How do you engage with donors? Has it become more challenging because of today's rapidly changing innovation? With so many distracting and competing sources for attention, contributions and volunteerism, not for profits are facing challenges with gaining repeat and new donations due to changing donor expectations. From Google to Facebook, the App Store and GroupOn, there seems to be an unlimited amount of information and access for nearly free. How can your organization stand out amongst the crowd and keep up with donor expectations? Donors want to feel valued to their contributions and and connected to their causes constantly! It's time to start leveraging innovation and stop competing with it. Move away from the transaction relationship that defines many not for profits to a more social, human relationship. Join me as I share tips, tricks, and tools to how you can leverage Social CRM to adapt to a new era in donor expectations. We'll cover utilizing external social media monitoring, CRM Integration, online communities, member scoring and more. Regain relevance and exceed donor expectations with your own innovation for now and years to come!

1. A NEW ERA IN FUNDRAISING
EXPECTATIONS
CHANGED BY INNOVATION
Presented by @Sterling Raphael
#501technyc

2. www.Avectra.com
OUR PRODUCTS…
#501TechNYC
@SterlingRaphael

3. ABOUT ME
#501TechNYC
@SterlingRaphael

4. A NEW ERA www.Avectra.com
IN FUNDRAISING
OUR AGENDA:
1. Innovations & Expectations
2. Organizational Culture
3. Social CRM
4. Content
5. Engage
#501TechNYC
@SterlingRaphael

5. INNOVATION www.Avectra.com
& EXPECTATIONS
#501TechNYC
@SterlingRaphael

6. INNOVATION www.Avectra.com
& EXPECTATIONS
“I haven’t failed. I’ve just found
10,000 ways that won’t work.”
- Thomas Edison
#501TechNYC
@SterlingRaphael

7. INNOVATION www.Avectra.com
& EXPECTATIONS
I don’t get it. I don’t like.
#501TechNYC
@SterlingRaphael

8. ARE YOU READY FOR THE FUTURE?
#501TechNYC
@SterlingRaphael

9. http://www.youtube.com/watch?v=aXV-yaFmQNk&
#501TechNYC
@SterlingRaphael

10. INNOVATION www.Avectra.com
& EXPECTATIONS
Industry Trends
$300 Billion Donated in 2010
13% of all donations were given online
50% rate of growth of online donations
Source: Fundly @ SM4NP Event
#501TechNYC
@SterlingRaphael

11. INNOVATION www.Avectra.com
& EXPECTATIONS
Millennial Trends
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
#501TechNYC
@SterlingRaphael

12. INNOVATION www.Avectra.com
& EXPECTATIONS
Industry Trends
30% more Non Profits in last 10 years
People get ~3k commercial msgs/day
Source: The Internet
#501TechNYC
@SterlingRaphael

13. ORGANIZATIONAL www.Avectra.com
CULTURE
#501TechNYC
@SterlingRaphael

14. ORGANIZATIONAL www.Avectra.com
CULTURE
SHIFT!!!
#501TechNYC
@SterlingRaphael

15. ORGANIZATIONAL www.Avectra.com
CULTURE
SHIFT!!!
#501TechNYC
@SterlingRaphael

16. ORGANIZATIONAL www.Avectra.com
CULTURE
SHIFT!!!
#501TechNYC
@SterlingRaphael

17. ORGANIZATIONAL www.Avectra.com
CULTURE
SHIFT!!!
#501TechNYC
@SterlingRaphael

18. ORGANIZATIONAL www.Avectra.com
CULTURE
STAFF & POLICIES
Karen Handel, Susan G. Komen
Executive, Quits Over Planned
Parenthood Dispute
#501TechNYC
@SterlingRaphael

19. ORGANIZATIONAL www.Avectra.com
CULTURE
AGILITY
Set Goals
Benchmark
Pilot Projects
Measure
Iterate!
#501TechNYC
@SterlingRaphael

