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NTEN’s CRM Satisfaction Survey is Released

I recently received a copy of NTEN’s CRM Satisfaction survey (you can get your own copy here). Here are my reactions:

  • One conclusion drawn from the survey suggests that “after sales support” and a “user friendly interface” were the two most valued factors in a CRM system. This nicely validates something I wrote almost eight years ago.
  • It was interesting to see that of the 22 systems that made the survey list, only four got an “A” (or A+ in one case) for “value.” In all four cases, the systems that received those grades are free. I’ll let you draw your own conclusions.
  • Of the 22 systems profiled, only two (Avectra’s netForum and Advanced Solutions’ iMIS) are broadly used in the association market. This survey covered the broader “non-profit” market (of which associations are a subset). Non-profits tend to focus on fundraising, for example, more than a typical association might.

I think this survey will be useful to non-profits considering CRM systems. Kudos to NTEN for putting this together.

Full disclosure: EDM is an independent third-party consulting firm. This means we have no financial relationship with any of the vendors mentioned in this blog. We provide unbiased opinions on what we see. In addition, NTEN is a former EDM client.

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“Wes was able to come in and offer tangible, relevant advice that made us more productive immediately. I value his understanding of databases but more so, his understanding of how nonprofits work. There was no lost time educating him about how membership organizations are “different.” Wes recommended changes in processes as well as tips and tricks that were easy to implement made an immediate positive impact.”

Mary Pat Paris, Executive Director
International Registration Plan

“We came to Wes because we were very frustrated with our existing AMS and we wanted to improve our capabilities as soon as practicable. Wes very quickly helped us through a process of identifying our needs, identifying potential vendors, and selecting a new system that we’ll be able to move into very quickly. I especially appreciated Wes’s candor about our processes as well as the systems we were looking at. He was a great resource to have in a period of high anxiety for our organization. I would highly recommend Wes for any similar project.”

Jack Chiasson, CMP Executive Director
National Association of Life Brokerage Agencies

“Wes was able to come in and offer tangible, relevant advice that made us more productive immediately. I value his understanding of databases but more so, his understanding of how nonprofits work. There was no lost time educating him about how membership organizations are “different.” Wes recommended changes in processes as well as tips and tricks that were easy to implement made an immediate positive impact.”

Mary Pat Paris, Executive Director
International Registration Plan

Mary Pat Paris
International Registration Plan

“This is the second database implementation we’ve done since I have been at Western Arts Alliance (WAA). The first I did on my own. This time we engaged Wes Trochlil as our database planning consultant. Let me tell you, this process is a whole lot easier having Wes on your team! For a small association like WAA, it’s tempting for board and EDs to question the justification and expense of a database planning consultant. But it’s the small associations that need Effective Database Management the most. Wes strengthened our planning process, clarified our needs requirements, helped us steer around solutions that couldn’t meet our objectives, and saved us money in the long haul.”

Tim Wilson, Executive Director
Western Arts Alliance

Tim Wilson
Western Arts Alliance
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