ST. LOUIS PLANNED GIVING COUNCIL: LEVERAGING PROSPECTING...
Transcript of ST. LOUIS PLANNED GIVING COUNCIL: LEVERAGING PROSPECTING...
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ST. LOUIS PLANNED GIVING COUNCIL:
LEVERAGING PROSPECTING,
DATA, AND ANALYTICSNOVEMBER 6, 2014
Chris Cannon, CFRE, President-Strategic Services
Confidential: Do not copy or distribute without the consent of Zuri Group
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LEVERAGING PROSPECTING, DATA, AND ANALYTICS
Essentials and Innovations in Prospecting
Prospecting often looks better on paper than in practice. Prospecting resources and
strategies change every day. From new sources to new techniques, fundraising shops—and especially planned giving
efforts—need to execute daily tactics while looking out for innovations that will
improve the future. Join this interactive session to see how new tricks with data and analytics, including approaches to
social media resources, are shaping our fundraising futures.
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SURVEY THE AUDIENCE
Organization details
• Type, size, location, mission, etc.
How many have “prospect management”, “…development”, “…analytics”?
• In their title? On their team?
• In their responsibilities?
• How large is the team?
What system(s) do you use?
Where does planned giving reside…
• Major Gifts?
• Chief Development Officer?
• Other?
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EFFECTIVE FUNDRAISING
• Reveals and demonstrates how the prospect’s interests, motivations, life goals, and/or firmly held beliefs are met through the work and vision of the nonprofit.
• If your system doesn’t focus on this overlap, you’ll have less movement.
Your Organization’s
Vision
Your Prospect’s
Values
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WHAT DO WE MEAN BY “PROSPECTING”?
Prospect Development Division of Labor for Your Organization
Responsibility and Focus of Administrator and Arbiter Roles
VP–Major Gifts Role (Arbiter)
Prospect
Management/Research/Analytics
Roles (Administrator)
Prospect Management System Activity
Prospect Tracking Portfolio Management Moves Management
Prospect’s Status in Cycle
Identification Cultivation Solicitation
Analytics
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PROSPECT DEVELOPMENT SYSTEM ESSENTIALS
Core aspects for prospect development system:
Assignment Ratings
Activity Tracking
Solicitation Plans
Activity Solicitation Plan
Completed Planned
Rating(s)
Capacity
Inclination
Planned
Major
Annual
Assignment
These need great data, analysis, and support to be effective
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WHAT IS “ANALYTICS?”
• Analyzing constituencies
• Segmentation and scoring
• Building models to predict constituent behaviors
• Evaluating and forecasting program performance using relevant metrics
Looking Back
• Constituents
• Program
• Results
Looking Forward
• Constituents
• Program
• Potential
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AND, EVERYONE IS DOING IT…
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determines who should
be researched
filterdetermines who should
be seenqualify
determines who should
be cultivated
discover
Predictive modeling
Wealth Screening
Peer review
Surveys
Prospect
research
Rating and
assignment
Gift officer
Student
ambassador
Leadership
annual
Events
ANALYTICS IMPLEMENTATION
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BENEFITS FOR DATA-DRIVEN PROSPECTING
1) Behavior!
2) Risk management (time wasted; time targeted; opportunities missed)
3) Leveraging great research and insightful analytics
4) Managing complex portfolios with simple processes
5) Unified and consistent communication with constituents
6) Prioritization of major and planned gift prospects
7) Keeping on track with cultivation
8) Fresh and valuable data for all programs to leverage
9) Enabling research to support gift officer work
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TRACKING IN THE SYSTEM
Develop the coding structure
• Relationship types
• Classifications and stages
• Cultivation strategies and proposals
• Contacts: types, strategies, and reports
• Prospect research information
• Data, data, data!
Why do we care? Without this, there are no analytics!
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RESEARCH & DATA
Data have become (mostly) a commodity
What’s in your database is yours, but most of the rest is available (for a price)
The commoditization of data has made parts of research a product more than a service
The trend is toward research as a part of management and analytics
A great site with links:
http://staff.lib.msu.edu/harris23/grants/prospect.htm
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DONOR BEHAVIOR
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DONOR MOTIVATION SHOULD MOTIVATE US
• What motivates their giving?
• What’s happening in their lives?
• What is on their horizon?
• Who could best help move the needle? Do we know this?
• Sometimes, donors won’t be moved.
• Great analytics factors in context
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WHAT’S NEXT FOR PROSPECTING (AND IT’S IMPACT ON PLANNED GIVING)
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SOCIAL CRM IS TAKING OVER…ARE YOU READY?
The totality of the data you gather, store, curate, and use to maintain and manage relationships
Enterprise CRM: Focus on internal constituents
Social CRM: Focus on external constituents
Parts, pieces, or the whole party
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ALL OF US HAVE SOME FRAMEWORK…
Database of
Record
2nd Data Set3rd Set
EXTERNAL (Social)
INTERNAL (Enterprise)
The CRM application is the
tool(s) used to gather and
share data, represented by this
yellow line.
4th Set
This one is
the problem
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MOST OF US DON’T YET HAVE…
….data services for leveraging Facebook, Twitter, Instagram, and LinkedIn data
….real-time data models
….workflow engines to push movement through the system
These tools are available, but can/should we get them?
