JumpStart Inc. is a non-profit organization based in Northeast Ohio that helps communities realize their entrepreneurial potential. The document outlines an agenda for a workshop to discuss transforming technology-based economic development (TBED) through technology. The agenda includes introductions, presenting a foundational thesis and survey highlights, introducing a TBED technology framework, an activity to apply the framework, and critical discussions on customer relationship management, marketing capabilities, and reporting/analytics solutions. The goal is for participants to develop a high-level technology roadmap for their organizations.

1. Transforming TBED through Technology
October 28, 2015

2. Who We Are
2
JumpStart Inc. is a non-profit based in Northeast Ohio.
Our mission is to help communities realize their entrepreneurial potential.
Scott Thompson
Senior Partner,
Partnerships
Hrishue Mahalaha
Senior Partner,
Advisory &
Implementation
Practice

3. • Understand our industry and how we use technology today
• Build a common language on our organizational functions
• Develop a rudimentary capability map for our organizations
• Do a Deeper Dive on 3 specific technologies
By the time you leave:You will have developed a high level functional/technology road
functional/technology road map for your organization.
What We Hope to AccomplishToday…
3

4. • Introductions (10 min)
• A Foundational Thesis (45 min)
• Your voice – Highlights from the survey
• TBED Technology Framework
• Activity (30 min)
• Utilizing the TEBD Technology Framework
• Break (10 min)
• Critical Solution Discussion and Dialogue (45 min)
• Customer Relationship Management (CRM)
• Marketing Capability
• Reporting and Analytics
• Q&A (10 min)
Agenda
4

5. • Increased scrutiny surrounding public investments calling for greater
accountability of economic development activities.
– Focus on tangible outcomes
– Focus on reporting and metrics
– Scrutiny of data
• Increase diversity of services being delivered by TBED to support
entrepreneurship and innovation
• More competition for resources from the private sector.
• Limited funding and number of employees.
TBED Industry Challenges
5
SSTI. Trends in Tech-based Economic Development: Local, State and Federal Action in 2013

6. Respondent Profile – Total Responses: 238
5

7. Your Voice - Our IT Resources Are Constrained
7
2. Limited Organizations with IT
Staff
1. Few Employees
18.9% org. 0 - 4 employees
37.9% org. 4 – 16 employees
Does your organization
have IT on staff?
101164
No
Yes

8. Your Voice - Our IT Resources Are Constrained
8
3. Constrained Budget Dedicated to Technology
The majority of organizations in the survey reported spending less than 5% of
their annual operating budget on technology.
Approximately what percent of your budget do you spend on technology?

9. Your Voice - We Want to Scale
4. Ranking of organization priorities for the
upcoming year:
1. Scaling Operations: 40.3%
2. Measuring Impact: 26.5%
3. Strengthening Community: 23.1%
4. Operational Efficiency: 11.9%
5. Applying Best Practices: 10.1%
6. Unsure: 6%
8

10. 5. TBED organizations have the lowest confidence in their
applications and review management tools and the highest
confidence in shared infrastructure tools.
Your Voice – Confidence Overall
10

11. The largest area of spending is on shared infrastructure, followed by website
then CRM.
Your Voice -- Spending
10

12. 12
Live Attendee Feedback

13. TIER III: Client Engagement Tools
General Business Approach
13
TIER II: Business Operations Tools
TIER I: Foundational Tools
1.1
Hardware and
Infrastructure
1.2
Communication
Technology (Email)
1.3
Document
Management
2.1
HR Management
2.2
Finance and
Accounting
2.3
Reporting and
Analytics
3.1
Digital Marketing
3.2
Application &
Review Mgmt
3.3
Portfolio
Management

14. Business Approach - Details
14
TIER I: Foundational Tools
1.1
Hardware and
Infrastructure
1.2
Communication
Technology (Email)
1.3
Document
Management
OVERVIEW
• Collection of physical
and virtual resources
to support business
functions.
• Servers, storage,
network, internet,
phones, etc.
CONSIDERATIONS
• Shortage of support,
management tools
• Redundancy
capability.
OVERVIEW
• All the tools that an
organization uses
to communicate
internally and
externally in an
organization
CONSIDERATIONS
• Traditional vs.
cloud based
platforms
• Security and
redundancy
OVERVIEW
• The capability to
manage and
maintain soft
content in a central
location
• Allows for version
management and
readily sharing of
data
CONSIDERATIONS
• Establishing
protocols for what
content needs to be
protected
• Backup procedures

