FundSvcs Community

You will find it in the archives with the original post! John John H. Taylor Principal, John H. Taylor Consulting 2604 Sevier St. Durham, NC 27705 johntaylorconsulting@gmail.com 919.816.5903 (cell/text) Serving the Advancement Community Since 1987 On Thu, Jan 31, 2019 at 6:26 PM Joanne Udell <judell@oc-cf.org> wrote: > John PLEASE could you Repost your attachment concerning this subject. For > some reason I did not come through for me and we are doing this right now > as well. > > Thanks > > > > *Joanne Udell* > > *Orange County Community Foundation* > > HR & Operations Manager > > 4041 MacArthur Blvd., Suite 510 > > Phone: 949.553.4202, ext.229 > > Newport Beach, CA 92660 > > Fax: 949.553.4211 > > *www.oc-cf.org <http://www.oc-cf.org/>* > > *judell@oc-cf.org <judell@oc-cf.org>* > > > > > > > > *From:* Advancement Services Discussion List < > FUNDSVCS@LISTSERV.FUNDSVCS.ORG> *On Behalf Of *Rush, Tracy > *Sent:* Thursday, January 31, 2019 2:11 PM > *To:* FUNDSVCS@LISTSERV.FUNDSVCS.ORG > *Subject:* Re: [FUNDSVCS] CRM Evaluation --how have you approached it? > > > > A corollary question—as we, too, may soon be headed down this path. Do > you have a recommendation as to best approach—do you hire counsel to assist > in the decision making process? Or just send out RFPs? What do you > consider to be the most comprehensive source of potential vendors? > > > > *From:* Advancement Services Discussion List < > FUNDSVCS@LISTSERV.FUNDSVCS.ORG> *On Behalf Of *Dominic Matar > *Sent:* Thursday, January 24, 2019 9:33 AM > *To:* FUNDSVCS@LISTSERV.FUNDSVCS.ORG > *Subject:* [External Email] Re: [FUNDSVCS] CRM Evaluation Form > > > > Wonderful insights, thank you all for sharing! > > > > On 1/23/2019 3:10 PM, Ron Eisenstein wrote: > > Superb list, John. And the framework you described, Ian, is excellent. > > > > The only thing I’d add is to consider requesting demo/sandbox accounts > from the vendors. Then, recruit different types of users who can test the > system. They will become your “champions” – something that can be handy > when the process is political. These users’ charge is to experience the > software first-hand and work through their list of assumptions (e.g. what > reports are available, how does crediting work, etc.). That process helps > everyone wrap their heads around the various pros/cons of the systems, as > well as bridge the disconnects that naturally form between expectations and > reality. > > > > The combination of their buy-in (resulting, in part, from the testing > process), along with your expertise and broad vantage point (and > scorecard), will help bring additional clarity to your decision-making > process. > > > > Best, > > Ron > > > > *Ron Eisenstein* > > Partner > > The Solas Group > > > > *http://www <http://www>.thesolasgroup.com > <https://www.thesolasgroup.com/>* | (773) 315-6014 > > > > > > *From:* Advancement Services Discussion List > <FUNDSVCS@LISTSERV.FUNDSVCS.ORG> <FUNDSVCS@LISTSERV.FUNDSVCS.ORG> *On > Behalf Of *John Taylor > *Sent:* Wednesday, January 23, 2019 1:09 PM > *To:* FUNDSVCS@LISTSERV.FUNDSVCS.ORG > *Subject:* Re: [FUNDSVCS] CRM Evaluation Form > > > > This is all great stuff! > > > > But back to Kathy's original question of a scorecard. Indeed that is the > way to go. However, coming up with what to score is the big question - and > the bigger question is how to "weight" those features. There politically > might be features that have to get more "credit" than others. > > > > Anyway, I suggest either a 3 or 5 point scale. And the attached might > give you some ideas on what to rate. > > > > John > > > > John H. Taylor > > Principal, John H. Taylor Consulting > > 2604 Sevier St. > > Durham, NC 27705 > > johntaylorconsulting@gmail.com > > 919.816.5903 (cell/text) > > > > Serving the Advancement Community Since 1987 > > > > > > On Wed, Jan 23, 2019 at 1:50 PM Ian Webster <iawebster@loyola.edu> wrote: > > Hi Dominic, > > > > Happy to share the 30,000’ process on-list. I’m not comfortable sharing > specific vendors/conclusions publicly since every organization’s needs are > unique. However, the vendors we invited for demos, and our final decision, > would be known/recognized by most on this list. If knowing specifics would > help you please email me directly. > > > > Our external facing advancement staff had been grumbling about our current > solution for years. We’ve been with our current vendor for a long time and > it hadn’t kept up with the times. We had been in a campaign so we had put > off addressing the CRM need until we finished the campaign. Last winter, > we put in a capital budget/project request that my AVP and I pitched, with > the endorsement of the VP of Advancement, to the powers that be. By > spring, the project and capital funding was approved for this FY. We > closed our campaign in May. > > > > Over the summer, a project team consisting of myself, our AVP for > operations, advancement’s “tech lead” in IT, and our IT shop’s head of > project management was formed. We gathered some preliminary > ideas/concepts/needs and identified vendor possibilities. Our project > management office lead some exercises to gather user stories where we > invited a large cross-section of our users to highlight, in their own > words, scenarios in how they use (would use) a CRM to conduct their work. > This was everyone from gift processor to MGO, Admin to AVP. We also > included a few members of other departments that have some over overlap > with advancement. The project team condensed and categorized these stories > and build the RFP off of the needs identified. > > > > The RFP was issued and we received 5 – 6 responses. The project team > reviewed all of the proposals and invited four vendors for demos. We > opened the demos to all of advancement as well as some stake holders in > other offices. Vendors were given the same suggested outline of topics and > an equal amount of time to present. After each demo, participants > completed the survey and the project team completed a more detailed survey > as I described in my earlier response. Based on the objective scores and > subjective feedback, we narrowed our list down to two vendors that were > invited back for a follow-up. The follow-up presentations were a bit more > tailored as we wanted these two vendors to address topics that they didn’t > get to in round 1 as well as address some specific follow-up/clarifying > questions. Round 2 was open to the same internal stakeholders as round 1. > > > > In November and December, the project team deliberated, checked references > and conducted some internal and external due diligence between our two > finalists. We made a decision right before the winter break and have been > in contract negotiations/review over the last couple weeks. I expect we’ll > sign the contract soon. We haven’t sketched out a project plan with the > vendor yet, but we are tentatively looking at go-live in January 2020. > > > > Hope this helps. > > > > > *Ian A. Webster *Director of Advancement Services > [image: cid:image001.gif@01CC09AF.D5BA87C0] > Loyola University Maryland > 4501 North Charles Street > Baltimore, MD 21210 > > Office: 410-617-2292 > > Mobile: 410-456-0460 > iawebster@loyola.edu > > www.loyola.edu > > > > [image: Facebook logo] <http://www.facebook.com/LoyolaMaryland>[image: > Twitter logo] <http://www.twitter.com/LoyolaMaryland> [image: Instagram > logo] <http://instagram.com/loyolamaryland> [image: Snapchat logo] > <https://www.snapchat.com/add/loyolamaryland> [image: YouTube logo] > <http://www.youtube.com/LoyolaMaryland>­ [image: LinkedIn logo] > <http://www.linkedin.com/edu/school?id=18552> > > > > > > > > *From:* Advancement Services Discussion List < > FUNDSVCS@LISTSERV.FUNDSVCS.ORG> *On Behalf Of *Dominic Matar > *Sent:* Wednesday, January 23, 2019 11:04 AM > *To:* FUNDSVCS@LISTSERV.FUNDSVCS.ORG > *Subject:* Re: [FUNDSVCS] CRM Evaluation Form > > > > Hi Ian, > > I'd love to hear about your process & conclusions too if you don't mind > sharing! > > Best, > > Dominic > > > > On 1/23/2019 10:36 AM, Ian Webster wrote: > > Hi Kathy, > > > > We just went through this process in the fall. We actually had two > evaluation forms. We had a general survey that was open to everyone that > attended the product demos (all advancement/alumni relations + campus > partners and stakeholders were invited to the demos). We had a second MUCH > more detailed survey for the project team that got into every nuance of the > RFP that was 150+ questions – this survey was done by the four of us on the > project team. > > > > The survey for end users asked some broad questions asking for a narrative > response on topics such as: perceived strengths/weaknesses; did the vendor > present solutions to business process needs; does it meet your day-to-day > needs; did the solution highlight additional benefits to your work; was > there anything that was not addressed related to your work; and general > feedback/observations. The survey then asked them to rate the product > (scale of 1 – 5) across 12 key areas: event management; mobile > functionality; moves management; communication; gift administration; > mapping; reporting and dashboards; team management and metrics; data > importing/data entry/updating data; interacting with other university > departments/non-employee access; integration/technical; and flexibility and > efficiency. > > > > Happy to chat off-line if you need more info or if you are curious about > the project team’s survey. > > > > Good luck! > > > > Ian > > > > > *Ian A. Webster *Director of Advancement Services > [image: cid:image001.gif@01CC09AF.D5BA87C0] > Loyola University Maryland > 4501 North Charles Street > Baltimore, MD 21210 > > Office: 410-617-2292 > > Mobile: 410-456-0460 > iawebster@loyola.edu > > www.loyola.edu > > > > [image: Facebook logo] <http://www.facebook.com/LoyolaMaryland>[image: > Twitter logo] <http://www.twitter.com/LoyolaMaryland> [image: Instagram > logo] <http://instagram.com/loyolamaryland> [image: Snapchat logo] > <https://www.snapchat.com/add/loyolamaryland> [image: YouTube logo] > <http://www.youtube.com/LoyolaMaryland>­ [image: LinkedIn logo] > <http://www.linkedin.com/edu/school?id=18552> > > > > > > > > *From:* Advancement Services Discussion List > <FUNDSVCS@LISTSERV.FUNDSVCS.ORG> <FUNDSVCS@LISTSERV.FUNDSVCS.ORG> *On > Behalf Of *Stuber, Kathleen > *Sent:* Wednesday, January 23, 2019 9:25 AM > *To:* FUNDSVCS@LISTSERV.FUNDSVCS.ORG > *Subject:* [FUNDSVCS] CRM Evaluation Form > > > > We are beginning the process of reviewing new CRMs to replace our current > Ellucian Advance Web product. We have scheduled three vendor > demonstrations and I wondered if anyone who has gone through this process > has developed an evaluation form they would be willing to share with me. I > was thinking of something like a rating scale of 1 to 10 with various > features outlined: > > > > Ability to email directly from CRM 1-10 > > > > Thanks in advance for your help. > > Kathy > > > > *Kathleen E. Stuber* > Assistant Vice President for Advancement Services > Division of University Advancement > > University at Buffalo > > 1022 Kimball Towers > > Buffalo, NY 14214 > > 716-881-7492 > > > > > *BOLDLY BUFFALO <http://www.buffalo.edu/campaign>* > > *THE CAMPAIGN FOR UB <http://www.buffalo.edu/campaign>* > > > > buffalo.edu/campaign <http://www.buffalo.edu/campaign> > > buffalo.edu/alumni <http://www.buffalo.edu/alumni> > > > > -- > *Dominic Matar* > Director of Advancement Services > Office of Alumni Affairs and Development > The Cooper Union for the Advancement of Science and Art > 212.353.4167 > > For online contributions, please go to: cooper.edu/give > <http://www.cooper.edu/give> > > -- > *Dominic Matar* > Director of Advancement Services > Office of Alumni Affairs and Development > The Cooper Union for the Advancement of Science and Art > 212.353.4167 > > For online contributions, please go to: cooper.edu/give > <http://www.cooper.edu/give> >

