Sat.Oct 05, 2019 - Fri.Oct 11, 2019

Membership Q&A: Call or Text?

Spark Consulting

Let’s say you’re over email and want to take your welcome, retention, and/or renewal communications to the next level. Should you call, or should you text? Well, who are your members? What generations are represented and in what quantities? It’s not just your imagination – Millennials and GenZ genuinely do prefer text to voice calls, by pretty significant majorities (in the US, nearly 3/4 prefer text). You can get the full study here.)

Serve your members better with a preference center

YourMembership Blog

Here are four quick tips for getting your association started with a preference center How can your association provide a more personalized experience? Give them an easy way to control what communications they receive from your organization. We’ve all come to expect great online experiences like those from Amazon and Netflix. These days, your association. The post Serve your members better with a preference center appeared first on YourMembership.

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Daily Buzz: Make It Easy for New Members to Engage

Associations Now

Give new members short, high-value content that takes little time to absorb. Also: Incorporate health and wellness into your next event. We’re all pressed for time, and the new members of your association are likely no exception. Don’t lose their attention with dense, time-consuming programs. “I

Why You Should Rethink Association Leadership Training

WBT Systems

Why You Should Rethink Association Leadership Training. Read more about Why You Should Rethink Association Leadership Training

AMC-Managed Organizations are More Stable than Standalone Organizations

Why do organizations managed by Association Management Companies outperform standalone organizations? This paper seeks to answer that question through the results of a study examining the rates of change in the length of chief staff executive tenure and changes in office locations of membership-based organizations between 2009 and 2015.

Arrested Development? A Strategic Approach to Technology Reboots Association Growth


Somewhere back in the Dark Ages of IT- say two years ago, because that’s how fast the electronic world moves now ¬- we thought about technology as a tool to do business. There has been a profound shift in that concept. Technology has made the leap out of the toolbox.

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Members Do Not Have Time to Engage with Their Association

Smooth The Path

I have a good friend that I see too infrequently. When we do see each other, we have lovely, interesting, far-ranging conversations. If time were not a constraint, these conversations could continue non-stop for days. But time is always an issue. We schedule one-hour morning walks, and those walks often stretch to two-hours. Because we run overtime so often, I think we book our walking “appointments” less often than if we stuck to the hour.

Why Your Association Needs a Whistleblower Policy

Associations Now

Sample Policies Think your association needs a whistleblower policy and want some guidance on creating one? Or do you have a policy, but want to make sure that it’s got all the right elements?

