Impact Measurement and Outcomes Evaluation Using Salesforce for Nonprofits: A Guide to Data-Driven Frameworks 1484297075, 9781484297070

Table of contents :
Table of Contents
About the Author
About the Technical Reviewer
Acknowledgments
Introduction
Chapter 1: Introduction to Salesforce for Nonprofits
Introduction to Nonprofit Cloud
Nonprofit Cloud Case Management
Program Management Module
Nonprofit Success Pack (NPSP)
Soft Credits
Manage Households
Engagement Plans
Gift Levels
Gift Entry Templates
Recurring Donations
Rollup Summaries
Reporting and Analytics
Outbound Funds Module
Accounting Subledger
Other Salesforce Tools
Getting Started with Salesforce
Understanding the Power of Us (P10) Program
Signing Your Contract
Getting Access to Your Organization
Installing Other Salesforce Tools
Conclusion
Chapter 2: Introduction to Impact Measurement and  Outcome Evaluation
Common Definitions
Impact Measurement
Outcome Evaluation
Key Performance Indicators (KPIs)
SMART Goals
Steps to KPI Process
Identify Outcomes
Define Success
Select Measures for Each Element of Success
Set a Target
Begin Measuring
Assess Results
Objectives and Key Results (OKRs)
Return on Investment
Social Return on Investment
Establishing the Scope and Identifying Stakeholders
Mapping Outputs
Demonstrating Outcomes and Giving Them a Value
Establishing Impact
Calculating the SROI
Reporting, Using, and Embedding the SROI
Cost-Benefit Analysis (CBA)
Pre-Post Comparison
Conclusion
Chapter 3: Creating Logic Models and Theories of Change
History
Steps to Creating a Theory of Change
Issue Analysis
Stakeholder Analysis
Final Outcome
Intermediate Outcomes/Outputs
Inputs and Activities
Change Methods
Sequencing and Diagramming
Sequencing
Diagramming
External Factors
PESTEL Environmental Review
Assumptions and Risks
Assumptions
Risks
Conclusion
Chapter 4: Developing an Impact Management Strategy
Strategic Planning
Selecting Indicators and Metrics
Collecting and Managing Data
Establishing Baselines and Targets
Ensuring Data Quality and Reliability
Conclusion
Chapter 5: Creating the Framework in Salesforce
Creating (or Documenting) Your Data Model
Example Data Model
Data Model and Your Theory of Change
Creating reports
Report Types
Custom Report Types
Report Formats
Fields
Filters
Cross Filters
Tabular Reports
Summary Report (Grouped by Rows)
Matrix Report (Rows and Columns)
Joined Reports
Subscribe to Reports
Recipients and Running User
Conditions
Export Reports
Einstein Discovery for Reports
Creating Dashboards
Dashboard Filters
Using Formulas and Validation Rules
Formula Fields
Basic Examples
Length of Service
Scoring Assessments
Intermediate Examples
Pulling Data from Related Objects
Overdue for Appointment Visual Reminder
Client Age at Intake
Advanced Examples
Nested Fields
Formulas in Reports
Bucket Column
Row-Level Formulas
Summary Formulas
Validation Rules
Example Validation Rules
Recording the Language of Non-English Calls
Ensuring Crisis Calls Have Documentation
Ensuring Closed Cases Cannot Be Edited
Other Considerations for Data Input
Certifications and Additional Learning
Strategies for Collecting Data
Conclusion
Chapter 6: Evaluating Impact
Evaluating Impact Qualitatively
Analyzing Qualitative Survey Results
Time Commitment
Reading Level
Example Reading Ease
Technology
Appropriateness of Questions
Collecting Case Studies and Testimonials
Use a Generic Example
Consent
Call to Action
Testimonials
Facilitating Interviews and Focus Groups
Interviews
Focus Groups
Evaluating Impact Quantitatively
Entry and Exit Assessments
Analyzing Quantitative Survey Results
Statistical Measurement Techniques
Define Your Null Hypothesis and Alternative Hypothesis
Decide on an Alpha Value
Check for Independence
Check for Normality and Other Assumptions
Run the Test and Examine the Results
Making Changes to Improve Impact
Improving Survey Results
Improving Assessment Results
Social Return on Investment
Reporting on Impact
Annual Reports
Social Media
Earned Media
Salesforce Standard Reporting
Other Issues in Evaluating Impact
Conclusion
Chapter 7: The Change Management Process
Step 1: Determine the Idea and Its Context
Step 2: Define the Change Initiative
Step 3: Evaluate the Climate for Change
Step 4: Develop a Change Plan
Step 5: Identify a Sponsor
Step 6: Prepare the Recipients of Change
Step 7: Create the Cultural Fit
Step 8: Develop and Choose a Change Leader Team
Step 9: Create Small Wins for Motivation
Step 10: Constantly and Strategically Communicate the Change
Step 11: Measure Progress of the Change Effort
Step 12: Integrate Lessons Learned
A Case Study of Change Management
Determine the Idea and Its Context
Define the Change Initiative
Evaluate the Climate for Change
Develop a Change Plan
Identify a Sponsor
Prepare the Recipients of Change
Create the Cultural Fit
Develop and Choose a Change Leader Team
Create Small Wins for Motivation
Constantly and Strategically Communicate the Change
Measure Progress of the Change Effort
Integrate Lessons Learned
Conclusion
Chapter 8: Case Studies
Case Study 1: Nonprofit Crisis Line
Introduction to the Organization
Current Technology
Planned Technology
Old Data Model
New Data Model
Impact and Outcome
Reports and Dashboards
Social Return on Investment
Assessments
Surveys
Change Management Process
Final Outcomes
Case Study 2: Chamber of Commerce
Introduction to the Organization
Current Technology
Planned Technology
Old Data Model
New Data Model
Impact and Outcome
Interviews
Einstein Prediction Builder
Flows and Automation
Experience Cloud
Final Outcomes
Case Study 3: Homeless Shelter and Food Pantry
Introduction to the Organization
Current Technology
Planned Technology
Old Data Model
New Data Model
Impact and Outcome
Pre-Post Comparison
Interviews
Final Outcomes
Conclusion
Chapter 9: Advanced Techniques
What Is Einstein?
Einstein Next Best Action (NBA)
Einstein Prediction Builder
Einstein Discovery (Tableau)
Einstein Bots
Ethics of Einstein
Using Einstein Prediction Builder
Define Your Use Case
Identify the Data That Supports Your Use Case
Create Your Prediction
Review, Iterate, and Enable Your Prediction
Monitor Your Prediction
Deploy and Use Your Prediction
Updating the Prediction
Collecting Survey Data via Experience Cloud
Leveraging AppExchange Solutions to Better Model Outcomes
Conclusion
Chapter 10: Conclusion
The Future of Salesforce and Program Evaluation
Next Steps in Your Learning
Salesforce Certifications and Accredited Professionals
Salesforce Certified Nonprofit Cloud Consultant
Salesforce Certified OmniStudio Consultant
Einstein Prediction Builder Accredited Professional
Net Zero Cloud Accredited Professional
Trailmixes
Degrees and Certificates
How to Implement What You’ve Learned in Your Organization
Remembering What You Learned
Putting It into Practice
Conclusion
Index