A corollary question—as we, too, may soon be headed down this path. Do you have a recommendation as to best approach—do you hire counsel to assist in the decision making process? Or just send out RFPs? What do you consider to be the most comprehensive source of potential vendors? From: Advancement Services Discussion List <FUNDSVCS@LISTSERV.FUNDSVCS.ORG> On Behalf Of Dominic Matar Sent: Thursday, January 24, 2019 9:33 AM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG Subject: [External Email] Re: [FUNDSVCS] CRM Evaluation Form Wonderful insights, thank you all for sharing! On 1/23/2019 3:10 PM, Ron Eisenstein wrote: Superb list, John. And the framework you described, Ian, is excellent. The only thing I’d add is to consider requesting demo/sandbox accounts from the vendors. Then, recruit different types of users who can test the system. They will become your “champions” – something that can be handy when the process is political. These users’ charge is to experience the software first-hand and work through their list of assumptions (e.g. what reports are available, how does crediting work, etc.). That process helps everyone wrap their heads around the various pros/cons of the systems, as well as bridge the disconnects that naturally form between expectations and reality. The combination of their buy-in (resulting, in part, from the testing process), along with your expertise and broad vantage point (and scorecard), will help bring additional clarity to your decision-making process. Best, Ron Ron Eisenstein Partner The Solas Group http://www.thesolasgroup.com<https://www.thesolasgroup.com/> | (773) 315-6014 From: Advancement Services Discussion List <FUNDSVCS@LISTSERV.FUNDSVCS.ORG><mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> On Behalf Of John Taylor Sent: Wednesday, January 23, 2019 1:09 PM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> Subject: Re: [FUNDSVCS] CRM Evaluation Form This is all great stuff! But back to Kathy's original question of a scorecard. Indeed that is the way to go. However, coming up with what to score is the big question - and the bigger question is how to "weight" those features. There politically might be features that have to get more "credit" than others. Anyway, I suggest either a 3 or 5 point scale. And the attached might give you some ideas on what to rate. John John H. Taylor Principal, John H. Taylor Consulting 2604 Sevier St. Durham, NC 27705 johntaylorconsulting@gmail.com<mailto:johntaylorconsulting@gmail.com> 919.816.5903 (cell/text) Serving the Advancement Community Since 1987 On Wed, Jan 23, 2019 at 1:50 PM Ian Webster <iawebster@loyola.edu<mailto:iawebster@loyola.edu>> wrote: Hi Dominic, Happy to share the 30,000’ process on-list. I’m not comfortable sharing specific vendors/conclusions publicly since every organization’s needs are unique. However, the vendors we invited for demos, and our final decision, would be known/recognized by most on this list. If knowing specifics would help you please email me directly. Our external facing advancement staff had been grumbling about our current solution for years. We’ve been with our current vendor for a long time and it hadn’t kept up with the times. We had been in a campaign so we had put off addressing the CRM need until we finished the campaign. Last winter, we put in a capital budget/project request that my AVP and I pitched, with the endorsement of the VP of Advancement, to the powers that be. By spring, the project and capital funding was approved for this FY. We closed our campaign in May. Over the summer, a project team consisting of myself, our AVP for operations, advancement’s “tech lead” in IT, and our IT shop’s head of project management was formed. We gathered some preliminary ideas/concepts/needs and identified vendor possibilities. Our project management office lead some exercises to gather user stories where we invited a large cross-section of our users to highlight, in their own words, scenarios in how they use (would use) a CRM to conduct their work. This was everyone from gift processor to MGO, Admin to AVP. We also included a few members of other departments that have some over overlap with advancement. The project team condensed and categorized these stories and build the RFP off of the needs identified. The RFP was issued and we received 5 – 6 responses. The project team reviewed all of the proposals and invited four vendors for demos. We opened the demos to all of advancement as well as some stake holders in other offices. Vendors were given the same suggested outline of topics and an equal amount of time to present. After each demo, participants completed the survey and the project team completed a more detailed survey as I described in my earlier response. Based on the objective scores and subjective feedback, we narrowed our list down to two vendors that were invited back for a follow-up. The follow-up presentations were a bit more tailored as we wanted these two vendors to address topics that they didn’t get to in round 1 as well as address some specific follow-up/clarifying questions. Round 2 was open to the same internal stakeholders as round 1. In November and December, the project team deliberated, checked references and conducted some internal and external due diligence between our two finalists. We made a decision right before the winter break and have been in contract negotiations/review over the last couple weeks. I expect we’ll sign the contract soon. We haven’t sketched out a project plan with the vendor yet, but we are tentatively looking at go-live in January 2020. Hope this helps. Ian A. Webster Director of Advancement Services [cid:image001.gif@01CC09AF.D5BA87C0] Loyola University Maryland 4501 North Charles Street Baltimore, MD 21210 Office: 410-617-2292 Mobile: 410-456-0460 iawebster@loyola.edu<mailto:iawebster@loyola.edu> www.loyola.edu<http://www.loyola.edu> [Facebook logo]<http://www.facebook.com/LoyolaMaryland>[Twitter logo]<http://www.twitter.com/LoyolaMaryland> [Instagram logo] <http://instagram.com/loyolamaryland> [Snapchat logo] <https://www.snapchat.com/add/loyolamaryland> [YouTube logo] <http://www.youtube.com/LoyolaMaryland> ­ [LinkedIn logo] <http://www.linkedin.com/edu/school?id=18552> From: Advancement Services Discussion List <FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG>> On Behalf Of Dominic Matar Sent: Wednesday, January 23, 2019 11:04 AM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> Subject: Re: [FUNDSVCS] CRM Evaluation Form Hi Ian, I'd love to hear about your process & conclusions too if you don't mind sharing! Best, Dominic On 1/23/2019 10:36 AM, Ian Webster wrote: Hi Kathy, We just went through this process in the fall. We actually had two evaluation forms. We had a general survey that was open to everyone that attended the product demos (all advancement/alumni relations + campus partners and stakeholders were invited to the demos). We had a second MUCH more detailed survey for the project team that got into every nuance of the RFP that was 150+ questions – this survey was done by the four of us on the project team. The survey for end users asked some broad questions asking for a narrative response on topics such as: perceived strengths/weaknesses; did the vendor present solutions to business process needs; does it meet your day-to-day needs; did the solution highlight additional benefits to your work; was there anything that was not addressed related to your work; and general feedback/observations. The survey then asked them to rate the product (scale of 1 – 5) across 12 key areas: event management; mobile functionality; moves management; communication; gift administration; mapping; reporting and dashboards; team management and metrics; data importing/data entry/updating data; interacting with other university departments/non-employee access; integration/technical; and flexibility and efficiency. Happy to chat off-line if you need more info or if you are curious about the project team’s survey. Good luck! Ian Ian A. Webster Director of Advancement Services [cid:image001.gif@01CC09AF.D5BA87C0] Loyola University Maryland 4501 North Charles Street Baltimore, MD 21210 Office: 410-617-2292 Mobile: 410-456-0460 iawebster@loyola.edu<mailto:iawebster@loyola.edu> www.loyola.edu<http://www.loyola.edu> [Facebook logo]<http://www.facebook.com/LoyolaMaryland>[Twitter logo]<http://www.twitter.com/LoyolaMaryland> [Instagram logo] <http://instagram.com/loyolamaryland> [Snapchat logo] <https://www.snapchat.com/add/loyolamaryland> [YouTube logo] <http://www.youtube.com/LoyolaMaryland> ­ [LinkedIn logo] <http://www.linkedin.com/edu/school?id=18552> From: Advancement Services Discussion List <FUNDSVCS@LISTSERV.FUNDSVCS.ORG><mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> On Behalf Of Stuber, Kathleen Sent: Wednesday, January 23, 2019 9:25 AM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> Subject: [FUNDSVCS] CRM Evaluation Form We are beginning the process of reviewing new CRMs to replace our current Ellucian Advance Web product. We have scheduled three vendor demonstrations and I wondered if anyone who has gone through this process has developed an evaluation form they would be willing to share with me. I was thinking of something like a rating scale of 1 to 10 with various features outlined: Ability to email directly from CRM 1-10 Thanks in advance for your help. Kathy Kathleen E. Stuber Assistant Vice President for Advancement Services Division of University Advancement University at Buffalo 1022 Kimball Towers Buffalo, NY 14214 716-881-7492 BOLDLY BUFFALO<http://www.buffalo.edu/campaign> THE CAMPAIGN FOR UB<http://www.buffalo.edu/campaign> buffalo.edu/campaign<http://www.buffalo.edu/campaign> buffalo.edu/alumni<http://www.buffalo.edu/alumni> -- Dominic Matar Director of Advancement Services Office of Alumni Affairs and Development The Cooper Union for the Advancement of Science and Art 212.353.4167 For online contributions, please go to: cooper.edu/give<http://www.cooper.edu/give> -- Dominic Matar Director of Advancement Services Office of Alumni Affairs and Development The Cooper Union for the Advancement of Science and Art 212.353.4167 For online contributions, please go to: cooper.edu/give<http://www.cooper.edu/give>

