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5 Mistakes that Haunt Associations When Using Their Membership Database

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Halloween 2013 webinar.

Halloween 2013 webinar.

Published in: Technology, Business

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  • 1. 5 Mistakes That Haunt Associations When Using Their Membership Database 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 2. Session Agenda • 5 Mistakes • Examples • Solutions • Bonus Mistakes • Get a Copy of the Presentation 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 3. About Me • Curt Moss, Senior Product Marketing Manager @ WebLink • 12 years at memberbased orgs – Las Vegas Chamber of Commerce – Chapter of National Safety Council • 7 years @ WebLink linkedin.com/in/curtmoss linkedin.com/company/weblink-international – Faculty for W.A.C.E. – Present at association and chamber conferences 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 4. About WebLink • SaaS Company (Software as a Service), Leading Software Provider to Chambers of Commerce and Business Associations • Established in 1996, 60 Employees, based in Indianapolis, IN • 94% Customer Retention Rate • Based in Indianapolis, Indiana • 94% Customer Retention Rate 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 5. About WebLink • Membership Management Software • Website Design & Development • Non-Dues Revenue Programs • Partner in Your Success 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 6. 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 7. WebLink Websites • Responsive website design • Automatically adjusts for any screen • Fully integrated database & website 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 8. About WebLink • iPad app for mobile commerce • Integrated credit card reader • New member sales • Event registrations • Pay open invoices 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 9. WebLink Blog 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 10. Our next webinar: November 21, 1:00 pm EST 6 Ways to Produce Content that Members Value weblinkinternational.com/content 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 11. Do you use association management software to manage your organization? We use a custom solution built for our organization 27% We use something like Excel or Access to manage our members 13% I'm not sure 8% We use an out of the box solution with some customization 44% 5 Mistakes That Haunt Associations When Using Their Membership Database We use a completely out of the box solution 8% © WebLink International
  • 12. How many paid staff members does your organization have? 26-49 7% 50+ 5% 11-25 18% 1-3 36% 4-10 34% 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 13. Is your database integrated with your website, events, finances, and email communications? Yes, our database is completely integrated. 25% No, we use separate systems to manage our organization. 29% Our database is somewhat integrated. 46% 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 14. Your association database is the single most important asset your organization owns. 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 15. Most Associations Don’t… • Hold Patents • Manufacture Products • Create Proprietary Information • Conduct Extensive Research 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 16. The collection of data in your membership database IS a propriety asset. 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 17. Your membership software contains… • • • • • • • Contact information Employees Billings, invoices Contact history Committees Reporting Much more… 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 18. Your data is crucial to your organization’s success. 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 19. 5 Mistakes That Haunt Associations When Using Their Membership Database 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 20. Mistake #1: Secret lists
  • 21. Mistake #1: Secret lists • Excel files used as a management tool • Notes outside your system • Board members, committees • Members who want X or are interested in Y 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 22. How secret lists will haunt you • Two (or more) systems to update • Out of sync, errors • Sharing list is hard • Multiple versions of documents 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 23. The solution • Membership management software – – – – – – – Tags Groups Codes Custom Fields Related Profiles Relation types Segmentation 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 24. Mistake #2: No database-website integration
  • 25. Mistake #2: No database-website integration • Manually update directories, events, lists • Send to vendor to update “ASAP” • Online event registration is not seamless 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 26. How a lack of database-website integration will haunt you • • • • • Out of date information Errors Unhappy members Additional work Less time focusing on driving value for members 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 27. The Solution • Full integration • Instant updates for member listings • New members get exposure & benefits immediately • Update once, reflect in many places • Staff is happy, members are happy 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 28. Mistake #3: Not having all the staff use it
  • 29. Mistake #3: Not having all the staff use it • Staff doesn’t have access • Refuse to use • Can’t get to info • Can’t create info • Non-users ask others for info • Time-waster 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 30. How only having some staff use your system will haunt you • Team can’t move towards same goal • Can’t share information effectively • Additional work for users • Inefficient 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 31. The Solution • Everyone has a login • Everyone is trained • Get the information they need • Give information others need • Find ways to use it MORE 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 32. Mistake #4: Sharing logins
  • 33. Mistake #4: Sharing logins • Generic logins – Admin – Marketing – Intern • Share another user’s login 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 34. How sharing logins will haunt you • No audit trails of who changed data and when • Can’t gauge which staff needs more training • Can’t collaborate effectively 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 35. The Solution • • • • Unique logins User roles Training Management commitment to use the system to deliver value 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 36. Mistake #5: No documented data entry policies
  • 37. Mistake #5: No documented data entry policies • • • • • • Addresses Abbreviations System Code Nomenclature Notes fields vs. choices Procedures 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 38. How a lack of data entry procedures will haunt you • • • • • Hard to report on Errors Inconsistent data entry Additional work Can’t manage effectively 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 39. The Solution • • • • • Document processes Collaborate “Desk notes” Job shadowing Cross-training 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 40. Bonus Mistake #1: Not Recording Conversations 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 41. Bonus Mistake #1: Not Recording Conversations • Copies of emails sent to members • Notes about conversations • Agreements or disagreements • Issues/resolutions 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 42. How not recording conversations will haunt you • He said, she said • Finger pointing • Reflects poorly on your organization • Impossible to share information needed • Historical data will not exist 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 43. The Solution • Membership management software/CRM • Easily record emails, calls, discussions • Track by type of contact, by user, date • Reporting & visibility 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 44. Bonus Tip - Use your AMS to store members’ profile data 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 45. Bonus Tip – For your members Add members’ social media links on their listing on your website. Connect them with potential customers. 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 46. WebLink Connect • List & group management • Fully integrated database & website • Audit trails for unique logins • Record & report on documented conversations • Advisory services for process improvement and documentation 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 47. WebLink Recap: An Integrated Solution • ONE web-based centralized database • Prospects, members, non-members and all reps in same system • Financials, events, email, committees, website, reporting Financial System Prospects Website Central DB Email Marketing Events Members 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 48. Association & Chamber Websites • 500+ client websites • WebLink Local business directory drives 67% increase in traffic from organic searches • Adds value for members • Non-dues revenue • Responsive website design 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 49. iPad App for Mobile Commerce • Sell memberships • Event registrations • Integrated credit card reader 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 50. 3 Questions 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 51. Webinar Recap • We will email copy of presentation to attendees • Link to video recording of webinar • Please let us know if you have any questions 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 52. Happy Halloween! 5 Mistakes That Haunt Associations When Using Their Membership Database © WebLink International
  • 53. Curt Moss Senior Product Marketing Manager curt.moss@weblinkinternational.com WebLink International 3905 W. Vincennes Road, Suite 210 Indianapolis, IN 46268 P 317-872-3909 | 1-877-231-4970 | F 317-872-3929 www.weblinkinternational.com