Overview of the Core Business Processes for a CRM Implementation

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Throughout the CRMready webinar series and blog posts that have followed, one piece of advice that kept popping up again and again “make sure you communicate.” This is the key to successfully implementing your new Constituent Relationship Management (CRM) system. Today’s blog post is no different. After the discovery phase, you will need to take a look at your current processes and evaluate how they will fit in or change once the CRM implementation is complete. Below are some of the core business processes that you will need to consider when moving to a new CRM and tips on things to communicate to your team.

Core Business Processes

Workflow and Processes

Your current workflow and processes will change. Take a look at what you are currently doing and compare it to the industry best practices. This is the time to think outside of the box and change your processes to align with the CRM strategy that you are working towards.

Defining Constituents

This is a key step and may lead to many conversations within your organization. You will need to define what a constituent is to you. Your organization may have had different departments that would manage their own databases of constituents. One department may manage volunteers, another may focus on donors and another may have been in charge of clients. Now that you’ve merged these databases and are working from the same CRM, everyone owns the same constituent. This is where you should have a conversation about what that means and come up with some rules of engagement. If you have one constituent that is a client who receives services, donates to your cause and also volunteers at your fundraising events, you need to determine which department will communicate with the person and how.

Security

Depending on your organization, you may need a more sophisticated security structure. Since you are now all sharing the same record, some components of a record may need to be hidden from certain departments. Have this conversation with your departments to determine what information should be hidden and what information will be provided to everyone.

Online/Offline Constituent Information

If you are moving from an online content management system to a more integrated platform, you will also have to have a conversation about what information is public facing, what info is available to the constituent themselves and what information is purely internal.

Revenue Management

This is the time to involve your accountants. Start thinking about auditing best practices and have conversations about how you are going to reconcile your general ledger with your CRM.

Other vendors

You probably work with some outside vendors for certain pieces of your organization. Maybe you send out a lot of direct mail. You may need to get them involved as the changes you make to your processes could impact how you work these vendors. You may be able to streamline those processes in the meantime.

Change management will occur in every phase of your CRM implementation. Having these conversations often and over time allow your employees to become comfortable with the changes. When you don’t allow for your employees to digest the change and ask questions in the beginning, those questions will creep up as doubt later on in the process.

Watch the CRMready webinar now!

To find out more information about the phases of a CRM implementation and other conversations you should be having, check out our CRMready webinar workshop where you can qualify for a FREE CRMready assessment.

Monika McMahon

About Monika McMahon

Monika joined Heller Consulting after spending 8 years in the Boulder technology startup scene. She is an expert in Social and Digital marketing, adopting and implementing new (and old) platforms for organizations ranging from ecommerce, SaaS, and nonprofits. Monika not only understands how these platforms work but how to use them to meet business objectives. When she is not educating and sharing her online talents, she can be found enjoying the music scene in Denver.

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