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Author: Emily Morley

CRM is an incredibly powerful solution for many organizations. It has been around for decades and during that time it has grown and branched out to support many different areas of business like field service and social listening. Once the decision has been made to integrate a CRM solution into your business, what’s the next step? How do you get started?

At DPT, the answer is simple. We walk every client through a thorough process to determine their unique needs and goals and assess what resources they can devote to this project.

Define Your Success in Business Terms | Choosing to implement CRM is a big decision for many companies. There can be a lot of pressure to justify the cost and labor involved, especially for project leaders. To mitigate this, DPT meets with key stakeholders and listen to what they want CRM to accomplish in business terms, not software functionality. We also note their concerns, pain points, and any issues that may need to be addressed down the road.

Get the Lay of the Land | Whether it’s analytics, marketing automation, or tracking different touch-points with clients–every business has a unique set of needs that they want CRM to address. Key stakeholder interviews give us a clearer picture of what our clients want and this step helps us determine how we can provide it for them. We analyze time constraints, cost, skills, people, and other available resources.

Plan For Change | Switching to a new CRM is a process and there are always staff members who resist the change. It’s important to have a realistic plan in place so your team can know how to better manage the transition. We’ll help you find the right balance between the “carrot and the stick” for your organization.

Deal with Your Dirty Data | Your organization has a lot of data and the fact is not all of it is clean. During this phase, DPT determines what it will take to integrate or transfer your data to useful information in CRM. This includes evaluating data quality, building a security plan to ensure your information stays secure, and determining how long the migration will take.

Draw a Roadmap | It’s common for companies to have a laundry list of things they’d like to use CRM for, but it’s impossible to attempt everything all at once. Instead, DPT will work with your team to identify which items are the most urgent and which can wait until later. Then, we’ll build a step-by-step plan to introduce these changes gradually. This will help ensure that users become comfortable with and accustomed to the new system at a reasonable pace.

Take the Next Step | After all of the evaluating and planning listed above, DPT will put together recommendations on what to tackle first. Think of this as a summary of the steps above. Your team will be presented with the roadmap, cost, and timeline for the highest value functionality. If your organization chooses to move forward with the project, then you’re well on your way to implementing CRM!

Begin your journey towards CRM implementation today! Contact us to set up a no strings attached consultation. You can also follow us on LinkedIn and Twitter to keep up with all things CRM.

CRM is a powerful tool for your business, but it’s also very dependant on its users. It’s not a project that can be completed and checked off the to-do list. Instead, it needs to be maintained in order to stay effective.

These five tips will help it be just that:

    • Listen to User Needs | Compelling reasons for adopting Customer Relationship Management (CRM) is an absolute must. For example, Sales needs to understand how CRM can help maximize their selling time instead of viewing it as “big brother software”. Implementing CRM is more likely to succeed if strategic planning and design provides obvious and clear value to both end users (be more efficient and effective) AND management (enable better decision making).Your sales team might waste time chasing a long-shot lead when there’s a hotter one on the table, because priorities haven’t been clearly indicated. Marketing may be targeting the wrong audiences because they can’t distinguish which leads are qualified. Project managers may find themselves running around and putting out fires because no one is following the same process.

 

    • Promote Continuous Improvement | The best way to integrate CRM into your business is by taking a comprehensive approach that promotes user adoption and best practices. Loading the software and training your staff isn’t enough. Driving users to continually improve will help avoid the potential for them to revert back to past practices.

 

    • Follow the Right Sequence | Like any other process, the steps for implementing CRM into your business must be in the right order. The proper sequencing of business strategy alignment, process standardization, requirements definition and tool selection is a key factor in determining success.

 

    • Define Metrics Early | Without an accurate compass, projects can drift, so it’s vital that metrics like resolution efficiency, close ratios, and campaign ROI are defined as quickly as possible. Metrics provide the necessary feedback to drive improvement.

 

    • Take What You Can Carry | It’s easy for well-intentioned projects to go awry by trying to take on too much or focusing too narrowly. It’s important to find the balance and only take what your team can carry. Use of proven Project Management techniques for effective scope, stakeholder, and resource management will increase the odds of success.

 

Want to know more about making CRM work for your business? Let’s talk. Contact us today.

What’s your workstyle? Organized or free-form? Big-picture or detail-oriented? No matter which you identify with, chances are your colleagues would choose differently. Diversity can benefit your business, but your business development team’s different styles may not always mesh well. If each person has a different timeline and process for getting the same set of tasks done, it can lead to a lot of confusion and miscommunication.

Your sales team might waste time chasing a long-shot lead when there’s a hotter one on the table, because priorities haven’t been clearly indicated. Marketing may be targeting the wrong audiences because they can’t distinguish which leads are qualified. Project managers may find themselves running around and putting out fires because no one is following the same process.

Can you imagine throwing technology into the mix? No matter how good the software is, it can’t solve these types of problems on its own. So what can?