John PLEASE could you Repost your attachment concerning this subject. For some reason I did not come through for me and we are doing this right now as well. Thanks Joanne Udell Orange County Community Foundation HR & Operations Manager 4041 MacArthur Blvd., Suite 510 Phone: 949.553.4202, ext.229 Newport Beach, CA 92660 Fax: 949.553.4211 www.oc-cf.org<http://www.oc-cf.org/> judell@oc-cf.org From: Advancement Services Discussion List <FUNDSVCS@LISTSERV.FUNDSVCS.ORG> On Behalf Of Rush, Tracy Sent: Thursday, January 31, 2019 2:11 PM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG Subject: Re: [FUNDSVCS] CRM Evaluation --how have you approached it? A corollary question—as we, too, may soon be headed down this path. Do you have a recommendation as to best approach—do you hire counsel to assist in the decision making process? Or just send out RFPs? What do you consider to be the most comprehensive source of potential vendors? From: Advancement Services Discussion List <FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG>> On Behalf Of Dominic Matar Sent: Thursday, January 24, 2019 9:33 AM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> Subject: [External Email] Re: [FUNDSVCS] CRM Evaluation Form Wonderful insights, thank you all for sharing! On 1/23/2019 3:10 PM, Ron Eisenstein wrote: Superb list, John. And the framework you described, Ian, is excellent. The only thing I’d add is to consider requesting demo/sandbox accounts from the vendors. Then, recruit different types of users who can test the system. They will become your “champions” – something that can be handy when the process is political. These users’ charge is to experience the software first-hand and work through their list of assumptions (e.g. what reports are available, how does crediting work, etc.). That process helps everyone wrap their heads around the various pros/cons of the systems, as well as bridge the disconnects that naturally form between expectations and reality. The combination of their buy-in (resulting, in part, from the testing process), along with your expertise and broad vantage point (and scorecard), will help bring additional clarity to your decision-making process. Best, Ron Ron Eisenstein Partner The Solas Group http://www.thesolasgroup.com<https://www.thesolasgroup.com/> | (773) 315-6014 From: Advancement Services Discussion List <FUNDSVCS@LISTSERV.FUNDSVCS.ORG><mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> On Behalf Of John Taylor Sent: Wednesday, January 23, 2019 1:09 PM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> Subject: Re: [FUNDSVCS] CRM Evaluation Form This is all great stuff! But back to Kathy's original question of a scorecard. Indeed that is the way to go. However, coming up with what to score is the big question - and the bigger question is how to "weight" those features. There politically might be features that have to get more "credit" than others. Anyway, I suggest either a 3 or 5 point scale. And the attached might give you some ideas on what to rate. John John H. Taylor Principal, John H. Taylor Consulting 2604 Sevier St. Durham, NC 27705 johntaylorconsulting@gmail.com<mailto:johntaylorconsulting@gmail.com> 919.816.5903 (cell/text) Serving the Advancement Community Since 1987 On Wed, Jan 23, 2019 at 1:50 PM Ian Webster <iawebster@loyola.edu<mailto:iawebster@loyola.edu>> wrote: Hi Dominic, Happy to share the 30,000’ process on-list. I’m not comfortable sharing specific vendors/conclusions publicly since every organization’s needs are unique. However, the vendors we invited for demos, and our final decision, would be known/recognized by most on this list. If knowing specifics would help you please email me directly. Our external facing advancement staff had been grumbling about our current solution for years. We’ve been with our current vendor for a long time and it hadn’t kept up with the times. We had been in a campaign so we had put off addressing the CRM need until we finished the campaign. Last winter, we put in a capital budget/project request that my AVP and I pitched, with the endorsement of the VP of Advancement, to the powers that be. By spring, the project and capital funding was approved for this FY. We closed our campaign in May. Over the summer, a project team consisting of myself, our AVP for operations, advancement’s “tech lead” in IT, and our IT shop’s head of project management was formed. We gathered some preliminary ideas/concepts/needs and identified vendor possibilities. Our project management office lead some exercises to gather user stories where we invited a large cross-section of our users to highlight, in their own words, scenarios in how they use (would use) a CRM to conduct their work. This was everyone from gift processor to MGO, Admin to AVP. We also included a few members of other departments that have some over overlap with advancement. The project team condensed and categorized these stories and build the RFP off of the needs identified. The RFP was issued and we received 5 – 6 responses. The project team reviewed all of the proposals and invited four vendors for demos. We opened the demos to all of advancement as well as some stake holders in other offices. Vendors were given the same suggested outline of topics and an equal amount of time to present. After each demo, participants completed the survey and the project team completed a more detailed survey as I described in my earlier response. Based on the objective scores and subjective feedback, we narrowed our list down to two vendors that were invited back for a follow-up. The follow-up presentations were a bit more tailored as we wanted these two vendors to address topics that they didn’t get to in round 1 as well as address some specific follow-up/clarifying questions. Round 2 was open to the same internal stakeholders as round 1. In November and December, the project team deliberated, checked references and conducted some internal and external due diligence between our two finalists. We made a decision right before the winter break and have been in contract negotiations/review over the last couple weeks. I expect we’ll sign the contract soon. We haven’t sketched out a project plan with the vendor yet, but we are tentatively looking at go-live in January 2020. Hope this helps. Ian A. Webster Director of Advancement Services [cid:image001.gif@01CC09AF.D5BA87C0] Loyola University Maryland 4501 North Charles Street Baltimore, MD 21210 Office: 410-617-2292 Mobile: 410-456-0460 iawebster@loyola.edu<mailto:iawebster@loyola.edu> www.loyola.edu<http://www.loyola.edu> [Facebook logo]<http://www.facebook.com/LoyolaMaryland>[Twitter logo]<http://www.twitter.com/LoyolaMaryland> [Instagram logo] <http://instagram.com/loyolamaryland> [Snapchat logo] <https://www.snapchat.com/add/loyolamaryland> [YouTube logo] <http://www.youtube.com/LoyolaMaryland> ­ [LinkedIn logo] <http://www.linkedin.com/edu/school?id=18552> From: Advancement Services Discussion List <FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG>> On Behalf Of Dominic Matar Sent: Wednesday, January 23, 2019 11:04 AM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> Subject: Re: [FUNDSVCS] CRM Evaluation Form Hi Ian, I'd love to hear about your process & conclusions too if you don't mind sharing! Best, Dominic On 1/23/2019 10:36 AM, Ian Webster wrote: Hi Kathy, We just went through this process in the fall. We actually had two evaluation forms. We had a general survey that was open to everyone that attended the product demos (all advancement/alumni relations + campus partners and stakeholders were invited to the demos). We had a second MUCH more detailed survey for the project team that got into every nuance of the RFP that was 150+ questions – this survey was done by the four of us on the project team. The survey for end users asked some broad questions asking for a narrative response on topics such as: perceived strengths/weaknesses; did the vendor present solutions to business process needs; does it meet your day-to-day needs; did the solution highlight additional benefits to your work; was there anything that was not addressed related to your work; and general feedback/observations. The survey then asked them to rate the product (scale of 1 – 5) across 12 key areas: event management; mobile functionality; moves management; communication; gift administration; mapping; reporting and dashboards; team management and metrics; data importing/data entry/updating data; interacting with other university departments/non-employee access; integration/technical; and flexibility and efficiency. Happy to chat off-line if you need more info or if you are curious about the project team’s survey. Good luck! Ian Ian A. Webster Director of Advancement Services [cid:image001.gif@01CC09AF.D5BA87C0] Loyola University Maryland 4501 North Charles Street Baltimore, MD 21210 Office: 410-617-2292 Mobile: 410-456-0460 iawebster@loyola.edu<mailto:iawebster@loyola.edu> www.loyola.edu<http://www.loyola.edu> [Facebook logo]<http://www.facebook.com/LoyolaMaryland>[Twitter logo]<http://www.twitter.com/LoyolaMaryland> [Instagram logo] <http://instagram.com/loyolamaryland> [Snapchat logo] <https://www.snapchat.com/add/loyolamaryland> [YouTube logo] <http://www.youtube.com/LoyolaMaryland> ­ [LinkedIn logo] <http://www.linkedin.com/edu/school?id=18552> From: Advancement Services Discussion List <FUNDSVCS@LISTSERV.FUNDSVCS.ORG><mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> On Behalf Of Stuber, Kathleen Sent: Wednesday, January 23, 2019 9:25 AM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> Subject: [FUNDSVCS] CRM Evaluation Form We are beginning the process of reviewing new CRMs to replace our current Ellucian Advance Web product. We have scheduled three vendor demonstrations and I wondered if anyone who has gone through this process has developed an evaluation form they would be willing to share with me. I was thinking of something like a rating scale of 1 to 10 with various features outlined: Ability to email directly from CRM 1-10 Thanks in advance for your help. Kathy Kathleen E. Stuber Assistant Vice President for Advancement Services Division of University Advancement University at Buffalo 1022 Kimball Towers Buffalo, NY 14214 716-881-7492 BOLDLY BUFFALO<http://www.buffalo.edu/campaign> THE CAMPAIGN FOR UB<http://www.buffalo.edu/campaign> buffalo.edu/campaign<http://www.buffalo.edu/campaign> buffalo.edu/alumni<http://www.buffalo.edu/alumni> -- Dominic Matar Director of Advancement Services Office of Alumni Affairs and Development The Cooper Union for the Advancement of Science and Art 212.353.4167 For online contributions, please go to: cooper.edu/give<http://www.cooper.edu/give> -- Dominic Matar Director of Advancement Services Office of Alumni Affairs and Development The Cooper Union for the Advancement of Science and Art 212.353.4167 For online contributions, please go to: cooper.edu/give<http://www.cooper.edu/give>

