Affiliated Nonprofit Networks
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Affiliated Nonprofit Networks
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Tools for CRM Success
Being great at CRM takes investment and practice. We have tools to help.
This worksheet walks teams through a long-term plan for CRM success.
Download the Framework
This questionnaire scores current CRM practices, on a scale of risky to awesome.
Page 1 of 7
This questionnaire gauges the strength of organizations' CRM strategy and adoption. When you finish, a score will indicate where your practices land on a spectrum from "risky" to "strong".
It'll take 5-10 minutes to complete.
Page 2 of 7
Perception of CRM Value
Do you currently have a vision or strategy for your database (i.e. a definition of its purpose and the value it's intended to provide your organization)?
Which best describes your organization's use of its database of record?
The data is untrustworthy, staff are keeping information outside the system, its functionality is rarely changed.
It supports users' daily work, emables more frequent and/or quicker task completion, more accurate data capture, or better communication between teams. As of now, it does not drive decision-making or process improvement.
It enhances the way we work, resulting in changes to processes that create efficiency and/or better results. It may or may not drive decision making.
We use insights provided by the system to measure progress to goals and impact, to make decisions about how to manage our organization, and where to go next.
What is the value of your database?
It makes little difference in our ability to pursure our work efficiently and effectively.
It's a repository for critical data.
It's a tool to help our teams work more efficiently and have a greater impact.
It's a critical part of our current and future organizational strategy.
Page 3 of 7
What is staff's current level of satisfaction with the database?
Poor- staff do not understand its purpose or value
OK- staff understand its purpose or value to a limited extent.
Good- most staff understand its purpose and value.
Excellent- most staff understand its purpose and value, and communicate this to other team members.
What is staff's current level of database use?
Low- staff do not spend time contributing to and using it
Moderate- staff spend time contributing to and using it but also use other systems they prefer.
Pretty high- most staff rely on it as their primary system of record.
Very high- most staff consider it essential to their work.
Page 4 of 7
Is there a person in a leadership position who is responsible for the health of the database and priority-setting for the database?
Yes, this responsibility is informal
Yes, this is the explicit responsibility of leadership team member(s)
How would you describe your executive/leadership engagement with database strategy and adoption?
They don't participate in discussions about the database's value or related priorities, or they do not communicate this information to other team members.
They are aware of but not actively engaged in discussions the database's value or related priorities. We do not have a plan in place for how to actively engage them in this work
aware of t
he database's value and related priorities
. They are actively engaged in setting these priorities and communicating this importance, or there is a plan in place to facilitate this going forward
They are actively engaged in defining database value and priorities, and communicate this information to the rest of the team.
Page 5 of 7
How would you describe your organization's technical capacity (either internal or external) to administer and evolve the CRM?
Do you have a external resource in place to supplement this capacity?
Is there a person who is responsible for the day-to-day maintenance and routine enhancement of the database?
Yes, this is the explicit responsibility of staff member(s)
Yes, though this responsibility is informal
Do you set a database budget each year?
Yes, it's sufficient
Yes, but it's not sufficient
Not at this time, but we have in the recent past or plan to in the coming year
Are staff offered database training as part of the onboarding process?
Do staff have channels via which they can share feedback on and ideas about the CRM?
Yes, they are informal or ad hoc
Yes, they are formalized
Do staff have an internal resource they can reach out to for help with the database?
Yes, this is an informal role
Yes, this is formal role
Page 6 of 7
Reporting & Accountability
Does someone at the organization run reports or gather information to determine whether the database is healthy (data is clean, functionality is working properly) and/or whether it's effectively supporting users?
Sometimes, not scheduled
Yes, on a schedule
Are staff referencing system data when measuring progress to goals, setting priorities, making key decisions, or evaluating staff performance?
Page 7 of 7
This last section is simply to provide feedback to the designers of the assessment tool and does not factor into your assessment score. Please share your thoughts.
How helpful was this tool?
Do you have thoughts on how it can be improved?
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