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look at all of your different constituents. They're often marketed as "all-inone" database solutions.TECHSOUP PARTNERSIs a CRM a good fit for your nonprofit or charity? Let's take a closer look atsome of the determining factors before diving into recommendations aboutspecific tools available to you.Do I Need a CRM System?Think of constituent relationship management like fishing: You can use ashallow net and catch a lot of fish, or a deep net to catch those big guyslurking at the bottom. In other words, if you need to track a little bit ofinformation about many different kinds of things, a CRM might be a goodfit, but if you need to track a whole bunch of very detailed informationabout just one aspect of your work, you may want a database devotedRELATED PRODUCTSsolely to that part.For a real-world example, consider a homeless shelter that needs tomanage open beds, check-ins at curfew, and confidential referrals to rehabclinics. A case management system could manage that aspect of the work,but a CRM might be a compelling approach to manage donors, volunteers,and event attendees. It's fine to maintain separate systems alongside aCRM, as long as the data in each system is clean and up-to-date and it'srelatively easy to import and export data between them.NonProfitEasy EasyStart Plan 1-YearSubscription(Discounted)Dynamics CRM Server2013CRMs are, by design, very flexible, but they require a fair amount ofcustomization in order to meet your specific needs. That customizability istheir strength and weakness. Since most systems come out of the boxwithout much specific infrastructure built in, the transition process willrequire lots of staff oversight to design and tailor features for your organization. However, once the process is over, you'llhave a system that fits your needs without the cost or aggravation of building an entire custom database from scratch.And because custom fields and modules are relatively straightforward to add, a good CRM will be able to accommodatenew processes implemented by your organization without too many growing pains.Unless you're very comfortable with technology, you'll probably have to hire a consultant to set up your system during theinitial customization process, and to be available as needed for ongoing technical support. By modifying out-of-the-boxplatforms, however, you'll be able to track constituents in a number of different groups — not just donors, members, andvolunteers — and see the different ways that they interact with your organization. You'll also be able to track yourorganization's communications with its constituents if you use the database to send emails and record other interactionssuch as meetings and phone calls.An experienced consultant can even build in features that go beyond basic constituent tracking, such as member duesrenewal and sophisticated event workflows. The cost of implementing these adjustments to fit your company's processeswill often be offset by a lower ongoing cost — some of the platforms we'll cover don't cost anything to acquire. Anotherasset of CRM systems is their ability to integrate with an organization's website, social media presence, and broadcastemail.Comparing the Tools"CRM" has become something of a buzzword in the nonprofit technology sector, and is often appended to specializeddatabases that don't really fit the definition of a true constituent relationship management system. This is not to say thatthese software systems couldn't help you manage your relationships with your constituents, just that they don't meet thestrictest definition of the tool. Below, we look at the four systems that do meet the definition: flexible, customizable, all-inone systems able to integrate with your online communication strategy as well as your fundraising, case management,event management, and other activities.Free to Acquire, but Not to MaintainCiviCRM

CiviCRM is an open-source, web-based CRM system offered for download at no charge. However, you'll almost certainlyneed a consulting firm to configure the software to your nonprofit's specific needs. Luckily, CiviCRM consultants arebecoming easier to find, and there's an active community of nonprofit users who help develop and beta-test newdevelopments. It's quite strong in helping you keep track of your constituents, households, and donations, and offershelpful event management and broadcast email functionality as well.CiviCRM does have a few drawbacks — if your organization requires a CRM with sophisticated accounting and billingfeatures, you may want to choose another system, as CiviCRM will require a lot of additional work. The user interfaceisn't always the most intuitive, either, although many improvements have been made in the past few years.With customization, though, it's a system that could help your organization function more smoothly. Some of the out-ofthe-box functionality includes CiviCase, a basic case management system; CiviSchool, which is meant to manageeducational programs; and a new feature called CiviBox Office, which allows for sophisticated, airline-style seat selectionfor ticketed events. Beyond these ready-to-go