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Pyinna – 20 years CRM pedigree

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1 Pyinna – 20 years CRM pedigree
The origins of Pyinna extend back to late 80’s – these were the formative years of CRM; before CRM was called CRM. Early systems were very basic, some were pre-Windows and it wasn’t until the mid 90s before the various islands of sales, marketing and customer service were merged into the integrated CRM functionality and multi-user environment that we now take for granted. Pyinna were pioneers of e-CRM; CRM systems accessible via web browsers and available to any user with access rights Furthermore, Pyinna have pioneered automated customising of systems - automation so sophisticated it’s almost like building bespoke systems without programmers.

2 Opportunity Management Quote Management
CRM Contents Marketing management Contact Management Opportunity Management Quote Management Discounts/Payment terms management Call Reporting Account Planning Commission Management Management Reporting The requirements and priorities of different customers vary – Pyinna offer the widest possible array of functionality in the CRM systems they implement for their customers This presentation describes a CRM system for one of Pyinna’s largest customers. System deployment is to 1500 users distributed over the customer’s Europe and Middle-East Africa (EMEA) region.

3 CRM tool in typical customer environment
Web based tool Functionality developed to fully support business processes Business processes identical for entire enterprise Main focus on Account Manager as source for reliable customer and prospect data Used by Sales, Marketing, Customer Support and Finance organization Access and user rights depending on function of individual The objectives and priorities for the system for this customer were…

4 Know everything you need to know about your customers Information rich
Goal of CRM Customer “intimacy” Know everything you need to know about your customers Information rich Able to be pro-active instead of re-active 1 User interface gives access to all customer related information For newly appointed Account Managers Customer history easily available No need to go on fact finding mission The CRM goals were

5 Single source of all customer related information
CRM Strategy Single source of all customer related information Knowing your customer Sharing information with your colleagues You see what I see Teamwork extremely important for the success of company Growth Initiative Planning and possibility to report correctly and accurately is key for measuring the progress The CRM strategy embracing Marketing, Sales and Management Information

6 Contact Management – Company details + more
Fields can be defined and can be different from what is shown above Field Platform and Status contain values that are calculated in the EDW (European Data Warehouse) Field Classification will be simplified: Focus Account/Non Focus Account as in SAP Where possible, fields contain “Catalogue” values instead of free text typing to enhance data integrity and allow proper reporting

7 More Company info Segments and SIC segment are populated through EDW and cannot be edited by users. Source is Dun & Bradstreet. Fields Vertical, Growth Strategy, OEM Phase and Segmentation, Channel Grading, Tier Accounts are maintained by 1 central person of each group. Users cannot edit these values Every company in Pyinna has a unique Pyinna-ID Plan values come in through the Account Planning process Actuals come from business systems, POS via EDW into Pyinna and are updated on a weekly basis

8 Opportunity Management
Opportunities contain Sales Stages and Probability % Values are put in on (Strategic Business Unit) SBU level Order date is important element in Opportunity/Forecast reporting

9 Saved quote in Pyinna As opportunities advance to the quotation stage, all quotes are created and saved in the system - easily accessible to users as the sales progress

10 Quotation tool Quotation tool in Pyinna is linked to the CTC (Commercial Terms Change) program and contains automatically approved customer discounts. Those discounts can be either standard discount schedule or special project discounts, etc The quotation tool contains a revision control. The quotation tool generates a country specific quote document.

11 CTC Tool (commercial terms change tool)
Only tool in EMEA which is used to request and approve terms and conditions for customers. Those terms can be either discounts but also payment terms and delivery terms. The approval routing is different depending on what is being requested. When terms and conditions have been approved, these are transferred via EDW to the business system and can immediately be used on Order entry. This transfer happens every 2 hours. The CTC tool contains revision control

12 Call reporting All customer interactions need to be recorded in Pyinna. Different types are possible: Visits, telephone, etc with possibility to add more detail

13 Lead Generation our company & products. one of our products is ourselves. James Brown Brown EMEA has developed a Consolidated Lead Management program. This consists of: Lead generation via telemarketing. Companies + interview text are entered into Pyinna. Each company has a source code which allows tracking on sales follow up Campaigns, events, mailings: Company/people who have been invited to events/who attended events etc are marked up in Pyinna. They have a unique source code which allows follow up tracking.

