3rd Nordic Marketing Conference 13 - 15 June 2005 Helsinki Statistics Finland 3rd Nordic Marketing Conference 13 - 15 June 2005 Helsinki

Presentation Key figures of statistical services Development in recent years Development of web services Customer Relationship Management Hannele Orjala 1.1.2019

Services subject to charge Sales by product group in 2004 546 39 194 1,558 1,192 3,235 1,604 500 1,000 1,500 2,000 2,500 3,000 3,500 4,000 Special compilations Publications Interview surveys Electronic products and services Register services Diskette products Other income EUR 1,000 Total annual revenues EUR 8.3 million 105 person-years 100% cost coverage, in 2003-2005 21 chargeable e-services Hannele Orjala 1.1.2019

Statistics Finland’s operating strategy Statistics Finland updated its operating strategy in November 2003 Focus on Value for data users we develop our customer relationships and customer knowledge with the aim of becoming a consistently serving agency we sell statistical services to raise the utilisation rate of databases to provide added value for customers Consistent network services we use information networks increasingly in our communication with customers Hannele Orjala 1.1.2019

Achieved in recent years Customer Relationship Management - co-operation with segments and key customers Customer database Business Intelligence system New chargeable web services (income from EUR 0 to 1.2 mil.) New contents: e.g. monthly business indicators Web School Research Laboratory, Survey Laboratory Production model - PX Web Quality award application Owners of the processes (product development, customer process) Hannele Orjala 1.1.2019

Statistical information on the Internet www.stat.fi Statistics 25 statistical topics Nearly 700 statistical releases per year Information about statistics Descriptions and background information about statistics Products and services Online services Software products Research services Register services Archive services Data supplier services Publications Magazines Training services Library of Statistics Links Hannele Orjala 1.1.2019

Hannele Orjala 1.1.2019

Customer capital in CRM database 14,400 principal customers, 22,100 establishment customers, around 29,000 contact persons 1,350 new establishment customers annually 9,590 establishment customers annually Strategic and key customers Hannele Orjala 1.1.2019

Customer relationship management at Statistics Finland Key Account Manager/ Key account team Customer segment manager/team Board of customer relations Process owner - Director, marketing Links Development of customer relations Managing of customer relations Follow-up /indicators Development of segment programmes Follow-up /indicators Identification and selection of customers Customer processes Follow-up /indicators Practices and follow-up Strategy Management Service strategy Communications strategy Customer feedback Distribution strategy Hannele Orjala 1.1.2019