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…

SFACRM SUITEBUSINESS ANALYTICSVERTICALAPPLICATIONThe Evolution of CRM & Business Analytics

The Business Drivers of Business AnalyticsGartner 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 FrameworkCustomerLife-CycleengageservicecustomerpatterntransactFulfillCustomer RelatedBusiness ProcessesCRM /Analytics TechnologyEcosystemschanneloperationalcrmanalyticalcrmsalesmarketingserviceoffercollaborativecrm

Business Analytics & CRM go hand-in-hand. The integration between the two strategies is crucial for growth.Inside SalesMarketingANALYTICSTelemarOutside SalesServiceHotlineHotlineCRM

1) What are the right metrics?Reporting Analysis2) How to measure each metric?Dashboard3) How to identify each target or goal?

Data is KingWebsitesCRMERPOther SystemsCollect, 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 relationshipsDates &Relationships

The RAPID Methodology

The RAPID MethodologyThe RAPID methodology streamlines the time to get from concept to working dashboard

ExecutiveKPI ScorecardManagement DashboardsActivity -Based ManagementWhat-if AnalysisSearch & MappingList BuildingActivity ManagementSegmentationTrends and AnalysisRAPIDMethodologySalesSales PerformancePipeline ManagementSales Cycle AnalysisForecastingPartner Relations Sell Through Analysis Pipeline Reporting Territory Analysis Program EffectivenessMarketingCampaign ManagementLead Conversion AnalysisCost/Results ReportingSegmentation/TargetingCustomer Service Contact Center ManagementCall StatisticsService level trends and analysisCustomer Retention

KPI Scorecard

Management Dashboards

Activity -Based Management

What-if Analysis

List Building

Activity Management

Segmentation

Trends and Analysis

Sales Performance

Pipeline Management

Sales Cycle Analysis

Forecasting

Sell Through Analysis

Pipeline Reporting

Territory Analysis

Program Effectiveness

Campaign Management

Lead Conversion Analysis

Cost/Results Reporting

Segmentation/Targeting

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 FunctionsExecutivesMarketingSalesCustomer Service

Business Analytics for the ExecutiveMeasure Key Performance Indicators Across the BusinessA high level overview of the key metrics and trends.

Business Analytics for MarketingShows 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 PerformanceMonitor actual sales and identify year over year results. Can also track performance against quotas by rep, team, product, etc.

Business Analytics for Better Customer ServiceMonitor service tickets or cases and determine key trends such as # open, # closed, issues areas, avg days open, and ticket details

Traditional BI StackUser InterfaceChart and Report EngineAnalysis EngineData CompressionIntegrationUser Interface, Dashboards, Scorecards, ReportsLots of tools Multiple vendorsIT drivenMonths to changeHigh CostOne tool One vendorEnd user drivenMinutes to changeLow CostOLAP, Query and Reporting toolsData MartsData WarehouseIntegration Layer (ETL)Unstructured DataUnstructured DataCRMCRMERPERPSource: QlickView

User Interface

Chart and Report Engine

Analysis Engine

Data Compression

Integration

Infinity Analytics:Supports Dashboards, Analysis, and Reporting (DAR) Much more visual and interactiveTypically 3-5x faster to build a DAR solution versus a canned report with CrystalCharts, graphs, etc can be changed by userEasier to access other data sourcesTraditional Report (Crystal):Supports reporting with simple drills and light charting capabilityPre-Built canned reports Typically printed or distributed via PDF Requires expertise and a developers license to make changesAccess to other data sources can be challenging

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

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 AREASCRMBusinessAnalyticsMobilityWeb EnablementConsultingProject Management TrainingSales & SupportRAPID Methodology

Next Steps to Get Metrics Driven?Learn more about Business Analytics, CRM and Infinity Info Systems:12Visit our website at:Call us at:800.354.4228http://bit.ly/infinityanalytics