14 Account Planning file: Sample Spreadsheet
Click to reveal the SBUs per customer Three columns to update with data, one column to review.. Enter ORDER Target here Review ‘Calculated Shipment’ based on the Order value and assumption per SBU – see next page Enter SHIPMENT Target here if ‘calculated shipment not correct For products this will be fixed (blocked) number based on Order Value. Projects/ systems need to be updated. Enter customer potential here Additional explanation at next page Spreadsheets are created out of Pyinna and made available to each ACM (Account Manager) in Pyinna. Once ACM has completed the excel sheet with all plan numbers on SBU level for his/her focus accounts, the file can be uploaded in Pyinna. In a second round, spreadsheets on branch/district/country level are created to check and correct inputs. These sheets are then uploaded in Pyinna. There is no limit to how many times a sheet can be uploaded. There is a revision control system in place.

15 Commission Mapping Once the Account Planning process is finished, changes need to be made in the commission mapping tool. There are 2 different commission mapping styles: - commission mapping for Account Managers - commission mapping for non Account Managers such as Industry Mgrs, FBL, Branch Managers, etc

16 ACM Mapping Tool Mapping customer accounts, and commission to ACMs

17 Non ACM Mapping Mapping customer accounts, and commission to non-ACMs

18 Reports – Excel format for
Opportunity Management (forecast) Call reporting Quote reporting AOP$ report KPI report All reports available via Cognos As well generating reports via Excel, Pyinna CRM is linked to Cognos to provide CRM input to other reports

19 Tool is fully compliant with Disciplined Sales Process
CRM to SAP Tool is fully compliant with Disciplined Sales Process Tool is compliant with processes defined in SAP CRM Quotation tool will be interfaced to SAP 1 user interface which contains all the customer related data Standard/consistent reporting throughout entire region Pyinna is linked to SAP thus a far richer CRM capability than is available in SAP

20 Disciplined Sales Process
Business Intelligence used at front end and back end of the sales process: Analytics Planning Implementation Metrics Sales Performance Performance to Plan Market Share Sales Pipeline Promotion Effectiveness Customer Analysis Customer Retention Customer Penetration Customer Acquisition Commercial Program Analysis Launches Initiatives Programs Product Management Migration Cross-selling Country Sales Plan Customer Retention Customer Penetration Customer Acquisition Sales Coverage Commercial Plans District Sales Plan Key Account Plans Global Accounts Territory Acct Plans Campaign Management Coordinated Launches Tradeshows CAOTM’s Programs Account Management Opportunity Mgmt & Collaboration Customer Centric Selling Segment Management OEM – SI - End User – Distributor Industry Sales Performance Performance to Plan Market Share Sales Pipeline Promotion Effectiveness Customer Retention Growth Acquisition Is planning and implementation effective? The rich base of analytical information available in Pyinna is used to plan Account, District and Country sales strategy and targets. This leads to Action plans in Accounts, Market Segments and the implementation of marketing and promotion campaigns. A rich set of accountability measures and metrics are used for short and medium term management and of course add to the analytics based for future planning Answers Targets Action Accountability