modules, customization of the software could cost anywhere between 2,000 and 50,000, based on the complexity of the organization's needs. A consultant would almost certainly need tomanage the customization, and could also manage the migration from your previous system and any technical supportthat might be needed down the line.SalesforceSalesforce is a CRM platform used widely in the for-profit world. The company offers up to 10 user licenses of theEnterprise edition, one of the tiers of the system, free of charge to qualifying organizations. Salesforce also has animplementation called the Nonprofit Starter Pack that's ready-made to fit the needs of nonprofits. The system is cloudbased and doesn't require dedicated hardware or a server. Strong in household management, donation management,and member management, Salesforce is not as strong out of the box in event or case management.A defining feature of Salesforce is the App Exchange, a bustling online marketplace where developers sell applicationsdesigned to sit on top of the platform. There are hundreds of apps for sale, and many have been designed especially fornonprofits. These are usually offered on a monthly subscription basis, and the cost can add up, but it can also addsubstantial capabilities to the system.For smaller nonprofits, Salesforce is technically free, but to properly configure and support the system, you'll need theservices of someone tech-savvy enough to navigate its substantial technical intricacies and possibilities. For instance, theapps you'd need to assemble a system that meets the requirements for most religious organizations could potentially costyou thousands of dollars per year. Larger nonprofits that need more than 10 user licenses would need to negotiate acontract with the company.CRMs with Subscription CostsSugarCRMSugarCRM is an open-source, web-based CRM system designed for for-profit businesses. The system vendors make nobones about their desire to challenge Salesforce for the title of most widely used CRM for enterprise. Consultants for thetool have also begun to court the nonprofit sphere.SugarCRM is a powerful and user-friendly system but doesn't have a widely available customization for nonprofits like theother tools profiled here, so a consultant would have to build in donation management, event support, and other basicfeatures. Almost all of the out-of-the-box language is geared toward the sales process, although the fields and modulescan be modified extensively. Still, many basic features that nonprofits need will require workarounds, and SugarCRMdoesn't have the ability to integrate with a nonprofit's website as seamlessly as do other CRM products.An organization looking to implement SugarCRM would need to work closely with a consultant to tailor the software to theorganization, but once the customization process was completed, SugarCRM might be a helpful relationshipmanagement tool. Pricing for SugarCRM is based on a tiered system — there's an open-source implementation calledthe Community Edition, which is free. Most nonprofits would want to start at the higher-level options, which rangebetween 420 and 1,200 per staff user per year. And a consulting company would charge fees around the 10,000mark to get the system up and running.Microsoft Dynamics

Microsoft DynamicsMicrosoft Dynamics CRM is the software giant's answer to an integrated CRM system, and is designed to be an all-inone database accommodating all of an organization's needs. The Nonprofit Template, developed by Microsoft andavailable at no charge to sit on top of the CRM, transforms the out-of-the-box sales-centric tool into a nonprofit-centricplatform. The system is pretty user-friendly, especially if you're used to Office products, and is able to handle donationmanagement, reporting, member management, direct mail correspondence, and email. Event management and webportal capabilities are available for an extra fee but require additional configuration and more advanced technicalknowledge to implement.[Editor's note: Microsoft Dynamics CRM is available as a donated product through TechSoup to qualified nonprofits andcharities. TechSoup also offers NetSuite, an integrated, cloud-based business management software solution.]Other OptionsOther vendors have harnessed the power of CRM and offered managed packages, or products you can subscribe to thatare built on CRM platforms but marketed toward specific segments of the marketplace, like cultural organizations. Thesecome with most of the features you'd need already built in, and usually require a monthly or annual subscription.ConclusionWhether with volunteers, donors, constituents, lawmakers, or anyone else, your nonprofit relies on its relationships to dothe day-to-day work that effects change in the world and meets its mission. Managing those relationships is an ongoingchallenge, but finding the right tool makes it easier by eliminating unnecessary obstacles and helping you focus on thepersonal aspect of these relationships.A CRM isn't the solution for every organization, and those with specialized needs or highly focused interactions maybenefit from a more specific system. It's not uncommon for