Using CiviCRM - Second Edition

Develop and implement a fully-functional, systematic CRM plan with CiviCRM
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Using CiviCRM - Second Edition

Erik Hommel, Joseph Murray, Brian P. Shaughnessy

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Develop and implement a fully-functional, systematic CRM plan with CiviCRM
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Book Details

ISBN 139781783281459
Paperback574 pages

Book Description

CiviCRM provides a powerful toolbox of resources to help organizations manage relationships with constituents. It is free, open source, web-based, and geared specifically to meet the constituent relationship management needs of the not-for-profit sector.

Beginning with broader questions about how your organization is structured, which existing workflows are critical to your operations, and the overarching purpose of a centralized CRM, the book proceeds step by step through configuring CiviCRM, understanding the choices when setting up the system, importing data, and exploring the breadth of tools available throughout the system.

You will see how to best use this software to handle event registrations, accept and track contributions, manage paid and free memberships and subscriptions, segment contacts, send bulk e-mails with open and click-through tracking, manage outreach campaigns, and set up case management workflows that match your organization’s roles and rules. With specific emphasis on helping implementers ask the right questions, consider key principals when setting up the system, and understand usage through case studies and examples, the book comprehensively reviews the functionality of CiviCRM and the opportunities it provides.

With this book, you can help your organization better achieve its mission as a charity, industry association, professional society, political advocacy group, community group, government agency, or other similar organization and position yourself to become a power user who efficiently and effectively navigates the system.

Table of Contents

Chapter 1: Achieving Your Mission with CiviCRM
Why you need Constituent Relationship Management
What is Constituent Relationship Management?
Customer Relationship Management versus Constituent Relationship Management
When is CiviCRM the best CRM?
Why CiviCRM?
CiviCRM events
How CiviCRM will help your organization
Summary
Chapter 2: Planning Your CRM Implementation
Challenges on your way to success
Thoughts on development
Building the team
Focusing on constituents and mission
Determining your needs
Functional requirements
Development environment and best practices
Summary
Chapter 3: Installation, Configuration, and Maintenance
Installing CiviCRM
Configuring CiviCRM
Site configuration
Upgrades and maintenance
Summary
Chapter 4: CiviCRM Basics – Moving through the System and Working with Contacts
Introduction to the interface
Contacts
Search
Search result actions
Working with contact records
Summary
Chapter 5: Collecting, Organizing, and Importing Data
Custom data fields
Creating online forms with profiles
Importing contact and activity data
Summary
Chapter 6: Communicating Better
Looking at communication
Sending e-mails to one or more constituents
Printing address labels
Printing a PDF letter
Organizing groups for communication
Encouraging subscriptions using profiles
Sending bulk e-mails and SMS
Creating a bulk e-mail template
A/B testing
Customizing system workflow messages
Recording external e-mails
Personalized appeal for volunteers
Summary
Chapter 7: Campaigning with Petitions and Surveys
Working with campaigns
Referencing campaigns throughout the system
Surveys and petitions
Summary
Chapter 8: Fundraising for Your Mission
Implementing a fundraising appeal
Developing a fundraising plan
Selecting a payment processor
Initial fundraising configuration
Recording a contribution manually
Importing contributions
Manually creating a pledge
Searching, examining, and working with contributions
Searching, examining, and taking action on pledges
Accounting Batches
Reporting
Implementing an appeal
Other types of donation
Permissions
Summary
Chapter 9: Growing Your Membership and Interacting with Members
Setting things up
Working with memberships and daily management tools
Forms to solicit new members and retain the existing ones
Searching and reporting
The big picture and other tools
Summary
Chapter 10: Managing Events
First things – why events?
Building and promoting your event
Processing and managing participants
Tracking, searching, and reporting
Additional tools and options
Integrating events into your CRM strategy
Summary
Chapter 11: Interacting with Constituents – Managing Cases
Thinking through your case management system
Configuring cases
Tracking, managing, and resolving cases
Summary
Chapter 12: Providing Support – Grant Management
Defining the grant application process
Managing grantees
Tracking grant applications
Grant reports
The other side of the coin – applying for grants
Summary
Chapter 13: Telling Your Story – Building Reports
Getting to the bottom line
Toolsets and timing
Saving and working with reports
Available templates
Customizing and building your own templates
Summary
Chapter 14: Customization, Community, and Cooperation
Future versions and the project roadmap
Customizing and extending
Community and cooperation
Supporting CiviCRM
Summary

