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Presented at the Institute of Fundraising National Convention, London, July 2013. Retention is every organizations number one problem. The key is managing the donor relationship to increase commitment and drive long term sustainable revenue growth. Applying a commercial model framework, Jann Schultz at Operation Smile has worked with DonorVoice to define the experiences and touchpoints that drive commitment. The case study reviews the model and insights to improve and increase donor retention.
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