A standardized business process and change management approach.

Imagine what it would look like in your company. Communication would be clear between departments. There would be clearly defined stages in the sales pipeline so everyone could see exactly what had been done and what still needed attention.

How do you make that a reality for your business?

Opening up communication between departments is the first step. Determining what your process needs to achieve and how success–and failure–can be defined will give your business a framework to start improving. It’s also important to step back and assess how your team drives business end-to-end and weave that into your process design.

How does your business generate demand for its services? How does Sales and Marketing nurture and manage leads? How do they manage the sales pipeline? All of these questions are essential to developing a process that incorporates all relevant departments and serves your business’ goals.

For example, your business may be struggling with bringing in qualified leads for your Sales team. It’s obvious that the end goal is converting leads into sales, but that’s never going to work smoothly if your Sales and Marketing teams don’t define success the same way.

Marketing may think they’re successful because they’re bringing in several leads a week. In contrast, Sales may look at those leads and say marketing didn’t bring them anything worth pursuing. Ensuring Marketing and Sales can agree upon a definition for success is the key.

If Marketing can better direct their efforts, then they’ll generate an increased number of qualified leads. More qualified leads drive sales and increases conversion rates. It also increases efficiency because your team is only concerned with vetted leads.

Accommodating your team’s different work styles while creating a standardized process for your business is an absolutely necessity if you want to grow your top line revenue. If you want to see how streamlining your process can increase the number of quality leads, contact us today.

You can also follow us on LinkedIn or Twitter so the next installment of this blog series, What Does That Do Again? Implementing Technology to Support Business Processes, will come straight to your feed.

Whether you’re doing a complete overhaul or minor tweaks, improving your business performance is rarely a simple task. You have to consider how people, process, budget, strategy, and technology fit together. In this day and age there are a lot of software options that can perform the tasks you need completed, but the approach you take to find the solution that truly fits with your business and unique process is critical. It’s easy to let technology define your business strategy and performance, but don’t let it take over!

At DPT, we believe that people and process should always come first in improving performance. Technology selection and implementation should follow. That sounds simple, but how do you get started?

Our five part series, Grow Your Business While Avoiding Technology Takeover, will walk you through the common pitfalls businesses experience while implementing technology and driving business performance. We’ll also provide strategies to avoid them. It’s obvious that technology will always be a part of your business, and we’ll help you find an ideal way to integrate it.

 

One Size Fits All: Standardize Your Business Process to Grow the Top Line

 

If you’re ready to grow your business and improve performance while avoiding tech takeover, contact us. We’re always happy to have a conversation.

What does it take to create or promote a community garden or urban farm in Michigan? There’s planning, of course. There’s designing, funding, and cultivating partnerships with local communities. All of these elements were part of this year’s challenge set forth by the WMPMI competition “The Project 2017”.

Lettuce tell you about long-time DPT team member, Shawn Rathbun who has attended or volunteered with the competition every year. She is an adjunct instructor at Michigan Technological University leading their Advanced Project Management course. This year, she served as project champion two Project Management teams at Michigan Technological University over the course of a semester. Both MTU teams decided to create a community garden for a real community in the western upper peninsula.

The competition was divided into four stages with deliverables that needed to be sent in to a panel of judges. Preparing these deliverables taught the students how to write a project charter, a scope statement, develop a risk register, a communication plan and other project management documents. But the chief learnings were practical, real world lessons on time management (to avoid over-thyme as milestones approach), stakeholder management, scope management (pruning the scope to meet budget), teamwork (turnip for team meetings), open communication, and patience.

The students also gained confidence answering questions, and honing their public speaking skills by holding several public forums to gain feedback from their stakeholders in their respective community. By the end, they knew their project’s details better than anyone and were prepared for the final step of the competition–presenting the project to the judges.

Shawn described her students this semester as talented, mow-tivated, and enthusiastic – all of which the judges saw. In the end, they awarded team MTU team, Turnip the Beet first place, squashing the competition and making them the first Michigan Tech team to bring home the big check, the big trophy and even bigger bragging rights. This is a really big dill because Michigan Tech has always placed in the top 3, but had never taken first until this year.

So congratulations to Turnip the Beet! It takes a lot of growth, hard work, and mow-tivation to compete in The Project. It also takes great leaders like Shawn. We’re thoroughly impressed by them and can’t wait to see their gardens in bloom. And – we can’t resist one last pun! – if you carrot all about Project Management, come talk to us here at DPT!

A robust Customer Relationship Management solution (CRM) may not be at the top of most nonprofits’ wish lists, but it really should be. Whether they’re volunteers, donors, or those receiving services, nonprofits thrive on good, two-way relationships with their constituents. Doesn’t it make sense to invest in them? The returns can be huge–saved time and money, simplified daily operations, more effective outreach.

