Sales Management Association Webcast Making CRM Talk ... · Making CRM Talk: Getting to Know Your...

© Copyright 2013 The Sales Management Association.

Sales Management Association Webcast

19 June 2013 Presented by

Making CRM Talk: Getting to Know Your Customers By Their Data

About The Sales Management Association

A global, cross-industry professional association for sales operations and sales management. Focused in providing research, case studies, training, peer networking, and professional development to our membership. Fostering a community of thought-leaders, service providers, academics, and practitioners.

Learn More: www.salesmanagement.org

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© 2013 The Sales Management Association. All rights reserved.

Today’s Panelists

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© Copyright 2013 The Sales Management Association.

Sales Management Association Webcast

19 June 2013 Presented by

Making CRM Talk: Getting to Know Your Customers By Their Data

Agenda

•  Bunchball Intro •  On-‐boarding and Backlog repor6ng •  Client health monitoring •  Analy6cs for Product •  Analy6cs for Sales and Marke6ng

Bunchball: The Leader in Gamifica6on •  Founded: 2005 •  Customers: 320+ •  Employees: 60+ •  Created Gamifica6on Industry in 2007 •  Constant innovator in the field

“For an6cipa6ng the gamifica6on explosion before anyone knew what gamifica6on was.”

Enterprise Customers

The Approach

Analy6cs Mission

Consult

Educate

Service

Evangelize

Where we sit in the organiza6on

Execu6ve Team

Sales Client Services

Account Management

Technical Services Analy6cs Educa6on

services

Engineering

Product

Marke6ng

Us.

Backlog Management

Use: Tracks the health of deployments for use by the Client Services team at Bunchball, used to monitor the health of a deployment, prior to launch. Data Source: Salesforce data pulled directly into Tableau Metrics Available for Each Deployment

•  Status •  Nitro plaTorm being used •  Days in process •  Dollar value •  Expected Launch date •  Deployment health

Backlog Management

Features •  Filters

•  Account Manager •  View how the deployments for each Account Manager are tracking •  VP of Client Services can use this informa6on to track how each Account Manager is performing

•  Account Managers use this resource to focus in on only their own deployments

Backlog Management – Placeholder for newer version

Client Health Monitoring – Scoring System

Use: Tracks the health of deployments for use by the Client Services team at Bunchball Data Source: Combina6on of Nitro and Salesforce data Metrics Available for Each Deployment

•  Index •  Metric used for index •  Client name

Filters •  Renewal date •  Product


Setup of Scoring System •  Created to easily iden6fy the health of each deployment •  Based on mul6ple factors

•  Change in weekly ac6ve users in last month •  Change in weekly ac6ons in last month •  Days since the Salesforce record was last modified •  Days since login to Nitro admin console

•  Calcula6ons done in Excel and then pulled into Tableau

Analy6cs for product enhancement

Use: Demonstrates adop6on and challenges with par6cular Nitro elements Data Source: Data from Bunchball’s Nitro So[ware, Salesforce and Google Analy6cs Metrics Available for Each Deployment

•  Support Cases •  Nitro Element Usage •  Days to deploy, by product

Product Dashboard

Nitro for Sales

Use: Demonstrates how well each par6cular deployment is doing in keeping users engaged on Salesforce Data Source: Data from Bunchball’s Nitro So[ware and client’s Salesforce instance Metrics Available for Each Deployment

•  Username •  Ac6on name, including movement in sales funnel and lead

crea6on •  Count of ac6ons •  Ac6on date

Through an unpredictable and iterative process. •  Discovering structure; •  Finding patterns and outliers; •  Deriving causal relationships; •  etc.

How do people reason about data?

Cycle of Visual Analysis

The Problem: Diverse Data Businesses and their people are struggling to unlock diverse data

Flexible Transform all types of data into self-service analytics

Scalability

Better Visual Intelligence

“Author Once” Experience for Mobile

Customers 10,000 customers from every industry and geography

Questions and Discussion

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Our presenters answer questions from the webcast audience.

How to incorporate customer input?

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You mentioned that you incorporate input from customers on which metrics to track for your sales organization. Can you provide more information about this practice?

How to support internal customers?

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How can support organizations best serve internal customers with the right metrics and reporting?

How easy to integrate these tools?

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Visual data is powerful, so I’m happy to see the examples you provided. For the tools that ingrate across data sources, how easy/hard is it to set them up and manage them?

Do you integrate gamification?

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Can you relate how gamification relates to your reporting process?

How to help managers digest data?

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What advice do you have for organizations that have more data than their managers can digest?

How important is mobile enablement?

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In your opinions, how important is mobile-enabled reporting and analytics to sales organizations? Is it becoming more so?

What does the future hold?

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What does the future hold for the way sales organizations are provided with data and reporting? Do you expect sales organizations to adopt new practices or tools over the next five to 20 years?

Sales Management Association Webcast Making CRM Talk ... · Making CRM Talk: Getting to Know Your...

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Transcript of Sales Management Association Webcast Making CRM Talk ... · Making CRM Talk: Getting to Know Your...