How to Use Customer Engagement Data to Identify New Sales Opportunities

Higher Logic

Customer upsell and cross-sell is a huge revenue opportunity for subscription-based software businesses, but many sales teams tasked with account expansion face a similar problem: It’s not always easy to tell which customers are ready for an upsell or cross-sell pitch, and which ones you should continue to nurture. Determining where each customer is in their (ideally) lifelong journey with your company can be challenging, and just like new-customer acquisition, trying to make a pitch or close a deal without first segmenting customers will decrease your effectiveness. But don’t worry: there’s something to look forward to in the world of customer expansion. In today’s business climate, we have access to more data on existing customers than ever before. You can follow your customer’s digital footprint to find qualified growth opportunities within your customer base. 5 Steps to Identify Sales-Ready Opportunities. Here are five key steps to identify selling opportunities, so you can start to create a method for sourcing more qualified and sales-ready leads. 1. Locate or Create Multiple Sources of Customer Activity Data and Start Monitoring Trends. Your customer behavior data is your best tool for finding sales opportunities, so start by establishing quality data sources and monitoring them routinely. These sources of data help you build an accurate picture of your customer’s digital footprint. Look for the most common data sources on your customers, like: Email : Opens, clicks and conversion rates in your marketing team’s automated email campaigns convey intention or interest. Web tracking : Web tracking and transaction history will tell you where your customer prioritizes their time. Website : Landing page submissions, preference management (opt in/opt out) show you where your customer is interested enough to share their information. Social media : Brand mentions on social media help you understand customer sentiment. Online community : Customer conversations or resource uploads/downloads in your online community or support portal are a big sign of customer interest in a certain area and can indicate customer sentiment. Product : Customer product suggestions or feedback in your community or to your product team indicate involvement or interest. Success and Support : Your customer success and support teams have access to health scores, NPS surveys, and CSAT data that can indicate customer happiness. CRM : Your account management record shows previous sales opportunities, in case the account had a previous internal owner and prior upsell attempts. Learning Management System (LMS): Self-education is a big sign your customer is ready for a call – willingness to learn about your products is a great indicator of whether your customer is happy with their product experience and want to invest further. Determine which sources your company has, or might need to develop, and use the information to build customized profiles for each of your customers. 2. Analyze Your Customer Behavior and Build a Persona. It takes time to collect information about your customers and allow for patterns to develop, but eventually you will be able to use that data to create a persona(s) for your ideal sales-ready customer. When you're just starting the process, use assumptions or benchmarks to create your profile, and build on that framework over time. For example, you could start with the assumption that customers who have had recent negative experiences with your product, customer support and/or have many open support tickets, should be excluded from your upsell outreach until these issues have been resolved. Continuing your pursuit could jeopardize future opportunities to grow that customer’s product portfolio. On the other hand, customers using your online community or support portal to discuss a specific issue may present an opportunity to align a product add-on, upgrade, or service. You can assume they would likely consider purchasing additional products or services that provide a solution to this stated challenge, and consider them current or future sales opportunities worth targeting. As you gather more information from customer interactions, expand your sales-ready criteria and profile. Test the profile by contacting your sales-ready customers and recording who makes a purchase or who does not. Eventually, you’ll develop key buying signals within your customer activity data that lead to more qualified upsell opportunities and greater sales success. 3. Review Purchase History and Budget. When working with your “sales-ready persona,” you should consider the individual purchases and budget of your customers. This will give you specific information on each customer's existing solution set and capacity to make a purchase. Review the products your customers have purchased historically, how frequently they make purchases, and how long it has been since their last purchase. If there's a purchase pattern, follow that pattern and contact your customer when their history indicates they're ready to buy. Tip : Budget range is another key point here. You don't want to offer a low-budget customer a very expensive solution. If your customer stays in a single price point, you should too. If customer purchases start small and then increase in value, then they're likely a candidate for an upsell or an upgrade sales opportunity. When evaluating your sales opportunities, factor these and more overt budgetary signals in, such as comments your online community about saving money for future purchases. Resource: 3 Reasons Why You Should be Marketing to Your Current Customers. 4. Review Current Events. While less explicit than budget and past purchases, current events in your customers' personal life, work, or industry could help you determine the quality of the sales opportunity. Look for indicators like these: Have there been any major shifts in communication or technology in your customer's field? Has their company been acquired or obtained investment capital? Have there been any changes to their stock, if the company is publicly held? Has your point of contact changed positions within the organization? Has a new problem arisen from a recent event? And finally, the most important question… Do you have a product that could make things easier or help them bridge a gap? This type of opening is particularly easy to spot if your customers are discussing current events or recent changes in your online community's discussion forum. Take notice of what issues affect your customers and find ways to help. The more likely your product is to solve their new problem or make the transition easier, the more likely it is you've found a new sales opportunity. 5. Still Not Sure? Score Your Customer Interactions. If you still have doubts about your sales opportunities, or you’re overwhelmed by the number of customers you need to analyze, develop a lead scoring system. The premise is the same as lead generation for prospects: Use the scoring system to gauge how interested they are in your product, service, or solution. Here’s a method to help you score leads in your customer base: Identify your active customers and the types of interactions they’re having with your company. Use those interactions to assign point values to their unique customer profiles. Go back to your data sources and assign a quantifiable score. For example, leads might get one point for opening an email, two points for clicking on a link, five points for visiting your website, and ten for posting or replying to an online community discussion about your products. If they ask when a new product will be available and what the price is, that action could be worth 25 points. Make sure to include engagement points from customers across all your communication channels (see the list in step one). Gathering data points from external sources can help create a more complete profile with many behavior indicators. The more engagement points your customer compiles, the more interested they are in your product, and the higher you should rank them when prioritizing your accounts or opportunities. Segment Your Customers Using Behavioral Data and Personalize Their Experience in the Future. When it comes down to it, if you know where your customers have been, you can determine where they want to go next. Using the data sources at your disposal can help you spot key sales opportunities in your existing customer base. Combine new business development techniques with analysis from your customers' digital footprint to gain a clearer picture of their future needs or wants. What next? Once you have this information, create a personalized approach for your customer. Use what you know about their experience to make the pitch relevant. These five steps should help you make better data-driven decisions, quickly locate qualified upsell opportunities, and win more business from people that already love your product.your customers. To understand when your customers are ready to make another purchase, you need to stay close to your customers across their end-to-end journey with your brand. This is the customer life cycle, from pre-purchase through post-purchase. Learn more in our eBook: Customer Life Cycle Management. Editor's note: This post was originally published by Julie Dietz in April 2017 and has since been refreshed to make sure we're bringing you the latest and greatest. Customer Communities B2B Communities User Group Communities Customer Engagement Online Community

