Using CiviCRM电子书

Using CiviCRM

Table of Contents

Using CiviCRM

Credits

Foreword

About the Authors

About the Reviewers

www.PacktPub.com

Support files, eBooks, discount offers and more

Why Subscribe?

Free Access for Packt account holders

Preface

What this book covers

What you need for this book

Who this book is for

Conventions

Reader feedback

Customer support

Errata

Piracy

Questions

1. Achieving Your Mission with CiviCRM

Why your organization needs Constituent Relationship Management

What is Constituent Relationship Management?

Customer Relationship Management versus Constituent Relationship Management

Who are your constituents?

When is CiviCRM the best CRM?

Thinking through alternatives

Other CRMs

Why CiviCRM?

Focused on needs of non-profits

User satisfaction

No vendor lock-in

Integration with Drupal and Joomla!

Total cost

Dynamic open source development

Documentation

Responsive community support

How CiviCRM will help your organization

Summary

2. Planning Your CRM Implementation

Barriers to success

Perfection is the enemy of the good

Development methodologies

The conventional Waterfall Development methodology

Iterative development methodology

Agile development methodology

Food Pantry Association of Greater Metropolis

Right-sizing the process

Building the team

Getting started

Creating a baseline

Developing the vision

Creating a project plan

Total cost of ownership

Focusing on constituents and mission

Rethinking organizational processes

Determining your needs

Functional requirements

Contact record management

Contact subtypes

Custom data

e-Newsletters and bulk e-mails

Fundraising

Memberships and subscriptions

Events

Grant management

Activities

Case management

Roles and permissions

CMS integration

Third-party integration

Server sourcing

Implementation plan

Summary

3. Installation, Configuration, and Maintenance

Installing CiviCRM

Installation in Joomla!

Installation in Drupal

Browser/FTP procedure

Drush procedure

Installation troubleshooting

Configuring CiviCRM

Site Configuration

Viewing and Editing Contacts

Sending e-mails

Handling return e-mail traffic

Maintaining a good e-mail server reputation

Configuring the e-mail processor

Online payment processors

Integrated versus redirection processors

Configuring the payment processor

System workflow templates

Organization, customization, and components

Organize your contacts

Customize Data, Forms and Screens

Components

Option Lists

Synchronization with CMS users

Drupal access control for CiviCRM

CiviGroup Roles Sync

CiviMember Roles Sync

CiviCRM OG Sync

CiviCRM access control under Drupal

Dashboard

Navigation

Setting up cron jobs

Upgrades and maintenance

Version and revision upgrades

Joomla! upgrades

Drupal upgrades

Moving an installation to a new server

System maintenance

Developing a backup policy and procedure

Summary

4. CiviCRM Basics: Moving through the System and Working with Contacts

Introduction to the interface

Contacts

Individuals, organizations, and households

Contact subtypes

Planning your contact types

Core information fields

Contact details

Custom data

Address

Communication preferences

Demographics

Deleting contacts

Tags and Groups

Tags

Groups

Using groups

Creating groups

Managing group membership

Relationships

Relationship types

Adding relationships

Activities

Notes

Search

Quick search

Basic search

Advanced Search

Full-text Search

Search Builder

Understanding contact versus component searches

Custom search

Search result actions

Mail actions

Groups and tags actions

Add relationship actions

Add related record actions

Update contact actions

Export/map actions

Subsequent actions on the same selection

Working with contact records

Alternate workflows

Eliminating duplicates

Strategies for dealing with duplicates

Finding and merging duplicates

Finding duplicates

Merging duplicates

Summary

5. Collecting, Organizing, and Importing Data

Custom data fields

Creating online forms with profiles

Profiles in action

Empowering users to update information

Searching an online directory

Including profiles in component pages

Search result views and batch updates

Exposing profile pages to your website

Joomla!