How CRM can give nonprofits a leg up:

 

    • Coordinated Communication. Between donors, volunteers, board or committee members, and those who receive services, a nonprofit has a lot of people to track. It often becomes more complicated if people occupy two or more roles like a volunteer that also makes monthly donations. CRM makes it simple. By streamlining data into a single source, nonprofits can track who they’ve communicated with, when, how, and how often. For example, it will keep people who occupy two roles from being on two mailing lists while still receiving information relevant to that role. It also ensures that outreach gets into the right person’s hands. This helps avoid mistakes like sending a letter to the husband when it’s supposed to go to the wife.

 

    • Efficient Processes & Systems. Saving time and money is a boon to any non-profit, and streamlined processes and modern systems will do just that. Once your CRM data model is set and processes running smoothly, daily tasks like donation follow-up and volunteer coordination will be more efficient. There will be more time in the day to do the work that really matters. You can ensure that more of your donations, grants, and other types of funding are going directly to services.

 

    • Preserve Organization Knowledge. If someone has been with a nonprofit for years, they may not need to reference statistics, procedures, and other important information simply because they know it off the top of their head. This system works great for them, but what happens if they decide to retire or move to another position? If that knowledge isn’t captured in the nonprofit’s systems, it’ll be lost. CRM mitigates this by building critical relationship information into its processes. It also grants access to several people or departments so the data can become institutional knowledge.

 

    • Relationship Visibility. Imagine being able to see all the touch-points and relationships for an individual or household in one snapshot. There would be records of events they attended, emails they’ve received, and face-to-face contact like times they’ve volunteered. There’d be no digging through dozens of spreadsheets or hunting all over a complex system to find one piece of information. CRM enables nonprofits to see this information at a glance. Having it all in one place helps provide better visibility and more effective marketing and communication.

 

    • Simplified Data Management. It’s no secret that executing critical projects like creating a new marketing campaign or planning an outreach event are complicated and time-consuming. It gets worse when spreadsheets, procedures, contacts, and plans have to be passed around in email after email. Nonprofits can stop the email chains and eliminate the need to constantly double-check information by creating a hub for all their information. CRM can be this one-stop-shop because it’s easy to add, edit, and share information.

 

While for-profit companies have been using CRM for years, many nonprofits haven’t taken advantage of it yet. This is especially unfortunate because they actually have greater potential to benefit from implementing CRM than their for-profit counterparts. Based on the fact that so many of the people they interact with fill multiple roles, the impact of creating an efficient, accurate database to track and interact with them is much bigger. It fosters clear communication which ultimately means the nonprofit can serve more people.

That’s a win-win in our book.

If you’d like to learn more about how your nonprofit can leverage CRM to drive strong relationships and further its mission, contact us. We’d love to show you a free demonstration.

Everyone wants their donation to make a big impact when they give to a nonprofit. They want as much of it as possible to go to the cause the nonprofit is championing, but a lot of people overlook the daily operational costs that need to be offset. In an attempt to better serve their cause, many nonprofits delay investing in internal process automation improvements, and they end up working with slow, outdated systems.

Thankfully, Kent County’s Nonprofit Technical Assistance Fund (NPTA) is trying to change that. Four times a year, they provide grants to qualified nonprofits around the Grand Rapids area so they can invest in capacity building and technical assistance.

As an approved supplier, we’ve worked with several recipients before and have seen the transformative effect these investments can have. For example, digitizing and consolidating a team’s paper files and multitudes of spreadsheets to a single data source of truth is a huge undertaking. It’s easy to put off again and again because of its expense and time commitment, but, in the long run, having a modern yet flexible solution like CRM will make it easier to serve more people and extend outreach.

To put it simply: improving a nonprofit’s process and technology will save them a lot of time and money that can be reinvested into the people they’re serving. Access to community funds is a huge help in jump-starting the process. If that’s not something to celebrate, we don’t know what is.

So congratulations to this year’s recipients! We wish you the best.

If you’d like to learn more about how to improve your nonprofit, don’t hesitate to contact us. Or get more details on how to apply for a NPTA grant by checking out our blog post How to Get Community Funds to Help Nonprofits Leverage New Technology.

DPT is excited to announce that two of our team members will be presenting at the West Michigan Project Management Institute(WMPMI) March dinner on the 13th. Our presenters include Amy L. Flick – PMP, Project Leadership Practice Lead, and Dan McGraw – PMP, Senior Consultant and Microsoft Relationship Manager.

They’ll be breaking down the three sides of the PMI Talent Triangle by drawing on three practical project experiences. It’s obvious that there’s no cookie-cutter solution for every project that comes our way. We think understanding how the three sides interact is critical to developing a comprehensive strategy for each client. They’ll also discuss how different combinations of leadership, business management, strategy, and technical “know-how” can affect a project’s success.

 

We’re excited to share our knowledge with you and hope you’ll join us. If you want more information or simply can’t make it, please don’t hesitate to contact us or check out our pages on LinkedIn and Twitter.