Implementing consistent processes and providing secure access to a centralised store of accurate data will transform performance and create a sustainable organisation.
- Ensure valuable information is visible & accessible
- Support customer, donor and member oriented services
- Streamline workflow
- Lever the potential of your network
- Manage complex relationships
- Understand your members, donors, alumni and supporters
Over time individual employees and teams bring their own ways of working to your organisation.
Idiosyncratic, inconsistent and disjointed processes can develop and form a barrier to introducing more efficient, integrated ways of working. Ultimately, this makes the organisation vulnerable.
If important information is held in personal systems, staff will find it difficult to cover for absence; corporate governance and service to clients may also be impaired. You need to think:
- What different ways of doing things pervade your organisation?
- How many different databases do you maintain?
- What would be the benefit of uniting your data?
- How would a system streamline processes?
Building a robust, efficient organisation means:
Making information visible and accessible
The valuable information you acquire on
your beneficiaries, supporters, alumni and members must be made
available to all authorised users, rather than stored in
departmental or personal ‘silos’. Being able to securely access
up-to-date, accurate information will drive efficiency and support
the delivery of customer-oriented services.
Streamlining workflow according to best practice
How could your organisation improve the
content and delivery of service without increasing the load on
Your system should help you to apply best practice from other
organisations which will ensure relationship-oriented practices are
reflected in your campaigns and services. Automating manual tasks
ensures processes are performed consistently and that work flows
smoothly at every step, without impediment.
Understanding your customers
Can you link the data within your
organisation to gain the complete picture of your direct
relationship with the individual contacts? Do you understand how
customers inter-connect with one another across your wider network?
How could you facilitate their greater interaction to increase the
impact and influence of your organisation?
Being able to segment maximises the effectiveness of your
marketing, while being able to mine data at many levels makes
reporting and analysis more meaningful. You become better equipped
to open up a dialogue with your members and incorporate their
Having created a shared 360 degree view of your customers, you can
exploit a wealth of unified information to gain unprecedented
insight into their preferences and behaviour and their interaction
with the organisation and one another.