Latest News - Economic Change

Customer Intelligence and GDPR – what do you really need to know?

Customer Intelligence and GDPR – what do you really need to know?

This month we have been talking about data protection, in respect to the upcoming GDPR legislation.



Anyone who processes personal information must comply with the six Principles of the Data Protection Act, which make sure that personal information is:

  • fairly and lawfully processed;
  • processed for limited purposes;
  • adequate, relevant and limited to what is necessary;
  • accurate and up to date;
  • not kept for longer than is necessary;
  • secure.

During our client workshops this month, we are quizzing them on the information they want to collect and hold about their contacts. We encourage them to really evaluate the ‘must have’ information, against the ‘nice to have’ information, and to gain clarify on the value, significance and use of every data field that exists in their CRM.

If there are too many fields, it’s often the case that staff won’t fill them all in. An empty database with inadequate out-dated information is pointless. So it’s good to regularly re-valuate, rationalise and review your data collection needs.

We encourage you to look at the information you hold about your organisations and contacts – and the 360 degree view you aspire to achieve, and evaluate the criteria below:

Compulsory fields  – what is the absolute minimum you must hold on a stakeholder to make the information any use to your team and to ensure you understand their communication preferences?

Core fields – What is the information you should hold about stakeholders to make their records valuable to your team for business development, customer intelligence or quality review?

Segmentation – How do you segment your stakeholders – by interest, by job role, size, or relationship with your organisation? – how do you filter your contacts and know how and why to engage with them?

Communications  Preferences – How does organisation reach out to people, and how do you know how to contact people? What are the best methods and ways of reaching your audiences?  How responsive are people to these different methods?

Intelligence – What external information might you collect, or information you gather about your stakeholders to help you understand them better? Is this external information in the public domain, is it acceptable information to hold about them?

 Level of Relationship – what is the level of interaction you have had with a stakeholder – are they a donor, volunteer or beneficiary of your organisation, or have they just signed up to a newsletter. How do you move people through a funnel of engagement with you?

Engagement Level – What level of engagement have the customers had with you. How many years and how much have they donated? How many years and how many hours have the volunteered? How many services and hours of support have the benefited from? And what has been the impact and outcomes of this intervention?

Take Action

To help implement a CRM to manage your contacts and organisations and improve your management of contact information, then contact

To watch our free data protection webinar click here.


Latest News - Economic Change

How to be a great internal Salesforce admin!

How to be a great internal Salesforce Admin!

Being an Internal Salesforce Admin can be a challenge, you have to wear many hats, with a skill set that often includes business analysis, change management, project management and salesforce expertise.

Alongside all this, it’s not normally your main job! We work with many fundraising managers, volunteer managers or programme managers, who become the internal Salesforce administrators.

At Economic Change, we mentor many internal Salesforce admin’s to help them flourish in their new role –  helping them to manage design, customisation and user adoption effectively within their non-profit.

An internal Salesforce Admin needs to think strategically, upward manage, and educate people in Salesforce and customisation.

In your role as an Internal Salesforce Admin :

  • Take time to understand the design process and technology to be adopted so you can understand and explain the functionality that is available, and gain buy-in from key stakeholders.
  • Gather, document and prioritise user requirements. Perhaps use the Case Object within your own Salesforce instance to manage user requests.
  • Manage communications with stakeholders and build good working relationships with internal staff and external consultants.
  • Have the independent authority to manage people, budget and time and sign-off requirements.

A Salesforce Admin should also apply these three key elements, to give the CRM implementation the best chance of success:

  1. Business Analysis
  2. Change Management
  3. Project Management

At Economic Change, we champion all three elements within our projects, and equip our Salesforce Admins to adopt these practices by providing mentoring support and training.

Each of these elements is a skilled discipline in its own right,

Our top three tips for successful Salesforce Admins are:


Business Analysis 

  1. Gather the detail on performance metrics and reporting requirements from your users. To help users explain their needs get them to draw the graphs they want OR show some example Dashboards to them. There are quite a few resources out there on google.
  2. Involve users in reviewing and refining business processes through group workshops that are departmental as well as cross-departmental. Help users to understand the potential of Salesforce so they can start to create a wish list of requirements, share these openly and discuss priorities as a group. Start to identify the positive benefits it will bring to personnel and the organisation to calculate return on investment.
  3. Future-proof the choice and design of system by hosting a workshop with the senior management team to showcase the capability of Salesforce and facilitate a discussion about how a wider application of Salesforce could help the organisation to achieve the wider business strategy and management objectives. To assist you invite a Salesforce consultant or Salesforce Account Exec to provide further insight and case studies of similar clients.