21 Sales & Marketing Intelligence
Commercial Plan to Action Negotiation to Quote Opportunity to Solution Configuration Interest to Lead Territory to District / Country / Channel Plan Account Strategy to Relationship Content Creation to Reuse Market Identification to Commercial Strategy Identify markets, with support from all stakeholders Create plan to reach new and existing markets Define Customer coverage strategy (e.g. direct, channel) Declare targets and commercial activities Manage Territories and APRs Agree and approve marketing plan Executed marketing campaigns Understand marketing effectiveness (feedback received) Capture and review customer requirements Configure the solution – product and / or service Present and demonstrate solution Evaluate competitive situation Review historical performance on contract Negotiate discounts, POV’s, T’s & C’s and deliveries (new or contract renewal) Present quotation to Customer Provide customer references or host customer visit Create solutions focused commercial collateral Product Data Syndication (IDW) Define account potential Establish Account Plan and pursuit team Account and Contact Mgmt Qualify Customer Interests and turn over to appropriate party Organize leads into stages Sales works the leads Rolling 1 Year Commercial Plan Price Increase plans Quotation with pricing, POV’s, T’s & C’s, and delivery commitments Pipeline Implementation of Campaigns, Trade Shows, PR, Programs, Advertising, Catalogs, Training, Opportunity documented Solution defined & demonstrated District, Country, Channel plan Account Plan Account Projection Accounts and Contacts Information for catalogs, quotations, brochures, web, manuals, etc. Support Channels with Product data Qualified Leads Product Mktg Sales Pricing Team Logistics (ATP) ETO Configurator Demand Planning ETO businesses Comm’l Mktg Finance Supply Chain Marketing Channels Engineering HR Comm’l Marketing Outcomes Interaction Points Activities = Monitoring / Mgmt processes The richness of sales and marketing information about accounts, their industry and market environment is built up in Pyinna and forms an essential base of intelligence for Account management, contact strategies and sales processes

22 Market to Quote Process
Pyinna CRM is central to the integration of product marketing, marketing campaigns, lead management and the sales process

23 New customer classification calculated and loaded into Pyinna (no user input required)

24 Pyinna info areas

25 Pricing Management Tool: CTC – Commercial Terms Change
The tool within Pyinna through which every change in Customer commercial terms needs to be entered and approved. 4 Authority Levels in the tool: Account Owner In Country Authority Regional Authority COE

26 Pricing Management The tool holds the authority values for each individual and controls the escalation process There is a direct link between the quotation tool in Pyinna and the CTC tool to speed up the process Whatever has been approved in CTC is put in on the Customer in our business system – Peoplesoft Customer orders are priced according to agreed conditions: discounts, payment terms, delivery terms

27 Negotiation possibilities:
Pricing Management Negotiation possibilities: Customer Discount Schedule Specific Project Discount Fixed Price Price Freeze Order Discount POV/Concession Rebate Payment Terms

28 Data Warehouse - Data Integration
CRM and Transactional data - Closely integrated. Pyinna CRM Industry Characteristics Account Characteristics Account Mapping/Targets Account Plan, Opportunities Customer Master EMEA Business Intelligence Portal Customer Intelligence D&B Security HR-IS Financials Plan Forecast Non-Regional Sources (Summary Level) Available In Process Coming Data warehouse 2-Way Products PeopleSoft Item Master other Sources Transactions Kempen, EJA Propack Data IFS S&D Germany Comet South Africa Routeco UK ControlTech Czech Rep. Other EMEA Distributors The European Data Warehouse is what allowed EMEA to have such a powerful CRM tool as it is the gateway to have data coming from different sources in 1 place. That data is then transferred to Pyinna. But EDW now also contains all data coming from Pyinna which allows to move the reporting from within Pyinna to EDW/Cognos (work in progress).

29 Costs involved Pyinna user-license Server from which to run the application Data transfer (including Pyinna assistance) Support from Pyinna IT support User training from Pyinna

30 Back up slides giving more details

31 Cognos Tools PowerPlay Impromptu
EMEA Sales Cube (pre-selected set of data that can be configured by the user) Cube Reports (Standard .pdf report linked to the Sales Cube) Cube Views (Stored bookmark of a cube configuration) Impromptu IWR – Impromptu Web Reports (can query for any data, but can’t be configured by the user) EMEA Sales Cube (Restaurant) EMEA Data Warehouse (Grocery Store) PowerPlay Cube Report (Menu) Impromptu Query (Shopper) Impromptu Report (cooked meal)

