NetSuite CRM

Partner Engagement in NetSuite

In this context, “Partner” means any contact in our

database… donors, students, staff members, churches, etc.

Households Husband

Wife

Business

A “Household” is an independent donor record. Our custom NetSuite design can “add a spouse” to an individual record, but using this method does not allow any individual activity for each spouse. For advanced CRM, it is better to have a separate

record for each person, then link them using a Household record. Donations and “shared” CRM activities can then be linked to the Household.

Purpose Marketing

Participation Events CRM Interests

“Purpose” is the mailing that can be

linked to any partner.

Can be set to auto-expire if local laws require it

Can be identified as an “Appeal” to respect partner preferences not to receive fund-raising appeals.

MINI STRY SETUP

“Department | Category” relates events or interests to the ministry component

Is independent of the HR or financial structure of the ministry Is shared between Events & Interests (same list serves both)

“Events” are activities of any kind

that a partner can participate in.

“Interests” are any ministry

component a partner can be associated with.

PA R T N E R L I N K A G E

“Communication Preferences”

define the partner’s “global preferences” for

all communications...

Willingness to receive (or not) based on the method used (paper, email, etc.)

Opt-out of Appeals only. (Internal logic will prevent subscription to appeal purposes.

“Subscriptions” are the partner’s choices

for any individual purpose. Can be set to

start/end/expire.

“Participation Event”

records the partner’s participation at any

ministry event.

Can be associated with a specific physical location and/or date (optional)

“CRM Interest” links the partner to

specific ministry interests.

Check-box can indicate which interest was the partner’s “Initial Contact” interest.

Our NetSuite CRM features are not tightly integrated, meaning that partner activity (such as a donation) does not automatically link that partner with relevant subscriptions, events, interests, etc.

Donor Records in NetSuite

Households Husband

Wife

Business

Purpose Marketing Communications &

Subscriptions

Participation Events

CRM Interests

Donations Activities

Phone calls Appointments

Challenges

Churches

Organizations

Who our Pa r tne r s a re

How they connec t w i th us a n d w e c o n n e c t w i t h t he m

3Contents

Table of Contents

Part I CRM 4

1 Purpose Marketing Overview ....................................................................................... 12

Purpose Marketing: Define a Purpose ....................................................................................................................... 15

Purpose Marketing: Define Communication Preferences ..................................................................................... 17

Purpose Marketing: Define a Subscription ............................................................................................................... 20

Purpose Marketing: Technical Updates ..................................................................................................................... 22

Purpose Marketing Timing Example ........................................................................................................................... 23

2 CRM Department-Category ........................................................................................... 24

3 CRM Interest ................................................................................................................ 26

4 Participation Event ....................................................................................................... 30

5 Donor Dashboard ......................................................................................................... 34

Donor Dashboard Preferences .................................................................................................................................... 36

Index 39

4

Reference Guide

1 CRM

CRM is a commonly-used business term. It is an acronym meaning either, "CustomerRelationship Management" or "Constituent Relationship Management" (depending on the waythe organization defines its needs). It encompasses all aspects of the relationship between anyconstituent (individual, couple, family, business, church, etc.) and the organization.

Broadly, CRM includes donor information (such as name and address) as well as financialinformation (donations given, items purchased), etc. But more narrowly, when most people usethe term "CRM", they are speaking particularly of the interactive parts of the relationship. Funddevelopers use a CRM to identify potential partners and then track every aspect of therelationship (communications, phone calls and appointments, challenges, responses, etc.).

Confusing words from our global dictionary

5

Reference Guide

It is not the role of this documentation, nor the NetSuite software, to clarify themeanings of these words for our global organization.

6

Reference Guide

In the world of partnership development, the words we use can raise a lot of emotions amongthose who lead in partnership development. Words like "donor" and "marketing" can feel coldbecause they do not adequately reflect the relationships with those God has entrusted to us aspartners, or they can seem to focus on the transactional part (a "donor" gives a "donation")rather than the more subtle nuances of the relationship.

