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DM 201
NYC
May 14, 2014
Analytics!
Image that your organization effectively used all relevant
information to make smarter decisions for sustained growth.
Post Join Strategies Drive Investments
Prospecting
• Donors
• Leads
• Direct mail
• Web
2nd Gift and
retention
• 1x Gifts
• Sustainers
Upgrading
• Mid-Level
• Major Gifts
After donors are acquired value us created through second gift, retention and
upgrading strategies
Generating Value From Prospecting
Join Channel
• Direct Mail
• Web
• Monthly
• Online Ads
• Email
• TV
• F2F
Gift Type
• 1x Gift
• Multi-gifts
• Sustainer
• Join level
Data Source
• List/Package
• Online Publishers
• List
• Digital Ads
• Cities/Offices
Now examine these examples across all channels to drive investments.
5
What We Want to Cover
• Renewals
• Special Appeals
• Monthly Giving
• Digital
Renewals
Typically Renewals are the most effective marketing activity
to keep donors engaged.
Renewal Programs
1. Primary Objective - Retain.
2. Cost Effectiveness
3. Program Types – Anniversary versus
Annualized – Advantages of each
4. Typical Messages
7
Key Renewal Metrics
1.Response Rate
2.Renewal Rates - channel and
integrated
3.Segmentation Opportunities
8
Renewal Report
Expire Performance
9
Expire Group First Year Quantity Renewal
Rate
Response
Rate
Responses Avg Gift Gross Income Expenses Net
Early Bird 37,666 3.54% 3.53% 1,328 $29.53 $39,218 $12,241 $26,976
Notice A 37,498 5.37% 5.37% 2,012 $35.00 $70,426 $12,187 $58,239
Notice 1 159 0.62% 84.28% 134 $31.72 $4,250 $52 $4,198
Notice B 35,015 4.99% 5.35% 1,873 $36.94 $69,192 $11,380 $57,812
Notice C 33,012 3.80% 6.19% 2,045 $24.72 $50,549 $10,729 $39,821
Notice D 34,249 4.58% 5.02% 1,719 $25.54 $43,900 $11,131 $32,769
Notice E 3,922 1.50% 14.33% 562 $35.01 $19,674 $1,275 $18,399
Notice F 28,236 2.55% 3.39% 958 $25.99 $24,902 $9,177 $15,725
Notice G 27,400 2.51% 3.44% 943 $24.56 $23,158 $8,905 $14,253
Notice H 26,070 1.53% 2.20% 574 $26.07 $14,963 $8,473 $6,490
Notice J 23,455 0.82% 1.31% 308 $25.93 $7,988 $7,623 $365
Notice K 22,197 0.86% 1.45% 322 $25.44 $8,193 $7,214 $979
Notice L 21,234 0.05% 0.08% 17 $43.82 $745 $6,901 ($6,156)
Existing Member Retention
10
New Member Retention
11
New Member Retention by Channel
12
Retention Monitoring
13
1/23/2010 1/23/2011 1/23/2012 1/23/2013 Trend
Multi-Channel 66.3% 70.3% 65.3% 72.9%
Offline Only 52.2% 46.6% 43.7% 47.4%
Online Only 26.9% 30.9% 21.3% 33.2%
1/23/2010 1/23/2011 1/23/2012 1/23/2013 Trend
Core 71.1% 70.5% 67.4% 72.3%
Core 1st Yr 55.9% 52.7% 48.0% 55.8%
Core 2nd Yr 67.6% 66.3% 62.0% 66.7%
Core 3rd yr+ 80.5% 81.3% 79.6% 82.7%
Prior Lapsed 41.7% 36.8% 34.9% 40.9%
Prior Recent Lapsed 48.4% 46.1% 42.1% 50.0%
Prior Deep Lapsed 35.0% 30.1% 28.4% 32.9%
Prior New 22.7% 20.4% 17.2% 20.1%
Appeals
Special Appeals can be a vital revenue stream to expand an
relationship with key donors for long-term.
