Non-profits SIG presentation for Chicago AMA CRM Event
•Transferir como PPTX, PDF•
2 gostaram•331 visualizações
Recomendados
Recomendados
Mais conteúdo relacionado
Mais procurados
Mais procurados (20)
Semelhante a Non-profits SIG presentation for Chicago AMA CRM Event
Semelhante a Non-profits SIG presentation for Chicago AMA CRM Event (20)
Mais de Chicago AMA
Mais de Chicago AMA (20)
Último
Último (20)
Non-profits SIG presentation for Chicago AMA CRM Event
- 1. CRM for Nonprofits: It’s Strategy, NOT Software February 19, 2013
- 2. Topics • CRM Roots in Nonprofits – History • Creating a CRM Framework • In Practice - Making CRM Work Case Studies • Discussion and Questions
- 3. CRM Roots in Nonprofits
- 4. CRM Roots in Nonprofits Donor Management
- 5. CRM Roots in Nonprofits Constituent Management
- 6. Creating a CRM Framework 1. Set the Destination 2. Audit and Understand Current Engagement 3. Map the Journey *Source: Gartner – 4/14/10
- 7. In Practice: Alzheimer's Association Mission: To eliminate Alzheimer’s disease through the advancement of research; to provide and enhance care and support for all affected; and to reduce the risk of dementia through the promotion of brain health CRM With a diverse constituency, disparate data, and legacy technology - the challenge Challenge: is in creating, maintaining, and facilitating an experience in alignment with the organization Actions: Clearly defined constituent outcomes; quantitative assumption testing; data and technology strategy/steps supporting outcomes Outcomes: The American Express Project; Subaru ; 360 Data Project; Multi-Channel/Multi – Constituent Engagement
- 8. In Practice: Chicago Symphony Orchestra Mission: To present classical music through the Chicago Symphony Orchestra to Chicago, national and international audiences CRM Foster loyalty and increased commitment in a new way Challenge: Actions: Create unexpected rewards – the “Surprise and Delight” program – which leverages CRM and person-to-person contact Outcomes: Increased renewal rates, very happy patrons, special buzz in Orchestra Hall
- 9. In Practice: Make-A-Wish Illinois Chapter Mission: Granting wishes to children with life-threatening medical conditions to enrich their lives with hope, strength and joy CRM Recognizing that constituents have the capacity and affinity to play multiple roles Challenge: within the organization Actions: Identify current constituent groups and their engagement in order to create new segments groups and segment treatments Outcomes: TBD – early outcomes have shown that groups such as traditional volunteers (high organizational affinity) are open to other engagements
- 10. Discussion & Questions Contact Information Angela Timashenka Geiger Phil Koester Chief Strategy Officer Vice President for Sales and Marketing Alzheimer's Association – National Chicago Symphony Orchestra ageiger@alz.org koesterp@cso.org Richard Geiger Heather Simpson Principal Chief Development Officer Geiger Consulting Group Make-A-Wish Illinois Chapter richardegeiger@gmail.com simpson@wishes.org
Notas do Editor
- The story of the Nordstrom experience – customer relationship management – 1996 customer service guide -
- -NP focused on transactions – management of biographical data, gifts in, and RFM. Donors not managed as individuals managed as segments.
- Transformation to constituent management – multiple outcomes, multiple engagements, attempts to leverage throughout organization – donors, volunteers, advocates, buyers, members, beneficiaries, etc. Measuring total worth to an org – not just to fundraising – paradigm shift – need for new ways to work within organization, agreed to outcomes/measurements – and a common framework that can be applied across many different functional areas.