The document discusses how community association managers can compete in the modern economy. It notes that the 4th industrial revolution has impacted all industries and those that did not adapt have failed. There is now a gap between the experience the industry delivers and what customers expect. Leaders in the community association management industry are closing this gap by focusing on creating an "experience economy" and using technology like mobile apps and automated workflows to deliver stand-out experiences to customers. The document provides examples of easy ways for managers to start delivering better experiences, such as using welcome kits, celebrating milestones, focusing on mobile, providing guidance, and adopting more high-tech solutions.

1. 1. 2019 © AppFolio, Inc. Confidential.
How Community Association Managers can
Compete in the Modern Economy
Justin Davis – Product Manager, AppFolio Inc.

2. 2. 2019 © AppFolio, Inc. Confidential.

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The Power of a Complete Solution:
• Ease of Use - An intuitive, easy-to-use software
• Real-time Insights - Greater control over your
business
• A Single Login - Less toggling and more efficiency
• Team Mobility - Everyone connected to the same
data, anywhere
• Modern Communication - Two-way and bulk
email/text directly from the software
• Convenient Apps - Managers, homeowners, and
board members have instant access to the data
and functionality they depend on.
… So You Run A More Successful Business
Web-Based Association Management Software

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Justin Davis
Sr. Product Manager, AppFolio Inc.

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Agenda
• The Changing Landscape
• Service vs. Experience
• Easy Ways to Start Delivering Stand-Out Experiences
• Q & A

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The 4th Industrial
Revolution is here.
1st Industrial
Revolution
2nd Industrial
Revolution
3rd Industrial
Revolution
4th Industrial
Revolution
Steam engine and
water power.
Mass production cars
and electricity.
Personal computers
and the internet.
Always on, mobile and
digital connectivity.

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All industries
have been
impacted.
Transportation Retail Entertainment

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Those that
didn’t adapt,
failed.

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The Real Estate Revolution is
happening now.
Checks in the
Mail
Emails to
Homeowners
and Board
Members
In Office
Visits
Dispersed
Data
Manual Work
Processes
Receive & Make
Payments Online
Text & Mobile
Communication
Self Service
Mobile Access
Real-time
Insights
Automated
Work

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There is a gap between
the experience the industry is delivering and
what the modern customer and employee
expects.

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Leaders in the
Community association
management industry
are closing this gap.

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Top Goals & Challenges
From Research Conducted with John Burns Real Estate Consulting
Biggest Challenge
to find time to focus on a
strategy and manual
processes.
#1 Goal
is creating and
maintaining an
“experience” economy.
64%
cite hiring staff as their most
important resource needed to
grow their business.

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If you don’t evolve,
you will fail.

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Association
Managers
Experience
Managers
High
Price
Low
Price
High
Demand
Low
Demand
Commodity Experience

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Easy Ways To Start Delivering a
Stand-Out Experience

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#1 Welcome Kits

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Welcome Kits
• Welcome Letter
• Property Information/Details
• Assessment Payment Instructions
• Restaurant Listing
• Nearby Shops/Gas Stations
• Swag

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#2 Celebrate!

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#3 Mobile-First

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#4 Provide Some Guidance

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#5 Go High Tech

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It takes courage to
transform your business.

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AppFolio innovates
on your behalf to
thrive in the new
economy.
Deliver Mobile
Experiences
Instant Communication
Automated Workflows
Dashboards

25. 25. 2019 © AppFolio, Inc. Confidential.
Justin Davis
Sr. Product Manager, AppFolio Inc.
Thanks!
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