Every NGO wants to build and retain a large base of loyal donors. Yet, the average donor retention rate is as low as 40% globally, which means most NGOs lose 60 out of 100 donors every year. What does it take to build longterm relationships with donors? How can technology contribute? Are there tools that can help communicate better and report more transparently to donors? These are some questions we'll explore in this "must attend" webinar for NGOs. Register now!
Hosted by Mayura Sandeep of SriKa Marketing for Nonprofits.
Follow her at @mayurasandeep
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mayura: Thank you for joining us this evening and welcome to the webinar on online donor management tools.
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mayura: So we have with us today. A wonderful all women panel.
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mayura: I'd like to welcome them first. We have with us Schrader Bakshi who's the executive vice president program and donor relations at international development enterprises, India, welcome to beta
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mayura: We also have with us Manu Patel, who's a trustee at 20 foundation and she also heads gunjan software for NGOs are productive 20. We also have with us, Bob Davie Ravi Shanker
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mayura: Who's the lead user education at Zoho CRM for nonprofits. Welcome, BABY, AND WELCOME, GENTLEMEN.
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mayura: So I am your host for today's webinar. This is my euro, and I also run a nonprofit marketing agency Costa Rica marketing for nonprofits.
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mayura: We work with NGOs and offer marketing communication solutions.
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mayura: Good evening.
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mayura: So before we begin the webinar. I want to acknowledge net square
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mayura: And we also have with us, by the way. Earlier today who manages Net Squared globally. Thank you for joining us today. Early
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mayura: So Net Squared is a global network of tech for good meetups and it's a program of tech sue the event you are attending today's organized by Net Squared Bengaluru
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mayura: So next week when we lose one of the hundred and 28 city chapters which happens across the world.
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mayura: And in India. Net Squared and text, who are represented by Nasscom Foundation.
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mayura: So let's move to the topic. So why we discussing donor donor relationship management today because most nonprofits are simply not getting it right.
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mayura: Right. So we see that nonprofits are losing about 54 out of hundred donors your on your which is a high donor attrition rate.
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mayura: Why research has shown that retaining donors is extremely beneficial to NGOs as recurring donors contribute over 40% more than a one time event or a first time donor.
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mayura: So what is donor relationship management.
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mayura: The processes are the systems and methods that are nonprofit uses to strengthen its relationships with its donors in order to enhance don't trust engagement and retention.
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mayura: And why should an NGO do that because it costs an NGO about seven times more to acquire a new donor than to retain one. So, it simply makes more sense.
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mayura: So, why, what are the goals of dollar relationship management. What are we trying to achieve first build relationships with your donors second retain your relationships with donors and third upgrade your donors increase investments from your existing donors.
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mayura: Simply put, these are your top three goals. Right.
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mayura: And what does it take to successfully manage your relationship with donors. What we also call donors stewardship.
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mayura: Engagement and reporting. So what's acknowledgement acknowledgement is tanking your donors acknowledging their support.
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mayura: Making sure they feel special, making sure you recognize the effort. They're putting towards helping you solve a problem.
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mayura: What's donor engagement donor engagement is being in touch with your donors throughout the year and not just at the time of asking for funds.
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mayura: It's making sure that you communicate with them in multiple ways. And at multiple times throughout the year, keep them informed about what's going on with the nonprofit. Ask them what's going on.
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mayura: What's donor reporting donor reporting is telling the donor reporting to the donor on how their funds was used report into the donor on the impact of their donations and reporting to them on the progress of the project that they're supporting
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mayura: So all of these
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mayura: Are components of successfully managing your relationship with donors.
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mayura: So why this whole hoopla about online donor management.
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mayura: Is it different, and is it required. So in the last couple of years, or probably in the last past decade, we have seen a major shift happening when it comes to our nonprofit giving
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mayura: The first is rise of the individual donor today individual donors in most cases make up for up to 50% of the funds raised by an NGO
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mayura: Which in many cases is more than the foreign funds they receive and more than the government funding they receive which makes your individual donor an extremely important stakeholder in your nonprofit.
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mayura: The second shift that we're seeing is an online giving to be seeing that online giving is increasing, year after year and it is said that in the next decade, one out of every five donations will be made online.
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mayura: And it's not only about making donations online. It's also a preferred communication channel by donors themselves most the donors prefer that they are nonprofits.
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mayura: Keep in touch with them through online channels, whether it's through the website or whether it's through social media or email or WhatsApp.
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mayura: Donor communication as well has is shifting more and more words online.
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mayura: So I'd like to go back a few steps, whether they talking about donor acknowledgement or donor engagement or reporting. I think it's quite evident that communication is at the heart of all these processes. Right.
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mayura: And there are multiple ways of communicating with your donors, whether it could be through social media to phone to direct mail.
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mayura: To peer to peer engagement to email mobile web to this can become extremely overwhelming for a small NGO because of lack of resources. It can also become overwhelming for a large NGO because they have
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mayura: A huge database of donors to manage and communicating with them through all of these many different channels comes extremely challenging
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mayura: Which is where I think today to us online donor management tools like Zoho CRM and gunjan play a role. So we'll get to Zoho CRM and engine in detail after a while.
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mayura: First we will start by engaging with Twitter Bakshi on the nitty gritty of online donor relationship management.
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mayura: Suite welcome again.
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Shveta: And let hi
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Shveta: Thank you my hero.
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mayura: Social data.
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mayura: You've been with nonprofits for over I think close to two decades now. And a lot of it was spent in building and managing donor relationships.
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mayura: So I think
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mayura: That NGOs in general are paying enough attention to dollar management at all. Is it within that top three priorities.
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Shveta: Hi everyone, and
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Shveta: I think when engaging with the donors, it always varies from organization to organization.
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Shveta: But you know like very wonderfully you shared when you were talking about donor management. What it essentially is it's essentially about strengthening the relationships.
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Shveta: To engage with the donor to enhance our engagement to enhance our retention with the donors. So if we really think about any organization any NGO, and we definitely think that if free NGO is
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Shveta: A has some donor or the other on board. They do make an effort to acknowledge them. They do make
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Shveta: A plan or they are making an effort to report back or creating communications with the donor.
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Shveta: They are making an effort to maybe engage in some way or the other, you know, there are compliance is in place. So if you really look at this entire gamut of activities. I think F3 NGO definitely is engaging with the donor and it is it is definitely one of their top priorities, also because
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Shveta: You know, it is like we have our target group as a stakeholder we might what we may say target group we miss a beneficiary is like in our work, we say customer farmers.
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Shveta: So like they are one of the key stakeholders, I am very confident that for every NGO, even the donor is actually one of the key stakeholders.
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Shveta: But again, depending upon the size of the organization and the kind of budgets and each organization has they might have
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Shveta: In the way they they dedicated themselves to engaging with the donor may vary.
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Shveta: Sometimes organizations may have dedicated teams. Sometimes they may have dedicated people to engage with donors and sometimes smaller organizations may not have this kind of wherewithal to do this.
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Shveta: So they might do it in their own way. So the means of doing it may be different, but the I feel. And in my experience of so many years of interacting and engaging with so many NGOs.
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Shveta: I feel that everybody realizes that engaging are, you know, being with the donors as important, and I think it is definitely one of their top priorities.
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mayura: So then what do you, where do you think it's going wrong, what are the what are in NGOs biggest struggles when it comes to doing a management.
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mayura: From an angels perspective, what do you think are the biggest struggles
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Shveta: Yes. So I think I will say that I will give my best to share from my experiences and, you know, because we are talking about a smaller organizations.
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Shveta: So I'm refraining from Alien theoretical baggage and talking more from experiential from what I've observed and seen and learned so
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Shveta: I feel that, you know, some of the things. So again, if to any NGO when we talk. Trust me, they will have so many each will have their own struggles to share
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Shveta: About managing the donor, you know, it's unique and which is something that I really respect.
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Shveta: And but for the sake of discussion if we have to broadly kind of put it together. I feel that sometimes and with smaller organizations. I have seen more often.
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Shveta: That sometimes and a lack of strong or a good internal governance is one of the core challenges, you know, so sometimes to give an example.
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Shveta: You know, so like I was partnering with one organization. They were very small and they were working with a community of snake charmers
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Shveta: You know, and so they received funding from a donor. And then I got this frantic call the, you know, I don't know what to do and the donor is very upset with the way I have made her I have reported on the budgeting and all
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Shveta: So we kind of analyzed what happens. So what he had done was that there was an allocation.
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Shveta: Even he had submitted the budget. He had allocated to certain money to a certain line item.
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Shveta: But when there was a need to spend he happily spend the money and went overboard with that line item, you know, so he forgot to go back to the contract to understand what is the deviation permitted for example.
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Shveta: You know, or if the donor as specified that come back to us and talk to us in case you want to make a deviation. So that was something that was not there in his purview.
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Shveta: And because there was an absence of a good governance, so probably it was missing. So you didn't realize what he was doing, but that created a big, big problem for them.
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Shveta: You know, so sometimes this is a problem. Sometimes I feel that also a big problem is from the perspective of reporting and documentation.
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Shveta: So like, oh, you know, so when it comes to save. So in documentation or reporting, we say that one is the aspect of financial one is the aspect of programmatic or result based documentation or reporting.
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Shveta: So sometimes I feel that, you know, or the smaller is organizations especially are unable to really understand that what is what. What is it that they have to report.
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Shveta: You know, sometimes donors have a very specific format like they may have
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Shveta: Log frame based format or they may have written books which smaller organizations may not really be able to understand
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Shveta: How to fill them up, you know, so they are very passionate about their work, they will know their work, but they may not know how to fit it in a way that this toner can understand
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Shveta: You know, so they might be doing their best reporting but donor might be saying that, well, we wanted in a certain way and that becomes a point of great struggle for both the organization and the donor, because both feel they are giving their best, right.
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mayura: Sorry to interrupt. We talk about institutional domain. Right.
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Shveta: Yeah so institution. Absolutely yes, because this is something that I've seen, you know, in my experience of being with NGOs and sometimes organizations also really struggle to
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Shveta: Explain to a donor or to justify sometimes overhead costs, costs like for a certain organization they are we have working maybe such that they may need a certain overhead costs because
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Shveta: Their core area of work. Maybe that they need to allocate that money at a central funding to maybe develop a content or something. But the donor may not be very comfortable with an overhead costs. So sometimes explaining justifying becomes a big challenge and
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Shveta: Another big struggle that I have seen is so I will quote to more challenges that I've probably seen is
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Shveta: Sometimes to donors change themes that change, change their thematic areas of work which becomes a big problem for organizations and they really don't know how to fit in.
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Shveta: And lastly, I would say that the biggest struggle. I think a lot of organizations. So do. And is that this summer. There are scared, to be honest.
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Shveta: You know, so they find it very difficult to share that, you know, so we started this project and you know it was not so successful.
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Shveta: Or we started this project, or we did this and you know it failed. So that becomes a lot of challenge because organizations are hesitant to share
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Shveta: They forget that even if it was a failure or even if it was a part success there is has to be some learning
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Shveta: So, and because they don't want to share it because of insecurities, or whatever it or they fall into a much bigger deeper problem and a deeper trap because every time you are sugarcoating
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Shveta: A certain report or you are sugarcoating a certain you know achievement and
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Shveta: Use so somewhere along the line you forget to focus on your program and you start to focus on what has been reported. And what we have to report now so and that creates a greater struggle for an organization and
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Shveta: They inadvertently, you know, put that burden or blame also on the donor that this was a donor expectation or something. But I think this is like some big misunderstanding that does exist.
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Shveta: So I think broadly. If I were to look at the core challenges. This is what I have observed from real life and real time experiences of especially a small organizations.
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mayura: Great. That was
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Shveta: Very insightful. I think whether
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mayura: And if I have to recap what she said for the benefit of the NGOs, you are the biggest challenges that she mentioned, we're what first good governance.
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mayura: Second, I think, was reporting.
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mayura: Not reporting in the right format, not understanding the reporting format that the donor express one was an NGO
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mayura: And the third was, I think,
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mayura: hesitating to be honest about the project status and progress, simply because they enjoy scared about upsetting the donor and thereby actually losing their credibility.
