Net Promoter Score Dashboards

Do you measure Net Promoter Score? Are you planning to measure customer loyalty soon?

Sending out a survey is a great start, but having effective tools and processes in place to drive loyalty is equally important.

Scores are calculated as data flows in

Dashboards help you get the most out of your efforts because they calculate net promoter score on an ongoing basis – and make customer feedback immediately visible for the organization.

As data flows in, it’s available for leaders, managers and customer-facing teams.

Dashboards replace manual scoring and data analysis, and they helps organizations build a customer-centric culture.

If NPS is one of several customer satisfaction metrics, it’s possible to group metrics on dashboards and analyze relationships between data.

Customer-facing teams receive instant survey feedback and can follow up in a organized and timely-manner.

Senior leaders and other stakeholders stay close to customers and can faster adapt strategies to increase growth or reduce churn.

Example dashboard

Let’s assume you want to share Net Promoter Scores and build internal engagement around your NPS program. How could this look?

In the report above, the key customer feedback is presented in a clear and concise manner.

There are several levels of detail and various types of graphs. Each component in a dashboard should be tailored to the needs of a specific person and role.

This dashboard includes a series of filters, which enable users to compare and analyze data for different groups or segments. By uncovering patterns in the data, organizations can better understand what customers want and adapt their strategies to fit.

Some organizations stream NPS scores and highight positive customer sentiment on office TV screens. Keeping customer needs top of mind amongst employees, may, in some cases, be just as important as increasing score by one or two percent.

If you connect NPS data to CRM data, there is usually more options for easier workflow and automation. You can use CRM data to answer questions like: ‘Which customer type is most likely to recommend our product?’ or ‘What sales channel gets the highest score?’ If you ask more questions, you can add these and dig deeper into what customers do or do not like.

Are you ready to get started?

The first step is to connect your survey data to Business Analyze. Data may be gathered by email or forms through CRM systems like SuperOffice or other customer feedback tools.

Our experienced consultants will be happy to discuss your requirements and show you examples. Contact us or send an email to sales@businessanalyze.com

NPS®, Net Promoter® is registered trademarks Bain & Company and Fred Reichheld

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    3 Steps to Data-driven Sales Coaching

    Christoffer Bergstrøm, Sales Director at House of Control, discusses the impact of data-driven sales coaching.

    More than 100 people recently registered for our webinar ‘How to sell more with data-driven sales coaching.’ Since this topic was so popular, we’ve summarized the takeways into 3 steps. Each step includes sales KPI’s you can use to measure effectiveness in the sales process and identify areas of improvement.

     Why data-driven sales coaching?

    Being ‘data-driven’ means having a systematic approach to sales coaching based on quantitative sales metrics. Instead of starting coaching sessions with a general feeling about how things are going, each session starts with clear, measurable expectations that both parties agree on. From there, you systematically review what’s happened and plan next steps, developing one area at a time.

    From a coaches perspective, a data-driven approach makes coaching easier and more effective. Not only will you help reps hit their targets in the short run, you help them develop a better understanding what they can do, on their own, to be more successful in the long-run.

    From a sellers perspective, data-driven sales coaching is easy to understand. There’s no ‘fluffy’ terms or uncertainty. Every goal is measured and sellers can take control of their own development, without being forced to rely on anyone else.

    Keys to success

    Data-driven sales coaching employs well-known, but sometimes overlooked techniques:

    • Base coaching on measurements and actions that increase sales
    • Recognize sale performances to reinforce desired behaviors
    • Coach often – set fixed times for meetings

    Before you start, it’s important to clearly define your sales process and ensure the process is set-up correctly in your CRM system. There should be one process per sales type.

    If your sales data is inaccurate or poor quality, don’t worry. As you and your teams use data, the quality will improve because all the parties see its advantage. It’s a ‘win-win’ situation.

    Step 1: Determine what is required to reach budget

    A good starting point for coaching discussions is to agree personal targets with sales reps. This is often a revenue target they should reach per month, but it may also be other relevant targets such as new leads, upsales, cross-sales, margins etc. With the end goal in sight, you can reach a common understanding of what it will take to reach that goal.

