1. Enterprise Performance Management
on
Shopping.Com
Presented By:
Abhilash Chauhan
Abul Faiz Iqbal
Ankur Khandelwal
Ankush Roy
Anurag Shandlya

2. Agenda
 Company Description
 Mission & Vision
 Corporate Objective & Strategic plan
 Key Data Structure
 Current Performance Metrics & KPIs
 Financial Planning
 Consolidation

3. Company Description
 Shopping.Com is an E-Commerce organization which was
founded in 2012
 Company currently employs 150 people
 It is headquartered in Mumbai
 It is growing at an annual rate of 30% with respect to industry
average of 15%
 The company received three rounds of funding from the Venture
Capitalist amounting $6 Millions
 The total revenues for the year 2014 was around $6 Millions

4. Vision & Mission Statement
Our Vision:
“To be India’s most customer centric company to build a place
where people can come to find and discover anything they
might want to buy online.”
Our Missions:
“To enhance the customer service of our customers , boost
their retention and increase our sales”.

5. Corporate Objective & Strategic plan
 Objective:
To double our revenue by the end of this financial year.
 Strategic Plan:
• Investing aggressively on new product categories such as
electronics products
• Increasing the customer base for the company by
providing better customer centric services

6. Flow of Strategic Plan

7. Key Data Structure
Entities:
• Manufacturers
• Existing retailers
• Consumer-led entities
1. Buy goods
2. Sell goods
Product Categories:
• Apparels
• Accessories

8. Company Locations:
• Mumbai
• Delhi
• Kolkata
• Bengaluru

9. Current Performance Metrics & KPIs
 We are using excel to measure the current performance
 Host Analytics as a data analysis tool to instantly create
and import new models
 Uses excel to analyze it on the cloud based which helps
us to reduce our expenditures

10. Enterprise Performance Management
Tool
• SAP Business Objects Enterprise Performance
Management
• IBM- Clarity Performance Management (CPM)
suite
• Oracle Enterprise Manager
• SAS Strategic Performance Management
• Microsoft - Point Server 2007
• Actuate Performance Management

11. 3 segments KPIs:
KPIs
Customer Service
KPIs
Marketing KPIs Sales KPIs
• Customer service
email count
• Customer service
phone call count
•Site traffic
• Unique visitors
versus returning
visitors
• Time on site
• Page views per visit
•Facebook, Twitter,
followers or fans
• Average order size
• Average margin
• Conversion rate

12. 3 segments Target KPIs:
KPIs
Customer Service
KPIs
Marketing KPIs Sales KPIs
•Product affinity
(which products are
purchased together)
•Product relationship
(which products are
viewed consecutively)
•Shopping cart
abandonment rate
•Day part monitoring
(when site visitors
come)
•Chat sessions
initiated
•Customer service chat
count
•Average resolution
time
•Concern classification

13. Financial Planning
Areas under planning in the organization:
 Marketing
 Operations
 Finance

14. Planning
The company has a planned expenditure of $ 10 Millions for
2015. The plan for this expenditure is as mentioned below.
 Advertising: Represents the percentage of revenue
allocation in all channels. For 2015 $ 1 Million is allocated
for advertising which is 50% more than the last year
 $0.5 Million is allocated for marketing and selling
activities , including commissions paid on sales
 Fixed Technology Cost: $ 1 Million is allocated for all
fixed computers and internet –related developments and
charges.

15. Planning
 $ 2 Millions is allocated for employee expenses. This
includes new hiring and the training cost
 $ 1.5 Million is allocated for research and development
activities
 $ 4 Millions is allocated for the supply chain and
inventory management

16. Consolidation
Ownership Structure:
• Accel Partners - 45% stakes in the company
• Remaining stake are held by the Promoters
Financial

17. Customer
Centric
Company
Double our
Revenue Mix
Increase
Customer
Confidence in
Our Portal
Average
order size
Average margin
Conversion
rate
Improve
Employee
Productivity
Develop
Strategic
Skills
Access to
Strategic
Information
Align
Personal
Goals
Financial
Customer
Internal Process
Learning and Goals