Constituent Relationship Management (CRM) Guideline … · Constituent Relationship Management...
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Constituent Relationship Management (CRM) Guideline Powered by DonorCommunity TM
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Constituent Relationship Management (CRM)
Guideline Managing Your Data
Constituent Relationship Management (CRM) Guideline Powered by DonorCommunity TM
DonorCommunity
eLearning Series
v2.0, October 2012
Contents
= Go to Topic Topics Covered
1. CRM Overview
2. CRM Setup – CRM Parameters
3. Managing Your CRM – Users (Staff)
– Constituents
– Contributions (Gift Tracking)
– Tasks and Documents
– Reports
4. Uploading Existing/External Data – Mapping Constituent Data
– Mapping Contribution Data
– Additional Detailed Import Guideline
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Access your CRM
Sign-In to your Website as CRM Admin to access your CRM. Locate
the Sign In link in your portal and use credentials provided to you
during setup.
CRM Overview
Click Sign In to login. If password not handy, click on Forgot
Password and check your email. Back to Contents
You must be a CRM user/staff to
access your CRM
You must have CRM Admin profile to
access your CRM Params and to
create/update CRM users!
Initial credentials provided at portal
Setup, you can add users as you wish
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How to Access Your CRM
If this is your first time to SignIn, accept Terms of Use to continue.
CRM Overview
Scroll down the page and click the I Agree button to login.
Back to Contents
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When successful SignIn, the following message will be displayed.
How to Access Your CRM
CRM Overview
You should also see an admin menu bar at the top of the page.
The name displayed here is dependent on the login credentials you used.
Back to Contents
The name displayed
here is dependent on the
login credentials you used. When you are done,
click on Sign Out to
close your session.
Admin CRM menu
Admin Portal "Add" menu
Admin Portal "Manage" menu
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CRM Overview
Click on CRM
Back to Contents
Once you have successfully
Signed In, click on CRM
You must be a CRM user/staff
member to access your CRM
You must have CRM ADMIN
profile to setup your CRM
Parameters and to create/update
CRM users!
Your website will have its specific horizontal menu, can be similar to the one displayed here.
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CRM Overview
Welcome to Your CRM
Back to Contents
Your website will have its specific horizontal menu, can be similar to the one displayed here.
Click on Parameters to setup your specific
business values – CRM Admin Only
Click on Users/Staff o create/edit your portal and
CRM users – CRM Admin Only
Click on Constituents to manage their information
(name, emails, preferences, roles, relationships,
additional information, notes)
Click on Contributions to manage your fundaising
results (gift tracking)
Click on PendingTasks to add/update staff tasks
related to your Constituents and their
Contributions
Click on Document Mgmt to consolidate
development related documents
Track results using your CRM Reports
Click on Upload to import external
constituent/contributions data - CRM Admin Only
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CRM Setup
Setting up your CRM Parameters
Back to Contents
Parameters.
Parameters are values allowed by your CRM
They can be modified/updated at any time by
your CRM admin user.
Some parameters are used by other modules
like Online Donations, Event Mgmt and
Viral/Personal Fundraisers
CRM Setup:
Enter your business values to personalize your CRM parameters to your specific needs
Match your parameters to your existing data, so review your data as a guide. For example, if you have different
types of gifts (donations, major gifts, raffle tickets, etc) you can include these values in your parameters
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CRM Setup
Staff (Users) Parameters
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CRM - Staff (Users)
Staff Members or Users represent
employees, volunteers or any user
authorized to access your portal
and your DCplatform: CRM,
Online Donations, Event
Management, Viral Fundraisers,
Online Marketing, etc.
Personalize their Job Titles and
Location parameters
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CRM Setup
Constituent Parameters
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CRM - Constituents
Consituents can be people (Individuals) or
Entities (Groups) that support your npo.
