Business is always entailed with risks. Not only because there is economic inflation, but also because there is almost no certainty in terms of sales. As everyone knows, there is a lot of competition in business, and one of the key strategies is to apply business intelligence metrics as part of the overall business management approach. Business intelligence is not something like spying on competitors. It is a discipline that was founded in 1958.

Business intelligence is nothing more than analytics. People who run businesses should use numbers based on facts to be able to make good decisions. These decisions are actually what will take the business to the next level or advance in its field. Without numbers backing up a decision, everything will be based on assumption instead of objectivity. As such, there is a need to know through metrics if the business solutions and intelligence applied really fits the company. Otherwise, if the very method that is supposed to bring wise decisions is wrong, the entire business can collapse.

Other than analytics, business intelligence is also about technology. Many businesses seem to have been left behind because of poor technological applications. Every business has to keep up with the times. Services become faster with technology and this is a critical issue, especially with competitors around. All of these are translated into numerical data and from these data; the leader of the business can make a decision that is synonymous to success.

However, what data does one need? What metrics need to be measured to find out if the business intelligence approach of one company is right?

First off, there has to be an established baseline. A baseline is a calculation of numerical averages based on certain periods of time. In many Business Process-Outsourcing companies that take customer service calls, Forecasting Data is considered a baseline. People who are in the forecasting department know how many customers will calls (not precisely, but very close to it) based on historical data. Baseline is also a term used in determining the Process Capability of any business process. A process is an activity where inputs are converted into outputs for the end user or the customer. Without a baseline, the metrics of the business intelligence will not have a solid foundation.

The next metric is the business dashboard. This is a file that shows all important numerical figures to the leaderor even to the end usersthat will make it easier for them to analyze data. This is as critical and important as the baseline. Just like in a car, a business dashboard is a report or a user interface system that will facilitate faster information dissemination and analysis. Many of this information may not come from the same source, but these numbers or figures will certainly help the user achieve what is desired.

There are many more business intelligence metrics that any company may use other than the ones mentioned earlier. Some may not actually be applicable for all since industries are different in several ways. However, the two mentioned are probably the most important of all.

By: Sam Miller

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There is a common misconception that CRM is about software. This articles suggests that Customer Relationship is about a way of doing business.

CRM is software.

Unfortunately, that belief system is why so many CRM implementations fail. They are only implementing software. Just as in politics, marketing has been used very effectively by software companies, and resellers, to create a belief system based on sound bites. If you say it often enough, it becomes true, no matter how ridiculous it sounds.

CRM actually stands for "Customer Relationship Management." I don’t see the word software in there, do you? CRM is actually a customer-centric way of doing business. It’s a philosophy that if you truly know your customer, you will be able to deliver the products and services they need, instead of the products and services you need to sell. The end result should be more than customer satisfaction. It should be increasing customer loyalty.

CRM is also a strategy which is based on an acute understanding of your customers. Knowing which customers are profitable and which customers are not. Knowing what they need, and what they don’t need. A solid CRM strategy will help you manage the four bottomline corners of your business: Revenue, Costs, Profitability and Lost Opportunity Costs.

If you are considering that first step into the CRM abyss, or if your looking for some help getting out of it, start with this CRM Definition:

CRM is not software. CRM is your commitment to know your customer better. CRM requires you to develop a strategy to increase customer loyalty through a better understanding of those customers. CRM is about setting measurable economic goals, justifying the investment to achieve them and measuring them. CRM is about communicating a customer focused vision to your customer facing business units. CRM is about leading your customer facing business units to work together so your customer sees a clear and unified message. CRM is not about Sales. It’s about Sales, Marketing, Customer Service and Customer Support working together.

And once you’ve done all of this, you will know what you need and don’t need in a CRM software package. Don’t develop a CRM strategy based on the features of some CRM software. Your requirements should be derived from your Strategy, not from your software.

By Mike Boysen Published: 9/11/2008

What’s the Definition of CRM?

If you are considering that first step into the CRM abyss, or if your looking for some help getting out of it, start with this CRM Definition. CRM is not software. CRM is your commitment to know your customer better. 

Definition CRM

CRM software is used to support these processes, storing information on current and prospective customers. Information in the system can be accessed and entered by employees in different departments, such as sales, marketing and collections.

What’s the Definition of CRM?

CRM is software. Unfortunately, that belief system is why so many CRM implementations fail. They are only implementing software. Just as in politics, marketing has been used very effectively.

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