Change Management

  1. Find an Executive Sponsor who is fully behind the purpose and application of the CRM, who provides an investment of time and money, and leads on communications about the ‘What, Why and When’, to give weight to your work. They should also initiate the need for the senior management workshop.
  2. Working with the internal communications team create a strategy for communication, user involvement and support during the adoption process that accommodates for different team members personalities and learning types.
  3. Working with the Executive Sponsor create a ‘Carrot and Stick’ adoption strategy to ensure the new system is adopted and used by all relevant team members.


Project Management

  1. Set up a Champion Group consisting of internal staff from key business departments who use or want to use Salesforce and external experts who have complementary skills and personalities, and are committed to the success of the project. Assign specific roles to each member.
  2. Become the internal Project Manager to lead the Champions Group to organise, manage, sign-off requirements. Organise users to prepare necessary information, give them timeframes, allocate budget and track time spent for each department and requirement delivered so your time and money is accounted for.
  3. Work in an agile way, and identify and deliver an initial ‘quick-win’ implementation with one particular team or department, to generate confidence in the process and solution.

Take Action

  • management-developingJoin our monthly training workshop for internal salesforce admins who want to equip themselves with the basic knowledge of Business Analysis, Project Management and Change Management. To find out more click here.

  • Require some internal input and mentoring then join up to our Salesforce Mentoring Support Package – find out more here 

  • You can also check out own resource for Salesforce Admins at 

Latest News - Economic Change

Welcoming Clio to the Salesforce Supermums Training Programme

Salesforce Supermums Welcomes Programme Trainer, Cliodhna Egan (Clio)



We now have 15 mums on our Salesforce Supermums Training programme, who are training up to become Salesforce Administrators. Two our trainees have successfully completed the course to-date and we have successfully placed them into flexible job roles within a charity and Salesforce App Exchange partner.

Owing to the popularity of our Supermums Programme, we are thrilled to introduce to you Clio, our newest team member.

Clio is an experienced Salesforce Administrator and Trainer.  She started her career in Cloud Computing in 2003, as Senior Instructor and delivered the ADM 201 training course regularly in Dublin, London and Europe. Following this, she moved to Barcelona, Spain and worked as a Salesforce Administrator and Trainer for 8 years. Clio speaks Spanish and German fluently.

Clio will be supporting our Supermums, delivering training, support and mentoring throughout their 6 month training course.

During their participation in the six month course we equip them with training, work experience and mentoring. They will have completed multiple Trailhead badges and completed their Salesforce Administrator Certification. They will also have learnt about different Third Party Apps and gained knowledge of Agile Project Management, Change Management and Business Analysis.

Clio says of her new role: “This is such an exciting opportunity for me. To be able to train other like-minded mums in Salesforce. I’ve been through it myself, so I understand the challenges of being a working mum and finding flexible work. With Supermums, it really is possible.” 

Like what we do? 

If you are interested in hiring a Salesforce Supermum within your organisation, or are a mum interested in training up in Salesforce Admin then contact contact Debra Carlyle, Client Services Resourcing Manager at


Latest News - Economic Change

Economic Exchange Webinar GDPR: Contact Management, Communication and Data Protection

economicexchangelogowebData Protection

Economic Exchange Webinar GDPR: Contact Management, Communication and Data Protection

Watch the Webinar here

Economic Change is working with leading data protection expert Paul Ticher to help non-profits prepare for the changes in Data Protection. This includes a rethink about their contact management and communication strategies and implementing secure and robust CRM systems to manage processes and adhere to compliance. 

During our  online webinar Paul Ticher, one of the country’s leading experts in Data Protection in the voluntary sector, shared his expertise about the upcoming changes in the Data Protection Regulation, and how it could affect your contact management and communication practices.

He discussed Data Protection in the light of the ICO’s recent enforcement actions and public pronouncements, as well as the GDPR requirements that are most likely to affect small and medium-sized voluntary organisations

Economic Change will sharing best practices in terms of managing contacts and communications using CRM databases such as Salesforce and integrated systems , to achieve a compliant and structured approach across an organisation across departments.

Watch the webinar here


Latest News - Economic Change

Salesforce World Tour Recap Webinar

AAEAAQAAAAAAAAy9AAAAJGY1NTc1OTk5LWM2YmItNDMxZS04NTk0LTJlNjljNDNjMzRhNgSalesforce World Tour Recap: Using Salesforce for Programme Delivery and Impact Management 



Our MD Heather Black was delighted to speak to a packed auditorium at Salesforce World Tour in London, on how our Non-Profits use Salesforce for Programme Delivery and Impact Management.