A Group Constituent can be any type of entity like
a Business, a Company, a Foundation, a
Household, or any value specified in the Types of
Groups parameter of your CRM)
Personalize CRM parameters to manage your
constituents, including:
• Preferences include Payment & Recognition,
also used by the Contributions module, and
any other preferences relevant to you NPO
• Roles such as Donors, Board Members,
Volunteers, etc
• Relationships such as the Spouse of another
constituent, Referred by, Friends With, etc
• Additional Information or Demographics
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CRM Setup
Contributions Parameters
CRM - Contributions
Used to capture information your
soliciting and cultivation results
Personalize your contributions including • Types of Gifts
• Gift Designation
(Program/Appeals/Funds)
• Payment and Recognitions Preferences
(shared with Constituents Module)
Back to Contents
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CRM Setup
Pending Tasks Parameters
CRM – Pending Tasks
Used to include and track Staff Tasks
related to development activities
Personalize the Types of Tasks you
wish to track
Back to Contents
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CRM Setup
Types of Document Parameters
CRM – Document Mgmt
Used to consolidate documents related
to your development activities (scan,
store, reference)
Personalize your Types of Documents
you wish to store online
Back to Contents
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CRM Setup
Managing CRM Parameters
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CRM – Parameters
Parameter values are easy to set
Only CRM Staff /Users with
Admin profile can create/update
Parameter values
They appear in the order entered
Modify at any time to add new
values and/or modify existing
ones
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CRM Setup
Managing CRM Parameters
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Click to add a new Parameter value
Click to view/modify
an existing Parameter
Click to add a new Parameter value
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CRM Setup
Managing CRM Parameters
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Click to add a new Parameter value
Click Update to modify an existing parameter.
This is the view mode
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CRM Setup
Managing CRM Parameters
Back to Contents
Edit existing values or
enter new information
Click to
discard
changes
Click to
Save
Change Active to No to
remove its visibility in
dropdown lists during setup
ALERT:
Update/modify parameter values with
caution: if data already available in your
modules, it will modify existing data
using this value!
This is the edit mode
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CRM Setup
Managing CRM Parameters
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CRM Parameters
Follow the previous steps to add or
edit other custom Parameters
relevant to your organization
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Managing Your CRM
Managing Users (Staff Members/Volunteers)
Back to Contents
Staff /Users Users are those that have rights to use your CRM and all modules
of your DC platform, including Online Donations, Event
Management, Viral/Personal Fundraisers, Online Marketing, etc.
Your Staff/Users will be able to view/include/update constituents and
contributions, schedule tasks and manage documents, depending on
their Profile.
Users can be employees or volunteers.
You can have unlimitted users.
Click to View an existing
staff/user
Click to Create a new User
You must have CRM ADMIN
profile to create/update CRM
staff (users)
Users with Individual profile can
view themselves, and any staff
reporting to them, and their
related constituent information
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Managing Your CRM
View User Details
Back to Contents
Include new users by
clicking the Create
New button
General Staff Information
•Name
•Profile
•Title
•Reports to
•Location
•Email (use this to SignIn)
Phone & Address
• Multiple phones &
addresses, one primary
• Add as many as needed
Development Goals
•Specify solicitation goals
•Specify cultivation goals`
Click the Update button
to edit/modify
This is the view mode
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Managing Your CRM
Edit User Details
Back to Contents
Click Save to record your
changes. Click Cancel
to discard any changes.
This is the edit mode
Email is required and must be unique.
Users signin using their email address.
When a Staff (User) is created, a
password will be emailed to this address.
Click Add to add
one or more
Phone, Address or
Goals records.
Click Remove to
delete the item.
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Managing Your CRM
Creating New Staff (User)
Back to Contents
Profile – Used to Specify Role
Admin – Create/Edit Users,
Create/Edit Parameters and
upload data into your CRM
Group – Can view/manage
all information in the CRM,
except Users and
Parameters
Individual – Manages own
information and assigned
Constituents and their
Contributions, Tasks,
Documents
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Managing Your CRM
Adding New User
Back to Contents
Click Save to save the
Staff (User) record.
Click Cancel to discard
your changes.
Multiple Addresses are supported
To turn off a User's access,
simply change the Active
value to No.
Click Add to include
more entries
Click Remove to delete
the item.
New User Notification &
Login Process
Click here to follow
the sequence:
Goals is an optional area to specify Soliciting goals (Dollars
raised, fund goals, etc.) or Cultivation goals (# calls, #new
supporters, etc.)
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1. You must be logged in with CRM admin rights to edit/create Users (e.g. admincrm)
2. To view an existing record, click on the name in the list of Users
3. To edit an existing record, click on the name in the list of Users, then click
4. To create a new User, click
5. Email address is the User identifier and it must be unique in your CRM
6. After a new User is created, an email is sent to the email address with a password
7. The Profile value determines the User's basic role. Multiple Admins, Group and
Individual type users are supported (recommended 1 or 2 admin).
