Author Archives: Memberships Matter

You’re feeling pretty good about your Member Engagement metrics. The data shows that users are logging in daily, clicking around, and seemingly making the most of your platform. But hold on. Your churn numbers are still concerning. The possibility of having them churn out at renewal is creeping up. Also – expansion is way lowerContinue reading “Why Member Success is NOT Guaranteed by their High-Usage of your Products and Services.”

Let’s get real. You’re swamped, your Member Success team is overwhelmed, and you’re juggling the constant demands of retaining customers while chasing that elusive long-term success. You’re in firefighting mode—again. You know you need to shift from a reactive approach to a proactive one. Deep down, you feel the urgency, but the ‘how’ eludes you.Continue reading “Retaining Members shouldn’t be challenging – Every proactive action should be mapped to Outcomes for Member Success”

As a Member Success Manager (MSM), it’s easy to fall into the trap of just going through the motions with your Members. You have a list of tasks to complete, metrics to track, and goals to achieve. But what if I told you that being curious could transform your relationship with your Members and positionContinue reading “The Power of Curiosity in Member Success”

The only universal truth in Member Success is that it’s always evolving and if your organization is using the strategies and tactics that were the ‘new norm’ in Member Success Management – new, even 3 years ago, – you’re being left behind. Over the past few years, that evolution has happened far more rapidly thanContinue reading “Member Success is Always Evolving; Shouldn’t your Member Success Management Tactics Evolve with it?”

Member Success is a Growth Engine. Investing in Member Success-driven Growth is an efficient way to drive revenue and valuation, and we need a metric that is designed to measure that growth. Introducing, Success Vector. Why “Vector” instead of “Health”? Vector is defined, according to a quick Google search, as “a quantity having direction asContinue reading “Success Vector – a Better Member Health Score”

When it comes to Member Success Management, you first need to know where the Member is right now (point A). When they’re just getting started, this is easy. However, when they’ve been using your product or resource for the last18 months to help them reach their Desired Outcome through their Appropriate Experience with your organization,Continue reading “Member Success vs. Member Success Management”

Member Success starts with acquiring Members that have Success Potential. Members that have Success Potential are said to be good fit Members. This is the opposite of badly fit Members that cannot get value from a relationship with you, now or in the future. If you knowingly allow badly fit Members to be acquired, nothing else you doContinue reading “Success Potential: The Foundation of Member Success”

Member Success is not about making Members happy. Associations exist to make Members successful, not happy. Monitoring Member Happiness  “What’s the best tool to monitoring individual Member happiness with my Concierge Onboarding and Member Success teams?” Let’s talk about Happiness versus Success. If you try to go for the Happiness of your Members, you’re probably goingContinue reading “Member Success: How to Monitor Member Happiness”

Today, Investors, Boards, Executives, and Associations in every industry are all looking for rapid, exponential, and efficient growth. And yes, you can have all three of those. In fact, there’s no more efficient (and if done correctly), rapid, and exponential – growth than growth within and from your existing Member base. And the key toContinue reading “Member Success-driven Growth: Rapid, Exponential, and Efficient”

We have clearly laid out the definition of Member Success for you, and we have also discussed at length what goes into Member Success Management – reminding you again that these are two separate concepts, but they go together. There’s still a chance however that you have a misconception or misunderstanding about Member Success that could keep you fromContinue reading “9 Things Member Success is Not”