Reports and Downloads

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Overview


Numerous pre-defined reports are ready-to-go. Click Reports in the left-hand menu. Type a keyword to describe what you need and all possible matching reports will list. Or access your reports by category if you prefer.

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  • Run member engagement reports
  • Create a group from custom criteria
  • Create custom report layouts
  • Downloading ChamberMaster data
  • Mail Merge with Microsoft Word

Common Membership Calculations


Does the thought of having to calculate retention, churn, or the cost of acquiring a new member make your head hurt? For many association pros, crunching numbers is (unfortunately) a part of their daily grind. You don’t have to be a math person to use these 7 common calculations to determine everything from renewal rates to average length of membership.

Retention Rate


Retention Rate is the percentage of members retained over a given period of time. This metric can be calculated if you know how many members you had at the beginning of a period, and many you had at the end of a period.

CALCULATION: (End Count - New Members) ÷ Start Count = Retention Rate

Start Count and End Count can be found by using the Active members report Dashboard > Membership Tab > Active Members > View Detailed Report. Generate the report for the desired date range. NOTE: This report is only updated on Mondays, so it will not do an exact month/year.

  1. Click Dashboard in the left-hand navigation panel.
  2. Click the Membership tab.
    DB Membership Tab.JPG
  3. In the Active Members section, click view detailed report
    Retention Report1.JPG
  4. Set the Date From and Through to the desired date range. NOTE: This report is only updated on Mondays, so it will not do an exact month/year.
  5. Click Refresh Listing. The start counts and end counts will be displayed on the left of the graph.
    Retention5.JPG

New Members can be found by going to Dashboard > Membership tab > New Members > View Detailed Report.

  1. Click Dashboard in the left-hand navigation panel.
  2. Click the Membership tab.
    DB Membership Tab1.jpg
  3. In the New Member section, click view detailed report.
    Mem Listing by Join Date.JPG
  4. In the Join Date From and To fields, use the same date range used to find the Start Count and End Count described above.
  5. Click View Report.
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(1208 - 201) ÷ 1173 = .85 85% Retention Rate

Lapse Rate (Churn)


The Lapse Rate (Churn) is the percentage of members that discontinue their membership over a given period of time.

CALCULATION: Dropped Members ÷ Start Count = Lapse Rate

Dropped members can be found by going to Dashboard > Membership tab > Dropped members:

  1. Click Dashboard in the left-hand navigation panel.
  2. Click the Membership tab.
    DB Membership Tab2.jpg
  3. In the Dropped Members section, click view detailed report.
    Mem Listing by Drop Date.JPG
  4. Enter the Drop Date From and To for the desired date range. NOTE: You will use a Start Count as described above for the calculation, so the date range should be the same used to determine the start count.
  5. Click View Report.
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Start Count is calculated as described in the Retention Rate calculation, described above.

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(185 ÷ 1173) = .15 15% Lapse Rate

Renewal Rate


Renewal Rate is the percentage of members that renew their membership over a given time period.

CALCULATION: # of Renewals ÷ Eligible Members = Renewal Rate

Your # of Renewals can be found using the Receipts by Member Report:

  1. Click Billing in the left-hand navigation panel.
  2. Click the Reports tab.
    Billing Reports Tab.JPG
  3. In the Sales section, click Payment/Receipts by Member.
    Pay Receipt by Member.JPG
  4. Select Dues in the Fee Item Type drop-down.
  5. In the Payment Date Between and And fields, filter for payments made in the desired date range (example 1-1-2017 – 12-31-2017)
  6. Enable Member Join Date Before and enter the first date in your desired date range (1-1-2017).
  7. Click View Report.
  8. Click the excel link to export the report, to easily count the # of Renewals. Members that paid Member Dues during the specified date range and that were members previous to the Member Join Date Before date are considered a Renewal.

