Alongside delivering this service they also promise to:
For further guidance see the ISO 26000 on Social Responsibility
This content is a snippet from our online training course in impact measurement. To learn more about best practice in impact management whether you are developing a theory of change or implementing a monitoring system for your CSR department, foundation or non-profit check out our services.
Virtual and face to face training courses on Measuring Impact
Monitoring Systems for Impact Measurement
Demonstrating Impact can undoubtedly help with winning new contracts, donors, and sources of investment.
Not sure where to start? To step up your approach to impact management, think about:
Breadth of your organisational impact. Don’t just focus on measuring outcomes for commissioners or funders, but develop an organisational-wide impact strategy that enables you to assess your performance and impact against the organisation’s mission, quality standards, social responsibility and the breadth of services you offer. Why is this important, you ask? Well in a crowded market place, many organisations can claim standardised outcomes to funders, but it’s being able to demonstrate the quality and depth of the customer experience, and any added value impact that that makes your organisation unique and competitive.
Participatory Monitoring and Evaluation Processes. Train staff and beneficiaries in monitoring and evaluation practices, and actively engage them in the ongoing evaluation and continual improvement process to help shape the project strategy, assess its performance and impact, provide accountability to stakeholders and to influence policy.
Monitoring impact real-time and understand individual beneficiary experience. Investing in a client relationship management system (CRM) will enable an organisation to monitor delivery, outcomes and feedback at the individual level to provide better more intuitive relationships with beneficiaries. A CRM however also allows for data within records to be aggregated within a dashboard to give a full picture about the extent and cost of intervention provided and the associated impact, to assess performance. It’s time to do away with using spreadsheets or stand-alone surveys that lose the personal history of interaction and are inefficient to maintain and manage as an organisation grows.
Managing change and improving outcomes. Efficient impact management often requires a change in daily processes with an increasing use of technology. This can require a cultural shift in working practices of staff which needs to be managed. Adopting new systems and digital processes aims to give staff more transparency and control over the journey of their client, and staff in the charitable sector are motivated by helping clients achieve positive outcomes. A change management strategy therefore needs to focus on involving and helping staff see the positive benefits this change in approach can bring, as opposed to it being an admin chore or compliance requirement.
Heather Black is presenting a summary session on Impact Measurement at the Institute of Fundraising Convention in July, find out more here.
The best solutions should be those that can managed in-house by employees with some digital enthusiasm, but without the need for coding or technical skills. It’s really about choosing the right solution that can be implemented by experts and then self-managed. Our approach is to train and capacity-build internal resource in business analysis, Salesforce admin and change management. Very few of our clients have had prior Salesforce knowledge, and after our support approximately 90% can self-manage their Salesforce implementation.
It is well known that executive sponsorship is essential for managing change and supporting digital adoption within an organisation to be successful. Ensuring the Directors are part of digital demo’s and actively using a CRM system for their own analytics is key. They should be aware of the possibilities and clear on how digital tools can help them achieve or measure their organisational strategy. Our previous webinar on CRM for Senior Management and Trustees gives some interesting insights into gaining buy-in from your SMT.
We actively see charities adopt a CRM and integrated apps, to help them achieve all the above, whether they.. actively use online payment forms integrated with a CRM to make donor giving easier to process and manage; OR they introduce online communities to help volunteers network and support each other achieve outcomes for beneficiaries; OR they manage all of their data within a CRM to report on Management KPI’s.
Our clients adopt a ‘CRM’ as they want to improve client relationship management- it’s no longer a spreadsheet or a database, but about building a strategy and digital solutions for better engaging and managing their stakeholders, and utilising these assets. They want to engage individual donors, and understand how to also engage them in events, services or volunteering. It’s about understanding who your stakeholders, are and being intuitive in your communications. And, importantly – measuring the level of engagement and outcomes achieved by your digital strategy.
A digital strategy and skill-set spans website, social media, e-newsletters, CRM and analytics as well as other communications platforms. These digital tools need to be integrated and developed in synchronisation, to develop a joined up solution which achieves efficient results. Take the example of online payment forms for donations. This syncs customer and purchase data straight into the CRM to either align the donation with an existing contact, or create a new contact. This keeps information real-time and all in one place. The traditional silos between IT, programme management and comms departments are breaking down, and a digital transformation team needs to be created in a charity that brings interested folk to work together. We like to talk about ‘programme management’, as many of the people we work with are fundraising managers, volunteer managers or project managers, who also become the Salesforce Administrator. They can learn to manage the CRM themselves – it doesn’t require the traditional tech support!
Choosing the right CRM system for your non-profit can be a tricky process, so how do you decide? There is significant time and financial investment so you don’t want to risk getting it wrong.
We would suggest the first task is mapping out internally what a system would be used for and by whom, this process ideally would be accompanied by demos from system providers so the team understand what is possible and so can be thorough in their planning. Once you have your wish list you can then ask the right questions of system vendors.
Information to prepare about your organisation:
Questions to ask system providers..
