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Are You Metrics Driven?

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Metrics have always been essential to successful business management. In today’s business climate metrics now matter more than ever because they can help an organization improve its performance and ...

Metrics have always been essential to successful business management. In today’s business climate metrics now matter more than ever because they can help an organization improve its performance and efficiencies. Simply put, you cannot manage what you don’t measure. This Slideshare presentation focuses is on the high-level question of, Are You Metrics Driven?

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Are You Metrics Driven? Are You Metrics Driven? Presentation Transcript

  • Are You Metrics Driven?
    A presentation on Business Analytics built by Infinity Info Systems and Delivered on Slideshare
  • If I can’t measure it, I can’t manage it…
  • SFA
    CRM SUITE
    BUSINESS ANALYTICS
    VERTICALAPPLICATION
    The Evolution of CRM & Business Analytics
  • The Business Drivers of Business Analytics
    Gartner Survey of 300 attendees at the North American and European Gartner Business Intelligence Summits in 2008
  • “Some companies have built their very business on their ability to collect, analyze, and act on data”
  • "If you don't measure something, you can't change it. The process of leadership is one of painting a vision, then saying how you're going to get there, and then measuring whether you're actually getting there. Otherwise, you risk only talking about great things but not accomplishing them.”
  • “For me, goals and daily metrics are the key to keeping me focused. If I don’t have access to the right stats, every day, it is so easy for me to move on mentally to the next thing. But if I have quick access to key metrics every day, my creativity stays within certain bounds–my ideas all center on how to achieve our goals.”
  • CRM Analytics Framework
    CustomerLife-Cycle
    engage
    service
    customerpattern
    transact
    Fulfill
    Customer RelatedBusiness Processes
    CRM /Analytics TechnologyEcosystems
    channel
    operationalcrm
    analyticalcrm
    sales
    marketing
    service
    offer
    collaborativecrm
  • Business Analytics & CRM go hand-in-hand. The integration between the two strategies is crucial for growth.
    Inside Sales
    Marketing
    ANALYTICS
    Telemar
    Outside Sales
    Service
    Hotline
    Hotline
    CRM
  • 1) What are the right metrics?
    Reporting
    Analysis
    2) How to measure each metric?
    Dashboard
    3) How to identify each target or goal?
  • Data is King
    Websites
    CRM
    ERP
    Other Systems
    Collect, Consolidate
    & Cleanse
  • Integrated CRM & Business Analytics initiatives are often complex without the right support.
  • Infinity Analytics simplifies the complexity of customer focused metrics by using a proprietary data model that is focused on dates and their associated relationships
    Dates &
    Relationships
  • The RAPID Methodology
  • The RAPID Methodology
    The RAPID methodology streamlines the time to get from concept to working dashboard
  • Executive
    • KPI Scorecard
    • Management Dashboards
    • Activity -Based Management
    • What-if Analysis
    Search & Mapping
    • List Building
    • Activity Management
    • Segmentation
    • Trends and Analysis
    RAPID
    Methodology
    Sales
    • Sales Performance
    • Pipeline Management
    • Sales Cycle Analysis
    • Forecasting
    Partner Relations
    • Sell Through Analysis
    • Pipeline Reporting
    • Territory Analysis
    • Program Effectiveness
    Marketing
    • Campaign Management
    • Lead Conversion Analysis
    • Cost/Results Reporting
    • Segmentation/Targeting
    Customer Service
    • Contact Center Management
    • Call Statistics
    • Service level trends and analysis
    • Customer Retention
  • Infinity Analytics is powered by QlikView . This allows the the data and user interface to be combined into one file that pulls from multiple data sources. QlikView also allows in memory analysis which provides a very intuitive, quick, and interactive application.
  • Let’s Breakdown Business Analytics Across Multiple Business Functions
    Executives
    Marketing
    Sales
    Customer Service
  • Business Analytics for the Executive
    Measure Key Performance Indicators Across the Business
    A high level overview of the key metrics and trends.
  • Business Analytics for Marketing
    Shows all open opportunities in a funnel and timeline chart. Also allows sorting and selection by several parameters such as Account, Description, Product, Rep, Territory, etc. There are also additional detail charts and tables.
  • Business Analytics for Better Sales Performance
    Monitor actual sales and identify year over year results. Can also track performance against quotas by rep, team, product, etc.
  • Business Analytics for Better
    Customer Service
    Monitor service tickets or cases and determine key trends such as # open, # closed, issues areas, avg days open, and ticket details
  • Traditional BI Stack
    • User Interface
    • Chart and Report Engine
    • Analysis Engine
    • Data Compression
    • Integration
    User Interface, Dashboards, Scorecards, Reports
    Lots of tools
    Multiple vendors
    IT driven
    Months to change
    High Cost
    One tool
    One vendor
    End user driven
    Minutes to change
    Low Cost
    OLAP, Query and
    Reporting tools
    Data Marts
    Data Warehouse
    Integration Layer (ETL)
    Unstructured
    Data
    Unstructured
    Data
    CRM
    CRM
    ERP
    ERP
    Source: QlickView
  • Infinity Analytics:
    • Supports Dashboards, Analysis, and Reporting (DAR)
    • Much more visual and interactive
    • Typically 3-5x faster to build a DAR solution versus a canned report with Crystal
    • Charts, graphs, etc can be changed by user
    • Easier to access other data sources
    Traditional Report (Crystal):
    • Supports reporting with simple drills and light charting capability
    • Pre-Built canned reports
    • Typically printed or distributed via PDF
    • Requires expertise and a developers license to make changes
    • Access to other data sources can be challenging
  • Infinity Info Systems Customers Benefiting from Business Analytics and CRM
  • Founded in 1987, Infinity Info Systems develops Customer Relationship Management (CRM) and Business Analytics solutions for clients in the financial, life sciences, business services, media and manufacturing/distribution industries around the world. Infinity’s technology solutions, services, training and support help organizations become more profitable by improving sales and marketing effectiveness.  Infinity has trained more than 130,000 professionals and successfully implemented more than 3,500 CRM systems.
    Visit www.infinityinfo.com or call (800) 354-4228 to learn more about Infinity Info Systems.
    Infinity Info Systems partners:
  • PRACTICE AREAS
    CRM
    Business
    Analytics
    Mobility
    Web Enablement
    Consulting
    Project Management
    Training
    Sales & Support
    RAPID Methodology
  • Next Steps to Get Metrics Driven?
    Learn more about Business Analytics, CRM and Infinity Info Systems:
    1
    2
    Visit our website at:
    Call us at:
    800.354.4228
    http://bit.ly/infinityanalytics