CRM & Supporter Experience: Get Started and Keep going

Implementing a new CRM can feel overwhelming, but it doesn’t have to be. In this practical and honest session, Annie Donovan-Kin draws on 20+ years of charity sector experience (including a major CRM overhaul at London’s Air Ambulance Charity) to guide you through the essential steps of CRM implementation with your supporters at the heart.

You’ll learn why a CRM is more than just tech, what to do before you even choose a platform, and how to avoid common pitfalls that can derail even the best-laid plans. From building a rock-solid business case to navigating people, processes, data hygiene, and adoption, Annie shows you how to take the next right step, even when things go wrong.

Whether you’re a small charity using spreadsheets or gearing up for a full CRM rollout, this session will help you get started, keep momentum, and create a supporter experience that’s thoughtful, efficient, and sustainable.

Key learnings from this session:

• Key steps to prepare for a CRM implementation (before you touch the tech)
• How to build a business case and get leadership buy-in
• Tips for managing messy data and realistic timelines
• Practical ways to improve supporter experience with or without a CRM
• What to do when your CRM plans fall apart, and how to keep going anyway