Managing Your CRM
Managing Users - Summary
Back to Contents
• Sample NPO structure and Profile
• CEO - Admin or Group profile
• Development Director - Group or
Individual profile
• Development Assistants -
Individual profile (reports to
Development Director)
Profile – Used to Specify Role
Admin – Create/Edit Users, Create/Edit Parameters
Group – Can manage all information, except Users and Parameters
Individual – Manages own information, including assigned
Constituents or Users
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Managing Your CRM
View Constituents
Back to Contents
Click to add a new Constituent
• Users with individual profile can
view/creat/update their own
constituents
• Admin/group can
view/create/update constituents
and assign to any staff
Click on the row to view
detailed information
Click to easily find Constituents by
name and other values
At a glance, view
how much they
have contributed to
your organization
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Managing Your CRM
View Constituent Details
Back to Contents
Click to add a new Constituent
Click to modify an existing Constituent
This is the view mode
Constituent Information • Type (individual/group), Name, Email*
• Phone(s), address(es)
• Preferences, Roles, Relationships
• Additional Information (demographics)
• Notes
• Change control _____________ * Minimal data required, everything else is optional,
can be added as part of your cultivation efforts
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Managing Your CRM
Add/Edit a Constituent
Back to Contents
Multiple emails, phones,
addresses, roles,
relationships, etc
This is the update mode
Used by Online Marketing
Should be Yes for valid emails
Turned off when constituent
unsubscribes from mailing list
Can be manually modified, set no No
when using pseudo emails
If constituent passed away,
exclude from online mailings
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Managing Your CRM
Add/Edit a Constituent (continued)
Back to Contents
• Minimum data needed is
type, name and email
• Flexbility is part of ease of
use:
-Start with minimum data
- Include more as
relationship is cultivated
Preferences • Payment, Recognition and
Registration are required, used
for Contributions and Join
Mailing List modules
• Add additional preferences
specific to your NPO
Roles • Donor Role is required and
used by Online Donations,
Event Management and
Viral/Personal Fundraisers
• Add additional roles and
values specific to your NPO
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Managing Your CRM
Add/Edit a Constituent (continued)
Back to Contents
Relationships • Include your own
• Used to associate constituents with
each other
Additional Information
(demographics) •Include your own values
NOTES - Unlimited
Click Save to save the
Staff (User) record.
Click Cancel to discard
your changes.
• Minimum data needed is
type, name and email
• Flexbility is part of ease of
use:
-Start with minimum data
- Include more as
relationship is cultivated
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Managing Your CRM
Find a Constituent
Back to Contents
To search for an
existing Constituent,
click Search to open a
search criteria page
• Important Note:
When entering Contributions manually, you should
always search for the Constituent and update existing
information or create a new Constituent record prior to
entering contribution data.
You will frequently use the search feature as a part of
managing Constituents and entering Contributions.
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Managing Your CRM
Find a Constituent – Entering Search Criteria
Back to Contents
Begin your search by
selecting the type of
Constituent.
• Part 1 of the Search page
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Managing Your CRM
Find a Constituent – Entering Search Criteria (continued)
Back to Contents
Click the Add link to enter additional
criteria
Additional criteria of the same type
are interpreted as a search for
records with either one of the entered
criteria (example: Date of Birth =
01/20/1980 OR Date of Birth =
01/21/1980)
• Part 2 of the Search page
Click Search to locate Constituent
records that match your criteria.
Matches will be displayed in a new results
page
Remember to clear any dropdown
selections or values to remove them
from your search criteria, if not
needed!
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Managing Your CRM
Find a Constituent – Search Results
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• Successful results – One or more Constituent records were found matching search criteria
• No Records Found results – No Constituent records were found matching search criteria
Click to View an existing
Constituent
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1. You must be a CRM User/Staff to access your Constituents
2. To view an existing record, click on the name in the list of Constituents
3. You can modify constituent information at any time
4. You can add new constituents at any time
5. Email address is required and must be unique in your CRM
6. Use the Search feature to locate existing Constituents or to validate that a new
record should be created.
