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By admin on
11/21/2008
AASP Keynote Session
The first Association of Advancement Services Professionals conference kicked off in Chicago with the opening keynote session. This session was certainly indicative of the exciting and in-depth sessions that followed throughout of the conference.
Sharon Burns, CIO for the MacArthur Foundation was responsible for delivering the keynote, to help us all think about the future, and what we need to do within our profession to both address the present and prepare for the future. A future that is rapidly changing and which we need to adapt to and understand quickly.
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By admin on
11/4/2008
Reflections on Customer Service
What are some of the reasons providing customer service is challenging in Advancement Services and Development Services organizations?
- We work in and provide support for a very complex technical and organizational environment.
- We continually deal with the end results of complex organizational policies and procedures. One example is what can be receipted as a gift? These types of decisions have elements of ethics, organizational policies and procedures and information technology and systems implementations.
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By admin on
11/4/2008
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Customer service has a foundation that needs to be built on strong partnerships.
Motivation for success can/is/should be a key driver for customer service. Success on a personal level is important, but the more important component of success is to transmit the motivation to achieve it to the whole organization so everyone on the team can also be successful in providing customer service.
The environment we’re in is intensely competitive. We are selling ideas and issues which are practically intrinsic compared to organizations that are selling physical goods. If we don’t ge ...
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By admin on
11/2/2008
A partnership approach is good, and if the Services staff provide comprehensive compelling services to help with email management, it helps garner resources, etc:
Some examples of value added services:
1. If possible, have your technical staff manage the software that is used for the mass emailing. This allows you to participate both in quality control (HTML verification) and in discussions around
managing touch points.
2. Provide comprehensive reporting back to users that integrate elements of click-through, bounce backs, demographics etc. This can be a strong incentive for users to work with you whenever they need to do emailing.
3. Be the most knowledgeable in your organization on understanding which services are the most effective for emai ...
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