Sharing Institution Data Unlocking the Doors Thomas A. Chaves Assistant Vice President Lehigh University. Agenda

Transcription

1 Sharing Institution Data Unlocking the Doors Thomas A. Chaves Assistant Vice President Lehigh University Agenda What is and why self-service reporting? Information Management Platform An expanded view of self-service reporting Components & Key Points in Getting There Overall Key Success Points Q&A 1

2 Audience Poll Type of Organization Higher Education Public Higher Education Private K 12 Non Higher Education Organization Why Self-Service Information I ll just maintain my own lists How do I see my fundraising results? Do they include everything I really did? How do I enter a call report? Does this report include the $500k testamentary commitment just signed? Why did I request this report two weeks ago? NEED A SINGLE VERSION OF TRUTH! NO TRANSPARENCY! NO CONFIDENCE! DELAYED ACCESS! 2

3 What Is Self-Service Information The System Self-Service Information Management Platform Users need easy access to information to perform their jobs efficiently and effectively Advancement primary users of information externally focused. Minimize # of tools needed Core systems provision for information management doesn t provide enough for the extended advancement user community 3

4 Components of an Information Management Platform CRM Adhoc In reality, they all have some overlap with each other.. Personalization Standard Analytics Management First Component: Adhoc Flexibility of parameters CRM Common definitions Adhoc Many Personalization different users Standard List output Analytics Management 4

5 Example #1: Mailing List Generator Example #2: Prospect Finder 5

6 Example #2: Prospect Finder Example #3: Lehigh Fund Download Need to make some decisions! 6

7 Ad hoc Key Success Points Started with already defined formats and parameters i.e. do NOT start from scratch Training even basic mouse functions (Shift and CTRL) Definitions of terms Don t let the users get themselves in trouble with the ease of point and click (e.g. exclusions, key constituencies) Second Component: Standard Regularly Scheduled Widely Shared CRM Adhoc Structured Personalization Format Standard External Audiences Analytics Management 7

8 Example #1: Campaign Report Example #2: Constituent Profile 8

9 Standard Key Success Points Pick & choose carefully as standard reports take time to develop Probably requires the most in depth knowledge of the reporting tool Need to arrive at common definitions Third Component: Management Program Dashboards CRM Comparitive Adhoc Ability Personalization to see detail Standard Analytics Management 9

10 Example #1: Daily Key Metrics Scheduled & ed Daily to Management Team Example #2: Pipeline by Unit 10

11 Example #3: Athletics Giving Dashboard Even more detail! Drill down for detail Drill down for detail Management Key Success Points Understand your management s willingness to use tools Most value is getting key business terms and process defined Summary and detail... Builds confidence 11

12 Audience Poll Satisfaction of Users with Current Needs Not at all satisfied Somewhat satisfied Very satisfied Fourth Component: Analytics Answering key questions about programs, initiatives how are we doing? Compared CRM Adhoc to last year? All questions not known initially Personalization Standard Cross program correlations Analytics Management 12

13 Example #1: Success of Solicitation Mailings Example #1: Success of Solicitation Mailings 13

14 Example #2: Donor Retention Analysis Example #2: Donor Retention Analysis 14

15 Example #3: Retain, Acquire, Grow Example #3: Retain, Acquire, Grow 15

16 Analytics Key Success Points Get there! Need to provide consulting to get most value both how to answer and how to use the answer Interact with users to understand the REAL problems they re trying to solve Fifth Component: Personalization What s important to me? Adhoc CRM Push to me what s important, when it s important. Personalization Standard Make it easy for me to see what s important Analytics Management 16

17 Examples of Personalization Gift officer dashboard pushes Pledges/gifts mobile friendly! Call reports entered by others Attendees of events to prospect managers Event reminders to coordinators Dropdowns recognize who someone is Example #1: DO Dashboard 17

18 Example #2: Personalization of Reminders Pledge/Gift Notification Event RSVP Getting Call those report attendees entry by into others! system! Personalization Key Success Points Realize that key users of information are usually NOT system/technology savvy What do they do NEXT based on the information... And support that Talk to users and watch them work 18

19 Sixth Component: CRM Constituent Relationship Management (that s what advancement CRM is all about!) Relationship Information Ease of Personalization access Ease of updates Adhoc Standard Analytics Management Examples #1: Creating Call Reports 19

20 Examples #2: Managing Ticklers/Actions Examples #3: 360 degree view 20

21 CRM Key Success Points Realize the core of the advancement business relationship management Don t underestimate change management (e.g. listening, training, support, management support) Sell the value Components of an Information Management Platform CRM Adhoc Personalization Standard Analytics Management 21

22 Overall Key Success Points Tool New skills for everyone training! Cleaning Data projects Data Model that supports ease of access to information Concept focused vs. transactional focus CONTINUES TO EVOLVE! Process for incorporation of new reports and enhancements to existing reports Importance of visualization What Is Self-Service Information EASE OF USE & UP TO DATE INFO! EFFICIENT & EFFECTIVE! CONFIDENCE & TIMELY & ACCOUNTABILI COMPREHENSIVE TY! HOW WHAT ELSE PROBLEM CAN WE ARE YOU HELP? TRYING TO SOLVE? The System 22

23 Audience Poll What levels of self-service reporting do you hope to gain in the next year (click all that apply)? Ad hoc Standard Management Analytics Personalization CRM Thank You! Thomas A. Chaves 23