Eligible Members can be found by using the Sales by Member report:

  1. Click Billing in the left-hand navigation panel.
  2. Click the Reports tab.
    Reports Sales by Member.jpg
  3. In the Sales section, click Sales by Member.
    Sales by Member Summary.JPG
  4. Set the Sale Date From and To for the desired date range (example 1-1-2017 – 12-31-2017)
  5. Set the Member Join Date from your earliest Member Join Date (example: 1-1-1990). NOTE: You can use the Custom Member report to find your earliest join date.
  6. Set the Through date to the day just prior to the specified date range (12-31-2016).
  7. Set the Item Type to Member Fees/Dues.
  8. Click Refresh Report.
  9. Download the report results to Excel, to count the members that were invoiced this will be the Eligible Members.

Example:

# Renewals = 273
# Eligible Members = 326
Calculation: # of Renewals ÷ Eligible Members.
273 ÷ 326 = .83 83% Renewal Rate

Average Membership Tenure (AMT)


Average Membership Tenure is the average length of time a member stays with the organization. This can be useful in projecting expected membership tenure for new members

CALCULATION: 1 ÷ Lapse Rate = AMT

Lapse Rate is calculated as shown in Lapse Rate (Churn), shown above.

1 ÷ .15 = 6.66

Average Membership Tenure in Years is 6.66 years.

Member Lifetime Value (MLV)


Member Lifetime Value (MLV) is the measure of monetary value of member based on projected length of membership.

Calculation: Net member-paid revenue ÷ # of members x AMT = MLV


To get Net member-paid revenue you need to total all dues and non-dues revenue generated by your members. To find this, use the Payment / Receipts by Member report and filter to Active Member Status for the specific date range and do not filter out any items (include all dues and non-dues).

  1. Click Billing in the left-hand navigation panel.
  2. Click the Reports tab.
    Billing Reports Tab.JPG
  3. In the Sales section, click Payment/Receipts by Member.
    Pay Receipts.JPG
  4. Select Any in the Fee Item Type drop-down.
  5. Enter the desired date range in the Payment Date Between/And text boxes.
  6. Select Active from the Member Status drop-down.
  7. Click View Report.

The Grand Total displayed on the final page of the report is the member paid revenue. To get the Net-member paid revenue, you need to subtract your operating costs from the Grand Total total. You can get your operating costs from your accountant. NOTE: It's critical to subtract operating costs from revenue to establish net member-generated revenue when calculating MLV.

The End Count can be obtained from the Retention Rate calculation, described above.

AMT can be obtained from the Average Membership Tenure (AMT), described above.

Example:

In 2017, there were 3,000 total members who collectively invested $550,000 in dues and contributed $325,000 in non-dues revenue. The operating costs were $650,000 and the organization’s AMT (average membership tenure) was 17 years.
  1. $550,000 + $325,000 = $875,000 (dues revenue plus member-generated nondues revenue)
  2. $875,000 – $650,000 = $225,000 (total member-generated revenue minus total operating costs)
  3. $225,000 ÷ 3,000 = $75 (net member-generated revenue divided by number of members)
  4. $75 x 17 = $1,275 (average member contributed revenue x AMT)
MEMBER LIFETIME VALUE = $1,275

Member Acquisition Cost (MAC)


Member Acquisition Cost (MAC) is the total monetary cost associated with recruiting a new member. To effectively maintain and/or grow an organization, it is necessary to assign an average monetary value to potential membership sales.

Total recruitment cost ÷ # of new members = MAC
Calculate the # of new members as described in Retention Rate above.
The Total Recruitment cost would be available from your accountant.

Example:

At the end of 2017, 75 new members had joined and $28,875 was spent on new member recruitment.
$28875 ÷ 75 = $385
MEMBER ACQUISITION COST = $385

MLV to MAC ratio


The MLV to MAC ratio is the measurement of the relationship between the lifetime value of a member and the cost of acquiring that member. Best Practice: Aim for 3:1 as the target ratio.

CALCULATION: MLV : MAC

Calculate your Member Lifetime Value (MLV) and Member Acquisition Cost (MAC) as described above.