Whether it’s managing delivery related to health, employment, social, housing, education or environmental issues – Salesforce and third party apps have been the answer for many organisations working in these sectors.


Watch our FREE recap session by webinar.


During these sessions we will be demonstrating how you can use Salesforce CRM and integrated third party apps to assist your team to effectively manage delivery of programmes and monitor outputs and outcomes to demonstrate social impact. It will help you to turn a theory of change into a full impact management solution.

The session will be of interest to potential and existing users of Salesforce CRM. It includes:

  • How to translate a Theory of Change into an Impact Management Solution.
  • Online Survey Tools to create diagnostic, application and feedback forms that integrate data straight into the CRM.
  • Ways to Capture Data using Mobile, Tablet, Text, Webchat and Computer.
  • Data Analysis Capabilities using Distance Travelled Summaries, Reports, and Snapshot Reporting.
  • Reports and Analytical Dashboards.
  • Example Case Studies.

Watch our recap session here.

Latest News - Economic Change

Presenting with Impact: A One-Off Masterclass in association with BITC arc

canstockphoto24175832In this workshop, you’ll gain the confidence and techniques to stand up and deliver your presentation with impact. Whether you’re pitching for investment, giving a presentation to your team or even speaking at a wedding, you need to stand out and deliver well. Presenting with Impact will help you to do just that.

18th May 10-4pm

You’ll learn how to:

  • Open your presentation with impact

  • Keep the audience listening to you

  • Manage your own nerves

  • Finish with a bang

  • Use PowerPoint effectively

  • Engage the audience to take the action that you want them to do

Packed with hints and tips from the world’s leading presenters, you’ll leave this workshop confident on how to best deliver your presentation. Rob Geraghty is an expert presenter and one of the UK’s leading presentation coaches. He’s worked with Apple, Vodafone, Bank of America and at the world’s leading business schools.


This workshop is delivered by Economic Change in partnership with arc Building Better Business

Cost is £80 plus VAT ( for Non- BITC arc members £30 plus VAT for members)

To register click here

Latest News - Economic Change

Economic Exchange Webinar: Digital Strategies for Community Businesses

economicexchangelogowebDigital Strategies for Community Businesses

During our latest Economic Exchange webinar, we shared different ways to shape and realise digital strategies for community businesses.

We reviewed strategic approaches to communications, and how to collect, manage and use stakeholder information using a range of digital tools and systems to better engage your community. To help achieve these outcomes, we also looked at funding options from Power to Change, and other sources.

Here are a few of the ideas we discussed…

Community businesses have an important responsibility to manage communications effectively:

  • To engage their community –generate awareness, gather perspectives and evidence of market need and demand.
  • To be accountable to their community – to gather people’s views, analyse and communicate the response to be visible and transparent.
  • To market to their community – to showcase what’s on offer and generate sales with the public.


 “No one better understands the problems of a local community than those who live there.”



Portrait of a large group of a Mixed Age people smiling and embracing together. [url=][img][/img][/url]Step 1 – Collect and Analyse Data – Building a picture of your digital customers, and how they behave is key:

By understanding who your digital customers are, you can provide effective content to reinforce your local identity, sell services and give local people a voice:

Digital data capture allows for flexibility of your data for analysis, segmentation and to help push out targeted, effective communications. Use data capture methods which feed straight into your CRM to save you time and money, and give reassurance that your data is stored safely and compliantly.

We looked at options for easy data capture, like creating online forms to feed data straight to your CRM system, offline forms via apps (which can be completed offline and uploaded once you’re able to connect to a Wifi network) and options to provide tablets to your volunteers – all with the intention of capture data to feed directly into your CRM. These are all solutions that we implement for clients at Salesforce CRM.

Step 2 – Engage – How to create effective content for your audience, and which channels to consider:2017-05-03 (2)

We discuss the importance of creating personalised digital communications to your local audience, how to approach digital communications, and the range of tools available to help you create relevant and engaging content which serves their needs, puts your business at the heart of the community, and ultimately helps your community business to thrive.

And we share our top tips for creating impactful digital campaigns:

  1. Collect and manage your data efficiently and securely with a digital tools and a CRM.
  2. Filter and analyse your data to segment and profile your digital audience
  3. Develop communication strategies for specific audiences and goals.
  4. Work with your digital community – share successes, news, ask for help, recruit
  5. Check the engagement rates of your stakeholders and adjust your strategy
  6. Integrate your digital and offline content (e.g posters, flyers etc)
  7. Plan your content – there are a lot of free digital tools available to create brilliant content
  8. Engage with a wide range of local people, businesses and other stakeholders

Take Action

Talk to Economic Change about solutions for data capture and management of stakeholder information and communications using Salesforce CRM and integrated tools e.g e-marketing, online payments etc. offer free and discounted licenses to non-profits. Contact 

power to change


Support and Funding

Charlotte Cassedanne, Communications Manager from Power to Change also talked through available funding. To keep up-to-date on funding news, you can sign up to their newsletter at


You can view the full webinar recording here.




