Performance Tools for CRM

Extremely powerful KPI manager - BSC Designer PRO

The new version of BSC Designer PRO released, now it is possible to customize formulas used to calculate the performance of the KPI. It is possible now to use not only linear formulas, but actually any dependency, including binary function, where you can specify the value of the performance for certain intervals.

The PRO version also suggests powerful Strategy Maps feature, which allows automatically export data from KPI into nice-looking strategy maps with all necessary diagrams and arrows.

Right now:

• Download fully-functional 30-day trial of BSC Designer
• Check the difference between Standard and Professional versions
• Check screenshots of BSC Designer

admin KPI bsc designer pro, custom formula, strategy map

BSC Designer PRO - now with custom formulas and strategy maps

The new version of BSC Designer PRO released, now it is possible to customize formulas used to calculate the performance of the KPI. It is possible now to use not only linear formulas, but actually any dependency, including binary function, where you can specify the value of the performance for certain intervals.

The PRO version also suggests powerful Strategy Maps feature, which allows automatically export data from KPI into nice-looking strategy maps with all necessary diagrams and arrows.

Right now:

• Download fully-functional 30-day trial of BSC Designer
• Check the difference between Standard and Professional versions
• Check screenshots of BSC Designer

admin KPI bsc designer pro, custom formulas, strategy map

Consultants and owners of business-oriented web-sites will be interested in partnership program that is now available with BSC Designer.

With affiliate program that is now available for BSC Designer, it is possible to be affiliate and resell both - scorecards from commercial library and resell BSC Designer itself.

Consultants in the customer relationship management area, will find BSC Designer a useful tool for themselves and for their customers.

For more information about Balanced Scorecard Partnership check the partners section online.

admin Articles about CRM affiliate, partnership, reseller

With BSC Designer 3.0, there is a possibility to create a strategy maps for CRM, these maps will enable the display of balanced scorecard indicators and relation between them.

The map below was created with the latest version of BSC Designer for the customer relationship scorecard.

admin KPI CRM, strategy map

KPI Name: Call Center Outsourcing Balanced Scorecard Metrics

Related KPIs: Tasks Outsourcing, Product Outsourcing, Service Outsourcing

• Download Call Center Outsourcing KPI trial version
• Buy Call Center Outsourcing KPI full version

Customers also viewed: Outsourcing Metrics | Quality Metrics

Sample reports:

Some reports were generated with Balanced Scorecard Designer for the Call Center Outsourcing Balanced Scorecard Metrics KPI to show both – Balanced Scorecard Designer functionality and a part of KPI content:

• Check Overview KPI Report sample.
• Check Full HTML Scorecard Report sample.
• Check Diamond Style Report sample.

Balanced Scorecard Designer Screenshot:

The Balanced Scorecard Designer software was used to create this KPI.

Description by authors:

Call-centers are the business units that specialize in handling customer problems and inquiries via phone and provide quality support to businesses. Call centers operations are usually outsourced by the businesses, so it is crucial that their performance is judged and measures should be taken to improve the performance. KPIs are the financial and non-financial metrics used to analyze the performance of call centers.

Call center KPIs can be assessed in 4 major perspectives-financial perspective, customer perspective, operational efficiency and education and growth perspective.

Financial perspective comprises of KPIs like percentage increase in revenues, percentage labor costs, average increase in remuneration per employee and percentage incentives. This perspective analyzes the revenues and various expenditures of a call center.

Customer perspective includes KPIs such as average waiting time on calls, average holding time on calls, accessibility, percentage first call resolution and privacy issues. It talks about measures through which customer judges the call center operations.

Operational efficiency specifies the measures through which the efficiency of call center operations can be judged. KPIs like percentage occupancy level, number of calls answered, handling time per customer, percentage calls transferred and percentage calls reworked can come under this perspective.

Education and growth perspective consist of KPIs like percentage hike in appraisal, average time for appraisal, number of training sessions and number of surveys and feedback. This perspective throws light on the measures taken to enhance motivation and efficiency of employees.