Example: In 2017, the average lifetime value per member was $1,275. $32,000 was budgeted for member recruitment and $28,875 was spent. Breaking down those numbers further means the budgeted recruitment cost was $425/ new member and the actual recruitment spend was $385/ new member.
  • Goal ratio = 3 : 1 ($1,275 : $425)
  • Actual ratio = 3.3 : 1 ($1,275 : $385)

Member Reports


Custom Member Report


The Custom Member Report allows you to customize the report to get specific information about your members. For example, you can use the customer member report to generate a report of membership renewals for a specific month.

Vid.png How to Run a Custom Member Report
  1. Click Reports on the left-hand menu.
  2. Click Custom Member Report and then click the green arrow.
  3. Click the category where the desired field is located in the list of Available Fields.
  4. Click the check box in front of the desired field.
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  5. Continue selecting fields until all desired report fields are listed in the Selected Fields box.
  6. Make any desired changes to the order of the fields or the sort choices.
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  7. Click Continue.
  8. Complete the Filters, Additional Options, and Save Report sections as desired.
    • At least one filter option must be selected or else no records will be displayed
    • Groups are defined by clicking Add a New Group in the Groups menu.
    • Using the Save Current Report As: selection retains the field selections, sort order, filters, criteria and format options. However, the data in the report will be pulled fresh from the database every time the report is accessed.
    • If you desire to save a report and also “save” the data at a point in time, you must print the report, copy and paste the resulting report to another file or click Download Report.
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  9. Click View/Print Report.
  10. The records matching the selected criteria will display. To print, click Print from the File menu. After selecting the desired local printer, click Print.
  11. Optional: Click Create Group to create a group from the members that are displayed on this report.

Create a Group based on Custom Member Report results


You can create a group from the results of your Custom Member Report. This unique, custom group can be used throughout the software as recipients of email, event invitations, or as a record of those meeting your specific criteria at that point in time.

  1. Click Reports in the left-hand menu.
  2. Click Custom Member Report.
  3. Select the desired fields and any other desired selections on the Member Listing screen. Click Here for further information on configuring the Custom Member Report.
  4. Click Continue.
  5. Select the desired filters and custom criteria.
  6. Click View/Print Report.
  7. Verify the displayed contacts are those that should be included in the group.
  8. Click Create Group.
    ReportsGuide.1.17.3.jpg
  9. Type the New Group Name.
  10. Select the Members reps to include: in the group. You may include just the primary reps, billing reps, and so on.
  11. Click Submit. The Groups module will be displayed.

Make any desired changes on the group General tab. You may also select to contact these members immediately by clicking Contact Members. Click Here for further information on managing groups.

Prospective Sales Pipeline


The Prospective Sales Pipeline report report provides a way for you to forecast new member revenue beyond the current month using custom fields that must be created, managed and maintained by your staff.

Pre-requisites to working with the Prospective Sales Pipeline report


The Prospective Sales Pipeline report relies on custom member fields. The following custom fields are required (NOTE: Field names/data types must match exactly as described below).

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  • Rating: Rating allows you to indicate the likelihood of making the sale. This custom field should be created as a Drop Down List data type. Selections in the list are your rating scale (how likely you are to make the sale). A simple alphabetic rating is suggested, with A+ meaning the prospect is extremely likely to join whereas a C- is not so likely.
  • Source – How did you hear about us: Lead sources allow you to track how you learned of the sales opportunity. Lead sources may include your events, email campaign, cold calls, etc. This custom field should be created as a Drop Down List.
  • Date Added to Pipeline: This allows you to identify the date a prospect was entered into your system. This is useful in reviewing how long prospects have been in the pipeline. This custom field should be created as a Date data type.
  • Forecasted Month: This field allows you to track what month you forecast this prospect to join. This custom field should be created as a Drop Down List data type, and selection should include all months of the year.
  • Dues Amount: This field allows you to track the dues you expect to receive if the prospect joins. This can be useful for budgeting purposes. This custom field should be created as a Numeric:Decimal data type.
  • Signed as a New Member: Indicates whether the prospect has joined your organization, and would be selected once you have made the prospect active. This custom field should be created as a Boolean data type.

