I once met with an association to discuss their data management issues. They were explaining to me that the systems they had in place made it extremely difficult to pull together information in a timely and efficient way. For example, in order to get a look at “total spend” from their members, they had to look in […]
Are you "enabling" your board? Read More »
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
If you have to choose… Read More »
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
What are the most common benefits from implementing a new AMS? Read More »
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
Retail sets the expectations of your members and customers Read More »
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
I recently moderated a keynote presentation at ACGI’s Knowledge Days in Baltimore. The session, entitled “How to Keep a Healthy Marriage with Your Technology Vendor,” covered the five elements that I believe constitute a good marriage, and will serve you well in relationships with your technology vendors. Those five elements are: You have the other party’s best
The Five Elements of Healthy Vendor Relationship (plus a bonus!) Read More »
Every time I call my haircut place to make an appointment, I have the same experience. The person taking the call can’t hear me (because it’s so loud in the salon) and they have to ask me to repeat everything I say once or twice. It’s incredibly frustrating, like I’m talking to a three year
Are you using "secret shoppers"? You should. Read More »
I often hear from my clients something along these lines: “We’d like that data but we don’t have it.” I always respond with “Do you not have it because you’ve never collected it, or because you have no way to collect it and store it?” In other words, are you NOT doing something because you
Distinguish between "can't" and "don't" Read More »
When I work with my clients on implementing a new software system, one of the first things I tell them is this: “We will make some decisions that ultimately are wrong. Because things change. We’ll make the best decision we can make, given the information we have at the time, but we may find later
Things change during a project Read More »
I once met with a potential client who was seeking a new database. In a conversation with the executive director, she explained to me that she wanted a database that would collect all types of data about her members, including information about calls with her members. When I suggested that there was software that would do this and that
Sometimes it's really NOT the software that is the problem Read More »