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20NTC Session Proposal

Not Just for Fundraising Anymore: Managing Programs with CRM Systems

Submitted by: Leah Kopperman | Keshet


Salesforce, Simply360, CiviCRM, Blackbaud: you know the benefits of using a constituent relationship management (CRM) system to track and communicate with donors and prospects. But these systems can be just as powerful for running the day-to-day program operations of your organization. Explore examples from small, medium, and large human services, youth, LGBTQ+, conservation, membership, and advocacy organizations where CRM is widely adopted. Learn how program staff track client relationships and outcomes, run trainings, manage certifications, organize transportation, provide member services, enable online registration, and more. The session will also cover gaining full adoption, reporting and dashboards, and integration with external systems.

Learning Outcomes

  • explain how CRMs can positively impact program management and cite specific examples of CRMs in use for program management;
  • determine if a CRM would benefit your program(s);
  • identify key requirements to implement a program CRM.


Case Study


Jake Grinsted



As early as college, Jake Grinsted began working with The Fresh Air Fund – a nonprofit serving New York City children – but a summer adventure soon became a full-time job. After inheriting old program management tools built with MS Access, Excel, Oracle, and paper filing cabinets, he soon began a quest for a more useful program management CRM system. Not satisfied with the tools on the market, Jake headed a small team who built a new in-house CRM that now manages over a million people… helping staff with program relationships, registration and attendance, transportation, geographical mapping, and of course outcome reporting. Before long, The Fresh Air Fund’s partners were asking to use this CRM too, and what began in-house inspired a new stand-alone platform called Simply360. Jake now works with other nonprofits to help them manage their data, and dreams of creating “blueprints” for program management in multiple sectors, demystifying and simplifying the implementation of a CRM for smaller nonprofits.

Leah Kopperman

Director, Data & Constituent Relationship Management (CRM)


Leah Kopperman (she/her) has been working with nonprofit CRM systems since 2001. She has worked as a consultant implementing Blackbaud Enterprise CRM, and as a staff member leading the organization-wide adoption of Salesforce at a mid-sized education focused nonprofit in New York City. She currently directs ongoing CRM use and development at Keshet, the national Jewish LGBTQ+ rights organization. She holds an MS in nonprofit management and has been in the nonprofit sector for over 25 years. This will be her 9th NTC; she presented on two panels at 17NTC and has appeared on Tony Martignetti Nonprofit Radio. Leah is an out lesbian, gender diversity advocate, and voice for fat acceptance.

Medha Nanal


Top Cloud Consulting

Medha has over two decades of experience developing database & CRM systems and related products, and helping organizations utilize technology to achieve their goals and mission. After working for Silicon Valley’s top technology companies, she started work with non profit organizations and currently helps them with Information Technology Assessments, Data Strategy, Data Governance and Analytics & KPI’s, to make fundraising, operations and programs more successful. Medha is also an NTEN faculty and a member of Association of Fundraising Professionals, and lives in Palo Alto, CA with her family.

Kai Williams

Executive Director

The International Wildlife Rehabilitation Council

Kai absorbs information the way most people drink coffee and is fascinated with the junction of technology, organizational theory, and the ability to do good for our world.

Executive director of The International Wildlife Rehabilitation Council (IWRC), she attended Lawrence University and has a Masters degree in Public Policy & Administration from Northwestern University.

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March 13, 2019


3:15pm – 4:30pm

CFRE Credits

NFR - 1.25

Collaborative Notes

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Session Evaluation

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