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Calling All Members Summary Report

Calling All Members Summary Report. September 2010. Program Objectives. 1 st Step in a more comprehensive effort to align CoreNet as a customer focused organization Listen to the member feedback Improve staff focus on members

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Calling All Members Summary Report

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  1. Calling All MembersSummary Report September 2010

  2. Program Objectives • 1st Step in a more comprehensive effort to align CoreNet as a customer focused organization • Listen to the member feedback • Improve staff focus on members • Provide member perspective on organizational issues and priorities

  3. Scope of Program • Between June and August 2010, staff contacted every member of CoreNet Global • Outline provided for discussion • Feedback recorded • Three attempts – 2 phone calls and an email • Results • 2145 members interviewed • 3553 comments • 100% of members contacted (or attempted) • Comments are proportionate to member distribution Overall satisfaction is high – many negative comments are constructive suggestions from satisfied members

  4. Participation reflects the membership distribution

  5. Summary of feedback by category

  6. Feedback Summary

  7. Networking • Central to value proposition of all member groups • Distance / Time / Cost limit member participation • CNG needs to help smaller Service Providers and Economic Developers have networking opportunities with End Users • Small SP/ED expressed concern over domination by large service providers • End Users concerned with pressure from SP/ED • End Users want more networking with other End Users • Certain segments are under represented (industrial, retail, non-US companies) • Local / Regional delivery of networking is important • CNG supports member career development but tools/programs are lacking

  8. Education / Content • Education is the central element of the value proposition for End Users (and many Service Providers) • Content needs to be strengthened across all programs • Members value research, but would like to see improved content (benchmarking, innovation, more than surveys) • Content needs to be more global (less US and UK centric) • Members want more access to research (KCO level 4) • Programming needs to address the different levels of member experience – senior, middle, and young • Total cost of participating in education is a challenge / need alternative delivery solutions

  9. Summit • Summits need a facelift to improve networking and education • Too dominated by large service providers • Content is stale, lacks innovation, and delivered by the same people • End Users want End User only opportunities • Perception of low end user participation • Smaller and more networking opportunities are desired • Expo hall is not valued / source of dissatisfaction • Economic Developers indicate IAMC is a better networking opportunity (and a competitive threat to CoreNet) • Questions about the need for two North American summits • Observations generally apply globally

  10. Operational • Ongoing concerns about the website (navigation, registration, access to directory) • Communication needs to improve • CNG needs to do a better job articulating priorities and direction • Members not fully aware of key facts, value proposition • Members have different communication needs and styles • Preference for communications delivering value over selling • Lack of alignment between global and chapters (priorities and revenue) • Service providers voice complaints over pricing (especially small service providers)

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