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The cloud facing organisation
-   Infoworks
-   Change & “Cloud facing”
-   Possibilities: CRM – CMS – Social – Mobile
-   Strategies




Stuart Lunn
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
Organisations 20 years ago?


                                           Membershi
                                              p
                                                                       Events
                    Fundraising

                                                  3rd
                                                 Sector
                                                                            Cases
                                                  Org
                  Volunteers

                                                                     Advice &
                                         Sales                         Info




The cloud facing organisation: Change - Possibilities - Strategies                  Stuart
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
The world around us 20 years ago



                                                                     outside




   Products

   Services                                                          Clients

  Information

                                            Physical delivery

    inside
The cloud facing organisation: Change - Possibilities - Strategies      Stuart
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
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
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
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
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
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
The way we were



                                                                     outside




   Products

   Services                                                          Clients

  Information

                                            Physical delivery

    inside
The cloud facing organisation: Change - Possibilities - Strategies      Stuart
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
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
The cloud facing organisation

• Far more complex
• Far more possibilities…

                                                                      CMS



                                                    CRM
                                                                              Social
                                                                              Media
                                                                     Mobile




The cloud facing organisation: Change - Possibilities - Strategies            Stuart
The cloud facing organisation

• Far more complex
• Far more possibilities…

                                                                      CMS



                                                    CRM
                                                                              Social
                                                                              Media
                                                                     Mobile




The cloud facing organisation: Change - Possibilities - Strategies            Stuart
Possibilities: CRM – CMS – Social – Mobile



                                                                      CMS



                                                    CRM
                                                                              Social
                                                                              Media
                                                                     Mobile




The cloud facing organisation: Change - Possibilities - Strategies            Stuart
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
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
Possibilities: CRM – CMS... Third Sector IT




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
Possibilities: CRM – CMS... Third Sector IT




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
Possibilities: CRM – CMS... Third Sector IT




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
Possibilities: CRM – CMS... Third Sector IT




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
Possibilities: CRM – CMS... Third Sector IT




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
Possibilities: CRM – CMS... Third Sector IT




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
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
Possibilities: CRM – CMS… Dynamics

• Local Government Services example




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
Possibilities: CRM – CMS… Dynamics




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
Possibilities: CRM – CMS… Dynamics




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
Possibilities: CRM – CMS… Dynamics




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
Possibilities: CRM – CMS… Dynamics




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
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
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
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
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
Possibilities: CRM – CMS… Internal - CRM




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
Possibilities: CRM – CMS… CMS not logged in




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
Possibilities: CRM – CMS… Logging in




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
Possibilities: CRM – CMS… see the Client Portal




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
Possibilities: CRM – CMS… see the External-CRM




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
Possibilities: CRM – CMS… Internal vs External




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
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
Possibilities: CRM – CMS



                                                                      CMS



                                                    CRM
                                                                              Social
                                                                              Media
                                                                     Mobile




The cloud facing organisation: Change - Possibilities - Strategies            Stuart
Possibilities: CRM – CMS – Social



                                                                      CMS



                                                    CRM
                                                                              Social
                                                                              Media
                                                                     Mobile




The cloud facing organisation: Change - Possibilities - Strategies            Stuart
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
Social Media – must we? Twitter




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
Social Media – must we? Twitter




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
Social Media – must we? Facebook




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
Social Media – must we? Facebook




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
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
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
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
CMS login with Facebook




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
CMS login with Facebook




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
CMS login with Facebook




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
CMS login with Facebook




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
CMS login with Facebook




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
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
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
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
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
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
Facebook apps – serve & capture




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
Facebook apps – serve & capture

• Facebook
      – Note the scrollbars




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
Facebook apps – serve & capture

• Website




Same underlying functionality?




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
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
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
Possibilities: CRM – CMS – Social



                                              CMS



                     CRM
                                                                     Social
                                                                     Media
                                             Mobile




The cloud facing organisation: Change - Possibilities - Strategies            Stuart
Possibilities: CRM – Mobile



                                              CMS



                     CRM
                                                                     Social
                                                                     Media
                                             Mobile




The cloud facing organisation: Change - Possibilities - Strategies            Stuart
CRM - Mobile opportunities




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
CRM - Mobile opportunities

• Staff use


• External use
      – Why good?
      – Good for?




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
Possibilities: CRM – CMS – Social – Mobile



                                              CMS



                     CRM
                                                                     Social
                                                                     Media
                                             Mobile




The cloud facing organisation: Change - Possibilities - Strategies            Stuart
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
Strategies

• Processes
            • seeing the opportunities

• Strategy formulation




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
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
Strategies –we’ve come a long way



                                                                     outside




   Products

   Services                                                          Clients

  Information

                                            Physical delivery

    inside
The cloud facing organisation: Change - Possibilities - Strategies      Stuart
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
Strategies – and we’ve got complexity




The cloud facing organisation: Change - Possibilities - Strategies   Stuart
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
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
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
Thanks to:

• Stony Grunow




• John Bird




• Michael McAndrew




The cloud facing organisation: Change - Possibilities - Strategies   Stuart

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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

  1. 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
  2. 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
  3. So let’s look at how the world’s changedBusiness processes wise, what was the typical 3rd sector org up to in 1988
  4. 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
  5. Then databases gave us systems to organise the delivery & mailshots stuffAnd the boundary between us and the client moves
  6. 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
  7. Much later still – social media, and after that more CRM integration possibilitiesAnd the boundary between us and the client moves againarrives
  8. And then the world goes mobile – and we need to consider that too
  9. What’s changed, the world around us and how we do thingsthe INSIDE – OUTSIDE distinction is so blurred, it’s practically gone
  10. And this is what I call the Cloud Facing OrganisationContrast this with THE WAY WE WERE
  11. … Can it be that it was all so simple then?
  12. 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
  13. Make this easier to read
  14. Tidy up
  15. And let’s look 1st at CRM – CMS
  16. And let’s look 1st at CRM – CMS
  17. Stony Grunow
  18. Imagine I’ve come on the council’s website, filled in my postcode, now giving my details
  19. Selecting my collection slot and click Next books the slot
  20. Now here it is inside the Dynamics CRM
  21. 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…
  22. Get personalised content+ A client portalAnd behind the client portal, can …
  23. + the quickest and easiest way to deliver web based self services
  24. 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
  25. Facebook / Twitter data captureCMS login with FacebookDirect personal MonitoringFacebook apps = self service, course enrolmentCRM posting = workflow
  26. CiviCRM
  27. ! Did you catch that? Facebook does the entry!Watch that again
  28. 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!
  29. 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
  30. Facebook / Twitter data captureCMS login with FacebookDirect personal MonitoringFacebook apps = self service, course enrolmentCRM posting = workflow
  31. 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
  32. 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
  33. 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
  34. 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
  35. 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
  36. So, we’ve come a long way
  37. A very powerful set of levers to control the relationships of the organisation, a bit like…
  38. Hellish complex if you don’t have a plan or don’t know what you’re doing
  39. 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
  40. 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?