Customer purchasing patterns included? [2]

MyCustomer.com
9

Awic - thanks for all the finger skin you wasted on the keyboard - I got a laugh from your response - well the first 17,000 sentences of it anyway ... oh by the way, resistance is not always futile - ever read "The diary of Ann Frank"? (Although she may have belonged to species 5472)
CRM manager - thanks for your input ("defence")

Believe it or not folks - my original question is true and valid and remains unanswered. My www research on CRM's has come up with lots of sales blurb and such products as "Outlook" and "Goldmine". Neither of these products appears to provide serious tools for serious interrogation of customer purchasing patterns ... (do any even exist in Outlook?)
So ... back to my original question ... perhaps some examples of the type of queries I need satisfied would help:
- Which products or product groups make up
the top 30% of my sales to customers
having a certain classification and/or who
reside in a certain territory?
- Which customers who are in my top 30% of
gross income earners also purchase a
nominated $ amount of nominated products or
product groups?
- In decending order of number of queries,
which territories enquired about particular
products or product groups and the enquiry
resulted in a sale over a nominated amount?

So ... which CRM's provide a structure, database and tools where queries such as these can be easily satisfied?

In anticipation, I thank all serious contributors.

Regards,
Mark

Mark Streten

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21st Feb 2002 10:04

A CRM package (such as the ones mentioned in the first reply) collects the data. Some CRM packages will come some form of analytics.
However, if the data you require for a full and extensive and flexible analytical appraisal is not all captured in your CRM paclage (e.g. orders are in your CRM, but the fact that returns of oredr are held somewhere else etc. is not) then you may not get the clearest picture of what is required.

So although you have clearly identified in your mail the stats you wish to receive/analyse these may change or extend over time and quite often the best thing to do is to purchase a tool that has been specifically designed to provide the stats you want.

I work for a CRM consultancy and we partner with both Siebel and a company called Alterian. Alterian is well worth a look see, for your current analytical requirements and future, integration with your CRM (whether Siebel or some other tool) and any other business systems, pooling your data and making best use of it.

If you want to find out more look at
www.XtraServe.com or www.alterian.com

I know this does not answer your question in a nutshell, but your busines data may exist in many locations and the clearest view can only be achieved by considering all options.

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avatar
21st Feb 2002 10:04

A CRM package (such as the ones mentioned in the first reply) collects the data. Some CRM packages will come some form of analytics.
However, if the data you require for a full and extensive and flexible analytical appraisal is not all captured in your CRM paclage (e.g. orders are in your CRM, but the fact that returns of oredr are held somewhere else etc. is not) then you may not get the clearest picture of what is required.

So although you have clearly identified in your mail the stats you wish to receive/analyse these may change or extend over time and quite often the best thing to do is to purchase a tool that has been specifically designed to provide the stats you want.

I work for a CRM consultancy and we partner with both Siebel and a company called Alterian. Alterian is well worth a look see, for your current analytical requirements and future, integration with your CRM (whether Siebel or some other tool) and any other business systems, pooling your data and making best use of it.

If you want to find out more look at
www.XtraServe.com or www.alterian.com

I know this does not answer your question in a nutshell, but your busines data may exist in many locations and the clearest view can only be achieved by considering all options.

Thanks (0)
avatar
20th Feb 2002 11:42

Continued...

If a CRM System is not correctly customised in the first instance (ie. Needs were not correctly identified and the developers were not aware that you require this 'report' on a regular basis) then at the very least - the 'query' function of ALL CRM systems will allow you to view the data in the manner which you have specified. There is however, a 'pre-requisite'....

A CRM System can only produce and display the relationships between data-sets 'WHERE THE INDIVIDUAL DATA SPECIFICS HAVE BEEN PREVIOUSLY INPUT TO THE DATA BASE'.

This, in fact, forms the basis for a sensible set-up of a CRM Application.

Question Set 1: What data will I require from this system in the future? How do I want the data presented (on screen and on paper)?

Question Set 2: What Inputs (screens fields etc.) are required in order for this information to become available? What customizations (if any) must I make to an application to allow for these inputs?

(In theory - the lower the number of customizations - the more suitable the application is 'out of the box').

Question Set 3: How does this potentially new data-entry requirement affect current business processes? Current Working Practices? Current Job Roles etc.

Please Note: I am not suggesting that these questions are to be asked when implementing CRM (the process of business change). These are the questions that must be asked when implementing a CRM Software Application.

Examples of the systems that will definately do the job (in alphabetical order and therefore NOT in order of preference) include;

Clarify
E-Piphany
Microsoft GreatPlains
Oracle
Peoplesoft (Vantive)
Pivotal
Quintus (Avaya)
SAP (eg: MySAP)
Siebel Systems
Talisma

(This list is by no means exhaustive)

Thanks again Mark - If only for generating some 'interesting' text fights amongst the grown ups! I hope this goes some way toward answering your question?

