Forcing organizations to change the ways of thinking and operating In our experience, organizations that are forging ahead and continuing to invest in their mission are beginning to emerge Open the floor for opinions on how the economy has affected overall giving
Giving is down Average gift size is downNumber of givers is down While we are only expecting fundraising to go down about 1% from the previous year, in typical years fundraising grows 4%. That means, we are working with a 5% deficit You have to be able to maximize your relationships with the donors you have so you can keep them Donor FatigueYou must be able to keep supporters engaged and inspired without over soliciting them You must be able to better target them for the appeals they are most likely to give to Increased competitionDifferentiate yourself by personalizing contacts you have with your supportersPosition yourselves for the turn of the economy—anyone had success?Increased need for services Despite the changes in the economy, you don’t get a pass Your community will need you now, more than ever and you are forced to do more with lessIncreased need for accountabilityProvide excellent stewardship to keep those relationships strong People are only going to keep giving if they know their gifts are being put to good use
Regardless of the size of your organization, you are probably looking for a software solution for one – if not all– of these five reasons. With the economy the way it is, now’s NOT the time to hunker down. Nonprofits need to increase activity so they can thrive during this recession“Do more with less” has always been the mantra of nonprofits, but now it’s even more than that. You need to drive results with fewer resources than you have ever had. Therefore you need to work smarter and more efficientAnd make the work you do count…Finally, you need to know what’s working, so you can replicate it and toss what doesn’t work
For as long as there has been fundraising, friend-raising, membership drives, or any other types of nonprofit development, there have been two cornerstone strategies -> acquisition and cultivation. Acquisition -- adding new potential supporters to your list. Sending direct marketing pieces, events, networking. spread the wordexplain your organization’s reason for being to encourage prospects to learn more about you, and to motivate them to take an action that will benefit your mission.Once acquisition has occurred, an organization has a choice. The supporter can be released back into the pond, to be scooped up again when the next action is needed. Or, the supporter can be cultivated into having a larger and more meaningful role with the organization. Most development professionals agree that retaining donors is more efficient and ultimately more lucrative for the organization AND for the supporter…
But in today’s economic climate cultivation of loyalty is even more important to your organization, because this is the way to success during economic hardship. But, how do you, as an organization, keep your supporters loyal to your cause? Especially when there is research out there showing that 90% of donors drop off before the 5th renewal campaign??????? And 60% of donors give once and never give again to an organization????
To truly focus on donor retention, you need to be thinking about the people BEHIND the money—not the money itself. In order to improve donor loyalty—keeping donors giving more often over a longer period of time—we need to spend more energy on giving them what they need to stay loyal to your cause.
Provided that your buying what I’m saying, the next question will be, “Ok, so what do we need to do in order to keep our supporters loyal?”The answer is pretty simple and straightforward. Of course, getting to the information you need to make it happened can be difficult…. unless you have the technology to support it. Penelope Burke, CEO of Cygnus Applied Research, has broken this down pretty simply with statics to support. While the vast majority of donors may say they appreciate recognition, what they really want is:Prompt, personalized acknowledgement of their giftsConfirmation their gifts are being used as intendedMeasurable results on their gift’s work prior to being asked for another contribution Easy enough, right? Well let’s talk about a few of the things that are working against us as well as some of the things that are shaping the current landscape. But don’t get too nervous, there is a light at the end of the tunnel.
Your technology partner can provide the tools you need to support the activities that ensure the success of your strategies. Specifically, technology should help you both acquire and retain supporters by educating and engaging them as well as by inspiring them and stewarding them. TrueCRM™ Means:Creating online and offline experiences that build meaningful connections with constituentsMaking participation and involvement with your organization easy, fun, and compelling for supportersProviding tools that enable supporters to share stories and become deeply involved in the mission communityEnsuring every interaction you have with constituents respects their entire history with your organization and demonstrates your appreciation for their involvement
TRUE CRM: Your Internet strategy should incorporate everything from your online face (website), to your online communication (email), to your online giving (ecommerce), to the heart of your system – the database. When working with our eTapestry customers on an Internet strategy, we can happily tell them there is good news, and then there is better news. The good news is that we can take any one aspect and help them implement it. The better news is that we can make all the pieces work together in a coordinated, seamless fashion offering a True CRM (constituent relationship management) Solution.
As you can see, there are many ways to interact with those who are visiting your website. You want to be able to give your visitors something but also get something from them in return. Imagine how big your donor base would be if you had the contact information for everyone who visited your website. A simple ‘ask’ is sometimes all you need.
