This document summarizes a presentation on moves management best practices. The presentation provided an overview of establishing a formal moves management process with five key steps. It discussed tracking various moves strategies in a CRM system and emphasizing a donor-centric approach. Common challenges with moves management like employee turnover and competing priorities were also examined. The presenters believe that quality moves require balancing the human relationship with measurable goals. They provided examples of CRM dashboards and scorecards to track move quality and success over time in a way that respects donors.

1. The Mystique of
Moves Management
CASE IV District Conference
March 29-30, 2010

2. Your Partners in Dialogue
Fayruz Heather
Benyousef, Burton
CFRE
• Philanthropy Consultant • Director w/Sage
• Over 15 years fundraising, CFRE • Board President, BookSpring
• AFP Austin 2x Past Board • 10+ years working for and with
President, Board member Planet nonprofits in development -
Cancer and Con Mi MADRE – United Way of Greater Portland, Portland
Mothers And Daughters Raising Expectations West, Hospice Maine
• Favorite Food: Mom’s Pizza • Favorite food: Almost anyone’s
Pizza
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3. Our Goals
• Give you a well deserved chance to breathe & THINK!
• Facilitate engaging dialog
• Provide key take-a-ways which encompass:
– Five steps in establishing a formal moves management process.
– Ideas on recording/tracking various moves strategies.
– Emphasis on the importance of being donor-centric.
– Overview of the different types of "moves."
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4. We believe…
You
know the
“who”
You You
know the know the
“theory” “how”
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5. Break Out Exercise
• Groups of 4-5
• Answer the question:
“What’s your biggest frustration with moves
management?”
• 10 minutes to discuss, agree on top three, assign a
“presenter”
• Share with the group
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6. The best executive is the one who has
sense enough to pick good men [women]
to do what he [she] wants done,
and self-restraint to keep from
meddling with them while they do it.
- Theodore Roosevelt
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7. 5 Steps to a formalized process
Decide who
Determine to move
the number
Establish a of donors to
moves team move
ID a
“Champion”
Commit
to formal
process
* From “Start Moving Donors Up the Giving Ladder!”, Advancing Philanthropy, Sept 2007
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By Heather Burton and Fayruz Benyousef, CFRE

8. Where does the system break down?
• No “secondary” relationship with donor
– Turn-over for fundraisers
• Too many to manage/starting too big
• Competing priorities
• Excluding the human element
• Not having a proper cadence of accountability
• Improper or impatient asks
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9. …The right amount
…at the right time
…..for the right cause
URL: http://www.youtube.com/watch?v=fjArVd-ElRs
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10. What stalls moves?
• The Prospect
– Giving is personal; can’t be forced
– Your donors are busy!
• You/The Organization
– Employee turnover; How do introductions work?
– Dropping your cadence/letting other “priorities” get in the way
• BOTH: Lack of meaningful conversation
– Make it worth the time so they will take the call!
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11. So….
• How are you coping?
• When you are in meetings, what questions are you
asking?
• Are you Result focused vs Relationship focused?
– What about your boss?
• What it should look like? Screens, simplicity
– Specifics
– Alerts
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12. CRM Example
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13. CRM Example
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14. How much is too much?
• Kinds of info
• Actionable
• Lead and lag measure
– Scorecards
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15. Scorecards
• Quality of moves Dashboards
• Development officers not just about $$ - quality of moves
– Hit and run fundraising vs meaningful, sincere, engaging moves
• Define LEAD and LAG indicators
– Ex. Lead = # calls/meetings/ etc
– Ex. Lag = Gift
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16. Dashboard for Gift Officers
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17. Real-Time Updates!
Different officer, different dashboard
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18. Track Close Rates
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19. Visibility into tasks
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20. Art and a Science
• Building history, the relationship
• Knowing when to say when
• Trust your staff – respectful and dignified
• Document call report! Take time to make time
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21. Take-a-ways
• PPT
• Advancing Philanthropy
• CASE 1994 Dunlop Article
• Bernie Ross book (raffle)
• Effective Fundraising Management
– Kathleen Kelly
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22. Thank You!
Heather Burton, Sage Nonprofit Solutions
heather.burton@sage.com
Fayruz M. Benyousef, CFRE
http://about.me/Fayruz
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