Choose customer functionality over staff functionality. Because our websites (customer-facing) and databases (staff-facing) are now intertwined and completely integrated, we may come upon situations where database design requires us to choose between making use of the system easier for the customer or making it easier for the staff. In 99% of the cases, you should choose customer over …
Always start the conversation by asking “How can I help you with this?” This can be for anything in life, but I run into this a lot with discussions between vendors and my clients. My client will raise an issue of concern, and the vendor will respond by saying “That’s not my fault” or “That’s because of …
On occasion when working with a client during the selection of a new AMS, my client will say something like this: “My board is very supportive of our project, but several board members have asked a question along the lines of ‘What benefit will we get from this new system?’” And while the benefits of …
What are the most common benefits from implementing a new AMS? Read More »
In my capacity as a consultant to associations, one of the things I do is pay attention to how retail outlets are using CRM systems and their websites. Why? Because how your members experience retail sales is what they will expect from your organization. Whether it’s shopping online or shopping in the store, what your members …
Retail sets the expectations of your members and customers Read More »
One of the more common complaints I hear from my clients is that the vendor doesn’t provide enough information about certain aspects of their software. For example, when a vendor offers a new upgrade, associations will often say “Tell me what is in the upgrade that will be important to me.” Well, the problem is, the vendor …