Appeals Programs
1. Primary Objective –Maximize Donor
Value, Retain,
2. Feed the Pipeline – Define it
3. Mid-Level vs Monthly
4. Appeals versus renewals
5. Major Gifts and Planned giving
15
Key Appeal Metrics
1. Value
2. Average Gifts
3. Upgrading
4. Annualized Treatment and Investment
5. Segmentation – Basic versus Integrated
16
Appeal Reports
17
Package HPC MRC Date Mail Qty Gifts Resp Rate Income Avg Gift
K37AAF5D: 2014 Calendar
Appeal - Test 1
60,014 1,905 3.17% $77,810 $40.85
$15-19.99 1,258 101 8.03% $1,370 $13.56
$20-24.99 1,503 74 4.92% $1,390 $18.78
$25-49.99 32,478 1,129 3.48% $33,453 $29.63
$50-99.99 15,637 424 2.71% $23,945 $56.47
$100-249.99 8,734 175 2.00% $17,352 $99.15
250 plus 404 2 0.50% $300 $150.00
K37AAF8D: 2014 Calendar
Appeal - Test 2
59,964 1,948 3.25% $81,609 $41.89
K37AAFCD: 2014 Calendar
Appeal - Control
59,893 1,724 2.88% $68,037 $39.46
K37AAFHD: 2014 Calendar
Appeal - High Dollar
5,535 75 1.36% $27,043 $360.57
K37AAFJD: 2014 Calendar
Appeal - Core 1
49,364 4,699 9.52% $86,526 $18.41
K37AAFPD: 2014 Calendar
Appeal - Core 2
23,226 3,864 16.64% $111,528 $28.86
K37AAFXD: 2014 Calendar
Appeal - Extra responders
12,049 436 3.62% $19,505 $44.74
Total 270,045 14,651 5.43% $472,058 $32.22
Review Key Segments
18
Behavior Mail Qty Gifts Resp Rate Income Avg Gift Productivity
Test Cell 1 13,541 188 1.39% $9,560 $50.85 $706
Appeal Responsive 28,352 1,608 5.67% $45,397 $28.23 $1,601
Behavior Model 1 24,120 3,562 14.77% $112,136 $31.48 $4,649
Notice Enclosed Series Behavior 61,053 2,148 3.52% $82,269 $38.30 $1,348
New Member 43,222 2,527 5.85% $63,077 $24.96 $1,459
Aria Responsive 4,864 185 3.80% $8,570 $46.32 $1,762
Behavior Model 2 21,063 1,812 8.60% $42,713 $23.57 $2,028
Lead Model 1 43,526 1,682 3.86% $55,508 $33.00 $1,275
Issues Appeal 16,018 693 4.33% $39,923 $57.61 $2,492
Advanced Expire 8,881 201 2.26% $10,140 $50.45 $1,142
Test 2 2,968 38 1.28% $1,990 $52.37 $670
Test 3 2,437 7 0.29% $775 $110.71 $318
Total 270,045 14,651 5.43% $472,058 $32.22 $1,748
Appeals or Renewals
19
$1,000,000
$1,200,000
$1,400,000
$1,600,000
$1,800,000
$2,000,000
$2,200,000
$2,400,000
$2,600,000
Renewals
Appeals General
Monthly Giving
Image that your organization effectively used all relevant
information to make smarter decisions for sustained growth.
Monthly Giving
1. Primary Objective – Giving Option
2. When to do it! High-Level
Approach
3. Operational Issues
4. Typical Messages
5. To Brand or Not To Brand
21
Key Monthly Metrics
1.Conversion
2.Attrition Rates
3.File Penetration
4.Revenue Penetration
5.Investment Levels
6.Segmentation Opportunities
22
Monthly Donors
Typically a sustainer is worth more than
twice as much as another member.
23
24
Sustainer File Retention
The graph below displays sustainer retention for the past four 12-month periods.
Non-sustainers have been excluded.
Past 12 MonthsPrior 12 Months
25
Decline Rates.
26
Monthly activation by channels
Digital
Digital marketing offers both greater rewards in terms of
higher engagement and ROI and greater risk - due to the
execution complexity and the need for behavioral changes
across the organization. Defining your Digital experience is
key
Digital
1. The 4 Digital Presence Models
2. Primary Objective – All of the
Above
3. Articulating Valuation
28
4 Primary Model
4 revenue models
Deciding aligns metrics
1. Brand
2. Education
3. Advocacy/Community
4. Revenue
1. Philanthropy
2. Lead Generation
3. Transactional – Subscription based -
Ads
4. Innovate
29
Key Digital Metrics
1.Conversion
2.Qualified Visitor Valuation
3.Lead Investment Needs
4.Email Valuation
5.Online Advertising
6.Integrated Segmentation
30
Traffic & Revenue Trends
Objective: Understand organization exposure - Analyze visitor traffic composition and monitor
qualified traffic trends.
