Feeling the stretch
The Chartered Secretaries of New Zealand (CSNZ), part
of a world-wide organisation in over 90 different
countries, provides support, education and networking for
over 44,000 members world-wide. Its aim is "the promotion
and advancement of the efficient administration of
commerce, industry and public affairs." In New Zealand,
over 1,400 members, from Government, both central and
local, non-governmental agencies, charities, churches,
co-ops, and the commercial sector, equal over 230
different job titles - giving CSNZ the on-going challenge
of providing the right support for the right member at
the right time.
But with an outdated website and time-consuming
membership database system CSNZ were sorely in need of a
professional and easy to use membership system.
Cyberglue's member relationship management software
Memberconnex was able to provide that and much more.
Time for a fresh approach
In the early 90s, CSNZ set up their member's website.
At the time it was able to provide the necessary tools
needed but it soon became apparent that the service was
not extensive enough and there was a huge risk management
problem with support of the system. A fresh and more
professional approach was needed to help retain their
existing numbers as well as grow their membership.
So, with a checklist from international members of the
CSNZ about what to include in a membership programme, and
positive feedback from other professional organisations
who had already implemented Cyberglue's member
relationship management software, CSNZ were able to
confidently progress with installing Memberconnex.
"Because we were part of a
global organisation, CSNZ was able to learn from other
members' mistakes to make sure we employed the right IT
provider. We were able to make the right choice at the
right time - at the beginning."
CEO of CSNZ, Grant
Diggle
By choosing Memberconnex through Cyberglue, Diggle was
able to get all the conditions he and his board had set
up to accomplish: good functionality; ease of use for
members, the organisation, and general public at a
cost-effective price; and a professional web presence
where information could easily be extracted. Memberconnex
appealed because it was a product tailor-made to match
the needs of the organisation. An on-going service charge
also made it manageable financially - there were no
hidden costs or the possibility of a budget blow-out.
Now CSNZ has an automated membership portal that can
provide dramatic results in communication to contacts and
members, providing real time access to member benefits
around the clock. They can manage the membership database
and members can update their own details at anytime. The
provision to pay membership dues and purchase products
and services and relevant publications has streamlined
operations.
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As part of the commitment that the organisation has to
on-going professional development, members can easily
enrol for education and training and register for
seminars and events. Feedback from members has been
positive with indications that it is a good step forward
for the organisation and its members.
Effective targeted marketing
An additional advantage is the ability to increase the
reach of the communication of events or seminars. CSNZ is
able to easily work in with other related professional
organisations where there is some cross membership.
Diggle notifies each of these organisations of an
upcoming event. They in turn email their members as well
as posting it on their website, with a link to the CSNZ
website where the event is also advertised. The end
result is simple, cost-effective and maximum exposure of
an event.
"I see Memberconnex as a
great way to help members communicate with us and for us
to communicate with them".
The challenges ahead
The ongoing challenge for CSNZ is how to meet the
needs of future members and in particular those from
generation X and Y. The baby boomers are moving through
but for the organisation to remain vital and relevant it
needs to be looking at ways of keeping future members
interested in the organisation.
There has been much debate, both nationally and
internationally about the best ways of doing this. Diggle
believes it is necessary to provide some flexibility to
younger members who may want to opt out for a period
without totally losing their membership. (The norm is
membership to be for life.)
Diggle is also looking at alternatives for members to
communicate with one another. He believes that offering
blogs for members to be able to keep in contact with one
another, especially while studying will not only help
members now but could appeal to younger members as well.
At present, during study (distance learning) they are in
regular email contact with lecturers and fellow students
and come together from time to time for weekend
workshops. But having blogs available via the website
would make communication a lot more fluid and easy.
Having the right platform, Memberconnex, right from the
beginning will make this an easy reality for CSNZ's
members.
Well equipped for the future
With the implementation of Memberconnex, CSNZ is
well-equipped to face the challenges ahead and still
remain relevant to the needs of its members today. CSNZ
now have the membership system that is expected of a
professional body that allows them to communicate with
their members and for members to communicate with
them.
"The whole process of
implementation has been painless".
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