A CRM solution to drive improved business performance and member experience.
In today’s fast-paced business environment, professional organisations and industry associations face unique challenges in managing and engaging with their members, where relationships, personalised interactions, and strategic communication play pivotal roles in achieving organisational goals.
Many Professional Organisations and Industry Associations not only have to service the needs of their individual members, but also act as a crucial intermediary, connecting industry stakeholders, advocating for policy changes, and fostering a sense of community among its membership base.
Amidst these responsibilities, the importance of a robust Customer Relationship Management (CRM) solution cannot be overstated. CRM tools are not just for sales teams or customer service departments in the corporate world; they are indispensable for membership organisations that seek to optimise their operations, enhance member experiences, and drive strategic growth.
Today, members expect a seamless and integrated experience across all platforms they interact with. Whether they are accessing the organisation’s website, speaking with an organisation’s staff, or accessing the member portal, the transition between these platforms should be smooth and intuitive. Many membership organisations believe that a website, portal and CRM are separate solutions that need to be integrated. However, a well-designed and implemented CRM is a single “no-integration required” platform, as all member data, processes and interactions across these different platforms actually access the same database and processes.
A Beyond CRM membership management solution can transform membership organisations & associations through four key pillars:
- Centralise Member Data for deeper insights and personalised engagement
- Enhance Member Experiences with tailored services and seamless self-service
- Streamline Operations with automation to save time, cut costs, and reduce errors
- Make Data-Driven Decisions that maximise your organisation’s impact
Centralise Member Data
At its core, a CRM solution creates and maintains a member-centric data model, associating all other transaction and interaction data, allowing organisations to maintain and build comprehensive member profiles. This centralised repository of information ensures that all member interactions, preferences, and engagement histories are accessible, enabling tailored communication and personalised service. But it’s not just about managing data, as a well-implemented CRM solution provides operational processing capabilities that integrate seamlessly with other digital channels, providing members with a cohesive and intuitive experience across websites, member portals, and communication channels.
Enhance Member Experiences
For professional organisations and industry associations, enhancing member experience is paramount.
A CRM solution allows organisations to offer self-service options, tailored services and benefits, and personalised event recommendations. This fosters stronger connections and loyalty among members, as they feel understood and valued by the organisation.
In turn, these positive member experiences translate to higher retention rates and increased member engagement, driving the overall success of the organisation.
Streamline Operations
Operational efficiency is a significant outcome, with automating routine tasks such as membership renewals, benefit applications and processing, event registrations, and communication workflows, saving time and resources, while reducing demand on internal teams.
Automation can support an organisation to introduce new benefits, different membership plans or payment methods etc and provide more flexible options to your members.
Furthermore, streamlined operations reduce the risk of errors and inconsistencies, providing a smoother experience for both members and staff.
Enable Data-Driven Decision-Making
CRM solutions empower organisations with data-driven decision-making capabilities.
By analysing member trends, preferences, and engagement metrics, organisations can make informed strategic decisions. These insights allow for the optimisation of service offerings, targeted communication strategies, and the identification of growth opportunities.
With accurate and timely data, senior managers and executives can steer their organisations toward achieving long-term strategic goals.
Ready to revolutionise your member experience?
Our e-book, "Transform Your Membership Organisation," reveals how membership-based organisations like yours are driving growth and loyalty by embracing a powerful CRM strategy. To obtain your e-book please complete below.Case Studies
PANSW: Enhancing Member Experience with CRM
The Police Association of NSW (PANSW), is the union for all current and past serving Police officers in New South Wales.
By implementing Beyond CRM’s membership platform, PANSW was able to integrate its website, CRM, marketing platform and member portal, providing a seamless and intuitive experience for its members. The CRM solution enabled PANSW to offer self-service options, allowing members to access highly valuable member only resources and benefits, engage with services online, manage their profiles, and register for events.
Furthermore, PANSW used its CRM platform to tailor its engagement and communication activities to best match member preferences and behaviours.
By analysing member data, PANSW identified key interests and needs, allowing it to offer more relevant and valuable two-way communication pathways. As a result, PANSW saw a significant increase in member engagement, demonstrating the transformative power of a well-implemented CRM solution.