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Note: Field names/data types must match exactly as described above. Click Here for instructions on setting up Custom Member Fields.


Generating the Prospective Sales Pipeline Report


The Prospective Sales Pipeline report can be filtered by lead source of prospects, quality rating of prospects, and what month you forecast this prospect to join. NOTE: The report is hard-coded to look at only Prospective status records and of those, only those that have not yet been marked “Signed as New Member”.

  1. Click Reports in the left-hand navigation panel.
  2. Enter Pipeline in the Search by Keyword text-box.
  3. Click Search.
  4. Click the green arrow next to Prospective Sales Pipeline Report.
    Pipeline Report CP.JPG
  5. Select desired filtering criteria:
    • Source: From the drop-down, select those sources you wish to include in the report, or click Select All to generate the report for all sources.
    • Rating: From the drop-down list, select the ratings you wish to include in the report, or click Select All to generate the report for all ratings.
    • Forecasted Month: From the drop-down list, select the months you wish to include in the report, or click Select All to generate the report for all months.
    • [Optional] Added to Pipeline After: If desired, you can generate the report based on when the prospect was added to the pipeline. To enter a date, clear the None check-box and enter desired date.
    • [Optional] Added to Pipeline Before: If desired, you can generate the report based on when the prospect was added to the pipeline. To enter a date, clear the None check-box and enter desired date.
  6. Click View Report.
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Need help with this report? For more information on creating custom fields, contact support@growthzone.com.

For more information on the strategy of how to use this custom report, email shari@sharipash.com, the owner and president of Strategic Solutions for Growth, the initiator of this reporting tool.

Member Engagement (Most Active)

The Member Engagement (Most Active) report will help you to identify members those members most engaged. You can configure engagement weighting factors (such as number of events attended, events sponsored, etc.).

Engagement is gauged on the following factors:

  • Events Attended
  • Events Sponsored
  • Hot Jobs
  • Deals
  • Referrals
  • Logins
  • Past Dues (Past Due amounts of $0.00 receive the assigned Engagement Factor)

Applying additional filters to the report will allow you to generate the report for a selected date range, membership status, event attendance, group, and membership type.


Member Engagement (At Risk)

The Member Engagement (At Risk) report will help you to identify members who have not been actively engaged. You can configure engagement weighting factors (such as number of events attended, events sponsored, etc.) to identify which members are at risk of dropping across a selected date range.

Engagement is gauged on the following factors:

  • Events Attended
  • Events Sponsored
  • Hot Jobs
  • Deals
  • Referrals
  • Logins
  • Past Dues (Past Due amounts of $0.00 receive the assigned Engagement Factor)

Applying additional filters to the report will allow you to generate the report for a selected date range, membership status, event attendance, group, and membership type.

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You can adjust the weighting of each of these factors by clicking the adjust factors link. For example: If event attendance carries more weight in engagement for your organization, you may wish to adjust the default weighting. Or, if you are not using job postings, you would set the weight to 0.

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The report displays the number of each factor applicable to your members, and multiplies that by the weight assigned to the factor, sums all to provide the Factor Total. The lower the Factor Total the higher risk of the member dropping.

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Member Listing by Join Date

The Member Listing by Join Date report provides summary or detailed member information based on their join date. You can optionally show fees on the report.

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Membership Drop Analysis Report

The Member Drop Analysis Report provides you with statistics about your member drops over a selected date range. This report will provide you with a view into why your members are dropping, along with your drop rate percentage. By showing you both the join date and the drop date, you can analyze how quickly your members are dropping.

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This report can be printed or downloaded. NOTE: When the report is downloaded, additional contact information is included, such as the primary contact, email and address information.

