You are previewing Using CiviCRM - Second Edition.
O'Reilly logo
Using CiviCRM - Second Edition

Book Description

Develop and implement a fully-functional, systematic CRM plan with CiviCRM

About This Book

  • Develop an integrated online system that manages contacts, donations, event registrations, memberships, bulk e-mail, campaigns, case management, and other functions such as activity tracking, grant distribution, and reporting.

  • Plan a constituency relationship management strategy with ladders of engagement that will improve how your organization realizes its mission.

  • Use case studies and step-by-step examples to put the raw concepts into real-life terminology and build your solutions.

  • Who This Book Is For

    The book is primarily for administrators tasked with implementing, configuring, maintaining, and updating CiviCRM, and staff users who are looking to better understand the tools available in order to become power users. CiviCRM is software that may be used by advocacy groups, non-profit, and non-governmental organizations, elected officials, professional and trade associations, government entities, political campaigns and parties, and other similar organizations, and this book will prove useful to all such users.

    What You Will Learn

  • Install and configure your CiviCRM

  • Analyze your current workflows and processes to translate them effectively into the CiviCRM model

  • Build an integrated system to solicit, retain, and manage your donors and members through robust management and reporting tools for administrators

  • Raise more money with CiviCRM with effective solicitation campaigns

  • Market events effectively and track registrations and payments

  • Improve communications with constituents using targeted broadcast e-mail campaigns

  • Track ongoing communications with constituents including from Outlook and Gmail using activities and case management tools

  • Take advantage of the many CiviCRM tools to generate both simple and complex event structures and manage registrants through every phase of the project

  • In Detail

    CiviCRM provides a powerful toolbox of resources to help organizations manage relationships with constituents. It is free, open source, web-based, and geared specifically to meet the constituent relationship management needs of the not-for-profit sector.

    Beginning with broader questions about how your organization is structured, which existing workflows are critical to your operations, and the overarching purpose of a centralized CRM, the book proceeds step by step through configuring CiviCRM, understanding the choices when setting up the system, importing data, and exploring the breadth of tools available throughout the system.

    You will see how to best use this software to handle event registrations, accept and track contributions, manage paid and free memberships and subscriptions, segment contacts, send bulk e-mails with open and click-through tracking, manage outreach campaigns, and set up case management workflows that match your organization’s roles and rules. With specific emphasis on helping implementers ask the right questions, consider key principals when setting up the system, and understand usage through case studies and examples, the book comprehensively reviews the functionality of CiviCRM and the opportunities it provides.

    With this book, you can help your organization better achieve its mission as a charity, industry association, professional society, political advocacy group, community group, government agency, or other similar organization and position yourself to become a power user who efficiently and effectively navigates the system.

    Style and approach

    This guide is packed with step-by-step tutorials and real-life examples interspersed with practical advice and best practices on how to use CiviCRM strategically. You will be able to quickly grasp and implement the basic elements of CiviCRM before moving on to more advanced tools.

    Downloading the example code for this book. You can download the example code files for all Packt books you have purchased from your account at If you purchased this book elsewhere, you can visit and register to have the code file.

