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:
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Visit our website at:
Call us at:
800.354.4228
http://bit.ly/infinityanalytics