FAQ

What is a Constituent Relationship Management (CRM) system?
Who do I contact for more information about the CRM?
Will the CRM replace Millennium?
Which vendor was selected?
Who is primarily responsible for implementing the CRM?
Who is on the Core Training Team and what are their roles?
How will development officers and staff interact with the CRM?
Will the CRM incorporate additional data elements, such as admissions, faculty/staff and research?
When will the CRM be in place?
Will training be offered for the CRM?

What is a Constituent Relationship Management (CRM) system?

A Constituent Relationship Management (CRM) system provides the database and tools to manage comprehensive and holistic relationships with existing and potential VCU constituents. The CRM can incorporate wide-ranging data elements from unlimited data sources in a concise, organized and consistent manner. The system will also provide on-demand reporting functionality and roll-based security access for customized views of the donor database.

Who do I contact for more information about the CRM?

For more information on the CRM, contact Martin Evancoe, project manager, at meevancoe@vcu.edu or 804-828-1221. More information on the entire project team can be found here.

Will the CRM replace Millennium?

Yes. VCU’s previous fundraising system, Millennium, was implemented in 1984. The cost of maintaining the database and the need for updated technology has significantly diminished Millennium’s functionality. The CRM was chosen as the replacement system following an extensive evaluation process of several vendor solutions.

Which vendor was selected?

Blackbaud has been chosen as the vendor partner for the new system. Blackbaud is a proven solution in higher education and will ensure that VCU can share best practices with other institutions. VCU can standardize and consolidate the various subsystems that make up the current fundraising system.

The specific Blackbaud product being used is Blackbaud eCRM. Blackbaud eCRM is designed as an enterprise system to bring together information from various sources— annual and capital giving, gift planning, major giving — to maximize fundraising efforts for the university.

More information is available here.

Who is primarily responsible for implementing the CRM?

Primary responsibility for developing and maintaining the CRM resides within Advancement Services, an office within the Division of Development and Alumni Relations. The CRM is being designed, however, by a comprehensive collection of end-users to ensure the system accommodates the needs of Development and Alumni Relations.

Who is on the Core Training Team and what are their roles?

The Core Training Team is comprised of the functional leaders from the conversion committees, key development officer representatives and Advancement Services staff. The members of the team are:

Lauren Shiver  Samantha Marrs
Blake MacIver Magnus Johnsson
Courtney Schumacher Amy Lane
Jane Stringer Bethanie Constant
Khaleliah Williams Carrie Bickford
Stanley Jones Melanie Irvin Seiler
Clair Isenberg Jenn Papenfuse
Rob Downs Mike Andrews
Arthur Serbin Ramin Mirshah
Chandra Montgomery Tamara Jones

The role of the Core Training Team is to assist in the formulation and configuration of the eCRM to ensure it accommodates the needs of Development and Alumni Relations.

How will development officers and staff interact with the CRM?

Development offices and staff will interact with a Web-based, common interface that is essentially a fundraising portal. The portal will provide a one-stop shop that will place information in the hands of development staff and will present this information in a detailed, up-to-date, well-organized, easily accessible and secure fashion. An integral part of the common interface is role-based access to data, which will create customized views of the donor database based on the individual’s role at the university.

Will the CRM incorporate additional data elements, such as admissions, faculty/staff and research?

While the initial implementation will focus on the key requirements for Development and Alumni Relations, the CRM does have extensive capability to incorporate data elements from across the university. The system will aim to incorporate these elements when appropriate, available and permissible.

When will the CRM be in place?

While the timeline is subject to change, the initial implementation is scheduled for completion by June 30, 2015. A four-phased approach was begun in October 2013 consisting of Phase 1: Assessment, Phase 2: Planning, Phase 3: Implementation and Phase 4: Deployment. More information on the timeline is available here.

In addition, a secondary implementation will begin after the system is deployed to include additional enhancements and data integrations. More information will be available as we move forward with the project.

Will training be offered for the CRM?

Yes, initial training will be provided through Blackbaud for the Core Training Team and Advancement Services staff. Extensive training and assistance will be provided for all staff later in the implementation process. This training will be conducted by a to-be-hired trainer who will remain on staff with DAR.