blackbaud crm after go-live

CRM: Life After Go LivePRESENTED BY AILEEN SANDOVAL

A successful project does not guarantee

success.

Presentation Objectives:

1. How to prepare for Go-Live, and the post Go-Live period

2. What you can & should do to help you be successful

3. How to transition from project mode to growth mode

Getting to Go-Live

You Project Team

SupportStrategic Services

•Who are they?

•What is their purpose?

•How do they help?

Getting to Go-Live

4 months

Getting to Go-Live

The Project Implementation Team

You

Project Team

SupportStrategic Services

Go-Live Help

•Risk Register

•Cut-over Plan

•GLAT

1. Re-visit your risk register (the Sleep Easy plan)• Create a mitigation plan for all outstanding items• Revisit every 2 – 3 weeks

2. Take cut-over planning seriously• Talk through everything that has to happen – 6 & 6• Work with vendors to create back-up plans• Set realistic expectations with executives

3. Work with GLAT• Go Live Assurance Team• Dedicated to your go-live success• Experienced with go-lives, quick responses

Getting to Go-LiveProject Team, 4 months before go-live:

Getting to Go-Live

The Support Team

YouProject. Team

Support

Strategic Services Go-Live

Help

•Help Desk Readiness•Support Planning•Dedicated Tech Acct Mgr •24/7 Access•Project Lead Expertise•Escalation to R&D•Customization Support•Hosting Support

1. Let your Technical Account Manager (TAM) be your advocate• Build the relationship• Knows your systems & business practices

2. Conduct Help Desk Readiness Assessment • Complete 2 months before Go-Live• Identify SMEs throughout your organization - not just on your

help desk• Build frontline support. Your help desk is not your first tier of

internal support – it is your final tier.

3. Work with TAM to train your Help Desk team on CRM• Effectively triage issues• Resolve users most critical needs first• Recognize trends in questions and/or issues reported

Getting to Go-LiveSupport, 4 months before go-live

Getting to Go-Live

The Strategic Services Team

Go-Live Help

•Ease the strain of Go-Live•An extension of your team•Supplemental Staff•Flexible agreements•Optimize CRM•Super-charge campaign management

YouProject Team

Support

Strategic

Services

1. Try short term agreement during Go-Live• Manage campaigns with drop dates within go-live window• Staff supplementation for ‘catch up’ work• Avoid the Finder Number Gotcha Game

2. Retainer contract for business intelligence needs• Learn to leverage 360-degree constituent information• Automated, sophisticated campaign reporting• Integrate new data sources into fundraising strategy

3. Be Creative• Strength is expertise & flexibility

Getting to Go-LiveStrategic Services, 4 months before go-live:

Getting to Go-Live

YouProject Team

Support

Strategic

Services

Go-Live Help

•Blackbaud knows the system, but no one knows your organization better than you.

Go-Live

Go-Live

3weeks

Final Conversion

End User (Functional) Training

Internal Hand-off

General Release (Go Live Day)

•Supplement your staff

•Prep for first ‘big pull’

•Plan execution for data uploads

•High alert during go-live

•Resolve issues with increased focus

•TAM may visit on-site

•On-site, targeted support

•Hands-on issue resolution

•Coordinate communications

•Coordinate daily stand-up with internal teams, Strategic Services & Support

Go-Live

YouProject Team

SupportStrategi

c Services

Go-LiveYou: • Get plenty of sleep

• Most common issues are security / permissions

• Most troublesome issues are usually related to the person under the umbrella

• Whenever possible, avoid scheduling high-volume direct mail pulls for 2 – 3 weeks after go-live

• Set clear expectations with executive teams

• Expect long days and plan for overtime

• Lead with grace and humor

YouProjec

t Team

Support

Strategic

Services

We’re live. Now we SNaG.

