The document summarizes key findings from research on membership renewal best practices. It found that clearly communicating value from the start is critical to retention. Auto-renewal programs have increased renewal rates significantly at many organizations. While direct mail remains important, emails also drive renewals. Most organizations consider renewal emails transactional. Renewal efforts last over a year on average and grace periods after expiration help boost renewals.
McCallum Layton conducted a Snapshots study in November 2015 in order to gain an understanding of people’s current attitudes to customer service, and the role it plays in their relationships with companies and brands.
Hyper-niche segments of customers are becoming ever more readily reachable. There are an incredible amount of channels and tools at our disposal to reach any particular target audience, so is it really necessary that life science companies spend their precious marketing and sales resources creating conference exhibits, flying staff around the world, and paying conferences for exhibition booths?
The costs are huge. Previous studies have found that B2B companies spend 20% of their marketing budgets on conferences. At the same time, conferences are ranked very highly for both generating leads and driving awareness and are also broadly viewed to be effective. Considering that lead generation is consistently ranked as the top marketing challenge perhaps conferences are still worth the cost after all.
Are conferences really still worth it? Are we over-investing in them at the expense of higher-ROI opportunities? Or perhaps they’re so effective that we almost can’t spend enough. With input from over 50 life science marketing professionals, these are the questions this study answers.
On April 19th, Ipsos MORI presented the results of a newly published study commissioned by the Wellcome Trust on attitudes to commercial access to health data as part of a panel discussion for industry and health sector representatives.
The work was an extensive and robust piece of social research, comprising 16 deliberative workshops with members of the public, patients, cohort study members and healthcare professionals and a follow-up face-to-face survey with over 2,000 UK adults.
We are delighted that this work has helped feed wider debate on issues surrounding commercial access to health data, challenges and solutions.
Full report: https://www.ipsos-mori.com/researchpublications/publications/1803/Commercial-access-to-health-data.aspx
The environment in which today's
brands connect and build loyalty with
their customers and program Members are
markedly different than the environment that
existed even a few short years ago. In fact, it
is markedly different than it was even just a
year ago. The pace at which today’s marketing
landscape is changing is remarkable – there
is a chronic torrent of macro trends exerting
their influences on the market. Economic,
social, technological, and political factors
are affecting brand loyalty and programs,
Members’ interactions with programs, how
Members perceive programs, as well as
the role that programs play in the lives
of consumers.
McCallum Layton conducted a Snapshots study in November 2015 in order to gain an understanding of people’s current attitudes to customer service, and the role it plays in their relationships with companies and brands.
Hyper-niche segments of customers are becoming ever more readily reachable. There are an incredible amount of channels and tools at our disposal to reach any particular target audience, so is it really necessary that life science companies spend their precious marketing and sales resources creating conference exhibits, flying staff around the world, and paying conferences for exhibition booths?
The costs are huge. Previous studies have found that B2B companies spend 20% of their marketing budgets on conferences. At the same time, conferences are ranked very highly for both generating leads and driving awareness and are also broadly viewed to be effective. Considering that lead generation is consistently ranked as the top marketing challenge perhaps conferences are still worth the cost after all.
Are conferences really still worth it? Are we over-investing in them at the expense of higher-ROI opportunities? Or perhaps they’re so effective that we almost can’t spend enough. With input from over 50 life science marketing professionals, these are the questions this study answers.
On April 19th, Ipsos MORI presented the results of a newly published study commissioned by the Wellcome Trust on attitudes to commercial access to health data as part of a panel discussion for industry and health sector representatives.
The work was an extensive and robust piece of social research, comprising 16 deliberative workshops with members of the public, patients, cohort study members and healthcare professionals and a follow-up face-to-face survey with over 2,000 UK adults.
We are delighted that this work has helped feed wider debate on issues surrounding commercial access to health data, challenges and solutions.
Full report: https://www.ipsos-mori.com/researchpublications/publications/1803/Commercial-access-to-health-data.aspx
The environment in which today's
brands connect and build loyalty with
their customers and program Members are
markedly different than the environment that
existed even a few short years ago. In fact, it
is markedly different than it was even just a
year ago. The pace at which today’s marketing
landscape is changing is remarkable – there
is a chronic torrent of macro trends exerting
their influences on the market. Economic,
social, technological, and political factors
are affecting brand loyalty and programs,
Members’ interactions with programs, how
Members perceive programs, as well as
the role that programs play in the lives
of consumers.
