How to avoid choosing an unsuitable charity CRM

What mistakes can you make when choosing a charity CRM?

Prior to making the final decision on a charity CRM, individuals can often commit fundamental errors by not considering certain factors during the planning process. This can often lead to organisations not identifying the processes they wish to improve, how the platform can enhance their long-term ambitions and being unclear on the respective package a software supplier is offering.

Although these errors do happen, the reality is that they occur due to a lack of preparation and can easily be avoided with a sensible approach. You should therefore learn from the following mistakes made by others in the charity and Not For Profit sectors and beyond.

Failing to identify your requirements

One of the worst mistakes that can result in implementing an unsuitable charity CRM is to implement a system without identifying the specific requirements you want it to enhance. This should arguably be the first step you take as part of your preparation and research as you will be unable to accurately pinpoint the specific features and functionalities required.

Without a crucial understanding of the unique requirements of your charity, it’s virtually impossible to make an informed decision. If you’re unsure about where to start, a solid foundation to build on is to first acknowledge how a charity CRM can enhance your organisation’s processes. Once you have a clearer idea of this, you can then apply it to your specific requirements.

Read our guide that highlights the benefits of a charity CRM

Neglect to take scalability into account

Scalability is particularly important for charities that are experiencing rapid growth in relation to data and/or an increased number of donors. Without a scalable charity CRM system, you may struggle to successfully manage the volume of your donor data, resulting in a lack of insight into donor behavior and preferences, and potential missed engagement opportunities.

Failing to plan in-line with your long-term development is a major error to avoid. This is an important factor to consider, as not all providers offer CRM software that can adapt with the growth of your organisation. When this occurs, the likelihood is that you will need to switch to a new CRM that can meet the expansion of your operations.

Find out more about how to switch your charity CRM

Not considering on-premise vs cloud CRM

The size of your budget and resources may dictate whether you take an on-premise or cloud CRM approach. These differ significantly and can be suited depending on the set-up of your charity.

A large organisation may opt for an on-premise approach, whereby you purchase licenses and install them on internal servers that are within your premises. A full-time, in-house IT department then builds the platform and manages its processes such as maintenance, customisations and security tasks.

Alternatively, choosing a cloud-based CRM that is supplied by a provider could be a more suitable option for a small to medium-sized charity. This SaaS (software as a service) method involves paying a monthly subscription fee to access your charity CRM online, which then enables you to manage it as you see fit.

Read our guide for more information

Implementing the first CRM platform you find

Settling for the first platform you find can lead to choosing an unsuitable charity CRM, as it may not meet your requirements as accurately as an alternative solution.

For example, you could opt for a generic CRM that is not built specifically for charities. This can be underwhelming, as its initial out-the-box functionality can feel basic and may be unable to meet the specific requirements of your organisation surrounding donations, events, and volunteer management. This can be rectified with additional customisation, however, the additional costs associated can be significant in comparison to implementing a charity-specific CRM from the outset.

Once you have a clear understanding of your requirements along with your long-term organisational plans, you can begin to conduct research into various CRM platforms and make an informed decision as to which best suits your needs.

Find out other key steps you should take when choosing a suitable CRM for your charity

Unaware of factors that influence cost

Not understanding the factors that contribute towards the cost of a charity CRM can cause unexpected issues for your organisation.

Firstly, it can lead to paying additional fees that you initially didn’t budget. If this is the case, it can eat into your budget, leaving you unable to invest in other critical areas of your organisation. This can also lead to a reduction in the use of your CRM, as you may not be able to afford all of the necessary components required for your charity to run efficiently.

In addition, as these features are reduced, it may require increased staff resources which can take away time and energy from other crucial activities, while decreasing the effectiveness in managing donor relationships, fundraising, and reporting.

The cost of a charity CRM plan will depend on the specific needs of your charity, its features and functionalities, and the level of support and customisation required. You should carefully evaluate different pricing plans to find the one that best meets your requirements in relation to both functionality and budget.

Learn more about the factors that influence the cost of a charity CRM

How can you avoid choosing an unsuitable charity CRM?

Once you are in the market to purchase, you can avoid opting for an unsuitable charity CRM by conducting the necessary research. As we covered in the first section, the main reason organisations choose an unsuitable charity CRM is because they make an uninformed decision based on a lack of knowledge regarding their organisation’s requirements and how potential providers can meet these.

Luckily, you can learn from the mistakes made by others to ensure you take the correct approach. The following steps will help to provide you with the required knowledge and support prior to making the correct charity CRM investment for your organisation.

#1 Identify your requirements

A sensible approach is to involve each member of staff throughout your organisation to hear their experiences in relation to customer relationship management and how it can be improved. You can manage this feedback effectively by answering questions relating to the key areas of your processes via a survey and follow these up with ideation sessions to share ideas and solutions.

With this strategy, you can then identify crucial areas of your organisation such as:

• Managing donor information
• Streamlining event, volunteer and donation processes
• Automating admin tasks
• Integration with other platforms
• Deeper reporting and analytics
• Ability to personalise your communications

Once you identify your key requirements, you will then have a clearer understanding of your organisation’s needs which will allow you to successfully focus on other factors during your research.

#2 Prioritise scalability

Scalability is a crucial factor to consider to avoid choosing an unsuitable charity CRM. Prioritising scalability can assist you to better manage donor relationships, streamline fundraising processes, and successfully achieve your mission.

