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Finding and Retaining Your Association Technology: MyTop 10 Insights from Over 30 Years of Experience

Writer's picture: Russell FranksRussell Franks

After over thirty years of working with associations, I have learned much about the challenges of selecting and maintaining technology. For 31 years, iFINITY has partnered with many leading associations, from Royal Colleges to Trade Associations. During that time, I have witnessed it all—the triumphs, the mistakes, and the messy middle ground. Today, I wish to share my top ten lessons to assist you in navigating the world of

association technology.


In this area, errors are easily made, and achieving the correct results is often challenging. The truth is that associations generally receive what they invest in. It is tempting to blame others—suppliers, staff, or consultants—when things go awry, but this is seldom productive. With that in mind, here is what I have learned about finding and retaining the right technology for your association.


  1. Association Tech Is Not a “Buy It and Forget It” Thing

If you believe that buying software is a one-off deal, think again. Technology isn’t like a new desk or a shiny coffee machine—it’s not something you can set up and forget about. It’s more like a living, breathing part of your organisation.


Your tech requires constant attention: updates, training, reviews, and adjustments to remain effective. The initial setup is merely the beginning. The actual value emerges when you’ve invested the time to optimise it beautifully for your team.


I’ve witnessed too many associations allow their systems to wither on the vine, only to panic when things break or performance plummets. A little proactive care can spare you from costly, time-consuming overhauls in the future.


  1. Build Successful Partnerships with Suppliers

Suppliers are more than just vendors—they’re your partners in making your technology

work. And like any relationship, this one takes effort.


Sure, it’s tempting to treat suppliers like utilities—pay the bill, flip the switch, and expect

the lights to come on. But that’s not how it works in the tech world. A successful partnership depends on trust, open communication, and a shared vision for the association’s success.


Be upfront about your needs and expectations, and encourage your supplier to do the same. Meet their CEO. You’re entering a long-term relationship and need to know they’re in it for the right reasons.


  1. It’s Not Always About the Technology

Here’s a hard truth: the latest, greatest technology won’t solve your problems if your underlying processes and strategy are flawed. Software companies are constantly leapfrogging one another with new features and capabilities, but many of these shiny tools won’t determine your success.

What truly matters is your association’s ability to adapt and leverage technology effectively. Are your processes efficient? Is your staff trained? Do you have a clear strategy for using technology to achieve your goals?


Research and learn about the latest tech trends. Challenge suppliers to collaborate as your partner on a vision, but when selecting software, do not place too much emphasis on features and functions, as the vendor, their strategic vision, and their personnel are often much more important than the actual software at any given time.


It follows that your team must genuinely appreciate the software in terms of features and functions; however, decisions need to be strategic rather than devolving downwards to junior team members who can be asked for their preferences, which then guide the decision-making process.



  1. Don’t Listen to Office Politics

Office politics can derail even the best technology projects. I’ve seen it happen repeatedly: a powerful voice in the organisation pushes for their preferred solution, or conflicting agendas create unnecessary roadblocks.


As a leader, your role is to rise above the noise and maintain the focus on what’s best for

the organisation. This involves listening to all stakeholders but not allowing personal biases or agendas to dictate decisions.


Stay grounded in your organisation’s goals and make decisions based on facts, not politics. It’s not always easy, as facts can sometimes be challenging to find, and it is not always clear what you don’t know regarding questions. It is, however, essential for your long-term success.


  1. What Happens When the Proverbial Hits the Fan?

No one wants to contemplate their technology failing or having to switch suppliers, but every organisation should prepare for this reality. When things go awry—and they inevitably will—it’s crucial to have a plan.

Do you know who owns your data? Do your contracts have clear exit clauses? Can your software still be used once your relationship with your supplier has deteriorated? Is your system well-documented so that you can still function and process your data when your staff expert resigns? Can your supplier step in to provide continuity and expertise if needed?


While the security needs of cloud processing have resulted in data being better protected than ever, are you prepared? Your preparation is your best defence against chaos. Think of it as an insurance policy—something you hope you’ll never need but will be incredibly grateful for if you do.


  1. Is Your Software a “Product”? Who Really Owns It?

Not all software is created equal, and one of the most significant distinctions is whether your system is a genuine “product” or a custom solution linked to a single supplier. This difference can have substantial implications for your association’s flexibility and independence. If your software is proprietary and owned by your supplier, you may find yourself locked into a system that doesn’t meet your needs. Before signing a contract, always inquire about ownership, intellectual property, and data portability.


