SlideShare a Scribd company logo
1 of 128
The 20…or more essential actions
   ALL fundraisers MUST take to
succeed in these challenging times
       Brussels, Friday 9 December 2012

                  Daryl Upsall
                 Chief Executive,
        Daryl Upsall Consulting International
dočekati   радушный прием
Speaker Profile
• 28 years in fundraising
• Based in Madrid
• Raised over 1000 million Euros for Greenpeace and over
  250 million for Spanish NGOs
• Worked in 48 countries
• Runs leading international NGO consultancy and
  recruitment agency
• Co-owner leading Spanish telephone agency, The
  Fundraising Company and Fundraising Contacts call
  centre in Argentina
• Co-owns Face to Face FR companies Fundraising
  Iniciativas and International Fundraising with businesses
  in Italy, Portugal, Brazil, Chile, Mexico, Argentina and
  South Africa
Client List - International HQs
                                                         •   International Cocoa Initiative
•   ActionAid International
                                                         •   International Crisis Group
•   ALSAC/St Jude Hospital
                                                         •   International Deaf Children's Society
•   Age Concern International
                                                         •   International Institute for Strategic Studies
•   Bioversity International
                                                         •   Mama Cash
•   Blackbaud
                                                         •   Merlin
•   Borneo Orangutan Survival Foundation (BOS)
                                                         •   MORI
•   CARE International
                                                         •   MSF Access to Medicines Campaign
•   Charles Darwin Foundation
                                                         •   MarViva
•   Christian Aid
                                                         •   Oak Foundation
•   Christian Blind Mission
                                                         •   Pew Environment Group
•   Christian Children's Fund
                                                         •   Plan International
•   Center for International Forestry Research (CIFOR)
                                                         •   Red Cross (IFRC)
•   Club de Madrid
                                                         •   Red Cross (ICRC)
•   Concern Worldwide
                                                         •   Save the Children International Alliance
•   Covenant House/Casa Allianza
                                                         •   Social Accountability International
•   Deaf Child Worldwide
                                                         •   SOS Kinderdorf International
•   Drugs for Neglected Diseases Initiative (DNDi)
                                                         •   Surfrider Foundation
•   ECPAT
                                                         •   The Antarctica Project
•   European Critical Care Foundation
                                                         •   The Brooke
•   Finn Church Aid
                                                         •   The Climate Group
•   Foodwatch
                                                         •   The Global Fund
•   Foundation Theodora
                                                         •   Transparency International
•   DARA Foundation
                                                         •   UN – Food and Agriculture Organisation
•   Global Reporting Initiative
                                                         •   UNESCO
•   Greenpeace International
                                                         •   UNHCR
•   Habitat for Humanity International
                                                         •   UNICEF
•   HelpAge International
                                                         •   United Bible Society
•   Hole in the Wall Gang Camps
                                                         •   Wetlands International
•   Human Rights Watch
                                                         •   World Association of Girl Guides and Girl Scouts
•   IFAW
                                                         •   World Café - Europe
•   Institute for War and Peace Reporting
                                                         •   WSPA
                                                         •   WWF International
Outline of Session
• Cover some 20 essential actions
  that any successful fundraising
  team MUST undertake if it is to
  achieve long term and
  sustainable growth.

• Provide a practical checklist for
  YOU to be ready to achieve
  professional success in
  fundraising

                            5
The 20 essential actions all fundraisers must take to succeed in these challenging times
Charitable Giving ?
           7
Some simple...but important
              questions
• Who here actually asks donors for
  money personally?
• Who in this room is a monthly donor
  to their charity
• Who is a major donor?
• Who has left a legacy in their will to
  their charity ?
DONATE
If you do not
give how can you
ask others to
give
            9
Action 1


DONATE
If you do not
give how can you
ask others to
give
              10
Action 2
           Do something!

                  • No time for excuses
                  • No time for blaming
                    the crisis
                  • Time for a hard review
                    at your own
                    fundraising
                    performance
                  • Focus on what is
                    important

                  11
....and remember...
we are looking for solutions not
            problems




 the solutions are to be found here!
13
Action 3
UNDERSTAND WHAT
MOTIVATES PEOPLE TO
SUPPORT YOUR WORK
            14
Why do people give to charity?
  What are their intrinsic motivations for
  giving to any charitable cause?

• Most importantly donors are motivated
  by their own experiences and values.
• Maslow’s hierarchy of needs reveals
  many of the reasons that people donate
  fall into the higher categories of
  love/belonging/social needs, esteem
  needs, and self-actualization.


                                15
Top 5 reasons that people generally donate
           to charitable causes

1. Personal Experience
•   Donors will often feel an affinity for a
    cause for a variety reasons related
    to their life experiences.
•   This is most evident in causes that
    relate to health.
•   If someone has been diagnosed at
    some time in his or her life with a
    serious illness, or one of their close
    friends or family members has, they
    are acutely aware of the needs of
    patients
                                               16
Top 5 reasons that people generally donate
               to charitable causes

2. Giving is a good thing to do..
•   Majority of people simply believe in the value of
    giving itself.
•   Some give out of an accepted moral or spiritual
    obligation.
•   Others subconsciously know that it just feels good
    to give
•   Giving is good. It just feels good
•   A recent study looked into people’s brains with
    MRIs while they made decisions to give.
•   Dr. Jorge Moll, the lead researcher on the study,
    said what they saw “strongly supports the
    existence of ‘warm glow’ at a biological level.

                                                         17
Top 5 reasons that people generally donate
               to charitable causes

3. To do something active
   about a problem or issue..
•    Making a donation gives the donor
    personal power over a complex issue
    that is much larger than himself.
•   Making financial donations is also a
    way to take a stand on an issue.
•   Political candidates, lobbying
    organizations and hot button issue
    groups all receive contributions from
    people who are voting with their
    dollars.
                                            18
Top 5 reasons that people generally donate
               to charitable causes

4. Motivated by personal
    recognition and benefits...
    “You appeal to donors’ egos – or to their
    desire to heighten their public image – when
    you offer to recognize their gifts in an open
    and tangible way.” Mal Warwick
•   Many people like to be publicly acknowledged
    for their gifts to charity
•   People donate because you give them
    something tangible in return.
•   Donating allows them to associate with a well
    known person or social set.


                                                    19
Top 5 reasons that people generally donate
               to charitable causes

5. They want to make a difference.
•   People want to make an impact in the lives of an individual person.
•   They would like to see a lasting and tangible change as the result of
    their contribution.
•   Others want to see an immediate impact, e.g. food distributed to
    those who are hungry and other types of emergency aid.
•   Others have a long term vision for a societal change they want to
    see take place.




                                                                     20
The 20 essential actions all fundraisers must take to succeed in these challenging times
Action 4
FOCUS ON YOUR MISSION &
CASE FOR SUPPORT

            22
Let’s start with the case for support
      E.g. An international children’s charity

• You are not asking for
  SOS Children’s Villages
• You are not asking for
  SOS Austria or Venezuela
  etc
• You are not asking for a
  “committed gift”
• You are not asking for a
  “loving home”
The case for support
    You are asking for the
   children and for them
   to have a loving home
...and that is what people
   will give to

 People give to people
The best fundraising is about
     “asking properly”




                    Do you want to
                    help children?
               25
Telling the story
• Its not really the story of the
  founder
• Its not the story of the charity
• Its not the story of the number of
  countries you work in or fact you
  serve thousands of beneficiaries
• It is the difference you make to
  the lives of individual children,
  refugees, people with cancer and
  their story
UNHCR Telling Stories




           27
Telling stories
             The stories can be from any of your stakeholders

•   Beneficiaries
•   Staff and volunteers
•   Celebrities
•   Donors
•   Social services/teachers
•   Other NGOs
•   Etc
Think about your audience for
          fundraising
Help me?      “He was panicking when he
              called. 3am, no sleep, close to the
              edge. After half an hour, he
              yawned, laughed, said ‘thank you’
              and could he phone again if it all
              got too much? We said yes,
              whenever he needed.”

              Chair, 24 hour helpline
What makes a good story?

A good story is:                          Good stories feature:
• simple: it doesn’t try to cover         • a strong character: a person
  too many bases                            at the centre who we care
• short: no more than a minute              about
  long, easy to remember, no              • a turning point: a change or
  script needed                             resolution.
• active: the story is about doing        • Stories are not always
  things                                    serious.
• true: telling a true story is a         • Touches of humour and
  chance to talk honestly about             lightness can show that you
  the organisation                          realise your organisation
• told for a purpose                        has limitations too.
                       Source: Richard Spence from The Change Triad.
5 Ways Nonprofits Can Tell A Better Story

1. Tell The Story Of One

2. Use A Compelling Plot

3. Be Authentic

4. Appeal To Emotion

5. Use Social Networking



               Source: Maryanne Dersch www.501creative.com
SOS children from all over the world say
         “THANK YOU” for YOUR support.



Thank you for the good wishes. I enjoy
school and am in Grade II now. I always
play safe at home. Thank you for your
support. I wish you the best. I love you.

Child from SOS Children's Village Umtata in South
Africa
SOS children from all over the world say
        “THANK YOU” for YOUR support.



I wish for all children who are on
their own to get to live in an SOS
Children's Village so that they,
too, can have a real life like their
friends at school.

Girl from SOS Children's Village
Sarajevo in Bosnia-Herzegovina
Action 5
MAKE DONORS LOVE YOUR
ORGANISATION

           34
Is your NGO a Lovemark yet?




     http://www.lovemarks.com/
Remember only the
customer/donor can
decide Lovemark
status. And they’ll
only do it for brands
that are up there in
the top right, where
the sun always
shines.
Action 6
LEARN FROM STEVE JOBS


            37
How essential are non-profits to donors?

 “…are there many
 non-profit
 organizations out
 there that would be
 similarly mourned as
 Steve Jobs if they
 disappeared
 overnight?”



                        38
How essential are non-profits to donors?

 “Unfortunately, many
 nonprofits wouldn’t be
 missed. They’re
 competent, good, and
 provide life-changing
 services, but they
 have yet to wow their
 donors.”



                          39
How essential are non-profits to donors?
   Here’s what James Read of agency Grizzard thinks Steve Jobs would do if he were
   your CEO:

1. Paint a compelling vision for a better world and offer donors relevant, concrete
   ways they can partner with your organization to make it a reality.
2. Anticipate what your donors want. He would make sure they received timely
   receipts, reports on what their gifts accomplished, and surprise them (in a positive
   way) with all the good that’s getting done.
3. Weave a compelling experience for your donors. Through the stories he told,
   your organization’s website, and every other touch-point, he would pull your donors
   into the excitement and drama of how your organization is changing the world.
4. Make sure that your non-profit delivered amazing value for every dollar your
   donors contribute.




