How has the world surrounding not-for-profit organisations changed? What is the cloud-facing organisation? What strategies can organisations employ to get the most out of their CRM and information systems, website/CMS and social networking?
Connector Corner: Extending LLM automation use cases with UiPath GenAI connec...
Infoworks the cloud facing organisation pr1
1. The cloud facing organisation
- Infoworks
- Change & “Cloud facing”
- Possibilities: CRM – CMS – Social – Mobile
- Strategies
Stuart Lunn
2. Infoworks
• Databases & CRM
– PaperBuilding & software generation
– Big, beautiful, browser-based information systems
• Why „the cloud facing organisation‟?
– Infoworks‟ labs
• Jargon
– CRM, CMS, API / web services, i-frames
The cloud facing organisation: Change - Possibilities - Strategies Stuart
3. Organisations 20 years ago?
Membershi
p
Events
Fundraising
3rd
Sector
Cases
Org
Volunteers
Advice &
Sales Info
The cloud facing organisation: Change - Possibilities - Strategies Stuart
4. Organisations today?
• So what has changed?
Membershi
p
Events
Fundraising
3rd
Sector
Cases
Org
Volunteers
Advice &
Sales Info
The cloud facing organisation: Change - Possibilities - Strategies Stuart
5. The world around us 20 years ago
outside
Products
Services Clients
Information
Physical delivery
inside
The cloud facing organisation: Change - Possibilities - Strategies Stuart
6. Our changing world
outside
Databases:
Contacts
Products Fundraisin
g
Services Members Clients
Events
Information Cases
…
Physical delivery
inside
The cloud facing organisation: Change - Possibilities - Strategies Stuart
7. Our changing world
outside
Databases:
Websites:
Contacts
Products Fundraisin
g Brochure
Services Members Clients
Events
Information Cases Client login
…
Physical delivery
inside
The cloud facing organisation: Change - Possibilities - Strategies Stuart
8. Our changing world
outside
CRM: Social
CMS: Media:
Contacts
Products Fundraisin Faceboo
g Brochure k
Services Members Clients
Events Twitter
Information Cases Client login
… LinkedIn
Physical delivery
inside
The cloud facing organisation: Change - Possibilities - Strategies Stuart
9. Our changing world
outside
CRM: Social
CMS: Media: M
Contacts o
Products Fundraisin Faceboo b
g Brochure k i
Services Members l Clients
Events Twitter e
Information Cases Client login
… LinkedIn
Physical delivery
inside
The cloud facing organisation: Change - Possibilities - Strategies Stuart
10. Our changing world
outside
CRM: Social
CMS: Media: M
Contacts o
Products Fundraisin Faceboo b
g Brochure k i
Services Members l Clients
Events Twitter e
Information Cases Client login
… LinkedIn
Physical delivery
inside
The cloud facing organisation: Change - Possibilities - Strategies Stuart
11. The cloud facing organisation
• Contrast this with...
CRM: Social
CMS: Media: M
Contacts o
Products Fundraisin Faceboo b
g Brochure k i
Services Members l Clients
Events Twitter e
Information Cases Client login
… LinkedIn
Physical delivery
The cloud facing organisation: Change - Possibilities - Strategies Stuart
12. The way we were
outside
Products
Services Clients
Information
Physical delivery
inside
The cloud facing organisation: Change - Possibilities - Strategies Stuart
13. The cloud facing organisation
• Far more complex
• Far more possibilities…
CRM: Social
CMS: Media: M
Contacts o
Products Fundraisin Faceboo b
g Brochure k i
Services Members l Clients
Events Twitter e
Information Cases Client login
… LinkedIn
Physical delivery
The cloud facing organisation: Change - Possibilities - Strategies Stuart
14. The cloud facing organisation
• Far more complex
• Far more possibilities…
CRM: Social
CMS: Media: M
Contacts o
Fundraisin Faceboo b
g Brochure k i
Members l
Events Twitter e
Cases Client login
