Data Management

Technology improvements lead to higher customer expectations

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

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When it comes to data management, what makes your association different?

If you’re looking for a new AMS, that’s one of the most important questions you can ask. What makes your association different or unique, as compared to other associations, in terms of the kinds of data you manage? For example, one association I’ve worked with received over 80% of their revenue from grants of one type

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Your members "get it" when you tell them there's a system change

When my clients are working on implementing a new association management system, they often worry about how the members and customers will react to the new system. For example, often when a system change is made, the username and/or password that customers were using in the past will have to be changed. So that change needs to

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Where does implementation fail? User acceptance testing

I’m often asked by my clients, “What’s the single most important success factor during system implementation?” That answer is easy: user acceptance testing. What is user acceptance testing (UAT)? UAT is when the association staff tests the software to determine if it is behaving in a manner the staff expects it to. Put simply: Is the

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