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mayura: You know, rather than helping them in any way. So these were very, I think pertinent practical points that she mentioned
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mayura: So I think that a lot. Most NGOs pay a lot of attention to donor recruitment because it is important to their functioning. So they plan their fundraising campaigns and events etc throughout the year.
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mayura: And they do actually end up recruiting a sizable number of donors, but then retention is another question altogether and they really struggle with retention. So why do you think NGOs trouble, especially with donor retention.
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mayura: Where are they going wrong. It is
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mayura: Not the only institutional donors, especially with the individual donors, because those are small ticket donors, but then there are, they are large and volume.
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Shveta: Sure. So I think though. Yeah, I think you are really raising issues and topics which are very relevant. So regarding donor retention, I would actually like to go back the point to the point that you made in the introduction, where you were talking about the
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Shveta: Aspect of
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Shveta: Happy. Yeah. So I think in our donor retention. So in your introduction, you were talking about the aspect of donor building relationships.
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Shveta: So retention is directly proportional to first and foremost relationship. So I think this is extremely important.
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Shveta: So we forget we if we continue to look at our donor of from the perspective that you know donor is on the other side of the table and we are here.
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Shveta: Then it will always be like that. But when we start off with relationships. It
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Shveta: Comes like we can walk along we can work together, you know. So building relationships is very critical. That's the way they get to know you.
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Shveta: That's the way we get to know each other. So why hesitate, you know, and I think the second aspect of retention again challenge of retention is especially
00:39:57.780 --> 00:40:06.900
Shveta: After we get donors once and why we are not able to retain them for long is because we forget to evolve.
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Shveta: You know, so what happens is that, for example, the organization. I've been working with I've been working for more than a decade here.
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Shveta: And so we started with one or challenge of smallholder farmers and we address that for many, many years. It was very relevant.
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Shveta: But then after a period of time, we realized that this challenge is getting addressed.
00:40:28.350 --> 00:40:39.510
Shveta: So we continue to be in our core theme area of work which is agriculture and maybe the same target group, but we look at what are the other school challenges of this topic.
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Shveta: So if an organization evolves, the donor will be very happy to continue to work with you because every donor at some point in time or the other wants to see a change where, if I may say without hurting the sentiments of a lot of people here is that where the NGO becomes redundant.
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Shveta: You know, so if we are working so hard. And if we are working for so long in a space in a specific location, we should be able to ideally become redundant in that field.
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Shveta: And but there is no dearth of challenges. So, there will always be something else that needs to be addressed.
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Shveta: So some of the organizations need to evolve in what they are doing. So I'm not saying we don't need to change our thematic areas of work. We don't need to change their target group.
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Shveta: But trust me, there are multiple challenges that our target group has. So, how we can fit in how we can pitch in what we can do to create more value in their life is what we must continue to think and it's very relevant.
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Shveta: The second thing. The third thing that I want to talk about what I was really thinking. A lot of times
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Shveta: We feel that we are not able to work with a donor because we think that their area of work has changed. So just very recently. In fact, I was talking to a friend and he was working with an organizer funder with a donor.
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Shveta: Who was supporting the women and child issues. That's what his area of workers and so then he said that, you know, or they changed that dramatic area of work. And so the
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Shveta: Bird and people work with them so they were just talking and I just asked him, I said, Did you really look at what they are doing now.
00:42:20.640 --> 00:42:29.460
Shveta: So then we kind of sat on it together. Read through what the donor. So the donor has not really changed the core area of it's worth
00:42:30.390 --> 00:42:38.820
Shveta: It had changed its own narrative of work. So sometimes if we read through properly what the donor is saying what they want to work in
00:42:39.330 --> 00:42:44.970
Shveta: And see reflect and analyze what we are doing. I'm sure we are able to a lot of times, find a match.
00:42:45.330 --> 00:42:50.310
Shveta: So like the donor was continuing the work with women and children issues they had, they were just changing the narrative.
00:42:50.580 --> 00:43:03.240
Shveta: So, all he had to think, first thing, how differently. He needs to showcase his work and maybe look at adding one or two more objectives if it kind of fits their frame of work or their reference
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Shveta: So I think broadly. These are the things. And of course, last but not the least, that donors are not milking cows.
00:43:13.380 --> 00:43:19.050
Shveta: You know, so they are here. It's a it should be a symbiotic relationship. So it works for you. It works for me.
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Shveta: So if, if you are really benefiting from the the the donation or the money or whatever that resources that I'm receiving as an NGO as a donor. I also want some visibility.
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Shveta: You know, so I also want to be recognized. I also want to be appreciated. You know, so sometimes NGOs feel of key. You know, it's too much of a burden to when it's too much of a burden to invest time this or investing
00:43:47.850 --> 00:44:01.740
Shveta: Investing 30% of my time doing this I can spend 30 15% better, to which the donor is important for you. You know, you have to make that statement that much important
00:44:02.670 --> 00:44:14.580
Shveta: So if you only look at a donor as money money money in dollars and pounds and euros, then it will reflect in a point in time. But if you really value donor as as a partner as a key stakeholder
00:44:15.030 --> 00:44:30.210
Shveta: Then it should also reflect in how we make them feel like a key stakeholder in our, in our work. So yeah, broadly, I think, yeah, this is what I feel are reasons why we are not able to sometimes retain known as they could be many others. But Dr. Brody, I could think of.
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mayura: It. I think those are very
00:44:32.880 --> 00:44:34.800
mayura: Some very valuable nuggets there for
00:44:35.250 --> 00:44:56.640
mayura: The NGOs and I think what I got. Most out of what you said is, don't read donors like cash comes build a symbiotic mutually beneficial relationship with them and value that relationship, right. So now that we've seen what the issues are and the challenges are
00:44:57.930 --> 00:45:11.790
mayura: What do you think it takes to manage donors successfully, I think you've already touched upon a lot of points, but if you have to say the top three things that an angel must do for a successful donor in your relationship, what would they be
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Shveta: I think a lot of our participant organizations would actually be ninjas at that
00:45:18.240 --> 00:45:27.840
Shveta: They would know because they're really doing that work. So I'll add my two bits to it. So I think one thing that I learned, especially from my own boss is
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Shveta: An over the years is how important it is to have multiple points of contact in non owner agents.
00:45:37.110 --> 00:45:48.780
Shveta: You know, so sometimes you know you may know like your program officer who may be a person in a position of command and everything, but if you know only one person in that agency.
00:45:49.770 --> 00:46:01.650
Shveta: What if that person just leaps, dude. Whatever reason and the person does not even get time to do a proper hand over or introduce you to somebody else. It could be any of these. And then what happens
00:46:02.940 --> 00:46:13.410
Shveta: And then you're just left thinking and worrying. Now what do we do now. Where do I start again. I didn't know anybody else. So I think one of the very important things which we forget
00:46:13.950 --> 00:46:30.150
Shveta: If even if we are building relationship we must look at connecting with more than one person in the agency, you know, so that you have one more point of contact, just in case you know. So that's one thing and
00:46:31.980 --> 00:46:47.250
Shveta: Wanting more that I've learned is that it's also, it may be useful to look at your donors so. So one thing is that we all know that if I go out today and start scouting for donors and start trying to find somebody. It is not that it will translate into a
00:46:48.330 --> 00:46:54.960
Shveta: Quick Association, like in a matter of days, sometimes bringing a donor on board takes days, months, weeks years
00:46:55.440 --> 00:47:04.350
Shveta: You know, so you have to continue. So that will always be some donors or will be like your long term some donors who will be like short term, you know, so
00:47:05.220 --> 00:47:18.090
Shveta: It's good to have a kind of a base, but I think it's also very important to have some patience and to have a good mix of the news.
00:47:18.570 --> 00:47:28.770
Shveta: They will always be some who will support for a year or two, but if you want, having an ongoing program. So it's always good. So the moment you get one donor don't
00:47:29.340 --> 00:47:39.210
Shveta: Don't get swayed and sit back, but he's not looking that okay how can I secure for the next five years. This is secured for two years. What happens to the next thing.
00:47:39.570 --> 00:47:53.880
Shveta: So constantly thinking like that will be consumed and I think one more thing that I have already shared and I don't think it will. I think it can be emphasized as much as possible as means demonstrate gratefulness to domes, you know,
00:47:54.060 --> 00:47:55.560
Shveta: So when we
00:47:56.340 --> 00:48:01.080
Shveta: When we express that when we share this with them. It breeds a lot of trust.
00:48:02.070 --> 00:48:09.480
Shveta: You know they they really trust you, you know, and the good thing about is that if we are able to build that kind of a good relationship.
00:48:09.930 --> 00:48:18.630
Shveta: With the one donor, you know, things move through word of mouth a lot. And trust me, when one donor talks good about you to another donor.
00:48:19.590 --> 00:48:35.190
Shveta: Half the times they will not even come to see your organization because they trust that don't have more and they would probably be trust that donors credibility, you know, criteria or their stringent processes far more than what you and I, collectively, don't think so I'm
00:48:36.390 --> 00:48:48.000
Shveta: Saying, thank you. Maybe multiple times in a year, of course, when they taught at the products and the wisdom. We can't just go overboard saying thank you. Thank you. Thank you. That would be useless but maybe also creating like
00:48:49.470 --> 00:48:50.880
Shveta: A communication plan.
00:48:52.320 --> 00:48:58.710
Shveta: He how often what frequency what so preparing like you know content for the year.
00:48:59.010 --> 00:49:11.100
Shveta: That you know so. Okay, so maybe once in months in the quarter we want to send this out, or once a month, we want to share this or once in two months, we want to do a call or maybe we want to use technology. So, you know, you can use
00:49:11.910 --> 00:49:19.560
Shveta: Some what via video thing when you're going to the community. If it is convenient with the toner. So there are multiple ways. So, but
00:49:21.450 --> 00:49:28.500
Shveta: Having a plan. I think will be very helpful. And once again, I would say that, please be transparent.
00:49:29.520 --> 00:49:40.500
Shveta: Donors really appreciate you know organizations that are transparent if you're able to go back and say, like, I remember. So in my organization. So one of the most important on
00:49:40.800 --> 00:49:52.200
Shveta: Market disruptive technology came out after we spent hundreds and thousands of dollars in total failure of a pilot project, but we had the courage to go back to the donor and say, you know, we failed.
00:49:53.310 --> 00:50:01.560
Shveta: Owner was so happy. He said, If you tell me why you failed you analyze, give me the reasons. And if you think you can do it again. I will find you again.
00:50:02.070 --> 00:50:11.550
Shveta: And the donor funded again and we could make it a success. So the donor became like a co partner a co thinker in by the field. What we can do better.
00:50:12.000 --> 00:50:23.070
Shveta: So I think that was brilliant in building trust. Also, and we were able to create a successful program thereafter. So yeah, this is what I feel. I could add to this particular topic.
00:50:25.320 --> 00:50:43.620
mayura: So now that we've looked at it from an angels perspective. Let's look at it from a donors perspective. So what do you think a donor expects you know from an NGO that they're supporting what makes them stay and what makes them want to leave in your experience.
00:50:45.150 --> 00:50:45.690
Shveta: I think
00:50:47.400 --> 00:50:52.680
Shveta: See any donor comes on board because they believe in you.
00:50:54.150 --> 00:51:03.900
Shveta: They believe in your work. They believe in your passion. They believe in your commitment and they really believe that you can make a difference.
00:51:04.950 --> 00:51:05.820
Shveta: In what you do.
00:51:07.080 --> 00:51:17.220
Shveta: So the donor comes on board because they believe in your project and they believe that when you are saying that we will deliver this we will do this you will do it.
00:51:18.510 --> 00:51:21.780
Shveta: So I think one of the key reasons why your donor comes on board is
00:51:22.020 --> 00:51:23.640
Shveta: They can feel your passion.
00:51:24.150 --> 00:51:41.520
Shveta: They connect with what you're doing, they, they, they feel that through whatever you are doing, you are bringing about a change a social change, which may be over a period of time can become a sustainable change. So it is very important for us. So a donor is looking at
00:51:42.570 --> 00:51:52.860
Shveta: So this organization made this commitment when they submitted the proposal for example, or when they asked for the funding. So are they delivering what they promised.
