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CRM Guide - Before you start

Before you start researching and deciding on a new CRM, there are a few things you should take stock of first. These are important as they will help you decide your next steps.

Implementing a database is not:

  • Something you can do without support from either a specialist or team members
  • A one-off exercise - CRMs have to be maintained on an ongoing basis
  • Just taking what you have now and moving it to another system
  • Optional! You don’t have to invest in a system the minute you start a charity/non-profit, but you do need a process in place for handling data.

Can you do this yourself? Maybe, maybe not!

If you have time to invest in this process, and you have someone with the experience to accurately work with your team to extract requirements and select a system, then yes. Otherwise we would recommend working with a consultant throughout.

First let's work out which of these you are:

We don't have a CRM - we have spreadsheets, MS/Google forms/other form software, documents
You can go straight to the Discovery phase 👍

We already have a CRM - it is not fit for purpose
My first question here is always - are you sure? How do you know, and what work have you done to establish this? Often the answers include:

  • everyone hates it and they don't use it

  • no one knows how to use it

  • I can't record the data I need

  • I can't get the data out I need.

These are all symptoms of a poorly implemented/embedded/maintained (*delete as appropriate) CRM. It may well be it still isn't actually fit for purpose, but these are not the reasons why. Instead ask yourself:

  • Are our processes clear?

  • Do we know what data we need to collect?

  • Do we know what data we want to report on?

  • Do we understand our technical abilities to maintain a system?

My advice is to not rule out your current system until you have been through a discovery phase.  When you get to the selection and evaluation phase, make sure you include your current system in the mix. If you still rule it out then no problem, but don't make that call too soon.

Read through the following pages to give you a better view on whether you think you can undertake this yourself.