Crm Webinar
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Webinar on open source CRM options.
Transcript of Crm Webinar
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- Open Source CRM
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- Michelle Murrain, Nonprofit Open Source Initiative
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- March 27, 2008
2. What Ill cover today
- What is a CRM?
- Kinds of CRM
- Why Open Source CRM?
- Examples of Open Source CRMs
- How to choose a CRM
3. So what is a CRM, anyway?
- CRM stands for Constituent Relationship Management
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- aka Community Relationship Management
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- aka Contact Relationship Management
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- aka Customer Relationship Management (its for-profit progenitor)
- There are many kinds, and they have different feature sets
4. Whats in a CRM?
- Basic Data
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- Basic contact info
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- Track activities (calls, events)
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- Track donations
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- Tracking Volunteers
- Actions
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- Email blasts
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- Automated donations
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- Event management and registration
5. Kinds of CRM
- Desktop & Client/Server CRM
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- Download and install on network and/or desktops
- Web Server-based CRM
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- Download and install on your intranet web server, or on your public-facing web server
- Software as a Service
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- No download or installation all hosted on companies site
6. Categories of CRM by license
- Proprietary
- Open Source In Spirit (built on proprietary platforms)
- Open Source CRM built on proprietary OS/Database
- Open Source CRMs built to run entirely on Open Source platforms
- Software as a Service (not obtaining software, obtaining services)
7. Examples of CRM: Proprietary
- Blackbaud Raisers edge
- Donor Perfect
- Fundware
- Sage
- ...
- ...
8. Examples: SaaS
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- Democracy In Action
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- Convio
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- Kintera
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- Salesforce
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- eTapestry
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- Both Salesforce and eTapestry are free (as in beer) for some users:
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- Salesforce 10 free licenses
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- ETapestry free for 500 or fewer contacts
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9. Examples: Open Source In Spirit
- METRIX (built with MS Access)
- EBase (built with FileMaker Pro)
10. Examples: Open Source
- Depends on proprietary OS and/or Database
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- mpower open (built on .NET and depends on MS SQL server)
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- Organizers database (Windows and Visual Basic)
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- Compiere (requires proprietary databases)
11. Examples: Open Source
- Can be run completely using open source OS/tools
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- Linux, Apache, MySQL, PHP (LAMP stack):
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- CiviCRM
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- SugarCRM
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- BaseBuilder
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- Any OS, Apache Tomcat, Java:
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- OpenCRX
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- vTiger
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12. Why Open Source CRM?
- Free as in beer - organizations can get good CRM without spending a lot of money
- Free as in speech - you can see, and modify the code behind the CRM
- Open APIs open source CRMs have open APIs (APIs that are without cost, and documented)
- Community support
- Help to enhance open source CRM by contributing to CRM projects/products
13. Why Open Source CRM?
- People seem to be satisfied with their choice of open source CRM:
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- In the NTEN CRM satisfaction CiviCRM was first in satisfaction, SugarCRM and Organizers Database were 3 rdand 4 th(out of 22 tools.)
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- These tools were all ahead of Blackbaud, Convio, Kintera, and other proprietary CRMs.
14. Why not open source CRM?
- You need features not present in any current open source CRM
- Your staff are familiar with a particular CRM
- You want Software as a Service (SaaS)
15. Open Source CRM
- Allcurrent open source offerings are:
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- Stable and secure
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- Support (both paid and community) readily available
- Some are Enterprise Class
16. Web Based CRMs: CiviCRM
- LAMP Stack (Linux, Apache, MySQL, PHP)
- Web-based
- Integrates with Drupal or Joomla (Drupal is best)
- Has a new stand alone version
- Version 2.0 is newly released
- http://www.civicrm.org
- Webinar 4/29
17. Web Based CRMs: SugarCRM
- Written primarily for Sales in for-profit organizations
- LAMP stack, fully open source
- GPL v3
- http://www.sugarcrm.com
18. 19. 20. 21. SugarCRM
- Strengths:
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- Lots of features
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- Popular
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- Active Community
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- Can be used by large organizations
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- Easy to install
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- Has a company behind it so paid support is easily available
- Weaknesses
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- Designed for sales/business
22. Client/Server CRM: mpower open
- Very mature product, very newly open source
- Comparible to Raisers Edge
- Windows client
- Depends on MS SQL Server
- Written in C#/.NET
- No community yet
- http://www.mpoweropen.com
23. mpower open
- Strengths
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- Designed for nonprofits
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- Used by medium and large organizations
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- Comparible to Raisers edge
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- Mature product
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- Completely open APIs
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- Company behind it paid support is readily availabe
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- Lots of future potential
24. mpower open
- Weaknesses
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- Newly open sourced no community around it
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- Not easy to install
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- Currently depends on proprietary platform and database
25. Desktop CRM: eBase Pro
- Has been around for a long while
- Is not truly open source written with FileMaker Pro
- Can be customized if you own FileMaker Pro
- Good for small-medium sized orgs
- Future is uncertain
- http://www.ebase.org
26. 27. 28. 29. Dekstop CRM: Organizers Database
- Windows only
- Written in Visual Basic
- GPL
- Customizable
- Active Community
- Still under active development
- http://www.organizersdb.org
30. 31. 32. 33. How to choose a CMS
- Whats your budget?
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- Cost is not just the cost of software, it includes implementation, support, and data migration
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- Remember to include staff time in your calculations
- Can you identify sources of support?
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- Paid support from vendor/company
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- Consultant support
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- Community support (takes staff time)
34. How to choose a CMS, continuted
- Features what do you need?
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- Basic contact management
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- Donation tracking
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- Tracking of activities and events
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- Integrated online donations
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- Email advocacy or newsletters
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- Other features
- Compare feature sets of different CRMs
35. How to choose a CMS, continued
- Open APIs, and ease of data import and export
- How important is open source?
- Platform issues (web, desktop)
- Database issues (some open source CRMs require proprietary databases)
36. Resources
- Software choice worksheet:http://nosi.net/projects/primer
- NTEN CRM satisfaction survey:http://www.nten.org/research/crm
- Great Idealware article on CRM: http://www.idealware.org/articles/crm_software.php