All Rights Reserved. Copyright 2013 by the Society for Marketing Professional Services

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2 All Rights Reserved Copyright 2013 by the Society for Marketing Professional Services This document or any portion of it may not be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system without permission in writing from the publisher. Published October 2013

3 Tech Tools A software reference guide for SMPS chapters Compiled by the SMPS Technology Committee Adam Kilbourne, CPSM Dana Galvin Lancour, FSMPS, CPSM Tiffany Posey Konenkamp, CPSM Mark Tawara, FSMPS, CPSM Table of Contents Introduction...1 Marketing Software...2 Event Registration Software...3 All-in-One Chapter Management Software...5 Additional Tools, Software, and Technology...7

4 Introduction Compiled by members of the SMPS Technology Committee, this guide is a reference for leaders evaluating software products for use in running their chapters. The guide focuses on the following software products: 1. marketing 2. Event registration 3. All-in-one chapter management Before the committee began analyzing these three categories of software tools, it conducted an online survey to collect feedback from chapter leaders on which software tools their chapters were using, including what they liked or disliked about each tool. Thirty chapters in all size categories (small, medium, large, and extra-large) responded. Based on these responses, the committee selected three software tools to evaluate within each category. It is our hope that this guide will continue to evolve and serve as a valuable resource for SMPS chapters for many years to come. Note: Pricing quoted in this guide is subject to change. Please check with the service provider for current pricing. 1 Tech Tools A software reference guide for SMPS chapters

5 Marketing Software With dozens, if not hundreds, of marketing software options on the market, it can be a challenge to find one that s affordable and easy to use and has all the bells and whistles you need to effectively send out marketing campaigns to your membership. After reviewing dozens of software products, we narrowed the list down to the following three: Vertical Response (www.verticalresponse.com) Constant Contact (www.constantcontact.com) Campaign Monitor (www.campaignmonitor.com) VERTICAL RESPONSE CONSTANT CONTACT CAMPAIGN MONITOR Cost FREE for non-profits (up to 10,000 credits per month). Standard price per starts at 1.5 cents Discounted rate for nonprofits starts at $12/month for up to 500 contacts Starts at $9/month for up to 500 contacts Templates Image Storage Import Custom HTML Templates Unlimited Up to 5 images included (additional fee for more than 5 images) Unlimited WYSIWYG Editor Badge Removal from No No Yes Spam Testing No No Yes Domain Keys and Sender ID No No Yes Customizable Opt-in Forms Real-Time Results (Open rates, clicks, bounces, unsubscribes, social shares) Delivery Rate 98% 97% N/A Agency/Reseller Account (Whitelabel) No No Yes Facebook Integration Twitter Integration LinkedIn Integration WordPress Plugin Additional Features Social Media Marketing Event Registration Online Surveys Postcards Social Media Marketing Event Registration Online Surveys Coupon Creator (SaveLocal) Online Listing Manager (SinglePlatform) N/A Tech Tools A software reference guide for SMPS chapters 2

6 Vertical Response The most attractive feature of Vertical Response (www.verticalresponse.com) is that qualified non-profit entities (including SMPS chapters) are able to utilize their services for free. The free plan provides 10,000 credits per month (1 credit = 1 sent ), which is more than enough for most small to mid-sized chapters. Hundreds of templates are available, and the system is easy to use. You also can store unlimited images (e.g., sponsor logos) on the Vertical Response servers for future use in campaigns. Although its delivery rate is stated as 98%, several chapter leaders have experienced instances of Vertical Response s being rejected by servers and flagged as spam. Another limitation is that you are not able to remove the Vertical Response badge from the bottom of s. Social media integration is available and easy to use. In addition, separately-priced modules are available for social media, event registration, surveys, and postcards. Constant Contact Many SMPS chapters currently use Constant Contact (www.constantcontact.com) for their marketing campaigns. Similar to Vertical Response, there are hundreds of free templates available, it is easy to use, and it provides good integration with social media. Constant Contact offers discounted pre-pay programs for non-profits starting at $12/month for up to 500 contacts. The monthly price goes up depending on the number of your contacts. Optional modules are also available, including event registration, social media, and online surveys. Although its delivery rate is reported as 97%, some of the chapters surveyed indicated s from Constant Contact s servers have gotten blocked by spam filters. Campaign Monitor Although mainly targeted toward agencies and resellers, Campaign Monitor (www.campaignmonitor.com) is a powerful marketing software tool with excellent tracking and reporting features not found in the other two software tools reviewed in this guide. Like Vertical Response, you can upload and store unlimited files to its servers for use in campaigns. One unique feature is that this product allows for the removal of the banner information at the bottom of the message. This means you are able to customize and tailor your message without having promotional information about the software appear in your . Another desirable feature is the Worldview real-time statistics that provide customers with the ability to see who is opening , clicking links, forwarding to friends, and additional information. Some limitations include the number of free templates available and no additional modules for event registration or social media integration. Event Registration Software Easy-to-use, flexible, and reasonably-priced event registration software is one of the most critical tools a chapter needs to manage and track event attendees effectively. Features you should look for in an event registration tool include the ability to accept all forms of credit cards, easy creation of recurring events, and a simple end-user interface. Based on the results from the chapter feedback survey, we selected the following software tools to evaluate based on their popularity with SMPS chapters: Signup 2. Cvent 3. Eventbrite 3 Tech Tools A software reference guide for SMPS chapters