                                             40
Action 7
GET TO KNOW YOUR
DONORS

            41
Who are our supporters typically
 and who could they be in the
           future?




                42
Who are trying to recruit?
           • It’s not the general public
           • Its the professional
             middle class who can
             usually afford to give
           • Remember that 80% of
             your income will come
             from 20% of your donors
Traditional Charity Donors
    Typically in mature                          They..
    fundraising markets

                                  •    Were recruited by direct mail
•   North – European & American
                                  •    Read what they are sent by
•   Middle class
                                       charity, ie newsletters, mail
•   55-75 + years                      appeals
•   Educated                      •    Are loyal donors and trust
•   Professional/retired               charity
•   More women than men           •    Donate by cheque, cash and
•   Indigenous nationals               some via their bank
•   Have a landline telephone     •    Will remember charity in their
•   Live in same home 20+ years        Will (Anglo-Saxon)
•   Have savings/assets
                                  44
Traditional Charity Donors
  Typically in mature               They..
  fundraising markets    • Were recruited by direct
• North – European &       mail
  American               • Read what they are sent
• Middle class             by charity, ie newsletters,
• 55-75 + years            mail appeals
• University educated    • Are loyal donors and trust
• Professional             charity
• More women than men    • Donate by cheque, cash
                           and some via their bank
• Indigenous nationals
                         • Will remember charity in
                           their Will (Anglo-Saxon)
                         45
46
Typical older donor profile
            Thanks to the generosity of the
            late Elmer and Dorothy Eade
            of King City, deserving nursing
            students at Hartnell College
            will be able to pursue their
            dreams of becoming members
            of the nursing profession.
          • Mr. and Mrs. Eade, who died in
            2002 and 2000, respectively,
            established a $600,000
            scholarship endowment that
            will benefit Hartnell nursing
            students.
               47
Changing Donor Demographics
Who is a new 21st Century Donor?
      Typical profile..                They..
•   Anywhere on the planet   • Were recruited by F2F,
•   18-55 years old            telephone, internet, SMS
•   Middle class             • Do NOT read what they
•   Male or female             are sent by charity
•   Educated                 • Are promiscuous donors
                               and don’t fully trust
•   Profesional                charity
•   Wired/connected          • Donate via their bank
•   Move home regularly      • Not thought about their
•   Communicate via mobile     will
•   In debt
                             49
Who is a new 21st Century Donor?
      Typical profile..                They..
•   Anywhere on the planet   • Were recruited by F2F,
•   18-55 years old            telephone, internet, SMS
•   Middle class             • Do NOT read what they
•   Male or female             are sent by charity
•   Educated                 • Are promiscuous donors
                               and don’t fully trust
•   Profesional                charity
•   Wired/connected          • Donate via their bank
•   Move home regularly      • Not thought about their
•   Communicate via mobile     will
•   In debt
                             50
What demographic of donor is this
  department hoping to reach?
Younger people?    Older adults?
18-25 years old.   56-70 years old

Younger adults?    Elderly?
26-35 years old    70-90 years old

Middle aged?
36 -55 years old


                   51
What fundraising communication may need
     speak to a different demographic?
Younger people                Older adults
• SMS/text                    • Child sponsorship appeals and
• Email newsletters/appeals     reports
• Emergency appeals           • Direct mail
Younger adults                • Printed newsletter
• As above                    • Annual reports
• Face to face showcards &    • Legacy materials
  welcome packs               Elderly
• Loving Home                 • As above
Middle aged?                  • Legacy newsletter
• Face to face FR materials
                              • Short printed newsletter
• Child sponsorship
                                and annual report
                               52
Legacies – the donors last gift
Demographics…what do you think?




                54
Demographics…what do you think?




                55
Action 8
GO FROM BEING A GOOD TO
GREAT FUNDRAISER

            56
Be a fundraising professional –
         study, learn, research
         YOU MUST!
• Attend conferences like this...and others
• Read the keys books, magazines
• Visit webs such as SOFII to great case studies www.sofii.org




                                57
Be a fundraising professional –
             study, learn, research
•   Check fundraising blogs
•   Join fundraising Linkedin groups
•   Follow cutting edge debates - The Agitator www.theagitator.net
•   Look outside your organisation and this market




     After 28 years in fundraising I am still realising how much I still need to learn
                                             58
http://www.101fundraising.org




               59
http://www.fondsenwerving.nl/




               60
Linkedin
Vakblad Fondsenwerving (500+)




               61
More information here
                  Recommended reading:
Tiny Essentials of Monthly Committed Giving - Harvey
McKinnon
Relationship Fundraising – Ken Burnett
Friends for Life – Ken Burnett
Asking Properly – George Smith
           www.whitelionpress.com

    The Showcase of Fundraising Innovation
    and Inspiration www.sofii.org

    The Agitator - packed with nonprofit fundraising and
    marketing strategies, trends and tips
    http://www.theagitator.net
Learn from the “gurus”




Book early for 2012...see Ilja for more details
Learn the best practice




After 28 years in fundraising I am still realising how much I still need to learn


                                        64
Action 9
ANALYSE AND PRIORITISE


             65
Know where you are...research and
             focus
     Internally       Externally




                                   66
Know your KPIs – what to measure
 and why and what to do about it!
Do you reality know you average
      gift...and the rest?
                          Change
  Average    Average                  Attrition
                              in                  Upgrade
   gift of    gift of                     at
                         average                     d
   your        your                   different
                             gift                 average
    sign     fulfilled                   gift
                         following                  gift?
   ups?      donors?                  levels?
                         attrition?


       What about:
       • “Lifetime value
       • Recency, frequency value
       • Who your most valuable donors are
       • Which demographic group gives the most
       • The impacts of your action on attrition
Focus on where you make money
  now...and more in the future
                 • Who knows what
                   this is?

                 • Who uses it?

                 • Who uses it
                   regularly?



                                  70
Focus on where you make money
  now...and more in the future

               • Invest in cash
                 cows...heavily whilst
                 the ROI is right for you
               • Invest in developing
                 rising stars
               • Deal with the problem
                 child
               • Close down the dead
                 dog
                                    71
Focus where the REAL long term
   and sustainable money is
Make sure you know your
   fundraising product cycle

               Product Life Cycle plus Boston Matrix



                          Cash
                          cow                 Problem
                                               Child
                                                         Direct Mail/events
SMS/web/
social media        Face to Face/
                    Telephone            DRTV/Events
     Rising
      Star                                              Dead
                                                        Dog




                                    73
Analyse and Prioritise
      • Do proper data analysis
      • Focus on the “cash cows”
      • This means monthly giving
      • Kill the truly underperforming
        programmes”
      • Focus on your donors and
        your relationship with them
      • Invest where it counts,
        where its working - do not
        start cutting budgets

             74
Just focus on the “cash cow” and a
        few of the tools .....
Committed giving -
     socios
•   Telephone fundraising
•   New media
•   SMS - Texting
•   DRTV/ DR Radio
•   Face to Face

......but most importantly the integrated use of the above
Why focus on committed donors?
• It has a high return on investment
• It creates your “most valuable
  donors”
• It’s predictable so you plan your
  programme into the future
• It builds long-term, sustainable
  income you can build upon
Why focus on committed donors?

• You can focus on the donor
  relationship and building the lifetime
  relationship on and create “friends
  for life”
• It provides the opportunity to cross-
  sell other products
Key elements of successful
     committed giving programmes
•   People focused
•   Human stories and pictures
•   Based on “real experiences”
•   Brings the donor closer to the cause
•   Language and tone more natural
•   Tangible, transparent, authentic, urgent
•   Gives supporters and their family something to
    do for the programme
Key elements of successful
     monthly giving programmes
• Is priced right for the market
• Easy to join
• Works on multi-channels
• Has an appropriate premium that adds to the
  cause and reminds donors of their reason for
  supporting
• Has a clear and appropriately priced “shopping
  list”
• Makes a clear link between the lives of the donor
  and the cause
Key elements of successful
   committed giving programmes
• They answer the donor’s often unspoken
  question, ‘What’s in it for me?’
• Very personalised in its communication
• Very clear what the product does and the costs
• Has a clear rationale for why a monthly gift is
  important
• Are engaging, tangible, easily affordable and
  provide ongoing feedback of a high quality
• Has excellent donor relationship management
Action 10
INTEGRATE YOUR
FUNDRAISING PROGRAMME

            81
Integration of Fundraising

• Back-end Organisational Integration: Tracking
  all donors and constituents, and developing
  communications, fundraising, and CRM
  strategies to hold and upgrade them.

• Channel Integration: Using, for example, mail to
  drive web transactions, convert web donors via
  postal mail, internet to telephones, email to lift
  postal mail response rates etc
Breakdown Silos
            PRODUCT LED                            SEMI INTEGRATED                      FULLY INTEGRATED
                                                                                        SUPPORTER LED
Direct Marketing Programme                                                                             DM products
                        Volunteer Programme
                                                                                                       Event products
                                                  All Fundraising      Campaigns
      Event Programme   Campaigns Programme
                                                   Programmes          Programme       All charity     Volunteer products

                                                                                       supporters      Personal pledge
               Customer Service
                                                                    Customer
                                                                                                       Campaign products
                                                                     Service

                                                                                                       Service experience
  •    Multiple databases held by
       different parts of the                 •   One database for all             •      One database and
       organisation                               fundraising support                     management strategy for
                                              •   Varying levels of                       all supporters
  •    No holistic overviews or
       management of supporter                    collaboration with different     •      Full understanding of
       relationships                              departments                             value of multiple
                                              •   Better understanding of                 relationships
  •    Limited cross sell or multiple
       engagement                                 value of engagement and          •      Service focused on
                                                  multiple relationships                  building value
Integration…                                  SOS Spain
                                              10:1 ROI,
Web > phone                                   pop-up to Bread
                                                   Daily
                                              committed gift
                                                   $12,000
Press > web                                   phone call one
                                                   CAD
                                                  local press
Press > SMS >phone                            Shelter
                                                  mention
                                                    Email


                                    @
                                              30% conversion
                                                    reminders
Email > DM                                    SMS data capture
                                                    8 -10% uplift
                                              to monthly gift
                                                    70%
F2F > web                                      Landmines
                                      email         response
                                               <break even
                                                    Gift Aid
Web/email >                                    by 2 GP Brazil
                                                    months
                                               events
                                                    42%
phone or mail                                  website
                                                    upgrade
                                                    online then
                Daryl Upsall Consulting             phone + DM
                International SL
Back End – Organisational Integration
      Focus on maximising the value of supporters



     Redefine                             Encourage
  Supporter Value                          multiple
                                         engagements




