Cultivating Donor and Client Relationships

1. Cultivating Donor and Client Relationships With Microsoft Dynamics CRM

2. Using GoToWebinar If you lose your internet connection, reconnect using the link emailed to you. If you need help or have questions, please type into the questions/chat box. You can adjust your audio settings using the audio pane. All attendees will be muted automatically.

3. This seminar will be available on the TechSoup website along with past webinar presentations: www.techsoup.org/go/webinars You will receive a link to this presentation, material and links. Twitter hashtag: #techsoup You are being recorded�

4. Cultivating Donor and Client Relationships With Microsoft Dynamics CRM

5. Presenters

6. Shawn Michael: Functionality, Integration, Where to find help Sri Remala: Washington STEM�s Implementation of Dynamics CRM Questions from the audience Agenda

7. Poll Questions

8. Microsoft Dynamics CRMMoving Forward Shawn Michael

9. Getting and Using CRM There are three ways to get and use CRM 2011. The first, and probably most interesting to this crowd, is CRM Online. With CRM Online, you pay a monthly fee per user, and Microsoft hosts CRM in our datacenter. You access it via the web, our awesome Outlook client, or your mobile phone. We take care of all the patching, server maintenance, power and cooling, etc. There are a few cases where CRM Online doesn�t meet everyone�s needs � rare, but it can happen. For specialized situations, we recommend going with a partner-hosted model. This is a lot like CRM Online but CRM runs in a third-party datacenter rather than Microsoft�s. Some partners allow certain customizations that are blocked in CRM Online, or they may provide individual assistance with customization. Finally, if for some reason you must have CRM in-house, maybe due to privacy or security restrictions such as HIPAA, you can run and maintain your own CRM server in your datacenter. While it�s pretty easy to maintain compared to other CRM systems, hosting it yourself can be tricky and that�s why we recommend Online or Partner Hosted if you can.There are three ways to get and use CRM 2011. The first, and probably most interesting to this crowd, is CRM Online. With CRM Online, you pay a monthly fee per user, and Microsoft hosts CRM in our datacenter. You access it via the web, our awesome Outlook client, or your mobile phone. We take care of all the patching, server maintenance, power and cooling, etc. There are a few cases where CRM Online doesn�t meet everyone�s needs � rare, but it can happen. For specialized situations, we recommend going with a partner-hosted model. This is a lot like CRM Online but CRM runs in a third-party datacenter rather than Microsoft�s. Some partners allow certain customizations that are blocked in CRM Online, or they may provide individual assistance with customization. Finally, if for some reason you must have CRM in-house, maybe due to privacy or security restrictions such as HIPAA, you can run and maintain your own CRM server in your datacenter. While it�s pretty easy to maintain compared to other CRM systems, hosting it yourself can be tricky and that�s why we recommend Online or Partner Hosted if you can.

10. Dynamics in the Nonprofit Sector Nonprofit Solution Relationship Management Donor Management Grant Management Campaign & Events Management Volunteer Management And more� NPower Northwest offers planning and implementation support

11. Dynamics CRM 2011 � Nonprofit Solution

12. Relationship Management

13. Donations & Pledges

14. Grants Management

15. Campaign & Events Management

16. Volunteer Management

17. Integration

18. Other Cool Features Some other cool features of CRM 2011: Real Time Dashboards Inline Visualizations Brand new Outlook Client Ribbons and improved navigation Personalization Record pinning Help Visors Revenue Goals Collaboration using SharePoint Dialogs for Call Scripting Microsoft Update Solutions Infrastructure Azure and .Net connectivity Dynamics Marketplace 40 markets and 41 languages

19. Resources Licensing � On-premise Dynamics CRM is available through the Microsoft nonprofit software donations program via TechSoup (www.techsoup.org) - Hosted Dynamics CRM is currently available at $9.99/user/month for eligible nonprofit organizations � crm.dynamics.com/ngo Installation, Configuration & Support � NPower Northwest (www.npowernw.org) Your local Microsoft Partner (http://dynamics-crm.pinpoint.microsoft.com/en-us/companies/search?q=) Additional app�s � www.codeplex.com and http://pinpoint.microsoft.com User Community � https://community.dynamics.com/product/crm/default.aspx

20. WelcomeWelcome

21. Slide 6: Washington STEM is a nonprofit venture philanthropy for STEM education in Washington state. We partner with educators, businesses, and community leaders. Together, we ignite breakthrough ideas and powerful partnerships to advance innovation, equity, and excellence in STEM education for all students, starting with those most underserved and underrepresented in STEM.Slide 6: Washington STEM is a nonprofit venture philanthropy for STEM education in Washington state. We partner with educators, businesses, and community leaders. Together, we ignite breakthrough ideas and powerful partnerships to advance innovation, equity, and excellence in STEM education for all students, starting with those most underserved and underrepresented in STEM.

