CASE STUDY

National Membership Association: Member Portal + Engagement on Salesforce

A national membership association rebuilt member portal + engagement on Salesforce. Member retention up 8 points; new-member conversion up 14 points.

May 9, 2026 · 2 min read · By admin

At a glance

Measured outcomes

What this programme actually delivered.

Member retention: +8 percentage points

+14

New-member conversion: +14 percentage points

+34

Member NPS: +34 points

A national membership association’s member experience hadn’t been refreshed in 15 years. Younger members renewing at lower rates.

Member portal on Salesforce Experience Cloud. Personalized content + event recommendations. Engagement scoring. Renewal-risk early warning.

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