AgForce: Enhancing Operational Efficiency and Member Engagement
AgForce Queensland is the peak organisation representing primary producers in Queensland. Beyond CRM created a member-centric and fully integrated CRM platform that easily captures data to highlight the value the organisation provides to both industry and its members, which was one of the key drivers for the project.
Additionally, a centralised solution provides the CEO and executive management the ability to have industry information, key member interactions, and submissions to government, all at their fingertips without the need for staff to collate the data.
“In creating the solution, the Beyond CRM team took the time to understand how our staff work, and tailored the solution to reduce the amount of internal change, while also understanding the organisation’s need to respond quickly to member needs. On several occasions they have made the impossible happen in a short timeframe.”
Having an integrated platform that spans operations, communications and member portal, AgForce has experienced significant benefits on 2 critical fronts: operational capability and member experience. Since the introduction of the solution, AgForce has seen a huge reduction in processing times for annual renewals and now receives payment earlier than ever before. Part of this enhanced operational experience has been the ability for members to receive tailored and timely renewals through their member portal, which has not only resulted in significant renewal processing improvement, but importantly witnessed a crucial increase in member activity and engagement, all of which were fundamental goals of the project.
Our Experience
We have deployed Dynamics CRM solutions across many segments and industries, for many different purposes. See below for examples that are relevant to this challenge or market, or view and refine from our complete list of experience.
| Company segment | Industry | Challenge | Solution | Keywords | |
|---|---|---|---|---|---|
| Medium Enterprise | Member Associations | CRM Customisation | D365 CRM Online |
Portal, Membership Management |
|
| Addition of a Portal to the CRM membership solution, to both replace their existing public-facing website, and to provide a portal to allow members to self-service and renew and pay for their membership, while also serving up tailored articles. | |||||
| Medium Enterprise | Member Associations | CRM Optimisation | Extensions & Integrations |
Finance or 3rd party integration, Portal, Property Management, Membership Management |
|
| Customer has an external spatial mapping solution, which sources property and property attribute data from CRM, to then build a PDF map of the property, which is loaded into the CRM portal for access by members. | |||||
| Medium Enterprise | Member Associations | CRM Customisation | D365 CRM Online |
Customer Service, Membership Management, Finance or 3rd party integration, Extend/enhance functionality |
|
| Deployment of phase 2 of the customer's solution, adding new functionality and productivity improvements based on their evolving business and experience, and incorporating additional business units not included in phase 1. Includes an enhanced integration to their finance solution. | |||||
| Medium Enterprise | Member Associations | Specialist Support | D365 CRM Online |
Membership Management, Finance or 3rd party integration, Portal, Customer Service |
|
| Support contract to provide ongoing access to specialist CRM support, for assistance and small enhancements | |||||
| Medium Enterprise | Member Associations | CRM Optimisation | Scoping & Strategy |
Customer Service, Extend/enhance functionality, Membership Management, Portal, 3rd Party add-ons, Click Dimensions |
|
| Customer wanted to scope phase 2 of their project to understand costs and timeframe for adding new functionality and productivity improvements based on their evolving business, and extending the solution into additional business units. To include a portal for member self-service and to replace their existing public-facing website. Also included moving from Mail Chimp to Click Dimensions for marketing automation. | |||||
| Medium Enterprise | Member Associations | Specialist Support | D365 CRM Online |
Membership Management, Portal, Customer Service, Finance or 3rd party integration |
|
| Support contract to provide ongoing access to specialist CRM support, for assistance and small enhancements | |||||
| Govt. Dept or Authority | Govt - Local | Specialist Support | D365 CRM Online |
Sales Management, Membership Management |
|
| Support contract to provide ongoing access to specialist CRM support, for assistance and small enhancements | |||||
| Govt. Dept or Authority | Govt - Local | CRM Replacement or Rescue | Scoping & Strategy |
Membership Management, Extend/enhance functionality, Sales Management, Workflows & Business Process, Project Management |
|
| Rescue of an existing D365 solution that was poorly designed and not performing, and was unable to be modified for required improvements, business process changes and reporting. We presented our recommendations on redesigning the solution, resulting in a number of different streams of activity, which were accepted. | |||||