Client Recommendation: Although traffic was increasing, the current strategy was bringing in
unqualified traffic thus impacting website revenue.
24-Month
Trend Overview Past 12 Months
Unique Visitors 21,880,675
% New Visitors 73.1 %
PageViews 58,219,354
Bounce Rate 71.4 %
Branded Traffic 1,112,863
Non Branded Traffic 20,865,495
Direct Traffic 4,955,452
Search 10,108,182
Paid Search 880,885
Non Paid Search 9,283,060
Referral 3,679,613
Campaign 4,761,815
Revenue $7,299,162
Website $5,907,854
Online Ads $1,391,308
New Donor LTV
FY13 Program LTV JoinSource AG CPD VPD6 VPD12
Offline Direct Response $20.64 $38.74 $31.59 $39.78
Offline Total $20.64 $38.74 $31.59 $39.78
Online Email Conversion $41.39 $4.59 $115.54 $123.61
Website $76.60 $0.00 $105.96 $125.56
Online Advertising $93.67 $72.19 $100.33 $115.33
Social Media $29.17 $157.68 $41.67 $78.17
Acquired Email $26.51 $168.86 $44.14 $52.43
Online Total $60.89 $45.56 $89.10 $105.06
Grand Total $22.51 $36.28 $34.27 $42.82
Objective: Monitor Return on Investment by Join Source and establish benchmarks for each source.
Email List Valuation
MemberGroup EmailsOpened12 Registrants % Registrants Donors Revenue Revenue 0to12Mos R12 Offline Revenue R12 WebRevenue
Active 0-12 Mos A: 1-5 1575 1.25% 1575 $1,568,661 $410,404.09 $305,508.13 $104,895.96
B: 6-11 756 0.60% 756 $868,349 $240,390.36 $176,613.25 $63,777.11
C: 12+ 2388 1.89% 2388 $4,918,766 $1,069,889.84 $962,897.62 $106,992.22
Z: Zero 1392 1.10% 1392 $1,328,183 $309,393.58 $268,192.47 $41,201.11
Active 0-12 Mos Total 6111 4.84% 6111 $8,683,959 $2,030,077.87 $1,713,211.47 $316,866.40
Short lapsed 13-24 Mos A: 1-5 769 0.61% 769 $403,357 $0.00 $0.00 $0.00
B: 6-11 386 0.31% 386 $141,225 $0.00 $0.00 $0.00
C: 12+ 1584 1.26% 1584 $272,272 $0.00 $0.00 $0.00
Z: Zero 893 0.71% 893 $493,227 $0.00 $0.00 $0.00
Short lapsed 13-24 Mos Total 3632 2.88% 3632 $1,310,081 $0.00 $0.00 $0.00
Deep lapsed 25+ Mos A: 1-5 2955 2.34% 2955 $1,347,028 $0.00 $0.00 $0.00
B: 6-11 1801 1.43% 1801 $460,487 $0.00 $0.00 $0.00
C: 12+ 11220 8.89% 11220 $1,328,913 $0.00 $0.00 $0.00
Z: Zero 2469 1.96% 2469 $1,618,313 $0.00 $0.00 $0.00
Deep lapsed 25+ Mos Total 18445 14.61% 18445 $4,754,741 $0.00 $0.00 $0.00
Prospects A: 1-5 215 0.17% 0 $0.00 $0.00 $0.00
B: 6-11 228 0.18% 0 $0.00 $0.00 $0.00
C: 12+ 96532 76.48% 0 $0.00 $0.00 $0.00
Z: Zero 1050 0.83% 0 $0.00 $0.00 $0.00
Prospects Total 98025 77.67% 0 $0.00 $0.00 $0.00
Grand Total 126213 100.00% 28188 $14,748,781 $2,030,077.87 $1,713,211.47 $316,866.40
Emails Opened in the past 12 months
Show me the money!
Objective: Monetize email list by segment allowing for creation of select strategies.