Member Directory Report

The Member Directory Report allows you to build a custom membership list, alphabetically or by category, show/hide courtesy members, etc. Good starting point for building a printed directory.

Historical Membership Comparison

For a few years a small snapshot of your current membership levels has been saved in a database. This small report lets you look up and compare the data from two of those snapshots.

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Member Directory Listing with Logos

This report will allow you to generate a simple member directory listing of all active members only. Your organization logo will display at the top of the report if loaded at Setup>Organization information. Member logos will display only with the Marketing Package or if running a Member Benefit Campaign. Those logos are loaded under Members>Web tab>Search results icon.

Printable Membership Directories

Printable Membership Directory

The Printable Membership Directory is a simple directory designed to be printed. To print as a booklet requires a printer capable of duplex booklet printing. Export the report to a PDF file and open the file. In print settings, choose landscape as the orientation. Set your printer to its duplex booklet printing option and choose "Open to Right" for the booklet binding. For best results set "Page Scaling" to 'Fit to Printable Area'. The title lines and subtitle lines are customizable, includes chamber logo on the cover and member logos where available.

Three-Column Printable Membership Directory

The Three-Column Printable Membership Directory is a membership directory in three-column format with the options for choosing what member information is displayed. Export to a PDF file for best printing.

NOTE: Members who have Does Not Display On Web selected in their Web Participation Options do not get included in this directory.

Two-Column Printable Membership Directory

The Two-Column Printable Membership Directory is a membership directory in two-column format with the options for choosing what member information is displayed and optional member logos. Export to a PDF file for best printing.

NOTE: Members who have Does Not Display On Web selected in their Web Participation Options do not get included in this directory.

Directory Category & Attribute Assignments Report

The Directory Category & Attribute Assignment report provides a listing of your directory categories, the members assigned to those categories, as well as associated attributes. The report may be configured to display just the primary category, or all categories, include or exclude attributes, filtering options for the members to include, and an option to include the member description. This report is useful in reviewing your members category and attributes assignment.

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Member Benefit Batch Print or Email (Edited)

The Member Benefit Batch Print or Email report allows you to print or email the Member Benefit report across a group of members or by renewal month. The information displayed in this report, is the same benefit information displayed on an individual member's Stats tab. A best practice in retaining your members would be to send this information to them to provide them an understanding of how they are benefiting from membership.

The report may be filtered by:

  • Members by status
  • Members by name
  • Members by category
  • Members by renewal month

Once you have selected the members to whom you wish to send the report, you may enter email text. A great email template to use is the Update your membership listing template, or you may enter your personalized message.

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Quarantined Invalid Email Address


The Quarantined Invalid Email Address report provides a list of all emails that have been marked as invalid, and removed from your database. Due to increased vigilance from outside organizations that rank email sender reputation, having a clean email address list is very important to ensure all of our customers can continue to communicate reliably to their members. The following types of addresses would be considered invalid: Addresses where the syntax is incorrect (e.g. multiple @ symbols, extra space, etc.), the domain of the email address doesn't exist, the address of the recipient no longer exists on the receiving server, and when the MX record of the domain itself doesn't exist. These are all cases where the email would never make it through to anyone.

The report consists of two sections: Emails Quarantined and Will Be Quarantined. The report includes the email address, name of member or rep, the member/rep ID, location in the database the address has been removed from (clicking the location will take you to the page in the database where the email was used), reason why the address was removed, date of removal.

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NOTE: When an email is removed, an automated email will be sent to all staff that are signed up to receive email notification. All staff will be set to have this notification enabled by default. A sample email is shown below..

Recheck an Invalid Email


On the Quarantined Invalid Email Report click the Re-check link next to the email address you would like to check.

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The results of the re-check will be displayed, as shown below.

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If the address is found to be valid, will be removed from the Quarantine list. If the address is found to be invalid, it will remain on the quarantine list.