Thank you all for your great input on a CRM evaluation form. I thought I would share what I put together – it may be a good starting point for someone else needing a CRM evaluation form. I have instructed our committee to circle their rating for each high level area based on the items included in that area. Kathy Stuber AVP Advancement Services University at Buffalo 716-881-7492 From: Advancement Services Discussion List [mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG] On Behalf Of John Taylor Sent: January 31, 2019 7:00 PM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG Subject: Re: [FUNDSVCS] CRM Evaluation --how have you approached it? You will find it in the archives with the original post! John John H. Taylor Principal, John H. Taylor Consulting 2604 Sevier St. Durham, NC 27705 johntaylorconsulting@gmail.com<mailto:johntaylorconsulting@gmail.com> 919.816.5903 (cell/text) Serving the Advancement Community Since 1987 On Thu, Jan 31, 2019 at 6:26 PM Joanne Udell <judell@oc-cf.org<mailto:judell@oc-cf.org>> wrote: John PLEASE could you Repost your attachment concerning this subject. For some reason I did not come through for me and we are doing this right now as well. Thanks Joanne Udell Orange County Community Foundation HR & Operations Manager 4041 MacArthur Blvd., Suite 510 Phone: 949.553.4202, ext.229 Newport Beach, CA 92660 Fax: 949.553.4211 www.oc-cf.org<http://www.oc-cf.org/> judell@oc-cf.org<mailto:judell@oc-cf.org> From: Advancement Services Discussion List <FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG>> On Behalf Of Rush, Tracy Sent: Thursday, January 31, 2019 2:11 PM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> Subject: Re: [FUNDSVCS] CRM Evaluation --how have you approached it? A corollary question—as we, too, may soon be headed down this path. Do you have a recommendation as to best approach—do you hire counsel to assist in the decision making process? Or just send out RFPs? What do you consider to be the most comprehensive source of potential vendors? From: Advancement Services Discussion List <FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG>> On Behalf Of Dominic Matar Sent: Thursday, January 24, 2019 9:33 AM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> Subject: [External Email] Re: [FUNDSVCS] CRM Evaluation Form Wonderful insights, thank you all for sharing! On 1/23/2019 3:10 PM, Ron Eisenstein wrote: Superb list, John. And the framework you described, Ian, is excellent. The only thing I’d add is to consider requesting demo/sandbox accounts from the vendors. Then, recruit different types of users who can test the system. They will become your “champions” – something that can be handy when the process is political. These users’ charge is to experience the software first-hand and work through their list of assumptions (e.g. what reports are available, how does crediting work, etc.). That process helps everyone wrap their heads around the various pros/cons of the systems, as well as bridge the disconnects that naturally form between expectations and reality. The combination of their buy-in (resulting, in part, from the testing process), along with your expertise and broad vantage point (and scorecard), will help bring additional clarity to your decision-making process. Best, Ron Ron Eisenstein Partner The Solas Group http://www.thesolasgroup.com<https://www.thesolasgroup.com/> | (773) 315-6014 From: Advancement Services Discussion List <FUNDSVCS@LISTSERV.FUNDSVCS.ORG><mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> On Behalf Of John Taylor Sent: Wednesday, January 23, 2019 1:09 PM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> Subject: Re: [FUNDSVCS] CRM Evaluation Form This is all great stuff! But back to Kathy's original question of a scorecard. Indeed that is the way to go. However, coming up with what to score is the big question - and the bigger question is how to "weight" those features. There politically might be features that have to get more "credit" than others. Anyway, I suggest either a 3 or 5 point scale. And the attached might give you some ideas on what to rate. John John H. Taylor Principal, John H. Taylor Consulting 2604 Sevier St. Durham, NC 27705 johntaylorconsulting@gmail.com<mailto:johntaylorconsulting@gmail.com> 919.816.5903 (cell/text) Serving the Advancement Community Since 1987 On Wed, Jan 23, 2019 at 1:50 PM Ian Webster <iawebster@loyola.edu<mailto:iawebster@loyola.edu>> wrote: Hi Dominic, Happy to share the 30,000’ process on-list. I’m not comfortable sharing specific vendors/conclusions publicly since every organization’s needs are unique. However, the vendors we invited for demos, and our final decision, would be known/recognized by most on this list. If knowing specifics would help you please email me directly. Our external facing advancement staff had been grumbling about our current solution for years. We’ve been with our current vendor for a long time and it hadn’t kept up with the times. We had been in a campaign so we had put off addressing the CRM need until we finished the campaign. Last winter, we put in a capital budget/project request that my AVP and I pitched, with the endorsement of the VP of Advancement, to the powers that be. By spring, the project and capital funding was approved for this FY. We closed our campaign in May. Over the summer, a project team consisting of myself, our AVP for operations, advancement’s “tech lead” in IT, and our IT shop’s head of project management was formed. We gathered some preliminary ideas/concepts/needs and identified vendor possibilities. Our project management office lead some exercises to gather user stories where we invited a large cross-section of our users to highlight, in their own words, scenarios in how they use (would use) a CRM to conduct their work. This was everyone from gift processor to MGO, Admin to AVP. We also included a few members of other departments that have some over overlap with advancement. The project team condensed and categorized these stories and build the RFP off of the needs identified. The RFP was issued and we received 5 – 6 responses. The project team reviewed all of the proposals and invited four vendors for demos. We opened the demos to all of advancement as well as some stake holders in other offices. Vendors were given the same suggested outline of topics and an equal amount of time to present. After each demo, participants completed the survey and the project team completed a more detailed survey as I described in my earlier response. Based on the objective scores and subjective feedback, we narrowed our list down to two vendors that were invited back for a follow-up. The follow-up presentations were a bit more tailored as we wanted these two vendors to address topics that they didn’t get to in round 1 as well as address some specific follow-up/clarifying questions. Round 2 was open to the same internal stakeholders as round 1. In November and December, the project team deliberated, checked references and conducted some internal and external due diligence between our two finalists. We made a decision right before the winter break and have been in contract negotiations/review over the last couple weeks. I expect we’ll sign the contract soon. We haven’t sketched out a project plan with the vendor yet, but we are tentatively looking at go-live in January 2020. Hope this helps. Ian A. Webster Director of Advancement Services [cid:image001.gif@01CC09AF.D5BA87C0] Loyola University Maryland 4501 North Charles Street Baltimore, MD 21210 Office: 410-617-2292 Mobile: 410-456-0460 iawebster@loyola.edu<mailto:iawebster@loyola.edu> www.loyola.edu<http://www.loyola.edu> [Facebook logo]<http://www.facebook.com/LoyolaMaryland>[Twitter logo]<http://www.twitter.com/LoyolaMaryland> [Instagram logo] <http://instagram.com/loyolamaryland> [Snapchat logo] <https://www.snapchat.com/add/loyolamaryland> [YouTube logo] <http://www.youtube.com/LoyolaMaryland> ­ [LinkedIn logo] <http://www.linkedin.com/edu/school?id=18552> From: Advancement Services Discussion List <FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG>> On Behalf Of Dominic Matar Sent: Wednesday, January 23, 2019 11:04 AM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> Subject: Re: [FUNDSVCS] CRM Evaluation Form Hi Ian, I'd love to hear about your process & conclusions too if you don't mind sharing! Best, Dominic On 1/23/2019 10:36 AM, Ian Webster wrote: Hi Kathy, We just went through this process in the fall. We actually had two evaluation forms. We had a general survey that was open to everyone that attended the product demos (all advancement/alumni relations + campus partners and stakeholders were invited to the demos). We had a second MUCH more detailed survey for the project team that got into every nuance of the RFP that was 150+ questions – this survey was done by the four of us on the project team. The survey for end users asked some broad questions asking for a narrative response on topics such as: perceived strengths/weaknesses; did the vendor present solutions to business process needs; does it meet your day-to-day needs; did the solution highlight additional benefits to your work; was there anything that was not addressed related to your work; and general