                                           Create a
  Breakdown Silos
                                          Fundraising
     ‘Integrate’
                                         culture within
                                            Service
Integrated Back End – USA Red Cross Fundraising for Tsunami
                                                            Management Action Response to Tsunami/Earthquake AP2695
                                                                                                                                                                                                                                    Orientation
                                                                            Greg Johnson                                                                                             Nancy Ajello                                       and
                                            SLA REDM                                                                                                                              Backup John Bowers
                                            Workspaces               Manager Process Improvement                                                                                                                                     Training
                                                                             Overarching                                                                                            Query Training
                                                                                                                           Carol Ossi
                                                                                                                   Business Systems Manager                                                                                           Electronic
                                                                            Christine Jones                                                                                    Helen Gianviti
                                           SLA Spherion                                                              Development Systems                                                                                              Access to
                                                                     Matching Gift Process Improve                                                                            Training Support
                                            Temp Staff                                                                                                             Network logon and RE7 Access Control                              Confidential
                                                                          Benchmarking/ROI
                                                                                                                                                                                                                                       Records
                                                                                                                                                                             Greg Yankou
                                     Gerald Bolden                   Geri Adams                                                                                              Enhance QueryTool
                                     Admin Support                  Admin Support                                                                                   Monitor and Enhance IMO/IHO Gizmo
                                        (Temp)                                              Benchmark
                                                                       (Temp)                  ROI                                            Matching Gift Process Improvement


                                           Access                                                                                                                                                                                                    Responds to SSC
                                                                       Reni Cole                      Gehan Babikir                                                                                                  Eric Bradshaw                    Requests Re:
                                           Secure                 Secure Vital Records                    Statistical                               John Bowers                          Production
                                                                                                                                                                                        Coordination
                                                                                                                                                                                                                    Assistant Manager                DMP Missing Gifts
                                           Storage                  Sign Out (Temp)                Import Error Correction                       Production Analyst
                                                                                                                                                                                                                    Business Systems                   and problem
                                                                                                                                                                                                                                                         batches
                                                                                                                                                                           Initial Review
 Donneaka Winford             Emily Rowland                    Keona Briscoe                Daily
                                                                                                                                                                          Global Changes
   Vital Records              Vital Records                    Vital Records             Feedback                       Michelle Jackson                                                                                                      Matching Gifts

      (Temp)                     (Temp)                           (Temp)                                             Supervisor Data Integrity                             Final Review
                                                                                          on Staff
                                                                                                                                                                          Release to SSC
                                                                                         Production
                                                                                                                                                                                                                                    Jennifer Porter                    Ana Portillo
                                                                                                                                                                                                                                    Gift Fulfillment                  Gift Fulfillment
                                                                                                                                                                                                                                 Matching Gift Support             Matching Gift Support

                                                                                                                                                                         Melrose King                                                 Kim Davis
     Donna McKenzie                  Portland Cunningham                  Pam Cheers
                                                                                                                                                                    Supervisor Data Entry                                           Gift Fulfillment                      Marco Spruill
    Daily Early Shift LL1                 Regular Shift                Daily Late Shift LL1
                                                                                                                                                                        Bank One, Wire                                           Matching Gift Support                    Matching Gift
   Supervisor 7am - 11am            Supervisor 11am - 3pm             Supervisor 3pm - 9pm
                                                                                                                                                                 Printing, Coding, Data Entry                                                                            Process Support
                                                                                                                                                                                                                                  Matching Gift SWL1-105
                              DMP QC Floor Supervisory Team                                                                                                                                                                       Work Spaces SWL1-106
                                                                                                                                                                                                                                                SWL1-107


 Young, Cheryl                Wilson, Ebenezer                                                                               Darchelle Garnett
                                                                Snodgrass, CarrieLynn         Baker, Georgina                                                            Wendy Lowe                      Preston, Dorothy                     Melinda Warner                 Ashley Barnard
   Post QC                     Regular Shift 8:30am - 5pm                                                                         7am - 3pm
 Regular Shift 8:30am - 5pm
                                                                       7am - 3pm                   3pm - 9pm                                                              9am - 5pm                           Batch Entry
                              Douglas, Dante                                                                                  Keith Osborne                          IMO/IHO; PostQC Dmp                      Regular Shift

Walker, Charlene                                                    Bare, Keith               Francis Basoah
                               Regular Shift 8:30am - 5pm
                                                                       7am - 3pm                   3pm - 9pm
                                                                                                                                  7am - 3pm                                                                                                    Bonnie Brown                    Nida Munir
    Post QC                                                                                                                                                                Pam Cheers                    Richard Boateng
 Regular Shift 8:30am - 5pm
                                                                 Hawkins, Diane                Eva Foushee                   Ayesha Henderson                                                                 Batch Entry
                                Brown, Kevin                                                                                                                               Noon - 3pm
                                                                                                                                  7am - 3pm                                                                    Regular Shift
LaTaunya Cannon                Regular Shift 8:30am - 5pm              7am - 3pm                   3pm - 9pm                                                               FRN-OCRA
    Post QC                                                                                                                                                                                                                                    Tanika Sewell                  Chris Sutton
        Noon - 9pm
                              Adade, Kwadwo                      Stilley, Stefanie             Michele Diggs                   Andrea Lyles                                                                Long, Aaron
                                                                       7am - 3pm                   3pm - 9pm
                                                                                                                                  7am - 3pm                             Donna McKenzie                   Pledge/Proposal Entry
                               Regular Shift 8:30am - 5pm
                                                                                                                                                                          11am - 3pm                         Regular Shift
 Regular Shift 8:30am - 5pm                                       Sorrell, Andre              JerJuan Hamilton                 Nancy Jones                                   BOG                                                              Lanre Folayan                   Gwen Jones
                               Kiesha Mobley                                                                                      3pm - 9pm
   Eden, Ihsan                                                         7am - 3pm                   3pm - 9pm                                                                                              Cole, Kathryn
                               Regular Shift 8:30am - 5pm                                                                                                                                                     Batch Entry
 Regular Shift 8:30am - 5pm
                                                                Seferash, Asfa-Wossen           Kiante Roach                 Margaret Kheiry                           P. Cunningham                           Regular Shift
Demirea Coreley                Odetta Jordan                                                                                      3pm - 9pm                                                                                                       Tiffany Lyles
                                                                       7am - 3pm                     3pm - 9pm                                                      9am-11am and 3pm-5pm
 Regular Shift 8:30am - 5pm    Regular Shift 8:30am - 5pm                                                                                                                                               Zimmerman, Darnell
                                                                  Judy Marshall               Jeremiah Mitoko                   Julius Adoo                                                                   Batch Entry
Edward Blackmore                                                       7am - 3pm                     3pm - 9pm
                                                                                                                                  TBD                                                                          Regular Shift

 Regular Shift 8:30am - 5pm   Regular Shift 8:30am - 5pm
                                                                  Cynthia Mason                Portia Frazier                 Woody Ikhido
                                                                       7am - 3pm                   3pm - 9pm                      TBD

 Regular Shift 8:30am - 5pm   Regular Shift 8:30am - 5pm
Action 11
GET THE BACK OFFICE RIGHT


             87
Getting the back office and systems
         right...it isn’t easy
Recommendations
• Update databases regularly,
  establishing a frequent
  contact programme (2 to 3
  times per year), preferably
  “spoken”…
• Dynamize welcome letters
  by including relevant and
  updated information i.e.
  adding a PD and speaking
  about an ongoing action or
  project (i.e., Haiti/Chile).

                           89
PROCESS OVERVIEW - FORMS QUALITY

                                                    FUNDRAISER - FORMS

PCODE = Problem code



                                           FISL – DATA ENTRY

               OK                                                “PCODES” ON DATA ENTRY



CALL CENTRE (FRC) – WELCOME CALL                          CALL CENTRE (FRC) – RESOLUTION OF
                                             OK                “PCODES” ON DATA ENTRY

 OK

                                    FISL TEAMS – MEMBERSHIP,
NPO – NEW                        ATTRITION, “PCODES” AFTER CALL
                            OK




 MONTHLY
 DONORS
                                        SOLVED “PCODES”

                                                    FISL TEAMS – “PCODES” ON DATA ENTRY
                                   OK
Speed up your processes with new donors
      F2F recruited donors in Spain
                            Acquisition                   Week 1


 Before                     Reception of                  Week 2
                           forms at office


                           Data entry and
                             validation
                                                          Week 2 and 3


          Letter mailing
                             Mailing of      Mailing of   Week 4
                           members’ data      invoice



                                 Welcome                  Week 5


                                Sending of
                                changes in                Week 6
                                 Welcome
                                  91
Speed up your processes with new donors
      F2F recruited donors in Spain
                                                     Week 1
                       Acquisition
 Now
                                                     Week 2
                       Reception of
                      forms at office

                                                     Week 3
                       Data entry,
                      validation and
                        Welcome
                                                     Week 3
                        Mailing of      Mailing of
     Letter mailing
                      members’ data      invoice


                                92
Banking and thanking
Action 12
INNOVATE...OR DIE !


              94
“Business as usual” is not good enough for
               fundraisers
                • The world is changing fast
                • Economic uncertainty
                • Donor expectations are higher
                • More competition for donors
                  attention
                • More organisations fundraising
                • “Old” fundraising techniques
                  bringing diminishing returns


                                         95
96
Do you need to innovate?
• All fundraising involves
  risk…but calculated
• No prefect fundraising
  formula lasts for ever
• Donors way of giving is
  changing
• What worked with one
  generation may not with the
  next
• You cannot afford to be left
  behind

                          97
The market is changing in Belgium
• Schools, universities, museum,
  theatres, hospitals, cultural
  institutions are NOW entering
  fundraising
• Growing number of private
  initiatives of engaged citizens
  setting up their own charities
• Small private development aid
  initiatives now raising as much as
  traditional development aid
  NGOs
                           98
Time to face up to the challenges of the
                Belgian market
• Significant government budget cuts to
  charities that rely on such funding
• Relative lack of hard data on giving and
  the Belgian fundraising market…but
  could be stagnating
• Fundraising not well internally integrated
  and respected within NGOs
• Lack of willingness in NGOs to invest in
  training/education of fundraisers
• Pubic acceptance of overhead costs and
  fundraising costs??

                                  99
Time for fresh thinking

            • When was the last time
              you truly came up with a
              new approach to
              fundraising?
            • When did you look at you
              fundraising department
              and then start with a
              blank sheet of paper?
            • Have you ever zero
              budgeted?

