MoFo CRM Introduction to All Staff

Relationships matter to Mozilla

An intro to MoFo CRM

Constituent RELATIONSHIP ManagementCustomerContributor

Marketing

The R in CRM...

This doesn’t sound like Metrics...

Why is Adam talking about CRM??

My Role

CRM: Looking after your relationships well

CRM Software: helping you look after your relationships well

When you think about CRM...

Think about relationships first, and software second

1. What good CRM looks like…

2. Intro to the MoFo CRM Software project(s)

Part 1 What does a good

CRM look like?

We say thank-you at the right time and make people feel valued.

Good CRM means...

If someone donates $5,000 we don’t email them a week later

asking for $20

Good CRM means...

We can see at a glance which Mozilla Club captains have lapsed, reach out to find out why, and try

to re-engage them.

Good CRM means...

When someone installs Webmaker, we welcome them,

onboard them, and keep in touch with them to help them level-up

their web making skills.

Good CRM means...

We remember to follow up with those MozFest conversations six

months later.

Good CRM means...

If someone cancels a recurring donation, we talk to them and find

out why.

Good CRM means...

When a new contributor submits a patch to our code, we reply to

them quickly and tell them how grateful we are.

Good CRM means...

If someone working on a partnership is on PTO or in

another timezone, you can still check on the history of that partnership, and the state of

current conversations.

Good CRM means...

When staff who manage relationships move on, we don’t

get organizational amnesia.

Good CRM means...

When a Webmaker user has trouble with their account,

they can ask for help, and we always reply.

Good CRM means...

And so on...

Good CRM means...

CRM should not dehumanize our relationships.

It’s the opposite, investing in CRM is a commitment to better serving

the people we care about.

Part 2 A bit about the MoFo

CRM Software Projects

Is this all about Salesforce?

“But isn’t Salesforce horrible to use!?”

Salesforce CRM ● Shared system of record for Mozilla-wide relationships● For managing some processes (Grants, Major Donor

Fundraising, Partnerships)

Salesforce Marketing Cloud ● Shared tool for email broadcast

Other Salesforce Products if they are the best fit

Where we are today

Big things to solve

Where we want to get to

How we go about this

What’s happening next

Good CRM will give you relationship superpowers.

It will be a force multiplier for our existing work.

Asks

My asks when we talk about CRM

Before Whistler

Which relationships do you and your team hold that further our Mission?

Where do you want to grow the number of these, and where do you want to increase the depth of these?

What Relationship Superpowers do you want from CRM?