Track Record /Reputation
We actively support non-profits to plan and prepare their requirements gathering for systems in our CRM Planning Workshop – Join the workshop to learn more http://www.economicchange.co.uk/events/
Contact us to get a demo of Salesforce CRM for your non-profit or for further support at firstname.lastname@example.org
Join our free webinar to find out how to maximise your Community Engagement Strategy using Digital Tools
Date: 27th April 1pm – 2.30pm
Our Economic Exchange events are free monthly online events set up to share specialist knowledge and insight of our team and selected partners, to support socially driven organisations to transform and improve the way they work.
During our next webinar we explore how digital skills and tools can play a key part in developing and managing relationships with a local community to generate volunteers, supporters, donors, and beneficiaries for a community business. Plus find out about the grants available through Power to Change.
Why is it important?
‘The support of the community’ was the most important success factor for community businesses cited in the Power to Change State of the Market 2016 Research Report. The community lies at the heart of a community business, and understanding how community businesses are using digital tools and practices to engage with their ‘local’ community, to engage, shape and market to them will hopefully help to empowers to develop their digital marketing strategy.
What is a Community Business
A Community Business is accountable to their local geographic community and that the profits they generate through trading deliver positive local impact. A community business could be a charity, social enterprise or trust, and actively trade to sustain their beneficiaries services. Read more here
Community businesses have an important responsibility to manage communications effectively:
During the event our speakers will share tips related to digital management strategies, processes and tools, to support the sustainability and growth of the sector, and sources of funding to implement these changes.
Heather Black, Managing Director, Economic Change
Heather will provide an overview of customer management strategies and digital tools they have provided to community business to help them improve engagement with their local community to create more visible, robust and intuitive relationships.
Economic Change is an approved support provider for Power to Change in the areas of business strategy.
Tahlia King, Marketing Manager and Consultant, Economic Change
Tahlia is a not-for-profit and community business marketing specialist, supporting the sector with strategic marketing, digital and PR & Communications support. She currently supports a community business in Kent with their marketing and is a CIM Assignment Tutor at the Oxford College of Marketing. She has previously held senior marketing positions with Social Investment Business Group and Charities Aid Foundation where she actively supported community businesses. She holds a Degree in Marketing Management, and is also CIM qualified.
Charlotte Cassedane, Communications Manager, Power to Change
Charlotte will be speaking about the different grant programmes that Power to Change offers and their ability to support the launch or sustainability of community businesses.
If your organisation is focused on capacity building and supporting other non-profit groups, organisations or businesses through the delivery of training, consultancy, grants or events , then join our next event to get inspired about how you can maximise the use of Salesforce to support your delivery, clients and evaluate what you achieve.
Join our free one hour webinar for an overview of how to manage communications, professional and financial support to your beneficiary organisations using Salesforce.
Our team have 17 years’ experience supporting infrastructure organisations to develop, manage and evaluate their support services to their clients. We combine this expertise with technology to help our clients redesign their client relationship management processes.
Our 1 hour webinar will give you an insight into the different ways for managing the delivery of your services and improving value for your members. It will give you insight on help to realise the benefits of Salesforce to help manage the wide range of functions you deliver including:
Economic Change has worked with over 30 international, national and local infrastructure organisations and grant making foundations, including Ariadne, The Plunkett Foundation, Locality, Childhood Trust, Action Hants, Selby Trust, Co-operative College, The Bulldog Trust, Peter Cundill Foundation, International Centre of Social Franchising, Pure Leapfrog, Social Enterprise UK, Visionary plus many others.
During our latest Economic Exchange webinar, we shared different approaches to shaping and realising a strategy for youth support organisations, to deliver their services whilst embracing digital technology.
We reviewed the role of data, approaches to communications and how to empower and support your team of staff and volunteers to deliver using digital tools.
To help achieve these outcomes, we also looked at a range of funders who could support the implementation of these solutions, and had a guest speaker from the Paul Hamlyn foundation.
During the webinar we covered the wide range of data metrics you could collect about young beneficiaries and volunteers to assess effectiveness of delivery and impact. We discussed how the data could inform your future strategy for delivery of services to review, improve and develop them.
We discussed how you can utilise a range of digital tools to produce well-formatted, accessible, suitable and automated communications to engage young people and volunteers.
We discussed different ways to support and engage your team of employees and volunteers to improve team working and empowerment to help realise a strategy. Three ideas included:
To learn more about these techniques and hear client case studies, you can view the recorded webinar here
To discuss our digital solutions involving impact measurement and Salesforce CRM for non-profits, contact us at email@example.com
A working example:
Aim: To replace paper based assessment exercise with engaging interactive electronic tool.
SMART objective: To reduce data analysis time by 50%.
Firstly, establish a Project Management Team
2. Ensure System Adaptability
3. Create Suitable Learning Resources
Thinking of rolling out CRM for your organisation? The following workshops will be useful:
CRM Planning Workshop: London, 28th March
Change Management Workshop: London, 6th March
Sarah Ludbrook, Project Manager and Senior Consultant
Sarah Ludbrook is an experienced and qualified Agile project manager, qualified business analyst and certified Salesforce professional. She joined Economic Change and is managing CRM implementation projects with the International Youth Foundation, Trailblazers, Shaw Trust and Visionary, amongst others.