If you build it, will they come?Having a website is first priorityKey steps to building/maintaining a successful website
In our presentations and speaking opportunities around the country, we have found this to be true almost everywhere we go. We all use – and like to use – the Internet for ecommerce, but we often don’t give our donors the same opportunity.
…built, hosted, and maintained by eTapestry plus it matches the look and feel of your website.
Let’s say someone wanders onto your website wanting to learn more about you. You conveniently have a wonderful new website designed by eTapestry. They see your newsletter sign up and decide to put themselves on your mailing list.
With an online newsletter sign-up page, they can send you their contact information and that information goes directly into your database as a new account.
Next time you go to do a newsletter, they are going to be included. Using eTapestry’s correspondence feature, you create and send an appealing, stylish newsletter that details all of the good work that your group has been doing, and includes a link to your website and donation pages.The Correspondence editor allows you to quickly create a professional, attractive newsletter to share your message and links to your website and donation page.
With eTapestry, our philosophy is to make EVERYTHING work together in regards to building and sending these e-mails.
You send your email out to all of your newsletter recipients, including the new prospect, to update them on your latest projects, successes, and needs. Don’t forget to include a link back to your donation page – you never know when the newsletter will move someone to contribute!
Did they open your email? Did they read it? What were they interested in? Using our Advanced Mass Email tool allows generate reports…
… so you can see who received your email, opened it and what links they clicked on within the email. You can drill down into any of these categories to get a list of the constituents and even create custom queries to come back to at a later date for follow up.
The new prospect reads an article in your newsletter about the recent projects your organization has been working on, and she is moved to donate. Good thing you included a link to your eCommerce donation page in the newsletter!
Fantastic, the prospect has become a donor! Not only that, but she makes her gift a Recurring Monthly donation. The donation is automatically processed through the page…
… both you and the donor receive emails confirming the successful transaction….
…and the donation and a recurring gift schedule are set up in your database, and it will process automatically each month.
Recognition can be the key to a good relationship with your donors – so you use the Correspondence tool to send the donor a sincere and timely “Thank You” Letter. You could run these as a group for all gifts that were entered for the day, week, month, etc., or you can use the Create Document option to run a single letter for one transaction.
Voila, a nice professional letter including your logo is generated. This is one example of our many templates. There are many to choose from - you can even create your own.
Customer Case Study
Surveys show one of the most common requests of fundraisers is the ability to get useful reports - easily. We provide a variety of pre-built reports – not an overwhelming number of them, but those that we know are most used by nonprofits. So lets see how they work. Say you would like to get a report of some of your top donors.
Want to learn more about your top donors? Simply conduct your search in the eTapestry database and double click on the donors name. From here you will be able to see everything about your donor, including the last time they gave, how much the gift was for, where it was allocated to, email newsletters your donor has received etc.
Now your board wants to measure and analyze your giving trends. eTapestry has a great suite of reports called Executive Reports that gives you those analytical tools. As an example the Giving Dynamics Report will show them your gain/loss statistics so far this year. Remember, You can schedule this report (and any other report) to automatically run once a month and be delivered to whom ever you choose including your board members.
And now back to the actual report - - - what does it tell you? The Giving Dynamics report will show overall numbers for new, recaptured, upgraded, downgraded, and lapsed donors. You can also drill down into each category to see which donors fall into each. And you can save those lists as custom queries to be used later for follow up.
What are you supposed to do with this information? Things you can use it for: targeted mailings to lapsed donors or new donors etc., or maybe board member follow up. One example would be that in the list of New donors, one of your Board members realizes that the new donor is one of her neighbors, and she suspects that the new donor might have a higher giving potential.
Based on the information from your board member, you decide it’s time to find out what this donor’s giving potential really is! eTapestry partners with Target Analytics who can do a wealth screening on your database to determine hidden wealth and potential major donors. Here is example of what the results might look like of such a screening.
In the case of Jane P. donor in our wealthpoint screening, you find that the donor has the capacity to give a gift in the $XXXXXX+ range. Target Analytics and WealthPoint have various wealth screening options that return different levels of information to meet your needs.
Now that you know this donor’s potential, and you have a Board Member with a connection, you decide to assign that Board Member as a solicitor of that donor using the relationship tracking capabilities of your database.
Now that you have done your research and assigned your ratings, what’s next? Contacting them!Your Board Member can use the journal in eTapestry to record the steps she’s taking to cultivate this donor. She invites them to special events, takes them on “behind the scenes” tours of your facilities, and introduces the donor to the Development Director. All of this is recorded in the Journal using Contacts.