Getting more members in the door and making sure they renew every year is a task that never ends for associations. And as competition grows and membership becomes more fragmented, constantly innovating new ways of engaging your industry can’t be a priority that gets constantly pushed down the to-do list. It’s a requirement for staying relevant, and this ebook helps you do just that.
Join Fred Kocher, the host of WMUR's "New Hampshire's Business" and President of the New Hampshire High Tech Council as he discusses the outlook for businesses in 2011 with Hampshire First Bank (hampshirefirst.com) executive Jay Dinkel. 111 businesses from 27 classifications answered questions about the state of the local and national economy and other issues impacting business. Learn more! (Webinar originally recorded April 14, 2011).
SHRM Survey Findings: 2013 Employer Perspectives on Disability Benefits--Base...shrm
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Presented on 7/30/2013 as the inaugural webinar for Marketing General Incorporated's new webinar series. The goal of the presentation was to use results of the 2013 Membership Marketing Benchmarking Report (2013 MMBR) and show industry wide trends in membership marketing strategies and tactics, benchmarks for specific tactics used by individual member and trade associations (ie: average overall and 1st-yr renewal rates) and recommendations on how to use this information with real-life examples taken from Mr Schonher's nine years of experience working with associations in membership marketing. The hosts for this presentation were Erik Schonher, vice president and project director, and Dr. Adina Wasserman, director of research and lead researcher for this study.
SHRM Survey Findings: Using Social Media for Talent Acquisition—Recruitment a...shrm
SHRM surveyed HR professionals with the job function of employment or recruitment to learn more about organizations’ use of social media for talent acquisition. Specifically, this report focuses on recruitment and screening of job candidates. It also looks at trends over time, comparing the results to data from 2011 and 2013 when possible.
Membership Benchmarking Report: How do You Compare?Tony Rossell
How does your association’s membership marketing practices and performance compare to other associations?
Marketing General, Inc. has just publicly released the final report of a Membership Marketing Benchmarking Survey on the tactics and strategies associations use to recruit members, engage new members, renew existing members, and reinstate former members.
The Membership Marketing Benchmarking Report included over 500 participating association executives.
Among the report\'s key findings are that nearly half of the associations surveyed continue membership growth; direct mail is the most effective channel for recruiting new members; offering a first-year dues discount is the most effective membership recruitment incentive; a highly personal approach to new member on-boarding helps retain new members; and continuing renewal contacts and services improves renewal rates.
Maria Del Amo and Steve Miller presented in a webinar sponsored by NAFCU Services new strategies to onboard new members. We took a look at current trends in the creidt union space and offer insight on how to maximize Credit Union's communications efforts to attract, retain and grow their membership.
Keys to Community Readiness and Growth: How Brands Prepare for Online CommunityCMX
This research conducted by CMX and Leader Networks establishes how brands invest and grow successful communities in their organizations. The report includes markers for success, why brands are investing, and how to grow communities over time.
Marketing Membership In Good Times And Badeschonher
A great summary of some really good, proven ideas for membership marketers. If you\'d like to find out more, call Erik Schonher, VP, MGI at 703.706.0358
2015 Nonprofit compensation survey discusses insights into trends, but also goes a step beyond, with expanded coverage and detail on:
• Compensation philosophy and practice
• Incentive design data
• C-suite position data, highlighting practices for disqualified persons and key employees
• Board compensation practices
Visit our ordering site for a copy of the full survey. http://www.gtnonprofitcompensationreport.com/
The results of our employee benefits survey. Are you providing benefits to attract, retain and engage employees? Info which will help companies benchmark themselves within the sector and against companies of a similar size. www.spherelondon.co.uk
Membership Series – Part 2: Auto-Renewals & Monthly Installments Could be a M...Billhighway
On-demand webinar available here: https://youtu.be/10YsjbQk6MI
Auto-renewals and monthly installments could revolutionize the way members renew with your association. We'll discuss:
- The benefits of auto-renewal and offering monthly installments
- Any potential pitfalls
- How to get started or optimize current processes
Am Cham Worldwide Executive Directors Conferenceguestf2d62c2
Membership marketing – acquiring, engaging, upgrading, and renewing members – is the cornerstone for associations and relationship driven organizations. This presentation outlines the four key strategies needed for success in membership marketing.