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Webinar Recap: Association Value Prop Remix

Blue Sky eLearn

Recently, we had the pleasure of hosting Sonya Pittman Guthrie and Jennifer Rowell, co-owners of Up10 Solutions , on one of our monthly webinars.

4 Tactics You Definitely Aren’t Using to Grow Your Nonprofit Email List

Wild Apricot

Having these 4 tactics under your sleeve will help grow your nonprofit email list in no time


Do You Have These Bad Password Habits?

Associations Now

According to a new report done in partnership with Google, two-thirds of U.S. adults use the same password for multiple things—and that’s not even the worst security habit tech users have. Passwords are really annoying to remember, and you have to use so many of them.

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Your 2020 guide to setting pricing for your association’s educational content

YourMembership Blog

Pricing your association’s learning courses can be tricky, but important, business. With the new year quickly approaching, here’s a look at some strategic pricing practices you should be thinking about. Continuing education is a valuable member benefit and a great source of non-dues revenue for your association. How you price your content can make a. The post Your 2020 guide to setting pricing for your association’s educational content appeared first on YourMembership. Membership & Marketin

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Why you need to be intentional about culture

Association Success

There’s a quick way John Spence can tell if an organization’s culture is effective: Are people smiling when they get to work? Are people actually happy to be there? .

What to Include in Your Annual Report

Wild Apricot

What should you include in your annual report to inspire and inform? nonprofit-communications annual reports

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How Boards Can Equip Themselves for Rapid Change

Associations Now

Accelerating change is putting more pressure on boards to be alert to disruption and respond quickly to it. A new study suggests how they can do that work. Associations are often described as slow-moving ships, but the message to their boards is increasingly clear: Step on it.

Digital Evolution and Learning: Make it personal 

YourMembership Blog

We have all had the experience where we have Googled a product only to be hounded by targeted ads for weeks and months to come. This type of product pushing can give targeted communication a bad rap as it can feel creepy and even intrusive. But when done right personalizing content can be extremely helpful. The post Digital Evolution and Learning: Make it personal appeared first on YourMembership.

TechTalk with Erin Shy from Community Brands


DelCor was pleased to welcome Erin Shy, Managing Director at Community Brands, to discuss recent leadership changes at the organization. View TechTalk here: Subscribe to our YouTube channel. Tips - Trends - TechTalks

Telling Your Story Through Your Annual Report

Wild Apricot

Here are some tips and examples of how to tell your organization's story to make your annual report more engaging and compelling. nonprofit-communications annual reports

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Lagging Employee Engagement? Four Ways to Fix It

Associations Now

Employee engagement is often a challenging thing to get right, especially long term. But a focus on cultural needs and offering the right resources could help rekindle a flagging employee’s mojo. The key to executing your mission is strategy, leadership, and overall drive.

