{"id":7350,"date":"2019-08-07T11:03:49","date_gmt":"2019-08-07T11:03:49","guid":{"rendered":"https:\/\/teamheller.com\/?p=7350"},"modified":"2019-09-18T19:34:03","modified_gmt":"2019-09-18T19:34:03","slug":"i-cant-leave-my-crm-now-what","status":"publish","type":"post","link":"https:\/\/teamheller.com\/resources\/blog\/i-cant-leave-my-crm-now-what","title":{"rendered":"I Can&#8217;t Leave my CRM &#8211; Now What?"},"content":{"rendered":"<h2>Are you struggling with your nonprofit CRM?<\/h2>\n<p>Constituent relationship management software (CRM) is a fundamentally important tool for helping nonprofits deliver their services and fulfill their missions. Unfortunately, as time passes and the needs of users and constituencies evolve, CRM platforms can become inefficient and bloated as patches and capabilities are added or revised in an effort to keep it current.<\/p>\n<p>As more time, effort, and money is invested in an existing platform, organizations can become uneasy about what to do with it. <strong>Should we continue to struggle with our existing CRM, or is it time to consider replacing it?<\/strong> The specter of a costly and time-consuming overhaul or \u2013 gasp \u2013 complete replacement can be terrifying. Rather than contemplate what they see as the potential for major disruption, many organizations simply resign themselves to the struggle and continue to make do with the CRM system they have.<\/p>\n<p>If this sounds like your organization, here\u2019s the good news: chances are, your existing platform is not as bad as you might think. Virtually every CRM can use some level of streamlining and optimization. Once you\u2019ve invested in implementing constituent relationship management software, it\u2019s almost always smarter to streamline and optimize it periodically than to abandon what, at first blush, might seem to be an outdated platform.<\/p>\n<p>The trick is determining what the underlying issues are that can be causing trouble and fixing them. Typically, there are three major CRM areas that can prove problematic for nonprofits:<\/p>\n<ul>\n<li>Undocumented business processes<\/li>\n<li>Lack of reports and dashboards<\/li>\n<li>Incorrect code structure<\/li>\n<\/ul>\n<p>Every nonprofit has a set of business processes for areas such as development, volunteers, and programs. Often a thorough <a href=\"https:\/\/teamheller.com\/what-we-do\/business-process-redesign\">review and strategic analysis of those processes<\/a> can reveal weaknesses. In many cases, these can be resolved by assessing and improving the documentation of those processes and implementing best practices without having to make substantial revisions to the CRM infrastructure.\u00a0In other cases, <a href=\"https:\/\/teamheller.com\/what-we-do\/business-process-redesign\">business process redesign<\/a> and a few tweaks to your existing CRM can make a big difference.<\/p>\n<h2><strong>Avoid becoming \u201ccustomization crazy\u201d<\/strong><\/h2>\n<p>For some organizations, the best path to CRM optimization seems to be customization. However, many customizations are simply unnecessary \u2013 the core architecture and functionality of the platform can actually fulfill most of an organization\u2019s requirements if your users are properly trained on your business processes and how to achieve them in your CRM, and they are given the time to familiarize themselves with the platform\u2019s capabilities and use.<\/p>\n<p>Unnecessary customization can occur when someone unfamiliar with nonprofits and their business goals needs works on constituent relationship management software. Often, they\u2019ll build around a system without actually understanding core best practices as they relate to <a href=\"https:\/\/teamheller.com\/library\/a-look-at-the-evolving-world-of-crm-through-the-lens-of-fundraising-best-practices?utm_medium=email&amp;utm_source=outlook&amp;utm_campaign=2019q3guide&amp;utm_content=staffemail&amp;utm_term=clientimagelink\">nonprofit fundraising<\/a> and operations. As a result, a platform can get overbuilt and become unintentionally inefficient, requiring a lot of \u201cundoing\u201d to strip it back down to core functionality and efficiency.