Every year we take the opportunity to run a comprehensive survey of professionals at SaaS companies ranging from early startups to established businesses with over $100M in revenue. Our aim is to better understand the key performance indicators used by SaaS companies to run their business.
For the 2016 SaaS Metrics survey report, we have added several questions based on the comments and responses over the years. New topics covered this year include company spending on customer retention and the definition/measurement of customer health.
The New World of (Member) Engagement: Great Ideas that Work!eschonher
Member engagement is the foundation to the success of all associations and smart association executives know this. But how do you achieve it? This presentation contains tactical ideas, including effective new member onboarding campaign and the use of data modeling to create personas to better target at risk members, from four well known and respected membership authorities.
Getting more members in the door and making sure they renew every year is a task that never ends for associations. And as competition grows and membership becomes more fragmented, constantly innovating new ways of engaging your industry can’t be a priority that gets constantly pushed down the to-do list. It’s a requirement for staying relevant, and this ebook helps you do just that.
Join Fred Kocher, the host of WMUR's "New Hampshire's Business" and President of the New Hampshire High Tech Council as he discusses the outlook for businesses in 2011 with Hampshire First Bank (hampshirefirst.com) executive Jay Dinkel. 111 businesses from 27 classifications answered questions about the state of the local and national economy and other issues impacting business. Learn more! (Webinar originally recorded April 14, 2011).
SHRM Survey Findings: 2013 Employer Perspectives on Disability Benefits--Base...shrm
This is part one of the five-part series conducted in collaboration with MassMutual. The majority (84%) of organizations provide group long-term disability insurance plans to their employees, but will the maximum benefit amount be enough for all employees to support themselves and their families?
Presented on 7/30/2013 as the inaugural webinar for Marketing General Incorporated's new webinar series. The goal of the presentation was to use results of the 2013 Membership Marketing Benchmarking Report (2013 MMBR) and show industry wide trends in membership marketing strategies and tactics, benchmarks for specific tactics used by individual member and trade associations (ie: average overall and 1st-yr renewal rates) and recommendations on how to use this information with real-life examples taken from Mr Schonher's nine years of experience working with associations in membership marketing. The hosts for this presentation were Erik Schonher, vice president and project director, and Dr. Adina Wasserman, director of research and lead researcher for this study.
SHRM Survey Findings: Using Social Media for Talent Acquisition—Recruitment a...shrm
SHRM surveyed HR professionals with the job function of employment or recruitment to learn more about organizations’ use of social media for talent acquisition. Specifically, this report focuses on recruitment and screening of job candidates. It also looks at trends over time, comparing the results to data from 2011 and 2013 when possible.
Membership Benchmarking Report: How do You Compare?Tony Rossell
How does your association’s membership marketing practices and performance compare to other associations?
Marketing General, Inc. has just publicly released the final report of a Membership Marketing Benchmarking Survey on the tactics and strategies associations use to recruit members, engage new members, renew existing members, and reinstate former members.
The Membership Marketing Benchmarking Report included over 500 participating association executives.
Among the report\'s key findings are that nearly half of the associations surveyed continue membership growth; direct mail is the most effective channel for recruiting new members; offering a first-year dues discount is the most effective membership recruitment incentive; a highly personal approach to new member on-boarding helps retain new members; and continuing renewal contacts and services improves renewal rates.
Maria Del Amo and Steve Miller presented in a webinar sponsored by NAFCU Services new strategies to onboard new members. We took a look at current trends in the creidt union space and offer insight on how to maximize Credit Union's communications efforts to attract, retain and grow their membership.
Keys to Community Readiness and Growth: How Brands Prepare for Online CommunityCMX
This research conducted by CMX and Leader Networks establishes how brands invest and grow successful communities in their organizations. The report includes markers for success, why brands are investing, and how to grow communities over time.