When researching into a scalable charity CRM, you should ensure that a respective provider should be able to meet the following criteria:

• Sufficient data management – Handle large amounts of data consisting of donor information, volunteer data, and program data that grows over time
• High number of users – Accommodate an increased number of users without the fear of a cut-off point
• High level of integration – Allows for a number of integrations with a variety of platforms without difficulty
• High level of security – Alongside supporting growth, the system should also be able to protect sensitive supporter information such as credit card numbers and addresses

At this stage, it would be advisable to make a list of potential charity CRM providers. If any of these do not meet your scalability requirements, you can dismiss these from your options to focus on those who can.

#3 Map out your integration strategy

Although a suitable charity CRM can be beneficial, it’s worth remembering that your organisation will be made up of several platforms. With integration capability, you will be able to connect your CRM with other key areas of your charity to bring them closer together, streamlining your processes, and helping to increase donor engagement.

You should therefore map out the platforms your charity CRM could integrate with, such as:

• Website: Discover how website engagement leads to goals such as donations and sign-ups
• Payment processors: Integrate with payment processors such as PayPal to securely accept donations online
• Email marketing tools: Connect with email marketing tools such as MailChimp to automate personalised email campaigns to your supporters
• Social media platforms: Gain a deeper knowledge of how much engagement your donation, events, and volunteer campaigns are gaining via your social media platforms
• Fundraising tools: Integrate with crowdfunding platforms such as JustGiving to gain a better understanding of who is interacting with these campaigns
• Analytics tools: Integrate with analytics tools such as Google Analytics to track website traffic, measure engagement, and gain crucial insights into donor demographics and behaviour

The nature of your organisation will dictate which integrations will be relevant. However, once you acknowledge the integrations that will enhance your processes, you can enquire about these when discussing with various providers.

Find out more about the benefits of integrating a charity CRM with your website

#4 Compare charity CRM software providers

After identifying several potential charity CRM software providers, it’s crucial that you compare factors such as features, functionalities, and pricing models. As not all CRM software have been developed equally, you must pinpoint which of these meet your niche requirements to avoid future disappointment.

In addition to scalability, key factors you should compare include:

• Features and functionality – Ensure that these meet your specific niche requirements such as event management, donation management, volunteer management, and automation

• Pricing models – Understand which providers charge a flat fee compared to those who include additional charges based on certain criteria such as number of users or amount of data stored

• Customer support and training – Assess training and post-implementation support, along with whether you require third party management or full control of your day-to-day processes

• Customer reviews – Gain an informed insight into customer experiences from third party review websites

Comparing a number of charity CRM providers’ niche and how they align with your organisation is a crucial step in finding a system that enables you to achieve your goals to budget.

Compare Access Charity CRM with Salesforce

#5 Fully understand the pricing structure

Where pricing is concerned, it isn’t always as simple as paying a standard monthly fee. One provider’s pricing strategy can differ from the next.

It’s therefore essential that you are clear about what can influence respective pricing plans. Prior to enquiring about this, you should be aware that common factors can include:

• Number of users – The more users that are required to access the system, the more expensive the CRM pricing plan
• Storage and data volume – Charities that plan on storing a large amount of data, such as donor information, may be required to pay an additional storage fee
• Features and functionality – A plan that includes advanced analytics and reporting tools, for example, may be more expensive than a basic plan with limited reporting capabilities
• Level of customisation – Customisation workflows or integration with other systems may require an additional fee
• Level of support – 24/7 support can require an additional fee to the standard support available during working hours
• Contract length – Charities that are willing to commit to a longer contract may be able to negotiate lower rates
• Competition – Market trends and competition from other providers may also dictate pricing plans across the charity and Not For Profit sectors

Overall, the cost of a charity CRM plan will depend on the specific needs of your charity including features and functionality, and the level of support and customisation required. You should carefully evaluate different pricing plans to find a suitable package that meets your budget.

View our Access Charity CRM pricing plan

#6 View a demo of the platform prior to implementation

Acknowledging the advantages of a certain charity CRM may sound great in theory, but how do you know it will function to your desired standard? The solution is to take a more practical approach by testing various CRM platforms via demos.

There are several reasons for viewing charity CRM demos prior to purchase, such as:

• Assess suitability – Decide whether the features and functionalities align with your charity’s requirements
• Evaluate user-friendliness – Focusing specifically on how simple it is to navigate around key areas of the CRM
• Test customisation – Get an idea of how simple it is to customise your system to your charity’s specific requirements
• Consider integration – Understand how well the CRM integrates with other tools and platforms that make up your charity

Outside of liaising with a software expert, this should be the final step you take before deciding on a charity CRM. We advise that you include this strategy as it will provide you with the resources to make an informed decision on a suitable platform that accurately meets your requirements.

Engage with our demo

Make an informed decision

Implementing an unsuitable charity CRM can easily be achieved if you fail to prepare with the appropriate level of research. Don’t fall into this trap. Remember, before you can make an informed decision, you should identify your organisation’s unique processes, how you want these to be improved, and the requirements that you expect from a potential provider in relation to both functionality and cost.

Regardless of whether you are feeling overwhelmed by this process or wish to find out more about our charity-specific CRM, our experts are available to provide their specialist knowledge and guide you in the right direction.