business intelligence and mining customer data
TRANSCRIPT
Business Intelligence and Mining Customer Data
Capitalizing On Your Customers Data
Agenda
• Introduction of Team Members
• BI and OLAP – What does it mean and How are they related?
• Value Proposition to the ITA community and your clients
• Interface – Mining your own Client Relationships
• BI3 – Using Business Intelligence with every day data
• Questions and Answers
Objectives
• Understanding Business Intelligence Technologies
• Value to ITA to Mine Clients and Clients Data
• Increase Billable Dollars by Providing Analytical Analysis
• Increase Profitability of Clients with Proactive Data Analysis
• Increase Your Profitability by Mining your own Data and Relationships
• A Tool to Provide Benchmarking Capabilities to Specific Industries
Speaker Introduction• Jerry Grady
• Managing Director- Follmer Rudzewicz Advisors
• Managing Director - Centerprise Information Solutions, the technology group of Follmer Rudzewicz Advisors
• CPA Background• 17 years managing an Accounting/Tax group
• Leader and Developer of the CIS group for Detroit• Dual Degreed - AIS
Speaker Introduction• Warren Richman
• CEO – BI3.net
• 20 years in IT field
• Director and VAR Channel Leader
• Developed Business and Strategy Plans for Start-up technology firms
Speaker Introduction
• Alex Brunner
• Founding Partner and Past President BI3.net
• Developed worldwide Distribution channels for Kodak
• Invented and developed the world's first add-on retrofit microfilm scanner
• Holder of the prestigious 1996 AIIM (Association of Information and Image management) Pioneer Award
Speaker Introduction
• Bill Pintsak
• Regional Sales Manager – Interface Software
• 8+ Years of experience in the Software Industry
• 5+ Years in the Professional Services Industry Rick Klau
• President – Interface Software
Why Consultants Lose Customers1. Our Consultant just doesn't treat me right
2. Ignore thy customer
3. Fail to cooperate with the customer
4. Let the Owner/CEO contact lapse
5. Don’t keep the customer informed
6. Assume the Customer is a technicians
7. Use as training ground for new team
Why Consultants Lose Customers, A Rockefeller Corporation Study 1% The customer dies
3% The customer moves away
5% The customer has a friend
9% The customer is lost to a competitor
14% The customer is dissatisfied with the service
68% The customer believes you 68% The customer believes you don’t caredon’t care about them about them
Secure and Retain your Customers Interpersonal Skills – You must have them
Ability to explain procedures and processes in terms your customer understands
Interest in the customer
Willingness to give advice
Demonstrate an outcome that the client achieves, you have transformed the business to value added and provided true value to the client.
What OLAP Isn’t
Not Another Ron Eagle Acronym
Observing and Leveraging Accounting Process
Objectively Leveraging Account Payables
One Last Putt
OLAP Is :
On
Line
Analytical
Processing
Your gateway to Business Intelligence
Advantages of Business Intelligence Efficient access to Information, not just data
Turns management data previously reviewed in reports into “hands-on” slice & dice “cubes”
Allows the analyst to view the information the way they think and allows them to easily change their minds.
No more waiting for IT to build reports
Access to previously unused data
Capitalize on your Data to build Relationships
Advantages of Business Intelligence Understand what’s driving your business and provide
analysis to why you may not be growing
“Speed of Thought Analysis” in an On Line Analytical Processing environment
Ability to deliver result oriented experiences to the client.
Ability to Increase your value and your billable hours/dollars to the Client
Ability to mine your entire contact database to increase the closing ratio – Utilize the relationships that exist in your organization
Advantages of Business Intelligence Trendsetter Companies Prove the Point
Business Intelligence is Key to Their Success
73% Show Increase in Cash flow
73% Show Increase in Company Sales
71% Show Improved Accounts Receivable
Great opportunity to help segment new business practice to your business
Capitalize on your current contact management system
The Working Model
Data is extracted from your Clients’ databases on a scheduled basis and “Transform” it into Multi-Dimensional Information Cubes.
The Consultant and the client access cubes with a standard browser.
Your current Contact system notifies those with the relationship of your contact and increases your efficiencies
It’s painless and effortless to the client and your team.
