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Take-aways from Gartner, Part 4
25 September 2007, by , in Gartner CRM Summit 2007, No comments

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

One of the Gartner presenters identified three areas where CRM implementations face the most “pain”:

  1. Employee Turnover
  2. Metrics
  3. Processes

I think associations face these problems, as well, but to varying degrees.

Employee turnover: Because AMS implementations can take so long (sometimes more than a year), employee turnover is somewhat likely and can be problematic, especially if key players from the implementation team leave.

Metrics: Associations need to have clear measurements for success of an AMS implementation. What things can you measure that will show success? How about turnaround time on membership joins and renewals, events registrations, and product orders? What other metrics can you track?

Processes: This is by far the number one issue faced by associations. Simply put, most organizations I encounter do not have well-documented processes for handling the majority of their data management issues. And frequently I find that staff aren’t even in agreement as to how certain data and processes should be managed. This is a huge problem for associations, which I talk about here, and here.

So which of these pain points are you addressing?

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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
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“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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