a new era in fundraising - donor expectations changed by innovation
DESCRIPTION
How do you engage with donors? Has it become more challenging because of today's rapidly changing innovation? With so many distracting and competing sources for attention, contributions and volunteerism, not for profits are facing challenges with gaining repeat and new donations due to changing donor expectations. From Google to Facebook, the App Store and GroupOn, there seems to be an unlimited amount of information and access for nearly free. How can your organization stand out amongst the crowd and keep up with donor expectations? Donors want to feel valued to their contributions and and connected to their causes constantly! It's time to start leveraging innovation and stop competing with it. Move away from the transaction relationship that defines many not for profits to a more social, human relationship. Join me as I share tips, tricks, and tools to how you can leverage Social CRM to adapt to a new era in donor expectations. We'll cover utilizing external social media monitoring, CRM Integration, online communities, member scoring and more. Regain relevance and exceed donor expectations with your own innovation for now and years to come!TRANSCRIPT
A NEW ERA IN FUNDRAISING EXPECTATIONS CHANGED BY INNOVATION
#501technyc
Presented by @Sterling Raphael
#501TechNYC @SterlingRaphael
www.Avectra.com
OUR PRODUCTS…
#501TechNYC @SterlingRaphael
ABOUT ME
#501TechNYC @SterlingRaphael
A NEW ERA IN FUNDRAISING
OUR AGENDA:
1. Innovations & Expectations
2. Organizational Culture
3. Social CRM
4. Content
5. Engage
www.Avectra.com
#501TechNYC @SterlingRaphael
INNOVATION & EXPECTATIONS
www.Avectra.com
#501TechNYC @SterlingRaphael
INNOVATION & EXPECTATIONS
www.Avectra.com
“I haven’t failed. I’ve just found 10,000 ways that won’t work.”
- Thomas Edison
#501TechNYC @SterlingRaphael
INNOVATION & EXPECTATIONS
www.Avectra.com
I don’t get it. I don’t like.
#501TechNYC @SterlingRaphael
ARE YOU READY FOR THE FUTURE?
#501TechNYC @SterlingRaphael
http://www.youtube.com/watch?v=aXV-yaFmQNk&
#501TechNYC @SterlingRaphael
INNOVATION & EXPECTATIONS
www.Avectra.com
$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
#501TechNYC @SterlingRaphael
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
#501TechNYC @SterlingRaphael
INNOVATION & EXPECTATIONS
www.Avectra.com
30% more Non Profits in last 10 years
People get ~3k commercial msgs/day
Industry Trends
Source: The Internet
#501TechNYC @SterlingRaphael
www.Avectra.com ORGANIZATIONAL C U LT U R E
#501TechNYC @SterlingRaphael
www.Avectra.com ORGANIZATIONAL C U LT U R E
SHIFT!!!
#501TechNYC @SterlingRaphael
www.Avectra.com ORGANIZATIONAL C U LT U R E
SHIFT!!!
#501TechNYC @SterlingRaphael
www.Avectra.com ORGANIZATIONAL C U LT U R E
SHIFT!!!
#501TechNYC @SterlingRaphael
www.Avectra.com ORGANIZATIONAL C U LT U R E
SHIFT!!!
#501TechNYC @SterlingRaphael
www.Avectra.com ORGANIZATIONAL C U LT U R E
STAFF & POLICIES
Karen Handel, Susan G. Komen Executive, Quits Over Planned Parenthood Dispute
#501TechNYC @SterlingRaphael
www.Avectra.com ORGANIZATIONAL C U LT U R E
AGILITY
Set Goals
Benchmark
Pilot Projects
Measure
Iterate!
#501TechNYC @SterlingRaphael
#501TechNYC @SterlingRaphael
www.Avectra.com
WHAT IS IT?
