Executive

Be sure to schedule training for shortly AFTER go-live.

When my clients implement a new AMS, the implementation plan always includes training for staff, so that they know how to use the new system. But I always advise my clients to budget for additional training after go-live. Why? Because the reality is, no matter how good the initial training is (and often it is not …

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"It's like the family dinner"

I often recommend to my clients that they have regular meetings among their heaviest database users, to discuss all the issues related to data management within the organization. Having these regular meetings can really improve communication among different departments (and even withIN them!). When I suggested this to a client recently, one woman in the meeting replied “It’s …

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If you have to choose…

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 …

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What are the most common benefits from implementing a new AMS?

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 …

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Retail sets the expectations of your members and customers

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 …

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Some things you'll just have to do yourself (i.e., you can't expect your vendor to do it)

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 …

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