blackbaud crm after go-live

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CRM: Life After Go Live PRESENTED BY AILEEN SANDOVAL

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Page 1: Blackbaud CRM After Go-Live

CRM: Life After Go LivePRESENTED BY AILEEN SANDOVAL

Page 2: Blackbaud CRM After Go-Live

A successful project does not guarantee

success.

Page 3: Blackbaud CRM After Go-Live

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

Page 4: Blackbaud CRM After Go-Live

Getting to Go-Live

You Project Team

SupportStrategic Services

•Who are they?

•What is their purpose?

•How do they help?

Page 5: Blackbaud CRM After Go-Live

Getting to Go-Live

4 months

Page 6: Blackbaud CRM After Go-Live

Getting to Go-Live

The Project Implementation Team

You

Project Team

SupportStrategic Services

Go-Live Help

•Risk Register

•Cut-over Plan

•GLAT

Page 7: Blackbaud CRM After Go-Live

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:

Page 8: Blackbaud CRM After 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

Page 9: Blackbaud CRM After Go-Live

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

Page 10: Blackbaud CRM After 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

Page 11: Blackbaud CRM After Go-Live

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:

Page 12: Blackbaud CRM After 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.

Page 13: Blackbaud CRM After Go-Live

Go-Live

Page 14: Blackbaud CRM After Go-Live

Go-Live

3weeks

Final Conversion

End User (Functional) Training

Internal Hand-off

General Release (Go Live Day)

Page 15: Blackbaud CRM After Go-Live

•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

Page 16: Blackbaud CRM After Go-Live

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

Page 17: Blackbaud CRM After Go-Live

We’re live. Now we SNaG.

Page 18: Blackbaud CRM After Go-Live

SNaG-ing ROI

90days

Stabilize (0 – 30)

Normalize (31 – 90)

Grow (90+)

Page 19: Blackbaud CRM After Go-Live

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

Page 20: Blackbaud CRM After Go-Live

Change Cycle – The SequelGrow

Denial

Bargaining Resistance

Acceptance

Act

Anger

Commitment

Stabilize

Normalize

Go Live

Page 21: Blackbaud CRM After Go-Live

SNaG-ing ROI

0-30Stabilize

Page 22: Blackbaud CRM After Go-Live

• 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

Page 23: Blackbaud CRM After Go-Live

• 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

Page 24: Blackbaud CRM After Go-Live

• 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

Page 25: Blackbaud CRM After Go-Live

SNaG-ing ROI

31-90Normalize

Page 26: Blackbaud CRM After Go-Live

• 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

Page 27: Blackbaud CRM After Go-Live

• 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

Page 28: Blackbaud CRM After Go-Live

SNaG-ing ROI

90+GROW!

Page 29: Blackbaud CRM After Go-Live

SNaG-ing: Grow - 90+ days

(This is the most important part.)

GROW

Page 30: Blackbaud CRM After Go-Live

• 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

Page 31: Blackbaud CRM After Go-Live

• 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

Page 32: Blackbaud CRM After Go-Live

• 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

Page 33: Blackbaud CRM After Go-Live

• 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

Page 34: Blackbaud CRM After Go-Live

Grow – CRM Community

Page 35: Blackbaud CRM After Go-Live

A successful project doesn’t guarantee

success. You must plan for growth. #bbcon

35 #bbcon

Tweet this now

Page 36: Blackbaud CRM After Go-Live

36 #bbcon

Don’t forget to complete a session survey! Each completed survey enters you into a drawing to win a complimentary registration to bbcon 2015 in Austin, Texas*. 

*Blackbaud reserves the right to change or withdraw this promotion at any time, without advance notice. Promotion has no cash value and may not be exchanged, applied to, or combined with any other offer.

Are you pumped up and ready to go?