Buyers guide 5 steps to selecting member management software

1. 5 Steps
To Selecting
Member
Management
Software
brought to you by MicroNet, Inc.
providers of ChamberMaster and MemberZone
Fall 2012
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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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3. #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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4. 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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5. 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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6. #1 What can you gain with integration? continued
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
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7. #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
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8. #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

9. #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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10. #3 Needs assessment continued
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
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11. #3 Needs assessment continued
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
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12. #3 Needs assessment continued
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
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13. #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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14. #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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15. 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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16. MicroNet provides leading member management and website software for over
1300 associations and chambers of commerce.
Have questions? We have answers!
Associations Visit: Chambers Visit:
www.memberzone.com www.chambermaster.com
for more information for more information
Sign up for a FREE demonstration
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