And they show up on your welcome screen for you to reference and review each day.
Part of better recordkeeping is being able to manage all the different complexities of relationships, interactions, communications, and future events. eTapestry is designed to be your central data source for all these things.
That link lets you identify – and see – who this account has a relationship with. It can be any variety of relationships you see here.
As a fundraiser, you understand the value of relationships, and the value of knowing how donors are connected so we have created relationship links for each account in your database.
We have all been using Microsoft Outlook for years in our daily emails. We have simplified the communication efforts when using eTapestry with our Outlook Integration offering. This module allows you verify the account you are communicating with and the communication it is automatically added to the appropriated journal in your eTapestry database directly from Outlook.
From this page I can add new items regarding contacts with this account. In this case I see I had a lunch meeting with John and I need to schedule a follow-up. So I choose calendar item from my list…
…and it allows me to set an appointment for a follow up meeting.
My calendar events also display on my welcome page when I log in, alerting me to the activities I have scheduled.
Excel is not a database!!!
We have talked a lot about the cultivation process and relationship management but equally important is data services. All the relationship building in the world isn’t going to get you the donations needed to be successful if you don’t have accurate data. eTapestry has teamed up with the experts of data service, Target Analytics, to offer you first class tools. 1. Donor Acquisition and Development We can help you not only keep more of your current donors, but help you find new ones and build lifelong relationships. 2. Prospect Research There are a lot of suspects in your database. How do you know which are the best prospects for you? Our prospect segmentation and wealth identification services can remove the guesswork.3. Donor Performance and Benchmarking How do your donors measure up? Whether you want to see how you’ve done so far with DonorCentrics, how you compare to the industry with the National Index, or plan for the future with our Scenario Builders, we can help you find the answers. 4. Data Enrichment Services Keeping up with your donors can be a full-time job. We’re here to help with services that cover the spectrum from updating your contact info to identifying matching gifts you might be missing.
Now that you know all about the tools that can help you succeed in your fundraising efforts we have award winning support specialist that can answer any of the questions you may have while utilizing all these tools. Not to mention for your convenience we have several ways to contact your customer support representative.
You’re can easily submit your request for help to a Support team member…
The support person notices a small issue with the query setup, and sends you step-by-step instructions for correcting it. You then send a copy of those instructions to yourself via email or print out the communication log for future reference.
Some faces of our eTapestry support team!
The foundation for good support however, is good training. We developed our training programs to be very different from traditional software training. Instead of force feeding you as much information as possible in a short classroom setting, we do our training online. It allows you to learn at a pace that suits you. It allows you to select the specific areas you need to focus on, and it gives you unlimited access. (review class options)
If your board member is always on the go, and relying on a smart phone to keep organized - information can be added to the solicitee’s donor account “on the fly” using eTapestry Mobile. Easy to set up and included in your base service with eTapestry!
With Personal Fundraising you take advantage of viral fundraising (one of the fastest growing and easiest ways to raise funds) by creating events/fundraisers/projects in eTapestry that generate a website where individuals who support your organization can create a team, support a cause, make a donation, etc. all by creating their own personal webpage and sending the link to family and friends.
You have an option to register teams, create a team, join a team…
Team:You can create your own text for what your events is about, even including picturesParticipant:And your participants can create their own fundraising pages.Creation of a Personal Fundraising site generates a unique URL link that your participants can sent out to their friends and family who will then go online and give a donation. The donations are automatically entered into you eTapestry database and the thermometer on the page is updated to reflect how much has been raised in relation to the goal.
Your organization, the team and/or the individual can keep up to date with their own fundraising pages to monitor the progress. In addition to events like a 5k race, some common uses of the fundraising modules are small fundraisers held by your supporters, missionary support and special campaigns.
The Cart allows you to manage your inventory within your eTapestry database and create web pages you can link to your own website for individuals to purchase your merchandise. Creating your inventory is simple and manageable within your eTapestry database.
Items purchased are collected into a checkout screen for your donor/customers review.
And they receive a receipt that looks like a sales order while you get the transaction recorded in your database with segmented lines for each piece of the transaction.New phase – able to handle additional monetary donations, free transactions, deductable and non-deductible transactions….
Donor Login is a self service product that allows your donors to have a username/password which gives them access to their contact information and giving history.
Your donors can send their updated information directly to you.
