Download - A New Era in Fundraising - Donor Expectations Changed by Innovation

A NEW ERA IN FUNDRAISING EXPECTATIONS CHANGED BY INNOVATION

#501technyc

Presented by @Sterling Raphael

#501TechNYC @SterlingRaphael

www.Avectra.com

OUR PRODUCTS…


ABOUT ME


A NEW ERA IN FUNDRAISING

OUR AGENDA:

1.  Innovations & Expectations

2. Organizational Culture

3.  Social CRM

4. Content

5. Engage

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INNOVATION & EXPECTATIONS

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“I haven’t failed. I’ve just found 10,000 ways that won’t work.”

- Thomas Edison



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I don’t get it. I don’t like.


ARE YOU READY FOR THE FUTURE?


http://www.youtube.com/watch?v=aXV-yaFmQNk&



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  $300 Billion Donated in 2010

  13% of all donations were given online

  50% rate of growth of online donations

Industry Trends

Source: Fundly @ SM4NP Event


INNOVATION www.Avectra.com

  In 2010 # Millennials > Baby Boomers

  90% of Millennials gave to Non Profits

  79% volunteered

  63% gave to 3+ orgs

  58% choose to give online

  71% get nonprofit info via web search

Source: Millennial Donors Research Survey, Achieve & JGA

& EXPECTATIONS Millennial Trends



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  30% more Non Profits in last 10 years

  People get ~3k commercial msgs/day

Industry Trends

Source: The Internet


www.Avectra.com ORGANIZATIONAL C U LT U R E



SHIFT!!!



STAFF & POLICIES

Karen Handel, Susan G. Komen Executive, Quits Over Planned Parenthood Dispute



AGILITY

  Set Goals

  Benchmark

  Pilot Projects

  Measure

  Iterate!


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WHAT IS IT?

FOR NON PROFITS (FOR PURPOSE) SOCIAL CRM

Donor & Customer

Rela�onship Management

Social Media

Social CRM


“There is one absolute about Social CRM: It will be mandatory – not op�onal – for the majority

of organiza�ons.” -‐ The Gartner Group: 2011

FOR PURPOSE SOCIAL CRM


“Organiza�ons using social CRM solu�ons gain greater market share

and higher margins.” -‐ McKinsey: 2010



Source: McKinsey Quarterly December 2010, “The rise of the networked enterprise: Web 2.0 finds its payday”, Jacques Bughin and Michael Chui

  Time to Market (20%)   Support Costs (10%)   Travel Costs (20%)   Marketing Costs (10%)   Supply Chain Costs (10%)

  Revenues (12%)   Marketing Effectiveness (15%)   Customer Satisfaction (19%)   Employee Satisfaction (20%)   Successful Product Innovation (18%)



Have you ever heard conversa�ons that started like this?


Where’s the info I need to complete

my task?

Am I really the first person with this

challenge?

I have a great idea, what do you think?

Who in the company would

know that?

Employees

Is this the latest product info ?

How do I find someone who can

help with this?

My customer can’t wait and expects an

answer….

Isn’t the new model / version available next

month ?

Partners

What do you think of this Company ?

Which product should I use so

solve my problem?

I am not hearing good things about

this company, you?

We’re considering that Product for

this – a good idea?

Prospects

How Do I …. ?

Has anyone ever tried to ….. ?

Its not working. What now?

What’s the best way to ….. ?

Members / Donors / Customers


Where’s the info I need to complete

my task?

Am I really the first person with this

challenge?

I have a great idea, what do you think?

Who in the company would

know that?

Employees

Is this the latest product info ?

How do I find someone who can

help with this?

My customer can’t wait and expects an

answer….

Isn’t the new model / version available next

month ?

Partners

What do you think of this Company ?

Which product should I use so

solve my problem?

I am not hearing good things about

this company, you?

We’re considering that Product for

this – a good idea?

Prospects

How Do I …. ?

Has anyone ever tried to ….. ?

Its not working. What now?

What’s the best way to ….. ?

Members / Donors / Customers

People are talking… Are you listening? Are you engaging? Are you ac�ng?


2/7/12

Culture & Business Strategy

Technology pla�orm

Stakeholder Engagement

Cons�tuent Value

Processes & workflow

Trust & Transparency



Social CRM INFOGRAPHIC

http://blog.getsatisfaction.com/2010/12/06/evolution-of-social-crm/?view=socialstudies


Social CRM.


  Social CRM is DYNAMIC. The technology to support it needs to be equally so.

  In the best scenario, technology is INVISIBLE, playing a suppor�ng role.

  Social CRM is 100% possible with available technology and a li�le imagina�on, provided the COMMITMENT is there, top to bo�om.



Ø Monitoring and Responding

Ø Marke�ng and Recruitment

Ø Mul�-‐Channel Communica�ons

Ø Donor Collabora�on

Ø Donor/Member Value

Ø Knowledge Library

Ø Donor and Moves Management

Ø Engagement Scoring and Analy�cs


SOCIAL CRM

HHeeaalltthhccaarree IInnffoorrmmaattiioonn aanndd MMaannaaggeemmeenntt SSyysstteemmss SSoocciieettyy

LISTENING & RESPONDING


SOCIAL CRM LISTENING & RESPONDING


SOCIAL CRM THE LEAGUE…


SOCIAL CRM COMMUNITY


Interests Database

User Activity

User Centric Architecture (UCA)

MyHome Page

Content Alerts

Member Matching

Reputation System

RSS Feed Center

Activity Notifications

SOCIAL CRM COMMUNITY


SOCIAL CRM CRM (DONOR DATABASE)


netFORUM Moves Management

  A planned process that arranges a series of ac�vi�es with a set of people to accomplish a goal   A series is a set of stages   Each stage may have assignments

Stage 1 Stage 2 Stage 3

SOCIAL CRM


Moves Stages   People move from one stage to another   Movement between stages can be linear or jump around forward or backward, and they can be sequen�al or staggered, and even fork:

Iden�fy

Cul�vate

Ask Donor

SOCIAL CRM


Stage Assignments

Prospect

• Phone Call • Direct Mail • Email • Website Visitor

1st Gi� /Enhanced Acknowledgment

• Board Thank You Call • Program Visit • Social Community Invite

Gi� at Work

• Meaningful Informa�on

• Success of Gi�

2nd Ask – First �me Renewal

• Direct Mail • Phone • Email • Social Site

§  Each stage may have Assignments §  Assignments tied to staff users

SOCIAL CRM


netFORUM A-‐Score™ SOCIAL CRM


A-‐Score™ Scales

A-‐Score™ is a composite of other scales, each of which measures engagement in a specific category

Social Par�cipa�on

Fundraising

Advocacy

A-‐Score

Events

SOCIAL CRM


View Scoring Trend Over Time SOCIAL CRM


Content iiss King


Engage. Causes


Engage. Pinterest


Engage. Google+


Engage. Crowd Contributing


  The Networked Nonprofit

  Humanize

  NTEN

  Avectra.com

  Chess Media Group

  Google.com/nonprofits

The Resources


  Social CRM is essential in this New Era of Fundraising

  Social CRM represents a 360 View of your Donors

  Social CRM Starts with Culture

Key Take Aways


AvectraLabs


Thank You! Let’s Stay Connected!

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