Ops Insights #080 Gift Officer Using CRM Performance Measures
December 22, 2025 | Read Time: 2 minutes | Written by Jenny Kleintop
When the CDO asks how can we incorporate CRM performance measures for gift officers, you know that it is a CDO who values the CRM Database. And that is a good thing.
Here is a real-life example of a performance measures I helped set for gift officers at one nonprofit:
Objective: CRM Database Performance Measures. This objective is designed to ensure consistent, strategic, and accountable use of the CRM Database to drive relationship management, prospect development, and fundraising outcomes. Performance will be tracked both monthly (ongoing goals) and annually (yearly benchmarks), with progress reviewed during End-of-Month (EOM) activities, portfolio sessions, and strategy sessions.
Goal #1: Achieve a 95% completion rate for stewardship activities within 7 days of assignment.
Goal #2: Ensure 75% of assigned names have a Pyramid Target filled in.
Goal #3: Maintain 50% of assigned names with a last touchpoint within 90 days.
Goal #4: Confirm 25% of open opportunities have a prospect strategy completed, with top 3 discussed in strategy sessions.
Here’s the dashboard I put in place to show gift officers where they are trending toward their goals.
Take Action
It’s your turn. Take the following 3 steps to help retain those donors that you worked so hard to get.
1 ➡ Take notice of any goals gift officers are actively aiming for, whether officially in performance measures or not.
2 ➡ Work with the leader to incorporate CRM Database performance measures. Use the ones above, or adjust to fit your needs.
3 ➡ Put tracking and reporting in place for gift officers to know real-time where they are trending.
You’ve got this!
👋 See you next time,
Jenny
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