Happy New Year from the Merkle RMG team!
2018 promises to be a banner year for us and our clients. It’s Merkle RMG’s 35th anniversary — and as we celebrate this important milestone, we have many new initiatives and services that we are introducing.
New Roles and New Tools in Account Management
VP of Client Services Jann Schultz (a former long-time client and recent addition to my senior management team) is totally transforming our approach to account management. She recently created the role of Relationship Director in a move to make Merkle RMG’s account management more focused on our clients’ strategic objectives and how we tailor our services to most effectively help achieve them.
While account managers will continue to handle the day-to-day communication with our clients, two new relationship directors will be responsible for “owning” client relationships and ensuring we help them succeed. That will include recommending additional services based on a deep understanding of each client’s needs, and continually assessing our effectiveness in meeting and exceeding their expectations.
To help improve the effectiveness of our client interactions, Jann is bringing new technology to the account management and implementation teams. She’s introducing different software platforms to help account managers and implementation staff be better organized, including a single data repository where anyone can view up-to-the-minute data related to client activity. This information includes the status of implementation projects, the time and nature of the most recent communication with clients, and other details that give everyone a current and complete picture of the work being done to support each client’s success.
New Offerings, New Differentiators
At Merkle RMG, we pride ourselves in thinking outside the box. As a result, we’ve got many cool service offerings in the pipeline that will continue to set us apart from traditional donation processors.
The Rapport Solution Suite
This year we’ll launch Rapport, a suite of strategic solutions spearheaded by VP of Strategy Amy Bobrick. Rapport leverages our core services and the plethora of data we capture from each and every donor interaction — helping nonprofits provide highly individualized care that elevates the donor experience. With Rapport, nonprofits will be able to move away from a one-size-fits-all engagement approach and develop stronger one-to-one relationships with their donors. In this way, Rapport will help drive greater year-over-year donor retention and lifetime value for our clients.
2018 also marks the start of an exciting partnership with our sister company, Axis41. Teaming with this digital marketing agency, we’ll now be able to offer website development services to help nonprofits enhance their web presence and deliver a better online giving experience. Naturally, we’re very excited to bring new talent to the table that we can leverage to better serve Merkle RMG clients in all fundraising channels.
Merkle RMG is also finalizing plans to add credit card merchant services to our comprehensive set of solutions. Up until now, we’ve processed direct mail credit card responses via our clients’ existing accounts with third-party merchants. But our research has shown us that these merchant vendors tend to differ across a nonprofit’s various fundraising channels.
With that in mind, Merkle RMG will provide those merchant services across all donation channels. This will offer clients a consolidated platform that supports — and aggregates — online, mobile, mailed and event-generated donations. As a result, our clients will benefit from economies of scale and a reduction in their overall processing costs.
Merkle RMG has already begun the vendor partner selection process, and we’ll share updates as we bring this new offering to market.
2018 also marks a personal milestone — my 17th year at Merkle RMG! I’m so proud of what we’ve accomplished, along with the great service and innovative solutions we offer our clients. I have never been as excited about our business as I am looking at 2018! Stay tuned for additional updates as the year progresses.