Keep an Eye on Unsubscribe
Thanks
Kevin Moran
Principal
Integral, LLC
202-452-9731
kevin@integral-dc.com
www.integral-dc.com

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DM 201- Integral - Analytical Stats

  • 2. Analytics! Image that your organization effectively used all relevant information to make smarter decisions for sustained growth.
  • 3. Post Join Strategies Drive Investments Prospecting • Donors • Leads • Direct mail • Web 2nd Gift and retention • 1x Gifts • Sustainers Upgrading • Mid-Level • Major Gifts After donors are acquired value us created through second gift, retention and upgrading strategies
  • 4. Generating Value From Prospecting Join Channel • Direct Mail • Web • Monthly • Online Ads • Email • TV • F2F Gift Type • 1x Gift • Multi-gifts • Sustainer • Join level Data Source • List/Package • Online Publishers • List • Digital Ads • Cities/Offices Now examine these examples across all channels to drive investments.
  • 5. 5 What We Want to Cover • Renewals • Special Appeals • Monthly Giving • Digital
  • 6. Renewals Typically Renewals are the most effective marketing activity to keep donors engaged.
  • 7. Renewal Programs 1. Primary Objective - Retain. 2. Cost Effectiveness 3. Program Types – Anniversary versus Annualized – Advantages of each 4. Typical Messages 7
  • 8. Key Renewal Metrics 1.Response Rate 2.Renewal Rates - channel and integrated 3.Segmentation Opportunities 8
  • 9. Renewal Report Expire Performance 9 Expire Group First Year Quantity Renewal Rate Response Rate Responses Avg Gift Gross Income Expenses Net Early Bird 37,666 3.54% 3.53% 1,328 $29.53 $39,218 $12,241 $26,976 Notice A 37,498 5.37% 5.37% 2,012 $35.00 $70,426 $12,187 $58,239 Notice 1 159 0.62% 84.28% 134 $31.72 $4,250 $52 $4,198 Notice B 35,015 4.99% 5.35% 1,873 $36.94 $69,192 $11,380 $57,812 Notice C 33,012 3.80% 6.19% 2,045 $24.72 $50,549 $10,729 $39,821 Notice D 34,249 4.58% 5.02% 1,719 $25.54 $43,900 $11,131 $32,769 Notice E 3,922 1.50% 14.33% 562 $35.01 $19,674 $1,275 $18,399 Notice F 28,236 2.55% 3.39% 958 $25.99 $24,902 $9,177 $15,725 Notice G 27,400 2.51% 3.44% 943 $24.56 $23,158 $8,905 $14,253 Notice H 26,070 1.53% 2.20% 574 $26.07 $14,963 $8,473 $6,490 Notice J 23,455 0.82% 1.31% 308 $25.93 $7,988 $7,623 $365 Notice K 22,197 0.86% 1.45% 322 $25.44 $8,193 $7,214 $979 Notice L 21,234 0.05% 0.08% 17 $43.82 $745 $6,901 ($6,156)
  • 12. New Member Retention by Channel 12
  • 13. Retention Monitoring 13 1/23/2010 1/23/2011 1/23/2012 1/23/2013 Trend Multi-Channel 66.3% 70.3% 65.3% 72.9% Offline Only 52.2% 46.6% 43.7% 47.4% Online Only 26.9% 30.9% 21.3% 33.2% 1/23/2010 1/23/2011 1/23/2012 1/23/2013 Trend Core 71.1% 70.5% 67.4% 72.3% Core 1st Yr 55.9% 52.7% 48.0% 55.8% Core 2nd Yr 67.6% 66.3% 62.0% 66.7% Core 3rd yr+ 80.5% 81.3% 79.6% 82.7% Prior Lapsed 41.7% 36.8% 34.9% 40.9% Prior Recent Lapsed 48.4% 46.1% 42.1% 50.0% Prior Deep Lapsed 35.0% 30.1% 28.4% 32.9% Prior New 22.7% 20.4% 17.2% 20.1%
  • 14. Appeals Special Appeals can be a vital revenue stream to expand an relationship with key donors for long-term.
