Best Practices for Constituent Management Natasha Deganello Giraudie, Papilia Cheryl Gipson, Network for Good/Groundspring...
Safe Harbor Statement <ul><li>“ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This pr...
Natasha Deganello Giraudie CEO [email_address]
Papilia – Treat Every Donor Like a Major Donor  SM Kay Sprinkel Grace Ken Burnett Karen Osborne Founded in 2002.  San Fran...
Papilia - Partial Customer List Jewish Family and Children Services
The Challenges  Currently… Donor Gives 1.  Expensive Acquisition High Impact Philanthropy -  Kay Sprinkel Grace, Alan Wend...
The Challenges  Currently… Donor Gives 2. Excessive Attrition 1.  Expensive Acquisition High Impact Philanthropy -  Kay Sp...
The Challenges  Twice as many  nonprofits as in 1990. 1
The Challenges  Currently… Donor Gives 2. Excessive Attrition 1.  Expensive Acquisition 3. Steep Competition High Impact P...
The Challenges  Currently… Donor Gives 2. Excessive Attrition 1.  Expensive Acquisition The Opportunity  3. Steep Competit...
The Challenges  Currently… Donor Gives 2. Excessive Attrition 1.  Expensive Acquisition The Opportunity  3. Steep Competit...
The Challenges  Currently… Donor Gives 2. Excessive Attrition 1.  Expensive Acquisition The Opportunity  3. Steep Competit...
The Challenges  High Impact Philanthropy -  Kay Sprinkel Grace, Alan Wendroff (A)  Mal Warwick, Cygnus Research, Oxfam, an...
Best Practices for Constituent Management  <ul><li>How can You Treat Every Donor Like a Major Donor? </li></ul><ul><ul><ul...
Treating Every Donor Like a Major Donor  Ask every donor and prospect what interests them most.  Listen to What Your Supp...
Treating Every Donor Like a Major Donor   Listen to What Your Supporters Care About    Make their Experience Convenient ...
Treating Every Donor Like a Major Donor   Listen to What Your Supporters Care About    Make their Experience Convenient ...
Treating Every Donor Like a Major Donor   Listen to What Your Supporters Care About    Make their Experience Convenient ...
Treating Every Donor Like a Major Donor   Listen to What Your Supporters Care About    Make their Experience Convenient ...
Treating Every Donor Like a Major Donor  Recognize supporters  as they are giving.  Pre-populate their contact information...
Treating Every Donor Like a Major Donor  Enable them to track all their gifts & print their own tax receipts.  Listen to ...
Treating Every Donor Like a Major Donor   Listen to What Your Supporters Care About    Make their Experience Convenient ...
Papilia for Salesforce:  On-demand Data Synch Treat Every Donor Like a Major Donor
<ul><li>Key Features </li></ul><ul><ul><li>2-way Data Exchange </li></ul></ul><ul><ul><li>Single Click Synchronization -  ...
<ul><li>Send the following text message to 41-411: </li></ul><ul><ul><li>Papilia </li></ul></ul>How can I see a Papilia De...
Cheryl Gipson Director Nonprofit Services Network for Good [email_address]
Network for Good powered by Groundspring <ul><li>Leading Nonprofit Technology Service Provider for online donations </li><...
Paws 4 the Cause Story—Converting to Salesforce <ul><li>Budget:  $750,000 </li></ul><ul><li>Mission:  Animal Assisted Ther...
Paws 4 the Cause The “I want” list from the Development Director <ul><li>I’d to target all our monthly eNews subscribers w...
Key Challenges  to Successful Constituent Management <ul><li>Technology Challenge </li></ul><ul><li>Integration between we...
The Solution  <ul><li>How do we address the challenges? </li></ul><ul><ul><li>Build your database codes with fundraising m...
The Solution  <ul><li>Coding Structures to Review </li></ul><ul><ul><li>Demographic Data </li></ul></ul><ul><ul><ul><li>De...
Email subscriptions begin the contact profile description (web to lead) Demographic Data
Start building the data – but make it optional Provide content & frequency choice – leave room for flexibility in contact ...
The more you know about a contact, the deeper the relationship can grow: if you have a strategy Here’s our web to lead dat...
Gift coding is critical to segmentation Gift Giving and Donation Data
We take a look at email subscriber behavior and match it to other habits and “re-mail” if we have the opt-in Email Subscri...
Paws 4 the Cause The “I want” list from the Development Director <ul><li>I’d to target all our monthly eNews subscribers w...
Constituent Management Codes <ul><li>Demographic Data </li></ul><ul><li>Gift Codes </li></ul><ul><li>Email Open and Click-...