00:51:53.700 --> 00:52:11.700
Shveta: A demo and the deliverables are again so financial related compliance related, those kinds of things and audit and stuff and program result oriented deliverable. So both are equally important. And if I were a donor, I would look at both these aspects.
00:52:12.870 --> 00:52:19.500
Shveta: And I would want. So when we say program result in a program so
00:52:20.790 --> 00:52:27.600
Shveta: If you are kind of starting a project, you know, so if it depends on what kind of conversation and dialogue and interaction we have the donor.
00:52:28.200 --> 00:52:36.990
Shveta: Because when we are starting out with the pilot or starting out with the project even donors know that in a span of six months or one year, we can't really look at an outcome.
00:52:37.710 --> 00:52:45.420
Shveta: No matter what we write enough purposes. So even if the donor is able to see the emergence of a pathway of change.
00:52:46.170 --> 00:52:54.810
Shveta: Sometimes even that is something that they kind of feel that this is bringing them to change so yeah a lot depends upon what we commit
00:52:55.500 --> 00:53:03.390
Shveta: And they are definitely looking at how much we can deliver because let's not forget, even the donors are accountable.
00:53:03.930 --> 00:53:11.970
Shveta: They may be accountable to their back donors, they may be accountable to the foundations, they are working. So they need this information, not to bug you.
00:53:12.600 --> 00:53:21.600
Shveta: But they need this information because they also have accountability to do you know and as a donor, I would say that I'm also looking at visibility.
00:53:22.200 --> 00:53:26.430
Shveta: So can you do you acknowledge me at different platforms.
00:53:26.940 --> 00:53:36.330
Shveta: So like you were talking about the use of social media or you were talking about. So, how we are really giving them that visibility and that acknowledgement is something that also makes a difference.
00:53:36.630 --> 00:53:45.360
Shveta: And one very important point as a donor. I feel so one is aspect of sharing case studies and success stories and finding unique ways
00:53:46.860 --> 00:53:55.590
Shveta: But one is also sharing that how the money that our donor is giving how we are leveraging that money to bring about change.
00:53:55.830 --> 00:54:05.460
Shveta: So for example, in our organization. So we do this thing off. So if the donor is giving status or every dollar. What is that, how much is that every dollar leveraging
00:54:05.820 --> 00:54:19.560
Shveta: In terms of social capital in terms of financial capital and ultimately what value it is creating in the lives of the farmer in the lives of community. So is there a multiplier effect in the economy. So if we are able to really showcase
00:54:21.210 --> 00:54:33.870
Shveta: These aspects. This is what will I think really piece or do not because that makes it on a feel that this organization is really great justice to the the funding that we are making or whatever contribution that is making
00:54:34.890 --> 00:54:35.280
00:54:35.850 --> 00:54:38.760
mayura: So if I have to encapsulate what you said.
00:54:39.300 --> 00:54:43.830
mayura: In three words. I think it would be commitment of the NGO
00:54:45.060 --> 00:54:57.180
mayura: Credibility of the NGO and competence in their field. And there is this common thread running in every one of sweaters responses which is showing your gratitude to the donor.
00:54:59.340 --> 00:55:05.340
mayura: So acknowledgement, I think, is at the top of everything you do in terms of donor man the relationship management.
00:55:06.060 --> 00:55:11.910
Shveta: Yeah, because I think that we should not have sometimes we look at the owners are giants, you know, for their people.
00:55:12.630 --> 00:55:18.510
Shveta: That actually. So we are talking about of people to people interaction. So like we would want appreciation and
00:55:21.210 --> 00:55:23.700
Shveta: So yeah, I think that's how we have to look at it.
00:55:24.300 --> 00:55:26.010
mayura: So let's look at technology now.
00:55:26.100 --> 00:55:28.110
mayura: So there is, there are like
00:55:28.680 --> 00:55:33.480
mayura: Hundreds and thousands of solutions available today that nonprofits can use
00:55:34.860 --> 00:55:45.300
mayura: That in your experience, you know, in the angels that you have worked in. What role has technology played in donor relationship management, without taking names of the runner.
00:55:45.450 --> 00:55:58.020
Shveta: Absolutely. So I will talk as a more broader range kind of usefulness than specific things. So I think, definitely. So when we're talking about financial management technology is a big thing. So
00:55:59.310 --> 00:56:07.410
Shveta: Tally and so many other software's that are existing today are very important. And so why use daddy, because that's mandated by the government has to be used.
00:56:07.710 --> 00:56:16.170
Shveta: So, and several other software's are available that help us trace the track the entire paper trails, etc. So everything that we need from auditing purposes.
00:56:16.560 --> 00:56:23.790
Shveta: I think we should make use. There are lots of success. And I think they should be used to really make our lives easier then even are there are
00:56:24.240 --> 00:56:35.820
Shveta: Several other technologies that we are also what we are using in our work because we work with farmers and everything. So a lot of these are so like they're using, you know, geotagging GIS. This is something
00:56:36.330 --> 00:56:41.610
Shveta: Of course it is discussed with each toner because there is an expense to it. So there okay when we do it.
00:56:42.030 --> 00:56:52.200
Shveta: And but in an instant. It's like gives a view to the donor. So, you know, you can just log on and you can see, okay, this is the farmer field. And this is where the farmer is going so it's creating transparency.
00:56:53.190 --> 00:57:01.680
Shveta: Then within the organization. Also, we all use the RMS etc, which are very useful. So we like, we have developed an internal software for
00:57:01.950 --> 00:57:14.220
Shveta: Tracking donors, you know. So tracking the timelines reporting timeline, so it sends out the hello to everybody at a time to the concern people that this report is to you what this compliance is coming up. So I think
00:57:14.940 --> 00:57:22.740
Shveta: These are also owner management's office. So these are very useful and they must be used. Of course, there are several other software's that
00:57:23.160 --> 00:57:31.830
Shveta: We use for maybe creating newsletters and those kinds of formats for reporting mechanisms which are also there. And I think they must be used, but we should
00:57:32.580 --> 00:57:46.230
Shveta: Be logical, we should think what we need and then pick because there is no dearth of these technologies available in the market. So we must see what we need, we must see the usefulness and then see make that
00:57:46.740 --> 00:57:55.080
Shveta: So like that marriage happen only there is suitable for each other. Let's not just jump and go and take based on other people's experience. So, yeah.
00:57:56.910 --> 00:57:57.300
00:57:57.810 --> 00:58:04.770
mayura: So we will get to our technology soon with us or CRM and wounds and he was exactly how to use technology.
00:58:05.250 --> 00:58:12.780
mayura: In the department. But before that, I think I'd like to touch on two more important concepts. One is most NGOs have
00:58:13.650 --> 00:58:24.690
mayura: Two kinds of major donors individual donors and corporate donors so they have to be managed differently or the relationship management has be approached differently. So can you talk a little about that.
00:58:25.560 --> 00:58:38.910
Shveta: Yeah, so I think they're different in their approaches. So corporate donors, they're coming through foundations, or for the CSR funding so they are all more aligned with the visibility.
00:58:39.930 --> 00:58:52.290
Shveta: They are more aligned. That's my experience my own experience and observation. So more aligned with the you know so PR stunts, etc. Would you respect but yeah that's the reality. So a lot of pop up based on
00:58:53.910 --> 00:59:03.660
Shveta: Funding is also, you know, in guys they want to plow back into their businesses, which is also a reality. So yeah, so I think their
00:59:04.200 --> 00:59:17.670
Shveta: Their demand and their need is more of largely but I have seen is especially a way to respect but a lot of Indian corporate funding our role more PR centric and more
00:59:18.390 --> 00:59:27.960
Shveta: Visibility oriented than real serious sustainable change kind of funding that's my experience with due respect,
00:59:28.530 --> 00:59:36.330
Shveta: And when we're talking about individuals and individual funding, then it is because it is individual. So I have personally seen that
00:59:36.870 --> 00:59:41.550
Shveta: Managing individual funding and donors is far more difficult because
00:59:42.270 --> 00:59:56.760
Shveta: It's more about an individual thinking process. So they may feel that, you know, do this and try this and if they have a perspective if they have an exposure. It's wonderful. You are lucky. But if they don't, then they can
00:59:58.020 --> 01:00:08.070
Shveta: To really make it very difficult sometimes for the organizations to function so striking that balance can be challenging because, in my experience, I've seen that.
01:00:08.550 --> 01:00:21.240
Shveta: And sometimes, so one or two times like, you know, I've also seen organizations let go of such individual artists, because they were finding it very difficult to align or to be able to respond to the needs of that owner
01:00:22.470 --> 01:00:32.010
Shveta: So it is challenging. So I think individual donors are a little more challenging or difficult to deal with that structured, whether it's corporate or institutional or
01:00:32.310 --> 01:00:40.410
Shveta: Whatever. That's what my experiences. I don't have much experience of individual donors so Bender chain will be inserting much. Okay.
01:00:42.810 --> 01:00:44.490
mayura: dentally the thought process is that
01:00:44.490 --> 01:00:47.100
mayura: corporate donors are more are harder to please
01:00:49.260 --> 01:00:52.890
mayura: That's the general perspective in deals having, you know, be blessed.
01:00:53.970 --> 01:00:56.490
Shveta: Read. That's a learning for me, I take that back.
01:00:57.930 --> 01:01:09.510
mayura: That's just, that's just the perception that I'm sharing with you. I think the important point that you made is that a corporate donor already knows what he's buying into before he makes the commitment.
01:01:10.590 --> 01:01:18.390
mayura: Whereas in the case of an individual donor, you have to make build that credibility and then by in over a period of time.
01:01:20.130 --> 01:01:24.060
mayura: That commitment is more instantaneous. In the case of an individual donor.
01:01:25.170 --> 01:01:25.350
01:01:25.860 --> 01:01:32.880
Shveta: We have to create it together, it becomes more of a collaborative, but it depends on easier to put an individual bubbles.
01:01:33.300 --> 01:01:44.880
mayura: Okay, so before we end this really insightful conversation. I think they can be a conversation today without acknowledging the poet pandemic. So let's acknowledge it here as well.
01:01:45.900 --> 01:01:54.390
mayura: So I think this whole abnormal situation that we are in has changed the way nonprofits function. And I'm sure it will change the way
01:01:55.620 --> 01:02:03.360
mayura: It will change the dynamics of their donor relationship management as well. So can you talk a little about that. How should NGOs approach.
01:02:04.500 --> 01:02:16.410
mayura: A donor relationship in the post for wait times, and I'm sure even at the whole ratio of that individual to corporate donors to government you know funding is all going to change.
01:02:17.460 --> 01:02:23.280
mayura: So how should they keep donors informed, how should they retain them. How should they keep them, you know,
01:02:25.680 --> 01:02:28.740
Shveta: Job. That's true. I, I agree, and
01:02:29.910 --> 01:02:39.630
Shveta: So like we were also talking and I was saying that. Yeah, it's not good. Well, but the thing is that because it's like a global pandemic, so we don't have to go all
01:02:40.230 --> 01:02:49.830
Shveta: Out and explain to people how severe it is or difficult to everybody understands what is it an X or not, it will the situation is. And obviously, because of this whole pandemic.
01:02:49.860 --> 01:02:55.860
Shveta: The focus and the attention of a lot of donors will change to health or
01:02:56.550 --> 01:03:09.990
Shveta: Lot of other secondary kind of issues that are emerging. So one is direct intervention in terms of the pandemic and all of that. One is that we're also seeing that there is a certainly higher or increase cases of putting off say
01:03:11.040 --> 01:03:18.570
Shveta: You know, domestic violence cases or the impact of is happy, having on children well being and health. So these are emerging issues.
01:03:19.050 --> 01:03:26.820
Shveta: But also there is definitely going to be a change perspective. But again, I would say that it's very important for us to sit back and think, well,
01:03:27.210 --> 01:03:32.820
Shveta: Because when we are talking about issues of domestic violence, a lot of funding may get diverted to these issues, but
01:03:33.210 --> 01:03:38.070
Shveta: If we really sit back and think, then, a lot of these issues are already existing in our society.
