Customer Relationship Management News
Most Read
Most E-mailed
E-mail Article
Print Article
Customer & Sales Management Analytics Solution Aims to Help Companies Drive Profitability
New solution from Oco integrates customer-related data from multiple systems to provide integrated view of customers and customer profitability
Waltham, MA — November 18, 2009 — Business intelligence specialist Oco has debuted its Customer & Sales Management Analytics solution, a business analytics solution intended to provide companies with a 360-degree view of their customers and help them drive greater profitability.
Oco said the new solution provides analytics capabilities that go beyond the basic reporting capabilities found in individual systems such as customer relationship management (CRM) solutions. Customer & Sales Management Analytics incorporates business data from multiple systems and integrates this information into a single data warehouse to provide a more complete view of the customer using interactive dashboards and drillable reports.
Data could include, for example, actual revenue and cost from an enterprise resource planning (ERP) system, forecast pipeline revenue from a CRM application, internal services metrics from various operational sources, and external customer satisfaction scores from a third-party provider.
"In my experience, 30-40 percent of a given company's business is unprofitable," said Jonathan Byrnes, senior lecturer at the Massachusetts Institute of Technology (MIT) and a leading authority on customer profitability. "Oco's Customer & Sales Management Analytics solution provides an insightful view into the behavior and history of customers to help drive decisions that can improve profitability."
In addition, the solution offers tools to visualize and interact with the data, including interactive scorecards, what-if dashboards, multi-dimensional reports, and ad hoc analysis tools. The analytics are presented in different ways, and targeted at various organizational roles, from executives and staff, to customers and the extended value chain.
The goal, according to Oco, is to help companies address three key questions: 1) Which customers to focus on and what to sell them? 2) How to improve the sales team's performance? And 3) How to improve customer satisfaction and performance?
To answer these questions, Oco said it worked with leading authorities on customer profitability to develop eight best-practice analytics, which form the basis of the Customer & Sales Management Analytics solution. These analytics include Customer Experience Map, At-Risk Revenue, Customer-Product Profitability Analysis, and Customer-Product Growth Matrix.
"Companies are increasingly focused on growing their way out of the current recession," said Anil Chitkara, senior vice president of market development with Oco. "They need to convert their vast amounts of data into insightful analytics to understand which customers offer opportunities for growth, which are the least profitable, and where the sales team should be spending its time."
According to Oco, the Customer & Sales Management Analytics solution can be deployed and operational in approximately six to ten weeks. "Since our solutions are up and running within a matter of weeks, companies can take actions immediately to impact their bottom line within 90 days," Chitkara said.
Oco said the new solution provides analytics capabilities that go beyond the basic reporting capabilities found in individual systems such as customer relationship management (CRM) solutions. Customer & Sales Management Analytics incorporates business data from multiple systems and integrates this information into a single data warehouse to provide a more complete view of the customer using interactive dashboards and drillable reports.
Data could include, for example, actual revenue and cost from an enterprise resource planning (ERP) system, forecast pipeline revenue from a CRM application, internal services metrics from various operational sources, and external customer satisfaction scores from a third-party provider.
"In my experience, 30-40 percent of a given company's business is unprofitable," said Jonathan Byrnes, senior lecturer at the Massachusetts Institute of Technology (MIT) and a leading authority on customer profitability. "Oco's Customer & Sales Management Analytics solution provides an insightful view into the behavior and history of customers to help drive decisions that can improve profitability."
In addition, the solution offers tools to visualize and interact with the data, including interactive scorecards, what-if dashboards, multi-dimensional reports, and ad hoc analysis tools. The analytics are presented in different ways, and targeted at various organizational roles, from executives and staff, to customers and the extended value chain.
The goal, according to Oco, is to help companies address three key questions: 1) Which customers to focus on and what to sell them? 2) How to improve the sales team's performance? And 3) How to improve customer satisfaction and performance?
To answer these questions, Oco said it worked with leading authorities on customer profitability to develop eight best-practice analytics, which form the basis of the Customer & Sales Management Analytics solution. These analytics include Customer Experience Map, At-Risk Revenue, Customer-Product Profitability Analysis, and Customer-Product Growth Matrix.
"Companies are increasingly focused on growing their way out of the current recession," said Anil Chitkara, senior vice president of market development with Oco. "They need to convert their vast amounts of data into insightful analytics to understand which customers offer opportunities for growth, which are the least profitable, and where the sales team should be spending its time."
According to Oco, the Customer & Sales Management Analytics solution can be deployed and operational in approximately six to ten weeks. "Since our solutions are up and running within a matter of weeks, companies can take actions immediately to impact their bottom line within 90 days," Chitkara said.
RSS Feeds
