Not for Profit / Charities

Project Background

A large not-for-profit organization operating globally to raise funds for services to support mothers and children in 30 countries. Organization has seen multi-year growth at rates over 20%/year and is now expecting this growth rate to accelerate.

Business Challenge Develop CRM business and technology strategy to:
  • Support relationship management and account management needs for US organization supporting four major product groups and 8 major customer segments
  • Meet needs for solutions in contact center, marketing automation ,campaign management, business intelligence and reporting
  • Define conversion strategy from multiple current platforms
  • Comply with strategic technology architecture standards and directions established by IT group
Project Approach
  • Interview executive leadership at C-level, VPs, Directors – across Marketing, Product Management, Strategic Planning, and Information Technology
  • Review and advise on IT initiatives for contact center technology selection, taxonomy development, and information architecture development
  • Develop draft strategic plan and review with various stakeholders
  • Revise, develop technology roadmap, timeline, business case, and initial project descriptions for action in next fiscal year
Business Benefits
  • Increase market penetration, customer lifetime value, while reducing TCO and organizational inefficiency
  • Support continued long-term growth

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