Membership Renewal Process

Hi James,

The easiest way I can think of to manage this work flow is with promotions. As long as you’re careful to make a promotion every time you send an email, make a phone call, or send a letter, you should be able to keep track of who has received each contact and who has yet to renew.

The downside to using only promotions, though, is that it’s not as easy to track responses on a donor by donor basis. We manage our renewals through a similar combination of email, mail, and phone calls, and we track this process in Tessitura through both promotions and solicitations. We promote all emails and mailings, and we create a solicitation (in addition to a promotion) for any phone calls we make. If a donor gives a specific reason for why they’re not renewing, we’re able to capture that within their solicitation.

I hope that helps. If you’re interested, I’ll be happy to pass along the structure we use for solicitation types and statuses.

All the best,

Alex

Alex Harris | Patron Development Manager | 206.443.2210 x1018 | Fax: 206.443.2379
SEATTLE REPERTORY THEATRE | www.seattlerep.org | In Lower Queen Anne at Seattle Center

ON SALE NOW | The K of D, an urban legend Jan. 14-Feb. 20, 2011 | The Brothers Size Feb. 4-27, 2011

Hey Dev people!

I'm more an IT guy at the Fairfield Theatre Company, but i'm looking to find the best way to implement a workflow for membership renewals.  Call it solicitation, call it sales, up-selling, recruitment, whatever.  Basically, i'm lost in a circle of CSIs, Solicitations, tasks/ticklers, Procedures, and form vs function.

Our current plan is pretty simple on paper, its just properly executing it:

2 weeks prior to expiration, we send a reminder email
day of expiration, we send an email (naturally)

These steps are currently automated with Wordfly....

Then comes the rub;

1:  If they don't renew after 2 weeks, I want to call them....
2:  If they don't renew with the call, log it and set possible action (call back, try on the weekend, etc.)
3:  Months later, if they still haven't renewed, send a letter.

So my real question is:  From your experience, what is the best way of accomplishing the above?

Any input is greatly appreciated.

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