01:03:38.760 --> 01:03:55.230
Shveta: But they were in the garb of the social curtain or whatever they were kind of hidden and not so much out there, but because of the pandemic, or these things are coming out in the open. They are being reported. So I would again say that maybe we could look at, we need to
01:03:56.370 --> 01:04:04.500
Shveta: Review and analyze what is the shift in the paradigm for the drones and to really see
01:04:05.550 --> 01:04:21.540
Shveta: What narrative, the donor is following and then to see whether we are actually totally excluded from it or if we kind of evolve of it or if we kind of think little creatively can be fit in it or
01:04:22.680 --> 01:04:33.420
Shveta: So I think it may be a little too premature to say that all, everything is going, but it may rather be more wise and more rational to look at it.
01:04:33.990 --> 01:04:42.750
Shveta: And to understand it correctly, before reaching to a more conclusive kind of endpoint decision.
01:04:43.740 --> 01:04:57.660
Shveta: So maybe it's time for all of us to think out of the box to develop some divergent thinking to really see how we can evolve and shift our own narratives to see how fit and how we fit and with the don't have respect.
01:04:59.160 --> 01:05:08.820
Shveta: So I think, and this is something very dynamic. It may, it's very hard for anybody to actually comment on it right now because we are in a way, still in the middle of
01:05:10.020 --> 01:05:22.200
Shveta: You know, so yeah, we have to be alert. We have to be on our toes. And I think if we keep our eyes and ears open to a more outward and more out of the box thinking maybe we will be able to fit in somewhere.
01:05:23.430 --> 01:05:42.450
mayura: Right, but also considering that many NGOs have had to either stall their on brown services for now, they're not able to function on ground or they're changing their core services they probably moving to emergency services rather than the regular, you know, poor area.
01:05:44.130 --> 01:05:50.640
mayura: Again, do you think this has to be transparent. We communicated to the donors donors have to be kept in the loop.
01:05:51.780 --> 01:05:52.110
01:05:52.320 --> 01:06:03.420
Shveta: Absolutely will agree with that, because I would again say because of, again, this situation is not something that is unique to your working area only
01:06:04.350 --> 01:06:18.330
Shveta: This is something that is felt experienced and it has with everybody in every corner of the world. So if any NGO is now an organization wants to shift their focus a bit
01:06:18.810 --> 01:06:32.640
Shveta: And make it more comprehensive to include elements of emergency service. I, I have not come across any donor that is closing down to such. In fact, we have been receiving or whatever webinars we have been attending and
01:06:33.060 --> 01:06:42.420
Shveta: sessions that we have been attending my understanding is that donors are far more open to this idea. In fact, even the government is coming forward.
01:06:42.780 --> 01:06:49.830
Shveta: And they are also asking organizations to share if they are actually working directly and addressing and helping out
01:06:50.310 --> 01:07:04.380
Shveta: Towards this, you know, resolving or addressing the pandemic situation. So yeah, I think if we actually go back and report and share and ask, I am very positive that donors will be positive. This is
01:07:04.830 --> 01:07:19.800
Shveta: Based on the unseen the trends that are emerging. So based on attending different webinars or your interaction with donors and reading a lot of stuff that is happening. I see that organizations have donors are more open, including those of loot.
01:07:21.090 --> 01:07:23.820
mayura: Right. And most of the states, the government is asking NGOs to
01:07:24.060 --> 01:07:29.850
Shveta: share their data and everything and how they are supporting responding to the overtime.
01:07:31.980 --> 01:07:39.270
mayura: My that was a wonderful conversation. I'm sure the participants have learned a lot. I have learned a lot.
01:07:40.380 --> 01:07:44.940
mayura: And now I'd like to welcome back baby into the conversation.
01:07:45.330 --> 01:07:49.920
Shveta: Thank you so much. And when you're done before handing over. Oh, it was a pleasure.
01:07:50.820 --> 01:07:52.170
mayura: Thank you so much. Thank you.
01:07:53.970 --> 01:07:54.660
mayura: So much, David.
01:07:56.400 --> 01:07:57.180
Vaagdevi Ravishankar: Let my era.
01:07:58.110 --> 01:07:58.770
mayura: The Zoho
01:08:00.090 --> 01:08:02.790
mayura: CRM presentation, I'm sure the participants are waiting
01:08:04.680 --> 01:08:15.060
Vaagdevi Ravishankar: Absolutely. So thank you. Thank you for giving me this opportunity to be present and, you know, on behalf of Zoho CRM, especially
01:08:15.420 --> 01:08:20.850
Vaagdevi Ravishankar: At this time of animal like you brought up brought brought it up a lot of NGOs will need to be efficient.
01:08:21.510 --> 01:08:32.520
Vaagdevi Ravishankar: You know, good governance and efficient processes makes a lot of sense or it is more useful to NGOs, at this time, especially and during such a time, you know,
01:08:33.240 --> 01:08:43.500
Vaagdevi Ravishankar: Conducting something like this. And, you know, for all of us trying to improve the way engineers function, you know, I'm very happy to be part of this.
01:08:44.040 --> 01:08:51.210
Vaagdevi Ravishankar: Conversation, and thank you, sweetheart, for giving you know so many valuable insights and as a person who has worked with
01:08:51.900 --> 01:09:03.210
Vaagdevi Ravishankar: NGOs, it's really nice to meet you. And you know, everybody ends and it makes a lot of sense. If I'm from the product and from there in acknowledging
01:09:03.810 --> 01:09:07.800
Vaagdevi Ravishankar: To actually see how engines function and learn of their struggles
01:09:08.790 --> 01:09:19.710
Vaagdevi Ravishankar: Now I can put two things together. You know that problem is there and I have a solution. How can we can be usefulness of technology that is something useful for me.
01:09:20.370 --> 01:09:35.370
Vaagdevi Ravishankar: So thank you for so many valuable points without much further delay, I'll jump right into how those CRM, in particular can help a lot of NGOs optimize their options. Okay, so
01:09:36.270 --> 01:09:42.420
mayura: So that they be before you begin. I just want to make a point. So to all the participants here.
01:09:43.290 --> 01:09:45.060
mayura: Please share your questions on the chat.
01:09:45.060 --> 01:09:52.230
mayura: Feature whether they are meant for Zoho CRM or engine or for sweater or for me will take them up at the end of this presentation.
01:09:54.990 --> 01:09:56.160
Vaagdevi Ravishankar: Thank you so
01:09:57.510 --> 01:10:12.210
Vaagdevi Ravishankar: Gosh, wait, I mentioned we discussed a lot of points in theory or as concepts. So to everybody here will understand this particular slide, what is the donor lifecycle. So we are we have
01:10:12.960 --> 01:10:26.040
Vaagdevi Ravishankar: You know we are offering solution was a target group. And in order to do that we need resources. So people who volunteer their time, you know, you have you have you work with different sets of audiences and I want and girls and donors.
01:10:26.730 --> 01:10:27.420
Vaagdevi Ravishankar: who contribute
01:10:27.660 --> 01:10:38.160
Vaagdevi Ravishankar: Money. So in order to solve the problem of a target group you, you know, everything starts from building your pool of bonus. So you are maybe
01:10:38.700 --> 01:10:48.060
Vaagdevi Ravishankar: Conducting several campaigns or reaching out via online means to approach a set of prospective donors or zero donors that we call manger them so
01:10:48.930 --> 01:10:58.170
Vaagdevi Ravishankar: You have to build the set of dollars. It starts with a life cycle starts from there. How do you build donors and once you have a stream of bonus coming in.
01:10:59.190 --> 01:11:11.340
Vaagdevi Ravishankar: You know, they might contribute their first gift, as we call it, maybe on somebody's birthday. They make a donation and and then they might make a second gift and code. If you have to keep
01:11:12.480 --> 01:11:21.510
Vaagdevi Ravishankar: You know, keep them engaged with your NGO, and there is an ultimate giving where their contributions coming down and you should not let go off.
01:11:22.560 --> 01:11:30.720
Vaagdevi Ravishankar: Those donors. At that point, there are strategies you need to build to retain and recapture that donor and bring them back to this lesson so
01:11:32.310 --> 01:11:45.900
Vaagdevi Ravishankar: Your effort start right from building retaining and we capturing these donors and how do you do this like Shrek affected pointed out very nicely. You have to communicate with that relationship is all about.
01:11:46.950 --> 01:11:58.080
Vaagdevi Ravishankar: Communication being transparent being in touch, so that they don't forget you, right. So, and today, with the advent of social media and you know WhatsApp and so many
01:11:58.770 --> 01:12:08.580
Vaagdevi Ravishankar: channels of communication, your donors are present on multiple communication channels. In that case, social your engine. You should also be present, where you're doing as a person, so that you can go reach out to them.
01:12:09.150 --> 01:12:18.960
Vaagdevi Ravishankar: And, you know, communicate, maybe like she said acknowledge their effort. Keep them reminding keep reminding them about how much value they brought into the
01:12:19.440 --> 01:12:31.950
Vaagdevi Ravishankar: Lives of some beneficiary. So that is very essential because a very, very important point for retention and you know in subject. It's, you know, we all realize the importance of it. But when it comes to execution.
01:12:33.090 --> 01:12:43.140
Vaagdevi Ravishankar: You know what happens. That is what we're going to see. So to sum up, we can you know put a definition to it. This is a very simple definition I came across
01:12:43.680 --> 01:12:54.510
Vaagdevi Ravishankar: Donor relationship management is about thoughtfully cultivating relationships with new donors and stewarding current donors in order to maximize donor retention engagement and it
01:12:54.990 --> 01:13:03.060
Vaagdevi Ravishankar: Looks like a lot of thrown in. But for the, for the benefit of, you know, this you know some of the execution perspective that is
01:13:03.510 --> 01:13:12.870
Vaagdevi Ravishankar: From donor management relationship management implementation perspective, I will break this definition down. So we talked about cultivating donors so I could
01:13:13.590 --> 01:13:17.670
Vaagdevi Ravishankar: Put donor relationship management into five categories, when it comes to implementation.
01:13:18.300 --> 01:13:24.480
Vaagdevi Ravishankar: So it starts with acquisition where you go and put efforts in acquiring new donors.
01:13:24.900 --> 01:13:32.070
Vaagdevi Ravishankar: And stored in current donors is nothing but conversion. So you follow up with them, whether they are corporate donors are individual donors, if they are
01:13:32.370 --> 01:13:41.430
Vaagdevi Ravishankar: Reaching out to you with inquiries. You follow up with them, saying, you know, these are the services we provide this is how we make a difference if you have to follow up. That's very important. And
01:13:42.870 --> 01:13:53.790
Vaagdevi Ravishankar: Following up. And finally, converting them to contribute in donors so that will happen. And then once they start giving you have to retain such as you have to take extra
01:13:54.750 --> 01:14:07.770
Vaagdevi Ravishankar: Measures to make sure that they keep giving your NGO keep they keep realizing the value of contributing your engine. So that is where retention is important and how do you do all of this. How do follow up. How do you retain
01:14:08.940 --> 01:14:18.480
Vaagdevi Ravishankar: Maximizing donor engagement. That is what we call multi channel communication, which means your donors are present on multiple communication channels and
01:14:18.930 --> 01:14:28.920
Vaagdevi Ravishankar: Your engineer should also be present and reach out to your donors and convey your, you know, services or usefulness of what they did via these channels.
01:14:29.970 --> 01:14:41.430
Vaagdevi Ravishankar: And why are we doing on this in order to maximize your net investment. Why are we reaching offer dollars. Why are we taking time to communicate and maximise dollar investment. So that is your
01:14:42.030 --> 01:15:00.300
Vaagdevi Ravishankar: Ultimate goal and whether it is your volunteers time or your donated donated money, you have to, you know, once you get these resources you need to know manage them you don't have budget allocation assigning volunteers to certain job. So all of this resource management.
01:15:01.320 --> 01:15:02.310
Vaagdevi Ravishankar: Happens in the end.
01:15:03.420 --> 01:15:15.690
Vaagdevi Ravishankar: So it starts from acquiring a donor converting them retaining them following up and building the trust and relationship with them via multiple communication channels in order to
01:15:18.420 --> 01:15:25.770
Vaagdevi Ravishankar: Manage resources such as their time and money. So these are the five broad categories. And let's see.