20. #501TechNYC
@SterlingRaphael

21. SOCIAL CRM www.Avectra.com
FOR NON PROFITS (FOR PURPOSE)
WHAT IS IT?
Donor
&
Customer
Rela�onship
Management
Social
CRM
Social
Media
#501TechNYC
@SterlingRaphael

22. SOCIAL CRM
FOR PURPOSE
“There
is
one
absolute
about
Social
CRM:
It
will
be
mandatory
–
not
op�onal
–
for
the
majority
of
organiza�ons.”
-­‐
The
Gartner
Group:
2011
#501TechNYC
@SterlingRaphael

23. SOCIAL CRM
FOR PURPOSE
“Organiza�ons
using
social
CRM
solu�ons
gain
greater
market
share
and
higher
margins.”
-­‐
McKinsey:
2010
#501TechNYC
@SterlingRaphael

24. SOCIAL CRM
FOR PURPOSE
Revenues (12%) Time to Market (20%)
Marketing Effectiveness (15%) Support Costs (10%)
Customer Satisfaction (19%) Travel Costs (20%)
Employee Satisfaction (20%) Marketing Costs (10%)
Successful Product Innovation (18%) Supply Chain Costs (10%)
Source:
McKinsey
Quarterly
December
2010,
“The
rise
of
the
networked
enterprise:
Web
2.0
finds
its
payday”,
Jacques
Bughin
and
Michael
Chui
#501TechNYC
@SterlingRaphael

25. Have
you
ever
heard
conversa�ons
that
started
like
this?
#501TechNYC
@SterlingRaphael

26. Employees Members / Donors / Customers
Where’s
the
info
I
Who
in
the
What’s
the
best
need
to
complete
company
would
How
Do
I
….
?
way
to
…..
?
my
task?
know
that?
Am
I
really
the
first
I
have
a
great
idea,
Has
anyone
ever
Its
not
working.
person
with
this
what
do
you
think?
tried
to
…..
?
What
now?
challenge?
Partners Prospects
Isn’t
the
new
We’re
considering
Is
this
the
latest
model
/
version
What
do
you
think
that
Product
for
product
info
?
available
next
of
this
Company
?
this
–
a
good
idea?
month
?
How
do
I
find
My
customer
can’t
Which
product
I
am
not
hearing
someone
who
can
wait
and
expects
an
should
I
use
so
good
things
about
help
with
this?
answer….
solve
my
problem?
this
company,
you?
#501TechNYC
@SterlingRaphael

27. Employees Members / Donors / Customers
Where’s
the
info
I
Who
in
the
What’s
the
best
need
to
complete
company
would
How
Do
I
….
?
way
to
…..
?
my
task?
know
that?
Am
I
really
the
first
person
with
this
challenge?
People
are
talking…
I
have
a
great
idea,
what
do
you
think?
Has
anyone
ever
tried
to
…..
?
Its
not
working.
What
now?
Are
you
listening?
Partners Are
nyou
engaging?
Isn’t
the
ew
Prospects
Is
this
the
latest
product
info
?
Are
you
ac�ng?
think
model
/
version
available
next
What
do
you
of
this
Company
?
We’re
considering
that
Product
for
this
–
a
good
idea?
month
?
How
do
I
find
My
customer
can’t
Which
product
I
am
not
hearing
someone
who
can
wait
and
expects
an
should
I
use
so
good
things
about
help
with
this?
answer….
solve
my
problem?
this
company,
you?
#501TechNYC
@SterlingRaphael

28. SOCIAL CRM
FOR PURPOSE
Culture
&
Business
Strategy
Processes
&
Technology
pla�orm
workflow
Stakeholder
Cons�tuent
Trust
&
Engagement
Value
Transparency
#501TechNYC
2/7/12
@SterlingRaphael

29. Social CRM
INFOGRAPHIC
http://
blog.getsatisfaction.com/
2010/12/06/evolution-of-
social-crm/?
view=socialstudies
#501TechNYC
@SterlingRaphael

30. Social CRM.
#501TechNYC
@SterlingRaphael

31. Social CRM.
#501TechNYC
@SterlingRaphael

32. SOCIAL CRM
FOR PURPOSE
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.
#501TechNYC
@SterlingRaphael

33. 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
#501TechNYC
@SterlingRaphael

