1. © Lehman Associations, LLC 2015 AMS and Technology Trends Tom Lehman Lehman Associates, LLC Lehman Reports February, 2015 Sponsored by Personify

2. © Lehman Associations, LLC 2015 Lehman Associates, LLC Associations, Nonprofits, and Supplier Companies Strategy consulting for technology and marketing Customer Satisfaction, Market & Member Research The Lehman Reports™ industry research series Founded 1992, Alexandria, VA

3. © Lehman Associations, LLC 2015 AMS Use and Satisfaction 2006-2014 AMS International: CA, AU, UK 2010, 2013 Association Technology Study 2011-14 Donor Management Systems, NTEN, 2013-14 Snapshot Surveys and Special Studies

4. © Lehman Associations, LLC 2015 Evolving Role of Technology Technology Introduction Technology as Toolset Technology as Strategy™ Investment Cost Center Linear Exponential ROI Potential

5. © Lehman Associations, LLC 2015 Most Associations Use an AMS

6. © Lehman Associations, LLC 2015 A Shift to Vendor-Hosted AMS

7. © Lehman Associations, LLC 2015 Areas with Highest Satisfaction Basic reporting capabilities Customer self-service capabilities Ease of use Website / CMS integration Technical and customer support Supports out business process and workflow Areas with Lowest Satisfaction Executive dashboards 360-degree member view Engagement scoring Sales force automation Social media capabilities Mobile delivery and app options

8. © Lehman Associations, LLC 2015 AMS Purchase Decision Cycles

9. © Lehman Associations, LLC 2015 AMS is a Long Term Decision Still, a significant portion expect to install new products

10. © Lehman Associations, LLC 2015 Content Website Communication Email Collaboration Social Interlocking Content Marketing Highest growth and most effective models are in the overlaps Both internal and external perspective Circle of Engagement

11. © Lehman Associations, LLC 2015 AMS – a critical hub Central database for member records Data to target content and personalization Integration for website and applications E-commerce / online business hub Organization workflow and bus process Advanced reporting / BI – information and insight

12. © Lehman Associations, LLC 2013 CRM 86% Say CRM is Important Most want it as part of the AMS

13. © Lehman Associations, LLC 2015 360  Member View Website activity Events registration Community actions Email response Advocacy participation eLearning / Certification Member demographics Member Record

14. © Lehman Associations, LLC 2015 Extensions to the AMS

15. © Lehman Associations, LLC 2015 Integration Challenges

16. © Lehman Associations, LLC 2015 Role of Enhanced Integration in New AMS Purchases Lehman Reports AMS Study, 2014

17. © Lehman Associations, LLC 2015 Recap AMS products and services are used by a majority of associations of all sizes Key strategic decision, likely to be a long-term one – system needs to support future requirements Full 360  member view drives personalization and content targeting Integration with functions outside the AMS is a critical consideration for the full member view Embracing technology as a strategy as well as a productivity toolset opens new opportunities

18. © Lehman Associations, LLC 2015 Questions and Discussion Tom Lehman President Lehman Associates, LLC / Lehman Reports Alexandria, VA 703-373-7550 Tom@LehmanConsulting.com www.LehmanConsulting.com