feedback/observations. The survey then asked them to rate the product (scale of 1 – 5) across 12 key areas: event management; mobile functionality; moves management; communication; gift administration; mapping; reporting and dashboards; team management and metrics; data importing/data entry/updating data; interacting with other university departments/non-employee access; integration/technical; and flexibility and efficiency. Happy to chat off-line if you need more info or if you are curious about the project team’s survey. Good luck! Ian Ian A. Webster Director of Advancement Services [cid:image001.gif@01CC09AF.D5BA87C0] Loyola University Maryland 4501 North Charles Street Baltimore, MD 21210 Office: 410-617-2292 Mobile: 410-456-0460 iawebster@loyola.edu<mailto:iawebster@loyola.edu> www.loyola.edu<http://www.loyola.edu> [Facebook logo]<http://www.facebook.com/LoyolaMaryland>[Twitter logo]<http://www.twitter.com/LoyolaMaryland> [Instagram logo] <http://instagram.com/loyolamaryland> [Snapchat logo] <https://www.snapchat.com/add/loyolamaryland> [YouTube logo] <http://www.youtube.com/LoyolaMaryland> ­ [LinkedIn logo] <http://www.linkedin.com/edu/school?id=18552> From: Advancement Services Discussion List <FUNDSVCS@LISTSERV.FUNDSVCS.ORG><mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> On Behalf Of Stuber, Kathleen Sent: Wednesday, January 23, 2019 9:25 AM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> Subject: [FUNDSVCS] CRM Evaluation Form We are beginning the process of reviewing new CRMs to replace our current Ellucian Advance Web product. We have scheduled three vendor demonstrations and I wondered if anyone who has gone through this process has developed an evaluation form they would be willing to share with me. I was thinking of something like a rating scale of 1 to 10 with various features outlined: Ability to email directly from CRM 1-10 Thanks in advance for your help. Kathy Kathleen E. Stuber Assistant Vice President for Advancement Services Division of University Advancement University at Buffalo 1022 Kimball Towers Buffalo, NY 14214 716-881-7492 BOLDLY BUFFALO<http://www.buffalo.edu/campaign> THE CAMPAIGN FOR UB<http://www.buffalo.edu/campaign> buffalo.edu/campaign<http://www.buffalo.edu/campaign> buffalo.edu/alumni<http://www.buffalo.edu/alumni> -- Dominic Matar Director of Advancement Services Office of Alumni Affairs and Development The Cooper Union for the Advancement of Science and Art 212.353.4167 For online contributions, please go to: cooper.edu/give<http://www.cooper.edu/give> -- Dominic Matar Director of Advancement Services Office of Alumni Affairs and Development The Cooper Union for the Advancement of Science and Art 212.353.4167 For online contributions, please go to: cooper.edu/give<http://www.cooper.edu/give>

Thank you – that is fantastic!! I really appreciate it. Joanne Joanne Udell Orange County Community Foundation HR & Operations Manager 4041 MacArthur Blvd., Suite 510 Phone: 949.553.4202, ext.229 Newport Beach, CA 92660 Fax: 949.553.4211 www.oc-cf.org<http://www.oc-cf.org/> judell@oc-cf.org From: Advancement Services Discussion List <FUNDSVCS@LISTSERV.FUNDSVCS.ORG> On Behalf Of Stuber, Kathleen Sent: Friday, February 1, 2019 10:10 AM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG Subject: Re: [FUNDSVCS] CRM Evaluation --how have you approached it? Thank you all for your great input on a CRM evaluation form. I thought I would share what I put together – it may be a good starting point for someone else needing a CRM evaluation form. I have instructed our committee to circle their rating for each high level area based on the items included in that area. Kathy Stuber AVP Advancement Services University at Buffalo 716-881-7492 From: Advancement Services Discussion List [mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG] On Behalf Of John Taylor Sent: January 31, 2019 7:00 PM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> Subject: Re: [FUNDSVCS] CRM Evaluation --how have you approached it? You will find it in the archives with the original post! John John H. Taylor Principal, John H. Taylor Consulting 2604 Sevier St. Durham, NC 27705 johntaylorconsulting@gmail.com<mailto:johntaylorconsulting@gmail.com> 919.816.5903 (cell/text) Serving the Advancement Community Since 1987 On Thu, Jan 31, 2019 at 6:26 PM Joanne Udell <judell@oc-cf.org<mailto:judell@oc-cf.org>> wrote: John PLEASE could you Repost your attachment concerning this subject. For some reason I did not come through for me and we are doing this right now as well. Thanks Joanne Udell Orange County Community Foundation HR & Operations Manager 4041 MacArthur Blvd., Suite 510 Phone: 949.553.4202, ext.229 Newport Beach, CA 92660 Fax: 949.553.4211 www.oc-cf.org<http://www.oc-cf.org/> judell@oc-cf.org<mailto:judell@oc-cf.org> From: Advancement Services Discussion List <FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG>> On Behalf Of Rush, Tracy Sent: Thursday, January 31, 2019 2:11 PM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> Subject: Re: [FUNDSVCS] CRM Evaluation --how have you approached it? A corollary question—as we, too, may soon be headed down this path. Do you have a recommendation as to best approach—do you hire counsel to assist in the decision making process? Or just send out RFPs? What do you consider to be the most comprehensive source of potential vendors? From: Advancement Services Discussion List <FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG>> On Behalf Of Dominic Matar Sent: Thursday, January 24, 2019 9:33 AM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> Subject: [External Email] Re: [FUNDSVCS] CRM Evaluation Form Wonderful insights, thank you all for sharing! On 1/23/2019 3:10 PM, Ron Eisenstein wrote: Superb list, John. And the framework you described, Ian, is excellent. The only thing I’d add is to consider requesting demo/sandbox accounts from the vendors. Then, recruit different types of users who can test the system. They will become your “champions” – something that can be handy when the process is political. These users’ charge is to experience the software first-hand and work through their list of assumptions (e.g. what reports are available, how does crediting work, etc.). That process helps everyone wrap their heads around the various pros/cons of the systems, as well as bridge the disconnects that naturally form between expectations and reality. The combination of their buy-in (resulting, in part, from the testing process), along with your expertise and broad vantage point (and scorecard), will help bring additional clarity to your decision-making process. Best, Ron Ron Eisenstein Partner The Solas Group http://www.thesolasgroup.com<https://www.thesolasgroup.com/> | (773) 315-6014 From: Advancement Services Discussion List <FUNDSVCS@LISTSERV.FUNDSVCS.ORG><mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> On Behalf Of John Taylor Sent: Wednesday, January 23, 2019 1:09 PM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> Subject: Re: [FUNDSVCS] CRM Evaluation Form This is all great stuff! But back to Kathy's original question of a scorecard. Indeed that is the way to go. However, coming up with what to score is the big question - and the bigger question is how to "weight" those features. There politically might be features that have to get more "credit" than others. Anyway, I suggest either a 3 or 5 point scale. And the attached might give you some ideas on what to rate. John John H. Taylor Principal, John H. Taylor Consulting 2604 Sevier St. Durham, NC 27705 johntaylorconsulting@gmail.com<mailto:johntaylorconsulting@gmail.com> 919.816.5903 (cell/text) Serving the Advancement Community Since 1987 On Wed, Jan 23, 2019 at 1:50 PM Ian Webster <iawebster@loyola.edu<mailto:iawebster@loyola.edu>> wrote: Hi Dominic, Happy to share the 30,000’ process on-list. I’m not comfortable sharing specific vendors/conclusions publicly since every organization’s needs are unique. However, the vendors we invited for demos, and our final decision, would be known/recognized by most on this list. If knowing specifics would help you please email me directly. Our external facing advancement staff had been grumbling about our current solution for years. We’ve been with our current vendor for a long time and it hadn’t kept up with the times. We had been in a campaign so we had put off addressing the CRM need until we finished the campaign. Last winter, we put in a capital budget/project request that my AVP and I pitched, with the endorsement of the VP of Advancement, to the powers that be. By spring, the project and capital funding was approved for this FY. We closed our campaign in May. Over the summer, a project team consisting of myself, our AVP for operations, advancement’s “tech lead” in IT, and our IT shop’s head of project management was formed. We gathered some preliminary ideas/concepts/needs and identified vendor possibilities. Our project management office lead some exercises to gather user stories where we invited a large cross-section of our users to highlight, in their own words, scenarios in how they use (would use) a CRM to conduct their work. This was everyone from gift processor to MGO, Admin to AVP. We also included a few members of other departments that have some over overlap with advancement. The project team condensed and categorized these stories and build the RFP off of the needs identified. The RFP was issued and we received 5 – 6 responses. The project team reviewed all of the proposals and invited four vendors for demos. We opened the demos to all of advancement as well as some stake holders in other offices. Vendors were given the same suggested outline of topics and an equal amount of time to present. After each demo, participants completed the survey and the project team completed a more detailed survey as I described in my earlier response. Based on the objective scores and subjective feedback, we narrowed our list down to two vendors that were invited back for a follow-up. The follow-up presentations were a bit more tailored as we wanted these two vendors to address topics that they didn’t get to in round 1 as well as address some specific follow-up/clarifying questions. Round 2 was open to the same internal stakeholders as round 1. In November and December, the project team deliberated, checked references and conducted some internal and external due diligence between our two finalists. We made a decision right before the winter break and have been in contract negotiations/review over the last couple weeks. I expect we’ll sign the contract soon. We haven’t sketched