            100
Track and adapt corporate trends and innovation
Integrate and Innovate!

  “It is not the strongest
  of the species that
  survives, nor the most
  intelligent, but the one
  most responsive to
  change.”
  Charles Darwin




                          102
102
KISS....a word of warning


   NASA
   and
   the pen


             Daryl Upsall Consulting
             International SL
Action 13
EMBRACE-EXPLOIT NEW &
SOCIAL MEDIA

            104
Embrace New media
Use new media to generate leads
 to convert to committed donors




                106
Embrace Social media




          107
Do you still feel like this?
Putting it all together
Actions 14 – 26...
CELEBRATE THE QUALITIES
OF GREAT FUNDRAISING

                     110
Vision


         Visión
Optimism


     Optimismo
Ambition


     Ambición
Passion


     Pasión
Cooperation




         Cooperación
Innovation




             Innovación
Investment

             $37 billion



        Inversión
Information




         Información
Integration




         Integración
Combination



          +
         Combinación
Courage
    Daryl




            S
            E
            A
                121
                      Corage
Humour



         Humor
           122
Any Questions ?
“The only thing we have to fear is
            fear itself”




  Franklin D. Roosevelt, Inaugural Address, March 4, 1933,
Go raise money…or
even more money!




 Your causes need it!
Gracias    merci



          grazie mille



                         126
Daryl Upsall Consulting International SL
         Tel: + 34 91 829 0772
       Calle Caleruega 79, Plta 7
             28033 Madrid
        info@darylupsall.com
        www.darylupsall.com




                     127
128
Lunch!

More Related Content

Viewers also liked (6)

The road ahead
The road aheadThe road ahead
The road ahead
 
Creating a sustainable funding plan that works
Creating a sustainable funding plan that worksCreating a sustainable funding plan that works
Creating a sustainable funding plan that works
 
Finding the funding we dream of
Finding the funding we dream ofFinding the funding we dream of
Finding the funding we dream of
 
Sustainable Fundraising Practices
Sustainable Fundraising Practices Sustainable Fundraising Practices
Sustainable Fundraising Practices
 
Brexit: Implications for the voluntary sector
Brexit: Implications for the voluntary sectorBrexit: Implications for the voluntary sector
Brexit: Implications for the voluntary sector
 
How to become a fundraising organisation not an organisation that fundraises
How to become a fundraising organisation not an organisation that fundraisesHow to become a fundraising organisation not an organisation that fundraises
How to become a fundraising organisation not an organisation that fundraises
 

Similar to The 20 essential actions all fundraisers must take to succeed in these challenging times

Integrating face to face and telephone fundraising to build donor loyalty and...
Integrating face to face and telephone fundraising to build donor loyalty and...Integrating face to face and telephone fundraising to build donor loyalty and...
Integrating face to face and telephone fundraising to build donor loyalty and...Bisnode Belgium
 
State of core_Karen LeBan_10.14.11
State of core_Karen LeBan_10.14.11State of core_Karen LeBan_10.14.11
State of core_Karen LeBan_10.14.11CORE Group
 
Launch compiled slides
Launch compiled slidesLaunch compiled slides
Launch compiled slidesTeamMed
 
Humber College Fundraising Management grad school leads to a great career
Humber College Fundraising Management grad school leads to a great careerHumber College Fundraising Management grad school leads to a great career
Humber College Fundraising Management grad school leads to a great careerKen Wyman
 
Fundraising Management grad school at Humber College leads to a great career
Fundraising Management grad school at Humber College leads to a great careerFundraising Management grad school at Humber College leads to a great career
Fundraising Management grad school at Humber College leads to a great careerKen Wyman
 
PCRF UAE-Chapter, End of 2012
PCRF UAE-Chapter, End of 2012PCRF UAE-Chapter, End of 2012
PCRF UAE-Chapter, End of 2012PCRF-UAE-Chapter
 
Indian River County VOAD
Indian River County VOADIndian River County VOAD
Indian River County VOADPaulSeldes
 
Coping and Caring With Alzheimer's Disease and Dementia: Your Action Group In...
Coping and Caring With Alzheimer's Disease and Dementia: Your Action Group In...Coping and Caring With Alzheimer's Disease and Dementia: Your Action Group In...
Coping and Caring With Alzheimer's Disease and Dementia: Your Action Group In...Rotary International
 
Team 3 (save the children)
Team 3 (save the children)Team 3 (save the children)
Team 3 (save the children)EdwinTan89
 
2010 Convention Presentation 71410 Final
2010 Convention Presentation 71410 Final2010 Convention Presentation 71410 Final
2010 Convention Presentation 71410 Finalspenney
 
A Billion Bootstraps
A Billion BootstrapsA Billion Bootstraps
A Billion BootstrapsJessMarkwood
 
Rotary Presentation by Diego Carillo
Rotary Presentation by Diego CarilloRotary Presentation by Diego Carillo
Rotary Presentation by Diego CarilloIoanid Nagy-Vizitiu
 
Parents of Infants and Children with Kernicterus Power of Partnership present...
Parents of Infants and Children with Kernicterus Power of Partnership present...Parents of Infants and Children with Kernicterus Power of Partnership present...
Parents of Infants and Children with Kernicterus Power of Partnership present...Kris Schulze
 
Le ban state_of_core_9-2010
Le ban state_of_core_9-2010Le ban state_of_core_9-2010
Le ban state_of_core_9-2010CORE Group
 
Solving the World's Problems
Solving the World's ProblemsSolving the World's Problems
Solving the World's ProblemsHeather Vescent
 

Similar to The 20 essential actions all fundraisers must take to succeed in these challenging times (20)

Integrating face to face and telephone fundraising to build donor loyalty and...
Integrating face to face and telephone fundraising to build donor loyalty and...Integrating face to face and telephone fundraising to build donor loyalty and...
Integrating face to face and telephone fundraising to build donor loyalty and...
 
Case For Support
Case For SupportCase For Support
Case For Support
 
Case for Support
Case for SupportCase for Support
Case for Support
 
State of core_Karen LeBan_10.14.11
State of core_Karen LeBan_10.14.11State of core_Karen LeBan_10.14.11
State of core_Karen LeBan_10.14.11
 
Launch compiled slides
Launch compiled slidesLaunch compiled slides
Launch compiled slides
 
Humber College Fundraising Management grad school leads to a great career
Humber College Fundraising Management grad school leads to a great careerHumber College Fundraising Management grad school leads to a great career
Humber College Fundraising Management grad school leads to a great career
 
Fundraising Management grad school at Humber College leads to a great career
Fundraising Management grad school at Humber College leads to a great careerFundraising Management grad school at Humber College leads to a great career
Fundraising Management grad school at Humber College leads to a great career
 
PCRF UAE-Chapter, End of 2012
PCRF UAE-Chapter, End of 2012PCRF UAE-Chapter, End of 2012
PCRF UAE-Chapter, End of 2012
 
Pcrf fall2011
Pcrf fall2011Pcrf fall2011
Pcrf fall2011
 
Indian River County VOAD
Indian River County VOADIndian River County VOAD
Indian River County VOAD
 
Coping and Caring With Alzheimer's Disease and Dementia: Your Action Group In...
Coping and Caring With Alzheimer's Disease and Dementia: Your Action Group In...Coping and Caring With Alzheimer's Disease and Dementia: Your Action Group In...
Coping and Caring With Alzheimer's Disease and Dementia: Your Action Group In...
 
Team 3 (save the children)
Team 3 (save the children)Team 3 (save the children)
Team 3 (save the children)
 
2010 Convention Presentation 71410 Final
2010 Convention Presentation 71410 Final2010 Convention Presentation 71410 Final
2010 Convention Presentation 71410 Final
 
A Billion Bootstraps
A Billion BootstrapsA Billion Bootstraps
A Billion Bootstraps
 
Rotary Presentation by Diego Carillo
Rotary Presentation by Diego CarilloRotary Presentation by Diego Carillo
Rotary Presentation by Diego Carillo
 
Be Virtual but Be Visible
Be Virtual but Be VisibleBe Virtual but Be Visible
Be Virtual but Be Visible
 
Parents of Infants and Children with Kernicterus Power of Partnership present...
Parents of Infants and Children with Kernicterus Power of Partnership present...Parents of Infants and Children with Kernicterus Power of Partnership present...
Parents of Infants and Children with Kernicterus Power of Partnership present...
 
Le ban state_of_core_9-2010
Le ban state_of_core_9-2010Le ban state_of_core_9-2010
Le ban state_of_core_9-2010
 
Solving the World's Problems
Solving the World's ProblemsSolving the World's Problems
Solving the World's Problems
 
UNICEF
UNICEFUNICEF
UNICEF
 

More from Bisnode Belgium

Social Marketing ROI - bullshit & reality
Social Marketing ROI - bullshit & realitySocial Marketing ROI - bullshit & reality
Social Marketing ROI - bullshit & realityBisnode Belgium
 
Is there still room for innovation in email marketing?
Is there still room for innovation in email marketing? Is there still room for innovation in email marketing?
Is there still room for innovation in email marketing? Bisnode Belgium
 
Customer profiling and qualification based on external data
Customer profiling and qualification based on external dataCustomer profiling and qualification based on external data
Customer profiling and qualification based on external dataBisnode Belgium
 
Retail Marketing in times of turbulence 2015
Retail Marketing in times of turbulence 2015Retail Marketing in times of turbulence 2015
Retail Marketing in times of turbulence 2015Bisnode Belgium
 
Email marketing is not dead
Email marketing is not deadEmail marketing is not dead
Email marketing is not deadBisnode Belgium
 
3 trends: how to adapt your organisation in a changing world?
3 trends: how to adapt your organisation in a changing world?3 trends: how to adapt your organisation in a changing world?
3 trends: how to adapt your organisation in a changing world?Bisnode Belgium
 
SOCIAL CRM How to stop playing and link social media to ROI
SOCIAL CRMHow to stop playing and link social media to ROISOCIAL CRMHow to stop playing and link social media to ROI
SOCIAL CRM How to stop playing and link social media to ROIBisnode Belgium
 
Fundraising day 14 05 2013 bisnode data driven fundraising_isabel baert
Fundraising day 14 05 2013 bisnode data driven fundraising_isabel baertFundraising day 14 05 2013 bisnode data driven fundraising_isabel baert
Fundraising day 14 05 2013 bisnode data driven fundraising_isabel baertBisnode Belgium
 
Email marketing forum april 2013 (2)
Email marketing forum   april 2013 (2)Email marketing forum   april 2013 (2)
Email marketing forum april 2013 (2)Bisnode Belgium
 
Philippe Arnauts from Bisnode on Social CRM - Social Media Academy 7 March 2013
Philippe Arnauts from Bisnode on Social CRM - Social Media Academy 7 March 2013Philippe Arnauts from Bisnode on Social CRM - Social Media Academy 7 March 2013
Philippe Arnauts from Bisnode on Social CRM - Social Media Academy 7 March 2013Bisnode Belgium
 
