Case Study
Customer Relationship Management Programme: WWF-UK

WWF, the Global Environment Network, has been working with Pell & Bales for over 10 years. WWF wanted to build significantly the value derived from individual supports and the size of its supporter base, to meet ambitious organisational objectives. In 2001, WWF extended their relationship with Pell & Bales, engaging us in consultancy activity to produce recommendations for a CRM strategy. With WWF, a new approach was developed, and adopted by the Management Team.

As a result, an organisation-wide programme is being progressed encompassing supporter information, contact and service strategies, using a range of techniques including analysis, facilitated workshops and business process mapping. WWF is now on course, not only to increase the financial value of individual supporters by a minimum of 20%, but also to develop further the engagement of supporters in activities including volunteering and campaigning.

Nicky Bishop, Fundraising Director, WWF-UK:

"Pell & Bales' experience of our market and their understanding of CRM has been a real asset, from supporting our strategy development with us here at WWF-UK, to practical implementation."

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