We have used the word “TrueCRM” a lot through out this presentation, I hope now that you have a better understanding of what CRM is and we have successful shown you how eTapestry can help provide this solution. To Recap, TrueCRM is a single solution, one that combines these components into one so you can cross-reference this information, eliminate data silos, and really start to use this information and knowledge you are gaining to better align your strategies with where you want to be in the future.It’s important to note though that this integration is not merely data flowing back and forth between your data base, website donors etc. As demonstrated, it’s what you do with the knowledge you gain and how you turn it into action that makes an impact.Let me show you an example of True CRM and how important it is to see a complete, holistic view of your supporters.
Curiosity is a powerful motivating force. Particularly in this economy, where organizations are all wondering if they’re weathering the storm better or worse than their peers. Our new campaign taps into that inherent curiosity, with the promise of seeing how you measure up. <notes for presenter> Go to live webpage for eTap promo and submit a request for benchmark reportingRun a mock report to show quickness and accountability of the reporting.
<Notes for presenter> run through promo
Embracing Technology as a Nonprofit 2010 Seminar Katie Rucker Healthcare Account Executive – Blackbaud/eTapestry June 2010
Agenda: The economy and fundraising A look at our groups in 2009…. How do you stack up? Cornerstone strategies -Website optimization -Recurring gifts -eCommerce -Communication – direct vs. email -Data management, reporting, etc. Relationship Management – CRM tools What’s New @ eTapestry?! How eTapestry can help you succeed
How is the economy effecting giving? Donors plan to give less through direct mail, telemarketing, door-to-door canvassing and MORE through online giving and in kind gifts instead of cash Overall Online Gifts have increased 26% in 200 Donors are tired ---SEGMENT to avoid fatigue More competition for fewer dollars Your services are needed more Increase need for accountability THE MORE PEOPLE DO WITH YOUR ORGANIZATION, THE LARGER THEIR GIVING AND ENGAGEMENT!
How did our organizations fare in 2009? Average results for over 2500 of our current customers Organization Type Comparison Arts Education Faith-based Healthcare Public and Social Services Other Geographic Region Comparison Northeast South Midwest West
5 Thing the database can do for you! You need to move beyond business as usual; despite the economic climate You need to drive results You need greater efficiencies You need increased productivity You need greater reporting
The basic rules still apply… Fundraising is still about relationship building Acquisition Cultivation
Today’s environment is a little different: Acquisition Cultivation
So, what do you need to do to keep your supporters loyal? Prompt, personalized acknowledgement Confirmation that gifts are being used as intended 46% of donors say they’ll stop giving if they don’t get quality information about how their gift is used Can’t see the impact of their gift unless you show them! Results on outcomes, prior to being asked again 93% said they’d definitely give the next time if they are provided meaningful information
Building out your strategy: Acquisition Cultivation
Websites: eTapestry has built and hosts over 270 websites Your website is the first place a donor will go to get information on your organization and it takes less than a minute to gain or loose a possible donor
Do you have an online social media strategy? Whatis happeningwhen? Get involvedDonateonlineContactusUpcoming events
Be brave enough to blog, show responses, share viewpoints, and utilize forums. New information needs to be added daily or weekly by you and your community. Why do you think millions go to Facebook or Twitter by the minute
The results Convenience for the donor Gift is automatically deposited and put to use by the nonprofit Automatically recorded in your eTapestry database Donor is acknowledge and thanked immediately which makes the donor more likely to continue to give to your organization Clean accurate data/results
Sending the Email A few quick clicks, and the email is sent "The e-newsletter is an inexpensive way to give coherency and consistency to our marketing campaign," Michael Wachter, Columbus Gay Mens Chorus
…and it’s automatically added to your database, too. "eCommerce gives us the ability to automate transactions and keep records on everything," Allison Broihier, Pasco Education Foundation
Online giving with recurring gifts Process recurring gifts directly from your eCommerce webpage Integration directly into your eTapestry database for seamless thank you notes and donor recognition.
After selecting eTapestry in 2008, One Brick was able to increase its annual giving goal by $10,000. The goal was attained and then surpassed by $6,000.
The eTapestry solution has enabled staff to send emails from the CRM solution and increase the organization's reach.
COMMUNICATION – EMAIL or DIRECT?Did you know? Email cultivation is more effective and cost efficient in reaching your supporters. So why would you pay more (direct mail) to get less?
Today’s Supporter Reads email before snail mail More comfortable online Busy, satisfies on their schedule Expects information to be personalized Expects immediate feedback Demands information on progress Wants a way to share with others
Why Has Email Become So Important? People are busy…they want to communicate/interact on their own time Email is inexpensive Email provides virtually instant access to friends and supporters Email is a great equalizer Email is measurable Think easy forwarding…viral marketing!