donors to also be volunteers, or for constituents to donate. Bytracking your relationships and making records quickly and easily accessible, a good CRM facilitates your work by lettingyou map the way people truly interact with your organization — even when those interactions overlap.Thanks to the following nonprofit technology professionals for their recommendations, advice, and other help:Heller ConsultingDerek Shealy and Jennifer Marlett, ConcentrixShawn Michael, Better than Bitter ConsultingJane Ryan Beck, RayogramSean Speer, Exponent PartnersCopyright 2014 TechSoup Global. This work is published under a Creative Commons Attribution-NonCommercialNoDerivs 3.0 License.Not a TechSoup member?Join today to access dodiscounts for your nonpMore TechSoupOur SupportersAbout UsBecome a Donor PartnerOur MissionMeet Our Donor PartnersTechSoup GlobalMeet Our FundersOur Global NetworkTestimonials1Sign UpRegisterAssociateOrganizaJoin N

Subscribe to Our NewsletterCountry: United StatesGet Products and ServicesHomeSupportMembers Log InOn the Web:Articles and How To'sCommunityResourcesSupportDonor and Grants ManagementTypes of Databases for Managing ConstituentsTypes of Databases for Managing ConstituentsWhich kind of system makes sense for your nonprofit?Laura S. Quinn - July 17, 2013Though there's no single system or even single type ofsystem to support every nonprofit, there's a plethora ofdifferent types of constituent management systems, each withits own specific set of strengths and weaknesses that willoverlap in various ways with the things you're looking tosupport.Your nonprofit has constituents, and just like every other nonprofit, youwant to track data about them. From donors to clients to volunteers toadvocates to alumni, and many other types, your organization would loveto find a magic system that lets you track everything you want to knowabout each type of constituent, including every interaction and everyconversation they've ever had with your staff — plus the ability to spit outexactly the right information whenever you need it.First, the bad news: That magical system is about as real as well, magic.The good news? Though there's no single system or even single type ofsystem to support every nonprofit, there's a plethora of different types ofconstituent management systems, each with its own specific set ofstrengths and weaknesses that will overlap in various ways with the thingsyou're looking to support.Finding the system or systems that make sense for you is a matter ofmatching the features with your needs within the context of other criteria,like your budget. But how do you start to think about what makes sense foryou?The first step is to understand the different types of systems and theirgeneral strengths and weaknesses. If you need something strong intracking membership dues, event registration, and broadcast email, whattypes of systems should you look to? What if you need something withRELATED LINKSA Few Good CRM ToolsMultiple Constituent Groups, OneDatabase? How to Track EveryoneWho's Anyone to YouABOUT THE AUTHORSLaura S. Quinn, Executive Director,IdealwarePARTNERSNot yet a m

types of systems should you look to? What if you need something withsophisticated functionality in tracking program delivery and outcomes? Orsomething that integrates all your online communications andtransactions?RELATED PRODUCTSWhile it might be tempting to say that you want all of those things in asingle system, that's not likely to be practical — at least not at anaffordable price.NonProfitEasy EasyStart Plan 1-YearSubscription(Discounted)Broad vs. Deep SystemsTo get a better grasp of your options, it's critical to first understand thedifference between generalist and specialist systems — in other words,between broad, shallow software and deep-targeted software.Dynamics CRM Server2013Think of it like fishing: You can toss a wide net, scoop it through the firstfew feet of water near the surface, and catch a lot of different fish, but thenyou miss a lot of the fish swimming at the deeper depths and the biggestones at the bottom. That's the idea of broad-reaching generalist software, like constituent relationship management(CRM) systems or online integrated tools. They cast wide nets to capture information about many different kinds ofconstituents, but typically don't provide as much robust support for more complicated transactions with any specific typeof constituent.Alternatively, let's say you really want to capture some of the big fish at the bottom. You can target them with a narrow,deep net that gives you access to all those fish in that one spot, but then you can't capture all the other fish everywhereelse. Deep-targeted specialty software like donor management or case management systems give you powerful tools tomanage information and interact with constituents, but for the most part, they focus on only one type of constituent.Which type is better? That depends on your needs. If your nonprofit or charity prioritizes one or two types of constituents,you might be better served with one or two specialty tools, like a donor management, client management, membermanagement, or volunteer management system. If you need