7 123Signup CVent Eventbrite Cost Per Registration 3.5% of ticket price with $1 minimum and $6 maximum fee Not available online need to request a quote; based on annual registration volume 2.5% of ticket price + $0.99 per ticket Credit Card Fee Other Merchant Processor Integration Annual Fee 3.0% (Visa, MC) or 4.5% (AMEX) of transaction amount Yes (PayPal, Authorize.net, Constellation Payments) No Info not available online Yes (PayPal, Verisign, CyberSource, Authorize.net) Yes (Long-term contract required) 3.0% (Visa, MC, AMEX) Yes (PayPal, Google Checkout, Authorize.net) Account Setup Fee No Yes No Create Custom Fields to Collect User Info Custom Branding Manual Registration Promotional Codes for Tickets Check or Pay-at-the-Door Export Sign-In Sheet Social Media Integration Additional Features Integration with Association Manager module for more powerful reporting and tracking capabilities Integration with Salesforce. com and Eloqua.com for enhanced CRM management No Mobile app available for checking in attendees and collecting payments at the door 123Signup Although it initially started as an online event registration provider, 123Signup (www.123signup.com) recently has begun to market itself as an all-in-one provider, featuring an association manager module capable of managing trade organization memberships and sending marketing campaigns. With no annual fee and a reasonable per-ticket transaction fee, this event registration software is an affordable way to accept registrations for your chapter s events quickly. Based on a $50 ticket, the transaction fees (including Visa processing fees) would be $3.25. For a $1,000 ticket, the fees would be $36. The one limitation chapter leaders reported is that 123Signup appears dated in both its backend user interface (creating and managing events) as well as in its visitor experience (registering for an event). Tech Tools A software reference guide for SMPS chapters 4

8 Cvent Cvent (www.cvent.com) has established itself as a provider of online solutions for events and surveys. Its extensive web site touts many awards received, partnerships with numerous professional organizations, and countries in which it has customers. Unfortunately, the one thing we could not find on the web site was pricing information, so we are not able to compare its pricing with that of 123Signup and Eventbrite. We recommend that chapters do their own research and contact Cvent for a customized quote, then use this guide to compare it to the other event registration providers. Several SMPS chapters indicated that the software is difficult to use, requires multiple steps to make routine changes, and is cumbersome and difficult to transition from one person to the next. On the other hand, chapters liked the 24/7 customer support, integrated module, the database which can integrate member data, and online surveys. Eventbrite Eventbrite (www.eventbrite.com) has built a following as a leading event registration tool. Many SMPS chapters currently are using Eventbrite for their events. With its straightforward, easy-to-use interface, it literally takes just a few minutes to create and promote events. Although its per-ticket percentage fee is slightly lower than 123Signup, Eventbrite also charges a $0.99/ticket fee, which increases the ticket fees substantially for lower-priced tickets. In addition, there is no fee cap, so for higher-priced tickets, the fees can be expensive. Based on a $50 ticket, the transaction fees (including Visa processing fees) would be $3.74. For a $1,000 ticket, the fees would be $ Like 123Signup, there is no annual or recurring fee. There is no fee charged for free events. According to the survey responses, one chapter switched from Cvent to Eventbrite and saved $2,000+ a year. A mobile app allows for on-site credit card transactions as well as checking in attendees. One drawback several chapters reported is that, since there is no database integration, there is no way to verify whether a ticket purchaser is an SMPS member and eligible for the membership discount on registration. All-in-One Chapter Management Software Most leaders have been using a combination of multiple systems to manage their chapters. The challenge lies in the lack of integration, forcing users to log in to multiple systems and potentially duplicate efforts. In recent years, all-in-one chapter management software has gained popularity among organizations looking for a comprehensive tool that can help them manage all of their chapter activities from one source. Must-have features include integrated event registration (with credit card processing), marketing, and the ability to store and manage individual chapter membership information. Additional features include flexible design templates, an easy-to-use content management system (CMS), and integration of additional modules (e.g., online surveys and social media). For this guide, we selected the following all-in-one software tools to evaluate: 1. StarChapter 2. Wild Apricot 3. Sanctuary Software 5 Tech Tools A software reference guide for SMPS chapters

