Data Management

All of my clients know that I'm a huge proponent of users groups. I like 'em so much, I actually co-founded one in the past, and I frequently encourage my clients to do the same with their association management system vendors. So I was very encouraged to learn about the SharePoint Users Group (www.thesug.org), a […]

I’ve written about training in the past (see here). I was also recently quoted on monster.com about how to get the most out of software training. You can read that here.

It would seem this would be self-evident at this point in the game, but in case it's not, here's more empirical evidence that, given the option to pay online or pay offline, your customers prefer to pay online. One of my clients, the Child Life Council, has approximately 4,000 members. Until early this year, the

Aside from your annual “member survey,” what kind of mechanisms does your organization have in place to collect feedback from your members and customers? There are plenty of vehicles for collecting feedback. In no particular order, here are a few ideas. Put feedback forms at the bottom of every web page. Add a tagline on

At the Gartner CRM conference I attended recently (see my posts here), an analyst listed five key points about metrics. One point was “Impatience,” or as he described it, “overreacting to blips.” What he meant by this was that too often as human beings we react to a single point of information or feedback, rather

I've been hearing a lot lately from vendors about "registration kiosks." These are computers or kiosks set up in a meeting registration area to allow self-check-in for meeting registrants. The concept is similar to what you see at the airport now when you go to check in: the meeting attendee goes to the kiosk, slides

I've done a lot of training on using software, and I've sat through even more in conjunction with implementation projects for my clients. The typical software training program consists of day-long sessions (and often multiple days) covering all aspects of the software. This is especially true during the implementation of a new association management system (AMS). But

I'm attending the Gartner Customer Relationship Management Summit in beautiful Ft. Lauderdale for the next three days. Among other things, I want to get a sense of what the for-profit side of the world is doing with CRM. Everything that happens there will eventually affect the not-for-profit arena. If I see or hear anything worth

Kristine Metter at AcademyHealth has been working with her staff as they go live with a new association management system. Kristine made some observations about their experience after the first week of being live in a new system, which I thought were valuable enough to share (with her permission. Thanks, Kristine). Kristine writes: "All in