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.

1. Navigating Roadblocks with CRM:
Monitoring Performance with
Business Intelligence

2. Speakers
Neal Cranna John Easton
Director, Marketing Director, Product Management

3. Business Intelligence Adoption
Source: August 12, 2009, “Craft Your CRM Investment Plans In Light Of Technology
Adoption Patterns” report - Forrester Research

6. 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?

7. 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?

8. 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?

9. Business Intelligence Demand
Source: CRM and Business Intelligence Get Smarter with Analytics
- enterpriseappstoday.com (August 5, 2010)

10. Trends in Business Intelligence
1. Self-Service
End users can create and modify dashboards and reports
2. Mobility
Real-time access to vital information via smartphones
and tablets
3. Real-Time Insight
The ability to drive decision-making based on up-to-the-
minute data

11. 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

12. 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%

14. THANK YOU
For 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