Choosing the Right Member Management Software: A Practical Guide

Shopping around. We’re all doing it these days. Costs are up and we all want to make sure we’re getting the most value for our dollar.

It’s this very thing that might have you shopping around for member management software/CRM database. Choosing the right technology tool is a critical decision for any chamber of commerce. It's the backbone of your operations, impacting everything from member engagement to event planning and financial management. The tool you choose can be an efficiency blessing, while a poor-fitting one can be a nightmare.

This guide will walk you through the process of finding the perfect software solution, even if you don't have a tech background.

Why Upgrade Your Chamber Database?

While escalating costs are a major driver for many chambers seeking new software, even if you're not worried about costs you may still want to investigate the options if you are currently dealing with:

Outdated Functionality: Your current system may lack essential features you need. This happens for two reasons—new technology emerges (hello, AI) and you may not have needed that feature before (you had fair share dues at the time you were last auditioning software and now you’ve moved to member tiers). Whatever the reason, if you haven’t looked in a while, it’s time.

Poor Integration: Struggling with multiple disconnected systems for different tasks? Modern software offers seamless integration for streamlined operations. This has changed a lot in the past ten years.

Lack of Support: Is your current vendor unresponsive or unhelpful? Did you not opt for the paid service version? Good customer support is crucial for maximizing your software investment.

Growth and Changing Needs: As your chamber grows and evolves, your software needs to keep pace.

If you’ve ever auditioned software or tried out different types of tech, you know it can be an exhausting search where it’s easy to get distracted by bells and whistles you don’t need. The following steps will help you navigate the process.

How to Audition and Compare Software

1. Identify Your Needs: Start by listing your must-have features. Consider your current challenges and future goals. Do you need robust event management capabilities? Advanced reporting? Integrated email marketing? Are there things you do outside of a membership management database that with new software you could bring in?

2. Research and Shortlist: Explore online reviews and ask industry acquaintances and peers for recommendations. Create a shortlist of potential vendors. There are many membership software companies out there, but chambers are different than associations or social membership organizations. Keep that in mind when speaking to vendors that don’t usually work with chambers.

3. Request Demos and Trials: Most vendors offer free demos and trials. Use this opportunity to test-drive the software, ask questions, and assess user-friendliness. Check YouTube for videos from everyday users too.

4. Compare Features and Pricing: Create a comparison chart to evaluate features, pricing models, and contract terms. Pay close attention to hidden fees and limitations. Understand the pricing too. Is it a per seat charge or based on how many members you have. Maybe it’s just a flat fee for the software. Is there a setup fee? More about this in the next section.

5. Check Reviews and Testimonials: Look for independent reviews and testimonials from other chambers. This can provide valuable insights into real-world experiences. Ask your chamber pro friends in the Facebook group.

Assessing Value with Different Cost Structures

Software pricing can vary significantly. Consider these common models:

Subscription-Based: Pay a recurring monthly or annual fee. This offers flexibility and predictable costs

One-Time Purchase: Pay a larger upfront fee for perpetual license. May be more cost-effective in the long run but requires a larger initial investment

Tiered Pricing: Choose from different tiers based on features and number of users. Allows you to scale your costs as your chamber grows

Beyond Features and Price

Don't solely focus on features and price. Consider these factors too:

Ease of Use: Is the software intuitive and user-friendly for both staff and members?

Customer Support: Does the vendor offer responsive and helpful support? Some support packages cost extra.

Data Security: How does the vendor ensure the security and privacy of your member data?

Integration Capabilities: Can the software integrate with your existing website, email marketing platform, and other tools? There’s something to be said for ease of use and the cost of workarounds to stitch things together.

Mobile Accessibility: Is the software accessible on mobile devices for both staff and members? While most databases are cloud-based these days, make sure that’s the case.

When to Involve the Board

Choosing member management software is primarily a staff decision, as it directly impacts daily operations. However, since it involves significant budgetary implications, securing board buy-in is a wise move.

Staff can handle research and demos but can present a shortlist of options to the board, outlining the pros, cons, and financial impact of each choice. This allows the board to align the decision with the chamber's strategic goals. Balancing staff leadership with board input ensures the best outcome for the chamber.

Is it Time to Switch? The Financial Equation

Switching software can be a significant investment. Weigh the costs against potential benefits:

Calculate Total Cost of Ownership: Factor in not just the software price, but also implementation costs, training, and ongoing support.

Quantify Potential Savings: Will the new software save staff time? Increase member engagement? Boost event revenue? There is value in a return on time or increased efficiency.

Consider Long-Term Value: Will the new software grow with your chamber and adapt to future needs?

If the long-term benefits outweigh the costs, it's likely time for a change.

Choosing the right member management software is an investment in your chamber's future. It’s not something you should do on a whim but don’t let that deter you either. When you have the right tool, you’re able to do so much more. The right CRM is the difference between driving a nail with a hammer or your hand. Use the right tools for what you’re trying to accomplish and you’ll be a lot happier (and in less pain).

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