Case Study:
Project Management Institute
The Project Management Institute (PMI) is a leading project management not-for-profit and certifier of over one million project managers around the world.
The Challenge
Community is the heart and soul of PMI, and the organization needed help resolving an increasingly complex, fragmented community experience; synthesizing members’ diverse needs into actionable items to address; and creating internal alignment during a time of organizational change.
The Approach
CMJ partnered with PMI as strategic advisors, executing a multi-phase initiative that deeply engaged both internal stakeholders and community members:
QUANTITATIVE & QUALITATIVE COMMUNITY RESEARCH including a survey of over 1,500 respondents and in-depth qualitative interviews with community members, regional leaders, and chief executives.
ON-SITE FACILITATION & WORKSHOPS bringing together dozens of stakeholders across departments to align on and design the future of community at PMI.
WEEKLY ADVISORY SESSIONS to integrate research insights, problem solve, and optimize business outcomes.
ACTIONABLE EXECUTION PLANS for each strategic undertaking, detailing complete scope and roadmap, division of responsibilities, risks and remediations, budget, and performance metrics to move forward with clarity and impact.
Outcomes
TEAM REORGANIZATION bringing together disparate resources, community leaders, and stakeholders to improve community strategy execution and delivery.
NEW, IMPROVED CUSTOMER JOURNEYS enabling PMI to unify disparate online communities and chapters, improve sign-ups, revenue, and retention, and increase the number of volunteers.
STRATEGIC TACTICS to improve customer sentiment and engagement; sunset and invest in specific new community initiatives; and sustainably engage community members to co-create future growth and success.
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“I'm grateful for a lot; you opened my eyes to levels of complexity, and it made me look at our ecosystem differently.”
— Abdullah Wright, Chief Strategy Officer