CxO Not-for-Profit Performance Improvement Summit - Closing
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Closing session for CxO. CxO is a Performance Improvement Summit for not-for-profit executives with tips, trends, and case studies on how successful associations and not-for-profits are leveraging member/donor engagement measurement strategies to boost retention, revenue, and performance.
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CxO Not-for-Profit Performance Improvement Summit - Closing
- 1. CxO Summit on Continuous Performance Improvement Wrap Up Robert S. Alves, Chairman and CEO Advanced Solutions International, Inc.
- 2. A little about me! • 33 years experience working with not-for-profits – ASI has served 4,000 NFP organizations over the last 23 years – I am the co-founder and CEO of ASI for its entire existance • I worked in the not-for-profit sector for 11 years prior to co-founding ASI
- 3. Lessons Learned • Business strategy should drive your technology • Design systems to help you achieve organizational goals – Measure your progress toward goals – Continuously learn from your activities through efficient data capture and analysis • Reliable, easy to access data is everything! • Your website is your business system! – Your members and donors are the key users – Need a nimble web presence
- 4. Lessons Learned • Massive change in communication is an opportunity to grow and thrive – Social networking - You Tube – Mobility - Personalization – Communities of Interests - Data Capture • C Suite Execs must lead this transition
- 5. Research Shows Challenges Facing Clients • Improving Engagement – Retention and Acquisition – Constituent Satisfaction – Employee Satisfaction – Data Integrity – Brand Enhancement • Improving Performance – Reaching Your Goals – Effective Staff Time Management – Managing Risk – Operating Cost Controls – Keeping up with Changing Technology
- 7. Many organizations are frustrated by multiple systems
- 8. Famous Quote • Insanity: “doing the same thing over and over again and expecting different results.” Albert Einstein
- 9. CxOs need clear vision across the organization from accurate learning mechanisms based on correct data
- 11. The era of CRM is over.
- 16. SPP Clients • American Association of Airport Executives • The Appraisal Foundation • American Advertising Federation • American Short Line and Regional Railroad Association
- 17. Engagement Management Software Complex Integrations Disparate Products & Vendors Higher Cost of Ownership Holistic System, One Database One Product Platform Lower Cost of Ownership Half-Cycle Approach Designed for Staff Full-Cycle Approach
- 18. Ineffective System – Weak Returns From System Investment 1200 1000 800 600 400 200 0 1 2 3 4 5 6 7 Revenue Costs
- 19. Effective System - Strong Returns From System Investment 4000 3500 3000 2500 2000 1500 1000 500 0 1 2 3 4 5 6 7 Revenue Costs
- 20. iMIS is Rated #1… • #1 in total global market share • #1 in customer satisfaction 6 years in a row * Associations w/ $2M budget and above * Data on charts from 2012 Time to Implement Cost to Implement Ease of Implementation Performance After Implementation
- 21. iMIS 20 EMS: Unique Advantages Continuous Performance Improvement Engagement Management Web Development Platform
- 23. Thanks! 1-800-727-8682 www.advsol.com www.imis.com/tour @advsol.com
Editor's Notes
- Good afternoon! I am Bob Alves of ASI your host for this CxO Summitt on Continuous Performance Improvement!! I hope you enjoyed the presentations you saw today. I would like to thank all the presenters and all the attendees for participating with us today!
- I was surprised to count back 33 years to my first experience with NFPs! Time flies when you are having fun!! ASI has been successful and has clients in over 25 countries. 4,000 total and that breaks down to something like 2500 associations and 1500 charities fundraisers!! In my role I get to travel the world and learn about the needs of our clients year after year!!
- As we stand here in 2014 I thought I would share my most valuable lessons learned from working with our clients all over the world!! Our most successful clients make sure their business strategy drives their technology decision making!! When you do that you can set and achieve goals which creates the environment or culture for achieving continuous performance improvement!! With a clear business strategy you can design your operational systems and activities to help you achieve those goals. I think you saw first hand from our client presentations that they were “continuous learning organizations”! Our most successful clients learn from their operational activities at every step of the way to achieve continuous performance improvement! These clients also understand the presence of accurate up to date and easy to access data is crucial to being a successful continuous learning organization !! Last, the latest trend we see within our client base is the growing recognition that your website is your business system and visa versa!!
- I assume nobody here needs to be convinced that massive change is upon us especially in the areas of information and communications and the technologies we use for this!! Historically, this type of massive change has been a prescription for innovation and even re-invention of organizations!! As with any major change in direction the C Suite needs to lead the transition!! Race for Relevance 5 Radical Changes for Associations written by Harrison Coever and Mary Byers tells us that it is imperative for Not-For-Profit Organizations “to Bridge the Technology Gap and Build a Framework for the Future.” “They propose a redefinition of a not for profits approach to technology. The adoption and exploitation of technology, particularly information and communication technologies, must become an integral component of the organizations functioning and performance.” To make this happen the message must be spread beyond the IT, Membership and Development departments. Leadership in every organization needs to be engaged and the messages you hear today are messages that need to be repeated to CEOs and COOs in every Not For profit Organization.
- Our research indicates that associations like you are facing two big challenges in the future; Improving Engagement Improving Performance
- Massive changes in communication and information technologies have taken place! What are you doing about it?? Have you treated your members and your donors as important users of your information systems via the web ? Have you thought about their experience using mobile devices? Does your current operational model ensure you can capture this data from this new way of the world?? What if you invest in the wrong technology platform?
- Does your current technology platform look like this ?? Multiple data silos? Separate databases? Complex integrations ? High costs? We think most systems that have been built up over the past 10 years look like this or are heading there fast! Even some older iMIS systems. And we do not recommend you repeat that with your next investment!!
