1. DO NOT USE WITHOUT PERMISSION Center for International Private Enterprise (CIPE) © 1983-2012 Camelia Bulat, CIPE Belgrade, Serbia, April 11, 2012 1

2. DO NOT USE WITHOUT PERMISSION Center for International Private Enterprise (CIPE) © 1983-2012 Mission Statement  Does the MS differentiate the organization from others?  Does it describe to an outsider the value of the organization?  Do all programs, benefits and services fit within the MS? WHO ARE WE? What the organization is WHO DO WE SERVE? Who are the members/customers WHAT DO WE OFFER? Products and services that drive and position the organization 2

3. DO NOT USE WITHOUT PERMISSION Center for International Private Enterprise (CIPE) © 1983-2012 SELF-ACTUALISATION = self-development needs, to prove potential to grow ESTEEM = respect, appreciation, public reputation and recognition SOCIAL BELONGING = beliefs, social groups belonging SAFETY =safety and security needs PHYSIOLOGICAL =Basic needs Needs Pyramid - Our Members *(Abraham Maslow, Motivation and Personality, NY, Harper & Row, 1954) 3

4. DO NOT USE WITHOUT PERMISSION Center for International Private Enterprise (CIPE) © 1983-2012 Membership recruitment Recruitment campaign; On-going process vs. dedicated campaign; How do you recruit members? Why do they join your organization? What the most important benefit you present when selling your organization? Who’s responsible for recruitment? Use satisfied members in the recruitment process: they are the best Ambassadors. 4

5. DO NOT USE WITHOUT PERMISSION Center for International Private Enterprise (CIPE) © 1983-2012 Membership Retention It costs much more to RECRUIT a new member than to RETAIN one. How much energy should we spend on retention vs. recruitment? What do you offer your members after recruitment? How do you engage them in the organization programs and activities? How do you build “ownership”? How involved are the Board members in orienting the new members? 5

6. DO NOT USE WITHOUT PERMISSION Center for International Private Enterprise (CIPE) © 1983-2012 Analyzing members’ level of satisfaction How do you know if your members are satisfied with: The organization; The programs and services provided; Their involvement? Members’ needs and expectations; What does “value” mean to our members? 6