15. Business Approach - Details
15
TIER II: Business Operations Tools
2.1
HR Management
2.2
Finance and
Accounting
2.3
Reporting &
Analytics
OVERVIEW
• Payroll and benefits
tools, recruitment,
project
management tools.
CONSIDERATIONS
• Analytics, Employee
• Tools that match
organization
workflows vs.
feature overkill
OVERVIEW
• Tools to record
information about
financial
transactions
• Manage P&L and
Audit
CONSIDERATIONS
• Challenges:
fragmented content,
data reporting
compliance,
inconsistent
processes
OVERIVEW
• Capability to
aggregate
disparate data
and succinctly
tell an
integrated story
CONSIDERATIONS
• Customizing
reports to
multiple
funders
• Critical metrics?
• Customizations?

16. TIER III: Client Engagement
Business Approach - Details
16
OVERVIEW
• The use of digital
channels to promote or
market products and
services to consumers
and businesses.
• Social media, website, e-
mail marketing.
CONSIDERATIONS
• How much time do you
have to dedicate to
marketing?
OVERVIEW
• Collecting, reviewing
and managing
applications for
grants, entrepreneurs,
students, etc.
CONSIDERATIONS
• Identifying the unique
elements of the
business model
• Task management,
Form logic and Work
flow
OVERIVEW
• Used to manage
projects and accounts.
• Tool can help evaluate
projects (expected
returns, outcomes,
timeline or accounts of
companies.
CONSIDERATIONS
• Often requires
customization.
• Developing a common
workflow logic across
all platforms to avoid
fragmentation.
3.1
Digital Marketing
3.2
Application &
Review Mgmt
3.3
Portfolio
Management

17. • Introductions (10 min)
• A Foundational Thesis (45 min)
• Your voice – Highlights from the survey
• TBED Technology Framework
• Activity (30 min)
• Utilizing the TEBD Technology Framework
• Break (10 min)
• Critical Solution Discussion and Dialogue (45 min)
• Customer Relationship Management (CRM)
• Marketing Capability
• Reporting and Analytics
• Q&A (10 min)
Agenda
17

18. • (15 Min)
For each table there is a dedicated map:
• Identify what process you would add to the map
• What technologies are you using or would like to add to your support
• How will your client benefit from this enhancement
• (15 Min)
Share findings with the group and discuss
Activity (30 minutes)
18

19. • Introductions (10 min)
• A Foundational Thesis (45 min)
• Your voice – Highlights from the survey
• TBED Technology Framework
• Activity (30 min)
• Utilizing the TEBD Technology Framework
• Break (10 min)
• Critical Solution Discussion and Dialogue (45 min)
• Customer Relationship Management (CRM)
• Marketing Capability
• Reporting and Analytics
• Q&A (10 min)
Agenda
19

20. • Introductions (10 min)
• A Foundational Thesis (45 min)
• Your voice – Highlights from the survey
• TBED Technology Framework
• Activity (30 min)
• Utilizing the TEBD Technology Framework
• Break (10 min)
• Critical Solution Discussion and Dialogue (45 min)
• Customer Relationship Management (CRM)
• Marketing Capability
• Reporting and Analytics
• Q&A (10 min)
Agenda
20

21. TIER III: Client Engagement Tools
(1) Technology Framework: CRM
21
TIER II: Business Operations Tools
TIER I: Foundational Tools
1.1
Hardware and
Infrastructure
1.2
Communication
Technology (Email)
1.3
Document
Management
2.1
HR Management
2.2
Finance and
Accounting
2.3
Reporting and
Analytics
3.1
Digital Marketing
3.2
Application &
Review Mgmt
3.3
Portfolio
Management

22. Customer Relationship Management (CRM) is a technology capability that can help
with the following::
1. CustomerTracking
2. Engagement Tracking
3. Content Management
4. Process Automation
5. Reporting & Metrics
(1) CRM: What is it?
22