A software system is primarily designed for ministry staff to efficiently do their jobs. They arenot designed as partner-facing technology with a primary function of fostering engagement.Also, software systems come from providers that are servicing countless other clients, most ofwhich are not "Christian" organizations. Attempting to change all words in a software to meetan individual organization's ever-changing "internal vocabulary" can be both expensive andeven counter-productive.

For this reason, we have tried wherever possible to respect CCC's internal vocabulary. But wealso wanted to avoid unnecessary "customization". When we customize software for our ownneeds, we dilute the value of the software provider's delivered documentation, because thewords in that documentation may not match what the user sees on the screen.

7

Reference Guide

"Donors"

When talking about NetSuite, CRM, fund development, etc., it is helpful to know that these fourwords are used interchangeably:

· Donor

· Customer

· Partner

· Contact

These words mean different things to different people, and the meaning can vary from countryto country... or even between two different people in the same office. This confusion is causedin part because any individual person can shift between categories in our own minds. Forexample, technically a person is not a "donor" until they have actually given a financial gift.

Similarly, a "partner" can be a very committed volunteer and pray-er yet never give a financial"donation". And even defining a "person" or "partner" can be confusing, since the partnercould be an individual person (singular) or a couple (also singular even though comprised oftwo people), or a business (though the business does not really donate; there is always aperson making a decision on behalf of the business). Or the contact could be an organizationsuch as a church or foundation.

In NetSuite, the default record name is "Customer". For a non-profit customer like CCC, thescreen is altered to display "Donor | Customer". This term is a sweeping generalization to meanany contact we engage with... yet it is also distinct from "Employees" and "Vendors" which areseparate records.

Note: The help documents related to Donors and Households are found in the Donor |Customer Management section, not in the CRM section.

8

Reference Guide

"Marketing"

When some people think of "Marketing", they think of "Selling". But Marketing in its broadestsense is any effort an organization makes to get its message out to its key constituents. In a for-profit business, marketing does include direct selling; but it can also include "brand awareness"which is in an indirect way of communicating the message without actually trying to sell anindividual product. For a non-profit, marketing can also include brand awareness(communicating the message without attempting to solicit donations) or it can include efforts togenerate donations for the mission.

Our "Marketing tab" in NetSuite actually defines key aspects of our Relationship with ourministry partners. But NetSuite uses the word "Relationships" to define links between donorrecords in NetSuite. So you can see why trying to change words to fit our needs can causeinternal system conflicts!

In NetSuite, Marketing is a general term that is used as a place to store the relational links withpartners. For example, the "Marketing" tab (picture below) on an individual donor recordincludes the partner's identified points of connection, such as...

· Communication Preferences about how they want to connect with us

· Subscriptions to ministry communications

· Participation in ministry events

· Interests in specific components of our ministry

17

20

30

26

9

Reference Guide

"Events"

In ministry, we tend to define an "Event" as a time when a group of people get together in largeor small numbers. For example, some people consider events only to be large, such as anational staff conference or a FamilyLife marriage conference. Others might consider an annualstudent conference to be an "event", but would not consider a weekly Bible study to be one.

In our use of NetSuite—that is, for CRM purposes—the definition of an "event" is up to theindividual country. Each country is free to create or define events for any size or any frequency.The primary value of the event is to record the individual person's participation, becauseknowing how they have connected with us over time is helpful in building a deeper relationshipwith them.

Unfortunately, in NetSuite, the word "Event" actually means a system-controlled, calendar-based item. When a "New Event" is created from the Activities > Scheduling > Event List menu,it creates an actual event in the system, one that has a start and end time, is controlled by anorganizer, etc. While these Events features could be useful, it is unlikely that any of countrieswould want to commit the effort required to manage Events within NetSuite. So we label ourevents as "Participation Event", and it is used simply to note that a person attended someministry function.

10

Reference Guide

11

Reference Guide

Dictionary photo from Wikimedia Commons

12

Reference Guide

1.1 Purpose Marketing Overview

Topic Status:

Purpose Marketing is the technical way to handle how we Communicate Our Story to thoseGod has entrusted to us. The feature in NetSuite allows us to handle subscriptions to anyministry newsletters and fund appeals.