Chris Pokrana CRM Director [email_address]
About the Points of Light Foundation  <ul><li>Our mission: “to engage more people and resources more effectively in volunt...
The Challenge  <ul><li>Business Challenge </li></ul><ul><ul><li>Organization culture </li></ul></ul><ul><ul><li>Data owner...
The Solution  <ul><li>Business Solution </li></ul><ul><ul><li>Executive buy-in </li></ul></ul><ul><ul><li>Staff engagement...
Demo: Maintaining Quality Data <ul><li>Scenario: Leads generated via web form  </li></ul><ul><li>Key Requirements </li></u...
NATASHA DEGANELLO GIRAUDIE CEO CHERYL GIPSON Director, Nonprofit Services CHRIS POKRANA CRM Director QUESTION & ANSWER SES...
Session Feedback Let us know how we’re doing! <ul><li>Please score the session from 5 to 1 (5=excellent,1=needs improvemen...
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Best Practices for Constituent Management

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  • Best Practices for Constituent Management

    1. 1. Best Practices for Constituent Management Natasha Deganello Giraudie, Papilia Cheryl Gipson, Network for Good/Groundspring Chris Pokrana, Points of Light Foundation Track: Nonprofits
    2. 2. Safe Harbor Statement <ul><li>“ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements the achievement of which involves risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make.  All statements other than statements of historical fact could be deemed forward-looking, including any projections of subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. </li></ul><ul><li>The risks and uncertainties referred to above include - but are not limited to - risks associated with the integration of Sendia Corporation’s technology, operations, infrastructure and personnel with ours; unexpected costs or delays incurred in integrating Sendia with salesforce.com, which could adversely affect our operating results and rate of growth; any unknown errors or limitations in the Sendia technology; any third party intellectual property claims arising from the Sendia technology; customer and partner acceptance and deployment of the AppExchange and AppExchange Mobile platforms; interruptions or delays in our service or our Web hosting; our new business model; breach of our security measures; possible fluctuations in our operating results and rate of growth; the emerging market in which we operate; our relatively limited operating history; our ability to hire, retain and motivate our employees and manage our growth; competition; our ability to continue to release and gain customer acceptance of new and improved versions of our CRM service; unanticipated changes in our effective tax rate; fluctuations in the number of shares outstanding; the price of such shares; foreign currency exchange rates and interest rates. </li></ul><ul><li>Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time, including our Form 10-K for the fiscal year ended January 31, 2006. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com/investor . </li></ul><ul><li>Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all.  Customers who purchase our services should make purchase decisions based upon features that are currently available.  Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law. </li></ul>
    3. 3. Natasha Deganello Giraudie CEO [email_address]
    4. 4. Papilia – Treat Every Donor Like a Major Donor SM Kay Sprinkel Grace Ken Burnett Karen Osborne Founded in 2002. San Francisco, California, USA.
    5. 5. Papilia - Partial Customer List Jewish Family and Children Services
    6. 6. The Challenges Currently… Donor Gives 1. Expensive Acquisition High Impact Philanthropy - Kay Sprinkel Grace, Alan Wendroff (A) Mal Warwick, Cygnus Research, Oxfam, and others ‘03-’05. (B) Stephen Lee, International Fundraising Congress ‘02. (C) McKinsey Quarterly Report ‘01.
    7. 7. The Challenges Currently… Donor Gives 2. Excessive Attrition 1. Expensive Acquisition High Impact Philanthropy - Kay Sprinkel Grace, Alan Wendroff (A) Mal Warwick, Cygnus Research, Oxfam, and others ‘03-’05. (B) Stephen Lee, International Fundraising Congress ‘02. (C) McKinsey Quarterly Report ‘01.
    8. 8. The Challenges Twice as many nonprofits as in 1990. 1
    9. 9. The Challenges Currently… Donor Gives 2. Excessive Attrition 1. Expensive Acquisition 3. Steep Competition High Impact Philanthropy - Kay Sprinkel Grace, Alan Wendroff (A) Mal Warwick, Cygnus Research, Oxfam, and others ‘03-’05. (B) Stephen Lee, International Fundraising Congress ‘02. (C) McKinsey Quarterly Report ‘01.
    10. 10. The Challenges Currently… Donor Gives 2. Excessive Attrition 1. Expensive Acquisition The Opportunity 3. Steep Competition 1. Understanding Donor Interest of all the org does, what does the donor care about most Major Donor Fundraising High Impact Philanthropy - Kay Sprinkel Grace, Alan Wendroff (A) Mal Warwick, Cygnus Research, Oxfam, and others ‘03-’05. (B) Stephen Lee, International Fundraising Congress ‘02. (C) McKinsey Quarterly Report ‘01.