<\/p>\n<h2>Conduct an evaluation of your current state<\/h2>\n<p>As we stated earlier, sometimes the problem is not the CRM, it\u2019s the processes used in conjunction with the platform and the training and experience (or lack thereof) of the people using it. But it\u2019s critical to first make an informed decision regarding optimizing \u2013 or replacing \u2013 your CRM. It\u2019s crucial not to make assumptions, but to work from a position of knowledge and understanding. This requires clearly defining your \u201cpain\u201d points and determining if you can improve your use of your constituent relationship management software to overcome the obstacles or if you need to take action on the platform itself.<\/p>\n<p>There are two ways to conduct this evaluation: internally and externally. There are benefits and drawbacks to both:<\/p>\n<h3>Internal CRM evaluation<\/h3>\n<ul>\n<li>Can be faster and more efficient because individuals involved already know the system<\/li>\n<li>Can be more effective and beneficial because the evaluators are familiar with the organization and its mission, processes, and constituents<\/li>\n<li>Can be less expensive because you\u2019re using in-house resources<\/li>\n<\/ul>\n<p>However, drawbacks can include:<\/p>\n<ul>\n<li>Project derailment resulting from office politics<\/li>\n<li>Delays and distractions cause by overtaxed evaluators who have other jobs and responsibilities<\/li>\n<li>Lack of objectivity because evaluators may have their own agendas<\/li>\n<\/ul>\n<h3>External (third party) evaluation<\/h3>\n<ul>\n<li>Can be more efficient and successful using an established, proven process<\/li>\n<li>Can be more objective because the third party is not a stakeholder<\/li>\n<li>Avoids office politics issues<\/li>\n<li>Third party providers often have experience with similar organizations, providing a broader perspective<\/li>\n<\/ul>\n<p>However, drawbacks can include:<\/p>\n<ul>\n<li>Cost<\/li>\n<li>Additional time needed to fully understand your organization\u2019s structure, processes, and requirements<\/li>\n<li>Issues of trust \u2013 does the third party have your organization\u2019s best interests in mind or are they simply trying to sell a solution?<\/li>\n<\/ul>\n<p>Regardless of whether you choose to conduct your CRM evaluation internally or externally, it\u2019s important to have a plan in place to ensure that it is conducted efficiently and responsibly:<\/p>\n<ul>\n<li><strong>Prioritize.<\/strong> Determine all the various pains and challenges associated with the platform and prioritize them \u2013 what needs to be addressed first as a \u201cmust do\u201d and what can follow as a \u201cwould be nice to do.\u201d<\/li>\n<\/ul>\n<ul>\n<li><strong>Assign roles &amp; responsibilities.<\/strong> Figure out who needs to be involved in the project and the roles they\u2019ll play. Will one individual represent everyone in a particular department? Does the person acting as project manager have the time and focus to keep the project moving forward?<\/li>\n<\/ul>\n<ul>\n<li><strong>Determine metrics.<\/strong> Even a relatively simple streamlining or optimization project can benefit from having a stated goal and success criteria \u2013 a way to measure progress and determine if the project is ultimately successful.<\/li>\n<\/ul>\n<ul>\n<li><strong>Set deadlines.<\/strong> Establish a realistic timeframe for things to happen. If there are no deadlines, it\u2019s easy for the project to drag on and eventually fizzle out.<\/li>\n<\/ul>\n<p>Whatever you choose to do, it\u2019s important to remember that it\u2019s perfectly normal to streamline or optimize a CRM platform. Over time, all organizations and their requirements evolve and change \u2013 your CRM needs to evolve as well.<\/p>\n<p><a href=\"https:\/\/teamheller.com\/library\/new-guide-understanding-crm-for-nonprofits\"><img decoding=\"async\" class=\"size-full wp-image-7365 alignright\" src=\"https:\/\/es7hq8rr83h.exactdn.com\/wp-content\/uploads\/2019\/08\/Understanding-CRM-cover.png?strip=all\" alt=\"Understanding CRM for Nonprofits Download Guide\" width=\"155\" height=\"200\" srcset=\"https:\/\/es7hq8rr83h.exactdn.com\/wp-content\/uploads\/2019\/08\/Understanding-CRM-cover.png?strip=all 155w, https:\/\/es7hq8rr83h.exactdn.com\/wp-content\/uploads\/2019\/08\/Understanding-CRM-cover.png?strip=all&amp;w=62 62w\" sizes=\"(max-width: 155px) 100vw, 155px\" \/><\/a>It\u2019s equally important not to make assumptions about your platform. Assuming that your organization is \u201cstuck with your CRM\u201d may be wrong and based on false assumptions. The <a href=\"https:\/\/teamheller.com\/resources\/blog\/strategic-technology-management-the-continual-reshaping-of-crm\">nonprofit constituent relationship management software ecosystem is also evolving rapidly<\/a>, and your CRM may have new options you weren\u2019t even aware of. This is where comprehensive evaluation and careful consideration come in. Armed with insights gleaned from analysis, you can be confident in making the right decision on the best way forward for your organization.