… LinkedIn
The cloud facing organisation: Change - Possibilities - Strategies Stuart
15. The cloud facing organisation
• Far more complex
• Far more possibilities…
CMS
CRM
Social
Media
Mobile
The cloud facing organisation: Change - Possibilities - Strategies Stuart
16. The cloud facing organisation
• Far more complex
• Far more possibilities…
CMS
CRM
Social
Media
Mobile
The cloud facing organisation: Change - Possibilities - Strategies Stuart
17. Possibilities: CRM – CMS – Social – Mobile
CMS
CRM
Social
Media
Mobile
The cloud facing organisation: Change - Possibilities - Strategies Stuart
18. Possibilities: CRM – CMS integration
• CRM services in CMS
• Shared login
• Examples CMS
– Third Sector Design (Salesforce)
– London Council (Dynamics)
CRM
– ThankQ Social
– Infoworks Media
Mobile
• Impact
The cloud facing organisation: Change - Possibilities - Strategies Stuart
19. Possibilities: CRM – CMS... Third Sector IT
• Salesforce
• “Web to lead” / “Web to case” object
• Build it
• Drop into web page
• Posts data into the CRM
The cloud facing organisation: Change - Possibilities - Strategies Stuart
20. Possibilities: CRM – CMS... Third Sector IT
The cloud facing organisation: Change - Possibilities - Strategies Stuart
21. Possibilities: CRM – CMS... Third Sector IT
The cloud facing organisation: Change - Possibilities - Strategies Stuart
22. Possibilities: CRM – CMS... Third Sector IT
The cloud facing organisation: Change - Possibilities - Strategies Stuart
23. Possibilities: CRM – CMS... Third Sector IT
The cloud facing organisation: Change - Possibilities - Strategies Stuart
24. Possibilities: CRM – CMS... Third Sector IT
The cloud facing organisation: Change - Possibilities - Strategies Stuart
25. Possibilities: CRM – CMS... Third Sector IT
The cloud facing organisation: Change - Possibilities - Strategies Stuart
26. Possibilities: CRM – CMS... Third Sector IT
• Salesforce
• “Web to lead” / “Web to case” object
• Build it
• Drop into web page
• Posts data into the CRM
– One-way integration very quick & easy
– If email can be tied in we have instant linkage to existing records
– Two-way integration
• i-frames
The cloud facing organisation: Change - Possibilities - Strategies Stuart
27. Possibilities: CRM – CMS… Dynamics
• Local Government Services example
The cloud facing organisation: Change - Possibilities - Strategies Stuart
28. Possibilities: CRM – CMS… Dynamics
The cloud facing organisation: Change - Possibilities - Strategies Stuart
29. Possibilities: CRM – CMS… Dynamics
The cloud facing organisation: Change - Possibilities - Strategies Stuart
30. Possibilities: CRM – CMS… Dynamics
The cloud facing organisation: Change - Possibilities - Strategies Stuart
31. Possibilities: CRM – CMS… Dynamics
The cloud facing organisation: Change - Possibilities - Strategies Stuart
32. Possibilities: CRM – CMS… Dynamics
• Local Government Services example
• Very comprehensive & Quick to setup
– Dynamics exposes data objects through simple API / web services
– Supports 2-way integration
– Lends itself to friendly web self-services
The cloud facing organisation: Change - Possibilities - Strategies Stuart
33. Possibilities: CRM – CMS… ThankQ
• Everyone wanted, didn‟t
know why
• Now portal standard
• 50% share login with CMS
• Behind the login…
• … Login
Login
Hom
X Y Z
e
General news
This is what we‟re doing about X
This is what we‟re doing about Y
…
The cloud facing organisation: Change - Possibilities - Strategies Stuart
34. Possibilities: CRM – CMS… ThankQ
• Everyone wanted, didn‟t
know why
• Now portal standard
• 50% share login with CMS
By
My My My
• Behind the login… Home
Donations Buy
Booking
Renewal
s
• … Login
Hom
X Y Z Client Portal
e
Headline just for Fred
What should we do about X?
