KEXP.org: Where the Music and Technology Matter
From the KEXP.org: Where the Music and Technology Matter post which is a great example of how the Seattle local radio station KEXP is using the Microsoft Cloud (CRM, Azure, Office 365).
KEXP Seattle is truly listener powered; roughly 60% of KEXP's operating income comes directly from individual donors also known as KEXP members. As a non-profit organization KEXP is faced with the ongoing challenge of motivating existing members to renew their membership while at the same time attracting and converting new listeners into members. Currently KEXP utilizes six separate systems to manage its membership and gift processing workflow. These systems operate in an autonomous manner and in most cases cannot be extended to implement new business processes. KEXP is challenged with the need to have a highly flexible technology foundation for its CRM workflow.
In early 2011 KEXP made a commitment to adopt Microsoft Dynamics CRM online as a means to implement a more unified CRM workflow for both member management & underwriting management. This initiative will model new automated workflows for new member on boarding, existing member account maintenance, gift processing and donation management. Ultimately these workflows will be integrated with applicable data flowing in and out of the music service fabric. For example, the station strives to model geographic listening/usage behavior with donor behaviors.
Another benefit from the Microsoft Dynamics CRM Online implementation will be streamlined interaction with new workflows via Outlook and existing collaboration tools. This will provide KEXP staff the means to drive long running workflows in a more consistent manner.
The net impact from this new architecture is that KEXP will have a more extensible CRM technology platform to both improve existing workflows as well as extend new workflows to their collaboration tools and within the music service fabric. Ultimately these investments will provide a more meaningful and transparent connection between KEXP and its global listener and member community.