2013 02 18 concentra (weg)wijs in data
2013 02 18 concentra (weg)wijs in data2013 02 18 concentra (weg)wijs in data
2013 02 18 concentra (weg)wijs in dataBisnode Belgium
 
Presentation demo ecouponing by WDM Belgium
Presentation demo ecouponing by WDM BelgiumPresentation demo ecouponing by WDM Belgium
Presentation demo ecouponing by WDM BelgiumBisnode Belgium
 
Fundraising seminar 14 12 2012 intro wdm v2
Fundraising seminar 14 12 2012 intro wdm v2Fundraising seminar 14 12 2012 intro wdm v2
Fundraising seminar 14 12 2012 intro wdm v2Bisnode Belgium
 
Unlock the true potential of customer intelligence final
Unlock the true potential of customer intelligence finalUnlock the true potential of customer intelligence final
Unlock the true potential of customer intelligence finalBisnode Belgium
 
Marketing Day 2012 - Nadine Lino
Marketing Day 2012 - Nadine LinoMarketing Day 2012 - Nadine Lino
Marketing Day 2012 - Nadine LinoBisnode Belgium
 
Marketing day 2012: Transactional mail as part of your Media Banquet… it wor...
Marketing day 2012:  Transactional mail as part of your Media Banquet… it wor...Marketing day 2012:  Transactional mail as part of your Media Banquet… it wor...
Marketing day 2012: Transactional mail as part of your Media Banquet… it wor...Bisnode Belgium
 
Marketing Day 2012 : Les seniors et les médias – Christophe Urvoy-Isaac & Cyr...
Marketing Day 2012 : Les seniors et les médias – Christophe Urvoy-Isaac & Cyr...Marketing Day 2012 : Les seniors et les médias – Christophe Urvoy-Isaac & Cyr...
Marketing Day 2012 : Les seniors et les médias – Christophe Urvoy-Isaac & Cyr...Bisnode Belgium
 
Marketing day 2012: l'histoire d'un panda qui se muscle - Serge Schmitz
Marketing day 2012: l'histoire d'un panda qui se muscle - Serge SchmitzMarketing day 2012: l'histoire d'un panda qui se muscle - Serge Schmitz
Marketing day 2012: l'histoire d'un panda qui se muscle - Serge SchmitzBisnode Belgium
 

More from Bisnode Belgium (20)

Social Marketing ROI - bullshit & reality
Social Marketing ROI - bullshit & realitySocial Marketing ROI - bullshit & reality
Social Marketing ROI - bullshit & reality
 
Is there still room for innovation in email marketing?
Is there still room for innovation in email marketing? Is there still room for innovation in email marketing?
Is there still room for innovation in email marketing?
 
Customer profiling and qualification based on external data
Customer profiling and qualification based on external dataCustomer profiling and qualification based on external data
Customer profiling and qualification based on external data
 
Retail Marketing in times of turbulence 2015
Retail Marketing in times of turbulence 2015Retail Marketing in times of turbulence 2015
Retail Marketing in times of turbulence 2015
 
Email marketing is not dead
Email marketing is not deadEmail marketing is not dead
Email marketing is not dead
 
3 trends: how to adapt your organisation in a changing world?
3 trends: how to adapt your organisation in a changing world?3 trends: how to adapt your organisation in a changing world?
3 trends: how to adapt your organisation in a changing world?
 
SOCIAL CRM How to stop playing and link social media to ROI
SOCIAL CRMHow to stop playing and link social media to ROISOCIAL CRMHow to stop playing and link social media to ROI
SOCIAL CRM How to stop playing and link social media to ROI
 
Fundraising day 14 05 2013 bisnode data driven fundraising_isabel baert
Fundraising day 14 05 2013 bisnode data driven fundraising_isabel baertFundraising day 14 05 2013 bisnode data driven fundraising_isabel baert
Fundraising day 14 05 2013 bisnode data driven fundraising_isabel baert
 
Email marketing forum april 2013 (2)
Email marketing forum   april 2013 (2)Email marketing forum   april 2013 (2)
Email marketing forum april 2013 (2)
 
Carpe dm 20130320
Carpe dm 20130320  Carpe dm 20130320
Carpe dm 20130320
 
Philippe Arnauts from Bisnode on Social CRM - Social Media Academy 7 March 2013
Philippe Arnauts from Bisnode on Social CRM - Social Media Academy 7 March 2013Philippe Arnauts from Bisnode on Social CRM - Social Media Academy 7 March 2013
Philippe Arnauts from Bisnode on Social CRM - Social Media Academy 7 March 2013
 
2013 02 18 concentra (weg)wijs in data
2013 02 18 concentra (weg)wijs in data2013 02 18 concentra (weg)wijs in data
2013 02 18 concentra (weg)wijs in data
 
Presentation demo ecouponing by WDM Belgium
Presentation demo ecouponing by WDM BelgiumPresentation demo ecouponing by WDM Belgium
Presentation demo ecouponing by WDM Belgium
 
Fundraising seminar 14 12 2012 intro wdm v2
Fundraising seminar 14 12 2012 intro wdm v2Fundraising seminar 14 12 2012 intro wdm v2
Fundraising seminar 14 12 2012 intro wdm v2
 
Unlock the true potential of customer intelligence final
Unlock the true potential of customer intelligence finalUnlock the true potential of customer intelligence final
Unlock the true potential of customer intelligence final
 
Email metrics
Email metricsEmail metrics
Email metrics
 
Marketing Day 2012 - Nadine Lino
Marketing Day 2012 - Nadine LinoMarketing Day 2012 - Nadine Lino
Marketing Day 2012 - Nadine Lino
 
Marketing day 2012: Transactional mail as part of your Media Banquet… it wor...
Marketing day 2012:  Transactional mail as part of your Media Banquet… it wor...Marketing day 2012:  Transactional mail as part of your Media Banquet… it wor...
Marketing day 2012: Transactional mail as part of your Media Banquet… it wor...
 
Marketing Day 2012 : Les seniors et les médias – Christophe Urvoy-Isaac & Cyr...
Marketing Day 2012 : Les seniors et les médias – Christophe Urvoy-Isaac & Cyr...Marketing Day 2012 : Les seniors et les médias – Christophe Urvoy-Isaac & Cyr...
Marketing Day 2012 : Les seniors et les médias – Christophe Urvoy-Isaac & Cyr...
 
Marketing day 2012: l'histoire d'un panda qui se muscle - Serge Schmitz
Marketing day 2012: l'histoire d'un panda qui se muscle - Serge SchmitzMarketing day 2012: l'histoire d'un panda qui se muscle - Serge Schmitz
Marketing day 2012: l'histoire d'un panda qui se muscle - Serge Schmitz
 

Recently uploaded

Graham and Doddsville - Issue 1 - Winter 2006 (1).pdf
Graham and Doddsville - Issue 1 - Winter 2006 (1).pdfGraham and Doddsville - Issue 1 - Winter 2006 (1).pdf
Graham and Doddsville - Issue 1 - Winter 2006 (1).pdfAnhNguyen97152
 
Project Brief & Information Architecture Report
Project Brief & Information Architecture ReportProject Brief & Information Architecture Report
Project Brief & Information Architecture Reportamberjiles31
 
Introduction to The overview of GAAP LO 1-5.pptx
Introduction to The overview of GAAP LO 1-5.pptxIntroduction to The overview of GAAP LO 1-5.pptx
Introduction to The overview of GAAP LO 1-5.pptxJemalSeid25
 
Team B Mind Map for Organizational Chg..
Team B Mind Map for Organizational Chg..Team B Mind Map for Organizational Chg..
Team B Mind Map for Organizational Chg..dlewis191
 
Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access
 
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John Meulemans
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John MeulemansBCE24 | Virtual Brand Ambassadors: Making Brands Personal - John Meulemans
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John MeulemansBBPMedia1
 
PDT 89 - $1.4M - Seed - Plantee Innovations.pdf
PDT 89 - $1.4M - Seed - Plantee Innovations.pdfPDT 89 - $1.4M - Seed - Plantee Innovations.pdf
PDT 89 - $1.4M - Seed - Plantee Innovations.pdfHajeJanKamps
 
The Vietnam Believer Newsletter_MARCH 25, 2024_EN_Vol. 003
The Vietnam Believer Newsletter_MARCH 25, 2024_EN_Vol. 003The Vietnam Believer Newsletter_MARCH 25, 2024_EN_Vol. 003
The Vietnam Believer Newsletter_MARCH 25, 2024_EN_Vol. 003believeminhh
 
Entrepreneurship & organisations: influences and organizations
Entrepreneurship & organisations: influences and organizationsEntrepreneurship & organisations: influences and organizations
Entrepreneurship & organisations: influences and organizationsP&CO
 
Anyhr.io | Presentation HR&Recruiting agency
Anyhr.io | Presentation HR&Recruiting agencyAnyhr.io | Presentation HR&Recruiting agency
Anyhr.io | Presentation HR&Recruiting agencyHanna Klim
 
Chicago Medical Malpractice Lawyer Chicago Medical Malpractice Lawyer.pdf
Chicago Medical Malpractice Lawyer Chicago Medical Malpractice Lawyer.pdfChicago Medical Malpractice Lawyer Chicago Medical Malpractice Lawyer.pdf
Chicago Medical Malpractice Lawyer Chicago Medical Malpractice Lawyer.pdfSourav Sikder
 
MC Heights construction company in Jhang
MC Heights construction company in JhangMC Heights construction company in Jhang
MC Heights construction company in Jhangmcgroupjeya
 
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...IMARC Group
 
UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISING
UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISINGUNLEASHING THE POWER OF PROGRAMMATIC ADVERTISING
UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISINGlokeshwarmaha
 
NewBase 25 March 2024 Energy News issue - 1710 by Khaled Al Awadi_compress...
NewBase  25 March  2024  Energy News issue - 1710 by Khaled Al Awadi_compress...NewBase  25 March  2024  Energy News issue - 1710 by Khaled Al Awadi_compress...
NewBase 25 March 2024 Energy News issue - 1710 by Khaled Al Awadi_compress...Khaled Al Awadi
 
Slicing Work on Business Agility Meetup Berlin
Slicing Work on Business Agility Meetup BerlinSlicing Work on Business Agility Meetup Berlin
Slicing Work on Business Agility Meetup BerlinAnton Skornyakov
 
Cracking the ‘Business Process Outsourcing’ Code Main.pptx
Cracking the ‘Business Process Outsourcing’ Code Main.pptxCracking the ‘Business Process Outsourcing’ Code Main.pptx
Cracking the ‘Business Process Outsourcing’ Code Main.pptxWorkforce Group
 
MoneyBridge Pitch Deck - Investor Presentation
MoneyBridge Pitch Deck - Investor PresentationMoneyBridge Pitch Deck - Investor Presentation
MoneyBridge Pitch Deck - Investor Presentationbaron83
 
Q2 2024 APCO Geopolitical Radar - The Global Operating Environment for Business
Q2 2024 APCO Geopolitical Radar - The Global Operating Environment for BusinessQ2 2024 APCO Geopolitical Radar - The Global Operating Environment for Business
Q2 2024 APCO Geopolitical Radar - The Global Operating Environment for BusinessAPCO
 

Recently uploaded (20)

Graham and Doddsville - Issue 1 - Winter 2006 (1).pdf
Graham and Doddsville - Issue 1 - Winter 2006 (1).pdfGraham and Doddsville - Issue 1 - Winter 2006 (1).pdf
Graham and Doddsville - Issue 1 - Winter 2006 (1).pdf
 
Project Brief & Information Architecture Report
Project Brief & Information Architecture ReportProject Brief & Information Architecture Report
Project Brief & Information Architecture Report
 
Introduction to The overview of GAAP LO 1-5.pptx
Introduction to The overview of GAAP LO 1-5.pptxIntroduction to The overview of GAAP LO 1-5.pptx
Introduction to The overview of GAAP LO 1-5.pptx
 
Team B Mind Map for Organizational Chg..
Team B Mind Map for Organizational Chg..Team B Mind Map for Organizational Chg..
Team B Mind Map for Organizational Chg..
 
Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024
 
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John Meulemans
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John MeulemansBCE24 | Virtual Brand Ambassadors: Making Brands Personal - John Meulemans
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John Meulemans
 
PDT 89 - $1.4M - Seed - Plantee Innovations.pdf
PDT 89 - $1.4M - Seed - Plantee Innovations.pdfPDT 89 - $1.4M - Seed - Plantee Innovations.pdf
PDT 89 - $1.4M - Seed - Plantee Innovations.pdf
 
The Vietnam Believer Newsletter_MARCH 25, 2024_EN_Vol. 003
The Vietnam Believer Newsletter_MARCH 25, 2024_EN_Vol. 003The Vietnam Believer Newsletter_MARCH 25, 2024_EN_Vol. 003
The Vietnam Believer Newsletter_MARCH 25, 2024_EN_Vol. 003
 
Entrepreneurship & organisations: influences and organizations
Entrepreneurship & organisations: influences and organizationsEntrepreneurship & organisations: influences and organizations
Entrepreneurship & organisations: influences and organizations
 
Anyhr.io | Presentation HR&Recruiting agency
Anyhr.io | Presentation HR&Recruiting agencyAnyhr.io | Presentation HR&Recruiting agency
Anyhr.io | Presentation HR&Recruiting agency
 
Chicago Medical Malpractice Lawyer Chicago Medical Malpractice Lawyer.pdf
Chicago Medical Malpractice Lawyer Chicago Medical Malpractice Lawyer.pdfChicago Medical Malpractice Lawyer Chicago Medical Malpractice Lawyer.pdf
Chicago Medical Malpractice Lawyer Chicago Medical Malpractice Lawyer.pdf
 
MC Heights construction company in Jhang
MC Heights construction company in JhangMC Heights construction company in Jhang
MC Heights construction company in Jhang
 
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
Boat Trailers Market PPT: Growth, Outlook, Demand, Keyplayer Analysis and Opp...
 
Investment Opportunity for Thailand's Automotive & EV Industries
Investment Opportunity for Thailand's Automotive & EV IndustriesInvestment Opportunity for Thailand's Automotive & EV Industries
Investment Opportunity for Thailand's Automotive & EV Industries
 
UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISING
UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISINGUNLEASHING THE POWER OF PROGRAMMATIC ADVERTISING
UNLEASHING THE POWER OF PROGRAMMATIC ADVERTISING
 
NewBase 25 March 2024 Energy News issue - 1710 by Khaled Al Awadi_compress...
NewBase  25 March  2024  Energy News issue - 1710 by Khaled Al Awadi_compress...NewBase  25 March  2024  Energy News issue - 1710 by Khaled Al Awadi_compress...
NewBase 25 March 2024 Energy News issue - 1710 by Khaled Al Awadi_compress...
 
Slicing Work on Business Agility Meetup Berlin
Slicing Work on Business Agility Meetup BerlinSlicing Work on Business Agility Meetup Berlin
Slicing Work on Business Agility Meetup Berlin
 
Cracking the ‘Business Process Outsourcing’ Code Main.pptx
Cracking the ‘Business Process Outsourcing’ Code Main.pptxCracking the ‘Business Process Outsourcing’ Code Main.pptx
Cracking the ‘Business Process Outsourcing’ Code Main.pptx
 
MoneyBridge Pitch Deck - Investor Presentation
MoneyBridge Pitch Deck - Investor PresentationMoneyBridge Pitch Deck - Investor Presentation
MoneyBridge Pitch Deck - Investor Presentation
 
Q2 2024 APCO Geopolitical Radar - The Global Operating Environment for Business
Q2 2024 APCO Geopolitical Radar - The Global Operating Environment for BusinessQ2 2024 APCO Geopolitical Radar - The Global Operating Environment for Business
Q2 2024 APCO Geopolitical Radar - The Global Operating Environment for Business
 

The 20 essential actions all fundraisers must take to succeed in these challenging times