Marketing Membership In Good Times And Badeschonher
A great summary of some really good, proven ideas for membership marketers. If you\'d like to find out more, call Erik Schonher, VP, MGI at 703.706.0358
2015 Nonprofit compensation survey discusses insights into trends, but also goes a step beyond, with expanded coverage and detail on:
• Compensation philosophy and practice
• Incentive design data
• C-suite position data, highlighting practices for disqualified persons and key employees
• Board compensation practices
Visit our ordering site for a copy of the full survey. http://www.gtnonprofitcompensationreport.com/
The results of our employee benefits survey. Are you providing benefits to attract, retain and engage employees? Info which will help companies benchmark themselves within the sector and against companies of a similar size. www.spherelondon.co.uk
Membership Series – Part 2: Auto-Renewals & Monthly Installments Could be a M...Billhighway
On-demand webinar available here: https://youtu.be/10YsjbQk6MI
Auto-renewals and monthly installments could revolutionize the way members renew with your association. We'll discuss:
- The benefits of auto-renewal and offering monthly installments
- Any potential pitfalls
- How to get started or optimize current processes
Am Cham Worldwide Executive Directors Conferenceguestf2d62c2
Membership marketing – acquiring, engaging, upgrading, and renewing members – is the cornerstone for associations and relationship driven organizations. This presentation outlines the four key strategies needed for success in membership marketing.
Every year we take the opportunity to run a comprehensive survey of professionals at SaaS companies ranging from early startups to established businesses with over $100M in revenue. Our aim is to better understand the key performance indicators used by SaaS companies to run their business.
For the 2016 SaaS Metrics survey report, we have added several questions based on the comments and responses over the years. New topics covered this year include company spending on customer retention and the definition/measurement of customer health.
The New World of (Member) Engagement: Great Ideas that Work!eschonher
Member engagement is the foundation to the success of all associations and smart association executives know this. But how do you achieve it? This presentation contains tactical ideas, including effective new member onboarding campaign and the use of data modeling to create personas to better target at risk members, from four well known and respected membership authorities.
Member engagement directly impacts an association’s ability
to survive and flourish. Associations that report higher rates of engaged members also report higher renewal rates. The industry lacks a standard definition or measurement method for member engagement, putting the burden on individual associations to develop their own internal definitions and scoring methods.
Thankfully, this can be easier than first thought might indicate and is a worthwhile undertaking.
Engaging the disengaged. Nearly 170,000 participants at T. Rowe Price contributed $50 or less in 2016. How do you gain their attention and get them to act
Bill Handel, vp of research at Raddon Financial Group, reviews the current regulatory environment and discusses the challenges and opportunities, identified at the recent CEO Strategies Group workshops, that lie ahead for credit unions.
Membership is the lifeblood of any association. Chapter leaders are a key asset in the retention and engagement of members and this is very true with the BMW Car Club of America. This presentation includes a number of interactive activities as well as a case study on how one association changed their organization to better communicate with members on a consistent basis.
Membership marketing – acquiring, engaging, upgrading, and renewing members – is the cornerstone for associations and relationship driven organizations. Whether you are an association professional or a relationship marketer, join the discussion on the Membership Marketing Blog and share your ideas and counsel.
The Seven Deadly Sins of Membership MarketingTony Rossell
Often the secret to a thriving membership is not so much working harder. Instead, success can be driven by understanding and removing an impediment that holds back growth. By identifying the challenges and eliminating the roadblocks, membership programs can flourish. This session is designed to diagnose the seven deadly sins of membership marketing and provide insights to remove them and allow membership efforts to advance.
Artificial intelligence (AI) offers new opportunities to radically reinvent the way we do business. This study explores how CEOs and top decision makers around the world are responding to the transformative potential of AI.
Oprah Winfrey: A Leader in Media, Philanthropy, and Empowerment | CIO Women M...CIOWomenMagazine
This person is none other than Oprah Winfrey, a highly influential figure whose impact extends beyond television. This article will delve into the remarkable life and lasting legacy of Oprah. Her story serves as a reminder of the importance of perseverance, compassion, and firm determination.
The Team Member and Guest Experience - Lead and Take Care of your restaurant team. They are the people closest to and delivering Hospitality to your paying Guests!
Make the call, and we can assist you.
408-784-7371
Foodservice Consulting + Design
Senior Project and Engineering Leader Jim Smith.pdfJim Smith
I am a Project and Engineering Leader with extensive experience as a Business Operations Leader, Technical Project Manager, Engineering Manager and Operations Experience for Domestic and International companies such as Electrolux, Carrier, and Deutz. I have developed new products using Stage Gate development/MS Project/JIRA, for the pro-duction of Medical Equipment, Large Commercial Refrigeration Systems, Appliances, HVAC, and Diesel engines.