The Working Model – Benefits to Industry Wholesale Distributors
Inventory Turns Sales Analysis per item Sales Analysis per region Receivables Turns Receivables DSO
Retail Environment Sales per Square Feet Sales per labor Hours Sales Mix Analysis
The Working Model – Benefits to Industry Service Industry
Labor Efficiency Reporting Labor Utilization Reporting Trend Analysis for Billable Hours Labor Hours per Region/Service Area Billings per Region/Manager/Leader Billing analysis per Client/Service Code
The Working Model – Benefits to Industry
Manufacturing Machine Time Analysis Overhead and Burden Analysis Trend Analysis for Billable Hours Labor Efficiency Reporting Inventory Turns WIP Analysis
The Working Model – Benefits to Industry
Think outside the Box in other Industries: Healthcare
Doctors/Specialist Dentists Hospitals Urgent Care Facilities
Bank / Financial Institutions
The Working Model – Not Just Accounting Data
Some of the highest ROI opportunities exist with data from other areas of the business:
Sales Marketing Operations Planning
Building Business Intelligence solutions that address these areas provides at the clients fingertips the ability to analyze the lift of the last campaign, the results of T & E spending, or easily determine DSO trends.
Value to ITA Members
Very affordable hosted OLAP Solution that allow even the smallest companies to take advantage of the power of OLAP once reserved for only the big boys
A true Business Intelligence tool, WEB enabled, all you need is your browser
Scaleable and Extendable as needs increase the ROI increase for you and your client
We all use a contact or Email server so extending its capabilities is easy
Value to ITA Members
Increase your engagement revenues and improve your profits by offering Business Intelligence to your clients
Low Risk, High Return
Leverage your Relationships throughout your organization, to increase your close ratios
Provide for additional consulting opportunities within customers by helping them understand and leverage the power of Business Intelligence
Take it from the experts
As Gartner says….
“Now is the time for all enterprises to raise Business Intelligence to the level of a strategic initiative.”
Mining Customer and Relationship Data
Interface Software
Product Companies
ServiceCompanies
• Professional• Marketing
Communication
Client orCustomerInteraction:
Types ofCompanies:
• Web & E-mail• Sales Force• Call Center• Field Service• Channel Partners• Marketing Communications
Opportunity forProfessional Services CRM
BusinessDevelopmentProcess
Unique &Opportunistic
Structured & Repetitive
Common CRM Requirements • Centralized and Shareable Repository
of Customer/Client/Prospect Information
• Capture and Track All Customer/Client/Prospect Interactions
• “360 Degree” View of Customer/Client/Prospect
• Applications that Leverage the Customer/Client/Prospect Knowledge Base
• Tools to Mine and Distribute Data
• Data Quality
Customers or Client
Company
Companies
Professionals
Professional Services CRM Requirements
“Who Has a Relationship
with this Prospective
Client?”
“Who Else Do We Know at
the Client’s Company?”
ProfessionalServices Firm
• Professionals• Other Firm Employees
• Management Consulting• Accounting• Investment Banking• Legal• Engineering/Architecture• Associations
Complex Relationships
People
Professionals
“Who Knows Whom™?”
“Who Are Our Contacts in
this Industry?”
“Who Are the Client’s
Professional
Relationships?”• Professionals• Other Firm Employees
• Clients• Former Clients• Prospects• Competitors• Professional
Services• Law Firms• Accounting Firms• Venture Firms• Etc.
• Vendors
Companies
ProfessionalServices Firm
• Management Consulting• Accounting• Investment Banking• Legal• Engineering/Architecture• Associations
• Clients• Prospects• Alumni• Referral Sources• Experts
Relationship Intelligence Data Model
People
ProfessionalServices Firm
Professionals
Projects
• Deals• Transactions• Engagements• Matters• Projects
“Have We Ever Done This Type of
Deal Before?”
“Who Were the Key Players in That Engagement?”
“What Transactions Did We Perform for This Client
Last Year?”
• Management Consulting• Accounting• Investment Banking• Legal• Other PSO’s
• Clients• Former Clients• Competitors• Professional
Services• Law Firms• Accounting Firms• Venture Firms• Etc.