She joined us following 5 years in-house experience developing and managing the administration of Salesforce CRM at International Services UK, VSO, Restless Development and Teach First.
She has specific expertise in using Salesforce to project manage governments funded contracts, volunteers, education programmes, deliver of front-line services, recruitment and HR on a UK and international scale. At VSO she was the sole Salesforce administrator for £60 million government contract (ICS) to recruit 14,0000 volunteers, with 245 users and 100 Chatter users across 12 charities and 27 countries.
Martin Brockwell, Project Manager and Senior Consultant
Martin specialises in large-scale Salesforce CRM implementation and roll-out with national & regional third sector organisations who support vulnerable groups, as well as grant-making and membership bodies. He previously worked on CRM implementations at NSPCC, De Paul Trust and Family Action supporting the team to measure their social impact and utilise Salesforce CRM at the latter two organisations before joining Economic Change.
At Economic Change he has supported teams from multiple office sites, with clients including Grace Eyre Foundation, Ashley Community Housing, The Refugee Council, The Bulldog Trust, Locality and Social Enterprise UK, amongst others.
As the project manager and experienced Business Analyst & Salesforce Consultant, he works alongside the client’s management team and co-ordinates efforts of the client & delivery team throughout the implementation period. Martin is qualified IT project manager with Prince 2 and has a substantial track record of successfully introducing IT systems to colleagues and clients.
Economic Exchange Event
Youth Support Organisations – Management Strategies for the Future
When: 2nd March – 10.30 am – 12 midday
We will hearing about:
Economic Exchange events are free monthly events set up to share specialist knowledge and insight of our team and selected partners, to support socially driven organisations to transform and improve the way they work. During the event our speakers will share tips related to management strategy, processes and tools, to support the sustainability and growth of the sector, and sources of funding to implement these changes.
Target Audience: Charities/Voluntary Organisations / Social Enterprises /Community Businesses
Heather Black, Managing Director, Economic Change
Heather will provide a context and overview of the landscape, a summary of impact measurement strategies for young people and digital solutions that Economic Change are currently adopting with youth support clients to measure impact, engage, and manage data securely. She will also provide an overview of funding sources available.
Sarah Ludbrook, Senior Consultant, Economic Change
Sarah will be sharing top tips on how to effectively engage, communicate and manage 1) young people as volunteers and 2) adults as volunteers to support young people. Sarah has previously co-ordinated the management processes for the International Citizenship Service project involving 12 youth focussed charities and 14,000 young volunteers, and now works with a range of organisations at Economic Change to help improve their support and management of volunteers.
Ruth Pryce, Senior Grants Manager, Paul Hamlyn Foundation phf.org.uk
Ruth will be speaking about their Youth Fund and its focus on supporting the capacity and growth of youth organisations. She will run through their funding criteria and share tips on how to prepare your funding application.
A quick point to note here: All Funders have their own guidelines, so please refer to these before answering any questions. The below pointers are just to help you anticipate some of the questions that might be asked.
Motivations: It is important to clarify your motivations for implementing a CRM and present a clear Business Case. For example: Is it going to make you compliant with data protection guidelines or procurement requirements? Is it going to help you manage business and team performance more easily, or enable you to measure your impact and report to Funders more readily? Funders often prioritise grant applications by need, so it may be valuable to articulate what could happen if you don’t invest in a system.
Return on Investment: It is useful to articulate a clear, tangible financial benefit from your investment in a CRM system, both in the short and long term. If you are going to invest £x into a system, how much do you envisage this saving you in reduced administration costs, leakage costs, or missed opportunities? How much do you envisage it helping you generate in terms of increased sales or funding?
Change Management: Funders love to see that change management has been considered, and that the organisation will properly plan and embed a change management strategy to ensure that the planning and adoption process is managed in the best way possible. Statistics show that over 60% of IT projects can fail due to underlying issues that can be prevented with a change management plan from the start. To learn more attend our Change Management workshop or our Free webinar: Rolling out a CRM nationally and internationally.
Project Management: Ideally any CRM project should be led and managed by someone who is internal and permanent to the organisation and that they have sufficient skills, time and knowledge to lend to the preparation, review and adoption process of a new system and management of internal team members and external consultants. This ensures that the project is properly managed on all sides and will reduce risks related to costs and time slippage. Agile project management is a typical approach to managing IT project these days.
Business Analysis and Requirements Gathering: If an organisation can show it has already invested in a business analysis and scoping exercise (led by someone internally or with an external consultant) to document their requirements and receive quotes for the work, this can demonstrate that the organisation is committed to implementing a CRM. A scoping session can help the team to explore the benefits, the digital opportunities, explore requirements and create a consensus, which all helps to generate internal buy-in to a CRM. To learn how to do plan your requirements properly you may wish to attend our CRM Planning Workshop on the 24th February.
If you are interested in undertaking a scoping session with your team or applying for funding for a CRM implementation, please contact firstname.lastname@example.org to find out more about grants and opportunities available.