    If your goal is 100,000 in revenue for the month, for example, work backwards with the sales rep to see how that can be acheived.

    This includes knowing:

    • How many leads needs to be in the pipeline to hit the target?
    • How many new opportunities need to come into the pipeline (refill requirements)?

    You can also measure hit rates, average deal size and lead time (average length of sales cycle) to develop a better understanding of what factors have the greatest impact on revenues and where to focus you efforts.

    Once pipeline requirements are established, each sales rep has their own roadmap. This makes it easier to control what’s happening and make adjustments. It’s better to know there are too few new opportunities before the end of the month, so there is time to do something about it.

    Step 2: Secure movement through the pipeline

    Coaching sessions often include a discussion of opportunities and activities in the sales process. The goal is to uncover specific actions or steps the sales reps can take convert a prospect to a customer.

    In this case it’s important to have accurate and readily available information about customers in specifics stages of the sales process and the activities during that stage. This includes:

    • A list of new agreements have been won because it’s encouraging to start with reviewing key wins and the factors that led to success.
    • A list of opportunities that are within reach because these deserve focus and attention.
    • A list of planned activities to ensure that no potential customers are forgotten.

    Additionaly types of activity reports based on information in your CRM system can help you spot where there are issues or opportunities to followed up. This may be:

    1. Cases without a planned activity. e.g. email, phone call, new meeting.
    2. Cases that have an activity planned, but the plan hasn’t been followed.
    3. Time to action – how long it takes to follow up a leads or response to inquiries

    With good information, it’s easier to prioritize the right customers and make the best use of time.

    Step 3: Evaluate and plan ahead

    The final step is to evaluate sales performance and look at long term developments. Even the best salespeople can have bad months. As a coach, you want to know whether it is a one-off occurance or whether there is a downward trend. With data-driven sales coaching, you can  analyze data to try to understand underlying reasons for change in results. This will help you do more of what’s working well and stop doing the things that aren’t.

    Some key reports used in analysis include:

    • 12 month revenue report
    • Win/loss reports – understand win/loss rates and reasons
    • Sales anaylsis per customer type or product segment – see whether reps are working strategically towards the right customer segments

    While there is certainly a mix of skills that are important to being a good sales coach, data can help you understand what the i whether you are moving in the right direction.

    Get your sales coaching reports

    Interested in learning more about how Business Analyze can help you coach reps to success? Contact us here 

     

     

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      Business Analyze reports 77% growth for business analytics and reporting platform

      Høvik, Norway – February 20, 2019

      Business Analyze, SaaS provider of business analytics and reporting, increased revenues for its cloud analytics platform with 77% from 2017 to 2018.

      New customers include Stampen, one of Sweden’s largest media companies and newspaper owners, Papyrus, a major distributor of office paper in Europe, Viking Ventures, venture capital and investment firm, and Væksthuset – Den Erhvervsdrivende Fond, to name a few.

      High growth is expected to continue in 2019.

      Global demand for business analytics has been on the rise the past years due to digitalisation and increasing needs to understand growing amounts of customers data. Now we also see the rise here in Northern European B2B markets,” says Einar Gynnild, CEO at Business Analyze.

      “The more companies automate processes, move applications to the cloud, and change their business models, the more data they capture and store. That data is increasing difficult to understand and interpret without the right tools. It’s often spread across different databases or apps. At some point, spreadsheets don’t suffice anymore. Business leaders know this and they are turning to business analytics software.”

      Business Analyze had relatively stable revenues from startup in 2002 through to 2016. But 2017, was a turning point.  In 2017, more than 50 companies chose Business Analyze’s new cloud analytics platform. The growth continued into 2018 with 77% revenue growth for its cloud-based solution.

      From headquarters in Norway, Business Analyze expanded and opened new Danish offices in Køge and Velje. The first month of 2019 has continued strong.

      Shift from ‘nice to have’ to ‘must-have’

      “As business analytics software shifts from ‘nice to have’ to ‘must-have’, our role is to make sure that software is easy to buy, to use, and to adapt. Current markets change fast, and analytics tools must provide forward-looking insight that will help companies look ahead and stay ahead of those changes.”

      There are many exciting applications and results. Last week, for example, Business Analyze was invited to Thon Hotels company gathering to discuss how their Business Analyze cloud platform has opened opportunities to understand booking trends, analyze guest behavior and plan sales strategy.

      “We look forward to many new projects in 2019. We will continue to work closely with customers by providing local support and consulting services. We will continue to investment in product development, new talent and strategic partnerships so we can attract and serve a larger number of new customers,” concludes Gynnild.

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        Stronger business analytics services and data consulting

        A growing number of Nordic businesses want to gain insight from their data and drive actions based on those insights. With Kim Andersen aboard as our new Senior Analytics Consultant, Business Analyze can help more customers gain better insight.

        Business Analyze welcomes Kim Andersen

        Kim Andersen joined Business Analyze this past week and is based at our Danish office in Køge.

        “It’s a pleasure to welcome Kim,” says Brian Thenning, Managing Director in Denmark.

        “Business Analyze opened its Danish office only 6 months ago and we already have several new and exciting projects. These require a broad range of skills covering databases and applications, strategy and operations. With Kim’s technical skills and project management experience we have greater ability to help customers succeed in a world driven by data.”

        Kim has more than 20 years experience as system consultant and project leader. In his new position, he will work alongside customers to define which goals and performance metrics are important – and then implement Business Analyze analytics software. He will also build dashboard visualisations and ensure projects run smoothly according to requirements.

        “I like the environment here and am excited to jump right into it. Business Analyze is a fast-growing SaaS company with lots of interesting customers and partners. I am sure there won’t be two days the same,” concludes Kim.

        Business Analyze Danish customers include amongst others Glunz & Jensen, Danfoss Semco, ATEA Finans and Den Erhvervsdrivende Fond Væksthuset.

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          Business Analyze launches sales coaching toolkit for SuperOffice CRM

          Easier to coach sales teams to success

          We are pleased to announce a new sales coaching toolkit as part of Business Analyze for SuperOffice. With this toolkit, leaders, coaches and representatives can take advantage of sales data and analytics to build stronger sales teams.

          Watch video

          Gain insight based on sales data

          Business Analyze pulls data from SuperOffice CRM and other databases and presents key facts about goals, outcomes, and behaviors on ‘Coaching’ dashboards. When coaches and coachees are equipped with these facts, it is easier to have focused 1:1 discussions with high impact on performance.

          –  Coaching is probably one of the single most important ways to influence performance, but it isn’t easy to guide discussions. Without insight about what customers want the sales process, it’s difficult to know where to start discussions or what to focus on next, says Einar Gynnild, CEO at Business Analyze.

          –  The new sales coaching toolkit overcomes these problems by making insights about goals, performance and best-practices (benchmarking) readily available on team and personal levels. From dashboards, it’s easier for reps to know what goals they are likely to achieve, and what they can do if they are falling short.

          Reach full potential

          – We received positive feedback from our recent webinar ‘How to sell more with data-driven sales coaching.’  There are many organisations that recognize the importance of a coaching culture, but they use a lot of effort to gather information about what is working or where there are issues.

          – Until now, there hasn’t been an coaching tool that works smoothly with their existing CRM data. With this new release, that’s changed.

          The sales coaching toolkit includes:

          • goal-setting module
          • dashboards with key performance metrics
          • simulation tools for predicting revenues based on changes in sales velocity variables
          • mobile app for statistics  and reports on-the-go, commenting and motivation

          This new toolkit further strengthens Business Analyze’s sales analytics and reporting offering. The coaching toolkit can be combined with other Business Analyze tools including:  management reporting, sales scoreboards, SaaS metric dashboards and more.

          The new sales toolkit is available for Business Analyze customers. Customers with Business Analyze cloud-solution received the toolkit as part of the latest software update.

          To activate the toolkit, kindly contact Ann Kristin Søraa, Customer Success Manager, customersuccess@businessanalyze.com.

          To become a customer or learn more, contact us at sales@businessanalyze.com or visit www.businessanalyze.com for more information.

           

           

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