CRM2023 - CRM / Membership Information System

The Institute of Corporate Directors (ICD) is seeking a vendor to provide a CRM that will support our membership lifecycle and outreach efforts, streamline our processes, and provide our staff with a modern, customizable, efficient, and easy-to-use system. 

ICD has defined the scope of CRM for its purposes as: 

• Member360 - Compile a holistic view of each member's journey and interactions. Gain insights into behavior and preferences for enhanced engagement and personalized service. 
• Sales – Drive and streamline the sales process, recommend relevant courses, conferences, and related services to enhance revenue and customer relationships. 
• Membership – Oversee the entire lifecycle of a member, from registration to renewal, tier management, member benefits, and communication, ensuring a seamless member experience, member engagement measurement; support our membership growth targets. 
• Education and Certification – Facilitate and manage the certification process for candidates, import key data elements from the LMS (including the tracking of course completions, examination results), and issuing certifications while ensuring educational quality. 
• Chapters – Support and optimize the formation, operation, interaction of regional membership chapters, fostering community and member engagement. 

• Events – Execute and manage the planning, execution, and tracking of events, workshops, and conferences, enhancing the experience for members. 
• Volunteers – Coordinate and oversee the involvement of members in various organizational activities, tagging, recognizing, and optimizing volunteer roles and contributions. 
• Financial – Handle and optimize membership fees, course fees (separately allocating membership revenue from course revenue), event tickets, refunds, T2202 issuance, and other financial transactions, ensuring financial integrity and member satisfaction. 
• Reporting & Analytics – Generate insights into member activities (segmented membership engagement), course effectiveness, event attendance, sales lead prospecting, and other key metrics, supporting informed decision-making and strategy development. 
• Technology & Systems – Maintain and enhance the organization's tech stack, integrations, and upgrades, ensuring a seamless and innovative digital experience for members. Preference for a cloud-based SaaS solution.