23. (1) CRM: Innovations
23
1. Connecting Marketing systems to your CRM
-Email marketing can tie directly into your platform
2. Customizing fields and processes in the CRM application to
eliminate multiple systems
-Tracking space, leases, and terms can be quickly configured
within most leading systems
3. Establish collaborative methods for working with your ecosystem
partners
-This affords you the opportunity to expand your value

24. CASE Study –CRM
24
1. The Challenge
• 16 collaborators reported outcomes
separately to the state of Ohio.
• The outcomes were duplicative because
collaborators reported outcomes for the
same clients.
• Services to entrepreneurs were
uncoordinated and duplicative, creating
competition amongst entities.
2. Technology Enabled Solution
• 16 collaborators log into a single system
and use a single record for each client. The
network has certain business processes,
reports, etc. in common.
• Each partner can also add data unique to
their business process.
• All collaborators can see network clients,
activities and outcomes.
• Outcomes reported to the state in a single
de-duplicated report.
3. The Outcomes
• $7 Billion dollars tracked
• 200 K hours documented
• 100 + network users

25. CASE Study - Mentoring App
25
1. The Challenge
• Better engage mentors and mentees
• Improve resource allocation
• Communicate outcomes
2. Technology Enabled Solution
• Opportunity to develop a dynamic
conversation over time
• Greater visibility into metrics such as
session frequency, user satisfaction
• Transparency regarding outcomes
3. The Outcomes
• More satisfied mentors, who previously
asked “just tell me what to do”
• Ever increasing mentor and entrepreneur
recruitment numbers
• Increased focus on process
standardization and normalization
• Less paper production
• Increased visibility into outcome
definition and traction
https://vimeo.com/134839955

26. 26
Live Attendee Feedback

27. TIER III: Client Engagement Tools
(2) Technology Framework: Marketing Analytics
27
TIER II: Business Operations Tools
TIER I: Foundational Tools
1.1
Hardware and
Infrastructure
1.2
Communication
Technology (Email)
1.3
Document
Management
2.1
HR Management
2.2
Finance and
Accounting
2.3
Reporting and
Analytics
3.1
Digital Marketing
3.2
Application &
Review Mgmt
3.3
Portfolio
Management

28. Future economic growth is driven in part by female entrepreneurs
28
(2) Marketing Capabilities: Understanding
Who?

29. Gartner Global research suggests that successful digital marketing strategies share some
common characteristics. Successful strategies are:
• Designed to make it easier for the customer to accomplish their goals, whether that's to
research a product, make a purchase or get a problem fixed
• Often built within the context of exciting and engaging environments where people can
interact with each other
• Not isolated to just social media, but are part of a multichannel customer engagement
strategy
Learning from the Global 1000
Source:Gartner,AgendaOverview for Digital MarketingOperations, 2014
(2) Marketing Capabilities: Understanding
How?
34

30. (2) Marketing Capabilities: Technologies
35
Digital Marketing Platforms
Social MediaAnalytics
E-mail Marketing

31. TIER III: Client Engagement Tools
(3) Technology Framework: Analytics
31
TIER II: Business Operations Tools
TIER I: Foundational Tools
1.1
Hardware and
Infrastructure
1.2
Communication
Technology (Email)
1.3
Document
Management
2.1
HR Management
2.2
Finance and
Accounting
2.3
Reporting and
Analytics
3.1
Digital Marketing
3.2
Application &
Review Mgmt
3.3
Portfolio
Management

32. • A powerful tool for informing and guiding decision making
• A vehicle to report progress to key stakeholders
• Increased scrutiny around public investments requires organizations to invest in
tracking metrics and reporting.
An IEDC Report from February 2014 reported that:
“Over 50 percent of local (city-level) EDOs do not track performance.
Approximately 20 to 30 percent of county and regional EDOs do not track
performance.”
(3) Reporting and Analytics: What is it?
“Making it Count: Metrics for High-Preforming EDOs” IEDC. February 2014. 37

33. (3) Reporting and Analytics: The Tools
38
LINK

34. • Introductions (10 min)
• A Foundational Thesis (45 min)
• Your voice – Highlights from the survey
• TBED Technology Framework
• Activity (30 min)
• Utilizing the TEBD Technology Framework
• Break (10 min)
• Critical Solution Discussion and Dialogue (45 min)
• CRM
• Marketing Capability
• Reporting and Analytics
• Q&A (10 min)
Agenda
34