St. Basil Case Study

Introduction

St. Basils is a small charity based in Birmingham which started by providing a night shelter for young homeless people behind St.Basil's church in 1972. They have since expanded their facilities:

Trentham House (for young homeless mothers and babies) in 1979

12 separate houses at Aston Brook in 1980.

Tennyson House (for homeless young men) in 1987

Carole Getting House (for homeless young women) in 1992.

The paper will implement Customer Relationship Management system in this non-profit organization, and has highlighted how it is important to use CRM for a non-profit organization. Customer relationship management is an s important for a non-profit organization as it is for a profit generating organization.

At St. Basils, the management of the organization to create successful members satisfied with the quality of service and expertise. The CRM practices help the St. Basils to achieve obvious benefits for themselves and for its members. St. Basil is a non-profit organization that generates the funds through charities, and therefore, it is important for the organization to offer the best customer service to its members so that none of it fits members is dissatisfied.

Change in an organization has never been an easy task whether it is small or big; change in the CRM system in a Global Organization is even more daunting task to confront with. However, with right and rational change management processes it is possible to give the organization with a renewed nervous system that helps it keep more orderly, relevant and adaptive in the ever-changing world. This research paper will address the When, Why, What, Whom and How's about the change in CRM systems in St. Basil a non-for-profit Organizations.

In Saint Basil, the customers are the donors and other helpers that support the organization to run. The system to be designed is named as Matrix because it will handle various operations at the same time. In the beginning, the basic orientation will be directed toward increasing the donation through charity events, focusing on the mere act of business transaction resulting from the combination between supply and demand, the focus today is the need to go beyond the simple transaction, emphasizing the need to find mechanisms and tools that help establish. The Donor data integration (DDI) allows companies to supply a vast warehouse of donor information, synchronized with transactional systems that rely on this information. Result: all systems (including existing systems and CRM applications ready for use) exploit the same information client. The development proceeds in an orderly fashion in four steps:

1.Selection of software.

2.Distance learning

3.Delivery and adaptations, change

4.Implementation

The Value Chain Model for Donation

To launch an effective CI system that will meet Trillium vision (to increase pool of donor and to increase pool of donor and to increase conversion rate at the hospital) the understanding of the customer value chain for the donation is necessary. The value chain here could be defined as the sequential emotional and psychological stages a person experiences when deciding whether or not to commit to becoming a donor. First the value chain has the awareness stage ...