Choosing The Right Consultant for a Tech Project
Most charity CRM projects fail for one simple reason: the organisation chose the wrong consultant.
Not the wrong software. Not the wrong timeline. The wrong advisor. A slick salesperson, a generalist IT firm, or a “CRM expert” who has never carried a fundraising target will derail your investment faster than any piece of technology ever could.
A CRM is not an IT project. It is a core business system that underpins fundraising, supporter relationships, reporting, compliance, and governance. Selecting the right consultant is therefore a serious leadership decision—not a procurement exercise delegated to the lowest bidder.
Here is how charities should approach it, clearly and without illusion.
1. Start With Fundraising, Not Technology
If a consultant leads with system features, integrations, or licenses before they talk about fundraising models, supporter journeys, and revenue streams, walk away.
A credible CRM consultant for a charity must understand:
- Annual giving, major gifts, bequests, trusts and foundations, corporate partnerships
- Campaigns, appeals, events, and stewardship
- Reporting to boards, executives, and regulators
- The reality of frontline fundraising teams and data hygiene
Technology should follow fundraising strategy—not the other way around. Always.
2. Demand Sector Experience—Not “Transferable Skills”
Charities are not corporates with a donor tab added on. The rules are different. The pace is different. The constraints are real.
A serious CRM consultant should be able to point to:
- Multiple nonprofit or charity CRM implementations
- Experience with donor data, not just “customers”
- Understanding of consent, privacy, and ethical fundraising
- Familiarity with understaffed teams and competing priorities
If their case studies are vague, anonymised beyond usefulness, or entirely corporate, assume they are learning on your dime.
3. Insist on Consultant Independence From Software Vendors
Many “consultants” are thinly disguised resellers. Their advice conveniently aligns with the product they sell. That is not consulting—that is commission-based persuasion.
A strong CRM advisor should:
- Be platform-agnostic (or at least honest about limitations)
- Willing to say no when a system is not right for your organisation
- Focus on fit-for-purpose, not brand prestige
- Put your operating model ahead of their partnerships
Your CRM will outlast the consultant. Choose advice that serves you, not their sales target.
4. Look for Governance, Not Just Delivery
Any consultant can configure fields and workflows. Fewer can help you govern the system once the excitement fades.
You need someone who can guide:
- Data governance and ownership
- Reporting standards and KPIs
- User roles, permissions, and accountability
- Change management and adoption
- Long-term scalability, not just “go-live”
If the consultant disappears after implementation, leaving you with a fragile system no one owns, the project has already failed.
5. Test Their Willingness to Challenge You
Good consultants are not “yes people.” They will tell you uncomfortable truths.
They should be willing to say:
- Your processes are broken
- Your reporting expectations are unrealistic
- Your data is unreliable
- Your timelines are politically driven, not operationally sound
- Your leadership alignment is weak
If everything sounds easy, fast, and painless, you are being sold a fantasy.
6. Ask Who Will Actually Do the Work
Sales-led consulting firms often promise senior expertise and deliver junior resources.
Before you sign:
- Meet the people who will be hands-on
- Understand their charity experience, not just certifications
- Clarify who designs, who configures, who trains, and who supports
- Ensure continuity from discovery through delivery
Your CRM is too important to be handed off to someone learning on the job.
7. Prioritise Long-Term Partnership Over Short-Term Price
Choosing the cheapest consultant is one of the most expensive mistakes a charity can make.
A strong CRM advisor should be able to support you through:
- Growth and complexity
- New fundraising programs
- Mergers or restructures
- Leadership changes
- Reporting and board scrutiny
You are not buying hours. You are buying judgment.
Charities do not need more technology. They need clarity, discipline, and experienced guidance.
The right CRM consultant will:
- Understand fundraising at a practical level
- Challenge poor thinking
- Protect the organisation from bad decisions
- Leave behind capability, not dependency
Choose carefully. Your data, your donors, and your revenue depend on it.
