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 click here
.
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 Membership CRM 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 Setup | Scoping & Strategy |
Membership Management, Finance or 3rd party integration, Portal |
|
| Discovery and scoping for a new CRM for a member management organisation to cover dues renewals, customer service processes, and to introduce a portal for member self-service, and to replace their existing website/CMS. | |||||
| Govt. Dept or Authority | Govt - State | CRM Upgrade | D365 CRM Online |
Platform Migration, Extend/enhance functionality, Stakeholder Management, Membership Management, Data Migration (extensive) |
|
| Customer had multiple D365 solutions installed across the organisation, when a single solution would have been appropriate. Our recommendations were accepted, and we consolidated the design into a single solution that accomodated each business unit, with functional improvements and business process changes. | |||||
| Not-for-Profit | Adminstrative or Business Services | CRM Setup | D365 CRM Online |
Compliance Management, Portal, Customer Service, Membership Management |
|
| The Customer required a CRM and portal to support a centralised administration service for member organisations, including workflows and business process automation. The Portal replaced their existing public-facing and member-centric websites. | |||||
| Govt. Dept or Authority | Govt - State | CRM Replacement or Rescue | D365 CRM Online |
Extend/enhance functionality, Stakeholder Management, Membership Management, Data Migration (extensive) |
|
| Review for a customer that had multiple D365 solutions installed across the organisation, when a single solution would have been appropriate. Reviewed the requirements of each business unit, to form a design and recommendations for consolidation and business process changes. | |||||
| Medium Enterprise | Member Associations | Specialist Support | D365 CRM Online |
Customer Service, Membership Management |
|
| Support contract to provide ongoing access to specialist CRM support, for assistance and small enhancements | |||||
| Medium Enterprise | Member Associations | CRM Setup | D365 CRM Online |
Customer Service, Membership Management, Finance or 3rd party integration, SharePoint integration, Data Migration (extensive) |
|
| Customer had an existing, ageing operational solution that needed to be migrated to CRM to meet their ongoing membership management requirements. Recommendations from our scoping study were accepted resulting in an enhanced operational solution to manage their members and community relationships, membership dues renewal processes, as well as case management and customer services. | |||||
| Govt. Dept or Authority | Govt - State | Specialist Support | D365 CRM On-Premise |
Membership Management, Finance or 3rd party integration |
|
| Support contract to provide ongoing access to specialist CRM support, for assistance and small enhancements | |||||
| Medium Enterprise | Member Associations | CRM Replacement or Rescue | Scoping & Strategy |
Customer Service, Membership Management, Finance or 3rd party integration, Data Migration (extensive) |
|
| Customer had an existing, ageing operational solution that was not supportable nor able to scale to meet their ongoing 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. Findings were accepted. | |||||
Get in touch today
Let’s talk about your CRM challenges.
Hopefully our website has given you a good idea about what we can do. Now, we’d love to hear from you. Call, email or use the form below. We look forward to talking about your specific situation, needs, and goals.
"*" indicates required fields
Our thinking
A Quick Start Guide to Dynamics 365 Power Automate Integration
Learn to automate with Dynamics 365 Power Automate integration using Dataverse, connectors, and step-by-step cloud flows for enterprise productivity.
Dynamics 365 Sales Analytics: What It Measures and How It Works
What does Dynamics 365 Sales analytics actually measure? Explore its key features, KPIs, relationship insights, conversation intelligence and reporting options.
How to Eliminate Duplicate Data Entry in Membership Organisations
Learn how do membership organisations eliminate duplicate data entry with CRM automation, deduplication rules, and data governance best practices.