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20NTC Session Proposal

Sustainers: Everyone Wants Them, But How Do You Get Them?


Strong retention AND consistent revenue – everyone wants it! But how do you get it? In this session, learn how organizations, including the Human Rights Campaign (HRC), have utilized all digital channels to implement a sustainer-first membership model. In HRC’s case, this led to more than a third of donors to give monthly. You’ll go home with best practices to improve your strategy, targeting, and content that will work for organizations of all sizes. Learn how to use segmentation to improve sustainer conversion, and get tips on how to improve sustainer retention.

Learning Outcomes

  • Implement best practices to grow your sustainers through all online channels, including SMS.
  • Use segmentation to reach and convert your supporters who are most apt to become sustainers.
  • Leave with ideas on how to improve sustainer retention.




Rachel Kottler

Digital Account Mananger

Lautman Maska Neill & Comapny

As a Digital Account Manager at Lautman, Maska Neill & Company, Rachel oversees and executes the digital strategies for clients including the Human Rights Campaign and the Physicians Committee for Responsible Medicine. Her goal is to combine advocacy and fundraising in order to help organizations fulfill their missions. In her spare time, Rachel enjoys teaching fitness classes and running a volunteer tutoring program.

Kristina Williams

Senior Manager, Membership Operations

Human Rights Campaign

Kristina manages the day-to-day operations of HRC’s large and sophisticated direct response program for all channels including direct mail, digital, telemarketing and monthly giving. Since joining HRC in 2016, Kristina has focused on optimizing the systems and strategies that underlay a complex membership fundraising department, which includes everything from budget building and maintenance to direct mail strategy, copy and segmentation.

David Ballinger

Online Fundraising and Advocacy Manager

Physicians Committee for Responsible Medicine

David has worked in digital fundraising, advocacy, and e-mail marketing for over 10 years, primarily with non-profit organizations, with the exception of a two year stint in the boating industry. At the Physicians Committee for Responsible Medicine David manages digital fundraising, advocacy, and e-mail marketing campaigns as well as day-to-day management of their online CRM.

Outside of work, you can find him riding a bike in NYC, playing computer games, or chasing his mischievous kitten around his apartment. You can follow her on Instagram at @tali_the_tabby.

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D137 - D138


March 13, 2019


3:15pm – 4:30pm

CFRE Credits

Approved - 1.25

Collaborative Notes

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Session Evaluation

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