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Using Business Intelligence Tools to extend CRM
CRM solutions like Salesforce and Microsoft Dynamics provide us with access to an unlimited amount of information. In this session, we will examine how organizations of all sizes can use BI to boost productivity, gain sales and market intelligence and insights into consumer behavior and most importantly turn the data you have into actionable information.
2017 CRM Conference
Valerie LingenSenior Business Analysist
Tom LemirandPre-Sales Consultant
What is Business Intelligence?Business intelligence is the ability to take in all the data being generated by a business and present easy to digest performance measures or trends that will inform management decisions
Real Time Manage Big Data
Multiple Devices
Collect, Store,
Analyze & Organize
BI Tools• Dynamics 365 BI Tools
• Microsoft Power BI• Tableau
• Salesforce BI Tools• Wave Analytics• Microsoft Power BI• Tableau
How does BI boost productivity?✓Blend data from CRM and other databases
✓ERP✓Spreadsheets✓SQL database✓Marketing tools
✓Share knowledge in a collaborative decision making structure
✓Interact with the data
Raw data for Orders
Turns into this Interactive Dashboard
Key Performance Indicators (KPI)
Sales Analytics: • Top products in revenue• Sales opportunities by territory• Sales ratios• Returns on investment• Performance by rep• Sales & profit by product
Service Analytics:• Customer satisfaction• Average resolution time• Complaint escalation rate• Service calls by product• Returns by category• Entitlement utilization
Marketing Analytics:• Seminar attendees by location• Average Lead score • Business forecast• Customer acquisition cost• Advertising overhead by
seminar• Email click-through rate
Visualization TypesBar and column charts Stacked Area charts Combo Tables & Matrix
Line chart
Funnelchart
Gauge charts Pie charts
Maps Scatter and Bubble charts Doughnut charts Tree Maps
Where to start?
• When efining KPI’s• Consider your audience• Tell a story• Search for patterns
• What do you want to learn from your data?• What information are you missing today?• What do you need to know to plan for the future?
• Only create visualizations if it provides value back to the company
Best Practices• Define your business need before selecting the tool• Define KPI before starting a BI project• Identify which data integration method will be most timely and cost
effective• Clean data source results in improved performance• Implement a data warehouse when working with multiple databases• Manage data filters before linking to BI tool
• Include the true end user in the BI selection process• Plan ahead, BI projects are business investments. (analysis, design,
implementation, BI tools)
Demo Power BI
Salesforce –Wave Analytics
ResourcesMicrosoft Power BI
• https:/ /powerbi.microsoft.com/en-us/• https:/ /powerbi.microsoft.com/en-us/guided-learning/
Salesforce Wave Analytics• https:/ /www.salesforce.com/products/analytics-cloud/overview/
Tableau• www.tableau.com• www.tableau.com/ learn/ training
Questions?
Thank – you!
