As we close 2020 and move into 2021, association leaders may be looking for ways to increase their organizational efficiencies – a kind of new year’s resolution. Association leaders should resolve to review how technology supports the organization’s processes. Unfortunately, many organizations delay examining their use of technology, taking an “If it ain’t broke, don’t fix it” approach, not recognizing that their current processes may be costing them money. Money, in terms of time and inefficient staff processes. Money in the form of missed opportunities to improve the customer experience, resulting in loss of sales. It can also mean money in terms of loss of members due to bad customer service.
This task may seem daunting, so here are three suggestions for how to go about tackling this initiative: