The Workplace Analytics team is excited to announce our feature updates for February 2020. (You can see past blog articles here). This month’s update covers our latest features:
Workplace Analytics has always used Office 365 (collaboration) data and organizational data to support analysis and generate insights. Now, you can upload CRM data as well. After you do, you can use this data for filtering and grouping in person queries, person-to-group queries, and group-to-group queries to expand your data-analysis options:
With CRM data available, you can also use the new Seller success plan.
These capabilities enable analysis such as the following:
Potential account value. You can correlate a sellers’ time spent with specific accounts with the value potential of each account. This can highlight any misalignments in prioritization at an account level and uncover high-value accounts that are not getting enough attention or low-value accounts that are demanding too much time from sellers.
Customer networks. Both the number of connections to customers as well as the connections per account are indicative of the depth of involvement with customer accounts. For many sales, it is the intimacy with each customer that drives success rather than overall hours with customers.
Time spent by sales roles. Complex internal processes can limit the ability to spend more time with customers. Examine the ratio of customer hours to internal-only hours to evaluate how internally focused or externally focused sellers are:
How up to date are CRM contacts? Because Workplace Analytics can identify customer contacts, you can find out which of those contacts are not in your CRM system. Comparing the two groups can show you any “CRM gaps” (non-CRM customers), and CRM opportunities (customers not contacted recently), as well as CRM “active collaborators”:
The extrapolation feature helps analysts match external collaborators with CRM accounts when they are building queries.
Part of defining a query is selecting attributes and filters. When CRM data is available, analysts can select a CRM group-by attribute or filters in person, person-to-group, or group-to-group queries. Then, they are asked how they would like to join external collaborators with accounts. You have two choices:
Workplace Analytics offers the seller success plan to help salespeople reflect on the ways they use their limited time. This, in turn, helps them make decisions that align their use of time with the company’s strategic priorities.
After a seller success plan starts, its participants receive a tailored email every month for the duration of the plan. They see insights that help them use their time to maximize productivity. This means spending more time and building networks with the right set of customers, and involving their manager and leadership in strategic customer meetings, as needed.
Workplace Analytics generates the insights for this plan by coupling collaboration data with CRM data. (Without CRM data uploaded, a seller success plan that you create would be ineffective.) For more information, see CRM data in Workplace Analytics.
The email that participants receive starts by summarizing how the salesperson spent their time in internal and external collaboration during the preceding month. The top section displays the split between external and internal collaboration for people in similar roles; this can help sellers compare their collaboration patterns with their peers. These numbers are calculated for all the participants in the plan.
This email can contain one or more of the following descriptive cards, which offer targeted suggestions to help participants work more effectively:
The Time with customers section shows how the salesperson spent their time with customers over the past month. This helps sellers decide whether they are spending time optimally with customers according to their respective potential.
The Depth of engagement card shows the number of distinct people in the account with whom the salesperson had one or more meaningful interactions in the last 28 days.
Spending time with and getting attention from your manager is important. The chart on the Manager interactions card shows the time the salesperson spent with their manager in meetings with customers.
Select Explore on the Explore more card to open the MyAnalytics Network page, which shows how many people that person actively connected with in the last month.
To create and start a seller success plan, an analyst or limited analyst does the following:
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