SNaG-ing ROI

90days

Stabilize (0 – 30)

Normalize (31 – 90)

Grow (90+)

MO

RA

LE

&

P

RO

DU

CT

IVIT

Y

Current Performance

Flashback: The Change cycle Future

Performance

TIME

Denial

Bargaining Resistance

Acceptance

Act

Anger

Commitment

Change Cycle – The SequelGrow

Denial

Bargaining Resistance

Acceptance

Act

Anger

Commitment

Stabilize

Normalize

Go Live

SNaG-ing ROI

0-30Stabilize

• Meet regularly to review Support cases…………

SNaG-ing: Stabilize – 0 to 30 days

• Provide hands-on support to your internal campaign and data management team

• Coordinate and manage Acknowledgements for revenue received during cut-over

• Resolve open issues

• Transition customizations to Support

YouProject Team

SupportStrategi

c Services

• Your TAM reviews your open Support cases daily

• Monitors all cases against support standards

• Automatically alerted on “critical” cases

• For escalated critical cases: :o Confirms with you that an issue

is “critical”o Work with you to understand

impact and set expectationso Internally, drives case to

resolutiono Communicates progress &

resolution

SNaG-ing: Stabilize – 0 to 30 days

YouProject Team

SupportStrategi

c Services

• Prioritize. Is it a critical, revenue generating business process?

• Yes - Not functioning or prevented from functioning? = Critical

• Yes - Functioning but delayed or impeded? = Problem

• Yes - Annoying and burdensome? = Defer• No? = Defer

• Have a backup plan for critical reports

• Pace yourself and your teams. Remember – this is a long-term proposition.

• Empower your teams. As great as Blackbaud is, we will never be as good at your mission as you are.

SNaG-ing: Stabilize – 0 to 30 days

YouProject Team

Support

Strategic

Services

SNaG-ing ROI

31-90Normalize

• Support your Experts, and expand internal support skill sets

• Supplement staff and provide support during ‘Firsts’:

• First monthly credit card / direct debit run

• First Month-end Financials• First Quarter-end Financials• First environment refresh• First service pack

SNaG-ing: Normalize – 31 to 90 Days

YouProject Team

SupportStrategi

c Services

• DO NOT meet every day to review issues. Consciously reduce pressure.

• Do meet regularly with your TAM, Strategic Services Relationship Manager, and Sponsor

• Recognize and celebrate the ‘new normal.’

• Catch up on PTO

SNaG-ing: Normalize – 31 to 90 Days

YouProject Team

Support

Strategic

Services

SNaG-ing ROI

90+GROW!

SNaG-ing: Grow - 90+ days

(This is the most important part.)

GROW

• Enhance campaign efficacy with data services

• Grow donor base through acquisition services

• Enable strategic growth through strategic services

• Plan upgrades

• Monitor product road map

• Engage in future-phase projects and customizations

• Advanced Training

SNaG-ing: Grow - 90+ days

YouProject Team

SupportStrategic Services

• Invest in skill building. • Integrate CRM skills into competency

assessments • Change job descriptions

• Develop a plan to onboard new staff

•Establish self-governing user groups

•Communicate, communicate, communicate

• Confirm your governance model• How will you determine the mid and long

term path of the system?

• Measure your success. Measure against your project metrics……..

SNaG-ing: Grow - 90+ days

YouProject Team

Support

Strategic

Services

• Plan for and create new metrics. • Identify a new campaign that will leverage

all aspects of CRM • Segments & Smart Fields• Finder numbers & Source codes• Scoring, etc.

• Compare old to new: • Production time & mailing stats• Response Rates & Revenue

• Benchmark operational tasks (Six Sigma)• Measure your progress at improving

efficiency.• Before go-live, at go-live, and then monthly • Measure effort and volume

SNaG-ing: Grow - 90+ days

YouProject Team

Support

Strategic

Services

• Recognize efficiencies gained. Publish a running list of tasks that have been eliminated, or are rarely performed due to improvements in business processes.

• Create and follow an upgrade plan. Blackbaud can work with you to develop and manage your plan.

• Blackbaud will always be your partner, but YOU must push the limits of your system. CRM was designed to be flexible and change with your needs. Plan for change!

• Dream big!

• Come to bbcon! Austin 2015!!!!

SNaG-ing: Grow - 90+ days

YouProject Team

Support

Strategic

Services

Grow – CRM Community

A successful project doesn’t guarantee

success. You must plan for growth. #bbcon

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