Member relationship management — the good oil

Any good business lives and breathes success on its ability to connect, interact and engage with its customers — this is much the same for us here at REINZ, except our members are our customers, and we are here to support you as best we can.

With more than 16,000 members nationwide, keeping track of membership and interactions is critical and, at times, challenging. Each month, we have hundreds of calls, emails and interactions with the real estate profession, and thousands of digital interactions on our website. Ensuring we can provide all members with the best service is as important to us as it is to you.

Members at the forefront

Customer relationship management (CRM) or membership management enables us to service numerous agency head offices, regional offices, individual agencies and agents. It also helps us provide targeted membership services such as advocacy, advisory, education, statistics and events. We aim to ensure that you get even more from these services, and we are currently implementing a programme of work to improve support systems and services in 2022.

As technology continues to evolve across all areas of real estate, we see an ever-increasing need to provide members with simple, easy and effective channels to communicate and interact with REINZ. Members expect a deeper level of connectedness, personalised experience, and seamless integration from system to system — and we want to deliver on that.

Watch this space

To get the ball rolling, the glue holding this together — our CRM system — needs to be strong and secure yet malleable enough to accommodate changes in services, content and interactions as much as possible.

Accordingly, we’re renewing the REINZ CRM system, modernising how we process and hold member and nonmember (customer) data. More importantly, we’re reviewing how we can deliver a more connected and personalised experience for members, so you can connect, find and engage with us at REINZ for the services and information you need to run your businesses. By bringing all this information together under a single view, member support has never looked so promising.

Miles Fordyce

Chief Digital and Innovation Officer, REINZ