Have your say about Y
…
Comments
-“Y is a major contribution!” said Fred 6/6/2012
The cloud facing organisation: Change - Possibilities - Strategies Stuart
35. Possibilities: CRM – CMS… Infoworks labs
• Internal CRM
• External CMS
– No Client Portal
– Login
– See the Client Portal
– See the exposed, cut-down, client specific CRM
The cloud facing organisation: Change - Possibilities - Strategies Stuart
36. Possibilities: CRM – CMS… Internal - CRM
The cloud facing organisation: Change - Possibilities - Strategies Stuart
37. Possibilities: CRM – CMS… CMS not logged in
The cloud facing organisation: Change - Possibilities - Strategies Stuart
38. Possibilities: CRM – CMS… Logging in
The cloud facing organisation: Change - Possibilities - Strategies Stuart
39. Possibilities: CRM – CMS… see the Client Portal
The cloud facing organisation: Change - Possibilities - Strategies Stuart
40. Possibilities: CRM – CMS… see the External-CRM
The cloud facing organisation: Change - Possibilities - Strategies Stuart
41. Possibilities: CRM – CMS… Internal vs External
The cloud facing organisation: Change - Possibilities - Strategies Stuart
42. Possibilities: CRM – CMS
• CRM services in CMS
• Shared login
• Examples
– Third Sector Design (Salesforce) CMS
– London Council (Dynamics)
– ThankQ
– Infoworks CRM
Social
• Impact Media
– Internal / External boundaries reduced Mobile
– Efficiency, better & quicker service
– Closer to service users
– Still the biggest deal
The cloud facing organisation: Change - Possibilities - Strategies Stuart
43. Possibilities: CRM – CMS
CMS
CRM
Social
Media
Mobile
The cloud facing organisation: Change - Possibilities - Strategies Stuart
44. Possibilities: CRM – CMS – Social
CMS
CRM
Social
Media
Mobile
The cloud facing organisation: Change - Possibilities - Strategies Stuart
45. Social Media – must we?
• Your audiences
• Your competitors
• Web/Facebook - come to me/to you
• We must
– Engage …
The cloud facing organisation: Change - Possibilities - Strategies Stuart
46. Social Media – must we? Twitter
The cloud facing organisation: Change - Possibilities - Strategies Stuart
47. Social Media – must we? Twitter
The cloud facing organisation: Change - Possibilities - Strategies Stuart
48. Social Media – must we? Facebook
The cloud facing organisation: Change - Possibilities - Strategies Stuart
49. Social Media – must we? Facebook
The cloud facing organisation: Change - Possibilities - Strategies Stuart
50. Social Media – must we?
• Your audiences
• Your competitors
• Web/Facebook - come to me/to you
• We must
– Engage
• We can
– Integrate …
The cloud facing organisation: Change - Possibilities - Strategies Stuart
51. Social Media Integration Types
• Facebook / Twitter data capture
– CMS login with Facebook
– Direct personal
– Monitoring
• Facebook apps
• CRM posting
The cloud facing organisation: Change - Possibilities - Strategies Stuart
52. CMS login with Facebook
• Alumni for UK State schools Michael McAndrew
– Login using Facebook
– Grab personal, educ, jobs data
– Bingo
– Uses CiviCRM
– New
The cloud facing organisation: Change - Possibilities - Strategies Stuart
53. CMS login with Facebook
The cloud facing organisation: Change - Possibilities - Strategies Stuart
54. CMS login with Facebook
The cloud facing organisation: Change - Possibilities - Strategies Stuart
55. CMS login with Facebook
The cloud facing organisation: Change - Possibilities - Strategies Stuart
56. CMS login with Facebook
The cloud facing organisation: Change - Possibilities - Strategies Stuart
57. CMS login with Facebook
The cloud facing organisation: Change - Possibilities - Strategies Stuart
58. CMS login with Facebook
• Alumni for UK State schools Michael McAndrew
– Login using Facebook
– Grab personal, educ, jobs data
– Bingo
– Uses CiviCRM
– New
• !
• Why Facebook?
– “kids don't use email any more”
– “Facebook logins change less”
– “sending them messages soon as from inside Facebook“
The cloud facing organisation: Change - Possibilities - Strategies Stuart
59. Direct personal
Facebook Twitter [LinkedIn]
• Search Twitter data for • Store LinkedIn ID
• Find us on Facebook …
1 1 name/term/tag
• Browsing prospects in
• BIG disclaimer • Select 1 CRM
2 2
• Capture to CRM • Click LinkedIn tab
3 • De-dupe 2
3
• Write on Wall
4 • Import to CRM
4
• Nurture
Considerations: 3
• Facebook: data protection, update, API, new!