All of the features of Purpose Marketing exist so that you can define the subscriptions that anyindividual Donor|Customer wants to receive. In other words, creating Purposes andSubscriptions are used exclusively for creating Saved Searches that give you the list of Donor|Customers which you will then use (outside of NetSuite) to deliver any specific Purpose.

Definitions

The Purpose Marketing features included several concepts that may be new to our ministries,or may be English words where the definition (as we are using it in NetSuite) is unclear. Theseare some of the words used in the Purpose Marketing fields and these help topics:

In this help topic, "D|C" is short for "Donor | Customer".

1. "Purpose" is the name of any saved communication. This could be "MinistryNewsletter", "Campus Newsletter", "Prayer Update", etc.

2. "Marketing" is the term NetSuite uses to describe reaching out to constituents.

3. "Purpose Marketing" is our name for the combination of these two pieces.

4. "Appeal" is a specific type of Purpose that is intended to give a Donor|Customer anopportunity to give a financial gift. As a ministry, we honor requests from D|C not toreceive financial appeals. Also, in some countries, the law requires that recipients agreeto receive financial appeals. Because of this, when a Purpose is created, it can be taggedas an Appeal in order to respect the Donor|Customer's wishes.

5. "Communication Preferences" are the fields used to define any individual D|C'swillingness to receive communications via a certain delivery method and/or appeals.That is, a D|C can indicate they do not want to receive any communications by email /paper / phone / text AND/OR they do not want to receive Appeals.

6. "Subscription" is the individual D|C's indication of willingness (or not) to receive anyspecific Purpose.

· Subscriptions are subordinate to the D|C's Communication Preferences in that a D|Ccannot be subscribed to receive a communication email if they have indicated aCommunication Preference of "Opt-Out" for email.

· Appeal preference overrides any Appeal Purpose. If a D|C is marked for "No Appeal",they will automatically unsubscribe to any existing Appeal subscription and cannotsubscribe to any new Appeal.

13

Reference Guide

Three parts of Purpose Marketing

1. Entity level: Define Purposes for the whole entity.

2. Donor | Customer level: Define a donor’s global preferences for all types ofcommunications.

3. Donor | Customer level: Add individual subscriptions.

Types of Communications

Our Purpose Marketing design allows communications (from the entity) and preferences (forthe individual D|C) to be defined for four specific Methods of delivery:

· Email

· Paper

· Phone

· Text

At the Purpose setup, it is not necessary to define the Method, because the Method is chosenwhen the communications are created. But at the D|C level, they can choose to Opt-In/Opt-Outof any communication type (for example, "I never want emails for any reason"), or for anyspecific Purpose, by type (for example, "I want to receive the Student Ministry newsletter byemail").

At the Purpose setup, expiration dates and automatic extension of expiration dates can also becontrolled. This is only used in countries where local laws require the ministry to actively solicitD|C approval for subscriptions.

Entity setup

Purposes are defined at the Entity level. A purpose can be used for the entire country, such as anational newsletter, or for a segment of the country, such as a Student Ministry newsletter.Also, any purpose can either be a "regular communication" or a "fund appeal". (This is becausesome countries have laws about who can/cannot receive fund appeal types ofcommunications).

The Purposes are defined on the Purpose page in NetSuite, using these basic steps:

1. Create and Name the Purpose 2. Identify any automatic expiration dates (if required by law; for example, in some

European countries the D|C must specifically re-subscribe every 24 months even if theyalready did it before)

3. Identify the Purpose as an Appeal type (or not)4. Save it!

14

Reference Guide

Donor | Customer preferences

Donor | Customers can have personal Communication Preferences regarding their willingnessto receive any communications from your ministry.

Once their preferences are defined, they can then Subscribe to any individual Purpose.

D|Cs have the ability to Opt-In or Opt-Out of any communication types (for example, to neverreceive text messages while email messages are okay). They can also Opt-Out of Appeals. Thedefault value is "Undecided" (for both), which is a passive Opt-In. But when a D|C has clearpreferences, those preferences will override any subsequent subscription choices.

