Focus On: DRM: Mastering the Virtual Handshake

When you are driving with your learner’s permit, you should not yet be asking which car you should be buying (i.e. what software you should buy). Rather, you should be asking more basic questions such as: How do I start? How do I stop? How do I avoid a costly accident?

Look at one part of your organization and evaluate where you have some pain. Does your call center follow up with every new donor within 30 days? Does your service team measure the satisfaction of every donor periodically — and conduct exit research with lost donors? Do your direct mail promotions produce a measurable improvement — and do you know which promotions have worked best?