• Twitter: fundraising
• LinkedIn: storage restrictions
The cloud facing organisation: Change - Possibilities - Strategies Stuart
60. Monitoring
• “It‟s not all about people - listen.”
– Events / appeals etc monitor conversations for better management
– Complaints => Caring -> CRM
• manual/auto
• CRM supported conversation
The cloud facing organisation: Change - Possibilities - Strategies Stuart
61. Social Media Integration Types
• Facebook / Twitter data capture
– CMS login with Facebook
– Direct personal
– Monitoring
• Facebook apps
• CRM posting
The cloud facing organisation: Change - Possibilities - Strategies Stuart
62. Facebook apps – serve & capture
• Sign up here to be the first to hear about …
• Donate
• Volunteer
• Log a case
• Book a course
– Capture data to CRM
– Use CRM functionality to provide self-services
– Re-use of client portal functionality eg Oxfam…
The cloud facing organisation: Change - Possibilities - Strategies Stuart
63. Facebook apps – serve & capture
The cloud facing organisation: Change - Possibilities - Strategies Stuart
64. Facebook apps – serve & capture
• Facebook
– Note the scrollbars
The cloud facing organisation: Change - Possibilities - Strategies Stuart
65. Facebook apps – serve & capture
• Website
Same underlying functionality?
The cloud facing organisation: Change - Possibilities - Strategies Stuart
66. Social Media Integration Types
• Facebook / Twitter data capture
– CMS login with Facebook
– Direct personal
– Monitoring
• Facebook apps
• CRM posting -> Social Media - workflow initiated
– Thanks for your donation
– 1st brick laid
– First child…
– First graduation…
The cloud facing organisation: Change - Possibilities - Strategies Stuart
67. Social Media Integration – is it worth it?
• Engagement
• Prospecting
• Self service
• Data capture
– far easier for them
– personal, issues and metrics
• Self update
• New!
The cloud facing organisation: Change - Possibilities - Strategies Stuart
68. Possibilities: CRM – CMS – Social
CMS
CRM
Social
Media
Mobile
The cloud facing organisation: Change - Possibilities - Strategies Stuart
69. Possibilities: CRM – Mobile
CMS
CRM
Social
Media
Mobile
The cloud facing organisation: Change - Possibilities - Strategies Stuart
70. CRM - Mobile opportunities
The cloud facing organisation: Change - Possibilities - Strategies Stuart
71. CRM - Mobile opportunities
• Staff use
• External use
– Why good?
– Good for?
The cloud facing organisation: Change - Possibilities - Strategies Stuart
72. Possibilities: CRM – CMS – Social – Mobile
CMS
CRM
Social
Media
Mobile
The cloud facing organisation: Change - Possibilities - Strategies Stuart
73. Possibilities – how we might look
My
Hom My My
Booking
e Donations Buy
s
Login with Facebook
Home X Y Z Client Portal
Headline just for Fred
What should we do about X?
Have your say about Y
…
Comments Facebook SC Find
-“Y is a major contribution!” said Fred 6/6/2012 Friends Home
Contacts Donations Membership Cases Events
Logout
Compelling
Forename
Surname
Address
Engaging
Postcode
Web
Facebook
Content
Twitter
Volunteer here,
Mobile Event Organiser now
Tuesday Club
Attendee Role Confirm
Joey Wash up
So many possibilities, Ellie Chair
how to decide what to do? Mack Car park
Frank ?