A D|C can subscribe, (that is, "Opt-In") to any existing Purpose. For each Purpose, theSubscription screen allows for an Opt-In and Opt-Out date for each of the four types. In otherwords, for any specific Purpose there are 8 date boxes: One Opt-In and One Opt-Out for eachof the four methods of delivery.

Expiration Dates and Automatic Extensions

When a country's laws require automatic expiration, NetSuite can automatically "Expire" (thatis, "Opt-Out") a Subscription when the expiration date passes. The status on that Purpose willbe displayed as "Expired" and not "Opt-Out", so that it is clear the system changed thesubscription and not the D|C.

Expiration Dates are further defined in two ways: Fixed Expiration and Automatic Extension

· Fixed Expiration: The D|C must personally submit a new request to continue receivingthe subscription.

· Automatic Extension: The expiration date is automatically extended by a certain numberof months (such as 24 or 36) when the donor gives a gift, because their tendering a gift isan expression of willingness to continuing to receive the subscription.

15

Purpose Marketing: Define a Purpose Reference Guide

1.1.1 Purpose Marketing: Define a Purpose

Topic Status:

The entity component, where the types of communications are defined. These are called a"Purpose". The word "Purpose" is used because a full sentence in English might say this: "Whatis the purpose for this newsletter?" or simply, "Why do we want to communicate?"

Delivery Method: Two ways to define Purposes

· Our Purpose Marketing design recognizes the four most common ways that we reach outto the individuals who are interested in our ministry: Paper / Email / Phone / Text.

· When a Purpose is created, the method of delivery is not defined (that is, there is no fieldfor "Delivery Method" in the New Purpose screen).

· You have two options for linking delivery method to a Purpose, and one is not better thanthe other; they are just different:

1. Exclude the delivery from the Purpose. For example, if you have a recurringnewsletter that you send both by Paper and by Email, you could create a Purposetitled "Newsletter". Then you select the recipients (paper or email) based on theirindividual subscriptions.

2. Include the delivery in the Purpose. You may send two different versions of anewsletter and want to be clear which one you are choosing when you do the SavedSearch to select the recipients. So you could name one "Newsletter-Paper" and theother "Newsletter-Email". Doing so will not reflect or comply with the D|C'sindividual preferences, but it may help you when creating your Saved Searches.

Defining a Purpose

1. In the Search box, search for Page: New Purpose

2. Keep the offered WHQ Purpose Form

3. Name the Purpose.

16

Purpose Marketing: Define a Purpose Reference Guide

4. Select your Entity (required; however, only the entity you are logged in to will beavailable)

5. Subscription Length. If legal requirements require subscriptions to expire, identify theexpiration length in months for the chosen method.

Example: Andorra law requires that any person who subscribes to an emailcommunication must re-subscribe every 24 months. So at the Andorra office, everytime they create a Purpose, they set a Subscription length of 24 in the SubscriptionLength (Months)-Email box.

6. Automatic Renewal. If legal requirements allow for an automatic extension of asubscription based on donation activity, check the box for the related method.

Example: Andorra law requires a donor to individually subscribe to paper newsletters.However, the law allows that when a donor gives a gift, this means the donor is alsoshowing they are still interested in hearing about the ministry, so every time they give agift, a Paper newsletter subscription will be extended to the maximum number ofmonths of the expiration (above).

7. Appeal. Check if the Purpose is an Appeal. This box correlates with the CommunicationPreferences where an individual donor can refuse subscriptions that are Appeals.

When the "No Appeals" box is checked on a donor record, no Appeal subscriptions canbe added for this donor AND any existing subscriptions to appeal purposes will beautomatically unsubscribed.

Press Save when finished creating this Purpose. It will now be available for selection as aSubscription in the Marketing tab for any individual Donor|Customer.