  • 1. The 20…or more essential actions ALL fundraisers MUST take to succeed in these challenging times Brussels, Friday 9 December 2012 Daryl Upsall Chief Executive, Daryl Upsall Consulting International
  • 2. dočekati радушный прием
  • 3. Speaker Profile • 28 years in fundraising • Based in Madrid • Raised over 1000 million Euros for Greenpeace and over 250 million for Spanish NGOs • Worked in 48 countries • Runs leading international NGO consultancy and recruitment agency • Co-owner leading Spanish telephone agency, The Fundraising Company and Fundraising Contacts call centre in Argentina • Co-owns Face to Face FR companies Fundraising Iniciativas and International Fundraising with businesses in Italy, Portugal, Brazil, Chile, Mexico, Argentina and South Africa
  • 4. Client List - International HQs • International Cocoa Initiative • ActionAid International • International Crisis Group • ALSAC/St Jude Hospital • International Deaf Children's Society • Age Concern International • International Institute for Strategic Studies • Bioversity International • Mama Cash • Blackbaud • Merlin • Borneo Orangutan Survival Foundation (BOS) • MORI • CARE International • MSF Access to Medicines Campaign • Charles Darwin Foundation • MarViva • Christian Aid • Oak Foundation • Christian Blind Mission • Pew Environment Group • Christian Children's Fund • Plan International • Center for International Forestry Research (CIFOR) • Red Cross (IFRC) • Club de Madrid • Red Cross (ICRC) • Concern Worldwide • Save the Children International Alliance • Covenant House/Casa Allianza • Social Accountability International • Deaf Child Worldwide • SOS Kinderdorf International • Drugs for Neglected Diseases Initiative (DNDi) • Surfrider Foundation • ECPAT • The Antarctica Project • European Critical Care Foundation • The Brooke • Finn Church Aid • The Climate Group • Foodwatch • The Global Fund • Foundation Theodora • Transparency International • DARA Foundation • UN – Food and Agriculture Organisation • Global Reporting Initiative • UNESCO • Greenpeace International • UNHCR • Habitat for Humanity International • UNICEF • HelpAge International • United Bible Society • Hole in the Wall Gang Camps • Wetlands International • Human Rights Watch • World Association of Girl Guides and Girl Scouts • IFAW • World Café - Europe • Institute for War and Peace Reporting • WSPA • WWF International
  • 5. Outline of Session • Cover some 20 essential actions that any successful fundraising team MUST undertake if it is to achieve long term and sustainable growth. • Provide a practical checklist for YOU to be ready to achieve professional success in fundraising 5
  • 8. Some simple...but important questions • Who here actually asks donors for money personally? • Who in this room is a monthly donor to their charity • Who is a major donor? • Who has left a legacy in their will to their charity ?
  • 9. DONATE If you do not give how can you ask others to give 9
  • 10. Action 1 DONATE If you do not give how can you ask others to give 10
  • 11. Action 2 Do something! • No time for excuses • No time for blaming the crisis • Time for a hard review at your own fundraising performance • Focus on what is important 11
  • 12. ....and remember... we are looking for solutions not problems the solutions are to be found here!
  • 13. 13
  • 14. Action 3 UNDERSTAND WHAT MOTIVATES PEOPLE TO SUPPORT YOUR WORK 14
  • 15. Why do people give to charity? What are their intrinsic motivations for giving to any charitable cause? • Most importantly donors are motivated by their own experiences and values. • Maslow’s hierarchy of needs reveals many of the reasons that people donate fall into the higher categories of love/belonging/social needs, esteem needs, and self-actualization. 15
  • 16. Top 5 reasons that people generally donate to charitable causes 1. Personal Experience • Donors will often feel an affinity for a cause for a variety reasons related to their life experiences. • This is most evident in causes that relate to health. • If someone has been diagnosed at some time in his or her life with a serious illness, or one of their close friends or family members has, they are acutely aware of the needs of patients 16
  • 17. Top 5 reasons that people generally donate to charitable causes 2. Giving is a good thing to do.. • Majority of people simply believe in the value of giving itself. • Some give out of an accepted moral or spiritual obligation. • Others subconsciously know that it just feels good to give • Giving is good. It just feels good • A recent study looked into people’s brains with MRIs while they made decisions to give. • Dr. Jorge Moll, the lead researcher on the study, said what they saw “strongly supports the existence of ‘warm glow’ at a biological level. 17
  • 18. Top 5 reasons that people generally donate to charitable causes 3. To do something active about a problem or issue.. • Making a donation gives the donor personal power over a complex issue that is much larger than himself. • Making financial donations is also a way to take a stand on an issue. • Political candidates, lobbying organizations and hot button issue groups all receive contributions from people who are voting with their dollars. 18
  • 19. Top 5 reasons that people generally donate to charitable causes 4. Motivated by personal recognition and benefits... “You appeal to donors’ egos – or to their desire to heighten their public image – when you offer to recognize their gifts in an open and tangible way.” Mal Warwick • Many people like to be publicly acknowledged for their gifts to charity • People donate because you give them something tangible in return. • Donating allows them to associate with a well known person or social set. 19
  • 20. Top 5 reasons that people generally donate to charitable causes 5. They want to make a difference. • People want to make an impact in the lives of an individual person. • They would like to see a lasting and tangible change as the result of their contribution. • Others want to see an immediate impact, e.g. food distributed to those who are hungry and other types of emergency aid. • Others have a long term vision for a societal change they want to see take place. 20
  • 22. Action 4 FOCUS ON YOUR MISSION & CASE FOR SUPPORT 22
  • 23. Let’s start with the case for support E.g. An international children’s charity • You are not asking for SOS Children’s Villages • You are not asking for SOS Austria or Venezuela etc • You are not asking for a “committed gift” • You are not asking for a “loving home”
  • 24. The case for support You are asking for the children and for them to have a loving home ...and that is what people will give to People give to people
  • 25. The best fundraising is about “asking properly” Do you want to help children? 25
  • 26. Telling the story • Its not really the story of the founder • Its not the story of the charity • Its not the story of the number of countries you work in or fact you serve thousands of beneficiaries • It is the difference you make to the lives of individual children, refugees, people with cancer and their story
  • 28. Telling stories The stories can be from any of your stakeholders • Beneficiaries • Staff and volunteers • Celebrities • Donors • Social services/teachers • Other NGOs • Etc
  • 29. Think about your audience for fundraising Help me? “He was panicking when he called. 3am, no sleep, close to the edge. After half an hour, he yawned, laughed, said ‘thank you’ and could he phone again if it all got too much? We said yes, whenever he needed.” Chair, 24 hour helpline
  • 30. What makes a good story? A good story is: Good stories feature: • simple: it doesn’t try to cover • a strong character: a person too many bases at the centre who we care • short: no more than a minute about long, easy to remember, no • a turning point: a change or script needed resolution. • active: the story is about doing • Stories are not always things serious. • true: telling a true story is a • Touches of humour and chance to talk honestly about lightness can show that you the organisation realise your organisation • told for a purpose has limitations too. Source: Richard Spence from The Change Triad.
  • 31. 5 Ways Nonprofits Can Tell A Better Story 1. Tell The Story Of One 2. Use A Compelling Plot 3. Be Authentic 4. Appeal To Emotion 5. Use Social Networking Source: Maryanne Dersch www.501creative.com
  • 32. SOS children from all over the world say “THANK YOU” for YOUR support. Thank you for the good wishes. I enjoy school and am in Grade II now. I always play safe at home. Thank you for your support. I wish you the best. I love you. Child from SOS Children's Village Umtata in South Africa
  • 33. SOS children from all over the world say “THANK YOU” for YOUR support. I wish for all children who are on their own to get to live in an SOS Children's Village so that they, too, can have a real life like their friends at school. Girl from SOS Children's Village Sarajevo in Bosnia-Herzegovina
  • 34. Action 5 MAKE DONORS LOVE YOUR ORGANISATION 34
  • 35. Is your NGO a Lovemark yet? http://www.lovemarks.com/
  • 36. Remember only the customer/donor can decide Lovemark status. And they’ll only do it for brands that are up there in the top right, where the sun always shines.
  • 37. Action 6 LEARN FROM STEVE JOBS 37
  • 38. How essential are non-profits to donors? “…are there many non-profit organizations out there that would be similarly mourned as Steve Jobs if they disappeared overnight?” 38
  • 39. How essential are non-profits to donors? “Unfortunately, many nonprofits wouldn’t be missed. They’re competent, good, and provide life-changing services, but they have yet to wow their donors.” 39
  • 40. How essential are non-profits to donors? Here’s what James Read of agency Grizzard thinks Steve Jobs would do if he were your CEO: 1. Paint a compelling vision for a better world and offer donors relevant, concrete ways they can partner with your organization to make it a reality. 2. Anticipate what your donors want. He would make sure they received timely receipts, reports on what their gifts accomplished, and surprise them (in a positive way) with all the good that’s getting done. 3. Weave a compelling experience for your donors. Through the stories he told, your organization’s website, and every other touch-point, he would pull your donors into the excitement and drama of how your organization is changing the world. 4. Make sure that your non-profit delivered amazing value for every dollar your donors contribute. 40
  • 41. Action 7 GET TO KNOW YOUR DONORS 41
  • 42. Who are our supporters typically and who could they be in the future? 42
  • 43. Who are trying to recruit? • It’s not the general public • Its the professional middle class who can usually afford to give • Remember that 80% of your income will come from 20% of your donors
  • 44. Traditional Charity Donors Typically in mature They.. fundraising markets • Were recruited by direct mail • North – European & American • Read what they are sent by • Middle class charity, ie newsletters, mail • 55-75 + years appeals • Educated • Are loyal donors and trust • Professional/retired charity • More women than men • Donate by cheque, cash and • Indigenous nationals some via their bank • Have a landline telephone • Will remember charity in their • Live in same home 20+ years Will (Anglo-Saxon) • Have savings/assets 44
  • 45. Traditional Charity Donors Typically in mature They.. fundraising markets • Were recruited by direct • North – European & mail American • Read what they are sent • Middle class by charity, ie newsletters, • 55-75 + years mail appeals • University educated • Are loyal donors and trust • Professional charity • More women than men • Donate by cheque, cash and some via their bank • Indigenous nationals • Will remember charity in their Will (Anglo-Saxon) 45
  • 46. 46
  • 47. Typical older donor profile Thanks to the generosity of the late Elmer and Dorothy Eade of King City, deserving nursing students at Hartnell College will be able to pursue their dreams of becoming members of the nursing profession. • Mr. and Mrs. Eade, who died in 2002 and 2000, respectively, established a $600,000 scholarship endowment that will benefit Hartnell nursing students. 47
  • 49. Who is a new 21st Century Donor? Typical profile.. They.. • Anywhere on the planet • Were recruited by F2F, • 18-55 years old telephone, internet, SMS • Middle class • Do NOT read what they • Male or female are sent by charity • Educated • Are promiscuous donors and don’t fully trust • Profesional charity • Wired/connected • Donate via their bank • Move home regularly • Not thought about their • Communicate via mobile will • In debt 49
  • 50. Who is a new 21st Century Donor? Typical profile.. They.. • Anywhere on the planet • Were recruited by F2F, • 18-55 years old telephone, internet, SMS • Middle class • Do NOT read what they • Male or female are sent by charity • Educated • Are promiscuous donors and don’t fully trust • Profesional charity • Wired/connected • Donate via their bank • Move home regularly • Not thought about their • Communicate via mobile will • In debt 50
  • 51. What demographic of donor is this department hoping to reach? Younger people? Older adults? 18-25 years old. 56-70 years old Younger adults? Elderly? 26-35 years old 70-90 years old Middle aged? 36 -55 years old 51
  • 52. What fundraising communication may need speak to a different demographic? Younger people Older adults • SMS/text • Child sponsorship appeals and • Email newsletters/appeals reports • Emergency appeals • Direct mail Younger adults • Printed newsletter • As above • Annual reports • Face to face showcards & • Legacy materials welcome packs Elderly • Loving Home • As above Middle aged? • Legacy newsletter • Face to face FR materials • Short printed newsletter • Child sponsorship and annual report 52
  • 53. Legacies – the donors last gift
  • 56. Action 8 GO FROM BEING A GOOD TO GREAT FUNDRAISER 56