01:15:26.460 --> 01:15:46.650
Vaagdevi Ravishankar: What tools you can deploy to get this done. What does you deploy to acquire donors or engage with them. So currently, so just because I'm from a CRM, you know, company. I'm not going to, you know, hate spreadsheets, I'm trying, but every tool has a certain threshold. Right.
01:15:47.910 --> 01:15:49.890
Vaagdevi Ravishankar: You can use it for a certainty.
01:15:50.970 --> 01:16:07.260
Vaagdevi Ravishankar: Spreadsheets are not not bad at all. But if you if you are having a very small set of donors that only so much spreadsheets and you can definitely keep a track of things. There's database columns and rows of, you know, very simple, but what about
01:16:08.400 --> 01:16:18.900
Vaagdevi Ravishankar: Automation. What about certain cases where you need a process or, for example, take this point of too many applications and silos. What does this mean
01:16:19.530 --> 01:16:28.200
Vaagdevi Ravishankar: Let's say you have your email in your Gmail account you have WhatsApp and social media and all your donor details are tracked in a spreadsheet.
01:16:28.740 --> 01:16:37.950
Vaagdevi Ravishankar: In this case, you have many applications that are living in different words. Now let's say somebody say my you guys are donor and she
01:16:38.550 --> 01:16:43.140
Vaagdevi Ravishankar: Contacts me asking what happened to her donation know via Twitter.
01:16:43.740 --> 01:16:50.520
Vaagdevi Ravishankar: Now I don't know who my eyes right now if I have if I approach only Twitter right so I could go back to my database.
01:16:50.850 --> 01:17:00.930
Vaagdevi Ravishankar: Look at what my daughter has contributed, you know, follow up on what has happened to the information and then get back to my era via Twitter or email. So all this back and forth.
01:17:02.250 --> 01:17:09.690
Vaagdevi Ravishankar: Is happening because your applications are living in different worlds. The solution is an integration where all of this can be
01:17:10.260 --> 01:17:20.280
Vaagdevi Ravishankar: Tracked in one place, right. So these are some points that spec sheets are definitely missing. So when you realize that the tool that you're currently using.
01:17:20.700 --> 01:17:33.450
Vaagdevi Ravishankar: May not really help you scale up or if it is good enough for your current requirements, great, but if not, and especially at a situation like this, it's, it's a good time to see what else is available out there.
01:17:34.290 --> 01:17:46.500
Vaagdevi Ravishankar: You know, if your current tool is not on par with existing solutions. It's worth the effort to go and find out what is available and then make a choice. So, that is why I have, you know, Mr downs. He was as this and
01:17:47.220 --> 01:18:04.980
Vaagdevi Ravishankar: And this is where I see it as a picture. So it's okay if you don't really understand the pictures right away. I'll explain. But here's a sneak peek of what Zoho CRM looks like. So here is a place where I just it's a snapshot of a report that you can in insight that you can draw
01:18:06.660 --> 01:18:11.130
Vaagdevi Ravishankar: For example, you can organize your database, the way you want, and then draw insights
01:18:11.700 --> 01:18:20.880
Vaagdevi Ravishankar: So I have a report on funds that we have received as an example. And here on the right is a fundraising campaign, the details of a campaign.
01:18:21.360 --> 01:18:26.400
Vaagdevi Ravishankar: And an update all this further, and here is set of customized forms, for example.
01:18:27.150 --> 01:18:36.870
Vaagdevi Ravishankar: You can customize the CRM for your requirements. Here I have a fund type that is received in full load instrument most corporate donors go for installment one
01:18:37.800 --> 01:18:46.890
Vaagdevi Ravishankar: Order reimbursement models. So if you have such data types that you have to track you can customize these forms to get what you want.
01:18:47.340 --> 01:18:57.270
Vaagdevi Ravishankar: And here I have a donor type individual or corporate. So, like this you can customize this application. The way you read it. So this is just a sneak peek into CRM. So there's some
01:18:58.410 --> 01:19:10.050
Vaagdevi Ravishankar: Seattle really just looked at five broad categories that constitute donor relationship management like acquisition engagement retention. So under each of these categories.
01:19:10.500 --> 01:19:21.840
Vaagdevi Ravishankar: We have solutions in a CRM. So we talked about acquiring bonus. How do you acquire donors. How do you make sure that you don't lose out on a donor who is interested in your energy.
01:19:23.100 --> 01:19:30.720
Vaagdevi Ravishankar: We have inbuilt web forms that you can create from Zoho CRM and then publish this on your website and people who are filling
01:19:31.290 --> 01:19:40.500
Vaagdevi Ravishankar: Their details on the site will now be trapped inside CRM directly and you can track your campaigns, so that several times I explain this in
01:19:41.460 --> 01:19:51.270
Vaagdevi Ravishankar: A bit, but the main takeaway from this is that a CRM, especially Zoho CRM offers solutions and the each category that is important in
01:19:51.630 --> 01:19:57.510
Vaagdevi Ravishankar: Donor relationship management. So you acquire donors via web forms and campaigns, you
01:19:57.960 --> 01:20:07.200
Vaagdevi Ravishankar: You know, set activities for you to follow up with them without free CRM itself will remind you of, you know, activities that you have to do in order to follow up with them.
01:20:07.950 --> 01:20:19.080
Vaagdevi Ravishankar: And there are built in features to convert these donors to contributing donors and there is a facility where you can integrate multiple communication channels. This is what I talked about, about
01:20:20.340 --> 01:20:32.340
Vaagdevi Ravishankar: Applications in silos know all your phone live chat social media, email, all of this can live in one world, which is a CRM so you will have your donor details as well as communication details.
01:20:33.540 --> 01:20:41.430
Vaagdevi Ravishankar: So this is easier for you to engage with your donors. So you'll have better context of what their donation is and what your communication skills.
01:20:42.270 --> 01:21:01.920
Vaagdevi Ravishankar: And you can be processes you like Jamaica pointed out, it's good to have a plan or your own have a plan on how you're going to communicate with them, have a process and that process for attention can be fed into this year. So, and of course we have resource management, where
01:21:02.970 --> 01:21:03.570
Vaagdevi Ravishankar: You can
01:21:05.190 --> 01:21:14.580
Vaagdevi Ravishankar: Track donor beneficial relationship you have multiple stakeholders right now what donors your volunteers and vendors. So all these audiences can be
01:21:15.540 --> 01:21:28.950
Vaagdevi Ravishankar: You know, maintained as separate lists in your CRM and you can track those details as well. You can allocate funds, you can do significant reporting for instance you run a couple of campaigns on decoded awareness campaigns.
01:21:30.210 --> 01:21:45.690
Vaagdevi Ravishankar: You send an email and then maybe in the past you had a storm just want to see which campaign is performing better by looking at the number of donors that it has generated. So you need you need six months down the line you can generate a report.
01:21:46.950 --> 01:22:03.300
Vaagdevi Ravishankar: You know, on campaign versus donors to see which campaign has performed better so that you invest your time and efforts in that particular. So this is a quick simple example. There are so many other insights that you can draw from, you know, reports inside. So, you know,
01:22:04.560 --> 01:22:16.590
Vaagdevi Ravishankar: I hope you'll get a hang of what the CRM console. So there are different categories of efforts in donor relationship management and under each category you have multiple solutions.
01:22:17.250 --> 01:22:27.750
Vaagdevi Ravishankar: You can implement you know CRM. Right. So I would say if I have to look at. We do offer you the benefits of Zoho CRM for nonprofit organizations.
01:22:28.140 --> 01:22:37.530
Vaagdevi Ravishankar: But I'm really it's a cloud application, which means you can access it anytime, anywhere. Every lot of cloud applications, etc. So I think this is a very familiar point
01:22:38.070 --> 01:22:51.300
Vaagdevi Ravishankar: And you, there is a benefit of Zoho ecosystem where, say you have subscribed, or you are using the CRM and campaigns is an email marketing software. So if you have percent 70 miles in one shot.
01:22:51.840 --> 01:23:03.870
Vaagdevi Ravishankar: Integrating CRM with campaigns it easy because it comes from one vendor like this Zoho offers multiple like finance suite. You want to use it for audit.
01:23:04.650 --> 01:23:19.380
Vaagdevi Ravishankar: And any other financial means you can respect financing. So there are multiple products from one vendor, and that makes integration seamless. So you have the benefit of visible ecosystem. And there is also the mobile app. So if you have to have
01:23:20.760 --> 01:23:27.990
Vaagdevi Ravishankar: To work on the move. You have site visits or groundwork, you can take the mobile app with. You don't have to rely on the desktop.
01:23:29.190 --> 01:23:41.340
Vaagdevi Ravishankar: And this the item comes with extensive automation and customization capabilities you can automate several activities and you can customize it the way you want personalized application for your NGOs.
01:23:42.360 --> 01:23:53.820
Vaagdevi Ravishankar: And that also integration possibilities with third party systems. For instance, you want to push this data engine that is possible with the help of either APS and there is
01:23:54.450 --> 01:24:05.640
Vaagdevi Ravishankar: This product as an any CRM, let alone Zoho any CRM focuses on building relationships with an audience. So the tools that are already available.
01:24:06.420 --> 01:24:21.930
Vaagdevi Ravishankar: Help you do that, you know, whether it is for degeneration or retention or, you know, constant email the tools are designed for building relationships and that is where the one that is what helps with NGOs and that also
01:24:23.070 --> 01:24:24.660
Vaagdevi Ravishankar: Benefits of process streamlining
01:24:25.710 --> 01:24:26.430
Vaagdevi Ravishankar: And I'll come to this.
01:24:27.570 --> 01:24:39.120
Vaagdevi Ravishankar: Right. These are broadly the benefits of CRM for profit organizations, and I would like to end with a quick CRM flow that we have fun, enjoy. So
01:24:39.840 --> 01:24:51.210
Vaagdevi Ravishankar: Let's just assume that little drops is an NGO that you know organizes funds and takes care of the education and health care for a bunch of children, you know, very simple example.
01:24:51.690 --> 01:25:03.210
Vaagdevi Ravishankar: On how CRM can be leveraged for energy. So, and in context of what we just saw how it how you can acquire donors build relationships with them retain them and
01:25:03.840 --> 01:25:13.470
Vaagdevi Ravishankar: Manage resources in this context. Let's look at the flow for me because I believe that seeing, seeing is believing is something
01:25:14.310 --> 01:25:24.150
Vaagdevi Ravishankar: All of us know, so I'd like to show what it is like or, you know, give you a quick hang of what the application is like in the Indian context.
01:25:24.750 --> 01:25:44.910
Vaagdevi Ravishankar: So we talked about donor acquisition. Right. So this is a quick form that you can create from those CRM and put it out on your website you can customize what you see on this one first name, last name, email company or any other details that you would like to receive from your
01:25:45.930 --> 01:25:53.580
Vaagdevi Ravishankar: Prospective donors or zero dollars right so now I after we build this for my career on the site.
01:25:54.330 --> 01:26:01.260
Vaagdevi Ravishankar: Let's say there are 10 people who fill it and now those 10 people are not trapped inside a car. So here
01:26:01.770 --> 01:26:16.530
Vaagdevi Ravishankar: I now have a list of different people who might be interested in contributing to my NGO, now is the time for me to follow up on what or how they can help right and you don't want to forget calling anybody or
01:26:17.670 --> 01:26:25.410
Vaagdevi Ravishankar: You know miss out on follow ups because follow ups are very important if you don't follow, you're going to miss somebody right so
01:26:26.130 --> 01:26:33.450
Vaagdevi Ravishankar: In order to avoid that you have the facility to shadow calls or tasks or any kind of activity that
01:26:33.840 --> 01:26:40.530
Vaagdevi Ravishankar: Or any kind of follow up activity. Here is an example where I have scheduled a call with somebody called Cheatham, and
01:26:41.100 --> 01:26:52.860
Vaagdevi Ravishankar: You know, I put the date and I have given myself a reminder 10 minutes before so so that all these activities are associated with this doughnut. So in one day you'll know
01:26:53.460 --> 01:27:01.470
Vaagdevi Ravishankar: Who the donors, what their interests are and what are the associated activities with them and CRM will also remind you about
01:27:02.520 --> 01:27:03.930
Vaagdevi Ravishankar: Them. So, you know,
01:27:04.980 --> 01:27:09.060
Vaagdevi Ravishankar: Efficient you follow up with your donors that are generated and
01:27:09.690 --> 01:27:17.550
Vaagdevi Ravishankar: This is the point where you convert them to contribute in bonus. So you may have a list of zero donors and contributing zero donors means that
01:27:17.850 --> 01:27:22.020
Vaagdevi Ravishankar: That's a pool of or a list of people that you have to constantly nurturing for know
01:27:22.740 --> 01:27:33.780
Vaagdevi Ravishankar: And once they have agreed or they're going to make a first gift that's when you convert them to contribute in donors and in the system itself you can enter the fun details.