32 One Interface: EMEA BI Portal

33 Sales Reports in Cognos

34 ACM Report in Cognos – Report GP205

35 Account Performance

36 Sales Commission The Sales Commission Mapping Tool shows the official assignment of customers and commission SBUs to Account Managers. The Account Plan Values are assigned to the customer and stay at the customer level independent to the commission mapping The Order and Shipment values are assigned to the customer based on the “Customer Master” links independent to the commission mapping With the commission mapping the customer SBU’s values are assigned to the individual ACM The sum of the FY08 Plan amounts per assigned customers, plus the unidentified Z3 placeholder plan amount, will define each Account Manager's FY08 Target. Every change in the commission mapping during the FY will change the Account Manager's overall target, because the customer targets and sales values will move with the changed mapping

37 Commission Components overview

38 Sales Commission Rules
Account Managers strategy types are mapped to accounts according to the illustration in the next two slides. The main strategy is IA, so all other Account Managers will either have their own customers or will share targets with the IA Account Manager. (example: Comp ACM may have his/her own accounts or will share the Comp target with the IA ACM. The Comp ACM will not share customers or targets with SFW, MPS, DSY or HIPOW ACMs. This rule applies to all Strategy ACMs who are not IA) Account Managers are mapped to the SBUs as listed in the Commission SBU Model

39 FY08 ACM Commission SBU Model
CR=Credit Split, must be requested by ACM

40 Sales Force Effectiveness
KPI Dashboard Sales Force Effectiveness Management Summary

41 KPI dashboard: 3 pages metrics + 1 info tab
Page 1: Activity Page 2: Product Page 3: Pipeline Page ‘0’: Info tab

42 Page ‘zero’ – Info tab The Info tab informs the user on the date of the source data General rules: Actuals (monthly and YTD) are always full month values Opportunities are snapshots as per the moment taken from Pyinna Dates are mentioned in the info tab

43 PAGE 1: Activity D A B E C F See page 7 to 15
Weekly Visits Run Rate = sum of visits with status ‘done’ in current week and 12 past weeks, divided by 13. Target set by Country. Actual YTD = average of weekly run rate per each week from start of FY till date of report Quotations: Refers only to Quotes where ACM is Author of quote, quotes from others are out of scope Opportunity Creation: All Opportunities independently of their “status” (In Progress, On Hold, Won, Lost) EOY Funnel = Opportunities ‘Won’ and ‘In Progress’ expected in review month till end FY EOY Forecast = YTD Orders + (EOY Funnel Full $ Value x Won/Closed Full $ Value) D A B E C F

44 Page 2: Product Shipment & Orders: Shipments and Orders Actual and YTD based on customers as the individual is Commission Mapped to. Values are for full months. Pipeline: Opportunities based on ‘Project Owner’. Account Owner can be Project Owner for all his customers. Anyone assigned to the Sales Team of a specific customer can update opportunity. FY Forecast vs AOP = AOP - Actual year to date orders + Opportunity weighted 30/60/90/ROY Coverage % = $weighted opportunities as a % of Orders AOP Probability % = $ weighted opportunities as % of $total value opportunities Comments/ Actions: Area to add actions to manage/ close gap A B C D E F

45 Page 3: Pipeline Pipeline projection: series of graphs showing opportunity funnel by Z-type, and YTD actual as basis. Each graph has different threshold for probability %. Coverage%= (YTD actual Orders + weighted opportunities) / Order AOP]. Top 20 Accounts: Top 20 based on Orders FY06 and FY07. YTD Growth = YTD FY08/ YTD FY07. Annual Growth = Annualized YTD FY08/ FY07 Top 10 Opportunities: Based on Total value (not weighted) Active Funnel Level: YTD Won & YTD Created. Weighted & Total p period (do not add these values). Opps Goal $ = Order AOP total IA * 2 + Order AOP total projects * 3 (Opps Goal $ YTD Won = YTD Orders) A B ALL PROB% PROB% > 30% C PROB% > 50% D PROB% > 90%