34. SOCIAL CRM
LISTENING & RESPONDING
Healthcare Information and Management Systems Society
#501TechNYC
@SterlingRaphael

35. SOCIAL CRM
LISTENING & RESPONDING
#501TechNYC
@SterlingRaphael

36. SOCIAL CRM
LISTENING & RESPONDING
#501TechNYC
@SterlingRaphael

37. SOCIAL CRM
LISTENING & RESPONDING
#501TechNYC
@SterlingRaphael

38. SOCIAL CRM
THE LEAGUE…
#501TechNYC
@SterlingRaphael

39. SOCIAL CRM
COMMUNITY
#501TechNYC
@SterlingRaphael

40. SOCIAL CRM
COMMUNITY
#501TechNYC
@SterlingRaphael

41. SOCIAL CRM
COMMUNITY
#501TechNYC
@SterlingRaphael

42. SOCIAL CRM
COMMUNITY
#501TechNYC
@SterlingRaphael

43. SOCIAL CRM
COMMUNITY
MyHome Page Reputation System
Content Alerts RSS Feed Center
Database Interests
Member Matching Activity Notifications
User Activity
User Centric Architecture
(UCA)
#501TechNYC
@SterlingRaphael

44. SOCIAL CRM
CRM (DONOR DATABASE)
#501TechNYC
@SterlingRaphael

45. SOCIAL CRM
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
#501TechNYC
@SterlingRaphael

46. SOCIAL CRM
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:
Donor
Ask
Cul�vate
Iden�fy
#501TechNYC
@SterlingRaphael

47. SOCIAL CRM
Stage
Assignments
§ Each stage may have Assignments
§ Assignments tied to staff users
1st
Gi�
/Enhanced
2nd
Ask
–
First
�me
Prospect
Gi�
at
Work
Acknowledgment
Renewal
• Phone
Call
• Board
Thank
You
Call
• Meaningful
• Direct
Mail
• Direct
Mail
• Program
Visit
Informa�on
• Phone
• Email
• Social
Community
• Success
of
Gi�
• Email
• Website
Visitor
Invite
• Social
Site
#501TechNYC
@SterlingRaphael

48. SOCIAL CRM
netFORUM
A-­‐Score™
#501TechNYC
@SterlingRaphael

49. SOCIAL CRM
A-­‐Score™
Scales
Advocacy
A-­‐Score™
is
a
composite
of
Social
Par�cipa�on
other
scales,
each
of
which
measures
A-­‐Score
engagement
in
a
Events
specific
category
Fundraising
#501TechNYC
@SterlingRaphael

50. SOCIAL CRM
View
Scoring
Trend
Over
Time
#501TechNYC
@SterlingRaphael

51. #501TechNYC
@SterlingRaphael

52. Content is King
#501TechNYC
@SterlingRaphael

53. Engage. Causes
#501TechNYC
@SterlingRaphael

54. Engage. Pinterest
#501TechNYC
@SterlingRaphael

55. Engage. Google+
#501TechNYC
@SterlingRaphael

56. Engage. Crowd Contributing
#501TechNYC
@SterlingRaphael

57. Engage. Crowd Contributing
#501TechNYC
@SterlingRaphael

58. The Resources
The Networked Nonprofit
Humanize
NTEN
Avectra.com
Chess Media Group
Google.com/nonprofits
#501TechNYC
@SterlingRaphael

59. Key Take Aways
Social CRM is essential in this New Era of Fundraising
Social CRM represents a 360 View of your Donors
Social CRM Starts with Culture
#501TechNYC
@SterlingRaphael

60. AvectraLabs
#501TechNYC
@SterlingRaphael

61. Thank You!
Let’s Stay Connected!
Facebook.com/SterlingRaphael
Twitter.com/SterlingRaphael
LinkedIn.com/in/SterlingRaphael
SterlingFX
SRaphael@Avectra.com
#501TechNYC
@SterlingRaphael