down complexity
• sophisticated compromise

★ Tech Briefing – intro

• Functionality brief
  •   must do
  •   like to do
  •   nice to have
• Consult people in org will use it
• Budget
• Research – shortlist
• Ask for advise – find people who use the tools
• Ease of use
• Training and support

★ Costs

• understand their pricing models
• monthly fees
• communications – email – sms
• customisations
• website
• integrations
• training
• growth

★ Data planning

• Personalisation
• Empowerment
• Problems you need a CRM to solve.
• How are we using the data
  • Communicate – rally – call to act
  • What data do we need
  • Segmenting data
  • Data growth
• Do yo have the resources to use segmentation?
• Data audit > import
• Data hygiene > management > cleaning

★ Data Rules

• Consent
• Transparency
• Privacy
• Ethics
• Australian Law
  • Government – Laws around customer information
  • Justice Connect – Privacy

★ Data use and abuse

• IBM and the Nazis
• External privacy policies (of the tools you are using)
• Where are the databases? and their laws?
• Government / court / business access
• What info are you collecting
• Inappropriate segmenting – eg radical
• Who in org controls it
• Who has internal access (to what) – varied permissions
• Access agreements
• User/peoples right to access/delete

★ Website integration

• CRM website
• External website
• External tools > data import

★ Donations

• Process payments
  •  credit cards
  •  subscriptions
  • other payments cash/bank transfer
• Record keeping
• Receipts / compliance
• Retention / appreciation
• Members
• Volunteer donation drives
• Merch > snail mail

★ Email + SMS campaigns

• Automation
• Newsletters
• Take action

★ Events

• Bookings
• Free / paid
• Managing RSVP

★ Data reporting

• Understand trends
• understand donors and actiontakers
• goals
• testing approaches
• compliance

★ Integration support

• Zapier
• Manual data migration
• Callhub and things like that

★ CRM Company

• ethics
• viability
• development
• support

★ Internal Resistance to CRM technology

• Too busy
• Bad cost analysis
• Scared of scale
• Don’t understand efficiency
• Control issues
• Don’t want change
• Ego – centre