46 Sales Force Effectiveness
KPI Dashboard Sales Force Effectiveness User Guide PAGE 1: ACTIVITY

47 PAGE 1: SFE Activity Value Chain KPI’s

48 KPI Name: Weekly Visit Run Rate
Definition: This is an indicator of the sales visit activity showing the “current speed” at which an ACM visits the customer base using a 13 week rolling average. Actual - Is the overall (fiscal) YTD weekly visit run rate for a given Account Manager. Target – The target value will be defined by ACM at a local level. Graph - Shows the trend of the weekly visit run rate values for a specific ACM since the beginning of the year vs. a target (in this case is the YTD average of the ACM group). Calculation: The weekly run rate is the sum of all the visits done in a 13 week window (12 past weeks + current week visits), divided by 13 on a rolling period basis. The YTD actual is the sum of all the individual weekly run rates divided by the number of weeks YTD.  13 week period represents a quarter of activities and is used to smother out the seasonality peaks.  Only the visits with a status “Done” are taken into account (visits with status “Scheduled” or “Missed” are excluded – refer to Pyinna example snapshot). To allocate a visit to an Account Manager, we use the name that appears in the field “Action for” (the Account Owner name is not used). Data Source: All data is subtracted from Pyinna 1 2 3 Pyinna Visit Page Snapshot Example

49 KPI Name: YTD Visit Volume
Definition: This is an indicator of the total sales visit activity volume since fiscal year start showing the “distance” covered to date by an ACM, segmented by Z customer type visited. Actual YTD - Is the total number of visits done to date for a given Account Manager since the beginning of the fiscal year. Target YTD – The year to date target value will be defined by ACM at a local level. Graph - Shows the weekly trend of cumulated visits for a specific ACM since the beginning of the fiscal year vs. his ACM group average performance. Z Type - Shows the % segmentation of the total visit volume by customer type visited. Actual is the measured ACM performance. The year to date target value will be defined by ACM at a local level. Calculation: On a weekly basis, we sum of all visits with status “DONE” since the beginning of the fiscal year per ACM.  Only the visits with a status “Done” are taken into account (visits with status “Scheduled” or “Missed” are excluded – refer to Pyinna example snapshot previous page). To allocate a visit to an Account Manager, we use the name that appears in the field “Action for” (the Account Owner name is not used).  Z customer type segmentation is done based on the information provided in Pyinna Data Source: All data is subtracted from Pyinna 1 2 3 4

50 KPI Name: New Opportunity Creation
Definition: As a result of the sales visit activity, the goal is to shows the capacity to identify & generate new opportunities and build a short/medium/long term funnel within the customer base (Z segmentation). No Opp./Full $ Value - Is the total number & full $ value of the opportunities created into Pyinna by the measured ACM since fiscal year start to date. Targets –The target value for new opportunities per ACM is depending on the number of full year target of number of visits for that ACM. These targets are set at local level. Graph-Shows the weekly cumulated trend of new opportunities created in the system since fiscal year start – The columns show the cumulated number of opportunities YTD. The line shows the cumulated full $ value of the opportunities created YTD. Z Type is the % segmentation by customer type of the total number of opportunities and full $ value YTD created by the measured Account manager. Calculation: On a weekly basis, sum taken of the number & full $ value of all the new opportunities created since the beginning of the fiscal year per ACM. Pyinna “creation date” is used to identify the new opportunities. All Opportunities independently of their “status” are counted for (In-progress On-Hold, Won, Lost) and the “full $ value” is used for funnel volume assessment. To allocate an opportunity to an Account Manager, we use the name that appears in the field “Project Owner” Z customer type segmentation is done based on the information in Pyinna Data Source: All data is subtracted from Pyinna 1 2 3 4

