This week, CFG reaches a significant milestone in its digital transformation. Milly Durrant, CFG's Director for Engagement, explains what we've done, what's coming next and what it means for you.
Over the past 12 months, we've been talking more openly about CFG's digital transformation and what it means for you as members, partners and supporters.
This week marks an important milestone: we're completing our move to a new CRM (customer relationship management) system. This will be at the centre of everything we do, connecting to both our finance system and CFG's new website, which will launch later in the spring.
Through our membership surveys and conversations, we've long known that our previous systems were holding us back – and at times making things harder for you. This shift is both necessary and overdue.
At its heart, this work is about improving your practical, everyday interactions with us. Whether you're signing up for an event, accessing member benefits, inviting your colleagues to register with CFG, managing your account, or simply keeping in touch, you'll start to see changes that make things clearer, faster and more intuitive.
What you'll see over the coming months
The CRM move that is happening now, is just one part of our wider programme of improvements. In the coming months, you’ll start to notice more streamlined communications and a smoother experience when accessing resources and services. There will also be better joined-up data behind the scenes.
Some changes will be visible straight away; others will arrive gradually as we test and refine. The direction, though, is clear: stronger systems, clearer processes and a better experience for you.
Keeping you informed as we go
If your organisation has ever been through something similar, you'll know just how critical and intricate these projects are. Transparency and accessibility are central to our transformation work.
We'll keep sharing updates about what's changing, why and what to expect next – including the improvements you can expect and what we learn along the way.
It’s important that we acknowledge the people making this possible. Our staff team has worked incredibly hard on the CRM move alongside our digital partners, all while ensuring ‘business as usual’ continues.
CFG’s board has been hugely supportive too and we thank them for their vision and confidence. Our trustees recognised early the importance of investing in our infrastructure.
Finally, we're grateful to you, our members, partners and supporters, for your patience as we work through this transition.
Your feedback matters – and more is coming soon
We’ll soon publish our membership survey results and are delighted to once again see such strong advocacy and positive feedback for CFG, giving us clear insight into what you value most and where we can improve.
However, we don't see feedback as a once-a-year exercise! As these digital changes bed in, we invite you to share with us what's working for you, what isn't and what would help you get more from your CFG membership.
This is a year of meaningful change for CFG, and as always, we can only build it with you.
If you have any feedback or questions for the team, please get in touch. We'd love to hear from you!