10/1/2012 1

5 Steps

To Selecting

Member

Management

Software

Fall 2012

brought to you by MicroNet, Inc.

providers of ChamberMaster and MemberZone

10/1/2012 2

5 Steps

1. What you gain with integrated software

2. Insert the staff into the process

3. Conduct a thorough needs assessment

4. What are your Key Performance Indicators (KPIs)

5. Risk analysis

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#1 What can you gain with integration?

Benefits – both measurable & intangible

• Increased efficiencies No double entries

Reduction of errors

Leverage existing staff

• Database for real-time information Broad, deep reporting capabilities

Becomes knowledge base, allows for delivering services based on

thorough understanding of member requirements and real usage

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Example: integrated system for back office

• Single entry means everything is updated automatically

E.g. accounting, website and membership records

• Faster billing with batch renewals

• Events center to track invites, sponsors, online registration & billing

• Generate leads online, create eReferrals for members

• Complete contact management system including reminders

• Outlook integration

• Ability to create custom reports easily

• Auto updates to Constant Contact, Facebook, Twitter, LinkedIn

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Example: member-facing components of integrated system

• Tools for paying invoices online

• Promotion of member deals, eCoupons, etc.

• Ability to advertise job openings

• Event registration and posting

• Members receive leads and eReferrals

• Members can conduct online advertising and track metrics

• Members can easily update their web and mobile listings

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Tangible & intangible benefits• Staff feels more productive (because they are!)

• Easier, faster to train staff on one system rather

than several

• Better decisions as executive management can

deliver stronger board communications through

integrated reporting

• Able to easily offer attractive new member

services

• Unified communications with members and

prospective members

#1 What can you gain with integration? continued

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#2 Include staff in the decision process

• Not everyone is thrilled with change

• Get staff’s top 5 feature requirements Include them in the RFP process

Rank features as nice to have vs. need to have

• Set an implementation date; communicate on selection

progress regularly

• Get personalized online demos, make sure staff is

involved Have staff develop check list to rate demos

#3 Needs assessment• Know what you need to measure

Make sure there’s a match between your key performance indicators and the

software’s feature set

• Look for SaaS / Cloud solutions Grows with you and your needs

Usually free, regular updates

• Budget for the long term Determine ROI over 12 months & 18 months

Can software be off-set by non-dues revenue

• Modular design vs. inclusive Comprehensive means no additional board approvals; grows with you

• 3rd party integration Does the software work with your existing partners

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#3 Needs assessment continued

Questions to ask: Is there a contract? Is there a per seat license fee?

Are there any extra fees? (e.g. for custom reports, training, support, etc.)

Can you help me sell this into my board?

How is your tech support and customer service ranked by your

customers? How do you measure this? How often?

How do you handle integration from other systems? Is there a setup

fee? What does it cover?

Do you have any guarantees? Is there an SLA (Service Level Agreement)?

Can I talk to an existing customer in my area?

How long will it take me and my staff to be productive?

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Additional considerations: Does vendor have tools for

professional communications

Website• Content Management System

• Templates

• Strong SEO support

Communications• Email (Outlook)

• Complete email and member

communications module

• Social media

#3 Needs assessment continued

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Additional considerations: Your members are mobile, is

your vendor?

• Stay connected with your

membership through mobile

• Educate yourself on the advantages

of SMS and mobile websites

• Leverage mobile capabilities in your

member management software

#3 Needs assessment continued

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Why you need to conquer mobile

• 98% SMS open rate vs. 22% email open rate

• 88 to 91% have mobile phones in US

• 72% of adults text regularly

• 82% of Americans never leave home without it

Sources: Frost and Sullivan 2010, Epsilon 2009, PEW Research Center 2012

#3 Needs assessment continued

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#4 Key Performance Indicators• You can’t manage what you don’t measure

Fiscal targets

Member retention and growth targets

Strong and diverse volunteer targets

Reduction in cycle time in dealing with significant and routine issues

Low staff turnover rate

Number of new innovative measures

Number of complaints or member service problems

Number of successful team efforts

New best practices implemented

Planning policy and process is complied with

Member input and satisfaction with strategic direction

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#5 Risk analysis - what to look for

• Hidden implementation costs

• Training costs

• How flexible is the company in working within your

existing processes

• Hosting fees

• Maintenance costs

• Support costs – how responsive is support team?

• Find out what’s standard vs. custom

• Is there a money-back guarantee

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Summary

• Improve the member/customer experience

• Increase membership value - staff will have more time

to serve members and members will have access to

new online tools

• Cut operating costs

• Reduce workloads

• Make jobs easier and more fun for staff

• Eliminate redundancies

• Facilitate higher income potential

• Provide management with better reporting – fewer

surprises – better decision making

• Enhance operations with more automated processes –

less work – more consistency

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MicroNet provides leading member management and website software for over

1300 associations and chambers of commerce.

Associations Visit:

www.memberzone.com

for more information

Have questions? We have answers!

Chambers Visit:

www.chambermaster.com

for more information

Sign up for a FREE demonstration