51 KPI Name: Won/Closed Ratio
Definition: This is an indicator on the sales force historical capacity to close & win identified opportunities from the existing funnel. Closed - Is the total number & full $ value of the opportunities having an order date within the past 12 months that are currently closed into Pyinna (status: won or lost) by the measured ACM. Won - Is the total number & full $ value of the opportunities having an order date within the past 12 months that are currently won into Pyinna (status: won) by the measured ACM. Won/Closed - Shows the won to closed ratio in terms of number of opportunities & full $ value for the measured ACM. Target – The target value will be defined by ACM at a local level. Calculation: The total number & full $ value of opportunities Won divided by the total number & full $ value of opportunities Closed (Won + Lost). We look at all opportunity lines in Pyinna with an “Order date” as old as 12 months backwards as from today. Only the opportunities having a “Status: Won, Lost” are counted per ACM. To allocate a “Closed” opportunity to an Account Manager, we use the name that appears in the field “Project Owner” (the Account Owner name is not used). Data Source: An automated Pyinna extract is generated on a weekly basis that include all opportunities entered into the system by the Account Managers. The report includes opportunities having an “Order date” as old as 12 months as from the day of extraction – All data modification/updates are taken in account. 1 2 3 4

52 KPI Name: Opportunity Funnel Value+Age
Definition: The goal is to look at the opportunity funnel in progress, estimate future potential revenue per ACM & identify the risk to not reach AOP. Funnel Types: EOY Funnel – End of year funnel is looking at all open opportunities having an order date expiring within the current fiscal year, so includes expired. Status: “In Progress” or - if expected order date after or at first day of the review month than also the “Won” are included. Expired – All open opportunities (status: In Progress) part of the EOY funnel having an order date in the past as from today – Update from ACM is needed. Up to 12 Month - All open opportunities having an order date expiring within the 12 coming months as from today (rolling period – the 12 month funnel contains the EOY funnel values). Status: “In Progress” or - if expected order date after or at first day of the review month than also the “Won” are included. No. Opp. - Is the total number of the opportunities currently open (status: In Progress or On Hold) entered by the measured ACM. Full $ Value – The full $ value of the opportunities currently open (status: In Progress or On Hold) entered by the measured ACM. Weighted $ Value - The full $ value of the opportunities currently open (status: In Progress or On Hold) multiplied by the probability % entered by the measured ACM. Funnel Age Definition: Statistical view of the EOY Opportunity funnel age distribution from “Creation date” to current date per ACM (in days). The goal is to look at the “health” of the funnel & identify opportunities at risk. 7.P25 - Represents the age of the 25th percentile of the opportunity population in EOY funnel. 8.Median – Represents the age of the 50th percentile of the opportunity population in EOY funnel. 9.P75 – Represents the age of 75th percentile of the opportunity population in the EOY funnel. 4 5 6 7 8 9 1 2 3 Funnel Value Types: Calculation: Funnel age = Today minus Opportunity Creation Date Aging percentiles are determined by sorting all Funnel Ages from low to high, and take respectively the 25th, 50th , 75th percentile (data point) To allocate an “Open” opportunity to an Account Manager, we use the name that appears in the field “Project Owner” (the Account Owner name is not used). Data Source: All data is subtracted from Pyinna EOY Funnel Age data: -

53 KPI Name: Opportunity Funnel Forecast
Definition: The purpose is allow a quick ACM assessment & identify the risk of reaching the individual & mixed target (where applicable) when comparing YTD orders + EOY funnel forecast vs. AOP. Performance Views: Mapped Account – Included are all accounts that the ACM is commission mapped to. Owned Account – Included are all accounts for which the ACM is the Project Owner (often the Account Owner is the Project Owner. The Account Owner can be the Project Owner for all his customers. Updating of the opportunity can be done by anyone assigned to the Sales Team of a specific customer) Total ACM/ Segment – For individual dashboards this is same as the ACM. For groups of people (Segment) the YTD Orders - Total year to date order value in US$ as it appears in Pyinna (full month value). Order Target FY – Order AOP for Fiscal Year in US$ per ACM as it appears in Pyinna EOY Forecast - Calculated value using YTD Orders and EOY Funnel times Won/Closed ratio to estimate potential orders by end of the current fiscal year. V to AOP – Shows the full year Under/Overrun of YTD orders + EOY Forecast vs. AOP. V% – Shows the full year Under/Overrun value as % of AOP. Calculation: EOY Forecast (6) is a calculated estimate: A + (B x C) YTD Orders + (EOY Funnel Full $ Value x Won/Closed Full $ Value) The V to AOP (7) calculation is: (6)-(5)= Order Target FY - EOY Forecast Data Source: All data is subtracted from Pyinna C B Forecast Data Values: 4 5 6 7 8 1 2 3 A

