When I work with my clients on a new AMS selection and implementation, one thing I focus on heavily is business rules and business process. This is an area most associations have total control over and is also an area that can bring dramatic improvements to data management, especially coupled with new technology.

Almost without exception, my clients will say something along the lines of "we are interested in changing our processes in order to best leverage the new software and avoid costly customizations." This is the right way to look at it. Unfortunately, the reality is often something else.

As one AMS vendor project manager put it: "I'm not sure if it's that the executive decision makers that sign the contract don't communicate that mandate to the team, or if they don't really mean it, or if they don't understand what they mean when they say it - but far too often, when it comes time to change process, the client just isn't willing to do it."

This has been my experience, as well.

A willingness to change processes is a key ingredient to a successful system implementation. But saying you'll do it and actually doing it are two different things. For best results from a new system you have to be willing to trying new processes.