17

Purpose Marketing: Define Communication PreferencesReference Guide

1.1.2 Purpose Marketing: Define Communication Preferences

Topic Status:

Communication Preferences defines a Donor/Customer's personal preferences about receivingyour communications. There are two types of preferences:

1. Communication Preferences: This contact's preference about receiving anycommunications in a certain way (paper / email / phone / text) and whether they wantto be excluded from Appeals or not.

2. Purpose Marketing Subscriptions: This contact's subscription to any specific purpose,and what method they want to receive it.

HELPFUL NOTES:

· In NetSuite and in this help topic, the word "Marketing" means NetSuite's definition ofcommunicating and sharing information. This does not imply that your country is"marketing" in the sense of selling or soliciting.

· The Purpose Marketing structure is intentionally loose without strong requirementspreventing conflicts either of date or subscription.

· NetSuite will allow a contact to have multiple subscriptions to the same Purpose, andthere is no override for this. NetSuite will pick one of them (at random, it will seem),not the most current, or if there are conflicting yes/no that could be problematic.

· There is no automated way around this, so it is important for anyone who is defininga contact's Communication Preferences to review the existing preferences to avoidcreating a conflict.

Appeals

An Appeal is a communication specifically designed to solicit a donation. There are two reasonswhy Appeals receive special attention in our marketing tools:

1. (Globally / All contacts) Any Purpose item can be marked as an Appeal type (yes/no) toallow for the contacts to opt in/out of appeals. Some countries have laws that definehow/when an organization can ask for donations, or may define how often a donormust actively choose to permit appeals, so defining a Purpose item as an Appeal easescompliance with these laws.

2. (Individually / Each contact) Ministry partners may be willing to receive generalcommunications but specifically ask not to receive communications that contain a fundappeal (their choice). Or the contact type is one where your ministry does not want tosend Appeals (your choice for them).

How NetSuite manages these Appeal options:

1. (Globally) Purpose Marketing. Each Purpose item can be marked as an Appeal "Type".When a Purpose is marked as an Appeal, the contact's personal preference controlswhether they can subscribe to that Purpose item or not.

18

Purpose Marketing: Define Communication PreferencesReference Guide

Notice in this example that the word "Appeal" is put in the name tohelp make it more clear this Purpose item is an Appeal type.

2. (Individually) Communication Preferences.

· On the Marketing tab for an individual contact is an option for "No Appeals" and thedefault value is unchecked.

· When this box is checked, no Purpose that is an Appeal type can be selected (that is,the subscription to an Appeal cannot be Saved).

· If the contact is already subscribed to an Appeal and the No Appeals box is laterchecked, upon Save any Appeal purposes will be automatically unsubscribed.

· If the No Appeals box is later unchecked, no existing subscriptions will be affected,but future subscriptions to Appeals will be allowed.

Defining Communications Preferences

The Communication Preferences define a Donor|Customer's preference for receivingcommunications of a specific method and whether or not they are willing to receive Appeals.These preferences are not the subscriptions themselves, only whether they are willing to

19

Purpose Marketing: Define Communication PreferencesReference Guide

receive communications of various kinds. The preferences apply to each delivery methodseparately; so a contact may be willing to receive email newsletters but not text/SMS updates.

The default value for each communication method is "Unspecified" because the donor has notactively provided a preference. In many countries, Unspecified is the same as "Opt In" becausethere many not be a legal need to actively request permission to communicate.

Preference Types

· Unspecified: The contact has not indicated a preference. This is the default method andin most countries also implies Opt In. (That is, in most countries, "Opt Out" is a choice, butno choice = "Opt In".)

· Opt In: The contact has specifically chosen to receive communications.

· Opt Out: The contact has specifically requested NOT to receive communications this way.

· Expired: The contact had previously chosen to receive communications this way, but (dueto privacy laws) their subscription had passed the time limit since their last choice toreceive the communications this way.

NOTE: Although it is possible to manually select "Expired" in the preferences, this choicehas no system usage since there is no way to automatically expire a Donor|Customer'sentire preferences. The expiration dates controlled in the Purposes are all defined forspecific purposes, not for the donor as a whole. So there is no time when a user inNetSuite would select "Expired" under the Communication Preferences.

