"Maximize Returns on Your CRM Investments"

Customer Relationship Management means better understanding the needs of your customers so you can attract new customers and retain your existing ones. An effective CRM strategy is an important competitive advantage when dealing with today's internet-savvy customers.

Why Business Intelligence for CRM?
= Because selling to an existing customer is one-fifth as expensive as selling to a new one.
= Because a five percent improvement in customer retention can increase profitability by 85 percent.
= Because unhappy Internet-enabled customers can share their dissatisfaction with the world.

Four Steps to Better Customer Relationship

EXTRACT	ANALYZE	PLAN	ACT
Extract data from every customer touchpoint and business channel.	Analyze the data to understand customer needs and behaviors.	Plan effective, customer-driven strategies based on your analysis.	Act on your strategies to build successful customer relationships.

B2B Solution, Inc. addresses every stage of the CRM process. From extraction to action, B2B Solution, Inc. business intelligence (BI) lets you develop and execute CRM strategies based on a complete understanding of your customers' current and future needs.



Step 1:

EXTRACT

Extract data from every customer touchpoint and business channel.

Data Everywhere
The volume of customer data available to today's decision-makers is staggering.

= Click Stream data = Call Center data = Enterprise resource planning (ERP) systems = Operational CRM systems

= Sales force automation (SFA) applications = e-Commerce applications = Purchased data = Third-Party Information Providers

The challenge? Consolidate data from all sources. Convert it to information that drives strategy. And take action for better customer relationships.

B2B Solution, Inc. BI: Lots of Data, One Customer View

B2B Solution, Inc. extracts data from all your customer touch points to deliver a unified 360-degree view of your customers:
= Data is consolidated in one place, in multidimensional function-specific data marts
= Data is presented in a common context based on consistent, enterprise-wide metadata and business rules

The Result for Decision-Makers?

Data that is:
= Optimized for analysis
= Accessible in a way that suits how business users think
= An accurate and consistent foundation for enterprise-wide information sharing



Step 2:

ANALYZE

Analyze the data to understand customer needs and behaviors.

Data Into Information
When you turn data into meaningful information, decision-makers have what they need to answer business-critical questions with certainty.

= Who are my best customers? = How do they purchase? = Where are they coming from?

= How are they using our Web site? = How well do my marketing programs target them?

B2B Solution, Inc. BI: Unequalled Analysis

B2B Solution, Inc. provides unequalled analysis capabilities.

= The B2B Solution, Inc. portal user interface gives everyone a single, Web-based point of access to all CRM information
= Visualization and scorecarding deliver information visually, so you can focus on the customer information that really matters
= Advanced analysis, with its easy-to-use OLAP interface lets you quickly see the factors driving customer relationships
= Ad hoc query lets users access key information on the Web so they can make business decisions in real time
= Reporting delivers in-depth information about your customers to users' desktops via a Web browser
= Data mining uncovers the key metrics needed to understand CRM issues

The Result for Decision-Makers?
= Information you can act on. About your most valuable customer relationships-and about unproductive relationships.
= Complete views of performance indicators that quickly highlight areas of concern or interest.
= A better understanding of customer purchase patterns and behaviors.
= The ability to identify new high-value customers.
= Clear performance measurement of sales and marketing campaigns-by product, geography, and other key dimensions.
= The ability to report and share these results via a BI Web portal.

Step 4:

PLAN

Plan effective, customer-driven strategies based on your analysis.

Planning for CRM Success
With well-analyzed customer information you can answer the key questions driving effective CRM strategies.

= Which customers should I target for promotions? = When should I initiate contact with new or existing customers? = How can I modify the behavior of key customers?

= Which products should I bundle or re-price to suit customer preferences? = How should I allocate my marketing budget for optimal results?

B2B Solution, Inc. BI: Strategize for Results

Use the proven best practices and the experiences of thousands of B2B Solution, Inc. customers to turn your organization's information into strategies that get fast results.
= Fully understand customer behavior, to focus marketing initiatives
= Plan sales investments to directly impact customer acquisition and retention
= Design your Web site for maximum effectiveness and customer satisfaction
= Streamline your supply chain to lower costs and deliver on time

The Result for Decision-Makers?
= Effective strategies you can put to work fast
= Allocate resources to achieve the greatest return on investment

Step 4:

ACT

Act on your strategies to build successful customer relationships.

Share information with your customers through a BI-powered portal
= Provide instant access to reports on account balances or the status of orders
= Deliver up-to-the-minute information about discount thresholds, shipping, or other aspects of your business
= Let customers see their purchasing history
= Offer purchase recommendations tailored to specific customer needs

Tune your web site based on analysis of your click stream data
= See what works on your site and what doesn't, and react appropriately
= Discover what areas or services are the most popular, and develop them
= Identify peak traffic times, and match resources to them
= Spot and respond to patterns, anomalies and trends in how customers use your site

Target Your Marketing Resources
= Analyze market trends, then adjust products or services to match them
= Measure market campaign effectiveness, then realign your strategies
= Gain critical insight into the relationships between key customer segments and marketing program success, then target your campaigns effectively.