Regards,

Shane Thomas
[email protected]
http://www.networkings-uk.com

Thanks (0)
avatar
20th Feb 2002 11:40

Mark,

I notice that you have now started a second thread (presumably to 'dis-associate yourself' from the text-fight in your previous posting). However, I have just responded to your previous post.

I am not sure of the timing involved - so, have you read it? Does this answer the question? Have you produced this second post after reading the response and consider that your question is not yet answered - or, should I 'repost' the response under this thread?

Regards,
Shane Thomas

Thanks (0)
avatar
24th Feb 2002 03:58

True integration between web-based financial and operational modules to a web-based (java-delphi) CRM application. This exists today and without PeopleSoft prices. ACCPAC eCRM has out of box integration to AP, AR, IC and OE (your customers buying patterns). Campaign managment and list management can be driven by products purchased in the past, products quoted on and not purchased (as an example), report queries fields in the system allow you to search support incidents to customer communications for products queried. Garbage in garbage out still applies employees must enter information properly for it to be reliable. This product relationship is between ACCPAC International and eWare Ltd.

Thanks (0)
avatar
24th Feb 2002 03:58

True integration between web-based financial and operational modules to a web-based (java-delphi) CRM application. This exists today and without PeopleSoft prices. ACCPAC eCRM has out of box integration to AP, AR, IC and OE (your customers buying patterns). Campaign managment and list management can be driven by products purchased in the past, products quoted on and not purchased (as an example), report queries fields in the system allow you to search support incidents to customer communications for products queried. Garbage in garbage out still applies employees must enter information properly for it to be reliable. This product relationship is between ACCPAC International and eWare Ltd.

Thanks (0)
avatar
20th Feb 2002 11:42

Continued...

If a CRM System is not correctly customised in the first instance (ie. Needs were not correctly identified and the developers were not aware that you require this 'report' on a regular basis) then at the very least - the 'query' function of ALL CRM systems will allow you to view the data in the manner which you have specified. There is however, a 'pre-requisite'....

A CRM System can only produce and display the relationships between data-sets 'WHERE THE INDIVIDUAL DATA SPECIFICS HAVE BEEN PREVIOUSLY INPUT TO THE DATA BASE'.

This, in fact, forms the basis for a sensible set-up of a CRM Application.

Question Set 1: What data will I require from this system in the future? How do I want the data presented (on screen and on paper)?

Question Set 2: What Inputs (screens fields etc.) are required in order for this information to become available? What customizations (if any) must I make to an application to allow for these inputs?

(In theory - the lower the number of customizations - the more suitable the application is 'out of the box').

Question Set 3: How does this potentially new data-entry requirement affect current business processes? Current Working Practices? Current Job Roles etc.

Please Note: I am not suggesting that these questions are to be asked when implementing CRM (the process of business change). These are the questions that must be asked when implementing a CRM Software Application.

Examples of the systems that will definately do the job (in alphabetical order and therefore NOT in order of preference) include;

Clarify
E-Piphany
Microsoft GreatPlains
Oracle
Peoplesoft (Vantive)
Pivotal
Quintus (Avaya)
SAP (eg: MySAP)
Siebel Systems
Talisma

(This list is by no means exhaustive)

Thanks again Mark - If only for generating some 'interesting' text fights amongst the grown ups! I hope this goes some way toward answering your question?

Regards,

Shane Thomas
[email protected]
http://www.networkings-uk.com

Thanks (0)
avatar
20th Feb 2002 11:43

Hi Mark,
Good Grief! 5 responses and not a single answer! I am impressed. In 'defense' of those who have taken the time to read this post (and not respond), it would appear that there is a missing magic word from the original question.

ie. Which CRM 'APPLICATIONS' include customer purchasing patterns in their management of customer relations?

Thanks for your second posting Mark. It gives a far clearer understanding of what you are looking for and allows for an answer (finally!).

Virtually all CRM Applications in the market place allow you to monitor customer purchasing patterns. Consider that these applications 'sit over the top' of relational databases (such as Oracle). Realistically, all a CRM Application does is act as a template that allows you to input data and subsequently 'view' the relationships between individual, multiple or complex data-sets (held on the database).

Therefore, if the set up of the database is sound and one succumbs to the realisation that 'data and content is king' (not the application itself), you will (through virtually any CRM Application) be able to specify and therefore identify the relationships between each data set (in this case: a-customer b-customer_location c-product_ID d-purchase_date e-product_ID_Number_purchased etc) and request that the relationship be presented to you by your CRM application in any manner that you see fit.

Continued In Next Posting...

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avatar
20th Feb 2002 11:40

Mark,

I notice that you have now started a second thread (presumably to 'dis-associate yourself' from the text-fight in your previous posting). However, I have just responded to your previous post.

I am not sure of the timing involved - so, have you read it? Does this answer the question? Have you produced this second post after reading the response and consider that your question is not yet answered - or, should I 'repost' the response under this thread?

Regards,
Shane Thomas

Thanks (0)