54 KPI Name: ACM Quote Activity
Definition: This indicator shows the activity spend by the direct sales force to generate customer quotes. The goal is to minimize the activity of an ACM in this task. YTD Actual - Represents the total number, $ value and average quote value created by a given Account Manager since the beginning of the fiscal year. Targets – The target value will be defined by ACM at a local level. Graph - Shows the YTD quote volume and price segmentation done by the measured ACM. Z Type - Shows the % segmentation of the number of quotes and $ quoted values done by the measured ACM YTD per Z customer type. Calculation: Sum of the number and $ value of quotes done by ACM since fiscal year start. To allocate a quote to an Account Manager, we use the name that appears in the field “Author” (the Account Owner name is not used)  Z customer type segmentation is done based on the information provided in Pyinna Data Source: All data is subtracted from Pyinna 3 4 1 2

55 Sales Force Effectiveness
KPI Dashboard Sales Force Effectiveness User Guide PAGE 2: PRODUCT

56 Page 2 – Product Data Source: For complete page: all data is subtracted from Pyinna

57 Page 2 - Scope Definition: Scope
Pull down menu contains Account Manager detail, and also summaries for Branch/ Country/ Region/ EMEA Scope of individuals to include are people with direct sales activities. NOTE: You can hide/ unhide SBU detail below the grouped product views via a click on the higher level view (S)BU 1 2

58 Page 2 - Shipments YTD 1 2 Definition: This indicator shows the actual year to date SHIPMENTS versus the year to date SHIPMENT target. Actual YTD is the field [Ships YTD 08] from AOP$ report "Individual ACM performance" for the CMT 1 ACM and from the report "CMT2 ACM performance" for the other ACM. Values are for full months. Ship Target YTD is the field [Ship Target FY08] from AOP$ report "Individual ACM performance" for the CMT 1 ACM and from the report "CMT2 ACM performance "for the other ACM. This value is divided by 12 and multiplied by the number of months under review. 1 2

59 Page 2- Orders 1 2 Definition: This indicator shows the actual year to date ORDERS versus the full year ORDER target. Actual YTD is the field [Order YTD 08] from AOP$ report "Individual ACM performance" for the CMT 1 ACM and from the report "CMT2 ACM performance" for the other ACM. Values are for full months. AOP full year is the field [Order Target FY08] from AOP$ report "Individual ACM performance" for the CMT 1 ACM and from the report "CMT2 ACM performance” for the other ACM. 1 2

60 Page 2 – Pipeline - opportunities total value
1 2 Definition: Funnel (opportunities total value) Opportunities for each of the ACM (region, country) under review when he is project owner Opportunities full value = Full $ value of opportunities (so no probability % taken into account) Opportunities have status [in progress or Won] 30 days = expected order date in current month under review, 60 and 90 days are next two months, Rest = rest of FY 1 2 2 2

61 Page 2- Pipeline- opportunities weighted value
1 2 Definition: Funnel (opportunities weighted value) Opportunities for each of the ACM (region, country) under review when he is Project Owner Opportunities weighted value = Sum of each opportunity which is multiplied by the probability% Probability % as indicated by the account manager in Pyinna Opportunities have status [in progress or Won] 30 days = expected order date in current month under review, 60 and 90 days are next two months, Rest = rest of FY 1 2 2 2 2

