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The Association of Clinical Research Professionals
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Written by Tom Lehman on May 16, 2019 at 9:08 AM | 4 minute read

 

“Digital transformation” is leaving no stone unturned. Its effects aren’t limited just to big consumer brands like Amazon, Netflix Uber. Dansko Professional Men’s Sz 12.5-13 Antique Brown Leather Work Clogs X19-1237Technology has changed how people travel down the path toward membership at your association, and how they engage with your association if or when they join.

A member’s experience with your association or nonprofit used to look different.Adidas EQT Support 93 17 Core Black Turbo BB1234 Size 8.5 They might hear about you through a direct mail flyer, send in a check to join, and attend a conference once a year. That was association membership. Their journey to joining your association was linear and sequential.Georgia Boot Men's 7EEE Steel Toe Slip Resist Safety Boot Oxford Opryland NEW

Now, they come to your association at various stages of the funnel, or the member/buyer’s journey. And along the way, they expect a different experience from what was the norm 20 years ago.

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No matter the reason for the change, anyone who has grown an online community to maturity can tell you that the thought of moving that community to a new platform is enough to keep a person up at night.Prada Men's Square Toe Slip On Loafers Leather orange Size 10

There are logistical and personal challenges to migrating an entire community, like:

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  • What if members start their own rogue communities because they hate our new platform?

But whatever your worries are, moving your community could be what it needs to become even better.

Rockport Men's Barnwell Walking shoes Black-Size 7.5-NIBTo get you to that new, better place, there are some strategic elements to think about as you transition your community from one platform (be it social media, a different company, or a listserv) to another.

We’re here to help you meet your goals while avoiding these pitfalls.

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Written by Sperry Top-Sider Men's Clipper Ltt Oxford - Choose SZ color on May 9, 2019 at 10:53 AM | 5 minute read

Do you have a Customer Advisory Board (CAB) or customer advisory council?Adidas Neo CF Racer TR White Black Men Running Casual shoes Sneakers BC0060 A lot of software companies do. It’s one of those boxes that you check because you know it’s a best practice.

But something else that’s common is when companies check the CAB box just to have one, but don’t end up doing much with it (likely because of the workload it takes to manage). Adidas Coast Star black shoes shoes men Sportive Sneakers EE8902 2019Rather than becoming the product and customer experience-changing entity that it has the potential to be, many CABs go into hibernation, never to be heard from again.shoes Baskets adidas unisexe Superstar Black size black blacke Cuir Lacets

It’s time to change that. It’s time to mobilize your CAB for action.

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Written by Nick Mignogna on May 1, 2019 at 10:14 AM | 9 minute read

 

In today's global economy, you're no longer competing with just the businesses in your town.Lacoste Graduate LCR3 SPM blue You're competing around the world, and you may offer similar products and services to half a dozen other vendors, maybe more. Diadora N9000 Mii whiteo red C0673 Hombre Tamaño 9You need a way to differentiate yourself outside of product and price, which can only be tweaked so much.

Smart businesses that find themselves in this situation turn to customer support as the differentiator.

Excellent customer service and support are highly effective ways to stand out because they also build loyalty among your customers.Salming men Distance D1 Low & Mid Tops Schnuersenkel Laufschuhe Gruen GroessIt will often cause them to select you for renewals and recommend you even if your prices are higher than the competition. Just consider these stats:

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So how do you create a great customer service experience that puts you on the right side of these statistics?

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