The pandemic has transformed our ways of living and working, profoundly affecting customer relationship management. For organizations managing members, this relationship is even more crucial. A member is a customer for whom the relationship with your entity is paramount, as it is a long-term commitment based on trust and loyalty.
According to a French study*, 34% of the companies surveyed believe that supporting and strengthening proximity with their customers is a major challenge for the post-pandemic customer experience (INIT, 2020).
But how can this be achieved and what opportunities can be seized?
Digitalization appears to be a key answer to these challenges. Moreover, Smart Membership, our community management solution, allows you to leverage digital technology to transform your relationship with your members and offer them an exceptional experience that reflects who you are.
(*study on customer relations in French companies in 2020 with 600 respondents. This study was conducted by INIT, a research and consulting firm specializing in customer satisfaction and experience, in collaboration with the Association for Customer Complaint Management and the Sens du client blog)
Adapting to new realities
Member expectations have evolved with the pandemic. They are now looking for more flexible membership models and benefits adapted to a changing world. Based on our experience, Smart Membership covers different types of memberships, whether annual, monthly or any other period, with prorating applied or dynamic calculation. Our solution provides member managers with the tools they need to offer different types of memberships in line with their strategy.
Moreover, Smart Membership allows you to offer digital benefits via an integrated member area. By providing exclusive content on the member portal, you give your members an additional reason to stay engaged with your organization. They can access resources, articles, and videos that help them get the most out of their membership.
Similarly, by reserving certain events and event tickets for members, you strengthen the sense of community and belonging. Your members feel valued and enjoy unique experiences that they could not have elsewhere. In a world where in-person interactions are limited, these digital benefits take on their full meaning to maintain the connection with your members and offer them tangible added value.
Using digital tools
Digital technologies have become essential to maintain the connection with remote members. In a context where remote interactions are favored, or sometimes mandatory, digital tools allow organizations to stay in touch with their members and continue to offer them a quality experience.
Smart Membership, based on the Odoo ERP, allows you to centralize and manage all processes related to member management, events, and the community in an interconnected way. We have modified and improved Odoo specifically to meet the industry-specific needs of member management. Unlike standard Odoo, Smart Membership offers a customizable portal, a benefit management system, and advanced analytics tools to track member engagement and personalize interactions based on their preferences.
Maintaining remote engagement
The COVID-19 crisis has been a real shock for many companies, some of which, depending on the sector, have become aware of the crucial importance of digitalization to maintain the connection with their members and continue to offer them a quality customer experience.
This awareness has opened up new opportunities for organizations, which can now reach their audience differently, offer innovative services, and optimize their processes thanks to digital technology. By taking advantage of these opportunities, companies can strengthen the engagement of their customers and create a more resilient and connected community.
Smart Membership allows you to stay in touch with your members thanks to features such as access to exclusive resources, centralized social network management, sending segmented newsletters, organizing interactive webinars, and creating online discussion spaces, etc.
By personalizing your communications and multiplying digital touch points, you strengthen your members' sense of belonging and encourage them to become more involved in the life of your organization. Smart Membership gives you the keys to cultivate a close relationship with your members, even remotely, and to take advantage of the opportunities offered by digitalization.
In conclusion, member management in a post-pandemic world presents many challenges, but also unique opportunities for organizations that know how to adapt. By using appropriate digital tools such as Smart Membership, you can respond to the new expectations of your members, maintain their engagement remotely, and transform your membership management.
Don't miss this opportunity to evolve your organization. Contact us now for a free demo and discover how Smart Membership can help you successfully meet these challenges.
Together, we can create unforgettable member experiences and lead your organization to a prosperous future!
To find out more about the solution, visit our product page.
Member Management in a Post-Pandemic World