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Make Your Member Management Software Pay for Itself

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Introduction

• Four years as WebLink VP Operations

• Over 10 years in technology implementations

• Background in Six Sigma process improvement Joseph Loria

VP Advisory Services

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Agenda

• Usage Trends in WebLink Connect

• Industry Trends

• The Typical Experience and Outcome

• What You Can Do Differently

• How WebLink Helps

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Quick Poll!

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WebLink Connect Usage Trends

0

0.5

1

1.5

2

2.5

3

3.5

Member Data Finance Events

Mill

ion

s Sc

ree

n V

iew

s

Maintenance

0

0.5

1

1.5

2

2.5

3

3.5

Sales Contacts Project Mgmt

Growth

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So, is this normal?

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Trends Across Industries

• Only 1/3 of CRM implementations succeed!

• Failure reasons:

– Technology issues (33%)

– Lack of business process management (27%)

– People issues (22%)

– Poor strategy (18%)

Forrester, 2012

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User Adoption Psychology

- IBM Business Consulting Services, 2004

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Our Observations

time

adoption

benefit

Turnover

Economy

Strategy

Technology

people / process technology

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Quick Poll!

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What is 67% Likely to Happen?

1. Users fight it, and usage diminishes

2. Leaders blame the technology and give up

3. Lack of use erodes the overall value

4. A new system is bought to solve the problem

5. Repeat above steps

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“Disappointment with

CRM is usually the result

of poorly conceived

strategies that lack a

laser focus...”

- William Band, Forrester, 2012

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Tech

Process

People

“What a new system

really comes down to is

an exercise in change

management.”

- CIO Update, 2003

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Can you Really Change the Trend?

How about a 63% increase in annual sales?

An 88% increase in first-year retention?

Results the Dallas Regional Chamber achieved in 2011 with a rigorous focus on people and process.

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What You Can Do

1. Promote user adoption and acceptance

2. Focus on the underlying business processes

3. Define and track the right metrics

4. Get senior leaders visible in the initiative

5. Keep your data clean and up to date

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User Adoption – Hot Tips!

• Provide incentives that align behavior

• Integrate the system into meetings

• Don’t skimp on training

• Facilitate informal sharing

• Don’t allow alternate systems

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Business Process – Hot Tips!

• Define, map, and document!

• Identify lags, poor output, low value

• Get team input and buy-in

• Take an agile, iterative approach

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WebLink Launches Business Builder

• Engage after the Technology phase

• Resolve the 5 steps to success

• Align people and process with technology

• Accelerate users up the adoption curve

• Maximize revenue through optimal sales and retention processes

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Our Business Builder Products

• Accelerator Appraisal

• Sales Accelerator

• Retention Accelerator

• Revenue Accelerator

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Thank You!

Joseph Loria

joseph.loria@weblinkinternational.com

877-231-4970 x102