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 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?

Published in: Technology, Business
  • 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?

  1. Are You Metrics Driven?<br />A presentation on Business Analytics built by Infinity Info Systems and Delivered on Slideshare<br />
  2. If I can’t measure it, I can’t manage it…<br />
  3. SFA<br />CRM SUITE<br />BUSINESS ANALYTICS<br />VERTICALAPPLICATION<br />The Evolution of CRM & Business Analytics<br />
  4. The Business Drivers of Business Analytics<br />Gartner Survey of 300 attendees at the North American and European Gartner Business Intelligence Summits in 2008<br />
  5. “Some companies have built their very business on their ability to collect, analyze, and act on data” <br />
  6. &quot;If you don&apos;t measure something, you can&apos;t change it. The process of leadership is one of painting a vision, then saying how you&apos;re going to get there, and then measuring whether you&apos;re actually getting there. Otherwise, you risk only talking about great things but not accomplishing them.”<br />
  7. “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.”<br />
  8. CRM Analytics Framework<br />CustomerLife-Cycle<br />engage<br />service<br />customerpattern<br />transact<br />Fulfill<br />Customer RelatedBusiness Processes<br />CRM /Analytics TechnologyEcosystems<br />channel<br />operationalcrm<br />analyticalcrm<br />sales<br />marketing<br />service<br />offer<br />collaborativecrm<br />
  9. Business Analytics & CRM go hand-in-hand. The integration between the two strategies is crucial for growth.<br />Inside Sales<br />Marketing<br />ANALYTICS<br />Telemar<br />Outside Sales<br />Service<br />Hotline<br />Hotline<br />CRM<br />
  10. 1) What are the right metrics?<br />Reporting <br />Analysis<br />2) How to measure each metric?<br />Dashboard<br />3) How to identify each target or goal?<br />
  11. Data is King<br />Websites<br />CRM<br />ERP<br />Other Systems<br />Collect, Consolidate<br />& Cleanse<br />
  12. Integrated CRM & Business Analytics initiatives are often complex without the right support. <br />
  13. Infinity Analytics simplifies the complexity of customer focused metrics by using a proprietary data model that is focused on dates and their associated relationships<br />Dates &<br />Relationships<br />
  14. The RAPID Methodology<br />
  15. The RAPID Methodology<br />The RAPID methodology streamlines the time to get from concept to working dashboard<br />
  16. Executive<br /><ul><li>KPI Scorecard
  17. Management Dashboards
  18. Activity -Based Management
  19. What-if Analysis</li></ul>Search & Mapping<br /><ul><li>List Building
  20. Activity Management
  21. Segmentation
  22. Trends and Analysis</li></ul>RAPID<br />Methodology<br />Sales<br /><ul><li>Sales Performance
  23. Pipeline Management
  24. Sales Cycle Analysis
  25. Forecasting</li></ul>Partner Relations<br /><ul><li> Sell Through Analysis
  26. Pipeline Reporting
  27. Territory Analysis
  28. Program Effectiveness</li></ul>Marketing<br /><ul><li>Campaign Management
  29. Lead Conversion Analysis
  30. Cost/Results Reporting
  31. Segmentation/Targeting</li></ul>Customer Service <br /><ul><li>Contact Center Management
  32. Call Statistics
  33. Service level trends and analysis
  34. Customer Retention </li></li></ul><li>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. <br />
  35. Let’s Breakdown Business Analytics Across Multiple Business Functions<br />Executives<br />Marketing<br />Sales<br />Customer Service<br />
  36. Business Analytics for the Executive<br />Measure Key Performance Indicators Across the Business<br />A high level overview of the key metrics and trends.<br />
  37. Business Analytics for Marketing<br />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. <br />
  38. Business Analytics for Better Sales Performance<br />Monitor actual sales and identify year over year results. Can also track performance against quotas by rep, team, product, etc. <br />
  39. Business Analytics for Better <br />Customer Service<br />Monitor service tickets or cases and determine key trends such as # open, # closed, issues areas, avg days open, and ticket details<br />
  40. Traditional BI Stack<br /><ul><li>User Interface
  41. Chart and Report Engine
  42. Analysis Engine
  43. Data Compression
  44. Integration</li></ul>User Interface, Dashboards, Scorecards, Reports<br />Lots of tools <br />Multiple vendors<br />IT driven<br />Months to change<br />High Cost<br />One tool <br />One vendor<br />End user driven<br />Minutes to change<br />Low Cost<br />OLAP, Query and <br />Reporting tools<br />Data Marts<br />Data Warehouse<br />Integration Layer (ETL)<br />Unstructured <br />Data<br />Unstructured <br />Data<br />CRM<br />CRM<br />ERP<br />ERP<br />Source: QlickView<br />
  45. Infinity Analytics:<br /><ul><li>Supports Dashboards, Analysis, and Reporting (DAR)
  46. Much more visual and interactive
  47. Typically 3-5x faster to build a DAR solution versus a canned report with Crystal
  48. Charts, graphs, etc can be changed by user
  49. Easier to access other data sources</li></ul>Traditional Report (Crystal):<br /><ul><li>Supports reporting with simple drills and light charting capability
  50. Pre-Built canned reports
  51. Typically printed or distributed via PDF
  52. Requires expertise and a developers license to make changes
  53. Access to other data sources can be challenging</li></li></ul><li>Infinity Info Systems Customers Benefiting from Business Analytics and CRM<br />
  54. 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. <br />Visit or call (800) 354-4228 to learn more about Infinity Info Systems.<br />Infinity Info Systems partners:<br />
  55. PRACTICE AREAS<br />CRM<br />Business<br />Analytics<br />Mobility<br />Web Enablement<br />Consulting<br />Project Management <br />Training<br />Sales & Support<br />RAPID Methodology<br />
  56. Next Steps to Get Metrics Driven?<br />Learn more about Business Analytics, CRM and Infinity Info Systems:<br />1<br />2<br />Visit our website at:<br />Call us at:<br />800.354.4228<br /><br />