to track interactions with a lot of different constituents butdon't need anything particularly robust in any one area, then a generalist CRM or online integrated system might makemore sense for you.Let's look at the different types of systems one at a time to see what each does well.Donor Management SystemsOn the surface, these systems provide targeted support to track donors, prospects, pledges, premiums and giving levels,matching gifts, and sometimes even grants and corporate sponsorships. Most also allow you to mail-merge letters, createreports, and run queries to generate lists of donors.More sophisticated systems offer considerably more functionality for tracking different kinds of gifts — for example,grants, online gifts, major gifts, and planned gifts — and advanced features for determining who your best candidates fordonations are and the steps required to cultivate them. But such systems also require more technical savvy fromfundraisers and IT staff.Increasingly, many systems include substantial functionality beyond core donor management. Some provide onlinepayment functionality that could potentially replace online donation or event registration systems, and others offer emailfunctionality (though it may not be as robust as even inexpensive broadcast email software). Some donor managementsystems move toward the realm of constituent relationship management and market themselves as full-fledged CRMs.These systems often provide reasonable functionality to track volunteers, event registrants, or other constituents inaddition to donors, but are best-suited for organizations that hold individual fundraising as a top priority.There's no shortage of these systems on the market. Inexpensive ones like GiftWorks, Blackbaud's eTapestry, andDonorSnap start at under 1,000 per year. Mid-priced systems, like DonorPro, Blackbaud's Raiser's Edge, and TalismaFundraising (formerly Donor2) can cost well over 10,000 to implement. At the high end of the spectrum you could easilyspend 100,000 or more.Membership and Association Management Systems

Membership and Association Management SystemsIf your organization provides specific information and benefits to dues-paying members, you might find an associationmanagement system useful. They tend to be strong at managing yearly dues, events, and online member interactions.More advanced systems often also provide substantial donor management support as well as such functions asbroadcast email and online payments.Association management is generally synonymous with membership management, though it tends to imply a largersystem that tracks both organizations and individuals as members.At the lower end of the spectrum, less expensive online tools like Wild Apricot, 123Signup, MemberClicks, andYourMembership.com, which recently merged with competitor Affiniscape, range from about 50 to 300 per month,depending on the specific tool and how many members you're tracking. Mid-range tools (typically between 3,000 and 15,000 per year) offer deeper functionality and greater ability to configure the application to meet individual associations'needs. Hosted solutions in this range — like i4a's Association Management System and Avectra's netFORUM — tend toprovide lower startup cost and implementation time but are somewhat less flexible. If you need more flexibility, considersolutions like JL Systems' NOAH or Euclid Technology's ClearVantage, which provide both the systems and theconsulting to tailor them to your needs.At the high end of the market, systems like Advanced Solutions International's iMIS, GoMembers AMS, TCS Software'sPrevail, Aptify, and TMA Resources' Personify systems target larger professional or trade associations that have thetechnical staff in place to adopt and sustain enterprise software.Case and Client Management SystemsCase management systems — sometimes called client management systems — will track the information you need towork with clients, such as age, address, job history, medical history, and childcare situation. They'll also trackcommunications between your staff and clients as well as individualized plans for each client and the progress madetoward those plans, and let you report all the information you've collected — maybe even including overall programevaluation.Advanced case management systems can do even more, such as helping with workflow and scheduling. For instance,based on the information you enter about a client, they can recommend that client meet with a dietitian, help schedulethat meeting, and send the dietitian a reminder. They can also help to automate your billing processes, particularly if youneed to bill federal or local governments, programs like Medicare and Medicaid, or insurance companies.A number of systems are intended to work across a range of human service scenarios. At the lower price end of thespectrum, systems such as ClientTrack and So

Home Support Articles and How To's Donor and Grants Management A Few Good CRM Tools RELATED LINKS Manage Donors and Constituents Insights into CRM for Nonprofits Selecting a Nonprofit CRM System? Start with the Strategy! 10 Things to Consider in a CRM ABOUT THE AUTHORS Elizabeth Pope, Senior