FOR NON PROFITS (FOR PURPOSE) SOCIAL CRM
Donor & Customer
Rela�onship Management
Social Media
Social CRM
#501TechNYC @SterlingRaphael
“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
#501TechNYC @SterlingRaphael
“Organiza�ons using social CRM solu�ons gain greater market share
and higher margins.” -‐ McKinsey: 2010
FOR PURPOSE SOCIAL CRM
#501TechNYC @SterlingRaphael
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%)
FOR PURPOSE SOCIAL CRM
#501TechNYC @SterlingRaphael
Have you ever heard conversa�ons that started like this?
#501TechNYC @SterlingRaphael
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
#501TechNYC @SterlingRaphael
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?
#501TechNYC @SterlingRaphael
2/7/12
Culture & Business Strategy
Technology pla�orm
Stakeholder Engagement
Cons�tuent Value
Processes & workflow
Trust & Transparency
FOR PURPOSE SOCIAL CRM
#501TechNYC @SterlingRaphael
Social CRM INFOGRAPHIC
http://blog.getsatisfaction.com/2010/12/06/evolution-of-social-crm/?view=socialstudies
#501TechNYC @SterlingRaphael
Social CRM.
#501TechNYC @SterlingRaphael
Social CRM.
#501TechNYC @SterlingRaphael
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.
FOR PURPOSE SOCIAL CRM
#501TechNYC @SterlingRaphael
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
#501TechNYC @SterlingRaphael
SOCIAL CRM
HHeeaalltthhccaarree IInnffoorrmmaattiioonn aanndd MMaannaaggeemmeenntt SSyysstteemmss SSoocciieettyy
LISTENING & RESPONDING
#501TechNYC @SterlingRaphael
SOCIAL CRM LISTENING & RESPONDING
#501TechNYC @SterlingRaphael
SOCIAL CRM LISTENING & RESPONDING
#501TechNYC @SterlingRaphael
SOCIAL CRM LISTENING & RESPONDING
#501TechNYC @SterlingRaphael
SOCIAL CRM THE LEAGUE…
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SOCIAL CRM COMMUNITY
#501TechNYC @SterlingRaphael
SOCIAL CRM COMMUNITY
#501TechNYC @SterlingRaphael
SOCIAL CRM COMMUNITY
#501TechNYC @SterlingRaphael
SOCIAL CRM COMMUNITY
#501TechNYC @SterlingRaphael
Interests Database
User Activity
User Centric Architecture (UCA)
MyHome Page
Content Alerts
Member Matching
Reputation System
RSS Feed Center
Activity Notifications
SOCIAL CRM COMMUNITY
#501TechNYC @SterlingRaphael
SOCIAL CRM CRM (DONOR DATABASE)
#501TechNYC @SterlingRaphael
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
#501TechNYC @SterlingRaphael
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
#501TechNYC @SterlingRaphael
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
#501TechNYC @SterlingRaphael
netFORUM A-‐Score™ SOCIAL CRM
#501TechNYC @SterlingRaphael
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
#501TechNYC @SterlingRaphael
View Scoring Trend Over Time SOCIAL CRM
#501TechNYC @SterlingRaphael
#501TechNYC @SterlingRaphael
Content iiss King
#501TechNYC @SterlingRaphael
Engage. Causes
#501TechNYC @SterlingRaphael
Engage. Pinterest
#501TechNYC @SterlingRaphael
Engage. Google+
#501TechNYC @SterlingRaphael
Engage. Crowd Contributing
#501TechNYC @SterlingRaphael
Engage. Crowd Contributing
#501TechNYC @SterlingRaphael
The Networked Nonprofit
Humanize
NTEN
Avectra.com
Chess Media Group
Google.com/nonprofits
The Resources
#501TechNYC @SterlingRaphael
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
#501TechNYC @SterlingRaphael
AvectraLabs
#501TechNYC @SterlingRaphael
Thank You! Let’s Stay Connected!
Facebook.com/SterlingRaphael
Twitter.com/SterlingRaphael
SterlingFX
LinkedIn.com/in/SterlingRaphael