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CONSUMER EXPECTATIONS
More and more like Amazon, Facebook, and your bank
• Training manuals are antiquated
• Training videos on YouTube; testing to gain access
• Tools that help raise money (esp. social media)
• Tools that synch with contact lists and smart devices
Thing #1 Thing #2
1.5 M 1
$300B $600B
$1B $4B
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THE IPHONE PROBLEM
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WHICH LEADS TO…THE HYPE CYCLE
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CAUSING AN EXPECTATION OF….
Greater
Data
Integration
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BECAUSE WE GET IT, WE WANT IT
• Bing/Google function “who is my best prospect for…?” (or better yet “Siri, who is my best prospect for a CGA today?”
• Log-in triggers strategic action/workflow
• Constituents as active here as on Facebook (or via Facebook)
• All CRM tools leveraged by all audiences
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THAT TYPICALLY MEANS WE WANT…
Even
more
experiences
like our
consumer
applications
….“I’d like a leprechaun riding a unicorn to host my 6-year old’s birthday, please. I saw it on “Real Housewives”
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WHICH MEANS WE WILL ALSO NEED…
Increasing security…
which means more investment (our lunch topic)
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HOW TO MANAGE EXPECTATIONS…
(Solving or more of) the iPhone Problem…
• Number of Employees Designing Solutions:
• Google: has more than 10,000 developers!
• Apple: has thousands of developers among its 50K employees in the US (not to mention tens of thousands of app developers not on the payroll)
• Amazon: 3,000 of their 132,000 employees are developers
• Your institution: 1? 2? 3? 4+, if you’re lucky
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SO MAYBE WE SHOULD GO BACK TO…
The basics still apply (behavior, discipline…)
• Accuracy, Speed, Volume
• Balancing the spinning top
• Managing the cycle and expectations
But first let's see what cool things are out there...
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WHAT DATA ARE NEW?
For the most part, there are no new sets of bio-demographic data, outside of social media driven details.
However, a few things, like reverse phone look-ups, are harder.
What’s really new, though, is what we can learn from social media data…
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SOCIAL MEDIA: WHERE IT‘S AT…
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TRACKING YOUR AUDIENCE
Goal to understand:• Engagement Rate• Depth of Interest• Response to different types of content• Patterns in response• Reach and influence
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DATA TO GET DONORS
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AS DATA OPTIONS ARE EXPANDING, SO IS THE TECHNOLOGY TO HANDLE IT.
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Marketing
Community Engagement
SISLMS HMS Fin. Aid SystemDegree AuditGL PayrollMeal Plans HCM
Student Success
The Connected Campus
Recruitment Advancement
ProspectsStudents
Faculty
StaffCorporations
Alumni
• Campaign Plan & Budget • Marketing Automation • Online Ad • Social Listening/Interaction • Content Mgmt • Segmentation • Predictive Analytics
• Online Self-Service • Student Service / Social Customer Service • Call Center • Knowledge Base • Calendar/Events Mgmt • Volunteer/Mentor/Fan Mgmt • Forms/Surveys
• Recruiter Territory Mgmt, Visits and Fairs
• Lead Acquisition & Scoring
• Test Score Integration
• Application & Third-Party App Integration
• Admission
• Document Mgmt
• Admission Decision Mgmt
• Commitment/Deposit Mgmt
• Orientation & Yield Activities
• Financial Aid
• Notifications/Appeals
• Advising
• Course Catalog & Registration
Information
• One Stop Shop/Self-Service
• Enrollment Flags (FERPA, Holds,
Drops, etc.
• Early Assessment/Warning
• Internship, Co-Op, Study Abroad,
Career Services
• Athletics/Student Organizations
• Capital Campaign Mgmt
• Major Gift & Planned Giving
• Annual Fund/Faculty-Staff Campaign
• Corporate & Foundation Relations
• Prospect Wealth Profile
• Alumni and Advisory Boards
• Reunions and Trips
“360 DEGREE” CRM
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APPS AND MIDDLEWARE
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…AND, REPORTING, BUSINESS INTELLIGENCE, AND ANALYSIS TOOLS
HAVE GROWN.
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DATA VISUALIZATION
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DATA VISUALIZATION
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DASHBOARDS THAT WORK
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Permission from and thanks to R. Key at TCU
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METRICS THAT MATTER
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MINING & MODELING OPTIONS
Big dogs jumping into the game…
But we’re not very advanced yet.
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IN-MEMORY TOOLS…THEY SLICE, THEY DICE
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ALL OF THIS IS GREAT, AND LET’S REMEMBER THE FUNDAMENTALS…
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ADOPTION OF INNOVATION IS HARD
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THEREFORE…START FIRST WITH WHETHER YOU’VE OUTGROWN WHAT YOU ALREADY HAVE AND USE
Start with a resource assessment:
1) What data and technology do you have at your deposal for research, management, and analytics
2) Are you fully leveraging what you have:
Are profiles used?
Is data added to database?
Are subscriptions helpful?
3) If so, look at what you can do in-house and with vendors
4) Be disciplined, patient, and realistic
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A PARTING THOUGHT
Test case #1: You get a letter…
Test case #2: You lose your phone…
Prospecting allows data and relationship to symbiotically deepen and simplify…
Data = Relationship
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ANOTHER PARTING THOUGHT APROPOS FOR GIFT PLANNING
Not everything that can be counted counts, and not everything that counts can be counted.
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QUESTIONS & IDEAS?
Contact Information
• Chris [email protected]
@fundraisingops
Blog at Fundraisingoperations.com
Questions?
Next Steps?