My experience includes:
Managed customized engineered refrigeration system projects with high voltage power panels from quote to ship, coordinating actions between electrical engineering, mechanical design and application engineering, purchasing, production, test, quality assurance and field installation. Managed projects $25k to $1M per project; 4-8 per month. (Hussmann refrigeration)
Successfully developed the $15-20M yearly corporate capital strategy for manufacturing, with the Executive Team and key stakeholders. Created project scope and specifications, business case, ROI, managed project plans with key personnel for nine consumer product manufacturing and distribution sites; to support the company’s strategic sales plan.
Over 15 years of experience managing and developing cost improvement projects with key Stakeholders, site Manufacturing Engineers, Mechanical Engineers, Maintenance, and facility support personnel to optimize pro-duction operations, safety, EHS, and new product development. (BioLab, Deutz, Caire)
Experience working as a Technical Manager developing new products with chemical engineers and packaging engineers to enhance and reduce the cost of retail products. I have led the activities of multiple engineering groups with diverse backgrounds.
Great experience managing the product development of products which utilize complex electrical controls, high voltage power panels, product testing, and commissioning.
Created project scope, business case, ROI for multiple capital projects to support electrotechnical assembly and CPG goods. Identified project cost, risk, success criteria, and performed equipment qualifications. (Carrier, Electrolux, Biolab, Price, Hussmann)
Created detailed projects plans using MS Project, Gant charts in excel, and updated new product development in Jira for stakeholders and project team members including critical path.
Great knowledge of ISO9001, NFPA, OSHA regulations.
User level knowledge of MRP/SAP, MS Project, Powerpoint, Visio, Mastercontrol, JIRA, Power BI and Tableau.
I appreciate your consideration, and look forward to discussing this role with you, and how I can lead your company’s growth and profitability. I can be contacted via LinkedIn via phone or E Mail.
Jim Smith
678-993-7195
jimsmith30024@gmail.com
The case study discusses the potential of drone delivery and the challenges that need to be addressed before it becomes widespread.
Key takeaways:
Drone delivery is in its early stages: Amazon's trial in the UK demonstrates the potential for faster deliveries, but it's still limited by regulations and technology.
Regulations are a major hurdle: Safety concerns around drone collisions with airplanes and people have led to restrictions on flight height and location.
Other challenges exist: Who will use drone delivery the most? Is it cost-effective compared to traditional delivery trucks?
Discussion questions:
Managerial challenges: Integrating drones requires planning for new infrastructure, training staff, and navigating regulations. There are also marketing and recruitment considerations specific to this technology.
External forces vary by country: Regulations, consumer acceptance, and infrastructure all differ between countries.
Demographics matter: Younger generations might be more receptive to drone delivery, while older populations might have concerns.
Stakeholders for Amazon: Customers, regulators, aviation authorities, and competitors are all stakeholders. Regulators likely hold the greatest influence as they determine the feasibility of drone delivery.
2. METHODOLOGY
2
Industry Benchmarks *
• To find industry benchmarks, we compiled, synthesized, and distilled the leading secondary research
on renewal practices of membership associations.
Survey Target Organizations
• Target Organizations were selected and filtered based on how well they met 10 criteria, to ensure they
were a good fit for the study. Participants completed a 17-question online survey and a 50-minute
phone interview.
*Industry Benchmarks come from a much larger sample size of 394 individual membership associations.
National
Scope
Large
Base
Periodic Active
Renewal Ask
(annual)
Targets
Individual
Consumers
(not B-to-B,
not for their
trade)
Targets
Mostly 50+
Consumers
Ask for
Affirmation
/money
Rely
Heavily on
Direct Mail
Selling the
Power of
Membership
in a Group
Direct
Marketing
Assoc.
Member
Top 50
Mailer of
2015*
TOTAL Potentially Clinching Details
Membership Service Groups
Individual Member Associ. x x x x x x x x x x 10
Motor Club A x x x x x x x x x 9 Similar target, annual renewal opt-
in
Motor Club B x x x x x x x x x 9 high match
Professional Ogranizations
Professional Society A x x x x x x x 7 Direct connection, New to the Top
mailer list
Professional Society B x x x x x 5 Direct connection
3. COMPARABLE ORGANIZATION ANALYSIS
3
# Organization Category Retention Rate
1 Nat. Mem. Assoc. Advocacy / Lobby 78%
2 Professional Society A Advocacy / Lobby 78%
3 Professional Society B Advocacy / Lobby 80%
4 Leading Insurance Co. Insurance 88%
5 Motor Club Insurance 76%
6 Magazine A Special Interest 74%
7 Magazine B Special Interest 70%
8 Fundraiser A Special Interest 32%
9 Fundraiser B Special Interest 69%
10 Alumni Assoc. Alumni Association 67%
5. KEY TAKEAWAYS
5
Lack of perceived value is always the biggest obstacle to renewal.
