Naked CRM

Iain Pritchard - Adapta Consulting

Iain PritchardAdapta Consulting

Adapta Consulting

We are:– A specialist information systems consultancy– We only work with membership organisations,

charities, associations, trusts and others in the NfP sector

– We are completely supplier-independent– Our consultants have held senior positions in a

broad range of different organisations– Our advice and guidance is based on practical

experience gained over many years.

Programme for the session1. The state of the market

A brief overview of CRM software and suppliers in the sector

2.

3.

Some discussion…

Recipes for CRM success (and failure)Approaches to selecting CRM software and suppliers

4. Some more discussion

5. Close

The state of the market

SodilitaS

The state of the market

http://www.adaptaconsulting.co.uk/adapta-knowledge

Packages and Platforms – a history

Bureaux; Bespoke; Packages; Platforms; New technology..?

1985 - 1999 2000 - 2012 2013 -

• Wide range of options• Bureaux, bespoke and small

packages popular

• Acquisitions and consolidations• Platforms becoming increasingly

popular

• More acquisitions?• Platform rationalisation?• New concepts…?

Packages and Platforms – a history

PackagesPlatforms

2013 -

Package or platform?

Platforms

Size and type of organisation

Packages

Platforms

Some discussion

Thoughts toward successful CRM

What does failure look like?

Unfortunately, throwing money at the problem doesn’t help..

…nor does a team of lawyers and a watertight contract

What about a “sound methodology”…?

Bus. Case Req’ts

ITT Select

Impl.Spec’ Contract

Sign off Spec’

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False comfort...

Senior managers and trustees like the traditional approaches because they are:

• Staged• Requirements-driven• Proven• Robust• Safe• Respected• Recognisable

But traditional approaches to software procurement often fail because:

• Users often don’t know what they want until they’ve seen it

• Departments sometimes don’t talk to each other effectively

• Language does not clarify enough• Formality excludes supplier & their

ideas• Prescriptive ITT may inhibit

flexibility / flexible solutions• It is difficult to “test drive” working

with the supplier

Roles & Responsibilities(how we organise ourselves and our behaviour)

Information Technology(the technology and associated systems we rely on)

Business Processes(what we do, our focus and our culture)

Adaptive approach

Business case and key processes

Prototyping Specification and contract

Expressions of interest and initial presentations

Requirements document

Short listLong list Selection

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Some more discussion

About Adapta Consulting

Adapta is:

• A specialist information systems consultancy• We only work with membership organisations, charities, associations,

trusts and others in the NfP sector• We are completely supplier-independent• Our consultants have held senior positions in a broad range of

different organisations• Our advice and guidance is based on practical experience gained over

many years.

For more information, contact us at:

2 Old College Court, 29 Priory Street, Ware, Hertfordshire, SG12 0DE

020 7250 4788help@adaptaconsulting.co.ukwww.adaptaconsulting.co.uk

Thank you for taking part