At Adapta, we know that CRM means different things to different organisations – even different things to different departments within the same organisation! For some, the acronym stands for packaged fundraising software, for others it means the processes and procedures involved in managing member services, for still others CRM is a strategic way of thinking about the individuals and organisations that their charity engages with. Of course, any of these definitions can be correct, and our team of IS consultants has worked with departments and organisations across all the permutations.
However broad or narrow the definition, the key to a successful CRM project is understanding the engagement an organisation has with its contacts and the activities, resourcing and technology that support it. Our IS consultants are experienced at every level of CRM. We can help you to:
- Optimise the processes by which you engage with supporters and members, based on a structured review and analysis of the connecting business processes and communication channels.
- Review the roles and responsibilities of your teams and help you optimise their organisation.
- Configure the technology that will best support the arrangement of your teams and, where practical and cost-effective, automate the processes that connect you with your contacts.
With more than 100 consultant-years’ experience between them, our team brings a rich contribution to every CRM project we help carry out. Included in the services we provide are:
- Templates for establishing a governance framework
- A proven process for achieving a definition of CRM appropriate for your organisation and the scope of any subsequent project work
- Skeleton plans and timetables
- Project management tools and resources
- Regular progress reports
"We have been served excellently by [the team] in our membership systems project. We remain highly satisfied customers!"
Denise King, Chief Executive
Leading Your People Through Change
Change is inevitable, often requiring new ways of thinking and doing – shifting people from what they are used to, into the unknown. For many, change can be a positive thing; for others it may generate a feeling of uncertainty and resistance.
No matter how well designed your change programme is, not everyone will be on board from day one. Inherent or even justified resistance may lead to decreased morale and disinterest, causing a knock-on effect on your ability to capitalise on any benefits.
HR, should look at the likely needs in terms of your people, including recruitment requirements for the vision of your business, how to speed up the on-boarding process and how to build a talent pipeline, as well as ensuring that people practices and policies are aligned with your change programme. This must be done alongside the change consultant or leader so that the new needs of the business are met.
Here, at Adapta we can offer you a wealth of expertise on Change and People Management to ensure your people are with you on your journey.