Carnegie Museums of Pittsburgh

"Convio is a breakthrough for our membership renewals — opening new and extremely effective communications and revenue channels by helping us increase the frequency and quality of communications with our members through the Internet."

- Karen Poirier, director, membership marketing, Carnegie Museums of Pittsburgh

Read the full case study (PDF, 649K)

Needed strategic plan to develop relationships through both email and its Web site to improve membership retention

Web site lacked members-only content to make members feel special

Web site had no transaction capability

Sought online solution for creating more effective emails and Web site content, as well as tracking and reporting capabilities to help analyze online results

Wanted to offer members easy, convenient way to renew online

Chose Convio for Web content management, online membership and email communications

Allows new constituents to join online at one of many membership levels, and allows existing members to renew, sign up for email updates and log in to site for special information

Sends email newsletters to constituents who have opted in, and sends email alerts that keep members updated on the latest museum news and events

Uses online surveys to gather information about site visitors, and then uses that knowledge to develop targeted online communications

Grew list of member email addresses from 5,000 to 12,000

Welcomes each member by name on Web site, and includes content in Web site and emails based on member interests

In 2003, 88% of members who received email newsletters renewed, and 72 percent who received other email updates renewed, while overall renewal rates were 62 percent

Raised $121,000 online in 2003 after taking membership sales online for the first time in late 2002

Communicates with members an additional 15-20 times per year

Read the full case study (PDF, 649K)