Though it takes time to build relationships, this example shows the positive effect of regular contact.
Evaluate portfolio revenue and retention based on ‘the length of time a donor is in a portfolio.’
Synergy’s Relationship Manager had (3) cohorts in her portfolio for the year. Cohort 1 was comprised of ‘existing’ mid-level donors who were in her portfolio for 12+ months. Cohort 2 was comprised of ‘newly added’ mid-level donors to her portfolio (i.e. first 12 months in a portfolio). Cohort 3 was comprised of donors who were transferred to her from a ‘previous Relationship Manager’ (12+ months in a prior portfolio). Donors were of like composition and performance was measured after 12 months.
Cohorts 1 and 3 both were both comprised of donors who were receiving personalized Relationship Manager treatment for 12+ months. Cohort 2 only had Relationship Manager treatment for the last 12 months.
Cohort 1 (existing Relationship Manager donors) generated 22% more YOY revenue with an 87% retention rate. Cohort 3 (previous Relationship Manager’s donors) generated 8% more YOY revenue with a 86% retention rate. Cohort 2 (new donors) generated 0.10% more revenue with a 74% retention rate. In this case, it is clear that donors who received portfolio treatment the longest (i.e. cohorts 1 & 3) generated more revenue and had a stronger retention rate than those donors recently added to the portfolio.
Synergy Direct Marketing Solutions, LLC480 W. Tuscarawas Ave. 3rd Fl.Barberton, OH firstname.lastname@example.org
For over 20-years, C.J. McKendry has spent his career building lasting and meaningful relationships between nonprofits and their donors.
After serving as Call Center Director for an International Relief Charity, supporting an offshore operation in the Philippines, C.J. accepted an Ohio position as Vice President of Call Center Operations & Client Services for an inbound/outbound call center startup that ultimately grew to serve dozens of national nonprofits.
C.J. joined Synergy Direct Marketing Solutions in 2018 and has led the development of its Mid-Level Donor Engagement team, developing best practices as well as reporting and analytics that have driven very successful programs for a wide variety of nationally recognized organizations.
Rebecca Mugford has spent 20 years helping non-profit and commercial organizations develop best-in-class call center programs. With a focus on creative marketing, data-driven strategy, and business analytics, she helps organizations get the most out of their donor and customer interactions to drive return on investment and customer satisfaction and retention. She has worked with a who’s who of non-profits and political organizations as well as Fortune 50 businesses focusing on DRTV and inbound call center strategy.
Jill Avery is a marketing and Call Center expert with 25 years of experience in the nonprofit and for-profit space. She has an innate ability and drive to deliver and maximize results and efficiencies, to offer valuable insights for call routing strategies and scripting functionality and to maintain strong customer relationships.
Jill’s depth of knowledge and career experience is a unique asset that she brings to her role as Vice President of Inbound. She is a leader of excellence whose passion and drive brings out the best in our vendor partners. She openly communicates and builds trust. She cares tremendously for our call center partners and our clients and sees herself as a team member within each partnership.
Justin Henry is a seasoned marketing professional with over 20 years’ experience. Justin is an expert at integrating phone-based communications designed to reinforce messages, build relationships, and enhance financial support. He serves over 100 non-profit clients, while leading multiple business units.
Justin has pioneered strategies to integrate Texting, Broadcast Voice Messaging, Donor Conference Calls, Mid-Level Donor Engagement, and Outbound Tele-Fundraising into his clients’ communication strategy to provide more personalized and dynamic messaging to donors, resulting in higher retention and more overall revenue from those donors.
Nick Stavarz has over 35 years’ experience in the call center business and has served some of the nation’s largest and most successful nonprofit organizations.
Nick launched Synergy Direct Marketing Solutions in 2002, initially to provide Outbound Tele-Fundraising services to some of the most recognized nonprofit organizations, including Save the Children, Ducks Unlimited, American Bible Society and many others.
Under Nick’s guidance, Synergy has also become the premier provider for DRTV-driven Inbound Call Handling solutions for nonprofits and broadcast ministries. Synergy is also the leading provider of Strategic Texting solutions as well as Broadcast Voice Messaging, Donor Conference Calls, and Mid-Level Donor Engagement Solutions.