  • 15. Appeals Programs 1. Primary Objective –Maximize Donor Value, Retain, 2. Feed the Pipeline – Define it 3. Mid-Level vs Monthly 4. Appeals versus renewals 5. Major Gifts and Planned giving 15
  • 16. Key Appeal Metrics 1. Value 2. Average Gifts 3. Upgrading 4. Annualized Treatment and Investment 5. Segmentation – Basic versus Integrated 16
  • 17. Appeal Reports 17 Package HPC MRC Date Mail Qty Gifts Resp Rate Income Avg Gift K37AAF5D: 2014 Calendar Appeal - Test 1 60,014 1,905 3.17% $77,810 $40.85 $15-19.99 1,258 101 8.03% $1,370 $13.56 $20-24.99 1,503 74 4.92% $1,390 $18.78 $25-49.99 32,478 1,129 3.48% $33,453 $29.63 $50-99.99 15,637 424 2.71% $23,945 $56.47 $100-249.99 8,734 175 2.00% $17,352 $99.15 250 plus 404 2 0.50% $300 $150.00 K37AAF8D: 2014 Calendar Appeal - Test 2 59,964 1,948 3.25% $81,609 $41.89 K37AAFCD: 2014 Calendar Appeal - Control 59,893 1,724 2.88% $68,037 $39.46 K37AAFHD: 2014 Calendar Appeal - High Dollar 5,535 75 1.36% $27,043 $360.57 K37AAFJD: 2014 Calendar Appeal - Core 1 49,364 4,699 9.52% $86,526 $18.41 K37AAFPD: 2014 Calendar Appeal - Core 2 23,226 3,864 16.64% $111,528 $28.86 K37AAFXD: 2014 Calendar Appeal - Extra responders 12,049 436 3.62% $19,505 $44.74 Total 270,045 14,651 5.43% $472,058 $32.22
  • 18. Review Key Segments 18 Behavior Mail Qty Gifts Resp Rate Income Avg Gift Productivity Test Cell 1 13,541 188 1.39% $9,560 $50.85 $706 Appeal Responsive 28,352 1,608 5.67% $45,397 $28.23 $1,601 Behavior Model 1 24,120 3,562 14.77% $112,136 $31.48 $4,649 Notice Enclosed Series Behavior 61,053 2,148 3.52% $82,269 $38.30 $1,348 New Member 43,222 2,527 5.85% $63,077 $24.96 $1,459 Aria Responsive 4,864 185 3.80% $8,570 $46.32 $1,762 Behavior Model 2 21,063 1,812 8.60% $42,713 $23.57 $2,028 Lead Model 1 43,526 1,682 3.86% $55,508 $33.00 $1,275 Issues Appeal 16,018 693 4.33% $39,923 $57.61 $2,492 Advanced Expire 8,881 201 2.26% $10,140 $50.45 $1,142 Test 2 2,968 38 1.28% $1,990 $52.37 $670 Test 3 2,437 7 0.29% $775 $110.71 $318 Total 270,045 14,651 5.43% $472,058 $32.22 $1,748
  • 20. Monthly Giving Image that your organization effectively used all relevant information to make smarter decisions for sustained growth.