Modern association software often presents itself as a “product,” sometimes, a big name is quoted. However, the user interface and, in some cases, the entire functionality of these products often serve as a veneer over a product platform that cannot be migrated or supported when issues arise.

It is essential to be informed and ask the right questions during selection. Significant differences in supplier approaches exist, and understanding what you genuinely purchase often differs significantly from what you believe you are buying.


  1. When Things Go Wrong, Who Do You Fire?

When a technology project fails, the instinct is often to assign blame—typically to the supplier. However, the reality is that the fault can sometimes be found closer to home. Were your internal processes transparent? Did your team provide the necessary support and resources? Did you integrate new team members in a manner that ensured they were fully trained, maximising the value of your technology investment?


Before dismissing your supplier, take a careful look at your organisation. Sometimes, the issue isn’t the technology but how it is managed internally. Honest self-assessment is vital for problem-solving and moving forward. If self-assessment is not feasible, an independent consultant can be an excellent way to evaluate your needs. Getting a system back on track is usually much less expensive and time-consuming than a wholesale replacement, and replacement offers no guarantee of a successful outcome if there are issues with internal staff, teams, or skills within the organisation.


  1. Should You Use Consultants?

Consultants can be valuable assets when selecting and implementing technology, but not all consultants are created equal. The right consultant will provide expertise and an impartial perspective, helping you make informed decisions. However, it is essential to conduct due diligence. Seek consultants with a proven track record and a thorough understanding of the association sector. Be wary of those who advocate for specific suppliers or solutions without considering your unique needs.


Inquire with a potential consultant whether they offer any services that could indicate bias or a conflict of interest. Do they provide system-specific training or deployment? Have they been involved with an association that uses a particular software? Do the chosen systems tend to differ each time, or are there statistically improbable similarities?


Will the consultant merely echo what you and your team tell them, or will they add significant value from their own experiences and insights? A competent consultant must be your utterly impartial guide, not a salesperson. Choose wisely.


  1. Is Your Supplier Telling the Truth?

Supplier obfuscation is a common issue in the tech world. Whether suppliers overpromise, underdeliver, or dodge tough questions, it’s critical to stay vigilant. Ask direct questions about capabilities, limitations, and timelines. Don’t accept vague answers or marketing jargon. A trustworthy supplier will be transparent and forthcoming, even when the truth is inconvenient.


Ask straightforward questions about pricing. If the supplier cannot provide a clear price, consider walking away. Investigate API and volume pricing and prefer suppliers who can answer your questions directly.


If you sense that a supplier is not being entirely honest, consider it a warning sign.


Trust is the cornerstone of any successful partnership; your project will likely encounter difficulties without it.

  1. Tech: A Waste of the CEO’s Time?

Some CEOs see technology as something to delegate entirely—a big mistake. While you don’t need to get into the details of coding or user interfaces, staying involved strategically is essential. Meet the supplier’s CEO, understand the big decisions, and signal to your team that technology matters. Your involvement keeps the project aligned with your association’s goals and ensures technology isn’t being treated as an afterthought—or worse, a vanity project for someone else.



FINAL THOUGHTS

Choosing and managing association technology is no small task, but it’s one of the most impactful investments you can make. By approaching it with the right mindset—one of partnership, preparation, and strategic focus—you can avoid common pitfalls and set your association up for long-term success.

At iFINITY, we have spent the last 31 years helping associations navigate these challenges. The lessons I have shared here are hard-earned, but they have proven invaluable time and again. I hope they will assist you in making better decisions and achieving improved outcomes.


I would love to hear your thoughts and experiences—what lessons have you learned about association technology? Let us keep the conversation going!


Who are IFINITY?

iFINITY Limited, founded by a leading Accountancy practice as Fisher Technology in 1992 is a leading provider of software solutions with a specialisation in membership engagement, web and association technology.


As the UK’s only Premier Authorized Solution Provider for iMIS, a globally recognized association and membership software, iFINITY delivers comprehensive solutions across EMS, CRM, finance, events, e-marketing, education, and member engagement. Our expertise lies in empowering membership organisations to operate more effectively, enhance member satisfaction, and achieve strategic goals.

A cornerstone of iFINITY’s success is our team of experts, who bring unrivalled experience in the membership and association sector gained over many years by working in the sector as leaders. This depth of knowledge enables the company to understand and address the unique challenges its clients face, providing tailored solutions that drive measurable results.


Through active engagement with professional networks like Membership World, iFINITY stays connected to industry trends, ensuring its offerings remain innovative and effective. By combining advanced technology with unparalleled expertise, iFINITY helps organizations tackle complex challenges, unlock growth opportunities, and build stronger, more engaged communities.


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