What You Will Learn

  • Install and configure your CiviCRM
  • Analyze your current workflows and processes to translate them effectively into the CiviCRM model
  • Build an integrated system to solicit, retain, and manage your donors and members through robust management and reporting tools for administrators
  • Raise more money with CiviCRM with effective solicitation campaigns
  • Market events effectively and track registrations and payments
  • Improve communications with constituents using targeted broadcast e-mail campaigns
  • Track ongoing communications with constituents including from Outlook and Gmail using activities and case management tools
  • Take advantage of the many CiviCRM tools to generate both simple and complex event structures and manage registrants through every phase of the project

Authors

Table of Contents

Chapter 1: Achieving Your Mission with CiviCRM
Why you need Constituent Relationship Management
What is Constituent Relationship Management?
Customer Relationship Management versus Constituent Relationship Management
When is CiviCRM the best CRM?
Why CiviCRM?
CiviCRM events
How CiviCRM will help your organization
Summary
Chapter 2: Planning Your CRM Implementation
Challenges on your way to success
Thoughts on development
Building the team
Focusing on constituents and mission
Determining your needs
Functional requirements
Development environment and best practices
Summary
Chapter 3: Installation, Configuration, and Maintenance
Installing CiviCRM
Configuring CiviCRM
Site configuration
Upgrades and maintenance
Summary
Chapter 4: CiviCRM Basics – Moving through the System and Working with Contacts
Introduction to the interface
Contacts
Search
Search result actions
Working with contact records
Summary
Chapter 5: Collecting, Organizing, and Importing Data
Custom data fields
Creating online forms with profiles
Importing contact and activity data
Summary
Chapter 6: Communicating Better
Looking at communication
Sending e-mails to one or more constituents
Printing address labels
Printing a PDF letter
Organizing groups for communication
Encouraging subscriptions using profiles
Sending bulk e-mails and SMS
Creating a bulk e-mail template
A/B testing
Customizing system workflow messages
Recording external e-mails
Personalized appeal for volunteers
Summary
Chapter 7: Campaigning with Petitions and Surveys
Working with campaigns
Referencing campaigns throughout the system
Surveys and petitions
Summary
Chapter 8: Fundraising for Your Mission
Implementing a fundraising appeal
Developing a fundraising plan
Selecting a payment processor
Initial fundraising configuration
Recording a contribution manually
Importing contributions
Manually creating a pledge
Searching, examining, and working with contributions
Searching, examining, and taking action on pledges
Accounting Batches
Reporting
Implementing an appeal
Other types of donation
Permissions
Summary
Chapter 9: Growing Your Membership and Interacting with Members
Setting things up
Working with memberships and daily management tools
Forms to solicit new members and retain the existing ones
Searching and reporting
The big picture and other tools
Summary
Chapter 10: Managing Events
First things – why events?
Building and promoting your event
Processing and managing participants
Tracking, searching, and reporting
Additional tools and options
Integrating events into your CRM strategy
Summary
Chapter 11: Interacting with Constituents – Managing Cases
Thinking through your case management system
Configuring cases
Tracking, managing, and resolving cases
Summary
Chapter 12: Providing Support – Grant Management
Defining the grant application process
Managing grantees
Tracking grant applications
Grant reports
The other side of the coin – applying for grants
Summary
Chapter 13: Telling Your Story – Building Reports
Getting to the bottom line
Toolsets and timing
Saving and working with reports
Available templates
Customizing and building your own templates
Summary
Chapter 14: Customization, Community, and Cooperation
Future versions and the project roadmap
Customizing and extending
Community and cooperation
Supporting CiviCRM
Summary

Book Details

ISBN 139781783281459
Paperback574 pages
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