  • 21. Monthly Giving 1. Primary Objective – Giving Option 2. When to do it! High-Level Approach 3. Operational Issues 4. Typical Messages 5. To Brand or Not To Brand 21
  • 22. Key Monthly Metrics 1.Conversion 2.Attrition Rates 3.File Penetration 4.Revenue Penetration 5.Investment Levels 6.Segmentation Opportunities 22
  • 23. Monthly Donors Typically a sustainer is worth more than twice as much as another member. 23
  • 24. 24 Sustainer File Retention The graph below displays sustainer retention for the past four 12-month periods. Non-sustainers have been excluded. Past 12 MonthsPrior 12 Months
  • 27. Digital Digital marketing offers both greater rewards in terms of higher engagement and ROI and greater risk - due to the execution complexity and the need for behavioral changes across the organization. Defining your Digital experience is key
  • 28. Digital 1. The 4 Digital Presence Models 2. Primary Objective – All of the Above 3. Articulating Valuation 28
  • 29. 4 Primary Model 4 revenue models Deciding aligns metrics 1. Brand 2. Education 3. Advocacy/Community 4. Revenue 1. Philanthropy 2. Lead Generation 3. Transactional – Subscription based - Ads 4. Innovate 29
  • 30. Key Digital Metrics 1.Conversion 2.Qualified Visitor Valuation 3.Lead Investment Needs 4.Email Valuation 5.Online Advertising 6.Integrated Segmentation 30
  • 31. Traffic & Revenue Trends Objective: Understand organization exposure - Analyze visitor traffic composition and monitor qualified traffic trends. Client Recommendation: Although traffic was increasing, the current strategy was bringing in unqualified traffic thus impacting website revenue. 24-Month Trend Overview Past 12 Months Unique Visitors 21,880,675 % New Visitors 73.1 % PageViews 58,219,354 Bounce Rate 71.4 % Branded Traffic 1,112,863 Non Branded Traffic 20,865,495 Direct Traffic 4,955,452 Search 10,108,182 Paid Search 880,885 Non Paid Search 9,283,060 Referral 3,679,613 Campaign 4,761,815 Revenue $7,299,162 Website $5,907,854 Online Ads $1,391,308
  • 32. New Donor LTV FY13 Program LTV JoinSource AG CPD VPD6 VPD12 Offline Direct Response $20.64 $38.74 $31.59 $39.78 Offline Total $20.64 $38.74 $31.59 $39.78 Online Email Conversion $41.39 $4.59 $115.54 $123.61 Website $76.60 $0.00 $105.96 $125.56 Online Advertising $93.67 $72.19 $100.33 $115.33 Social Media $29.17 $157.68 $41.67 $78.17 Acquired Email $26.51 $168.86 $44.14 $52.43 Online Total $60.89 $45.56 $89.10 $105.06 Grand Total $22.51 $36.28 $34.27 $42.82 Objective: Monitor Return on Investment by Join Source and establish benchmarks for each source.
  • 33. Email List Valuation MemberGroup EmailsOpened12 Registrants % Registrants Donors Revenue Revenue 0to12Mos R12 Offline Revenue R12 WebRevenue Active 0-12 Mos A: 1-5 1575 1.25% 1575 $1,568,661 $410,404.09 $305,508.13 $104,895.96 B: 6-11 756 0.60% 756 $868,349 $240,390.36 $176,613.25 $63,777.11 C: 12+ 2388 1.89% 2388 $4,918,766 $1,069,889.84 $962,897.62 $106,992.22 Z: Zero 1392 1.10% 1392 $1,328,183 $309,393.58 $268,192.47 $41,201.11 Active 0-12 Mos Total 6111 4.84% 6111 $8,683,959 $2,030,077.87 $1,713,211.47 $316,866.40 Short lapsed 13-24 Mos A: 1-5 769 0.61% 769 $403,357 $0.00 $0.00 $0.00 B: 6-11 386 0.31% 386 $141,225 $0.00 $0.00 $0.00 C: 12+ 1584 1.26% 1584 $272,272 $0.00 $0.00 $0.00 Z: Zero 893 0.71% 893 $493,227 $0.00 $0.00 $0.00 Short lapsed 13-24 Mos Total 3632 2.88% 3632 $1,310,081 $0.00 $0.00 $0.00 Deep lapsed 25+ Mos A: 1-5 2955 2.34% 2955 $1,347,028 $0.00 $0.00 $0.00 B: 6-11 1801 1.43% 1801 $460,487 $0.00 $0.00 $0.00 C: 12+ 11220 8.89% 11220 $1,328,913 $0.00 $0.00 $0.00 Z: Zero 2469 1.96% 2469 $1,618,313 $0.00 $0.00 $0.00 Deep lapsed 25+ Mos Total 18445 14.61% 18445 $4,754,741 $0.00 $0.00 $0.00 Prospects A: 1-5 215 0.17% 0 $0.00 $0.00 $0.00 B: 6-11 228 0.18% 0 $0.00 $0.00 $0.00 C: 12+ 96532 76.48% 0 $0.00 $0.00 $0.00 Z: Zero 1050 0.83% 0 $0.00 $0.00 $0.00 Prospects Total 98025 77.67% 0 $0.00 $0.00 $0.00 Grand Total 126213 100.00% 28188 $14,748,781 $2,030,077.87 $1,713,211.47 $316,866.40 Emails Opened in the past 12 months Show me the money! Objective: Monetize email list by segment allowing for creation of select strategies.
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