Latest News - Economic Change

Responsible Business Week – are you in?

Are you a Responsible Non-Profit or Business?


As part of Responsible Business Week, we are championing that all organisations whether commercial or non-profit should take steps to measure their wider social, economic and environmental impact as part of their everyday operations and business practices. It’s often known as corporate social responsibility (CSR), but it’s not a practice that should be specific to just corporates. The principles apply to any organisation, and those that apply these practices are going to be more successful in the future. Here’s why.

  • There is increasing pressure to show transparency and ethics with finances.
  • Consumers are interested in purchasing from ethical organisations.
  • Non-profit organisations need to match the CSR practices of businesses in order to compete effectively and demonstrate the same level of social impact.
  • It helps apply best practice policy and principles as set out by quality kite marks and standards.
  • There is increasing emphasis on social value, where you should get more impact for your money than its core purpose. This is championed by the Social Value Act that is considered during procurement processes.


Here’s an example of how a business or organisation can be responsible in its approach. So, imagine a business is tendering for a waste collection contract in Birmingham…

Alongside delivering this service they also promise to:

  1. Advertise and undertake job recruitment surgeries within deprived wards in Birmingham with a target to recruit 20% long term unemployed into roles.
  2. Create 10 new apprenticeship roles.
  3. Recycle processing to support environmental practices.
  4. Print waste collection and recycling information in multiple languages to increase uptake of recycling amongst residents in target communities.
  5. Deliver education workshops through an employee volunteering scheme in schools about waste and recycling to raise awareness amongst the younger generation
  6. Use local or non-profit suppliers in any procurement supply chains.
  7. Donate 10% of their profit from the contract into local community environmental projects.

All of these proposed activities align to ethical practices, processes or outcome measurement indicators that can be summarised into one of six different areas as defined by the principles set out by the ISO 26000 quality standard. 

canstockphoto10953563Any organisation can work  towards the IS026000 principles.

Considering social responsible IS026000 principles may help your organisation to decide on:


  • Better processes and practices for delivering and monitoring your service.

  • New outcome indicators within your theory of change.

  • Including a wider impact CSR statement within your impact framework

  • Working towards industry standard certifications to benchmark and validate your best practice.

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. 

We offer:

Virtual and face to face training courses on Measuring Impact

Monitoring Systems for Impact Measurement 


Responsible Business Week 2017 is a unique, high-profile platform to raise awareness of responsible business. It provides an opportunity for businesses to inspire each other to make a positive impact in society and turn aspiration into action.

Latest News - Economic Change

Championing Impact Management for 2017


Championing Impact Management for 2017

Impact measurement is changing. Ahead-of-the curve organisations are embracing a more embedded approach to impact, and adopting a real-time approach. Here’s why.

Impact Management should:

  1. Prove value to funders and other stakeholders. It’s the most vital part of your brand promise.
  2. Understand beneficiary needs to innovate, evaluate and change.
  3. Evaluate performance as part of a continual improvement process.
  4. Give assurance you are achieving what you set out to do.

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.

Find out more about our Online Impact Measurement Training Course or attend our Impact Masterclass workshop here


HeathFundraising Convention 2017 blacker Black is presenting a summary session on Impact Measurement at the Institute of Fundraising Convention in July, find out more here.






Latest News - Economic Change

Charity Digital Skills Report

Charity Digital Skills Report, the EC take on things.

The newly launbuzzword_icons_finalsetv2-01ched charity digital skills report makes an interesting read, and many of the findings resonate with the day-to-day challenges we help our clients solve. Here, we look at how to use CRM to overcome some of the issues highlighted in this report around fundraising, contact management and data analytics.

#1. 67% of charities feel they don’t have the right resources in place to go digital

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.

#2. Charities are hungry for their boards and leadership teams to develop digital skills in order to seize opportunities in digital fundraising, develop competitive advantage, and stay relevant to their audience.

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.

#3. 75% of charities think growing their digital skills would help them increase fundraising, whilst 71% see opportunities to grow its network and 69% to deliver its strategy more effectively.

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.

#4. If charities want to generate more income they will need to raise their game in digital fundraising and digital business development skills, with the majority rating their skills in these areas as fair to low.

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!

To find out more about Salesforce solutions, email 
To read the whole report click here.