62 Page 2 – Pipeline - Full year forecast
B D Definition: This indicator shows the delta of [full year order forecast] versus [full year order target], based on weighted values Calculation: [Full year forecast ] = Actual year to date orders A + Opportunity weighted B Full year order target = C Delta full year forecast versus order target = A + B – C = D

63 Page 2 - Coverage % Definition: Coverage %, Probability %
1 2 Definition: Coverage %, Probability % Coverage:Shows if the weighted opportunities are sufficient to reach the monthly order target. The % shown is the % that the weighted opportunities covers of the monthly order target. For example 72% Coverage means that the monthly weighted opportunities covers 72% of the monthly order target. Coverage % = Opportunities weighted in a specific month divided by the order target for the same month Probability% = Opportunities weighted in a specific month divided by the full value of opportunities for the same month 1 1 2

64 Sales Force Effectiveness
KPI Dashboard Sales Force Effectiveness User Guide PAGE 3: PIPELINE

65 Page 3 - Pipeline management
1 Definition: Scope Pull down menu contains Account Manager detail, and also summaries for Branch/ Country/ Region/ EMEA. Scope of individuals to include are people with direct sales activities Data Source: For complete page all data is subtracted from Pyinna 1

66 Page 3 - Fiscal year pipeline projection
1 2 2 2 3 4 Definition: Fiscal Year Pipeline Projection in ‘000 USD - Shows full year forecast cumulative per fiscal month - (all prob%) YTD Actual Orders, repeated for future months. Full month values. Z1/Z2/Z3 Opportunities weighted based on probability % per opportunity as logged in Pyinna by the Project Owner, with status [Won or In Progress] Ship AOP line is individual account manager Order target phased (or the aggregate of that depending on the territory level). Coverage % is calculated as [(YTD actual Orders plus weighted opportunities) / divided by Order AOP]. 1 2 3 4

67 Page 3 – Fiscal year pipeline projection
This indicator shows the full year forecast cumulative per fiscal month- - including opportunities with probability >30%. This indicator shows the full year forecast cumulative per fiscal month- - including opportunities with probability >50%. This indicator shows the full year forecast cumulative per fiscal month- - including opportunities with probability >90%.

68 Page 3 - Active Funnel Level
1 3 2 2 3 4 Definition: Active Funnel Level Opportunities with status [Won or In Progress], except for YTD created for which all statuses are included (also: Lost+On Hold) Weighted (based on probability % entered by Project Owner) and full $ value of the opportunities. The bars overlap (do not add) Goal $ (horizontal grey bars): Goal YTD Won equals YTD Orders. All other goals are based on [(Order AOP total IA * 2) + (Order AOP total projects * 3)] for the applicable period. Quarters target also based on this rule with full year/ 4. Number of Opportunities counted at opportunity level (not eg customer level). 1 2 3 4

69 Page 3 - Top 20 accounts 1 2 3 4 5 Definition: Top 20 largest accounts based on a two-year average of Orders value. 2 Year Sales Average is Orders value of [(FY06+FY07)/ 2] FY07, FY07 YTD, FY08 YTD are all Order values for full months % Growth YTD based on Order value of [(FY08 YTD / FY07 YTD) -1], and color coded based on performance % Annualized Growth based on [(linear extrapolation of FY08 YTD / FY07)-1], and color coded based on performance “Other” is sum of the rest of the account manager’s accounts 1 2 3 4 5

70 Page 3 - Top 10 opportunities
2 3 4 Definition: Top 10 opportunities (based on the full value) in Pyinna Total amount is of the specific opportunity (not weighted) Prob% is the probability % provided by the Project Owner in Pyinna. Opportunities with 0% probability are excluded. Order Date is the expected order date as entered in Pyinna by the sales person. Days in Cycle (to be added) will be the difference between the creation date of the opportunity in Pyinna and the reporting date 1 2 3 4


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