- If you focus your investments in technology on continuous performance improvement and you commit to serve your on line constituency from where ever they want, from whatever device they want to use you will be going down the right path!! Because your leadership will be in a position to make better decisions for your organization because they are getting information based on the way the world works today. No matter what happens to technology or the next big thing this investment will always pay dividends. At ASI we have over 1000 clients that have been with us for more than 12 years!!
- So we want to suggest that your platform for engagement of your members and donors should look more like this!! Remember!! Massive change in communication is an opportunity to grow and thrive. But you cannot expect to thrive if you keep repeating the same mistakes!! Yes you need to manage the basics of database and accounting but you also have to account for all of these Web site On line transactions Social networking - You Tube Mobility - Personalization Communities of Interests And most importantly capture all the data accurately and get it to a place where it can be easily used for your continuous performance improvement!! What you need to do to thrive in this modern world is not hard…in fact it is quite easy and we sum it up in four words….Recruit …Engage …Measure…Grow !! The problem is the current day thinking for how to systemize all of this is obsolete! Broken!! Your AMS software houses like Avectra Personify Aptify and all the rest designed systems in the mid 90’s for for your staff…not for your members to use. The same for Blackbaud…Raiser’s Edge was designed in the 80’s as a Donor Mgt system. The idea of a CRM system was designed by Seible in the mid 90’s. Microsoft CRM has been around since then as well. Salesforce started in 1999. None of these approaches are the right answer !! Need to throw it out and start over!!
- If you believe you need to better serve all those nice people like the ones in Rome taking pictures of the Pope last year ….who want to access your web site anytime of the day from any device to do business with you then you have to understand the ERA of CRM is over. CRMs were not designed to do this!! It is a square peg round hole scenario. And it will get more messy the harder you try to make this work. And you will never enable continuous performance improvement
- The Game Has changed. The era of Traditional AMS is over…because these systems were not designed to easily allow this woman to register for a conference using her phone after her work out from the stadium steps !!!! And they were not designed to give you easy access to these kinds of transactions!
- The era of DMS is over because Donor Management Systems designed by Blackbaud and the rest were not designed to easily allow this woman to donate to your organization during her walk back to the office from her lunch break…and yes from her phone!! And they were not designed to give you easy access to these kinds of transactions! But I have to warn you ….if you don’t watch out you could make investments today and end up creating the same problems you are trying to get away from. There are still 5000 Microsoft partners out there that will sell you Microsoft CRM!!! Blackbaud is over $500 M in sales now !! Salesforce is the latest entry into the not-for-profit space and they have thousands of partners willing to set you back 20 years. Very confusing market!! So let me offer you a low risk an alternative to finding the right answer!!
- We exposed you to the Success Assessment today so you could get a taste of the conversation we think you need to have with us to find the right answer !! Some of you have filled it out and returned it and we invite others to sit down with your C suite execs and use this assessment to get their attention.
- We invite you to engage with us in the Success Partnership program!! The purpose of this program is for you to be able to prove to yourself that the era of CRM is over and you need an Engagement Management System. But the good news is you do not have to make a full commitment!! There is a relative small fee for this service but it is well worth it and here is what you get. An ASI Authorized performance Improvement Specialist will Review Your Business Processes…Then, Document Your Needs Then we will set up a Test Drive of an Engagement Management System. We will Provide an on-line Engagement Management System (EMS) set up to handle some of your critical business processes for your leadership staff to evaluate and test. This will demonstrate beyond any doubt that CRM and AMS and DMS are dead. You will see how your web site and your business system should be and can be one in the same. Saving you thousands of dollars Establish preliminary KPIs Assess Hardware and Implementation Needs Provide a Personalized Report. Solutions to your needs will be presented within the Engagement Management Model ! Deliver a business performance improvement plan Best practices recommendations for key processes Find out how much money we can save you! Establish a revenue enhancement model for your organization Establish a cost and risk reduction model for your organization
- To wrap this up ! Here you can clearly see the significant difference between the Half Cycle Approach of the traditional AMS or CRM System versus an EMS, Engagement Management System AMS High Cost of Ownership System Ineffectiveness Weak Management Tool . That is why we consider the AMS approach as out of date and today a modern system engaging their members is an EMS
- It is entirely possible a new system investment could create a slower than expected increase in revenue while at the same time increasing your costs due to the cost increases from lost opportunities!! This is what you want to avoid!!
- Also, It is entirely possible to achieve increasing revenue from strong member engagement while at the same time decreasing your costs due to smart business decisions from a modern system accompanied by the right programs services and tools. !! This is what you want to achieve!!
- Now that you know about our breakthorugh EMS system I wanted to also tell you about ASI’s market leading credentials! For all 6 years of the independent Lehman Associates survey iMIS has been rated in #1 in the two most important areas. It shows we are number 1 in total global market share for associations and that is a greater share than the next 2 competitors combined. (CLICK) We also were rated number 1 for customer satisfaction!! For being on-time, on budget, easy to use and most importantly for our performance after the system is implemented. In each category a different company was rated second to us. This demonstrates our unusual consistency for being # 1
- iMIS 20 brings three unique advantages to our clients! First, clients may take full advantage of our modern approach designed to work the way the world works today to Recruit, Engage, Measure and Grow like never before!! Year in and Year out!! Second, Clients may offer members access to their system for everything they need anytime , from wherever they are from any device!! Third, our powerful Web Management Platform allows clients to fuse their database and their member websites . This powerful capability allows you to Provide Members Easy, Flexible Web Interfaces for Engagement With You