buyers guide 5 steps to selecting member management software
DESCRIPTION
Buyers guide 5 steps to selecting member management softwareTRANSCRIPT
10/1/2012 1
5 Steps
To Selecting
Member
Management
Software
Fall 2012
brought to you by MicroNet, Inc.
providers of ChamberMaster and MemberZone
10/1/2012 2
5 Steps
1. What you gain with integrated software
2. Insert the staff into the process
3. Conduct a thorough needs assessment
4. What are your Key Performance Indicators (KPIs)
5. Risk analysis
10/1/2012 3
#1 What can you gain with integration?
Benefits – both measurable & intangible
• Increased efficiencies No double entries
Reduction of errors
Leverage existing staff
• Database for real-time information Broad, deep reporting capabilities
Becomes knowledge base, allows for delivering services based on
thorough understanding of member requirements and real usage
10/1/2012 4
Example: integrated system for back office
• Single entry means everything is updated automatically
E.g. accounting, website and membership records
• Faster billing with batch renewals
• Events center to track invites, sponsors, online registration & billing
• Generate leads online, create eReferrals for members
• Complete contact management system including reminders
• Outlook integration
• Ability to create custom reports easily
• Auto updates to Constant Contact, Facebook, Twitter, LinkedIn
10/1/2012 5
Example: member-facing components of integrated system
• Tools for paying invoices online
• Promotion of member deals, eCoupons, etc.
• Ability to advertise job openings
• Event registration and posting
• Members receive leads and eReferrals
• Members can conduct online advertising and track metrics
• Members can easily update their web and mobile listings
10/1/2012 6
Tangible & intangible benefits• Staff feels more productive (because they are!)
• Easier, faster to train staff on one system rather
than several
• Better decisions as executive management can
deliver stronger board communications through
integrated reporting
• Able to easily offer attractive new member
services
• Unified communications with members and
prospective members
#1 What can you gain with integration? continued
10/1/2012 7
#2 Include staff in the decision process
• Not everyone is thrilled with change
• Get staff’s top 5 feature requirements Include them in the RFP process
Rank features as nice to have vs. need to have
• Set an implementation date; communicate on selection
progress regularly
• Get personalized online demos, make sure staff is
involved Have staff develop check list to rate demos
#3 Needs assessment• Know what you need to measure
Make sure there’s a match between your key performance indicators and the
software’s feature set
• Look for SaaS / Cloud solutions Grows with you and your needs
Usually free, regular updates
• Budget for the long term Determine ROI over 12 months & 18 months
Can software be off-set by non-dues revenue
• Modular design vs. inclusive Comprehensive means no additional board approvals; grows with you
• 3rd party integration Does the software work with your existing partners
10/1/2012 9
#3 Needs assessment continued
Questions to ask: Is there a contract? Is there a per seat license fee?
Are there any extra fees? (e.g. for custom reports, training, support, etc.)
Can you help me sell this into my board?
How is your tech support and customer service ranked by your
customers? How do you measure this? How often?
How do you handle integration from other systems? Is there a setup
fee? What does it cover?
Do you have any guarantees? Is there an SLA (Service Level Agreement)?
Can I talk to an existing customer in my area?
How long will it take me and my staff to be productive?
10/1/2012 10
Additional considerations: Does vendor have tools for
professional communications
Website• Content Management System
• Templates
• Strong SEO support
Communications• Email (Outlook)
• Complete email and member
communications module
• Social media
#3 Needs assessment continued
10/1/2012 11
Additional considerations: Your members are mobile, is
your vendor?
• Stay connected with your
membership through mobile
• Educate yourself on the advantages
of SMS and mobile websites
• Leverage mobile capabilities in your
member management software
#3 Needs assessment continued
10/1/2012 12
Why you need to conquer mobile
• 98% SMS open rate vs. 22% email open rate
• 88 to 91% have mobile phones in US
• 72% of adults text regularly
• 82% of Americans never leave home without it
Sources: Frost and Sullivan 2010, Epsilon 2009, PEW Research Center 2012
#3 Needs assessment continued
10/1/2012 13
#4 Key Performance Indicators• You can’t manage what you don’t measure
Fiscal targets
Member retention and growth targets
Strong and diverse volunteer targets
Reduction in cycle time in dealing with significant and routine issues
Low staff turnover rate
Number of new innovative measures
Number of complaints or member service problems
Number of successful team efforts
New best practices implemented
Planning policy and process is complied with
Member input and satisfaction with strategic direction
10/1/2012 14
#5 Risk analysis - what to look for
• Hidden implementation costs
• Training costs
• How flexible is the company in working within your
existing processes
• Hosting fees
• Maintenance costs
• Support costs – how responsive is support team?
• Find out what’s standard vs. custom
• Is there a money-back guarantee
10/1/2012 15
Summary
• Improve the member/customer experience
• Increase membership value - staff will have more time
to serve members and members will have access to
new online tools
• Cut operating costs
• Reduce workloads
• Make jobs easier and more fun for staff
• Eliminate redundancies
• Facilitate higher income potential
• Provide management with better reporting – fewer
surprises – better decision making
• Enhance operations with more automated processes –
less work – more consistency
10/1/2012 16
MicroNet provides leading member management and website software for over
1300 associations and chambers of commerce.
Associations Visit:
www.memberzone.com
for more information
Have questions? We have answers!
Chambers Visit:
www.chambermaster.com
for more information
Sign up for a FREE demonstration