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Enterprise Performance Management on
Shopping.Com
Presented By: Abhilash Chauhan
Abul Faiz Iqbal
Ankur Khandelwal
Ankush Roy
Anurag Shandlya
Agenda
Company Description
Mission & Vision
Corporate Objective & Strategic plan
Key Data Structure
Current Performance Metrics & KPIs
Financial Planning
Consolidation
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
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”.
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
Flow of Strategic Plan
Key Data Structure
Entities:• Manufacturers• Existing retailers• Consumer-led entities
1. Buy goods
2. Sell goodsProduct Categories:• Apparels• Accessories
Company Locations: • Mumbai• Delhi• Kolkata• Bengaluru
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
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
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
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
Financial Planning
Areas under planning in the organization:
Marketing
Operations
Finance
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.
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
Consolidation
Ownership Structure:• Accel Partners - 45% stakes in the company• Remaining stake are held by the Promoters
Financial
Customer Centric
Company
Double our Revenue Mix
Increase Customer
Confidence in Our Portal
Average order size
Average marginConversion
rate
Improve Employee
Productivity
Develop Strategic
Skills
Access to Strategic
Information
Align Personal
Goals
Financial
Customer
Internal Process
Learning and Goals