Drupal

Additional options through URL variables

Importing contact and activity data

Contacts import

Activities import

Tips for preparing your data

Migrating to a production server

Summary

6. Communicating Better

How to communicate better

Aligning efforts with objectives

Topic, treatment, tone, and timing

Call to action

Reinforcing your brand

Sending e-mails to one or more constituents

E-mailing using an external client

E-mailing using CiviCRM

Printing address labels

Recording a postal mailing

Printing a PDF letter

Organizing groups for communication

Encouraging subscriptions using profiles

Sending a bulk e-mail

Configuring the header and footer

Configuring and sending bulk e-mails

Managing mailings in process

Creating a bulk e-mail template

Customizing system workflow messages

Recording external e-mails

Summary

7. Fundraising: Money for Your Mission

Developing a fundraising plan

Segmenting by category

Segmenting by channel

Programs

Money, donors, and prospects

Benchmarking

Selecting a payment processor

Initial fundraising configuration

Configuring CiviContribute

Configuring contribution types

Configuring payment instruments

Configuring accepted credit cards

Configuring a payment processor

Configuring premiums

Configuring price sets

Configuring CiviPledge

Recording a contribution manually

Importing contributions

Manually creating a pledge

Searching, examining, and working with contributions

Finding contributions

Examining contributions

Taking action on contributions

Update Pending Contribution Status

Print or E-mail Contribution Receipts

PDF or e-mail receipts

Sending e-mails to contacts

Batch Update Contributions Via Profile

Export Contributions

Delete Contributions

Searching, examining, and taking action on pledges

Searching pledges

Examining pledges

Taking action on pledges

Export Pledges

Delete Pledges

Reporting

Counting prospects with Advanced Search

Additional segmentation suggestions and tools

Researching with profile questionnaires

Contribution reports

Implementing an appeal

Planning

Creating an online contribution page

Title and settings

Contribution amounts

Membership settings

Include Profile

Thank-you and Receipting

Tell a Friend

Personal Campaign Pages

Contribution widget

Premiums

Test-drive

Live Contribution Page

Publicize the page

Sending direct mail

Running a telemarketing appeal

Direct contact

Other types of donations

Permissions

Summary

8. Growing Your Membership and Interacting with Members

Setting things up

Defining membership types

Reviewing status rules

Setting up renewal reminders

Configuring cron jobs

Working with memberships and daily management tools

Memberships in the contact record

Forms to solicit new members and retain the existing ones

Searching and reporting

Big Picture and other tools

Common functions in CiviCRM

Membership directories

Third-party extensions

Summary

9. Managing Events

Why host events?

Building and promoting your event

Information and settings

Waitlisting

Event Location

Fees

Online Registration

Tell a Friend

Testing and promoting

Breakfast seminar example

Processing and managing participants

Working with event registrations

Handling expected payments

Importing participant records

Tracking, searching, and reporting

Tracking registrations using the dashboard

Searching for participants

Event reports

Integrating events into your CRM strategy

Summary

10. Interacting with Constituents: Managing Cases

Thinking through your case management system

Making it real

Configuring cases

Defining activities, workflows, and timelines

Who are your key players?

What outside relationships are involved?

Additional options and testing

Tracking, managing, and resolving cases

Creating and managing case records

Tracking, searching, and reporting cases

Summary

11. Providing Support: Grant Management

Defining the grant application process

Managing grantees

Tracking grant applications

Other side of the coin: Applying for grants

Summary

12. Telling Your Story: Building Reports

Getting to the bottom line

Toolsets and timing

Report Criteria

Report Settings

Report workflows

Available templates

Contact report templates

Contribution report templates

Member report templates

Event report templates

Pledge report templates

Case report templates

Grant report templates

Customizing and building your own templates

Summary

13. Customization, Community, and Cooperation

Future versions and project roadmap

New functionality

Upcoming versions

Customizing and extending

Built to be customized

Hooks and overrides

APIs

Developer documentation and sample code

Forums, IRC, and the issue tracker

Community and cooperation

Summary

Index