• All of our interviews and all of the research underlines this point. Tactics are secondary to
value.
• The first year is key. If the value is not there the first year, renewal is far less likely across the
board.
Auto-Renew is the number one factor in increasing renewal rates.
• Most organizations are doing it and have seen rapid growth in the program since launch
• Renewal rates are much higher for those who enroll, which these organizations credit for
much of their improved results.
Direct mail is the workhorse, but email is important.
• Most large organizations rely predominantly on direct mail. The most prevalent and
successful style is a minimalist invoice that “assumes the renewal”.
• Renewal emails are important, even when they do not directly result in conversions, because
they improve response in conjunction with DM.
6. 6
Renewal emails is not “opt-in”.
• Most organizations surveyed treat renewal notices as transactional, not opt-in required. They
generally use “invoice-style” messaging.
There is a retention window sweet-spot.
• Most high-performance focus on soliciting just three months pre-expire.
Renewal does not stop expiration.
• For the majority of organizations surveyed, renewal efforts continue for several months post-
expiration. For many, up to 50% of renewals take place after expire.
• The top-performing organizations continue to pursue lapsed members indefinitely. For most,
email is the most productive channel for lapsers.
Grace periods help renewals.
• A grace period of 2-3 months post-expire before benefits stop is correlated with higher
renewal rates in surveys.
• Our primary research bore this out.
KEY TAKEAWAYS
8. MEMBERSHIP POPULATIONS ARE SIMILAR
8
The majority of organizations surveyed have member populations of a very similar age. As such, they can
reasonably be expected to be a strong point of comparison for best practices in this demographic.
0% 0% 0% 0% 0% 4%
20% 10%
0% 0% 5% 5% 5% 17%
30%
40%
100% 100% 95% 95% 95% 61%
50% 50%
0%
20%
40%
60%
80%
100%
Fundraiser A Magazine A Nat. Mem.
Assoc.
Motor Club Fundraiser B Magazine B Prof. Society B Alumni Assoc.
AGE OF MEMBERSHIP
Millenials (18-34) Generation X (35-50) Baby Boomer (50+)
5% 5% 15% 20% 15% 16%
30%20% 20%
40% 40%
30% 21%
25%35% 35%
30% 30%
25%
14%
20%
40% 40%
15% 10%
5%
9%
25%
0%
20%
40%
60%
80%
100%
Fundraiser A Magazine A Nat. Mem. Assoc. Motor Club Fundraiser B Magazine B Pro. Society B
AGE OF 50+ MEMBERSHIP 50-59 60-69 70-79 80+
9. THE VALUE PROPOSITION DRIVES RENEWAL
9
Both Industry Benchmarks and our survey findings conclude that the value is the most common reason
not to renew.1
• The most common complaint after “not seeing the value” is that too much effort is required to engage in
meaningful benefits.
1 2016 Membership Marketing Report, Marketing General, Inc.
28%
Lack of
engagement with
the organization
26%
Could not justify
membership costs
/ lack of ROI
24%
Forgot to renew
22%
Too expensive
19%
Lack of value
VALUE PROPOSITION
Top Reasons for Not Renewing
37%
Left the field,
industry or
profession
10. NEW MEMBERS NEED TO CLEARLY UNDERSTAND MEMBER BENEFITS
10
If an organization can clearly communicate the value of membership early in a member’s tenure, they can
create lifelong members, as member retention grows significantly after the first year of membership.
• Prof. Society B, Fundraiser A and Magazine B message their first-year members differently to highlight the benefits and
value of membership
88%
80% 80% 78% 78% 76% 74% 70% 69% 67%
32%
0%
20%
40%
60%
80%
100%
Insurance Co. Industry Avg. Prof. Society B Nat. Mem.
Assoc.
Prof. Society A Motor Club Magazine A Magazine B Fundraiser B Alumni Assoc. Fundraiser A
Overall Retention Rate
62% 60%
53% 53%
40%
35% 34%
25%
20%
0%
10%
20%
30%
40%
50%
60%
70%
Industry Avg. Motor Club Fundraiser B Nat. Mem.