01:27:34.230 --> 01:27:40.800
Vaagdevi Ravishankar: The type of fun. This is a form that you can customize this way. All right, so now you have converted them to
01:27:41.280 --> 01:27:54.510
Vaagdevi Ravishankar: Contribute in bonus. And now let's say after they make a contribution, you want to thank them. You don't have to run back to your email application. You can email them from CRM itself. So you have the context of
01:27:56.100 --> 01:28:09.750
Vaagdevi Ravishankar: You know the donor context when this donor was generated how much they gave all of where they are from all of this in the CRM right you have all that information in the CRM and right from the CRM window, you will send them an email.
01:28:11.100 --> 01:28:22.470
Vaagdevi Ravishankar: Okay, so that way it is context, you know, we have solved the problem of applications living in silos. Now they are all missing when you can send out an email, you can call them, you can
01:28:23.250 --> 01:28:33.060
Vaagdevi Ravishankar: You know, post or tweet to their profile. All of this from one window. So the. This is possible because CRM allows integration with multiple communication channels.
01:28:34.290 --> 01:28:47.730
Vaagdevi Ravishankar: You can also send. So there are some Belton options. You can also have access to this is an extension that I added if you want to send SMS on WhatsApp but SMS on one sec. You can even do that from this
01:28:48.960 --> 01:29:03.210
Vaagdevi Ravishankar: So this is an extensive set of pre available templates which you can customize. Here I have said awareness can go China, you can be. You can change this photograph. There are templates that are available, you can. So, for example,
01:29:04.290 --> 01:29:14.490
Vaagdevi Ravishankar: I want to thank every donor right after I received a gift. I don't have to graph that email every time I can only create a template and choose this template and send it to them.
01:29:15.840 --> 01:29:16.200
Vaagdevi Ravishankar: All right.
01:29:18.090 --> 01:29:25.920
Vaagdevi Ravishankar: Here is another interesting part. Now, we talked about sending an email manually. Right. I have to select that particular record.
01:29:26.640 --> 01:29:38.340
Vaagdevi Ravishankar: Click the email template and it's going to make it even easier, not a template by itself makes it easier to make it even easier you can automate it. You don't even have to click it and send it
01:29:39.000 --> 01:29:56.760
Vaagdevi Ravishankar: Manually, you can set some triggers by which in the end of it. The system is going to start sending the emails by itself. So according to this example I have automated acknowledgement email like you know trader pointed out, it's important to thank
01:29:58.080 --> 01:30:03.630
Vaagdevi Ravishankar: You know, call, make sure that you don't miss out on thinking anyway. So even if you forget the system will thank you.
01:30:04.020 --> 01:30:12.090
Vaagdevi Ravishankar: So how can that be done, you can create a rule that says every time a current donors created that is a contribution is made send out an email for
01:30:12.930 --> 01:30:26.820
Vaagdevi Ravishankar: thanking them for their friends that acknowledgement email will be sent to them automatically. You can also filter out conditions, but that's just details. The idea is that you can automate certain routine activities in a car.
01:30:29.040 --> 01:30:35.880
Vaagdevi Ravishankar: And you can also organize data. So for example, we talked about little drops taking care of education and health care for the students.
01:30:36.240 --> 01:30:48.480
Vaagdevi Ravishankar: So there are the donations that you would receive for each of these lines of service. So you can have a master list of funds or categorize them based on the line of service education and healthcare say
01:30:49.800 --> 01:31:07.290
Vaagdevi Ravishankar: an NGO so to me that's multiple we have for elevate water conservation a frustration or MS terms and waste management and all that. So for such an engineer you have multiple lines of service. I say, while you're any injury that has multiple service lines, you would need a
01:31:08.520 --> 01:31:14.010
Vaagdevi Ravishankar: facility where you can organize this data and you can do so by organizing this list views.
01:31:15.630 --> 01:31:16.350
mayura: And and
01:31:16.470 --> 01:31:19.440
mayura: I need to interrupt, but I think out of time.
01:31:19.710 --> 01:31:22.470
Vaagdevi Ravishankar: Oh, I'm so sorry I'm actually wrapping up
01:31:24.720 --> 01:31:25.980
Vaagdevi Ravishankar: And so
01:31:27.210 --> 01:31:29.160
Vaagdevi Ravishankar: So here is another example of
01:31:31.110 --> 01:31:40.230
Vaagdevi Ravishankar: Campaigns that you can track the CRM and significant reporting, like I mentioned, which campaign is doing better. So from this particular report.
01:31:40.380 --> 01:31:40.680
01:31:42.660 --> 01:31:43.350
Vaagdevi Ravishankar: I can conclude
01:31:47.580 --> 01:31:52.890
Vaagdevi Ravishankar: That you can generate a number of any kinds of reports, based on the insights that you want.
01:31:55.050 --> 01:31:56.280
Vaagdevi Ravishankar: And finally,
01:31:57.960 --> 01:32:09.150
Vaagdevi Ravishankar: I would like to jump to this couple of points, you can use mobile app to even check into locations like if you have site visit, you can get a volunteer to
01:32:09.600 --> 01:32:22.290
Vaagdevi Ravishankar: Go and inspect or, you know, take out their assignment on a site and they can check in you the records of somebody having visited the site is also present in this era where the mobile app chicken.
01:32:23.610 --> 01:32:31.740
Vaagdevi Ravishankar: And this might be an overwhelming. At this point, but the possibility is that this is a process streamlining
01:32:33.360 --> 01:32:44.160
Vaagdevi Ravishankar: You know benefit there like Shannon mentioned there is a struggle with respect to governance, what should you do, how can you know what, at what point in somebody
01:32:45.600 --> 01:32:57.450
Vaagdevi Ravishankar: Screwed up with the budget, but that will not happen in this case, once you have keyed in a process and you know you're getting all your users to follow that particular process. Now, then there's compliance and
01:32:58.080 --> 01:33:09.240
Vaagdevi Ravishankar: You know you can. You will have valid data in the system. So all of this is solid. Once you identify a process and cadences so what I'm just talking about, we are on possibilities.
01:33:10.470 --> 01:33:23.040
Vaagdevi Ravishankar: Know how it can be done should be a completely different. They already we have a lot of time and I'm sorry about it, but I'm just very eager to present the possibilities to so at the, at the end of it.
01:33:24.660 --> 01:33:28.620
Vaagdevi Ravishankar: You know what we saw is that CRM offers multiple
01:33:29.640 --> 01:33:37.800
Vaagdevi Ravishankar: You know solutions under each category of relationship management and I'd be happy to share the slide deck with all of you and
01:33:38.190 --> 01:33:44.970
Vaagdevi Ravishankar: You know somewhat pointers on how you can get started the pricing details are available on our website. You can take a look at them.
01:33:45.600 --> 01:33:54.510
Vaagdevi Ravishankar: And if you have any questions with respect to setting it up or questions with respect to whether this or that is possible in the system.
01:33:55.140 --> 01:34:10.620
Vaagdevi Ravishankar: You can always write to me, I must be happy to personally take you through what is required. I don't attempt. So that's appropriate for me. And thank you again for the opportunity. And I hope some of this has added value and
01:34:14.280 --> 01:34:18.210
mayura: That was wonderful. I can see you're really enthusiastic to share as much
01:34:19.320 --> 01:34:20.190
mayura: Because you're
01:34:20.730 --> 01:34:24.960
mayura: You're that but your presentation will definitely help. I will mail it across.
01:34:26.070 --> 01:34:26.460
01:34:27.150 --> 01:34:36.000
mayura: Shared her contact details so you can mail her and we will take up your questions for her. The end. Now it's time to welcome to future
01:34:37.110 --> 01:34:39.000
mayura: Dreaming, man. Thank you for your patience.
01:34:39.660 --> 01:34:40.080
01:34:41.520 --> 01:34:48.480
Manju: But it was a very good session. It gives a very clear picture of the flow that is followed for donors and
01:34:48.780 --> 01:34:51.180
Manju: The kind of communication that you can send from the system.
01:34:53.100 --> 01:34:57.720
Manju: Yeah, I will quickly start on gunjan because we are running out of time.
01:34:59.160 --> 01:35:03.900
Manju: Also traitor. We got a lot of good insight from you on on
01:35:05.010 --> 01:35:10.980
Manju: How to what does a donor expectations and how to bring in trust transparency to the donors.
01:35:12.090 --> 01:35:19.530
Manju: Bailey present virgin, I think we are. I'm going to focus on more on that and we'll see how we can help in some of those aspects.
01:35:20.580 --> 01:35:33.480
Manju: Though to just start with the engine of the product as a software product which is developed by commissioned by 20 Foundation, the foundation itself is a not for profit organization.
01:35:35.250 --> 01:35:39.780
Manju: So the, the software is solely for the purpose to be used by NGOs.
01:35:40.890 --> 01:35:45.420
Manju: I just give a broader view of the functionalities that vision offers
01:35:46.980 --> 01:35:49.950
Manju: At the core, we have our beneficiary module.
01:35:53.370 --> 01:35:57.420
Manju: Like to that you can register your beneficiary, you can record their
01:35:58.440 --> 01:35:59.820
Manju: Contact Details, you can
01:36:01.230 --> 01:36:08.610
Manju: Record their you can give the photo IDs and those kind of things. And also you can do impact assessment using the beneficiary module.
01:36:09.990 --> 01:36:16.530
Manju: Our biggest strength of the beneficiary module is also that it lets you record all the services that are
01:36:17.430 --> 01:36:30.870
Manju: That are offered by the NGOs. So for example, if you are in you in education space. The if you offer scholarships or if you give after school programs. Those could be the services and you could schedule the services using engine.
01:36:32.580 --> 01:36:37.980
Manju: And over a period at business history of what services that have been offered by
01:36:39.330 --> 01:36:41.670
Manju: The NGO to any beneficiary.
01:36:42.690 --> 01:36:44.430
Manju: And we have a volunteer module which
01:36:45.840 --> 01:37:00.450
Manju: Keeps track of all the volunteers to your organization and you can link up those volunteers to the activities that are being arranged at the that are required at NGOs or volunteering effort which was acquired it NGO, and then you could connect the volunteers.
01:37:01.680 --> 01:37:08.580
Manju: I'm going to take the dollar value investors in the next part, because that's the topic today.
01:37:09.840 --> 01:37:22.860
Manju: We also have so like shadow mentioning that we have. There are some what some functionality like compliance, which lets you manage all the statutory compliance is send you the reminders.
01:37:23.880 --> 01:37:24.270
01:37:25.680 --> 01:37:29.280
Manju: Some of the must have for NGOs.
01:37:30.510 --> 01:37:35.910
Manju: To keep a track of all, they should not because there are penalties if not followed
01:37:37.230 --> 01:37:38.100
Manju: We have a
01:37:39.810 --> 01:37:46.500
Manju: Program Management module which kind of which lets you track all your budgets.
01:37:48.480 --> 01:37:58.020
Manju: filling your timelines and then see how you're performing against those timelines and putting actual in so you know what is the deviation and you can correct that immediately.
01:38:00.150 --> 01:38:13.410
Manju: Now, apart from that, there are some you can manage your camps and programs and programs that you conduct for your organization. We have extension extensive reporting reports which are available in dashboard, which are available in the system.
01:38:14.430 --> 01:38:17.520
Manju: And you quickly move to donor module.
01:38:20.550 --> 01:38:25.500
Manju: So the donor module at the core brings in a lot of transparency to the donors.
01:38:26.520 --> 01:38:29.520
Manju: I show you how it is done through engine.