Why Segmentation is Important Segmentation breaks your audience into manageable parts If the goal is building relationships, it helps to know who you are talking to More targeted messages If you don’t segment, you are treating every one of your recipients like they are the exact same type of person
How Important is that Header? 80% of respondents decide whether to click on the "Report Spam" or "Junk" button without opening the actual message 73% based that decision on the "From" name Source: 2007 Email Sender and Provider Coalition (ESPC) study
Professional Email is Economical 5,000 emails $120 .02 25,000 emails $400 .016 50,000 emails $650 .013 100,000 emails $1000 .01 250,000 emails $2000 .008 500,000 emails $2500 .005 Plus 3 - 20 times the success in delivery!
What does fully integrated mean to you? At eTapestry it means giving you everything you need to be successful in your email campaigns. And what good is a campaign if you can’t measure your results? Our detailed email delivery reports will provide everything you need to measure your results
Do you know who receives your email? (you can probably tell who doesn’t from all those bounce backs!)
But can you tell who received it, who didn’t, who opened the email, and who clicked on any links?
A revelation in your next Board meeting… A familiar name with a personal connection…..
WealthPoint screening further backs up your board member’s assessment. “I’ve discovered that very few of the richest people on our list have given anything to us…and some have given very small gifts. So this tells me that we haven’t done much over the years to connect with them in a meaningful way, build relationship and give them a reason to give.” - Rich Avery, Wesleyan Native American Ministries
Cultivation makes your donors grow! You assign a the Board Member to solicit this new donor. "For a small non-profit with a very small staff, such as Komen Indianapolis, eTapestry is a very helpful, effective tool. Such a powerful database with limitless customer service at such an affordable price is hard to believe." – Letha Keslar, Susan G. Komen Indianapolis
The details of the cultivation steps can be recorded on the Journal as Contacts.
Calendar Items act as reminders to keep you organized.
The importance of reporting: Since we know how important reporting is, we will guarantee you better recordkeeping abilities with our advanced reporting capabilities. Event Attendees Email Communication Family/Business Tracking Estate Value Volunteer Hours Donor/Prospect Interactions Grant Due Date Occupation Memorial Tributes Renewals Gender Future Cultivation Strategy
To sum things up….Database = Fundraising Tool Only works if used by all Must be consistent and accurate Technology makes it easier to do your job! By the way, Excel is NOT a database
Data Services Donor Acquisition and Development Prospect Research Donor Performance and Benchmarking Data Enrichment Services
Support Email Online Help Instant Messaging Telephone
The IM Support option allows the Support team to diagnose and troubleshoot your issues in no time! Amber Smaltz Support Specialist
After the chat, you can use the links at the top to print or email yourself a copy of the chat. "Every year we use the database more and more. It's so user-friendly, and 'instant message' support is so convenient - the chat feature makes it so easy to contact the support team when we need to." – Janet Hiatt, School on Wheels
Geoff Arbuckle eTapestry Support Charles Moore & Jason Oliver Kimberly Hammer, Abbey Schaefer & Susie Morris Ken Shuttleworth
Training – eTapestry will help you meet and exceed your goals User training at your pace and convenience Annual Training Agreement Recorded Sessions/Classes Crash Courses Podcasts
What’s New? eTapestry Mobile Included with your eTapestry service Specifically formatted for mobile use Fast Real time information – no syncing or downloading
eTap mobile allows you to keep up to date, even on the go. “It gives me peace of mind knowing that I can access the most important information about our organization—which is our database—through my PDA seven days a week, 24 hours a day," Randy Peterson, Delta Sigma Phi
Fundraising Membership Project, Grant, Endowment Relationships Events Donor Cultivation Data Analytics Moves Management Online Transactions Advocacy Direct Mail Web Strategy Email Marketing Content Management TrueCRM eTapestry can help you achieve your fundraisings goals offering you a tool for every aspect of the TrueCRM offering.
So, how do you compare? Do you know how you stack up to other nonprofits? How do you compare in areas such as donors, pledges and gifts? Do you have a software partner that can provide this type of information to you? Can they do it for FREE? eTapestry can, and we’ll give it to you for FREE
Still not sure? Let us be your Bioluminescent Bacteria WE WILL BE GOOD FOR EACH OTHER OR IT IS FREE - Sign up with eTapestry, and if you don't raise more money with us than you were before, you'll get our software free for a year. http://www.etapestry.com/beetle/
QUESTIONS??**Reminder – please leave your business card if you’d like a copy of the slides! Katie Rucker Blackbaud – eTapestry Division Healthcare Account Executive Direct: 317-336-3982 firstname.lastname@example.org