1. 3rd Nordic Marketing Conference 13 - 15 June 2005 Helsinki
Statistics Finland
3rd Nordic Marketing Conference June 2005 Helsinki

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

3. 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
21 chargeable
e-services
Hannele Orjala

4. 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

5. 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

6. 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

7. Hannele Orjala

8. 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

9. 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