Customer vs. staff In a properly designed AMS, when the customer goes online to your website to do business with you (e.g., join, renew, register for an event, buy a product), the website is interacting directly with the AMS. In other words, any data changes being made by the customer are going directly to the database …
Measuring customer service When I work with clients on AMS selection, one question that often comes up is: “How good is the software company’s customer service?” “Customer service” means different things to different people. For example, here are the customer service complaints I most commonly hear: “They won’t let me talk to a human. All …
Iterate or innovate? When moving to a new association management system, there is often an implicit question of whether the move is for iteration or innovation. The beauty is, it can be both. Iteration is doing the same things, but better. Innovation is doing new things that create new value. For most of my clients, the focus …
Who is in control? Speaking with a client once about their database project, the client said something I found rather profound: “I want to feel like I control the database, not that the database is controlling me.” There’s a lot going on in that statement, and there are a lot of elements that affect whether …