out a project plan with the vendor yet, but we are tentatively looking at go-live in January 2020. Hope this helps. Ian A. Webster Director of Advancement Services [cid:image001.gif@01CC09AF.D5BA87C0] Loyola University Maryland 4501 North Charles Street Baltimore, MD 21210 Office: 410-617-2292 Mobile: 410-456-0460 iawebster@loyola.edu<mailto:iawebster@loyola.edu> www.loyola.edu<http://www.loyola.edu> [Facebook logo]<http://www.facebook.com/LoyolaMaryland>[Twitter logo]<http://www.twitter.com/LoyolaMaryland> [Instagram logo] <http://instagram.com/loyolamaryland> [Snapchat logo] <https://www.snapchat.com/add/loyolamaryland> [YouTube logo] <http://www.youtube.com/LoyolaMaryland> ­ [LinkedIn logo] <http://www.linkedin.com/edu/school?id=18552> From: Advancement Services Discussion List <FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG>> On Behalf Of Dominic Matar Sent: Wednesday, January 23, 2019 11:04 AM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> Subject: Re: [FUNDSVCS] CRM Evaluation Form Hi Ian, I'd love to hear about your process & conclusions too if you don't mind sharing! Best, Dominic On 1/23/2019 10:36 AM, Ian Webster wrote: Hi Kathy, We just went through this process in the fall. We actually had two evaluation forms. We had a general survey that was open to everyone that attended the product demos (all advancement/alumni relations + campus partners and stakeholders were invited to the demos). We had a second MUCH more detailed survey for the project team that got into every nuance of the RFP that was 150+ questions – this survey was done by the four of us on the project team. The survey for end users asked some broad questions asking for a narrative response on topics such as: perceived strengths/weaknesses; did the vendor present solutions to business process needs; does it meet your day-to-day needs; did the solution highlight additional benefits to your work; was there anything that was not addressed related to your work; and general feedback/observations. The survey then asked them to rate the product (scale of 1 – 5) across 12 key areas: event management; mobile functionality; moves management; communication; gift administration; mapping; reporting and dashboards; team management and metrics; data importing/data entry/updating data; interacting with other university departments/non-employee access; integration/technical; and flexibility and efficiency. Happy to chat off-line if you need more info or if you are curious about the project team’s survey. Good luck! Ian Ian A. Webster Director of Advancement Services [cid:image001.gif@01CC09AF.D5BA87C0] Loyola University Maryland 4501 North Charles Street Baltimore, MD 21210 Office: 410-617-2292 Mobile: 410-456-0460 iawebster@loyola.edu<mailto:iawebster@loyola.edu> www.loyola.edu<http://www.loyola.edu> [Facebook logo]<http://www.facebook.com/LoyolaMaryland>[Twitter logo]<http://www.twitter.com/LoyolaMaryland> [Instagram logo] <http://instagram.com/loyolamaryland> [Snapchat logo] <https://www.snapchat.com/add/loyolamaryland> [YouTube logo] <http://www.youtube.com/LoyolaMaryland> ­ [LinkedIn logo] <http://www.linkedin.com/edu/school?id=18552> From: Advancement Services Discussion List <FUNDSVCS@LISTSERV.FUNDSVCS.ORG><mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> On Behalf Of Stuber, Kathleen Sent: Wednesday, January 23, 2019 9:25 AM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> Subject: [FUNDSVCS] CRM Evaluation Form We are beginning the process of reviewing new CRMs to replace our current Ellucian Advance Web product. We have scheduled three vendor demonstrations and I wondered if anyone who has gone through this process has developed an evaluation form they would be willing to share with me. I was thinking of something like a rating scale of 1 to 10 with various features outlined: Ability to email directly from CRM 1-10 Thanks in advance for your help. Kathy Kathleen E. Stuber Assistant Vice President for Advancement Services Division of University Advancement University at Buffalo 1022 Kimball Towers Buffalo, NY 14214 716-881-7492 BOLDLY BUFFALO<http://www.buffalo.edu/campaign> THE CAMPAIGN FOR UB<http://www.buffalo.edu/campaign> buffalo.edu/campaign<http://www.buffalo.edu/campaign> buffalo.edu/alumni<http://www.buffalo.edu/alumni> -- Dominic Matar Director of Advancement Services Office of Alumni Affairs and Development The Cooper Union for the Advancement of Science and Art 212.353.4167 For online contributions, please go to: cooper.edu/give<http://www.cooper.edu/give> -- Dominic Matar Director of Advancement Services Office of Alumni Affairs and Development The Cooper Union for the Advancement of Science and Art 212.353.4167 For online contributions, please go to: cooper.edu/give<http://www.cooper.edu/give>

I’m interested to know if your organization has completed this evaluation for Raiser’s Edge or any other CRM and what the results look like. If you have done it, would you mind sharing your results? Thank you in advance. Valerie M. Nguyen Director of Advancement Services California State University, Dominguez Hills 1000 E. Victoria Street, WH-B465A Carson, California 90747 T: (310) 243-2673 | C: (310) 489-7378 E: vnguyen@csudh.edu<mailto:vnguyen@csudh.edu> www.csudh.edu/ua/advancement-services<http://www.csudh.edu/ua/advancement-services> LinkedIn: https://www.linkedin.com/in/valeriemnguyen/ [cid:image003.jpg@01D3E3CA.738373D0] Proud member of the Association of Advancement Services Professionals www.advserv.org<https://urldefense.proofpoint.com/v1/url?u=http://www.advserv.org&k=6JSkda1SE0Yss6Wblf1qjA%3D%3D%0A&r=E5nya9TBDdcm5nMCqVfv5GvWzazKAi4OhketEPwnPqg%3D%0A&m=EiTrAtOWj642XyUqCO0P5bjfP9ek627BfaXY1ikGSXM%3D%0A&s=5d8c0bb220fbc46013b7a8d150800b6664d3cfeca1a9ad985a167ce4dbf4d982> From: Advancement Services Discussion List <FUNDSVCS@LISTSERV.FUNDSVCS.ORG> On Behalf Of Stuber, Kathleen Sent: Friday, February 01, 2019 10:10 AM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG Subject: Re: [FUNDSVCS] CRM Evaluation --how have you approached it? Thank you all for your great input on a CRM evaluation form. I thought I would share what I put together – it may be a good starting point for someone else needing a CRM evaluation form. I have instructed our committee to circle their rating for each high level area based on the items included in that area. Kathy Stuber AVP Advancement Services University at Buffalo 716-881-7492 From: Advancement Services Discussion List [mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG] On Behalf Of John Taylor Sent: January 31, 2019 7:00 PM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> Subject: Re: [FUNDSVCS] CRM Evaluation --how have you approached it? You will find it in the archives with the original post! John John H. Taylor Principal, John H. Taylor Consulting 2604 Sevier St. Durham, NC 27705 johntaylorconsulting@gmail.com<mailto:johntaylorconsulting@gmail.com> 919.816.5903 (cell/text) Serving the Advancement Community Since 1987 On Thu, Jan 31, 2019 at 6:26 PM Joanne Udell <judell@oc-cf.org<mailto:judell@oc-cf.org>> wrote: John PLEASE could you Repost your attachment concerning this subject. For some reason I did not come through for me and we are doing this right now as well. Thanks Joanne Udell Orange County Community Foundation HR & Operations Manager 4041 MacArthur Blvd., Suite 510 Phone: 949.553.4202, ext.229 Newport Beach, CA 92660 Fax: 949.553.4211 www.oc-cf.org<http://www.oc-cf.org/> judell@oc-cf.org<mailto:judell@oc-cf.org> From: Advancement Services Discussion List <FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG>> On Behalf Of Rush, Tracy Sent: Thursday, January 31, 2019 2:11 PM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> Subject: Re: [FUNDSVCS] CRM Evaluation --how have you approached it? A corollary question—as we, too, may soon be headed down this path. Do you have a recommendation as to best approach—do you hire counsel to assist in the decision making process? Or just send out RFPs? What do you consider to be the most comprehensive source of potential vendors? From: Advancement Services Discussion List <FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG>> On Behalf Of Dominic Matar Sent: Thursday, January 24, 2019 9:33 AM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> Subject: [External Email] Re: [FUNDSVCS] CRM Evaluation Form Wonderful insights, thank you all for sharing! On 1/23/2019 3:10 PM, Ron Eisenstein wrote: Superb list, John. And the framework you described, Ian, is excellent. The only thing I’d add is to consider requesting demo/sandbox accounts from the vendors. Then, recruit different types of users who can test the system. They will become your “champions” – something that can be handy when the process is political. These users’ charge is to experience the software first-hand and work through their list of assumptions (e.g. what reports are available, how does crediting work, etc.). That process helps everyone wrap their heads around the various pros/cons of the systems, as well as bridge the disconnects that naturally form between expectations and reality. The combination of their buy-in (resulting, in part, from the testing process), along with your expertise and broad vantage point (and scorecard), will help bring additional clarity to your decision-making process. Best, Ron Ron Eisenstein Partner The Solas Group http://www.thesolasgroup.com<https://www.thesolasgroup.com/> | (773) 315-6014 From: Advancement Services Discussion List <FUNDSVCS@LISTSERV.FUNDSVCS.ORG><mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> On Behalf Of John Taylor Sent: Wednesday, January 23, 2019 1:09 PM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> Subject: Re: [FUNDSVCS] CRM Evaluation Form This is all great stuff! But back to Kathy's original question of a scorecard. Indeed that is the way to go. However, coming up with what to score is the big question - and the bigger question is how to "weight" those features. There politically might be features that have to get more "credit" than others. Anyway, I suggest either a 3 or 5 point scale. And the attached might give you some ideas on what to rate. John John H. Taylor Principal, John H. Taylor Consulting 2604 Sevier St. Durham, NC 27705 johntaylorconsulting@gmail.com<mailto:johntaylorconsulting@gmail.com> 919.816.5903 (cell/text) Serving the Advancement Community Since 1987 On Wed, Jan 23, 2019 at 1:50 PM Ian Webster <iawebster@loyola.edu<mailto:iawebster@loyola.edu>> wrote: Hi Dominic, Happy to share the 30,000’ process on-list. I’m not comfortable sharing specific vendors/conclusions publicly since