The cloud facing organisation: Change - Possibilities - Strategies Stuart
74. Strategies
• Processes
• seeing the opportunities
• Strategy formulation
The cloud facing organisation: Change - Possibilities - Strategies Stuart
75. Processes - seeing the opportunities at
Stu College 2003
Which SC course 1990
shall I do? The usual please
Website Go 1st Class
2005
London Facebook
Mobile
evening Search
courses…
Google Search Course Info
[Login] Enrol/Register
Facebook Add to Basket
2012
Mobile App Enrol/Register
Jan likes Novel
writing for girls(!)
at SC Pay Pay
The cloud facing organisation: Change - Possibilities - Strategies Stuart
76. Strategies –we’ve come a long way
outside
Products
Services Clients
Information
Physical delivery
inside
The cloud facing organisation: Change - Possibilities - Strategies Stuart
77. Strategies – and we’ve got complexity
CRM: Social
CMS: Media: M
Contacts o
Products Fundraisin Faceboo b
g Brochure k i
Services Members l Clients
Events Twitter e
Information Cases Client login
… LinkedIn
Physical delivery
The cloud facing organisation: Change - Possibilities - Strategies Stuart
78. Strategies – and we’ve got complexity
The cloud facing organisation: Change - Possibilities - Strategies Stuart
79. Strategies – but when you boil it down
CRM: Social
CMS: Media: M
Contacts o
Products Fundraisin Faceboo b
g Brochure k i
Services Members l Clients
Events Twitter e
Information Cases Client login
… LinkedIn
Physical delivery
The cloud facing organisation: Change - Possibilities - Strategies Stuart
80. Strategies for cloud facing organisations Labs
Processes
Watching
Organisational
Strategy CMS
Constraints:
CRM - Technical
Social
- Financial
Media
- Social
Mobile - …
IT Strategy
The cloud facing organisation: Change - Possibilities - Strategies Stuart
81. Strategies for cloud facing organisations Labs
Processes
Watching
Organisational
Strategy CMS
Constraints:
CRM - Technical
Social
- Financial
Media
- Social
Mobile - …
IT Strategy
The cloud facing organisation: Change - Possibilities - Strategies Stuart
82. Thanks to:
• Stony Grunow
• John Bird
• Michael McAndrew
The cloud facing organisation: Change - Possibilities - Strategies Stuart
Hinweis der Redaktion
A CRM & strategy centric analysis – as opposed to marketingWe’ll look at what’s changed around organisations, what we now faceLook at what some NEW stuff that CRM suppliers are doingStrategies for spotting opportunities in your organisation
Cloud facing – see what I mean in a minute, but why I’m interested = some things I wasn’t sure how was possible, how they worked, 3 months ago decided would be nice to find out & try some in Infoworks crm /web / Facebook / twitter demo areas or labsJargonCRM – shorthand for Customer Relationship Management system, eg Dynamics, ThankQ, CARE, IMIS, IRIS, CiviCRM, SaleForce CMS – Content Management System = website management toolAPI – application program interface – the way of talking to a program from the outside Web services – web based API, now superseded by web api. Way of communicating between web applicationsiFrame = in web pages, an “inline frame”, a way of sticking one HTML doc inside another – eg calling your CRM system from inside a website page
So let’s look at how the world’s changedBusiness processes wise, what was the typical 3rd sector org up to in 1988
For many orgs in 1988, there were no computers – at least no computers involved I the delivery of servicesThere was us (our products, services, info) our clients an we delivered everything physically
Then databases gave us systems to organise the delivery & mailshots stuffAnd the boundary between us and the client moves
Few years later websites came along, 1st just brochure-ware, then logins raising the prospect of client areas and many years later integration with the databaseAnd the boundary between us and the client moves again
Much later still – social media, and after that more CRM integration possibilitiesAnd the boundary between us and the client moves againarrives
And then the world goes mobile – and we need to consider that too
What’s changed, the world around us and how we do thingsthe INSIDE – OUTSIDE distinction is so blurred, it’s practically gone
And this is what I call the Cloud Facing OrganisationContrast this with THE WAY WE WERE
… Can it be that it was all so simple then?
