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
resources?
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
feedback.
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.