• Vendors
• Clients• Prospects• Alumni• Referral Sources• Experts
Companies
RelationshipIntelligence
PersonalKnowledge
OrganizationalKnowledge
ExternalKnowledge
Relationship Intelligence• A Firm-wide Asset That Reveals the
Unique and Complex Connections Between People, Companies, Relationships, Experience and Expertise
• Key CRM-enabling Technology for Professional Services Organizations
• Critical Component to Any Knowledge Management Strategy
Four Processes Comprising Relationship Intelligence System
• Relationship Discovery
• Relationship Management
• Client Services Automation
• Knowledge Delivery
To Aggregate, Manage & Deliver Relationship Intelligence Content:
• PDAs• Outlook / Notes• Personal ExperienceProfessional
Enterprise
External
• Accounting• Human Resources• Legacy• Other
• Content Providers• External Sources
Relationship Discovery
• Automated Processes for Discovering Content and Relationships in Existing Systems
– Delivers Access to Previously Unattainable Information & Expertise
– Reuses Captured Data and Transforms it into Relationship Intelligence
Relationship Management
• Delivers Single Instance of a Contact
• Aggregates Enterprise Data and Provides Context
• Applies BusinessRules
• Provide Security• Processes• Information
Changes
JoshSmith
JoshuaSmith
J.L.Smith
Multiple Sources…
Joshua L.Smith
- Cleansing
- Association
- DuplicateMerge
Client Services Automation
ReferralTracking
Client/ProspectProfiling
RFPResponses
EventManagement
Queries, Data Mining,
Reporting
FollowThrough Mailing Lists
• Unique Functionality for High Value Low Volume Business Development
• Rich Tools for Relationship-Based Marketing Automation
ListManagement
Knowledge Delivery
InterActionWeb Client
Portals, Intranets and Extranets
Internally DevelopedApplications
PDA Devices
Microsoft Outlook or Lotus Notes
Reports
• Delivers Critical Relationship Intelligence Content to Firm’s Knowledge Management Platform of Choice
• Designed to Complement a Firm’s Portal, Intranet and Extranet Strategies
Key Challenges• Firm Culture
• How does the firm compensate professionals for business generation?
• How does the firm measure/track client-related expenses?• How does the firm track business development efforts?
• Management Commitment• Has Senior Management communicated commitment to the
rest of the firm?• Processes
• Has the firm built processes that ensure professional participation and deliver value?
Interface
A real live Relationship Demonstration
Business Intelligence – OLAP’ing the Data
BI3.net
AccountingBased
Reporting
The World According to GAAP
Financial AccountingInformation
GeneralLedger
Copyright: Resource Management Systems, Inc.©2002. Use by permission only.
Operational Reporting
FinancialRecords
Compliance
POS
CRM
Manufacturing
The Client Business Operations
EconomicData
Credit/Risk
Copyright: Resource Management Systems, Inc.©2002. Use by permission only
The World According to Business Intelligence
Brand salesby zip code
by store
A/R aging by store
by zip code
Customer returns by product byplant by defect
Business Intelligence
FromBi3®
Business Intelligence
FromBi3®
Copyright: Resource Management Systems, Inc.©2002. Use by permission only
CRM CompliancePOS
FinancialRecords Manufacturing
EconomicData
Credit/Risk
DataTransformation
OperationalAnalysis
BI for Everyone
• “Traditional BI is too expensive!”
• Cost limits acceptance by medium and small
businesses and corporate business units.
• The ASP model overcomes the cost constraint
without sacrificing functionality.
• Bi3 is the premier BI ASP
Conventional BI Solutions
Global 2000 Market
$5+ Billion
Bi3.net
ASP HOSTED SOLUTION
SME Market
$25 + Billion
$25,000-250,0001-6 Months
$25,000-150,0001-3 Months
$25,000-100,0001-3 Months
$50,000-500,0001-3 Months
$75,000-300,000
$50,000-250,000
Legacy Interface“ETL”
Hardware PurchaseInstallation and Training
On-Going MaintenanceSupport Fees and Personnel
Software Purchase &Customization
TOTALS
Application Development
Study and Analysis
$275,000-1,550,000First Year
$50,000-250,000 /Year
Pre-Defined “On the Shelf”Custom - $5,000-25,000
N/A
Pre-Defined OutputFixed Fee - $5,000-25,000
$10,000-25,0001-4 Weeks
N/A1 Day Training $1500-2500
ASP Subscription Fees$3,000-25,000 / Year
$29,500-100,000First Year
$3,000-$25,000 / Year
Implementing Business IntelligenceConventional vs. Bi3.net
Bi3.net Demo
BI from Bi3 Summary
• BI from Bi3 saves considerable monies both in business
process analysis and report creation.
• BI from Bi3 over the web is an ideal consulting tool.
• BI from Bi3 does not require a large upfront
investment – the perfect antidote for the current
market malaise!
• BI from Bi3 is good for YOUR client’s business!
Questions and Answers
Contact Information
Jerry Grady – Follmer Rudzewicz Advisors, Inc.
Warren Richman – BI3.net
Bill Pintsak– Interface Software
Pintsak, [email protected]]
Thank You!