Managing Your CRM
Managing Constituents - Summary
Back to Contents
Minimum Information Required for Constituents
Type (Individual or Group)
First Name and Last Name (if Individual)
Company Name (if Group)
Email Address (must be unique and can be used by Constituents to SignIn
once they register into the system by including an Online Donation, a
registration to an event or simply entering their email to Join A Mailing list)
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Managing Your CRM
View Contributions
Back to Contents
Soliciting: fund raising/donations/gifts
Cutivation: becoming a board member,
joining a committee, referrals, etc
Click to enter a new Contribution
Click to view details of
a specific contribution
Click to easily find contributions
by Constituent and other values
Capture Contributions right into your CRM
• Manual data entry
• Automatically via Online Donations,
Event Registration and Viral/Personal
Fundraiser Donations
• Upload from Online Auctions
• Upload from external sources
Contributions are associated to a
Constituent (Donor)
When entering Contributions, it is
recommended you first go to the
Constituents Section to confirm if
your constituent exists and if
necessary update their information
to ensure good quality data at all
times
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Managing Your CRM
View Contribution Details
Constituent, Contribution
Name, Payment Option,
Type of Gift and Gift
Designation Amount are
the only fields required
Type of Payment defaults to
One-time, can help track
recurring or pledge
(installments) payments
Contribution Information Contributions belong to a Constituent
Can also be associated to an event or a
fundraiser in the specific modules
Click to enter a new Contribution
Gift Designations (required):
• Gifts associated to at least
one Program (one program
can be “unrestricted”)
• Can also split amounts
accross multiple
programs/appeals
Total Gift Calculated automatically
based on Amount(s) entered
under Gift Designation
Back to Contents
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Managing Your CRM
Create/Edit Contributions
Constituent, Contribution
Name, Payment Option,
Type of Gift and Gift
Designation Amount are
the only fields required
Gift Designations (required):
At least one Program is
required to enter gift amount
Can split amounts accross
multiple programs/appeals
Total Gift Calculated automatically based on
Amount(s) entered under Gift
Designation
This area cannot be modified
Type of Gift can be changed
in your Parameters Contribution Name is mandatory: use something
meaning to easily identify your contributions
Contribution Information Select a Constituent
If applicable select event or a
fundraiser
Back to Contents
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Managing Your CRM
View Pending Tasks
Setup/Track Reminders, plan and
track specific activities (due date): •Call Constituent
•Followup via email
•Update Proposal
•Confirm Payment
•Confirm Enrollment
•Validate Recognition
•Other
Tasks can be integrated
into Microsoft Outlook
(via export)
Click delete tasks
Click to add a new Task
Click to view task details
Back to Contents
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Managing Your CRM
Add/Edit Tasks Tasks are always
associated to a Staff/User
Tasks can also be related
to a Constituents or a
Contribution
Types of Tasks can be
setup in your Parameters
This is Create/ Edit Mode
Back to Contents
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Managing Your CRM
Add/Edit Tasks
Click Save to create or update the Task
•Recurring Tasks are supported
•Reminders can be specified
This is Create/ Edit Mode
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Managing Your CRM
Managing Document Templates
Templates:
•Only Users with Admin Profile can add templates
•Templates are available to everyone to view and download
Documents:
•All users can upload documents related to their constituents
Click to view/add Templates
Back to Contents
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Managing Your CRM
Managing Document Templates
Matching Gift Instructions
Types of Documents
are specified in your Parameters
Thank You for Your Donation
Standard Templates: • Standard documents are readily available
for everyone at NPO
• Drive standarization, simplify processes
• Only admin user can upload templates
Back to Contents
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Managing Your CRM
Managing Document Templates
This is View Only mode
Click Update to edit/modify
Click to create a new Template
Standard documents readily available for
everyone:
• Download to personalize/update with
standard tools (word, ppt, excel, etc)
• Upload to store online and share!
Only admin Users can create/modify Templates
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Managing Your CRM
Managing Assigned Documents
Click to view/add Assigned Documents
Assigned Documents
These types of documents are often
documents related to a specific Constituent
that has been assigned to a specific User
(Staff Member/Volunteer).
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Managing Your CRM
Managing Assigned Documents
How to Assign a Document
1. Complete the required information
– note the asterisks (*)
2. Select a file to upload
3. Click Save to save your document
in your Assigned Document list
Assigned Documents
These types of documents are often
documents related to a specific Constituent
that has been assigned to a specific User
(Staff Member/Volunteer).
Back to Contents
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Managing Your CRM
Reports – List of Reports
The menus and dropdown list items are representative only and may not match your site.
Multiple Reports
This are is where you access reports
related to:
Constituents
Contributions
Events and
Personal Fundraisers
This is also where you can export
Constituents via the Constituents
Export Report (Upload Format)
Back to Contents
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Managing Your CRM
Report View
The menus and dropdown list items are representative only and may not match your site.
Display settings
• Check the columns you
want to view on the report
• Click Submit to change
the report
Settings
• Specify the Title for the
report
Filter settings
• Click to display
only those records that
meet your specific criteria
• Click Search to change
the report
Report Results
• Specify the Title for the
report
Sample Report
Back to Contents
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Managing Your CRM
Report View
The menus and dropdown list items are representative only and may not match your site.
Check the desired
columns and click
Submit to view them in
the report
Click on a column
header to change sort
order
Back to Contents
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Uploading Existing/External Data
3. Click Execute Upload to perform the
import process into your CRM.