20

Purpose Marketing: Define a Subscription Reference Guide

1.1.3 Purpose Marketing: Define a Subscription

Topic Status:

Subscribing to specific Purpose items

When a country uses Purpose Marketing to define specific communication options, individualcontacts can then subscribe to any specific Purpose item, and within any item, how they wantto receive it.

1. Select: Donor record > Marketing tab > Subscriptions section > press New PurposeMarketing.

2. Select the desired purpose, then Opt In as desired. When "Opt In" is selected, the datefield will automatically add today's date.

21

Purpose Marketing: Define a Subscription Reference Guide

3. If applicable or available, Attach the document of the donor's preference. This is used incountries where donors fill out a paper form indicating their preference. [Note, Feb.2020: While it is technically possible to attach documents ("+" button), we do not havethe file cabinet set up to store these.]

4. Press Save to complete.

How choosing "Opt-Out" or "No Appeals" affects existing

subscriptions

When a contact has asked to Opt-Out of any type of communication or has requested not toreceive Appeals, any Purpose of those types cannot be added to their Marketing tab. If acontact is already subscribed to a type of preference/appeal and then later chooses to Opt-Out,their former preference will automatically unsubscribe and a new subscription cannot beadded.

If a contact is marked Opt-Out and that preference is later changed to Opt-In, they will NOTautomatically be subscribed to any Purpose item.

22

Purpose Marketing: Technical Updates Reference Guide

1.1.4 Purpose Marketing: Technical Updates

Topic Status:

Data considerations related to Purpose Marketing

Purpose Records

· Menu Link: Lists > Marketing > Purpose

· (The word "Marketing" in the Menu may be 'CRM' - depending on your Languagesettings.)

· You will see in the Purpose list only items related to the the Entity on your EmployeeRecord.

Subscription Length (Months)

A subscription length will auto expire an individuals subscription where they have subscribed tothis purpose after a set number of months.

When you edit a 'Purpose' record and set a Subscription Length on a communication channel,after you save it will take up to an hour for the system to set the Expiry Date for all the relevantPurpose Marketing records already existing in NetSuite. Just be aware this is working behindthe scenes after saving.

Donation Reset

When you tick Donation Reset for a communication channel and save the Purpose recordnothing will immediately happen. Overnight, a script will run and look for any donationsreceived in the previous one day, see who made that donation, and update the subscriptionbased on the Purpose parameters.

When you first set this up for already existing Purposes, or perhaps you have just importedyears' worth of data, you may want to have the Donation Reset script run and look at alldonations for the previous year. This means if a Donor gave 6 months ago, the PurposeSubscription will update based on the date of that donation. If this is your desire, log aHelpScout ticket FIRST. We have prepared for this, but we need to update a search toencompass that wider timeframe and then run the script manually. This will only ever need tobe a one-time event for a Purpose.

23

Purpose Marketing Timing Example Reference Guide

1.1.5 Purpose Marketing Timing Example

Topic Status:

Let me start by saying this is how I think it is supposed to work. For fairly obvious reasons wewere not able to fully test the automatic expiration component. So let's assume it workscorrectly, but honestly it will be in the crucible of actual usage where that will be confirmed.

2020-04-28 #441854?

?The automatic expiration has two triggers: Months Elapsed and Gift Reset. This assumes no OptOut date is manually entered (which, in practice, would rarely occur).

· ?Months Elapsed means the number of months from the Opt In date. So in your example,if the opt in was today (28 April 2020), and it was a monthly newsletter sent on the 15thof the month, their last newsletter received would be 15 April 2023.

· Gift Reset. If the settings for the method indicate that the reset time is moved upon anygift, then every time a gift is given, the expiration is set for 36 months from that date. Fora monthly giver, then, it will continually move one month forward perpetually.

It was easy for us to design this in principle because the laws in the UK were pretty specificdespite their inconsistency (it may have been GDPR at the time but I do not know for sure). Foremail communications, the maximum months elapsed is 24 and the recipient must initiate a re-subscription. But for paper communications, the maximum months elapsed is 36 and any giftresets the expiration 36 months from that date.

