CFDG, IoF and ACEVO release ‘CRM Implementation’, a guide for charities navigating customer relationship management systems

16th February 2011

Katherine Hudson, Director of Membership and Marketing at ACEVO, said, “I am delighted that we have been able to come together as organisations to produce this objective guide, since it responds directly to members’ requests in this area. Relationships with stakeholders are increasingly vital to an organisation’s success, and deciding on a CRM system involves major investment of time and money.  The more knowledge we can share as a sector the better decisions we can make, which ultimately leaves us with more resource to spend directly on our members and beneficiaries.”

Drawing on the knowledge and experiences of professional experts across related industries, ‘CRM Implementation’ looks at the important considerations for any charity looking to invest or improve in this area.  Articles include the very basics of what CRM is and getting started, covered by contributions from Peter Flory, Athena Consultants, and Iain Pritchard from Sayer Vincent; and more specific legal issues surrounding data protection, looked at by Mairead O’Reilly, of Bates Wells and Braithwaite, amongst others.  

The publication also gives the organisational perspective with case studies from across the sector, including Liverpool CVS, British Heart Foundation and Motability.  David Membrey added, “making the right decision for your organisation can be difficult.  This publication will help charities to find ways of navigating this territory and learn from the experiences of their peers.”

Bruce Leeke went on to say, “We hope that the experiences featured in this publication, both good and bad, will give you a significant advantage when taking on the challenge of a new CRM system”.

- Ends -

Notes to Editors:

1. CFDG is the charity that promotes best practice in charity finance management, supporting finance managers with conferences, training and a wealth of web-based information.  CFDG is also active in the policy arena, working on issues that affect charity finances.  CFDG’s circa 1700 members are responsible for the finances of charities with a wide variety of income levels. Between them our members manage some £17.4 billion in charity income per year, around half of the sector’s income. For more information please contact the CFDG policy team at or on 0207 2508347

2. The Institute of Fundraising’s ( mission is to support fundraisers, through leadership, representation, standards setting and education, to deliver excellent fundraising.  Members are supported through training, networking, the dissemination of best practice and representation on issues that affecting the fundraising community.  The Institute of Fundraising is the largest individual representative body in the voluntary sector with 5000 Individual members and 300 Organisational members.

The Institute is a charity registered in England and Wales (No 1079573) and Scotland (No SC038971), and a company limited by guarantee (No 3870883). VAT registration number 547 8930 96.   For further information pleas contact Diana Mackie at or on 0207 840 1027/07793 802852.

3. The Association of Chief Executives of Voluntary Organisations (ACEVO - is the professional body representing charity and not-for-profit sector chief executives in the UK, with nearly 2000 members. The broad not-for-profit sector now employs the full-time equivalent of 1.5m staff, with a collective annual turnover of £46bn. ACEVO is committed to improving third sector leadership skills worldwide.

4. Gifting Solutions, sponsors of the publication, has been described by BDO Stoy Hayward, the 5th largest accountancy firm in the World as “the single, most significant development in fundraising ever.” Gift To Charity, its online and in store cashback initiative, received top marks in the Institute of Fundraising’s Innovation Zone.


  • Email
  • Twitter
  • Facebook
  • Linkedin

© Charity Finance Group / © Charities Resource Network / Registered Office: 15-18 White Lion Street, London, N1 9PG.
A Company Limited by Guarantee. Registered in England No. 3182826, Registered Charity No. 1054914, Registered VAT No. 945 6038 09.