Assoc.
Prof. Society B Magazine B Alumni Assoc. Magazine A Prof. Society A Insurance Co. Fundraiser A
1st Year Retention Rate
11. FIRST-YEAR MEMBER RENEWAL IS A UNIVERSAL CHALLENGE
11
All organizations surveyed struggle retaining first year members.
• Clearly communicating the value of membership early in a member’s tenure can create lifelong members, as
member retention grows significantly after the first year of membership.
• Prof. Society A, Magazine A, and Magazine B message their first-year members differently to highlight the
benefits and value of membership.
The longer the
membership history,
the higher the
retention rate
becomes. If we can
keep them past 3 years
– we retain better. 40%
at first year vs. 80-90%
later.
Prof. Society B
New people take
more work – new-
to-file subscribers
don’t renew as
quickly or as
strongly as long-
term subscribers.
Magazine B
1st yr RR 53%
2nd yr RR 61%
3-4 yr RR 71%
5+ yr RR 82%
Fundraiser BPaid members
transitioning from a free
student membership
renew at higher rate
than normal first year
members: 27% (vs. 19-
20%)
Prof. Society A
Renewal jumps from 1st
year at 60% to 2nd year+
at 80%. The hardest
person to renew is a
first-year cash payer.
Motor Club
12. AUTO-RENEW IS QUICKLY GAINING TRACTION
12
• 60% of organizations surveyed offer auto-renew.
• Of those with an established auto-renew program, on average, 26% of their entire membership base
is enrolled.
• Organizations starting an auto-renew program have grown their enrollment by 37% annually on
average.
Yes, 6
No, 4
Do you offer auto-renew?
35%
33%
22%
12%
10%
1%
0%
10%
20%
30%
40%
Motor Club Prof. Society B Magazine B Magazine A Alumni Assoc. Nat. Mem. Assoc.
% on Auto Renew
58%
33%
21%
0%
10%
20%
30%
40%
50%
60%
70%
Motor Club Magazine B Prof. Society B
Annualized Auto-Renew Enrollment Growth (4+ years)
* Magazine A also offers “Auto-Billing”, which sends enrolled members a renewal invoice each year.
13. AUTO-RENEW – BIGGEST IMPACT ON RENEWALS
13
Improving our auto-
renewal effort by using
every opportunity to
ask/incent members to
sign up for auto-renew.
Prof. Society B
Driving customers
to automatic
renewal
(monthly/annual
basis, linked to
bank account).
Insurance Co.
Focusing on “Continuous
Service” (auto-renew) by
making a mandatory
requirement for online channel.
Still looking to expand it.
Magazine B
Shift to auto-
billing
Magazine A
Moving
customer to
auto-renewal.
Motor Club
Auto-renew is new
and already showing
strong numbers.
Alumni Assoc.
Focused on new creative
after hiring new staff – New
card design, new letter.
Doing better job with the
levers we always had. Called
“Continuous service”.
Fundraiser A
Getting more
aggressive in our
asking strategy.
Looking at historical
highest contribution
and asking for 2 levels
above.
Fundraiser B
14. DIRECT MAIL IS KING
14
Direct mail still drives renewal and commands the lion’s share of budget allocation, but several
organizations rely on a synchronized campaign of Direct Mail, Email, and Telemarketing to keep
awareness high throughout the renewal cycle.
0%
20%
40%
60%
80%
100%
Magazine B Magazine A Nat. Mem. Assoc. Fundraiser A Fundraiser B Motor Club Prof. Society B
Renewal Budget Allocation
Direct Mail E-mail Telemarketing Online (paid search, campaigns)
100% 100% 100%
85% 85% 80% 76% 75% 70%
0% 0% 0%
10%
0% 1%
15%
4% 8%
0% 0% 0% 5% 0%
20%
9%
20% 22%
0%
20%
40%
60%
80%
100%
Insurance Co. Motor Club Fundraiser A Alumni Assoc. Fundraiser B Magazine B Prof. Society B Nat. Mem. Assoc. Magazine A
Renewals by Channel
Direct Mail E-mail Other
15. EMAILS PLAY THEIR PART
15
Emails are utilized in-between Direct Mail drops as reminders. Prof. Society B and the Alumni Assoc. both
gain over 10% of their renewals through email.