    11. 11. The Challenges Currently… Donor Gives 2. Excessive Attrition 1. Expensive Acquisition The Opportunity 3. Steep Competition Major Donor Fundraising 2. Confirmation gift has been set to work as intended High Impact Philanthropy - Kay Sprinkel Grace, Alan Wendroff (A) Mal Warwick, Cygnus Research, Oxfam, and others ‘03-’05. (B) Stephen Lee, International Fundraising Congress ‘02. (C) McKinsey Quarterly Report ‘01.
    12. 12. The Challenges Currently… Donor Gives 2. Excessive Attrition 1. Expensive Acquisition The Opportunity 3. Steep Competition Major Donor Fundraising 3. Assurance gift is yielding results that are meaningful High Impact Philanthropy - Kay Sprinkel Grace, Alan Wendroff (A) Mal Warwick, Cygnus Research, Oxfam, and others ‘03-’05. (B) Stephen Lee, International Fundraising Congress ‘02. (C) McKinsey Quarterly Report ‘01.
    13. 13. The Challenges High Impact Philanthropy - Kay Sprinkel Grace, Alan Wendroff (A) Mal Warwick, Cygnus Research, Oxfam, and others ‘03-’05. (B) Stephen Lee, International Fundraising Congress ‘02. (C) McKinsey Quarterly Report ‘01. Currently… Donor Gives 2. Excessive Attrition 1. Expensive Acquisition The Opportunity 3. Steep Competition Donor Gives 2 Treat Every Donor like a Major Donor Increases 4 With Papilia. . . Engage 1 Tells-a-friend 5 Repeats 3
    14. 14. Best Practices for Constituent Management <ul><li>How can You Treat Every Donor Like a Major Donor? </li></ul><ul><ul><ul><li> Listen to what they care about. </li></ul></ul></ul><ul><ul><ul><li> Make their experience convenient. </li></ul></ul></ul><ul><ul><ul><li> Inspire their championship. </li></ul></ul></ul>
    15. 15. Treating Every Donor Like a Major Donor Ask every donor and prospect what interests them most.  Listen to What Your Supporters Care About  Make their Experience Convenient  Inspire their Championship
    16. 16. Treating Every Donor Like a Major Donor  Listen to What Your Supporters Care About  Make their Experience Convenient  Inspire their Championship Send email updates based on their specific interests. Help them understand the impact of their gifts.
    17. 17. Treating Every Donor Like a Major Donor  Listen to What Your Supporters Care About  Make their Experience Convenient  Inspire their Championship Offer secure, private access to their own version of the website. My American Prairie Foundation
    18. 18. Treating Every Donor Like a Major Donor  Listen to What Your Supporters Care About  Make their Experience Convenient  Inspire their Championship Personalize their web experience so that they can see progress relative to their interests.
    19. 19. Treating Every Donor Like a Major Donor  Listen to What Your Supporters Care About  Make their Experience Convenient  Inspire their Championship Offer a way for supporters to easily stay in touch. Edit contact information. Manage subscriptions for email updates.
    20. 20. Treating Every Donor Like a Major Donor Recognize supporters as they are giving. Pre-populate their contact information.  Listen to What Your Supporters Care About  Make their Experience Convenient  Inspire their Championship
    21. 21. Treating Every Donor Like a Major Donor Enable them to track all their gifts & print their own tax receipts.  Listen to What Your Supporters Care About  Make their Experience Convenient  Inspire their Championship
    22. 22. Treating Every Donor Like a Major Donor  Listen to What Your Supporters Care About  Make their Experience Convenient  Inspire their Championship Encourage supporters to spread the word. Quickly import address books. Share with friends.
    23. 23. Papilia for Salesforce: On-demand Data Synch Treat Every Donor Like a Major Donor
    24. 24. <ul><li>Key Features </li></ul><ul><ul><li>2-way Data Exchange </li></ul></ul><ul><ul><li>Single Click Synchronization - All, Contact, Donations, Results </li></ul></ul><ul><li>Key Benefits </li></ul><ul><ul><li>On-demand, Streamlined </li></ul></ul><ul><ul><li>No IT services required </li></ul></ul><ul><ul><li>No manual data entry </li></ul></ul>Papilia for Salesforce: On-demand Data Synch Included with Papilia
    25. 25. <ul><li>Send the following text message to 41-411: </li></ul><ul><ul><li>Papilia </li></ul></ul>How can I see a Papilia Demo?
