Take-aways from Gartner, Part 4

Other posts on the Gartner CRM Summit 2007 can be found here.

One of the Gartner presenters identified three areas where CRM implementations face the most “pain”:

  1. Employee Turnover
  2. Metrics
  3. Processes

I think associations face these problems, as well, but to varying degrees.

Employee turnover: Because AMS implementations can take so long (sometimes more than a year), employee turnover is somewhat likely and can be problematic, especially if key players from the implementation team leave.

Metrics: Associations need to have clear measurements for success of an AMS implementation. What things can you measure that will show success? How about turnaround time on membership joins and renewals, events registrations, and product orders? What other metrics can you track?

Processes: This is by far the number one issue faced by associations. Simply put, most organizations I encounter do not have well-documented processes for handling the majority of their data management issues. And frequently I find that staff aren’t even in agreement as to how certain data and processes should be managed. This is a huge problem for associations, which I talk about here, and here.

So which of these pain points are you addressing?

About Wes Trochlil

For over 30 years, Wes has worked in and with dozens of associations and membership organizations throughout the US, ranging in size from zero staff (all-volunteer) to over 700. In that time Wes has provided a range of consulting services, from general consulting on data management issues to full-scale, association-wide selection and implementation of association management systems.

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