5
9
7
3
1
4 4 3
1 2
10
4 8
7
4
2
4
4
3
3
1
1
1
3 2
1
2
0
5
10
15
20
Nat. Mem. Assoc. Prof. Society B Fundraiser A Magazine B Motor Club Prof. Society A Fundraiser B Magazine A Insurance Co. Alumni Assoc.
Pre-Expire Contacts by Channel
Emails Direct Mails Phone Other
17
6 5
1 2 1 1
9
3 5
5 4
5 2 2
1
2
1
2
2
1
0
5
10
15
20
25
30
Prof. Society B Prof. Society A Fundraiser B Nat. Mem. Assoc. Magazine A Magazine B Motor Club Alumni Assoc. Insurance Co. Fundraiser A
Post-Expire Contacts by Channel
Emails Direct Mails Phone Other
16. RENEWAL EMAILS ARE TRANSACTIONAL
16
The majority of organizations surveyed consider renewal emails to be transactional and do not require a member
to “opt in” to receive renewal communications. The average email database can reach 61.4% of the membership.
90%
81% 80%
60% 60% 60%
50% 50%
43%
40%
0%
20%
40%
60%
80%
100%
Alumni
Assoc.
Prof.
Society B
Prof.
Society A
Insurance
Co.
Fundraiser
A
Magazine
A
Nat.
Mem.
Assoc.
Motor
Club
Fundraiser
B
Magazine
B
Member Email Coverage
Global Opt-In
Required
10%
Transactional
60%
N/A
30%
Renewal Email Classification
17. RENEWAL STREAM DURATION & EFFORTS
17
Renewal stream averages: Begins 3.9 months pre-expire with 7.1 contacts and continues 12+ months
post-expire with an additional 5.8 contact. Total average contacts: 12.9
7
4 4 3
6
4 5
3 2 2
12
12 12
12
4
6 4
6
3 3
70%
80%
32%
69%
78% 78% 74% 76%
88%
67%
0%
20%
40%
60%
80%
100%
0
5
10
15
20
Magazine B Prof. Society B Fundraiser A Fundraiser B Nat. Mem. Assoc. Prof. Society A Magazine A Motor Club Insurance Co. Alumni Assoc.
Renewal Stream Duration (Months)
Pre-Expire Contact Duration Post-Expire Contact Duration Retention Rate
+ + +
+
16 16
8 8 11 15
7 8 5 5
29
6
11 10 5 0
6 4
4 2
80% 78% 78%
69% 70%
32%
74% 76%
67%
88%
0%
20%
40%
60%
80%
100%
0
10
20
30
40
50
Prof. Society B Nat. Mem. Assoc. Prof. Society A Fundraiser B Magazine B Fundraiser A Magazine A Motor Club Alumni Assoc. Insurance Co.
Renewal Stream # of Contacts
Pre-Expire # of Contacts Post-Expire # of Contacts Retention Rate
18. MEMBER RENEWAL TIMING
18
When averaged, the majority of renewals are captured pre-expire. However, several organizations renew a
large portion of their membership post-expire.
45%
30%
5% 5% 5%
0% 0% 0%
45%
55%
45%
40% 40%
90%
51%
40%
10%
15%
50%
55% 55%
10%
49%
30%
78% 78%
80%
74%
32%
76%
69%
67%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Nat. Mem. Assoc. Magazine B Prof. Society B Magazine A Fundraiser A Motor Club Fundraiser B Alumni Assoc.
Member Renewal Timing
% Renewing 5+ Months Before Expire % Renewing 0-4 Months Before Expire % Renewing Post-Expire Retention Rate
19. GRACE PERIODS HELP RENEWAL – INDUSTRY BENCHMARKS
19
Grace periods help member renewal – Associations that do not offer a grace period generally see lower
retention rates than those that do. On average, grace periods last 3 months.
18%
25%
46%
9%
2% 1%
We don't offer a grace
period
One month 2 to 3 months 6 months One year More than a year
FIGURE 20 – Length of grace period
• Individual member organizations with renew rates under 80% typically do not offer a grace period beyond three months; only 1%
offer a six-month grace period.1
• Individual member organizations with an 80% or higher renewal rate offer a wider range of grace periods: 17% offer a one-month
grace period; 52% offer a two-to-three-month grace period; and 11% offer a six-month grace period. 1
1 2016 Membership Marketing Benchmarking Report, Marketing General, Inc.