    Table of Contents

    1. Using CiviCRM - Second Edition
      1. Table of Contents
      2. Using CiviCRM - Second Edition
      3. Credits
      4. About the Authors
        1. eBooks, discount offers, and more
          1. Why subscribe?
      6. Preface
        1. What this book covers
        2. What you need for this book
        3. Who this book is for
        4. Conventions
        5. Reader feedback
        6. Customer support
        7. Errata
        8. Piracy
        9. Questions
      7. 1. Achieving Your Mission with CiviCRM
        1. Why you need Constituent Relationship Management
        2. What is Constituent Relationship Management?
        3. Customer Relationship Management versus Constituent Relationship Management
          1. Who are your constituents?
        4. When is CiviCRM the best CRM?
          1. Thinking through alternatives
          2. Customizing CiviCRM to match your needs
          3. Other CRMs
        5. Why CiviCRM?
          1. Focused on needs of non-profits
          2. User satisfaction
          3. No vendor lock-in
          4. Integration with Drupal, Joomla!, and WordPress
          5. Total cost
          6. Dynamic open source development
          7. Documentation
          8. Responsive community support
        6. CiviCRM events
        7. How CiviCRM will help your organization
        8. Summary
      8. 2. Planning Your CRM Implementation
        1. Challenges on your way to success
          1. Perfection is the enemy of the good
        2. Thoughts on development
          1. Where to get help?
          2. Development methodologies
          3. The conventional waterfall development methodology
          4. Iterative development methodology
          5. Agile development methodology
          6. Food Pantry Association of Greater Metropolis
          7. Right-sizing the process
        3. Building the team
          1. Getting started
          2. Creating a baseline
            1. FPAGM memberships
          3. Developing the vision
          4. Creating a project plan
          5. Total cost of ownership
        4. Focusing on constituents and mission
          1. Rethinking organizational processes
        5. Determining your needs
        6. Functional requirements
          1. Contact record management
            1. Contact subtypes
            2. Custom data
          2. E-newsletters and bulk e-mails
          3. Payment processing
          4. Memberships and subscriptions
          5. Events
          6. Grant management
          7. Activities
          8. Case management
          9. Campaigns
          10. Volunteer management and human resources
          11. Roles and permissions
            1. CMS integration
            2. Implementation plan
        7. Development environment and best practices
        8. Summary
      9. 3. Installation, Configuration, and Maintenance
        1. Installing CiviCRM
          1. Installation in Joomla!
          2. Installing in Drupal 7
            1. Browser/FTP procedure
            2. Drupal shell procedure
          3. Installing in WordPress
          4. Installing troubleshooting
        2. Configuring CiviCRM
        3. Site configuration
          1. Viewing and editing contacts
          2. Sending e-mails
          3. Handling return e-mail traffic
          4. Maintaining a good e-mail server reputation
          5. Configuring the e-mail processor
          6. Payment processors
            1. Integrated versus redirection processors
            2. Configuring the payment processor
            3. The System Workflow Templates page
          7. Organizing, customizing, and components
            1. Organize your contacts
            2. Customize data, forms and screens
            3. Components
          8. Option lists
          9. Synchronizing users with contacts
          10. Access control
          11. Advanced access control
            1. Drupal – the CiviGroup Roles Sync module
            2. Drupal – the CiviMember Roles Sync module
            3. Drupal – the CiviCRM OG Sync module
            4. Joomla! – the CiviAuthenticate plugin
            5. Joomla! – the CiviCRM Group Sync plugin
            6. WordPress – the WordPress Member Sync plugin
          12. Dashboard
          13. Navigation
          14. Setting up Cron jobs
            1. Running the Scheduled Jobs tool via Cron
              1. PHP CLI
              2. URL method
              3. Drush method
              4. WP-CLI method
              5. Other parameters
            2. Managing scheduled jobs
        4. Upgrades and maintenance
          1. Version and revision upgrades
            1. Upgrade process
          2. Moving an installation to a new server
          3. System maintenance
          4. Developing a backup policy and procedure
        5. Summary
      10. 4. CiviCRM Basics – Moving through the System and Working with Contacts
        1. Introduction to the interface
        2. Contacts
          1. Individuals, organizations, and households
            1. Contact subtypes
          2. Planning your contact types
          3. Core information fields
            1. Contact details
            2. Custom data
            3. Address
            4. Communication preferences
            5. Demographics
            6. Deleting contacts
          4. Tags and groups
            1. Tags
            2. Groups
              1. Using groups
              2. Creating groups
              3. Managing group membership
          5. Relationships
            1. Relationship types
            2. Adding relationships
          6. Activities
          7. Notes
        3. Search
          1. Quick search
          2. Basic search
          3. Advanced search
          4. Full-text search
          5. Search builder
          6. Understanding contact versus component searches
          7. Custom searches
        4. Search result actions
          1. Mail actions
          2. Groups and tags actions
          3. Add relationship actions
          4. Add related record actions
          5. Update contact actions
          6. Export/map actions
          7. Subsequent actions on the same selection
        5. Working with contact records
          1. Alternate workflows
          2. Eliminating duplicates
            1. Strategies for dealing with duplicates
            2. Finding and merging duplicates
            3. Creating rules and finding duplicates
            4. Merging duplicates
        6. Summary
      11. 5. Collecting, Organizing, and Importing Data
        1. Custom data fields
        2. Creating online forms with profiles
          1. Visibility and listings
          2. Profiles in action
            1. Empowering users to update information
            2. Searching an online directory
            3. Including profiles in component pages
            4. Search result views and batch updates
          3. Exposing profile pages to your website
            1. Joomla!
            2. Drupal
            3. WordPress
            4. Profile ACLs
            5. Additional options through URL variables
        3. Importing contact and activity data
          1. Contact import
          2. Activities import
          3. Other import options
          4. Tips for preparing your data
          5. Migrating to a production server
        4. Summary
      12. 6. Communicating Better