9 StarChapter Wild Apricot Sanctuary Software Cost $85 150/month $0 200/month In-Kind Sponsorship valued at $1200 per year Setup Fees $699 1,499 None None Membership/Contact Management Event Registration Communications ( ) Content Management (Web Site) User Access Control On-Site Functionality Not listed Not listed Yes Event Reporting Budget Reporting Yes Yes No Event Calendars Ongoing Training and Support Overall File Storage 1GB 4GB 100MB 1,600MB 500MB Accounts Up to 20 unlimited 10 Payment Processing StarChapter Chapters using StarChapter (www.starchapter.com) liked how easy it is to update and manipulate content. It also received kudos for its information centralization one place to go to update the chapter s web site, programs, member lists, calendars, etc. Although StarChapter allows for and can assist with customization, there are limitations to the amount of customization available. Also, software updates may require users to make adjustments. Wild Apricot In researching this guide, the committee identified several all-in-one systems available at various feature and price points. Among those is Wild Apricot (www.wildapricot.com); based on the survey responses, this program currently is not being used by any SMPS chapter. Wild Apricot provides the whole package: web site templates that look custom, membership and event management, and /newsletter distribution. The cost seems reasonable and within budget for most chapters. Tech Tools A software reference guide for SMPS chapters 6

10 Sanctuary Software SMPS Northeast Ohio is using a proprietary system developed and supported by Sanctuary Software (www.sancsoft. com), an annual sponsor. Sanctuary Software has a CMS back-end that allows account users to create events; view, modify, export, and print registrations; and update member lists. Sanctuary Software established the links to the credit card processors for registration and does not charge for this service presently; the only fees are those deducted directly by the credit card companies. Coordination with Sanctuary Software is required to upload files to event pages as well as to send eblasts, but the software is being updated for better user control. Additional Tools, Software, and Technology As you can imagine, chapter leaders are using new technology and software for more than just event registration, web sites, and marketing. In the survey, the Technology Committee asked leaders to comment on tools they were using to manage other aspects of their chapter, such as social media, conference calls, document sharing, and electronic surveys. Thirty out of 57 SMPS chapters responded to the survey, and more than 66% said they used additional tools and software for managing other business functions: 51.7% for web sites 51.7% for social media 10.3% for conference calls 41.4% for surveys The following four tools were named repeatedly in the chapter leaders survey responses (in no particular order) and it s no coincidence that each one of these applications is FREE! WordPress If you are building a web site these days, give serious consideration to using WordPress (www.wordpress.com) nothing compares to free and easy. ANY board member or volunteer can help update the chapter web site in WordPress. No more waiting on a web designer to update a board member s company name or post an upcoming event. You can use a web designer to help with the initial design and layout or use one of the many free WordPress templates available online. Then, chapter leaders can update the site to keep information current and accurate and to ensure your site is found by internet search engines. Chapter leaders said this about WordPress: We enjoy WordPress for its ease. User friendly, free, works well, and no bugs. Intuitive and wonderful tool that anyone can use with a browser instead of software. HootSuite and TweetDeck HootSuite (www.hootsuite.com) and TweetDeck (www.tweetdeck.com) let you manage multiple social media sites in one place, including scheduling updates and viewing streams. The downside to using an all-in-one social media management tool is your followers will get the same message numerous times via the different platforms. Because social media has matured substantially, you may want to consider the appropriateness of your content for each channel and tailor it accordingly. Chapter leaders offered this feedback: [HootSuite] is fantastic at pushing out [info] to multiple social media sites. We are on all social media platforms and supplement media with TweetDeck. 7 Tech Tools A software reference guide for SMPS chapters

11 SurveyMonkey SurveyMonkey (www.surveymonkey.com) is a very easy-to-use and intuitive web-based survey tool; most anyone can pick it up quickly. Surveys can be posted to your chapter s Facebook fan page (not personal pages). The basic service is free, however, there are limits to the data analysis, and according to online reviews, the customer service is lacking. If you want serious analytics and hefty reporting, you might need to pay or find another service. However, many chapter leaders are finding SurveyMonkey more than sufficient for event surveys. As the Technology Committee learned in its survey, leaders around the nation are employing a variety of tools and applications to manage their chapters. In this table, we have compiled all the tools chapter leaders mentioned in their survey responses. Web Sites Surveys Social Media Document Sharing WordPress SurveyMonkey HootSuite MySMPS Communications FreeConference Calls.com Joomla Constant Contact TweetDeck Chapter Page WebEx StarChapter Facebook DropBox LinkedIn Twitter Contact Management Software Tech Tools A software reference guide for SMPS chapters 8

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