Member Service – Regional Planning, Local Execution
Imagine you had to make the choice of joining one of two organizations that served international association executives.
Both are based outside the USA. Both have quality products and services that appeal to you, but how each delivers these products or services to you is very different. One runs everything from their global headquarters thousands of miles from you while the other maintains a regional office with unique service extension designed to support US association professions.
Who do you think would provide better and more timely service to help you realize a better return on your financial investment?
Developing appropriate models for distribution of product and service to members and other customers is critical in today’s highly competitive environment. As association executives, we need to consider global sourcing considerations, ways to mitigate risk, manage foreign supply quality, locate local competencies that match our needs in a region, protecting intellectual property, and help manage a global supplier chain.
Having a team on the ground who can define and capture market expectations in a local marketplace and then adapt systems to manage product distribution and logistics is important. They can help target demand opportunities better than you can from your HQ. They can help you manage currencies and develop customer or partner relationships. They can manage sales and service and work to integrate activities with HQ.
In this section we will see how:
- Web content management system keeps up with global needs (as various team members across multiple time zones contribute seamlessly
- Web-based AMS builds rich single database for deploying products and services eliminating multiple databases, inefficiencies
- Regional volunteer leader development program adapted to local chapters using regional planning and local execution
Local volunteer leader participation grows from 30% to as high as 90-100%
- Component relation communication services improve more direct and closer contact with local membership
- Evolving US- chapter development and management model into a global model to training better local volunteers while promoting the value of chapters