22. INVESTMENTS & REACH TO DATE $2.6 Million Investments 300 Teachers 11,000 Students Across Washington Graphic: need to update with new EA figures We launched in March 2011 after a 2 year consultative planning and design period with nearly $20 million in commitments from leading funders in our state including Microsoft, Boeing, and the Bill & Melinda Gates Foundation. So far, our combined investments of $2.6 million are already reaching more than 300 teachers and 11,000 students across the state. Graphic: need to update with new EA figures We launched in March 2011 after a 2 year consultative planning and design period with nearly $20 million in commitments from leading funders in our state including Microsoft, Boeing, and the Bill & Melinda Gates Foundation. So far, our combined investments of $2.6 million are already reaching more than 300 teachers and 11,000 students across the state.

23. FOUR STRATEGIES Graphic: I�d like the outer ring simplified to just one word. If that is the �what� of Washington STEM, the �how� is four interlocking strategies that work together to accelerate change and generate results in our four focus area> INVEST: Through a diverse portfolio of investments at varying scales, we create an innovation pipeline of breakthrough ideas and promising practices in STEM teaching and learning across the education system. GENERATE: From our investments, we generate new knowledge and proof points of what works. Our goal is to be a go-to resource and clearinghouse for STEM education in our state. ENGAGE: From the grassroots to the grasstops, we build awareness and grow demand for innovation, equity, and excellence in STEM education. Working with our partners, we engage students, parents, educators, community leaders, STEM professionals, and business and industry leaders to be STEM champions. ADVOCATE: We accelerate policy change with proof points from aligned investments, community-driven insights, and a diversified corps of advocates. From the reallocation of existing resources to the adoption of new policies, we work to scale and sustain effective programs and practices in STEM teaching and learning. Graphic: I�d like the outer ring simplified to just one word. If that is the �what� of Washington STEM, the �how� is four interlocking strategies that work together to accelerate change and generate results in our four focus area> INVEST: Through a diverse portfolio of investments at varying scales, we create an innovation pipeline of breakthrough ideas and promising practices in STEM teaching and learning across the education system. GENERATE: From our investments, we generate new knowledge and proof points of what works. Our goal is to be a go-to resource and clearinghouse for STEM education in our state. ENGAGE: From the grassroots to the grasstops, we build awareness and grow demand for innovation, equity, and excellence in STEM education. Working with our partners, we engage students, parents, educators, community leaders, STEM professionals, and business and industry leaders to be STEM champions. ADVOCATE: We accelerate policy change with proof points from aligned investments, community-driven insights, and a diversified corps of advocates. From the reallocation of existing resources to the adoption of new policies, we work to scale and sustain effective programs and practices in STEM teaching and learning.

24. Objective: Effective and Efficient Customer Relationship Management A one stop tool for all the organization�s contacts and relationships. Need to be able to easily manage and track organization contact such as donors, business partnerships, funded partners, education advocates and community partners Need to be able to create easy report on contacts; such as donor /prospect management reports Need to be able to easy search and add contacts Easy access to a 360 degree view of all contacts that are a part of the Washington stem community

25. Getting Started in CRM Reviewed various CRM systems to see what would fit out need Reviewed on premise vs. hosted solutions Scoped out initial effort to focus on Contact Management and Fundraising Management Implemented Non profit Solution Imported over 3,000 contacts from various spreadsheets Customized constituent and Household/Org form to fit our needs.

26. Relationship to Washington STEM

27. Opportunities � Moving Donors Opportunities are the way that donors will be tracked in their progress (similar to the sales cycle) These stages help track how prospects are moving through the process and also allow the staff to concentrate on certain stages, particularly at year-end. ). These stages help track how prospects are moving through the process and also allow the staff to concentrate on certain stages, particularly at year-end. Cultivation (this is the first step in the cultivation process, which could be an invitation to an event, a meeting with a stakeholder, a letter from Washington STEM, etc. There may be many activities related to cultivation, before the person is ready to be solicited, including strategies for higher-end donors) Pre-Solicitation (this would include activities prior to the ask � it could be calling for a meeting, setting a final strategy, getting appropriate partners together) Solicitation (this is the ask for money, or perhaps for advocacy) Post-Solicitation (in this phase follow-up is provided, and the decision time for the person or organization) Gift Made and Gift Declined (once a decision has been made, yes or no, this is tracked. The process may begin again at a more propitious time for the person or organization). At this point the donor needs to be moved into the stewardship cycle. Stewardship (thank yous and reports of outcomes on an annual or other basis need to be tracked) ). These stages help track how prospects are moving through the process and also allow the staff to concentrate on certain stages, particularly at year-end. Cultivation (this is the first step in the cultivation process, which could be an invitation to an event, a meeting with a stakeholder, a letter from Washington STEM, etc. There may be many activities related to cultivation, before the person is ready to be solicited, including strategies for higher-end donors) Pre-Solicitation (this would include activities prior to the ask � it could be calling for a meeting, setting a final strategy, getting appropriate partners together) Solicitation (this is the ask for money, or perhaps for advocacy) Post-Solicitation (in this phase follow-up is provided, and the decision time for the person or organization) Gift Made and Gift Declined (once a decision has been made, yes or no, this is tracked. The process may begin again at a more propitious time for the person or organization). At this point the donor needs to be moved into the stewardship cycle. Stewardship (thank yous and reports of outcomes on an annual or other basis need to be tracked)

28. Opportunities � Moving Investments Opportunities can be used to track those people and organizations who are funded through Washington STEM. Inquiry (this is the first step in the granting process� if Washington STEM wishes to include all those interested, this would be the first step in the process; otherwise, application would be the first step) Application (Once a person or organization has applied, the full information would be entered) Review (it may be helpful to include notes that arose from the review process, should there be questions in the future, or should Washington STEM wish to revisit an application) Grant Made and Grant Declined (once a decision has been made, yes or no, this is tracked. Stewardship (this would include tracking to the convening meetings, and tracking any reports which need to be presented as terms of the grant) Inquiry (this is the first step in the granting process� if Washington STEM wishes to include all those interested, this would be the first step in the process; otherwise, application would be the first step) Application (Once a person or organization has applied, the full information would be entered) Review (it may be helpful to include notes that arose from the review process, should there be questions in the future, or should Washington STEM wish to revisit an application) Grant Made and Grant Declined (once a decision has been made, yes or no, this is tracked. Stewardship (this would include tracking to the convening meetings, and tracking any reports which need to be presented as terms of the grant)

29. Reporting Dashboards Developed requirements and design for �at a glance� reporting dashboards

30. Tracking Activities Tracking communications to constituents/ orgs Tracking communications against Campaigns

31. Name Srilakshmi Remala Sri@washingtonstem.org www.washingtonstem.org Join Washington STEM on Facebook, read about the work on our blog, and follow us on Twitter @washingtonstem We look forward to continuing to support your leadership and learning together. We will use our investments to accelerate state-led efforts, like we�ve done with ESD 112 and the implementation of Common Core standards, as well as to create the proof points and scalable tools to extend what works. The time is now to bring the innovation that our state and nation are renowned for to bear for the benefit of our kids. We are so poised to do this work together. Thank you. [If this feels appropriate: For regular STEM updates, please join us on Facebook. You can also sign up for our enewsletter and read our blog, where grantees are chronicling their experiences.] We look forward to continuing to support your leadership and learning together. We will use our investments to accelerate state-led efforts, like we�ve done with ESD 112 and the implementation of Common Core standards, as well as to create the proof points and scalable tools to extend what works. The time is now to bring the innovation that our state and nation are renowned for to bear for the benefit of our kids. We are so poised to do this work together. Thank you. [If this feels appropriate: For regular STEM updates, please join us on Facebook. You can also sign up for our enewsletter and read our blog, where grantees are chronicling their experiences.]

32. Questions

33. Who is TechSoup? About TechSoup - 3 min.About TechSoup - 3 min.

34. TechSoup is part of TechSoup Global, is working towards the day when every nonprofit, library, and social benefit organization on the planet has the technology, knowledge, and resources they need to operate at their full potential. Who is TechSoup?