member development retreat 29 apr 2005 member services membership retention efforts for 2005...

Member Development Retreat Member Development Retreat 29 Apr 200529 Apr 2005

Member ServicesMember ServicesMembership Retention efforts for 2005Membership Retention efforts for 2005

Presented by Presented by Marianne SchmidtMarianne Schmidt

Director, IEEE Member ServicesDirector, IEEE Member Services

Member Services Member Services is ...is ...

• an information source an information source for our membersfor our members

• a channel for the a channel for the growth of the growth of the organizationorganization

An information source for our An information source for our membersmembers

through ... through ...

Knowledge sharing of IEEE Knowledge sharing of IEEE Products, Services & OfferingsProducts, Services & Offerings

• Annual RenewalAnnual Renewal• IEEE & Society IEEE & Society

MembershipsMemberships• PublicationsPublications• IEEE Job SiteIEEE Job Site• IEEE-USA Salary IEEE-USA Salary

SurveySurvey

• Ask-IEEEAsk-IEEE• ShopIEEEShopIEEE• IEEE email alias IEEE email alias • XploreXplore• Web AccountWeb Account• Member Digital LibraryMember Digital Library

An information source for our An information source for our membersmembers

through ... through ... New Member Welcome New Member Welcome

OutreachOutreach

Launched:Launched: 2Q04 2Q04

GoalGoal:: Welcome individuals to the IEEE, Welcome individuals to the IEEE, share information about member benefits, share information about member benefits,

Volunteer Opportunities, Networking Volunteer Opportunities, Networking

ScopeScope:: R1-7, Conducted Quarterly, R1-7, Conducted Quarterly, Telephone contact Telephone contact

2004 – 21,531, 2005 projection – 35,0002004 – 21,531, 2005 projection – 35,000

New Member Welcome New Member Welcome OutreachOutreach

The members reaction ...The members reaction ...

• Impressed that the IEEE cares enough Impressed that the IEEE cares enough

to call to call

• Happy to be a memberHappy to be a member

• Thankful for the callThankful for the call

• Hesitant at first.. Then thankful for the Hesitant at first.. Then thankful for the

callcall

A channel for the growth A channel for the growth of the organization by ...of the organization by ...

Reaching Out To Lapsed Members

~~•Higher Grade by segmentation Higher Grade by segmentation

– ’’01-’04 Contacted 57,264, Recovered 10,027, 01-’04 Contacted 57,264, Recovered 10,027, 12.5% 12.5%

•Member Digital LibraryMember Digital Library - cancelled membership or subscription - cancelled membership or subscription

•FAP – with current Insurance Policies FAP – with current Insurance Policies

Outreach Projects allows Outreach Projects allows us to...us to...

• Recover lapsed members & welcome new membersRecover lapsed members & welcome new members

• Promote higher grade membershipPromote higher grade membership

• Introduce new and enhanced member benefitsIntroduce new and enhanced member benefits

• Keep Member Data AccurateKeep Member Data Accurate

• Stops service when the member is not longer eligible Stops service when the member is not longer eligible or activeor active

• Seek member feedbackSeek member feedback

• Create an inviting, friendly dialogue and build trust Create an inviting, friendly dialogue and build trust and openness with our members... personal touchand openness with our members... personal touch

Member Outreach Trend 2000 - 2005 (Projection)

020,00040,00060,00080,000

100,000

Outreaches 21,306 21,859 50,093 31,483 48,268 75,000

2000 2001 2002 2003 2004 2005

IEEE Member Services IEEE Member Services Outreach ProjectsOutreach Projects

Past Outreaches Pre-Terminator -Senior & Fellow Members

Volunteer Hot ListMailing Outreach

Life MemberEngineering Tomorrow Society Telemarketing

Recent GraduatesNew Outreaches for 2005

Partial Application Affiliate to Member

We monitor and measure the success of current We monitor and measure the success of current outreaches and determine the direction for future outreaches and determine the direction for future

outreaches by ...outreaches by ...

• Member Reaction/CommentsMember Reaction/Comments• Revenue GeneratedRevenue Generated• Memberships RecoveredMemberships Recovered• Benchmarking with Sister Benchmarking with Sister

Societies & like organizationsSocieties & like organizations ASCEASCE AiChe AiChe ASMEASME ASAEASAEASQ ASQ CESSECESSE

Thank you Thank you ~~

Questions?Questions?