?As far as the actual script work (in case you were asking), I do not know exactly how that works.I am pretty sure each donor's preferences are not updated every time they give. I think they areupdated when the Purpose is run. That is, it will identify all of the recipients, and then scan foreach recipient's coding and update based on elapsed time and gifts since the last time thePurpose was run.

24

Reference Guide

1.2 CRM Department-Category

Managing organization structure is a complex task! Sometimes the structure used in a ministryis not exactly the same as the reporting structure or even the financial structure. These subtlenuances are reflected in how the ministry engages in sharing their story with partners (donors,potential partners, students, or any person / church / organization that is interested in theministry's work).

Because the actual or "technical" structure of the ministry may not be the same as the"everyday usage", the CRM functionality has an independent "department" or "category" thatallows communication teams or fund development teams to categorize ministry components ina way that is most effective for them.

The CRM Department / Category is an Optional field used in some of the other CRM screens.

Creating / Editing a Department / Category

1. Select Lists > CRM > Department / Category

2. Press New Department | Category to add a new entry, or Edit to edit an existing entry

3. Enter the Name. (All other fields on the screen are not important.)

25

Reference Guide

4. Press Save to finish.

5. To Delete, select "Delete" from the Actions menu.

6. Checking the "Inactive" box will retain the entry but prevent it from being selected as anentry on future donors. You might do this if you wanted to retain this for future filtering,but no longer select it for future donors.

26

Reference Guide

1.3 CRM Interest

In this help topic...

· A "partner" is broadly defined as any contact in the database, including donors,potential partners, newsletter recipients, etc. The "Partner" as we call it is displayed asa "Donor" record in NetSuite, even if the person or organization has never given a gift.

· The "Marketing" tab is not meant to imply we are actively Marketing products oropportunities to give, in part because the term "Marketing" in some feels contrary toour mission mindset. "Marketing" in any CRM tool is where the contact's personalpreferences and interests are stored. In our NetSuite this is where we host all of the"ministry interest" fields including...

o Purpose Marketing definition, (the donor's Communication Preferences and theirpersonal subscriptions)

o CRM Interest (the donor's personal interest in various parts of the ministry)

o Participation Event (the donor's attendance at various ministry events)

27

Reference Guide

"CRM Interest" is a page devoted to identifying a partner's interest in various elements of ourministry. On the entity side are the list of Interests that the ministry has identified. On thepartner side are the interests they have indicated.

Note that from an FD perspective, interest can be indicated in several ways, such as:

· The partner has given a gift in support of a ministry project or staff member. That thepartner has given a gift is a clear indicator of interest. This is an active indication (partner-initiated).

· The partner has signed up for a ministry newsletter (such as through a PurposeMarketing subscription). This is an active indication (partner-initiated).

· A ministry staff member (such as a fund development staff member) has identified thepartner's interest through interaction with the partner. This is a passive indication (notinitiated by the partner)

The CRM Interest screens in NetSuite are NOT dynamically linked. The CRM Interests aremaintained manually only. In other words, of the three methods of identifying interest above,only the last one is likely to be logged into NetSuite. The partners' giving and/or subscriptionsign-up does not automatically also link that partner with the related CRM Interest.

Creating the CRM Interest list

1. Select Lists > CRM > CRM Interest Setup > New

2. Enter the Name of the CRM Interest

3. (Optional) Select the Department/Category this CRM is associated with or add a -New- one if needed.

· This "Department" is not linked to any other department and/or MCC in ourNetSuite.

· It is Optional because in many cases the Name itself is the department or category.(This may only be useful for entities that have multiple interests within the sameMCC.)

24

28

Reference Guide

4. Press Save to finish.

Linking a CRM Interest to a Donor record

1. Select the desired donor

2. Scroll down and select the Marketing tab, then the CRM Interest tab

3. Press the New CRM Interest button

4. Select the desired CRM Interest from the drop-down list. (Note that you can also createa new CRM Interest item from this location.)