Mark an Invalid Email as Good


After running Re-Check, if you've personally verified this address is good even though the verification system indicates it is not, we've given you an option to mark it as good and remove it from the Quarantine list. Please do not abuse this option; we want to protect your email sender reputation.

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  1. On the Quarantined Invalid Email Report click the MarkAsGood link next to the email address you would like to mark as good.
    Markasgood.JPG
  2. Review the warning information on the Mark as Good dialog box.
  3. If you wish to proceed, click the Mark as Good button.

Change an Invalid Email address


Using the Quarantined Invalid Email report, you can correct an invalid email address. The correction will be updated throughout their record; the current address will then be removed from the Quarantine list.

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  1. On the Quarantined Invalid Email Report' click the Change link next to the email address you would like to change.
    Change email address.JPG
  2. Enter the new email address in the Please replace email address... text-box.
  3. Click the Replace button.

Communications Reports

Member Contact Report

The Member Contact Report displays a history of communication by staff person, member, and other criteria within a date range. This report may be used to analyze your touch points with members.

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Filter options allow you to generate the report for a selected date range, member, task/category, and so on.


Member Contact Benchmark

The Member Contact Benchmark report provides a measure of your communication with members, and may be filtered by membership status.

The report is color coded:

  • Green - Contacted within the last 30 days
  • Yellow - Contacted within the last 31-60 days
  • Red - Have not contacted for more than 60 days.

NOTE: This will only report on non-bulk communications (5 or less recipients).

Member Contact.PNG

Prospects and Communication by Rep: Detail

The Prospects and Communication by Rep: Detail report provides a detailed list of Sales Representatives and all of the prospective members associated with them. It includes total prospective members by Rep and the number of days since each prospective member was contacted.

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The report may be exported to PDF, Excel, or CSV.

Prospects and Communication by Rep; Summary

The Prospects and Communication by Rep; Summary report provides a list of Sales Representatives and the total number of prospective members associated with them, with the average number of days since the Rep's members have been contacted.

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The report may be exported to PDF, Excel, Word, CSV, or MHTML.

Prospect Conversion by Date

The Prospect Conversion by Date report lists the prospective leads that have been converted to members between a specified date range, sorted by Sales Rep or Groups. Further investigation into the steps taken to convert this prospect into a member can provide insight into effectiveness of your sales program.

The report may be filtered on a selected date range, and by and by sales representative or group.

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The report may be exported to PDF, Excel, Word, CSV, or MHTML.

Event Reports

Billing/Financial Reports

Bundled Fee Usage Report

The Bundled Fee Usage Report allows you to see which items in the bundles have been used and which items are remaining to be used within their membership term. The report may be generated based on membership status, membership type, bundled fee items, renewal month, member name, and specified date range.

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The report may be exported to Excel.

Advanced Custom Report Builder


The Advanced Custom Report Builder allows you to create and save your own custom reports:

  • Select from over 350 database fields
  • Filter with powerful criteria
  • Start from a template, add & remove fields and tweak criteria to get your results quickly
  • Find fields much easier - four main sections to pick from - Events, Groups, Members, Representatives
  • Field name options are
    • Consistent with back office naming
    • Alphabetized for locating easily
    • Grouped together when appropriate (e.g. all address fields displayed together)
  • Rename output column titles to something more friendly for your own purposes
  • Temporarily disable specific criteria filters without removing the filter - enable it later without rebuilding the query
  • Export to Excel or CSV
  • Create and send emails directly from report window
  • Create new groups or add resulting records to existing groups

Organizational Dashboard

Organizational Dashboard reports provide graphs and information as a high level snapshot of the activity and health of various areas of your organization. These areas include:

  • Graphs of your membership by type, status and category.
  • Comparison graph of new members and member drops the current year over the previous year.
  • Sales analysis by staff member, as well as analysis by sales stage.
  • Event statistics including analysis of attendance and revenue over the past twelve months.
  • Analysis of Sponsorship over the past twelve months.