5 Questions to Ask About Salesforce for Nonprofits

I've worked with over 2500 nonprofits as they consider a CRM change. Understandably, Salesforce frequently rises up as a desirable option. However, many times the reasons it ascends so quickly are due to: brand and price. The vastly more important question of functional and technical fit, often isn't seriously considered until after selection. The suitability of Salesforce for your nonprofit depends on your team's composition, program strategies, impact goals, and financial standing.

"Can we afford a successful implementation of Salesforce?" and "Has Salesforce been effectively utilized in nonprofits similarly staffed as ours?" are not questions being asked until a poor functional fit has been realized. My hope with this article is not to dissuade from Salesforce, but rather to ensure the right questions are being asked at the right time.

Let's examine five key questions that can help determine whether Salesforce will be your triumphant catalyst or a crippling hindrance.

1. Do we thoroughly grasp the capabilities offered by the Salesforce Nonprofit Success Pack as part of its out-of-the-box functionality? Have we documented the features absent from Salesforce?

Despite thorough research, understanding the features included in the free Salesforce package can be confusing. Small nonprofits soon realize the need to integrate third-party vendors for basic requirements like reporting, data visualization, and data transfer. These additional applications come with costs, both for implementation and ongoing expenses, resulting in engagement with multiple vendors instead of having all functionalities seamlessly integrated within Salesforce.

2. Will Salesforce offer an intuitive user experience that enables everyone to implement best practices in effective and sustainable impact measurement?

Even with significant investments in additional applications, you may still lack intuitive and effective outcomes tracking and measurement tools for your case management team. The need for a user-friendly interface is a common reason organizations seek new case management solutions. So it's perplexing that small nonprofits adopt complex sales platforms meant for large for-profits as their primary tool -- similar to using a 55-passenger bus as a family vehicle just because it's free.

3. Have we evaluated the total cost of owning Salesforce for the first year? What about three years?

To begin the evaluation, get two quotes from consultants for Salesforce setup, app integration, customization, data migration, and training. Online resources can help estimate expenses, but there will be a cost. Simple Salesforce implementations range from $7,000 to $30,000 on average. More complex needs will put you closer to $40,000-$100,000.

Before proceeding, allow me to address common objections you may have regarding these costs:

• "We have someone on our team or board who has experience with Salesforce."
• "We have connections at Salesforce who have offered to assist us."
• "Our needs are straightforward, and we can rely on the out-of-the-box features."

If any of these assertions resonate with you, consider the following points:

1. Merely being familiar with Salesforce doesn't guarantee expertise. Owning a car doesn't mean being a skilled mechanic—I can vouch for that!
2. Volunteers need 40-70 hours over 3-6 months for successful implementation.? Is this the commitment they are genuinely offering?
3. Confirm with Salesforce and a consultant if out-of-the-box features suffice. Don't assume and risk hidden costs and crippling your team with the wrong system.

4. Have we calculated the staff time required to manage the implementation process effectively and receive proper training to administer and utilize the Salesforce platform?

Salesforce's Readiness Survey suggests the following prerequisites for organizations genuinely ready to adopt Salesforce:

"We have a clear training plan and budget to empower key staff as Salesforce experts. Salesforce skills, responsibilities, and learning goals are integrated into relevant job descriptions and annual objectives. We have identified the necessary certifications and training for our staff."

Does this description align with your organization? Even if it does, Salesforce consultants estimate that a skilled resource in your organization should dedicate 5-15 hours per week for 3-12 months to lead the Salesforce implementation. In addition to annual labor costs of about $20,000, budget approximately $1,800 per person for comprehensive Salesforce training.

5. Have we calculated the return on investment (ROI) for the total Salesforce investment required?

Has the notion of "free" dissipated into thin air? If so, it shouldn't come as a surprise. After all, what highly effective tool in life is genuinely free? Who would choose to reside in a house or drive a car constructed entirely from freely acquired tools and materials?

Similarly, it is unwise to build the foundation of your mission' upon tools that are ostensibly free. In fact, Salesforce discourages this approach. They understand better than anyone that a successful implementation demands hundreds of hours and tens of thousands of dollars.

Where does this leave you?

The aim of this article is to help your organization conduct a practical evaluation of the return on investment (ROI) from Salesforce. This evaluation includes analyzing the product, third-party apps, implementation, data migration, staff time, training, and ongoing support and upgrades.

Invest time in understanding the complete ownership expenses of a Salesforce solution for your organization. Your mission and social-good efforts are too important to rely on an insufficient solution, even if it seems free.