29

Reference Guide

5. The Start Date and End Date are both optional fields. They can be useful if you want toallow interests to expire or if the donor has specifically indicated they want the interestto be for a certain time frame.

6. Check the Initial Contact check-box if this CRM Interest is the first or "primary" interestfor this donor. Note: This is not a scripted field. The screen will allow multiple items tobe identified as Initial. (In green, below)

7. Press Save to finish

8. To remove an Interest from a donor's list, click on the Remove link to the far right oftheir interests. (In red, below)

Note about using CRM Interest to develop donor lists for any type of ministry engagement:

When creating the Saved Search for CRM Interest and/or Participation Event, be sure toinclude the criteria for Opt-Out for Purpose Marketing!

30

Reference Guide

1.4 Participation Event

NetSuite Note: We use the term "Participation Event" instead of just "Event" because NetSuitehas an existing feature called "Events" that is not similar to our use in CRM and we wanted toavoid confusion between the two.

31

Reference Guide

In our mission we engage people, and these people often interact with us by attending events.Students attend conferences and trainings or summer projects. Couples attend FamilyLifeevents. Staff Members attend staff conference. And team members attend DMPD and teampartnership development trainings! :)

The design behind Participation Event is to provide a place to simply record this involvement.This is useful also because our NetSuite design does not have a conference registration system.Many ministry events have no costs involved and may not even have an official registration,website, or cost that could be used as a Cash Sale / Designation Item.

Events can be very complex given that some events cost money to participate (for someparticipants, and the costs may vary even among participants at the same event), that they mayhave varying start/end dates, or even that a ministry can have different thoughts on what an"event" actually is (for example, a weekend training conference compared, a one-hourevangelistic seminar, or a fund-raising opportunity).

As with other CRM-related activities, Events have two parts:

· The ministry setup to define the events that any partner can be linked to

· The individual participation at an event on the donor record

Creating a Participation Event

1. Select Lists > CRM > Participation Event Setup where you will see the list of ParticipationEvents (if there are any)

2. Press the New Participation Event button

3. Enter the appropriate information

· Form (use the default WHQ Participation Event List Form)

· Name (required)

32

Reference Guide

· Location (optional)

· Department | Category (optional)

· Date (optional)

4. Press Save

Linking a partner to a specific Participation Event

1. Select the desired partner record

2. Scroll down to the Marketing tab and then select the Participation Event tab

3. Press the New Participation Event button

4. Select the specific Event from the drop-down list

5. All other fields on the page can be left blank. (NetSuite tip: These form lines are defaultfrom NetSuite and are not necessary for our use.)

33

Reference Guide

6. Press Save to finish.

34

Reference Guide

1.5 Donor Dashboard

View the Donor Dashboard by clicking on the Dashboard icon for any selected donor:

The Donor Dashboard offers the Fund Developer roles a quick snapshot of a donor'srelationship with our ministry. The dashboard includes the following frames:

Vertical bar on the left side of the screen

· Partner biographical and giving summaries (vertical bar along left)

o Name, email, and phone (also contains the "Spouse First Name" and "Spouse LastName", but this is only available if the spouse information is included on the partner'sindividual record; it will not display this information from a household record)

o Summary giving history (first/last gift dates; giving over last 12 months / last year / thisyear; lifetime total giving; lifetime number of gifts)

o Address

o Other fields required by NetSuite but not relevant to our use

Horizontal frames on the right side of the screen

35

Reference Guide

· Participation Events attended

· Recent transactions (primarily donations)

· Recent task history (phone calls, appointments, etc.)

The Donor Dashboard has some customizations available. See Donor Dashboard Preferences.

36

36

Donor Dashboard Preferences Reference Guide

1.5.1 Donor Dashboard Preferences

Setting Donor Dashboard as Default View

This is done by each employee individually. It cannot be set as a global preference for allemployees.

1. Hover over your Home icon and select Set Preferences

2. Select the ‘Appearance’ Tab and then look for the option ‘Set Customer Dashboard asDefault View on Customer Record’. Put a tick in that box and click Save.

37

Donor Dashboard Preferences Reference Guide