<\/p>\n<p><em>To learn more about the changing landscape of nonprofit CRM, download our FREE <strong>Executive Guide<\/strong>,\u00a0<a href=\"https:\/\/teamheller.com\/library\/new-guide-understanding-crm-for-nonprofits\">Understanding CRM for Nonprofits<\/a> or <a href=\"https:\/\/teamheller.com\/library\/webinar-understanding-crm-for-nonprofits\">check out this <strong>webinar<\/strong> on the same topic<\/a>.\u00a0<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Are you struggling with your nonprofit CRM? Constituent relationship management software (CRM) is a fundamentally important tool for helping nonprofits deliver their services and fulfill their missions. Unfortunately, as time passes and the needs of users and constituencies evolve, CRM platforms can become inefficient and bloated as patches and capabilities are added or revised in [&hellip;]<\/p>\n","protected":false},"author":24,"featured_media":7351,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[16,91],"tags":[],"ppma_author":[480],"class_list":["post-7350","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-crm","category-optimization"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>I Can&#039;t Leave my CRM - Now What? - Heller Consulting<\/title>\n<meta name=\"description\" content=\"Should we continue to struggle with our existing nonprofit Constituent Relationship Management Software (CRM,) or is it time to consider replacing it?\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/teamheller.com\/resources\/blog\/i-cant-leave-my-crm-now-what\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"I Can&#039;t Leave my CRM - Now What?\" \/>\n<meta property=\"og:description\" content=\"Are you struggling with your nonprofit CRM? Constituent relationship management software (CRM) is a fundamentally important tool for helping nonprofits\" \/>\n<meta property=\"og:url\" content=\"https:\/\/teamheller.com\/resources\/blog\/i-cant-leave-my-crm-now-what\" \/>\n<meta property=\"og:site_name\" content=\"Heller Consulting\" \/>\n<meta property=\"article:published_time\" content=\"2019-08-07T11:03:49+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2019-09-18T19:34:03+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/teamheller.com\/wp-content\/uploads\/2019\/08\/CRM-blog.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1070\" \/>\n\t<meta property=\"og:image:height\" content=\"1071\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Cathy Moore\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Catherine Moore, MBA, CCMP\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/teamheller.com\\\/resources\\\/blog\\\/i-cant-leave-my-crm-now-what#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/teamheller.com\\\/resources\\\/blog\\\/i-cant-leave-my-crm-now-what\"},\"author\":{\"name\":\"Catherine Moore, MBA, CCMP\",\"@id\":\"https:\\\/\\\/teamheller.com\\\/#\\\/schema\\\/person\\\/8c40f9dbc57e0992548d6007a0ec210a\"},\"headline\":\"I Can&#8217;t Leave my CRM &#8211; Now What?\",\"datePublished\":\"2019-08-07T11:03:49+00:00\",\"dateModified\":\"2019-09-18T19:34:03+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/teamheller.com\\\/resources\\\/blog\\\/i-cant-leave-my-crm-now-what\"},\"wordCount\":1105,\"publisher\":{\"@id\":\"https:\\\/\\\/teamheller.com\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/teamheller.com\\\/resources\\\/blog\\\/i-cant-leave-my-crm-now-what#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/es7hq8rr83h.exactdn.com\\\/wp-content\\\/uploads\\\/2019\\\/08\\\/CRM-blog.jpg?strip=all\",\"articleSection\":[\"CRM\",\"Optimization\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/teamheller.com\\\/resources\\\/blog\\\/i-cant-leave-my-crm-now-what\",\"url\":\"https:\\\/\\\/teamheller.com\\\/resources\\\/blog\\\/i-cant-leave-my-crm-now-what\",\"name\":\"I Can't Leave my CRM - Now What? 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