        1. Looking at communication
          1. Aligning efforts with objectives
          2. Topic, treatment, tone, and timing
          3. Call to action
          4. Reinforcing your brand
        2. Sending e-mails to one or more constituents
          1. E-mailing using an external client
          2. E-mailing using CiviCRM
        3. Printing address labels
          1. Recording a postal mailing
        4. Printing a PDF letter
        5. Organizing groups for communication
        6. Encouraging subscriptions using profiles
        7. Sending bulk e-mails and SMS
          1. Setting up the system
          2. Configuring the header and footer
          3. Configuring and sending bulk e-mails
          4. Managing mailings while in process or completed
          5. Sending SMSes
        8. Creating a bulk e-mail template
        9. A/B testing
        10. Customizing system workflow messages
        11. Recording external e-mails
        12. Personalized appeal for volunteers
        13. Summary
      13. 7. Campaigning with Petitions and Surveys
        1. Working with campaigns
        2. Referencing campaigns throughout the system
        3. Surveys and petitions
          1. Surveys
            1. GOTV (Voter Tracking)
          2. Reporting on campaigns
          3. CiviEngage
        4. Summary
      14. 8. Fundraising for Your Mission
        1. Implementing a fundraising appeal
        2. Developing a fundraising plan
          1. Segmenting by category
          2. Segmenting by channel
          3. Programs
          4. Money, donors, and prospects
          5. Benchmarking
        3. Selecting a payment processor
        4. Initial fundraising configuration
          1. Configuring CiviContribute
            1. Configuring financial types and accounts
            2. Configuring payment instruments
            3. Configuring accepted credit cards
            4. Configuring soft credit types
            5. Configuring a payment processor
            6. Configuring premiums
            7. Configuring price sets
          2. Configuring CiviPledge
        5. Recording a contribution manually
        6. Importing contributions
        7. Manually creating a pledge
        8. Searching, examining, and working with contributions
          1. Finding contributions
          2. Examining contributions
          3. Taking action on contributions
            1. Batch Update Contributions Via Profile
            2. Update Pending Contribution Status
            3. Print or e-mail contribution receipts/invoices
            4. Send Email to Contacts
            5. Export Contributions
            6. Delete Contributions
        9. Searching, examining, and taking action on pledges
          1. Searching pledges
          2. Examining pledges
          3. Taking action on pledges
            1. Deleting pledges
            2. Exporting pledges
            3. Printing selected rows
        10. Accounting Batches
          1. Batch Data Entry
          2. Batching existing contributions
        11. Reporting
          1. Counting prospects with Advanced Search
          2. Additional segmentation suggestions and tools
            1. Researching with profile questionnaires
          3. Contribution reports
        12. Implementing an appeal
          1. Planning
          2. Creating an online contribution page
            1. Title and settings
            2. Amounts
            3. Memberships
            4. Receipt
            5. Tell a Friend
            6. Profiles
            7. Premiums
            8. Widgets
            9. Personal campaign pages
            10. Test-drive
            11. Live contribution page
            12. Publicizing the page
          3. Sending direct mail
          4. Running a telemarketing appeal
          5. Direct contact
        13. Other types of donation
        14. Permissions
        15. Summary
      15. 9. Growing Your Membership and Interacting with Members
        1. Setting things up
          1. Component settings
          2. Defining membership types
          3. Reviewing status rules
          4. Setting up renewal reminders
        2. Working with memberships and daily management tools
          1. Memberships in the contact record
        3. Forms to solicit new members and retain the existing ones
        4. Searching and reporting
        5. The big picture and other tools
          1. Common functions in CiviCRM
          2. Membership directories
          3. Third-party extensions
        6. Summary
      16. 10. Managing Events
        1. First things – why events?
        2. Building and promoting your event
          1. Information and settings
            1. Maximum number of participants
          2. Event location
          3. Fees
          4. Online registration
          5. Schedule reminders
          6. Tell a Friend
          7. Personal campaigns
          8. Repeat
          9. Testing and promoting
          10. Breakfast seminar example
        3. Processing and managing participants
          1. Working with event registrations
            1. Partial payments
            2. Handling expected payments
          2. Importing participant records
        4. Tracking, searching, and reporting
          1. Tracking registrations using the dashboard
          2. Searching for participants
          3. Event reports
        5. Additional tools and options
        6. Integrating events into your CRM strategy
        7. Summary
      17. 11. Interacting with Constituents – Managing Cases
        1. Thinking through your case management system
          1. Making it real
        2. Configuring cases
          1. Other configuration options
          2. Testing and using cases
        3. Tracking, managing, and resolving cases
          1. Creating and managing case records
          2. Tracking, searching, and reporting cases
        4. Summary
      18. 12. Providing Support – Grant Management
        1. Defining the grant application process
        2. Managing grantees
        3. Tracking grant applications
        4. Grant reports
        5. The other side of the coin – applying for grants
        6. Summary
      19. 13. Telling Your Story – Building Reports
        1. Getting to the bottom line
        2. Toolsets and timing
          1. Columns
          2. Grouping
          3. Sorting
          4. Filters
          5. Title and format
          6. E-mail delivery
          7. Access
        3. Saving and working with reports
        4. Available templates
          1. Contact report templates
          2. Contribution report templates
          3. Member report templates
          4. Event report templates
          5. Pledge report templates
          6. Case report templates
          7. Grant report templates
          8. E-mail report templates
          9. Campaign report templates
        5. Customizing and building your own templates
        6. Summary
      20. 14. Customization, Community, and Cooperation
        1. Future versions and the project roadmap
        2. Customizing and extending
          1. Built to be customized
          2. Extensions, hooks, and overrides
          3. APIs
          4. Code management
          5. Developer documentation and sample code
          6. StackExchange, forums, IRC, and JIRA
        3. Community and cooperation
        4. Supporting CiviCRM
        5. Summary
      21. Index