  • 57. Be a fundraising professional – study, learn, research YOU MUST! • Attend conferences like this...and others • Read the keys books, magazines • Visit webs such as SOFII to great case studies www.sofii.org 57
  • 58. Be a fundraising professional – study, learn, research • Check fundraising blogs • Join fundraising Linkedin groups • Follow cutting edge debates - The Agitator www.theagitator.net • Look outside your organisation and this market After 28 years in fundraising I am still realising how much I still need to learn 58
  • 62. More information here Recommended reading: Tiny Essentials of Monthly Committed Giving - Harvey McKinnon Relationship Fundraising – Ken Burnett Friends for Life – Ken Burnett Asking Properly – George Smith www.whitelionpress.com The Showcase of Fundraising Innovation and Inspiration www.sofii.org The Agitator - packed with nonprofit fundraising and marketing strategies, trends and tips http://www.theagitator.net
  • 63. Learn from the “gurus” Book early for 2012...see Ilja for more details
  • 64. Learn the best practice After 28 years in fundraising I am still realising how much I still need to learn 64
  • 65. Action 9 ANALYSE AND PRIORITISE 65
  • 66. Know where you are...research and focus Internally Externally 66
  • 67. Know your KPIs – what to measure and why and what to do about it!
  • 68. Do you reality know you average gift...and the rest? Change Average Average Attrition in Upgrade gift of gift of at average d your your different gift average sign fulfilled gift following gift? ups? donors? levels? attrition? What about: • “Lifetime value • Recency, frequency value • Who your most valuable donors are • Which demographic group gives the most • The impacts of your action on attrition
  • 69. Focus on where you make money now...and more in the future • Who knows what this is? • Who uses it? • Who uses it regularly? 70
  • 70. Focus on where you make money now...and more in the future • Invest in cash cows...heavily whilst the ROI is right for you • Invest in developing rising stars • Deal with the problem child • Close down the dead dog 71
  • 71. Focus where the REAL long term and sustainable money is
  • 72. Make sure you know your fundraising product cycle Product Life Cycle plus Boston Matrix Cash cow Problem Child Direct Mail/events SMS/web/ social media Face to Face/ Telephone DRTV/Events Rising Star Dead Dog 73
  • 73. Analyse and Prioritise • Do proper data analysis • Focus on the “cash cows” • This means monthly giving • Kill the truly underperforming programmes” • Focus on your donors and your relationship with them • Invest where it counts, where its working - do not start cutting budgets 74
  • 74. Just focus on the “cash cow” and a few of the tools ..... Committed giving - socios • Telephone fundraising • New media • SMS - Texting • DRTV/ DR Radio • Face to Face ......but most importantly the integrated use of the above
  • 75. Why focus on committed donors? • It has a high return on investment • It creates your “most valuable donors” • It’s predictable so you plan your programme into the future • It builds long-term, sustainable income you can build upon
  • 76. Why focus on committed donors? • You can focus on the donor relationship and building the lifetime relationship on and create “friends for life” • It provides the opportunity to cross- sell other products
  • 77. Key elements of successful committed giving programmes • People focused • Human stories and pictures • Based on “real experiences” • Brings the donor closer to the cause • Language and tone more natural • Tangible, transparent, authentic, urgent • Gives supporters and their family something to do for the programme
  • 78. Key elements of successful monthly giving programmes • Is priced right for the market • Easy to join • Works on multi-channels • Has an appropriate premium that adds to the cause and reminds donors of their reason for supporting • Has a clear and appropriately priced “shopping list” • Makes a clear link between the lives of the donor and the cause
  • 79. Key elements of successful committed giving programmes • They answer the donor’s often unspoken question, ‘What’s in it for me?’ • Very personalised in its communication • Very clear what the product does and the costs • Has a clear rationale for why a monthly gift is important • Are engaging, tangible, easily affordable and provide ongoing feedback of a high quality • Has excellent donor relationship management
  • 81. Integration of Fundraising • Back-end Organisational Integration: Tracking all donors and constituents, and developing communications, fundraising, and CRM strategies to hold and upgrade them. • Channel Integration: Using, for example, mail to drive web transactions, convert web donors via postal mail, internet to telephones, email to lift postal mail response rates etc
  • 82. Breakdown Silos PRODUCT LED SEMI INTEGRATED FULLY INTEGRATED SUPPORTER LED Direct Marketing Programme DM products Volunteer Programme Event products All Fundraising Campaigns Event Programme Campaigns Programme Programmes Programme All charity Volunteer products supporters Personal pledge Customer Service Customer Campaign products Service Service experience • Multiple databases held by different parts of the • One database for all • One database and organisation fundraising support management strategy for • Varying levels of all supporters • No holistic overviews or management of supporter collaboration with different • Full understanding of relationships departments value of multiple • Better understanding of relationships • Limited cross sell or multiple engagement value of engagement and • Service focused on multiple relationships building value
  • 83. Integration… SOS Spain 10:1 ROI, Web > phone pop-up to Bread Daily committed gift $12,000 Press > web phone call one CAD local press Press > SMS >phone Shelter mention Email @ 30% conversion reminders Email > DM SMS data capture 8 -10% uplift to monthly gift 70% F2F > web Landmines email response <break even Gift Aid Web/email > by 2 GP Brazil months events 42% phone or mail website upgrade online then Daryl Upsall Consulting phone + DM International SL
  • 84. Back End – Organisational Integration Focus on maximising the value of supporters Redefine Encourage Supporter Value multiple engagements Create a Breakdown Silos Fundraising ‘Integrate’ culture within Service
  • 85. Integrated Back End – USA Red Cross Fundraising for Tsunami Management Action Response to Tsunami/Earthquake AP2695 Orientation Greg Johnson Nancy Ajello and SLA REDM Backup John Bowers Workspaces Manager Process Improvement Training Overarching Query Training Carol Ossi Business Systems Manager Electronic Christine Jones Helen Gianviti SLA Spherion Development Systems Access to Matching Gift Process Improve Training Support Temp Staff Network logon and RE7 Access Control Confidential Benchmarking/ROI Records Greg Yankou Gerald Bolden Geri Adams Enhance QueryTool Admin Support Admin Support Monitor and Enhance IMO/IHO Gizmo (Temp) Benchmark (Temp) ROI Matching Gift Process Improvement Access Responds to SSC Reni Cole Gehan Babikir Eric Bradshaw Requests Re: Secure Secure Vital Records Statistical John Bowers Production Coordination Assistant Manager DMP Missing Gifts Storage Sign Out (Temp) Import Error Correction Production Analyst Business Systems and problem batches Initial Review Donneaka Winford Emily Rowland Keona Briscoe Daily Global Changes Vital Records Vital Records Vital Records Feedback Michelle Jackson Matching Gifts (Temp) (Temp) (Temp) Supervisor Data Integrity Final Review on Staff Release to SSC Production Jennifer Porter Ana Portillo Gift Fulfillment Gift Fulfillment Matching Gift Support Matching Gift Support Melrose King Kim Davis Donna McKenzie Portland Cunningham Pam Cheers Supervisor Data Entry Gift Fulfillment Marco Spruill Daily Early Shift LL1 Regular Shift Daily Late Shift LL1 Bank One, Wire Matching Gift Support Matching Gift Supervisor 7am - 11am Supervisor 11am - 3pm Supervisor 3pm - 9pm Printing, Coding, Data Entry Process Support Matching Gift SWL1-105 DMP QC Floor Supervisory Team Work Spaces SWL1-106 SWL1-107 Young, Cheryl Wilson, Ebenezer Darchelle Garnett Snodgrass, CarrieLynn Baker, Georgina Wendy Lowe Preston, Dorothy Melinda Warner Ashley Barnard Post QC Regular Shift 8:30am - 5pm 7am - 3pm Regular Shift 8:30am - 5pm 7am - 3pm 3pm - 9pm 9am - 5pm Batch Entry Douglas, Dante Keith Osborne IMO/IHO; PostQC Dmp Regular Shift Walker, Charlene Bare, Keith Francis Basoah Regular Shift 8:30am - 5pm 7am - 3pm 3pm - 9pm 7am - 3pm Bonnie Brown Nida Munir Post QC Pam Cheers Richard Boateng Regular Shift 8:30am - 5pm Hawkins, Diane Eva Foushee Ayesha Henderson Batch Entry Brown, Kevin Noon - 3pm 7am - 3pm Regular Shift LaTaunya Cannon Regular Shift 8:30am - 5pm 7am - 3pm 3pm - 9pm FRN-OCRA Post QC Tanika Sewell Chris Sutton Noon - 9pm Adade, Kwadwo Stilley, Stefanie Michele Diggs Andrea Lyles Long, Aaron 7am - 3pm 3pm - 9pm 7am - 3pm Donna McKenzie Pledge/Proposal Entry Regular Shift 8:30am - 5pm 11am - 3pm Regular Shift Regular Shift 8:30am - 5pm Sorrell, Andre JerJuan Hamilton Nancy Jones BOG Lanre Folayan Gwen Jones Kiesha Mobley 3pm - 9pm Eden, Ihsan 7am - 3pm 3pm - 9pm Cole, Kathryn Regular Shift 8:30am - 5pm Batch Entry Regular Shift 8:30am - 5pm Seferash, Asfa-Wossen Kiante Roach Margaret Kheiry P. Cunningham Regular Shift Demirea Coreley Odetta Jordan 3pm - 9pm Tiffany Lyles 7am - 3pm 3pm - 9pm 9am-11am and 3pm-5pm Regular Shift 8:30am - 5pm Regular Shift 8:30am - 5pm Zimmerman, Darnell Judy Marshall Jeremiah Mitoko Julius Adoo Batch Entry Edward Blackmore 7am - 3pm 3pm - 9pm TBD Regular Shift Regular Shift 8:30am - 5pm Regular Shift 8:30am - 5pm Cynthia Mason Portia Frazier Woody Ikhido 7am - 3pm 3pm - 9pm TBD Regular Shift 8:30am - 5pm Regular Shift 8:30am - 5pm
  • 86. Action 11 GET THE BACK OFFICE RIGHT 87
  • 87. Getting the back office and systems right...it isn’t easy
  • 88. Recommendations • Update databases regularly, establishing a frequent contact programme (2 to 3 times per year), preferably “spoken”… • Dynamize welcome letters by including relevant and updated information i.e. adding a PD and speaking about an ongoing action or project (i.e., Haiti/Chile). 89
  • 89. PROCESS OVERVIEW - FORMS QUALITY FUNDRAISER - FORMS PCODE = Problem code FISL – DATA ENTRY OK “PCODES” ON DATA ENTRY CALL CENTRE (FRC) – WELCOME CALL CALL CENTRE (FRC) – RESOLUTION OF OK “PCODES” ON DATA ENTRY OK FISL TEAMS – MEMBERSHIP, NPO – NEW ATTRITION, “PCODES” AFTER CALL OK MONTHLY DONORS SOLVED “PCODES” FISL TEAMS – “PCODES” ON DATA ENTRY OK
  • 90. Speed up your processes with new donors F2F recruited donors in Spain Acquisition Week 1 Before Reception of Week 2 forms at office Data entry and validation Week 2 and 3 Letter mailing Mailing of Mailing of Week 4 members’ data invoice Welcome Week 5 Sending of changes in Week 6 Welcome 91
  • 91. Speed up your processes with new donors F2F recruited donors in Spain Week 1 Acquisition Now Week 2 Reception of forms at office Week 3 Data entry, validation and Welcome Week 3 Mailing of Mailing of Letter mailing members’ data invoice 92
  • 94. “Business as usual” is not good enough for fundraisers • The world is changing fast • Economic uncertainty • Donor expectations are higher • More competition for donors attention • More organisations fundraising • “Old” fundraising techniques bringing diminishing returns 95
  • 95. 96
  • 96. Do you need to innovate? • All fundraising involves risk…but calculated • No prefect fundraising formula lasts for ever • Donors way of giving is changing • What worked with one generation may not with the next • You cannot afford to be left behind 97
  • 97. The market is changing in Belgium • Schools, universities, museum, theatres, hospitals, cultural institutions are NOW entering fundraising • Growing number of private initiatives of engaged citizens setting up their own charities • Small private development aid initiatives now raising as much as traditional development aid NGOs 98
  • 98. Time to face up to the challenges of the Belgian market • Significant government budget cuts to charities that rely on such funding • Relative lack of hard data on giving and the Belgian fundraising market…but could be stagnating • Fundraising not well internally integrated and respected within NGOs • Lack of willingness in NGOs to invest in training/education of fundraisers • Pubic acceptance of overhead costs and fundraising costs?? 99
  • 99. Time for fresh thinking • When was the last time you truly came up with a new approach to fundraising? • When did you look at you fundraising department and then start with a blank sheet of paper? • Have you ever zero budgeted? 100
  • 100. Track and adapt corporate trends and innovation
  • 101. Integrate and Innovate! “It is not the strongest of the species that survives, nor the most intelligent, but the one most responsive to change.” Charles Darwin 102 102
  • 102. KISS....a word of warning NASA and the pen Daryl Upsall Consulting International SL
  • 103. Action 13 EMBRACE-EXPLOIT NEW & SOCIAL MEDIA 104
  • 105. Use new media to generate leads to convert to committed donors 106
  • 107. Do you still feel like this?
  • 108. Putting it all together
  • 109. Actions 14 – 26... CELEBRATE THE QUALITIES OF GREAT FUNDRAISING 110
  • 110. Vision Visión
  • 111. Optimism Optimismo
  • 112. Ambition Ambición
  • 113. Passion Pasión
  • 114. Cooperation Cooperación
  • 115. Innovation Innovación
  • 116. Investment $37 billion Inversión
  • 117. Information Información
  • 118. Integration Integración
  • 119. Combination + Combinación
  • 120. Courage Daryl S E A 121 Corage
  • 121. Humour Humor 122
  • 123. “The only thing we have to fear is fear itself” Franklin D. Roosevelt, Inaugural Address, March 4, 1933,
  • 124. Go raise money…or even more money! Your causes need it!
  • 125. Gracias merci grazie mille 126
  • 126. Daryl Upsall Consulting International SL Tel: + 34 91 829 0772 Calle Caleruega 79, Plta 7 28033 Madrid info@darylupsall.com www.darylupsall.com 127
  • 127. 128
  • 128. Lunch!