5 mistakes that haunt associations when using their membership database

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From a presentation on October 31, 2012. Details the mistakes associations and chambers of commerce make when using their membership database and how those mistakes affect their business.

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5 mistakes that haunt associations when using their membership database

  1. 1. Far more than member management software 5 Mistakes That Haunt Associations When Using Their Membership Database
  2. 2. 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 Curt Moss Senior Product Marketing Manager curt.moss@weblinkinternational.com
  3. 3. Far more than member management software About WebLink • Founded in 1996 • Clients: associations and chambers • Membership management software • Websites/SEO • Non-dues revenue
  4. 4. Far more than member management software WebLink Clients • 550+ clients • Local, state and national associations • 40% of top 50 metro and 20% of state chambers are clients • 500,000+ members supported
  5. 5. Far more than member management software
  6. 6. Far more than member management software WebLink International • Membership management software • Website design • Mobile apps • Non-dues revenue DATABASE Your computer Your website Accounting Software Mobile Remote Locations
  7. 7. Far more than member management software 5 Mistakes That Haunt Associations When Using Their Membership Database
  8. 8. Far more than member management software Your association database is the single most important asset your organization owns.
  9. 9. Far more than member management software Most Associations Don’t… • Hold Patents • Manufacture Products • Create Proprietary Information • Conduct Extensive Research
  10. 10. Far more than member management software The collection of data in your membership database IS a propriety asset.
  11. 11. Far more than member management software Your membership software contains… • Contact information • Employees • Billings, invoices • Contact history • Committees • Reporting • Much more…
  12. 12. Far more than member management software Your data is crucial to your organization’s success.
  13. 13. Far more than member management software Mistake #1: Secret lists
  14. 14. Far more than member management software Mistake #1: Secret lists • Excel files used as a management tool • Notes outside your system • Board members • Members who want X or are interested in Y
  15. 15. Far more than member management software How secret lists will haunt you • Two (or more) systems to update • Out of sync, errors • Sharing list is hard • Multiple versions of documents
  16. 16. Far more than member management software The solution • Membership management software – Tags – Groups – Codes – Custom Fields – Related Profiles
  17. 17. Far more than member management software Mistake #2: No database-website integration
  18. 18. Far more than member management software Mistake #2: No database-website integration • Manually update directories, events, lis ts • Send to vendor to update “ASAP” • Online event registration is not seamless
  19. 19. Far more than member management software 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
  20. 20. Far more than member management software The Solution • Full integration • Instant updates for member listings • New members get exposure & benefits immediately • Update once, reflect in many places
  21. 21. Far more than member management software Mistake #3: Not having all the staff use it
  22. 22. Far more than member management software 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
  23. 23. Far more than member management software 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
  24. 24. Far more than member management software The Solution • Everyone has a login • Everyone is trained • Get the information they need • Give information others need • Find ways to use it MORE
  25. 25. Far more than member management software Mistake #4: Sharing logins
  26. 26. Far more than member management software Mistake #4: Sharing logins • Generic logins – Admin – Marketing – Intern • Share another user’s login
  27. 27. Far more than member management software 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
  28. 28. Far more than member management software The Solution • Unique logins • User roles • Training • Management commitment to use the system to deliver value
  29. 29. Far more than member management software Mistake #5: No documented data entry policies
  30. 30. Far more than member management software Mistake #5: No documented data entry policies • Addresses • Abbreviations • System Code • Nomenclature • Notes fields vs. choices • Procedures
  31. 31. Far more than member management software How a lack of data entry procedures will haunt you • Hard to report on • Errors • Inconsistent data entry • Additional work • Can’t manage effectively
  32. 32. Far more than member management software The Solution • Document processes • Collaborate • “Desk notes” • Job shadowing • Cross-training
  33. 33. Far more than member management software Bonus Mistake: Not Recording Conversations • Copies of emails sent to members • Notes about conversations • Agreements or disagreements • Issues/resolutions
  34. 34. Far more than member management software 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
  35. 35. Far more than member management software The Solution • Membership management software/CRM • Easily record emails, calls, discussions • Track by type of contact, by user, date • Reporting & visibility
  36. 36. Far more than member management software WebLink • List & group management • Fully integrated database & website • Audit trails for unique logins • Record & report on documented conversations • Advisory services for process improvement and documentation
  37. 37. Far more than member management software Thank you!
  38. 38. Far more than member management software Happy Halloween!
  39. 39. 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 Curt Moss Senior Product Marketing Manager curt.moss@weblinkinternational.com

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