01:38:30.810 --> 01:38:42.000
Manju: So you every donors when you required when you kind of approach a donor to kind of talk and you want to raise funds, you can register those
01:38:42.960 --> 01:39:01.020
Manju: Young zero as David mentioned, you can register those donors into your system. This could be a part prospects, you could mark them as prospects and give them a unique ID and you could do a profiling capture their preferences capture what
01:39:02.310 --> 01:39:06.600
Manju: The special occasions for greetings and they're
01:39:08.490 --> 01:39:18.960
Manju: All the then you can start once you start converting the come to the prospect conversion to a donor, you can collect all donations and you can mark them against the donor.
01:39:21.930 --> 01:39:29.310
Manju: Then you can. So the, I think the strength is that you can now. So all the services that I mentioned. So
01:39:30.390 --> 01:39:38.880
Manju: For every beneficiary, you will have services that are given by the NGO, and now on the other side the dollar donations, which have been received by the NGO
01:39:39.240 --> 01:39:52.800
Manju: You can link up actually those donations to how the services are offered so so every service will have a cost to the NGO, and that costs can be linked up to the donations that are received by the NGO and
01:39:55.980 --> 01:40:05.520
Manju: And that gives you a utilization report gives you a chance to report how your money has been utilized and that can be sent to the donors, then
01:40:07.500 --> 01:40:10.410
Manju: We do have a data communication.
01:40:11.670 --> 01:40:14.760
Manju: channel so you can record all the communications that you have
01:40:17.190 --> 01:40:20.490
Manju: That have happened over with the donor to follow up to them.
01:40:21.660 --> 01:40:32.250
Manju: You can now send greetings on the special occasions, you can mark that comes with a pop up on the income to the listing on screen and then you can send communications to the donor using that
01:40:33.840 --> 01:40:47.010
Manju: You can provide impact reporting and utilization reports to the to the donors, they can clearly see how the money has been utilized and what is the impact that has created to the beneficiaries.
01:40:48.870 --> 01:41:04.410
Manju: We do have probably the, the provision to create a login for the donor. And so if you link up say all the beneficiaries that have been funded by using the funds that have been given by the doctor, you could give a log into the donor and then
01:41:05.640 --> 01:41:10.890
Manju: They can clearly map clearly see all the progress that has happened on the beneficiaries.
01:41:12.150 --> 01:41:14.220
Manju: To the beneficiaries over the period of time.
01:41:19.440 --> 01:41:29.820
Manju: By through this is from the perspective of bringing in a trance giving in transparency to the donor and giving them building trust with the donors.
01:41:30.900 --> 01:41:49.710
Manju: You can throw in a lot of insights from whatever data you collect so you could do categorization, you could say, what type of donors, they are and then you could say if if it is a donor who is a frequent donor, you could mark them as premium donors or some such categories.
01:41:52.050 --> 01:41:52.470
Manju: You can
01:41:55.290 --> 01:41:59.730
Manju: So like for you. So typically, our NGO will work.
01:42:00.810 --> 01:42:10.440
Manju: In one or two areas or more than that, but then they would create plans, under which they create they collect donations. So, this
01:42:11.820 --> 01:42:22.350
Manju: You think when you can find out what is your popular plan and what is working well and then focus on those plans to to offer to the donors so that you can
01:42:23.430 --> 01:42:33.780
Manju: Increase your funds collection or there's a feature to collect to you can send for any special campaigns, you can provision to send bulk communications to the donors.
01:42:35.010 --> 01:42:38.520
Manju: And show you in a bit. When I walk you quickly through the system.
01:42:39.570 --> 01:42:48.930
Manju: Then you could tag all your when you collect donations. You could tag them against any event, and then you know how popular. What kind of donations and from which
01:42:49.950 --> 01:42:58.020
Manju: Kind of donors I receive those donations, and then you can see how you can gauge the success or of the event.
01:43:01.020 --> 01:43:06.780
Manju: Now I quickly move to just showcase some of the features on the system.
01:43:45.840 --> 01:43:46.830
Manju: Can you see the screen.
01:43:49.500 --> 01:43:51.900
mayura: Yes, yes, we can see ya. Yeah, okay.
01:43:52.380 --> 01:43:54.240
Manju: I'm just logged into engine system.
01:43:57.810 --> 01:44:00.240
Manju: And I'm going to directly take you to the donor.
01:44:01.410 --> 01:44:02.010
01:44:04.740 --> 01:44:10.950
Manju: It's a very easy to use system kept simple to keep the NGOs in mind.
01:44:14.760 --> 01:44:17.430
Manju: So suppose you kind of your approach to
01:44:19.350 --> 01:44:29.100
Manju: Company for donations. So you could kind of, you could. So let's call it a C Corp. You start by giving a donor registration number
01:44:38.280 --> 01:44:45.810
Manju: Then you record all the personal details of all the details of all the contact contact people in the corporation.
01:44:47.580 --> 01:44:52.110
Manju: You can collect donations against each of those. So, you know,
01:44:53.130 --> 01:45:00.210
Manju: You can offer. Maybe you walk in and you offer various plans and the which you can collect donations. So it could be like education or are you if you are into
01:45:02.190 --> 01:45:06.450
Manju: Screening screening or fetch some such. So this is
01:45:10.170 --> 01:45:15.330
Manju: You can print a feat for the donor and email them to the system.
01:45:39.090 --> 01:45:46.500
Manju: So, you know, you receive ABC from ABC Corporation, how much amount and with what details with the ATT certification of the NGO
01:45:54.150 --> 01:45:55.200
Manju: Me a minute piece.
01:46:16.740 --> 01:46:17.370
mayura: And ahead.
01:46:18.990 --> 01:46:21.090
Manju: I just want to move to my screen. Yeah.
01:46:23.760 --> 01:46:30.810
Manju: And you could mark this special occasion for listing of whatever so it suppose ABC Corporation. Suppose, have a Founders Day.
01:46:31.470 --> 01:46:47.640
Manju: You could mark that and that comes in the listing and then you would think communication to them. You could record all the communications that you send to the donors. So, you know, if you've sent a p for a donation appeal or send an invite you can record and then respond to those
01:46:49.500 --> 01:46:50.700
Manju: Those communications.
01:46:53.970 --> 01:46:59.190
Manju: You can using the window and you can actually. So once you
01:47:00.270 --> 01:47:10.260
Manju: Receive the donations. You can link up the donation to work. So I just gave an example of a Sophie one lakh rupees, which is collected from ABC corporation and you can
01:47:10.920 --> 01:47:23.520
Manju: link up that donation to the services that you have offered to your beneficiary. So in this case, a obeys a beneficiary and you have supported after school program for that. And then you have given
01:47:25.290 --> 01:47:33.540
Manju: Five. You have utilized 5000 rupees from this Malik donation. So in this case you can see that there are six minute fisheries were received
01:47:34.920 --> 01:47:52.110
Manju: Money from this one lakh rupees. And so the so the out of the total 41,000 have been utilizing 59 is what is remaining. And so this can be sent to your donor to give them visibility of how the money has been utilized
01:47:53.820 --> 01:48:03.900
Manju: You can create donor login and so that donor themselves can link up these these beneficiaries to the donor and then donate themselves can
01:48:05.430 --> 01:48:05.910
01:48:10.290 --> 01:48:11.250
Manju: Make out how
01:48:12.540 --> 01:48:16.260
Manju: They can affect the progress of the of their beneficiaries.
01:48:17.670 --> 01:48:19.080
Manju: Now, apart from that you could
01:48:22.380 --> 01:48:27.720
Manju: Get into some from the system. So you could say, for example,
01:48:28.770 --> 01:48:29.220
01:48:31.620 --> 01:48:41.040
Manju: See, see how many of my court donors or corporate and then how much has been said and collecting from them. So this gives the listing of the corporate all the corporate donors.
01:48:42.450 --> 01:48:46.800
Manju: You could. In addition, say that. Okay, how many of them are from the
01:48:48.270 --> 01:49:00.540
Manju: How many of them are likes a platinum category. And so you could just get a, get to see that. And then all your platinum, maybe you can target for some particular campaign.
01:49:07.980 --> 01:49:18.180
Manju: You could see what is my popular. So suppose you talk about I'll give an example for a plan for education and then you can see how much funds. Did I collect
01:49:18.510 --> 01:49:29.430
Manju: For that particular plan. So I know that these are a donors who collect given nine donations, and this is worth this much money, so I know which are my popular donation plan.
01:49:36.960 --> 01:49:43.710
Manju: Yeah. And I can also see I'm supposed to even that I organized and say,
01:49:45.150 --> 01:49:50.280
Manju: And then I can. I want to see how did my event perform so against
01:49:51.450 --> 01:50:03.240
Manju: My donations against a plan and then I can against the event. And then I can, I can know that how much funds were collected and which are the donor that I acquired because of that, and how many funds were collected through that.
01:50:05.580 --> 01:50:06.090
01:50:09.240 --> 01:50:21.780
Manju: This is to show how the beneficiaries safes of ABC Corporation, which are the beneficiaries that have been linked and I can give a login ID to ABC Corporation and they can see all the details for Linda beneficiaries.
01:50:23.610 --> 01:50:26.820
Manju: And then I could. You could use
01:50:29.760 --> 01:50:39.960
Manju: Bio communication for your mailing mass mailing if you're running a campaign, you could select your donors from this and use this feature to send a bulk emails.
01:50:53.880 --> 01:50:54.390
01:50:58.770 --> 01:51:08.520
mayura: Day. Thank you so much for that. I think that was very helpful. And I think it's important to notice.
01:51:09.870 --> 01:51:24.690
mayura: The difference between how Zoho approaches donor relationship management and gunjan does it. They're both wonderful software's good movie made in India understand nonprofit Indian nonprofit challenges and they're designed to address them.
01:51:26.010 --> 01:51:27.660
mayura: I think she sharing
01:51:28.830 --> 01:51:41.490
Manju: So I'm just sharing my for more details. You can go to WW to our website called when you're not calm and you can send us mail on this email@example.com for any queries you will have
01:51:43.170 --> 01:51:43.710
01:51:44.190 --> 01:51:45.030
mayura: Thank you for that.
01:51:46.140 --> 01:51:47.940
mayura: So while Zoho CRM helps
01:51:49.290 --> 01:51:57.960
mayura: NGOs at building relationships and managing relationships through donors stewardship. I think engine stands out.
01:51:59.010 --> 01:52:10.710
mayura: In the reporting impact sharing and building transparency for donor retention. While there are many parallels between the two. I think this there is a little bit of a focus
01:52:12.210 --> 01:52:23.880
mayura: Difference in focus in the two software's one is build a relationship building by the others beyond words retention through professional reporting and building transparency.
01:52:24.990 --> 01:52:30.060
mayura: So thank you so much for that. Thank you, man to man. Thank you, David. Thank you.
01:52:32.400 --> 01:52:47.820
mayura: Thanks a lot for being here today. So I'd like to take about 10 minutes to answer user queries we don't have a lot of time you've already run out of time today, but we'll just take a few questions in the next 10 minutes
01:52:50.310 --> 01:52:52.050
mayura: So Swati has a question.
01:52:53.700 --> 01:53:01.380
mayura: He says, Could we track volunteering per donor in CRM software. This is for Bob Davie
01:53:01.860 --> 01:53:09.120
Vaagdevi Ravishankar: Hi, hi Swati so could you elaborate a little more because you can track volunteering. It's all about
01:53:09.900 --> 01:53:21.240
Vaagdevi Ravishankar: You know, creating modules and tracking the database. You can even link two modules together volunteer and donor the interpolation can be achieved, but I'd be able to answer better if I can have some more.
01:53:22.320 --> 01:53:23.730
mayura: Follow up question. It says
01:53:23.880 --> 01:53:31.530
mayura: Oh could you be a few examples of how while engineering could be utilized for institutional donor acquisition and management.
01:53:32.370 --> 01:53:33.390
01:53:34.500 --> 01:53:40.710
Vaagdevi Ravishankar: So what happens is everything in CRM functions based on modules and fields. So, if at all.
01:53:41.880 --> 01:53:44.310
Vaagdevi Ravishankar: Let's say you know you have
01:53:45.810 --> 01:53:51.810
Vaagdevi Ravishankar: corporate donors and you have a set of volunteers and you know in case
01:53:54.120 --> 01:54:07.380
Vaagdevi Ravishankar: I mean, I am just a little bit more. I think my answer would be better if I have an example directly from, you know, in terms of elaboration, because from the point of software.