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Who Should "Own" Social Media at Your Association or Chamber?


By now, you know your organization needs to be active on social media, but there’s a problem: You don’t have anyone on staff to actually manage it. You could just pick someone, but you’re all spread so thin, as is. Should you just throw in the towel until you can hire someone new?

The State of Association Sales

Moery Company

Join me for a free webinar on Tuesday, October 29th @ 2:30pm ET. What does the data behind the Moery Company’s record breaking sales operation tell us about what is going on in the Association Sales Marketplace.

Tips for Association and Non-profit Annual Reports

Wild Apricot

Here's the first in our Annual Report blog series and details on our new Getting Started With Annual Reports guide and checklist. annual reports

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Choose Non-Traditional Venues to Spark Creativity

Associations Now

Infusing creativity is key to engaging attendees, and can be achieved by starting with a unique and inspiring meeting space. Meeting planners are continually challenged to create unique and memorable events.

3 Small Ways to Provide Your Members with Added Value


Value is at the core of member retention. If a member doesn’t feel like they’re getting value from your organization, they’re likely to let their membership lapse.

Four Tips To Boost Your Personal Resilience While Doing Nonprofit Work

Beth Kanter

Photo by Amanda/Flicker. I am thrilled to be presenting with my colleague, Ananda Leeke in Boston next week at the Resilience at Work Conference. We will be doing early morning sessions to engage participants in some mindful moment and movement exercises.

3 Problem-solving Elements to Find New Solutions

Association Success

We encounter problems everyday in our personal and professional lives. It’s nothing new, and certainly nothing to be afraid of. Imagine if every time something unexpectedly bad happened, we just panicked and froze. It wouldn’t get us anywhere.

Thinking of a Podcast? Here Are Four Tips To Do Things Right

Associations Now

The popularity of podcasting means you might have to double down on the strategy when bringing your message to the world on the way to making an impact. Read on for some podcasting tips. Podcasting is on the rise in a big way, which is a double-edged sword, if you think about it.

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Best Practices for Monetizing Your eLearning Content

Association Adviser

Monetizing eLearning can provide many benefits to your association and members. Start by asking yourself questions around eCommerce capabilities and functionality. The post Best Practices for Monetizing Your eLearning Content appeared first on Association Adviser.

Why Do I Need Two MarTech Automation Platforms?

HighRoad Solution

When it comes to IT investment, association management teams tend to be subject to a lot more scrutiny than their counterparts in the for-profit world. With good reason too – you’re spending members’ money, so you need to make sure you’re spending it wisely. Marketing Automation Email Automation

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A Lesson from the NFL: Boosting Member Engagement Through Organizational Milestones


If you’re a football fan, then you’re probably already aware that this is the NFL’s 100th Season. To celebrate, the league has organized a number of initiatives to generate fan excitement. Hey, a century is worth celebrating!). They have an entire website dedicated to the 100th season.

How Facebook (and Social Media in General) Shifted Fundraising Strategies

Associations Now

Recent research finds that giving days on sites like Facebook are shifting nonprofit fundraising strategies. But while social media keeps small nonprofits in the game, larger ones still have an advantage.

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Storytelling in the Day of Twitter

Association Adviser

Mobile content needs to be tailored to your social media audiences. That content falls somewhere on what Nina Mishkin calls the Storytelling Spectrum. The post Storytelling in the Day of Twitter appeared first on Association Adviser. Features Marketing & Communications Digital Summit Twitter

Personalize your members’ experience throughout their career journey

Nimble AMS

The critical role personalization plays in member engagement and loyalty. Members expect a personalized experience with your association. And, they value different benefits through each stage of their career. Here are three ways to give them the experience they expect.