    26. 26. Cheryl Gipson Director Nonprofit Services Network for Good [email_address]
    27. 27. Network for Good powered by Groundspring <ul><li>Leading Nonprofit Technology Service Provider for online donations </li></ul><ul><li>12,000 NPOs raise $42 million in 2005 </li></ul><ul><li>We help nonprofits become successful online with tools and internet strategy training </li></ul>INDUSTRY: Nonprofit technology service provider EMPLOYEES: 22 GEOGRAPHY: East & West Coast # USERS: 10
    28. 28. Paws 4 the Cause Story—Converting to Salesforce <ul><li>Budget: $750,000 </li></ul><ul><li>Mission: Animal Assisted Therapy </li></ul><ul><li>Fundraising strategies </li></ul><ul><ul><li>Annual Gala </li></ul></ul><ul><ul><li>Direct mail </li></ul></ul><ul><ul><li>Membership program </li></ul></ul><ul><ul><li>Fees for service (program fees) </li></ul></ul><ul><ul><li>Corporate sponsors </li></ul></ul><ul><li>Communication strategies </li></ul><ul><ul><li>Quarterly eNewsletter </li></ul></ul><ul><ul><li>Biannual print newsletter </li></ul></ul><ul><ul><li>Programmatic updates sent by email </li></ul></ul><ul><li>Database: Converting to salesforce.com </li></ul><ul><li>Email Messaging Vendor: Vertical Response </li></ul><ul><li>Online Donations: Groundspring – DonateNow </li></ul>
    29. 29. Paws 4 the Cause The “I want” list from the Development Director <ul><li>I’d to target all our monthly eNews subscribers who are office admin volunteers who gave $50 or more last year in our direct mail campaign to buy $100 tickets for our annual gala. I want to send them a special “forward to a friend email” </li></ul>
    30. 30. Key Challenges to Successful Constituent Management <ul><li>Technology Challenge </li></ul><ul><li>Integration between website, online donation tool, email messaging tool and database difficult to achieve </li></ul><ul><li>Supporter demographic info and gifts not coded systematically </li></ul><ul><li>Supporter communication not linked to donor behavior, demographic profile, or email response behavior </li></ul>Business Challenge <ul><li>Limited relationship building capacity </li></ul><ul><li>Limited ability to segment and upgrade supporters </li></ul><ul><li>Haphazard fundraising success </li></ul>
    31. 31. The Solution <ul><li>How do we address the challenges? </li></ul><ul><ul><li>Build your database codes with fundraising methods in mind </li></ul></ul><ul><ul><li>Plan to build supporter relationships over time </li></ul></ul><ul><ul><li>Create supporter coding systems for supporter profile and gifts </li></ul></ul><ul><ul><li>Use Salesforce and AppExchange tools to integrate </li></ul></ul><ul><ul><ul><li>Website information </li></ul></ul></ul><ul><ul><ul><li>Online donations </li></ul></ul></ul><ul><ul><ul><li>Email messaging data </li></ul></ul></ul><ul><ul><ul><li>Offline fundraising dollars </li></ul></ul></ul>
    32. 32. The Solution <ul><li>Coding Structures to Review </li></ul><ul><ul><li>Demographic Data </li></ul></ul><ul><ul><ul><li>Develop a set of donor profile (constituent codes) </li></ul></ul></ul><ul><ul><ul><li>Gather data online for personalization </li></ul></ul></ul><ul><ul><ul><li>Use date stamp for email signup to calculate when to send the “ask” </li></ul></ul></ul><ul><ul><li>Gift Codes </li></ul></ul><ul><ul><ul><li>Fundraising Method </li></ul></ul></ul><ul><ul><ul><li>Specific Campaign (sometimes called appeal or approach) </li></ul></ul></ul><ul><ul><ul><li>Program Designation </li></ul></ul></ul><ul><ul><ul><li>Fund Code (General Ledger) </li></ul></ul></ul><ul><ul><li>Email Open and Click-Through Behavior </li></ul></ul>
    33. 33. Email subscriptions begin the contact profile description (web to lead) Demographic Data
    34. 34. Start building the data – but make it optional Provide content & frequency choice – leave room for flexibility in contact Demographic Data
    35. 35. The more you know about a contact, the deeper the relationship can grow: if you have a strategy Here’s our web to lead data Demographic Data
    36. 36. Gift coding is critical to segmentation Gift Giving and Donation Data