4. Select the type of import log file you
wish to view then click on the Download
link to View results (check logs)
During setup only,
data that you import can
be removed or cleansed.
You upload your
files here...
After uploading, you
perform the actual
import by clicking on
the Execute Upload
button and then view
your result logs here...
STEPS:
2. Click Choose File to select the import file
located on your computer and click Upload
to upload the file.
1. Specify the type of import file to upload,
either Contributions or Constituents.
Uploading Data - Steps
Back to Contents
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* Optional Fields
Required field
Specify constituent email
---------------
If not available create a unique
pseudo email for later update.
Example:
where x is a number. The pseudo
email must not already exist in the
database if you are intending to add
a new Constituent record.
Staff email must
exist in your CRM
before import. It is
optional
If Type=Individual this
field must be blank. If
Type=Group then the
Group Name value is
required and the value
used here must already
be defined in your
Parameters.
Required field
The only allowed
values are Group
or Individual.
Names of Columns as shown here are mandatory (though not case-sensitive), and cannot be changed or the import will fail.
First and Last are mandatory for
Individuals, optional for Group
Company Name is
mandatory for Group
constituents, optional
for Individuals
The value here is used by the Online Marketing
module. The default value is Yes.
You should set to No for constituents with pseudo
emails. You exclude constituents from email
campaigns by specifying a value of N or No. This
value is easily changed in DonorCommunity.
First and Last are mandatory for
Individuals, optional for Group.
For Group constituents First and
Last can be considered primary
contacts.
Prefix, Middle Name and
Suffix are optional.
Uploading Existing/External Data
Mapping Constituent Data
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Phones are optional. To
load, Phone Type and
Number are mandatory.
Type must match CRM
values. If same type loaded
several times, it will be
updated every time
Addresses are optional. To load, the following are mandatory:
Address Type, Country, State, City, Street Addres, Zip Code.
Address Type values in your import file must also match existing parameters
in your CRM.
If same Address Ttype loaded several times, it will be updated every time.
Loading Additional
Information fields is
optional. To load must
include Additional
Information and
Additional Information
Value
Names of Columns as shown here are mandatory (though not case-sensitive), and cannot be changed or the import will fail.
Uploading Existing/External Data
Mapping Constituent Data
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Roles are optional. To load,
Role Type and Role Value
are mandatory. Values must
also match existing
parameters in your CRM.
Relationships are optional. To
load, Relationship Type and
Other Constituent are
mandatory.
Names of Columns as shown here are mandatory (though not case-sensitive), and cannot be changed or the import will fail.
Uploading Existing/External Data
Mapping Constituent Data
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Payment Preference and
Recognition Preference are
optional
.
Contributions require constituent minimum data plus: Contribution
Name, Type of Gift, Acceptance Date, Payment Options and schedule,
Designation & Amounts.
Names of Columns as shown here are mandatory (though not case-sensitive), and cannot be changed or the import will fail.
Uploading Existing/External Data
Mapping Contribution Data
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DC CRM Upload Guideline
Uploading Data – Additional Guideline
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New Staff Email Notification – New Account
New Staff Notification Process
Sample notification email
with temporary password.
Passwords are case-
sensitive.
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New Staff login to access CRM
1. Locate the Sign In menu item. It is typically under the Contact Us
main menu.
New Staff Notification Process
Example page menu, typically on the left side of the page:
Example menu:
OR
Alternatively, click on the Contact Us menu item and select Sign
In from the page navigation menu.
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New Staff login
New Staff Notification Process
Enter the primary email
account for the user and
then enter the temporary
password that was emailed
to the user.
Passwords are case-sensitive.
Click Sign In
Click the Forgot Password
link to reset a user's
password.
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New Staff – Forgot Password
New Staff Notification Process
A user's password will be updated with
a new temporary password and
emailed to the User's email address, if
the Forgot Password form is used.
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New Staff – Accept Terms of Use
New Staff Notification Process
When a new User logs in for the first
time, they must choose to accept the
Terms of Use.
This is a one-time election.
Click to proceed with login.
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New Staff – Successful Login
New Staff Notification Process
The new User is now logged in as
indicated.
The new User should now change their
temporary password.
Click Members Area, then click on
Reset My Password. Back to User Setup
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New Staff – Password Reset
New Staff Notification Process
Enter a new password, then re-enter
the password to confirm
Click Save to update the password.
An email notification will be sent to the
User's primary email address.
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New Staff – Change Password Notification
New Staff Notification Process
This is an example of the email
notification sent to the User when a
User's password is changed.
An email notification will be sent to the
User's primary email address.
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