01:54:08.490 --> 01:54:14.520
Vaagdevi Ravishankar: tracking data or correlation is possible if we know how I can throw some more light into
01:54:15.720 --> 01:54:20.730
mayura: Great. Okay. So I think you could you could reach out to her and the email id to get
01:54:20.790 --> 01:54:22.170
Vaagdevi Ravishankar: Y'all need it. Yeah.
01:54:22.230 --> 01:54:25.860
mayura: So there was a question about software costs, which I think you've already shared
01:54:26.610 --> 01:54:31.350
Vaagdevi Ravishankar: Yeah Starter Pack I have shared the link on the slide deck.
01:54:32.970 --> 01:54:35.490
mayura: Could be integrated payment gateways with Zoho CRM.
01:54:36.030 --> 01:54:39.390
Vaagdevi Ravishankar: Yes, with the head of API's. You can, that is if you have
01:54:40.440 --> 01:54:51.450
Vaagdevi Ravishankar: So first of all, so in there's a whole suite of apps, there is finance suite which you can integrate with CRM for this. So there is no subscriptions, which allows payment for multiple gateways.
01:54:52.560 --> 01:54:59.190
Vaagdevi Ravishankar: Apart from that, if you have any third party you can if they allow API's you can integrate deputy are
01:55:00.360 --> 01:55:02.310
mayura: Great. So this question is question.
01:55:03.630 --> 01:55:12.420
mayura: How often report how often to report to be sent to one time donors and how should we retain them without disturbing them.
01:55:12.990 --> 01:55:14.490
mayura: That's I think that's a very good question.
01:55:17.190 --> 01:55:25.710
Shveta: So how often are they, I think it's always good to like when you're talking. So it's good to know your own
01:55:26.220 --> 01:55:31.710
Shveta: So it's very important to talk it out. And I think it's also very important to be very realistic.
01:55:31.980 --> 01:55:37.230
Shveta: So maybe making a commitment that we make our standard report every month may be very taxing for you.
01:55:37.500 --> 01:55:46.350
Shveta: Especially if you're juggling multiple individual donors, so please be realistic. Maybe you could create a kind of a schedule, maybe a quarterly or something, depending upon
01:55:46.710 --> 01:56:01.320
Shveta: What your field of work is and how often you can actually report a change. That's also very important to keep in mind. So keeping that in mind, maybe a quarterly or, you know, maybe two reports in the US should be good enough. I see. Because when we are talking about four things.
01:56:03.000 --> 01:56:17.850
Shveta: Change and change doesn't happen overnight. So again, it is very specifically have enough work. But I would say that, be realistic. When you make such a commitment because don't tax yourself too much you allow multiple owners to deal with it.
01:56:18.150 --> 01:56:32.310
mayura: So there's another question for you in leveraging donors money are we talking about indirect impact reporting. If not, how would this be done so that it does not go outside the scope of the project.
01:56:33.180 --> 01:56:38.280
Shveta: Yeah, that's a very good question because that's insightful. So when we are
01:56:39.690 --> 01:56:46.020
Shveta: Reporting like this. So I'll give you one example because that will illustrate and you will understand the perspective that
01:56:46.410 --> 01:56:53.520
Shveta: So like for example we work with small farmers and our focuses on how they increase their incomes annual income. So when we are
01:56:53.940 --> 01:57:02.100
Shveta: Direct reporting is that we make a commitment that of every farmer will actually generates expired said net additional income and will be
01:57:02.610 --> 01:57:11.490
Shveta: So that is direct so so many farmers reached and so much income generated. But then what happens when one or more generates say X amount and
01:57:12.390 --> 01:57:24.300
Shveta: Then that farmer is going to use the money. So when we document that we figure out that open the top three priorities are. They will invest the money in the evolution of their house, for example.
01:57:24.870 --> 01:57:33.060
Shveta: And they will invest the money in buying agricultural equipment. So if you look at now, or somebody investing the money renovating their house, that means
01:57:33.300 --> 01:57:42.750
Shveta: They are giving the money to some person who is going to bring the bricks. So he starts, he starts using the Monday night, so this is also what we call the multiplier effect.
01:57:43.020 --> 01:57:51.420
Shveta: So every hundred rupees that the farmer generates actually that is leveraged for maybe another 400 rupees.
01:57:51.960 --> 01:58:00.150
Shveta: Because that money that hundred rupees goes to this x person for purchase of this amount, then that person will use that money to buy something else.
01:58:00.660 --> 01:58:07.200
Shveta: You know, so you need to spend some time maybe a month or two to figure out that linkage and also you have to be realistic.
01:58:07.500 --> 01:58:20.190
Shveta: Till what what are you want to measure because it's endless the money will keep changing hands. So you have to figure out that, okay, we want to stop at maybe the third exchange of hands or the second exchange of hands that is you know that every
01:58:20.760 --> 01:58:27.180
Shveta: hundred rupees. So every hundred rupee that the donor gets generates a 500 rupees in the hands of your target group.
01:58:27.450 --> 01:58:36.750
Shveta: And every 500 rupees that you're a farmer is generating isn't tone leveraging stay or generating another thousand rupees because of the way it kind of changes.
01:58:37.470 --> 01:58:44.820
Shveta: So it is not outside the purview of your project because it is strengthening the local economy actually
01:58:45.300 --> 01:58:51.090
Shveta: You know you're pulling back. So our for work. So generating income and that keeps the farmers and villages. They don't go out
01:58:51.810 --> 01:59:08.730
Shveta: To work as laborers, etc. So you have to look at the context of your program and it will not be outside the purview of your. It depends on how you look at it and how you present. So if you show it as a multiplier effect. It is definitely your project is the starting point of
01:59:10.710 --> 01:59:13.230
Shveta: Great dancer. Yes.
01:59:13.890 --> 01:59:23.460
mayura: There is a question from crystal for me. It says, How to retain volunteers who are far away, and at the same time convert them to donors so
01:59:25.410 --> 01:59:34.200
mayura: I think communication again planned regular communication to the volunteers and being far away.
01:59:34.830 --> 01:59:52.230
mayura: Is not a problem. Today there are 13 online volunteering opportunities that you can create for your volunteers while they're away, they could help you in terms of social media management to, you know, creating local chapters for you in whichever location, they are in so that they can
01:59:53.580 --> 01:59:56.010
mayura: garner more support for you from a new location.
01:59:56.250 --> 01:59:57.840
Vaagdevi Ravishankar: By becoming a spokesperson
01:59:58.140 --> 02:00:14.130
mayura: I think it's wonderful actually to have overseas and volunteers in Farmville locations, it's a great opportunity that you should not miss as an NGO and how to convert them to donors well by building trust and and making them a part of your system.
02:00:15.570 --> 02:00:24.630
mayura: First, getting them to probably raise you know the word about you becoming your evangelists and then slowly turning them to your donors.
02:00:25.950 --> 02:00:30.180
mayura: And also, not just stopping at turning them to donors, but also making them your fundraisers.
02:00:31.350 --> 02:00:38.490
mayura: You know by starting fundraisers on your behalf, wherever they are within their own network and community.
02:00:39.240 --> 02:00:40.860
Shveta: If I will just add to that my, you know,
02:00:41.100 --> 02:00:56.010
Shveta: So one thing is that, Oh, please don't jump or rush into making them donors so invest some time so that they really understand your program in and then they will naturally spread the word.
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Shveta: You know, so that's one board of question because sometimes we look at a person and we see a great potential and we say, let's do this for that person at that point may not be pleased to be able to talk about you. We don't know you that way. So please don't jump.
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mayura: at Notre Dame over a period of time. So there are, I'm just taking two last questions. One is for gunjan what makes NGOs actively use the software. How do we motivate both NGOs and donors to believe in and use such platforms. How do we convince them.
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Manju: I think it is for trita actually
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Manju: In my experience,
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Manju: I have seen that if there are two factors. One is that evening news then says believe that the processes, help them perform better if the leadership, who's driving it. Then the implementation of software. This usage of software is much stronger.
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Manju: Second, is that if the donor, the community but donor community believes in such a system in such a transparency and then the challenges of
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Manju: The NGO using. So the drive. Lot of times comes from the donors. So I think really this is a question from I think our team all it felt that, how do we make
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Manju: How do we make NGOs see a value in such a system because we believe in such a system. But how do we are the donor community to. So you said
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Manju: A lot of funds, the large donors are not ready to kind of fund the admin costs and this software is broadly comes into that category. How do we kind of how can our NGO approach a donor with such a and make them can convince them to fund virtual software.
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Shveta: I think, though, the cost for the software will ideally are this kind of management will not go into over at Richard I didn't go into your money.
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Shveta: So we have budgeted in our, in our category where it is justified. So if you budgeted in me. And if you're able to have. It's very important for the organization to be able to connect
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Shveta: The aspects of this affair and their project deliverables, because if it is disconnected and if the organization is not clear. They will never be able to
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Shveta: Convince the donor that we want this as a part of the budget.
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Shveta: Yeah, so that clarity has to be there and
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Shveta: That connect has to be there that okay this is where this will help me. And because of this, even be able to give you a more timely more accurate or more precise kind of the board or you know information.
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Shveta: As far as monitoring is concerned, because
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Shveta: In many years of great importance and significance that matters to the donors, a lot. So I think if you put it there. It might just help
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mayura: Today's the last question for the in Zoho can we also integrate our fans followers in general are those who have engaged with that social media posts during the acquisition stage so that we can then convert them later. Yeah.
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Vaagdevi Ravishankar: That's a good one. Yes, you can. That is so it was based on how you are so we can we allow Twitter and Facebook integration. So if the relationship between that
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Vaagdevi Ravishankar: The mapping between the person who has made a post and the contact in the database is already made you will already received. So there are
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Vaagdevi Ravishankar: Four different buckets. So there are contacts and there are zero donors, so you will see the posts in the respective buckets. So
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Vaagdevi Ravishankar: Five contacts have tweeted this or not 10 leads or 10 zero donors have waited or made a Facebook post. You can see it in. It is compartmentalized already for you.
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Vaagdevi Ravishankar: And there is a final compartment which is not in CRM, which means they don't exist in your database yet, but those posts will appear inside the not in CRM bucket.
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Vaagdevi Ravishankar: And from there you can directly add them as your zero donor or current owner and then start nurturing
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Vaagdevi Ravishankar: So someone who's an inquiry over Twitter or you know engages with your post and that person is not
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Vaagdevi Ravishankar: CRM does not recognize that person because they are not in the database yet, but that was will appear under not in CRM, from which you can add the there is an option to add them directly as a zero dollar oil.
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Vaagdevi Ravishankar: And from them.
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mayura: Okay, thank you so much. You all have the coordinates of all of them. So you can reach out to them on mail and I will also share this presentation recording link and Zoho PPT that one day we will share with me.
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mayura: And union PPT as well.
02:05:49.890 --> 02:05:57.150
mayura: So before we end the session. First of all, thank you for being so patient and being with us for this long. I just want to make a quick update
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mayura: Which is our next event on a squared Bengaluru event is scheduled on September 1 and the topic is social media, best practices for NGOs, again, a very useful topic.
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mayura: Please join us. You can register on the same link where you join this event on meetup.com
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mayura: And we will have monthly events coming up and sports on the first Tuesday of every month, so do check on the meetup page and we will also send you email reminders.
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mayura: So thank you so much again for being here. I'd like to end with this quote for those who have been so patient and as still with us. I think this is a great way to end the session. This is a quote by Seth Godin one of my favorites. I keep reading it again and again and I think
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mayura: I mean, understanding this will change the dynamics in in an NGO and donor relationship. It says when people donate to an NGO that actually buying something they're hiring the NGO to solve a problem for them. So the question is, do you, as an NGO know what they're buying
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mayura: So I think this chain. If you change the way you look at your donor relationship. I think everything changes.
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mayura: They are in equal stakeholder in the process of solving a problem. So it is
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mayura: I think this should have and should guide your donor communication and relationship building going forward. Thank you so much again.
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Shveta: Thank you so much.
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mayura: Thank you so much. Thank you. Thank you.