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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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  • Aclaró varios conceptos sobre este tema. Muy bueno
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  • great work, yacov!
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  • tons of great info...would love to see more about how Infinity customers are using this to transform thier businesses
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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