A NEW ERA IN FUNDRAISING EXPECTATIONS CHANGED BY INNOVATION

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Presented by @Sterling Raphael

#501TechNYC @SterlingRaphael

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OUR PRODUCTS…

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ABOUT ME

#501TechNYC @SterlingRaphael

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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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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INNOVATION & EXPECTATIONS

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I don’t get it. I don’t like.

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ARE YOU READY FOR THE FUTURE?

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

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INNOVATION & EXPECTATIONS

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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

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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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INNOVATION & EXPECTATIONS

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  30% more Non Profits in last 10 years

  People get ~3k commercial msgs/day

Industry Trends

Source: The Internet

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

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

SHIFT!!!

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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!!!

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

STAFF & POLICIES

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

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

AGILITY

  Set Goals

  Benchmark

  Pilot Projects

  Measure

  Iterate!

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#501TechNYC @SterlingRaphael

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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

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

and  higher  margins.”    -­‐  McKinsey:  2010  

FOR PURPOSE SOCIAL CRM

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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?  

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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?  

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2/7/12  

Culture  &  Business  Strategy  

Technology  pla�orm  

Stakeholder  Engagement  

Cons�tuent  Value  

Processes  &  workflow  

Trust  &  Transparency  

FOR PURPOSE SOCIAL CRM

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Social CRM INFOGRAPHIC

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

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Social CRM.

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Social CRM.

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  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  

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SOCIAL CRM

HHeeaalltthhccaarree IInnffoorrmmaattiioonn aanndd MMaannaaggeemmeenntt SSyysstteemmss SSoocciieettyy

LISTENING & RESPONDING

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SOCIAL CRM LISTENING & RESPONDING

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SOCIAL CRM LISTENING & RESPONDING

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SOCIAL CRM LISTENING & RESPONDING

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SOCIAL CRM THE LEAGUE…

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SOCIAL CRM COMMUNITY

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SOCIAL CRM COMMUNITY

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SOCIAL CRM COMMUNITY

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SOCIAL CRM COMMUNITY

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Interests Database

User Activity

User Centric Architecture (UCA)

MyHome Page

Content Alerts

Member Matching

Reputation System

RSS Feed Center

Activity Notifications

SOCIAL CRM COMMUNITY

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SOCIAL CRM CRM (DONOR DATABASE)

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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

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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

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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

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netFORUM  A-­‐Score™  SOCIAL CRM

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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

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View  Scoring  Trend  Over  Time  SOCIAL CRM

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Content iiss King

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Engage. Causes

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Engage. Pinterest

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Engage. Google+

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Engage. Crowd Contributing

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Engage. Crowd Contributing

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  The Networked Nonprofit

  Humanize

  NTEN

  Avectra.com

  Chess Media Group

  Google.com/nonprofits

The Resources

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  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

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AvectraLabs

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Thank You! Let’s Stay Connected!

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