every organization’s needs are unique. However, the vendors we invited for demos, and our final decision, would be known/recognized by most on this list. If knowing specifics would help you please email me directly. Our external facing advancement staff had been grumbling about our current solution for years. We’ve been with our current vendor for a long time and it hadn’t kept up with the times. We had been in a campaign so we had put off addressing the CRM need until we finished the campaign. Last winter, we put in a capital budget/project request that my AVP and I pitched, with the endorsement of the VP of Advancement, to the powers that be. By spring, the project and capital funding was approved for this FY. We closed our campaign in May. Over the summer, a project team consisting of myself, our AVP for operations, advancement’s “tech lead” in IT, and our IT shop’s head of project management was formed. We gathered some preliminary ideas/concepts/needs and identified vendor possibilities. Our project management office lead some exercises to gather user stories where we invited a large cross-section of our users to highlight, in their own words, scenarios in how they use (would use) a CRM to conduct their work. This was everyone from gift processor to MGO, Admin to AVP. We also included a few members of other departments that have some over overlap with advancement. The project team condensed and categorized these stories and build the RFP off of the needs identified. The RFP was issued and we received 5 – 6 responses. The project team reviewed all of the proposals and invited four vendors for demos. We opened the demos to all of advancement as well as some stake holders in other offices. Vendors were given the same suggested outline of topics and an equal amount of time to present. After each demo, participants completed the survey and the project team completed a more detailed survey as I described in my earlier response. Based on the objective scores and subjective feedback, we narrowed our list down to two vendors that were invited back for a follow-up. The follow-up presentations were a bit more tailored as we wanted these two vendors to address topics that they didn’t get to in round 1 as well as address some specific follow-up/clarifying questions. Round 2 was open to the same internal stakeholders as round 1. In November and December, the project team deliberated, checked references and conducted some internal and external due diligence between our two finalists. We made a decision right before the winter break and have been in contract negotiations/review over the last couple weeks. I expect we’ll sign the contract soon. We haven’t sketched out a project plan with the vendor yet, but we are tentatively looking at go-live in January 2020. Hope this helps. Ian A. Webster Director of Advancement Services [cid:image001.gif@01CC09AF.D5BA87C0] Loyola University Maryland 4501 North Charles Street Baltimore, MD 21210 Office: 410-617-2292 Mobile: 410-456-0460 iawebster@loyola.edu<mailto:iawebster@loyola.edu> www.loyola.edu<http://www.loyola.edu> [Facebook logo]<http://www.facebook.com/LoyolaMaryland>[Twitter logo]<http://www.twitter.com/LoyolaMaryland> [Instagram logo] <http://instagram.com/loyolamaryland> [Snapchat logo] <https://www.snapchat.com/add/loyolamaryland> [YouTube logo] <http://www.youtube.com/LoyolaMaryland> ­ [LinkedIn logo] <http://www.linkedin.com/edu/school?id=18552> From: Advancement Services Discussion List <FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG>> On Behalf Of Dominic Matar Sent: Wednesday, January 23, 2019 11:04 AM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> Subject: Re: [FUNDSVCS] CRM Evaluation Form Hi Ian, I'd love to hear about your process & conclusions too if you don't mind sharing! Best, Dominic On 1/23/2019 10:36 AM, Ian Webster wrote: Hi Kathy, We just went through this process in the fall. We actually had two evaluation forms. We had a general survey that was open to everyone that attended the product demos (all advancement/alumni relations + campus partners and stakeholders were invited to the demos). We had a second MUCH more detailed survey for the project team that got into every nuance of the RFP that was 150+ questions – this survey was done by the four of us on the project team. The survey for end users asked some broad questions asking for a narrative response on topics such as: perceived strengths/weaknesses; did the vendor present solutions to business process needs; does it meet your day-to-day needs; did the solution highlight additional benefits to your work; was there anything that was not addressed related to your work; and general feedback/observations. The survey then asked them to rate the product (scale of 1 – 5) across 12 key areas: event management; mobile functionality; moves management; communication; gift administration; mapping; reporting and dashboards; team management and metrics; data importing/data entry/updating data; interacting with other university departments/non-employee access; integration/technical; and flexibility and efficiency. Happy to chat off-line if you need more info or if you are curious about the project team’s survey. Good luck! Ian Ian A. Webster Director of Advancement Services [cid:image001.gif@01CC09AF.D5BA87C0] Loyola University Maryland 4501 North Charles Street Baltimore, MD 21210 Office: 410-617-2292 Mobile: 410-456-0460 iawebster@loyola.edu<mailto:iawebster@loyola.edu> www.loyola.edu<http://www.loyola.edu> [Facebook logo]<http://www.facebook.com/LoyolaMaryland>[Twitter logo]<http://www.twitter.com/LoyolaMaryland> [Instagram logo] <http://instagram.com/loyolamaryland> [Snapchat logo] <https://www.snapchat.com/add/loyolamaryland> [YouTube logo] <http://www.youtube.com/LoyolaMaryland> ­ [LinkedIn logo] <http://www.linkedin.com/edu/school?id=18552> From: Advancement Services Discussion List <FUNDSVCS@LISTSERV.FUNDSVCS.ORG><mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> On Behalf Of Stuber, Kathleen Sent: Wednesday, January 23, 2019 9:25 AM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> Subject: [FUNDSVCS] CRM Evaluation Form We are beginning the process of reviewing new CRMs to replace our current Ellucian Advance Web product. We have scheduled three vendor demonstrations and I wondered if anyone who has gone through this process has developed an evaluation form they would be willing to share with me. I was thinking of something like a rating scale of 1 to 10 with various features outlined: Ability to email directly from CRM 1-10 Thanks in advance for your help. Kathy Kathleen E. Stuber Assistant Vice President for Advancement Services Division of University Advancement University at Buffalo 1022 Kimball Towers Buffalo, NY 14214 716-881-7492 BOLDLY BUFFALO<http://www.buffalo.edu/campaign> THE CAMPAIGN FOR UB<http://www.buffalo.edu/campaign> buffalo.edu/campaign<http://www.buffalo.edu/campaign> buffalo.edu/alumni<http://www.buffalo.edu/alumni> -- Dominic Matar Director of Advancement Services Office of Alumni Affairs and Development The Cooper Union for the Advancement of Science and Art 212.353.4167 For online contributions, please go to: cooper.edu/give<http://www.cooper.edu/give> -- Dominic Matar Director of Advancement Services Office of Alumni Affairs and Development The Cooper Union for the Advancement of Science and Art 212.353.4167 For online contributions, please go to: cooper.edu/give<http://www.cooper.edu/give>

We have not evaluated any CRMs yet, but will be doing so in the next two weeks. I would be happy to share our results off line. From: Advancement Services Discussion List [mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG] On Behalf Of Valerie Nguyen Sent: February 01, 2019 2:44 PM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG Subject: Re: [FUNDSVCS] CRM Evaluation --how have you approached it? I’m interested to know if your organization has completed this evaluation for Raiser’s Edge or any other CRM and what the results look like. If you have done it, would you mind sharing your results? Thank you in advance. Valerie M. Nguyen Director of Advancement Services California State University, Dominguez Hills 1000 E. Victoria Street, WH-B465A Carson, California 90747 T: (310) 243-2673 | C: (310) 489-7378 E: vnguyen@csudh.edu<mailto:vnguyen@csudh.edu> www.csudh.edu/ua/advancement-services<http://www.csudh.edu/ua/advancement-services> LinkedIn: https://www.linkedin.com/in/valeriemnguyen/ [cid:image003.jpg@01D3E3CA.738373D0] Proud member of the Association of Advancement Services Professionals www.advserv.org<https://urldefense.proofpoint.com/v1/url?u=http://www.advserv.org&k=6JSkda1SE0Yss6Wblf1qjA%3D%3D%0A&r=E5nya9TBDdcm5nMCqVfv5GvWzazKAi4OhketEPwnPqg%3D%0A&m=EiTrAtOWj642XyUqCO0P5bjfP9ek627BfaXY1ikGSXM%3D%0A&s=5d8c0bb220fbc46013b7a8d150800b6664d3cfeca1a9ad985a167ce4dbf4d982> From: Advancement Services Discussion List <FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG>> On Behalf Of Stuber, Kathleen Sent: Friday, February 01, 2019 10:10 AM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> Subject: Re: [FUNDSVCS] CRM Evaluation --how have you approached it? Thank you all for your great input on a CRM evaluation form. I thought I would share what I put together – it may be a good starting point for someone else needing a CRM evaluation form. I have instructed our committee to circle their rating for each high level area based on the items included in that area. Kathy Stuber AVP Advancement Services University at Buffalo 716-881-7492 From: Advancement Services Discussion List [mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG] On Behalf Of John Taylor Sent: January 31, 2019 7:00 PM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> Subject: Re: [FUNDSVCS] CRM Evaluation --how have you approached it? You will find it in the archives with the original post! John John H. Taylor Principal, John H. Taylor Consulting 2604 Sevier St. Durham, NC 27705 johntaylorconsulting@gmail.com<mailto:johntaylorconsulting@gmail.com> 919.816.5903 (cell/text) Serving the Advancement Community Since 1987 On Thu, Jan 31, 2019 at 6:26 PM Joanne Udell <judell@oc-cf.org<mailto:judell@oc-cf.org>> wrote: John PLEASE could you Repost your attachment concerning this subject. For some reason I did not come through for me and we are doing this right now as well. Thanks Joanne Udell Orange County Community Foundation HR & Operations Manager 4041 MacArthur Blvd., Suite 510 Phone: 949.553.4202, ext.229 Newport Beach, CA 92660 Fax: 949.553.4211 www.oc-cf.org<http://www.oc-cf.org/> judell@oc-cf.org<mailto:judell@oc-cf.org> From: Advancement Services Discussion List <FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG>> On Behalf Of Rush, Tracy Sent: Thursday, January 31, 2019 2:11 PM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> Subject: Re: [FUNDSVCS] CRM Evaluation --how have you approached it? A corollary question—as we, too, may soon be headed down this path. Do you have a recommendation as to best approach—do you hire counsel to assist in the decision making process? Or just send out RFPs? What do you consider to be the most comprehensive source of potential vendors? From: Advancement Services Discussion List <FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG>> On Behalf Of Dominic Matar Sent: Thursday, January 24, 2019 9:33 AM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> Subject: [External Email] Re: [FUNDSVCS] CRM Evaluation Form Wonderful insights, thank you all for sharing! On 1/23/2019 3:10 PM, Ron Eisenstein wrote: Superb list, John. And the framework you described, Ian, is excellent. The only thing I’d add is to consider requesting demo/sandbox accounts from the vendors. Then, recruit different types of users who can test the system. They will become your “champions” – something that can be handy when the process is political. These users’ charge is to experience the software first-hand and work through their list of assumptions (e.g. what reports are available, how does crediting work, etc.). That process helps everyone wrap their heads around the various pros/cons of the systems, as well as bridge the disconnects that naturally form between expectations and reality. The combination of their buy-in (resulting, in part, from the testing process), along with your expertise and broad vantage point (and scorecard), will help bring additional clarity to your decision-making process. Best, Ron Ron Eisenstein Partner The Solas Group http://www.thesolasgroup.com<https://www.thesolasgroup.com/> | (773) 315-6014 From: Advancement Services Discussion List <FUNDSVCS@LISTSERV.FUNDSVCS.ORG><mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> On Behalf Of John Taylor Sent: Wednesday, January 23, 2019 1:09 PM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> Subject: Re: [FUNDSVCS] CRM Evaluation Form This is all great stuff! But back to Kathy's original question of a scorecard. Indeed that is the way to go. However, coming up with what to score is the big question - and the bigger question is how to "weight" those features. There politically might be features that have to get more "credit" than others. Anyway, I suggest either a 3 or 5 point scale. And the attached might give you some ideas on what to rate. John John H. Taylor Principal, John H. Taylor Consulting 2604 Sevier St. Durham, NC 27705 johntaylorconsulting@gmail.com<mailto:johntaylorconsulting@gmail.com> 919.816.5903 (cell/text) Serving the Advancement Community Since 1987 On Wed, Jan 23, 2019 at 1:50 PM Ian Webster <iawebster@loyola.edu<mailto:iawebster@loyola.edu>> wrote: Hi Dominic, Happy to share the 30,000’ process on-list. I’m not comfortable sharing specific vendors/conclusions publicly since every organization’s needs are unique. However, the vendors we invited for demos, and our final decision, would be known/recognized by most on this list. If knowing specifics would help you please email me directly. Our external facing advancement staff had been grumbling about our current solution for years. We’ve been with our current vendor for a long time and it hadn’t kept up with the times. We had been in a campaign so we had put off addressing the CRM need until we finished the campaign. Last winter, we put in a capital budget/project request that my AVP and I pitched, with the endorsement of the VP of Advancement, to the powers that be. By spring, the project and capital funding was approved for this FY. We closed our campaign in May. Over the summer, a project team consisting of myself, our AVP for operations, advancement’s “tech lead” in IT, and our IT shop’s head of project management was formed. We gathered some preliminary ideas/concepts/needs and identified vendor possibilities. Our project management office lead some exercises to gather user stories where we invited a large cross-section of our users to highlight, in their own words, scenarios in how they use (would use) a CRM to conduct their work. This was everyone from gift processor to MGO, Admin to AVP. We also included a few members of other departments that have some over overlap with advancement. The project team condensed and categorized these stories and build the RFP off of the needs identified. The RFP was issued and we received 5 – 6 responses. The project team reviewed all of the proposals and invited four vendors for demos. We opened the demos to all of advancement as well as some stake holders in other offices. Vendors were given the same suggested outline of topics and an equal amount of time to present. After each demo, participants completed the survey and the project team completed a more detailed survey as I described in my earlier response. Based on the objective scores and subjective feedback, we narrowed our list down to two vendors that were invited back for a follow-up. The follow-up presentations were a bit more tailored as we wanted these two vendors to address topics that they didn’t get to in round 1 as well as address some specific follow-up/clarifying questions. Round 2 was open to the same internal stakeholders as round 1. In November and December, the project team deliberated, checked references and conducted some internal and external due diligence between our two finalists. We made a decision right before the winter break and have been in contract negotiations/review over the last couple weeks. I expect we’ll sign the contract soon. We haven’t sketched out a project plan with the vendor yet, but we are tentatively looking at go-live in January 2020. Hope this helps. Ian A. Webster Director of Advancement Services [cid:image001.gif@01CC09AF.D5BA87C0] Loyola University Maryland 4501 North Charles Street Baltimore, MD 21210 Office: 410-617-2292 Mobile: 410-456-0460 iawebster@loyola.edu<mailto:iawebster@loyola.edu> www.loyola.edu<http://www.loyola.edu> [Facebook logo]<http://www.facebook.com/LoyolaMaryland>[Twitter logo]<http://www.twitter.com/LoyolaMaryland> [Instagram logo] <http://instagram.com/loyolamaryland> [Snapchat logo] <https://www.snapchat.com/add/loyolamaryland> [YouTube logo] <http://www.youtube.com/LoyolaMaryland> ­ [LinkedIn logo] <http://www.linkedin.com/edu/school?id=18552> From: Advancement Services Discussion List <FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG>> On Behalf Of Dominic Matar Sent: Wednesday, January 23, 2019 11:04 AM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> Subject: Re: [FUNDSVCS] CRM Evaluation Form Hi Ian, I'd love to hear about your process & conclusions too if you don't mind sharing! Best, Dominic On 1/23/2019 10:36 AM, Ian Webster wrote: Hi Kathy, We just went through this process in the fall. We actually had two evaluation forms. We had a general survey that was open to everyone that attended the product demos (all advancement/alumni relations + campus partners and stakeholders were invited to the demos). We had a second MUCH more detailed survey for the project team that got into every nuance of the RFP that was 150+ questions – this survey was done by the four of us on the project team. The survey for end users asked some broad questions asking for a narrative response on topics such as: perceived strengths/weaknesses; did the vendor present solutions to business process needs; does it meet your day-to-day needs; did the solution highlight additional benefits to your work; was there anything that was not addressed related to your work; and general feedback/observations. The survey then asked them to rate the product (scale of 1 – 5) across 12 key areas: event management; mobile functionality; moves management; communication; gift administration; mapping; reporting and dashboards; team management and metrics; data importing/data entry/updating data; interacting with other university departments/non-employee access; integration/technical; and flexibility and efficiency. Happy to chat off-line if you need more info or if you are curious about the project team’s survey. Good luck! Ian Ian A. Webster Director of Advancement Services [cid:image001.gif@01CC09AF.D5BA87C0] Loyola University Maryland 4501 North Charles Street Baltimore, MD 21210 Office: 410-617-2292 Mobile: 410-456-0460 iawebster@loyola.edu<mailto:iawebster@loyola.edu> www.loyola.edu<http://www.loyola.edu> [Facebook logo]<http://www.facebook.com/LoyolaMaryland>[Twitter logo]<http://www.twitter.com/LoyolaMaryland> [Instagram logo] <http://instagram.com/loyolamaryland> [Snapchat logo] <https://www.snapchat.com/add/loyolamaryland> [YouTube logo] <http://www.youtube.com/LoyolaMaryland> ­ [LinkedIn logo] <http://www.linkedin.com/edu/school?id=18552> From: Advancement Services Discussion List <FUNDSVCS@LISTSERV.FUNDSVCS.ORG><mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> On Behalf Of Stuber, Kathleen Sent: Wednesday, January 23, 2019 9:25 AM To: FUNDSVCS@LISTSERV.FUNDSVCS.ORG<mailto:FUNDSVCS@LISTSERV.FUNDSVCS.ORG> Subject: [FUNDSVCS] CRM Evaluation Form We are beginning the process of reviewing new CRMs to replace our current Ellucian Advance Web product. We have scheduled three vendor demonstrations and I wondered if anyone who has gone through this process has developed an evaluation form they would be willing to share with me. I was thinking of something like a rating scale of 1 to 10 with various features outlined: Ability to email directly from CRM 1-10 Thanks in advance for your help. Kathy Kathleen E. Stuber Assistant Vice President for Advancement Services Division of University Advancement University at Buffalo 1022 Kimball Towers Buffalo, NY 14214 716-881-7492 BOLDLY BUFFALO<http://www.buffalo.edu/campaign> THE CAMPAIGN FOR UB<http://www.buffalo.edu/campaign> buffalo.edu/campaign<http://www.buffalo.edu/campaign> buffalo.edu/alumni<http://www.buffalo.edu/alumni> -- Dominic Matar Director of Advancement Services Office of Alumni Affairs and Development The Cooper Union for the Advancement of Science and Art 212.353.4167 For online contributions, please go to: cooper.edu/give<http://www.cooper.edu/give> -- Dominic Matar Director of Advancement Services Office of Alumni Affairs and Development The Cooper Union for the Advancement of Science and Art 212.353.4167 For online contributions, please go to: cooper.edu/give<http://www.cooper.edu/give>