I don’t recall where I first heard the term, but I’ve been using the concept of “implied interest” since back in my days as a marketing director for a small association. Put simply, implied interest is inferring interest about an individual based on their behavior with the association. For example, if an individual attends an …
I was working with a client recently and discussing how data is currently managed in their organization. During the course of the conversation, my client said “Too often here, data is an afterthought.” What he meant was that very often, programs, products, or services would be developed by one part of the organization or another, …
Before you sign up with a new AMS vendor, ask yourself this question: “Can I spend the next 7-10 years working with this company?” Because if the answer is “no” or “I’m not sure” you might want to think again. Buying an AMS is like entering a marriage. This isn’t a one-off purchase where you …
Before choosing a new AMS vendor, ask yourself THIS question… Read More »
I’ve written many times about managing exceptions and being careful not to design rules around exceptions. As a general rule of thumb, if a given action occurs less than 10% of the time, it’s an exception, and should be treated as such. For example, one of the most common complaints I hear from my clients …
As has been noted elsewhere, the AMS market has experienced significant changes over the past year. As one simple but powerful example, Community Brands has purchased four AMS providers (Abila, Aptify, NimbleUser and YourMembership) and moved them under one umbrella. The result of this and other actions in the AMS space means that there are …
What efforts are you making to maintain the relationship with your vendor? Read More »
The irony of improving technology to better serve customers is that the better technology leads to…greater expectations of customer service. That is, as the technology improves, so do customer expectations. For example, not too long ago, the idea was unheard of that I could go online to your association website, log in, see and update …
Technology improvements lead to higher customer expectations Read More »