Navigating Roadblocks with CRM:Monitoring Performance withBusiness Intelligence
Speakers      Neal Cranna           John Easton      Director, Marketing   Director, Product Management
Business Intelligence AdoptionSource: August 12, 2009, “Craft Your CRM Investment Plans In Light Of TechnologyAdoption Pat...
Revenue       Length of       Average                       per Sales Rep   Sales Cycle    Order Size     Sales           ...
Number Of         Problem         Customer   Customer             Open Issues     Resolution Rate   Service Costs   Servic...
Campaign            Lead             Number of                      Response Rate     Generation Cost    qualified leads  ...
Business Intelligence DemandSource: CRM and Business Intelligence Get Smarter with Analytics- enterpriseappstoday.com (Aug...
Trends in Business Intelligence1. Self-Service   End users can create and modify dashboards and reports2. Mobility   Real-...
CASE STUDY:Roberts Onsite   Challenge:   Inefficient and time consuming methods to track,   measure and report   Solution:...
Webinar Poll What challenges do you have when measuring performance? Inconsistent reporting requirements   45% Time consum...
THANK YOUFor all your Sales & Services needs: Contact your Account Manager or local  Maximizer Business Partner in your a...
Monitoring Performance with Business Intelligence
Monitoring Performance with Business Intelligence
Monitoring Performance with Business Intelligence
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Monitoring Performance with Business Intelligence

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This webcast takes a look at the importance and challenges of monitoring performance with business intelligence. Learn how to leverage data captured within your CRM solution to make better business decisions at every level of your organization.

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Monitoring Performance with Business Intelligence

  1. 1. Navigating Roadblocks with CRM:Monitoring Performance withBusiness Intelligence
  2. 2. Speakers Neal Cranna John Easton Director, Marketing Director, Product Management
  3. 3. Business Intelligence AdoptionSource: August 12, 2009, “Craft Your CRM Investment Plans In Light Of TechnologyAdoption Patterns” report - Forrester Research
  4. 4. Revenue Length of Average per Sales Rep Sales Cycle Order Size Sales Close Conversion Revenue Rate Rate per Customer Why is Sales Rep A more successful than Sales Rep B? Who are my most and least profitable customers? Where are we making money / losing money – which products? Which territories? Which channels? How are forecasts trending against the annual plan?
  5. 5. Number Of Problem Customer Customer Open Issues Resolution Rate Service Costs Service & Service Call Request Support Response Times Waiting Times Solution Time Why is Support Rep A more efficient than Support Rep B? What is the average resolution time of a case? How much time is spent on low priority cases? Are services resources being allocated effectively? Which cases have slowed or stalled?
  6. 6. Campaign Lead Number of Response Rate Generation Cost qualified leads Marketing Customer Cross-sell/ Lead conversion Retention Rate upsell rates rate What marketing campaigns are most profitable? How many sales ready leads are being delivered? What are customer acquisition costs and churn rates? What are the lead-to-opportunity and opportunity-to- close ratios?
  7. 7. Business Intelligence DemandSource: CRM and Business Intelligence Get Smarter with Analytics- enterpriseappstoday.com (August 5, 2010)
  8. 8. Trends in Business Intelligence1. Self-Service End users can create and modify dashboards and reports2. Mobility Real-time access to vital information via smartphones and tablets3. Real-Time Insight The ability to drive decision-making based on up-to-the- minute data
  9. 9. CASE STUDY:Roberts Onsite Challenge: Inefficient and time consuming methods to track, measure and report Solution: Configurable dashboards and reports for visibility into key metrics Results:  Increased visibility into industry sectors and win/loss metrics for project bids  Reduced time spent on reporting and administration  Improved visibility into performance
  10. 10. Webinar Poll What challenges do you have when measuring performance? Inconsistent reporting requirements 45% Time consuming analysis 25% Inaccurate data included 40% Lack of customized reports 65% Analysis not relevant to my role 5% Other 10%
  11. 11. THANK YOUFor all your Sales & Services needs: Contact your Account Manager or local Maximizer Business Partner in your area Email: sales@maximizer.com Phone: 1-800-804-6299

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