    37. 37. We take a look at email subscriber behavior and match it to other habits and “re-mail” if we have the opt-in Email Subscriber Behavior
    38. 38. Paws 4 the Cause The “I want” list from the Development Director <ul><li>I’d to target all our monthly eNews subscribers who are office admin volunteers who gave $50 or more last year in our direct mail campaign to buy $100 tickets for our annual gala. I want to send them a special “forward to a friend email” </li></ul>Volunteer field = Yes Campaign Source= Winter Appeal 2006, Gift Amount >50 eNewsletter = Yes Volunteer Type= Office Admin
    39. 39. Constituent Management Codes <ul><li>Demographic Data </li></ul><ul><li>Gift Codes </li></ul><ul><li>Email Open and Click-Through Behavior </li></ul>
    40. 40. Chris Pokrana CRM Director [email_address]
    41. 41. About the Points of Light Foundation <ul><li>Our mission: “to engage more people and resources more effectively in volunteer service to help solve serious social problems.” </li></ul><ul><li>Our strategy: </li></ul><ul><ul><li>provide local delivery systems </li></ul></ul><ul><ul><li>build skills, knowledge and programs </li></ul></ul><ul><ul><li>raise public awareness </li></ul></ul>EMPLOYEES: 110 GEOGRAPHY: National VOLUNTEERS SERVED: 2.5 mil MEMBERSHIP: 360 Vol Centers BEST BOARD MEMBER: Mark Benioff, CEO, salesforce.com
    42. 42. The Challenge <ul><li>Business Challenge </li></ul><ul><ul><li>Organization culture </li></ul></ul><ul><ul><li>Data ownership / accountability </li></ul></ul><ul><ul><li>CRM strategy buy-in / understanding </li></ul></ul><ul><li>Technology Challenge </li></ul><ul><ul><li>Outdated legacy system (IMIS) </li></ul></ul><ul><ul><li>Multiple redundant databases </li></ul></ul><ul><ul><li>Four instances of SFDC </li></ul></ul><ul><ul><li>Integration between systems </li></ul></ul><ul><li>Dirty data </li></ul><ul><li>Staff frustration </li></ul><ul><li>Inefficiency </li></ul><ul><li>Poor business intelligence </li></ul>
    43. 43. The Solution <ul><li>Business Solution </li></ul><ul><ul><li>Executive buy-in </li></ul></ul><ul><ul><li>Staff engagement </li></ul></ul><ul><ul><li>Communication & education </li></ul></ul><ul><li>Technology Solution </li></ul><ul><ul><li>Initial data clean-up & ongoing management </li></ul></ul><ul><ul><li>System migration / integration </li></ul></ul><ul><ul><li>AppExchange products </li></ul></ul><ul><ul><li>Workflow & validation </li></ul></ul><ul><li>Purchased Apps </li></ul><ul><li>ActivePrime </li></ul><ul><li>Scribe Software </li></ul><ul><li>Donated Apps </li></ul><ul><li>DreamTeam </li></ul><ul><li>DemandTools </li></ul><ul><li>Crystal Reports* </li></ul><ul><li>ONE/Northwest Apps </li></ul><ul><li>Rapid Lead Converter </li></ul><ul><li>Functional Documentation </li></ul><ul><li>* Donation status not confirmed </li></ul>A FEW HELPFUL APPS
    44. 44. Demo: Maintaining Quality Data <ul><li>Scenario: Leads generated via web form </li></ul><ul><li>Key Requirements </li></ul><ul><ul><li>Data validation </li></ul></ul><ul><ul><li>Prevent duplicate data </li></ul></ul><ul><ul><li>Automated notification </li></ul></ul><ul><ul><li>Easy conversion process </li></ul></ul><ul><li>Key Benefits </li></ul><ul><ul><li>Timely follow-up </li></ul></ul><ul><ul><li>Better data / information </li></ul></ul><ul><ul><li>Increased user adoption </li></ul></ul>
    45. 45. NATASHA DEGANELLO GIRAUDIE CEO CHERYL GIPSON Director, Nonprofit Services CHRIS POKRANA CRM Director QUESTION & ANSWER SESSION
    46. 46. Session Feedback Let us know how we’re doing! <ul><li>Please score the session from 5 to 1 (5=excellent,1=needs improvement) on the following categories: </li></ul><ul><ul><li>Overall rating of the session </li></ul></ul><ul><ul><li>Quality of content </li></ul></ul><ul><ul><li>Strength of presentation delivery </li></ul></ul><ul><ul><li>Relevance of the session to your organization </li></ul></ul>Save time! Use your cell phone or mobile device to send Feedback via SMS/Text Messaging! Send a message to 26335 In the message body: Session 208, #### For example, “ Session 208, 5555 ” Session ID: 208 Session ID # Scores for 4 categories SMS Voting powered by:

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