| Govt. Dept or Authority | Govt - State | CRM Optimisation | Extensions & Integrations |
Finance or 3rd party integration, Workflows & Business Process, Extend/enhance functionality, Membership Management |
|
| Customer's CRM was integrated with an ERP/Finance solution, and some of their financial methods (such as Journaling entries and accruals) needed to change to reflect new standards. CRM required modification to reflect these new standards. | |||||
| Medium Enterprise | Member Associations | CRM Optimisation | D365 CRM Online |
Portal, Membership Management, Customer Service, Document Production, Finance or 3rd party integration |
|
| Addition of a Portal to the CRM membership solution, to both replace their existing public-facing website, and to provide a portal to allow members to self-service and renew and pay for their membership, while also serving up tailored articles. | |||||
| Medium Enterprise | Member Associations | CRM Setup | D365 CRM Online |
Membership Management, Finance or 3rd party integration, Portal |
|
| CRM solution developed as a result of accepting our recommendations from a scoping exercise for a membership management CRM, to cover dues renewals, customer service processes, and to introduce a 2 part portal - a portal for member self service and renewals, and a public-facing portal to replace their existing website. | |||||
| Medium Enterprise | Member Associations | CRM Setup | D365 CRM Online |
Membership Management, Portal, Customer Service, Finance or 3rd party integration, Data Migration (extensive) |
|
| Based on scoping study recommendations, implemented a Dynamics 365 Online solution to manage the entire member lifecycle, including all billings. Introduced a member portal to allow member self-renewals and access to policy articles. | |||||
| Govt. Dept or Authority | Govt - State | CRM Customisation | D365 CRM On-Premise |
Workflows & Business Process, Extend/enhance functionality, Membership Management, Finance or 3rd party integration |
|
| Customer introduced new processes and accreditation for advanced certifications for it's members, also impacting the fees and renewals processes, and the integration with Finance. | |||||
| Medium Enterprise | Member Associations | CRM Replacement or Rescue | Scoping & Strategy |
Membership Management, Customer Service, Finance or 3rd party integration, Click Dimensions, Portal, Data Migration (extensive) |
|
| Customer had an existing, ageing operational solution that was not aligned nor able to scale to meet their membership management requirements. The scoping study prioritised how Dynamics CRM was to be introduced as an enhanced operational solutions capability to manage their members/customers and community relationships, including a portal for member self-service, with extension to marketing automation. Findings were accepted. | |||||
| Govt. Dept or Authority | Govt - Local | Specialist Support | D365 CRM Online |
Customer Service, Membership Management, Sales Management |
|
| Support contract to provide ongoing access to specialist CRM support, for assistance and small enhancements | |||||
| Govt. Dept or Authority | Govt - State | CRM Customisation | D365 CRM On-Premise |
Workflows & Business Process, Extend/enhance functionality, Membership Management, Finance or 3rd party integration |
|
| Customer commenced servicing associated members, and offering different services, requiring changes to business processes, workflows and other logic, as well as reporting and changes to the integration to the Finance solution. | |||||
| Medium Enterprise | Financial Services | CRM Customisation | D365 CRM Online |
Membership Management, Sales Management, Stakeholder Management, Workflows & Business Process, Compliance Management |
|
| Creation of a CRM solution for a financial services organisation offering investment products; to manage the sales and application process, with rigorous compliance and validation. | |||||
| Medium Enterprise | Financial Services | Specialist Support | D365 CRM Online |
Membership Management, Sales Management, Stakeholder Management, Portal, Order Management, Click Dimensions |
|
| Support contract to provide ongoing access to specialist CRM support, for assistance and small enhancements | |||||
| Not-for-Profit | Adminstrative or Business Services | Specialist Support | D365 CRM Online |
Compliance Management, Portal, Customer Service, Membership Management |
|
| Support contract to provide ongoing access to specialist CRM support, for assistance and small enhancements | |||||
| Govt. Dept or Authority | Govt - State | CRM Customisation | D365 CRM On-Premise |
Workflows & Business Process, Extend/enhance functionality, Membership Management, Finance or 3rd party integration |
|
| Customer's CRM was integrated with an ERP/Finance solution. The fee structure and methods they would accept payment from members changed, also resulting in changes to revenue forecasting and revenue recognition. | |||||
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