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Take-aways from Gartner, Part 3
24 September 2007, by , in Gartner CRM Summit 2007, No comments

Other posts on the Cartner CRM Summit 2007 can be found here.

A prediction from the Gartner conference: Up to 25% of CRM implementations in 2008 will be postponed due to human resource shortages. Simply put, there are not enough “CRM experts” available to meet the demand. The result will be not only delayed implementations, but increased consulting costs (i.e., higher hourly rates).

Anecdotally I’m already seeing this in the association management system (AMS) market. In the past six weeks I’ve sent out three separate RFPs on behalf of clients. Typically I send RFPs to no more than five vendors (sometimes fewer). For the first time in my many years of sending RFPs, in one case, I actually received only one response on time. Three of the vendors were late responding, and the fourth chose not to respond. With the other two RFPs, I also had vendors choose not to respond and had late responses from some of the vendors.

I always give vendors two full weeks to respond. In the case of the late and non-responders, almost all of the vendors said they were so busy they were having trouble responding. This is good for the vendors, but a potential problem for associations. As the talent glut er…shortage (h/t David Gammel) continues, vendors will have even more trouble responding to the needs of their current customers.

How about you? Are you noticing a greater delay in response from your vendor? Is there a noticeable degradation in customer service?

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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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