This is what we have to deal with now - Far more complexFar more possibilities…Let’s focus on the CRM related integration possibilities Lose the Products, Clients, Phys Del
Make this easier to read
Tidy up
And let’s look 1st at CRM – CMS
And let’s look 1st at CRM – CMS
Stony Grunow
Imagine I’ve come on the council’s website, filled in my postcode, now giving my details
Selecting my collection slot and click Next books the slot
Now here it is inside the Dynamics CRM
I spoke with John Bird of ThankQ re CRM – CMS integrationFew years ago everyone wanted it, then didn’t know what they wanted to do with itNow standard. ThankQ has a portal, ‘skinned up’ to look the same as host website. Behind login you can Donate, Pledge, Book an event, Buy from online shop, sign-up for/renew Membership.Portal now offered with all projects and 50% share login with CMS… meaning - Initially faced with a GENERIC website, then login and…
Get personalised content+ A client portalAnd behind the client portal, can …
+ the quickest and easiest way to deliver web based self services
It’s where the kids are + biggest growth sector = the over 50’s, more traffic than Google in UK since 2010Hype, but it’s where lots of the people are Website – I expect you to come to meFacebook – I’ll come to youYour competitors will be there or on their way - webjam - 56% thinking Got to the stage every org must at least show a together engaged face to the social networksNot rocket science – zero -> hero – see Infoworks labs, Twitter and Facebook
Facebook / Twitter data captureCMS login with FacebookDirect personal MonitoringFacebook apps = self service, course enrolmentCRM posting = workflow
CiviCRM
! Did you catch that? Facebook does the entry!Watch that again
Nice chap John Bird, ThankQNEW STUFF – in beta with 2 clientsFacebook wall (deeper than like)=> consent to capture public detailTwitter even better for fundraisersLinkedIn limitedStu doesn’t know Twitter API so well, but Facebook = another example of Facebook data entry and UPDATE = a CRM dream, guaranteed up-to-date data!
John BirdIf you’re running events/appeals, you can monitor the conversations, gather metrics for better management, eg after done once you’ll have an idea for if there’s not enough chatter about the event 3 weeks before openingAnd for complaints, if someone moans, it’s a sign they care – capture it into the CRM. Low volume manual, but can be automatedCan have a CRM supported conversation Stu says some products focus just on CRM supported conversations
Facebook / Twitter data captureCMS login with FacebookDirect personal MonitoringFacebook apps = self service, course enrolmentCRM posting = workflow
CRM posting = workflow(Market of Social Media management tools, but not that)CRM systems handle workflow well – workflow is a narrative, a story playing out over time + plenty of opportunities to touch
It’s real proper engagementYou can use it for prospectingAny Website Self Service can poss be ported or linked to here Data capture = CRM goldSelf update = 24 carat New – so bumpy roads, but real chance for backwater orgs to leap frog
Some CRMs already avail on mobile – Dynamics, ThankQ, moreBut think about specific service apps for your Clients/Supporters… eg Volunteer management would be v similar to Football team organiser that does emails, texts, website from this mobile appAnd look at what the supermarkets are doing – can pop to Asda while I’m waiting for the train - fab
Why goodown environ, local (not nec web, so can other stuff), direct rel, always on, uses dead time Good forLow vol reference info, maps, low input, choice, simple transactionsEg event organiser, perfect host, priority tracker, who’s @ workWeb vs Mobile Different disciplines
SC = Stu College, and FE collegeGoogle fades in after main flowWhat about Facebook – what could we do, any ideas?Battles of today = catching the passing attention of Jan’s friendsTomorrow = stealing dead seconds with mobile apps
So, we’ve come a long way
A very powerful set of levers to control the relationships of the organisation, a bit like…
Hellish complex if you don’t have a plan or don’t know what you’re doing
Specifically here, talking opportunitiesOpportunities to make the most of our CRM, thru integration with web, social and mobileLook to your Organisational strategyWatch out for what’s possible – keep an eye on these + THANKSSurvey your ProcessesKnow your constraints, tech, finc, social landscapeBring all these to bear in framing your IT Strategy, and in doing so cherry pick the best CRM integration opportunities to deliver your CRM gold… but how do you define your IT Strategy
Specifically here, talking opportunitiesOpportunities to make the most of our CRM, thru integration with web, social and mobileLook to your Organisational strategyWatch out for what’s possible – keep an eye on these + Infoworks Labs (THANKS to Stony Grunow TSI, John Bird of ThankQ, my Dynamics expert, Michael McAndrew TSD) Survey your ProcessesKnow your constraints, tech, finc, social landscapeBring all these to bear in framing your IT Strategy, and in doing so cherry pick the best CRM integration opportunities to deliver your CRM gold… but how do you define your IT Strategy?