Crm Webinar

Slide 1: Open Source CRM Michelle Murrain, Nonprofit Open Source Initiative March 27, 2008

Slide 2: What I’ll cover today  What is a CRM?  Kinds of CRM  Why Open Source CRM?  Examples of Open Source CRMs  How to choose a CRM

Slide 3: So what is a CRM, anyway?  CRM stands for Constituent Relationship Management  aka Community Relationship Management  aka Contact Relationship Management  aka Customer Relationship Management (its for- profit progenitor)  There are many kinds, and they have different feature sets

Slide 4: What’s in a CRM?  Basic Data  Basic contact info  Track activities (calls, events)  Track donations  Tracking Volunteers  Actions  Email blasts  Automated donations  Event management and registration

Slide 5: Kinds of CRM  Desktop & Client/Server CRM  Download and install on network and/or desktops  Web Server-based CRM  Download and install on your intranet web server, or on your public-facing web server  Software as a Service  No download or installation – all hosted on companies site

Slide 6: Categories of CRM by license  Proprietary  Open Source In Spirit (built on proprietary platforms)  Open Source CRM built on proprietary OS/Database  Open Source CRMs built to run entirely on Open Source platforms  Software as a Service (not obtaining software, obtaining services)

Slide 7: Examples of CRM: Proprietary  Blackbaud Raiser’s edge  Donor Perfect  Fundware  Sage  ...  ...

Slide 8: Examples: SaaS  Democracy In Action  Convio  Kintera  Salesforce  eTapestry  Both Salesforce and eTapestry are free (as in “beer”) for some users:  Salesforce – 10 free licenses  ETapestry – free for 500 or fewer contacts

Slide 9: Examples: Open Source In Spirit  METRIX (built with MS Access)  EBase (built with FileMaker Pro)

Slide 10: Examples: Open Source  Depends on proprietary OS and/or Database  mpower open (built on .NET and depends on MS SQL server)  Organizer’s database (Windows and Visual Basic)  Compiere (requires proprietary databases)

Slide 11: Examples: Open Source  Can be run completely using open source OS/tools  Linux, Apache, MySQL, PHP (LAMP stack):  CiviCRM  SugarCRM  BaseBuilder  Any OS, Apache Tomcat, Java:  OpenCRX  vTiger

Slide 12: Why Open Source CRM?  Free as in “beer” - organizations can get good CRM without spending a lot of money  Free as in “speech” - you can see, and modify the code behind the CRM  Open APIs – open source CRMs have open APIs (APIs that are without cost, and documented)  Community support  Help to enhance open source CRM by contributing to CRM projects/products

Slide 13: Why Open Source CRM?  People seem to be satisfied with their choice of open source CRM:  In the NTEN CRM satisfaction CiviCRM was first in satisfaction, SugarCRM and Organizer’s Database were 3rd and 4th (out of 22 tools.)  These tools were all ahead of Blackbaud, Convio, Kintera, and other proprietary CRMs.

Slide 14: Why not open source CRM?  You need features not present in any current open source CRM  Your staff are familiar with a particular CRM  You want Software as a Service (SaaS)

Slide 15: Open Source CRM  All current open source offerings are:  Stable and secure  Support (both paid and community) readily available  Some are “Enterprise Class”

Slide 16: Web Based CRMs: CiviCRM  LAMP Stack (Linux, Apache, MySQL, PHP)  Web-based  Integrates with Drupal or Joomla (Drupal is best)  Has a new stand alone version  Version 2.0 is newly released  http://www.civicrm.org  Webinar 4/29

Slide 17: Web Based CRMs: SugarCRM  Written primarily for Sales in for-profit organizations  LAMP stack, fully open source  GPL v3  http://www.sugarcrm.com

Slide 21: SugarCRM  Strengths:  Lots of features  Popular  Active Community  Can be used by large organizations  Easy to install  Has a company behind it – so paid support is easily available  Weaknesses  Designed for sales/business

Slide 22: Client/Server CRM: mpower open  Very mature product, very newly open source  Comparible to Raiser’s Edge  Windows client  Depends on MS SQL Server  Written in C#/.NET  No community yet  http://www.mpoweropen.com

Slide 23: mpower open  Strengths  Designed for nonprofits  Used by medium and large organizations  Comparible to Raiser’s edge  Mature product  Completely open APIs  Company behind it – paid support is readily availabe  Lots of future potential

Slide 24: mpower open  Weaknesses  Newly open sourced – no community around it  Not easy to install  Currently depends on proprietary platform and database

Slide 25: Desktop CRM: eBase Pro  Has been around for a long while  Is not truly open source – written with FileMaker Pro  Can be customized if you own FileMaker Pro  Good for small-medium sized orgs  Future is uncertain  http://www.ebase.org

Slide 29: Dekstop CRM: Organizer’s Database  Windows only  Written in Visual Basic  GPL  Customizable  Active Community  Still under active development  http://www.organizersdb.org

Slide 33: How to choose a CMS  What’s your budget?  Cost is not just the cost of software, it includes implementation, support, and data migration  Remember to include staff time in your calculations  Can you identify sources of support?  Paid support from vendor/company  Consultant support  Community support (takes staff time)

Slide 34: How to choose a CMS, continuted  Features – what do you need?  Basic contact management  Donation tracking  Tracking of activities and events  Integrated online donations  Email advocacy or newsletters  Other features  Compare feature sets of different CRMs

Slide 35: How to choose a CMS, continued  Open APIs, and ease of data import and export  How important is open source?  Platform issues (web, desktop)  Database issues (some open source CRMs require proprietary databases)

Slide 36: Resources  Software choice worksheet: http://nosi.net/projects/primer  NTEN CRM satisfaction survey: http://www.nten.org/research/crm  Great Idealware article on CRM: http://www.idealware.org/articles/crm_softw are.php