KPI in Excel – Screenshot:

admin CRM Services call center, KPI, metrics, outsourcing

KPI Name: Interactive Voice Response Balanced Scorecard Metrics

Related KPIs: Customer Relationship, Call-Center, Help Desk, Customer Profitability, Customer Profiling, Customer Value, Customer Conversion, Customer Loyalty

• Download Interactive Voice Response KPI trial version
• Buy Interactive Voice Response KPI full version

Customers also viewed: Knowledge Management Scorecard

Sample reports:

Some reports were generated with Balanced Scorecard Designer for the Interactive Voice Response Balanced Scorecard Metrics KPI to show both – Balanced Scorecard Designer functionality and a part of KPI content:

• Check Overview KPI Report sample.
• Check Full HTML Scorecard Report sample.
• Check Diamond Style Report sample.

Balanced Scorecard Designer Screenshot:

The Balanced Scorecard Designer software was used to create this KPI.

Description by authors:

In the modern competitive world it is becoming ever more difficult to capture customer feedback. Traditional methods of receiving customer feedback, including mail and live interview calls, are too expensive for most organizations. Besides, in most surveys the participation rates have dropped to as low as 1 percent. However, using Interactive Voice Response applications allows an organization to get the customers- feedback more quickly and easily, with much higher participation rates. This up to date customer feedback is critical for creating an effective customer retention strategy in an organization.

KPI in Excel – Screenshot:

admin CRM Services Interactive Voice Response, IVR, KPI

KPI Name: Help Desk Balanced Scorecard Metrics for Excel

Related KPIs: Customer Relationship, Call-Center, Interactive Voice Response, Customer Profitability, Customer Profiling, Customer Value, Customer Conversion, Customer Loyalty

• Download Help Desk KPI trial version
• Buy Help Desk KPI full version

Customers also viewed: Product Knowledge Management | Knowledge Management Pack | Outsourcing Metrics Pack | Communication Skills Scorecard

Sample reports:

Some reports were generated with Balanced Scorecard Designer for the Help Desk Balanced Scorecard Metrics for Excel KPI to show both – Balanced Scorecard Designer functionality and a part of KPI content:

• Check Overview KPI Report sample.
• Check Full HTML Scorecard Report sample.
• Check Diamond Style Report sample.

Balanced Scorecard Designer Screenshot:

The Balanced Scorecard Designer software was used to create this KPI.

Description by authors:

The most important aspect of any business is customer relationships, if you can manage incoming requests, process them in a timely manner, then you will have a constant sales growth. Helpdesk plays a key role in this process. It is important to measure the performance of helpdesk as it is a good way to find out what is going bad in your customer support service. Keeping an eye on key performance metrics and improving your positions will return in a sales growth.
With Help Desk Balanced Scorecard you will be able to take a control over Customer Satisfaction, Response Time, The call abandon rate, Reliability of Predefined Solutions, Resolution Excellence and helpdesk key performance indicators.

KPI in Excel – Screenshot:

admin CRM Services help desk, KPI, performance

KPI Name: Call Center or customer service Balanced Scorecard

Related KPIs: Customer Relationship, Help Desk, Interactive Voice Response, Customer Profitability, Customer Profiling, Customer Value, Customer Conversion, Customer Loyalty

• Download Call-Center KPI trial version
• Buy Call-Center KPI full version

Customers also viewed: Outsourcing Metrics Pack | Communication Skills Scorecard

Sample reports:

Some reports were generated with Balanced Scorecard Designer for the Call Center or customer service Balanced Scorecard KPI to show both – Balanced Scorecard Designer functionality and a part of KPI content:

• Check Overview KPI Report sample.
• Check Full HTML Scorecard Report sample.
• Check Diamond Style Report sample.

Balanced Scorecard Designer Screenshot:

The Balanced Scorecard Designer software was used to create this KPI.

Description by authors:

We have designed a Call Center Balanced Scorecard, this solution will help to measure and control the performance of call center or phone-based customer service using Balanced Scorecard metrics.

KPI in Excel – Screenshot:

admin CRM Services bsc, call center, efficiency, KPI, metrics

KPI Name: Conference Balanced Scorecard Metrics

Related KPIs: Web Investment, Brand Evaluation, Marketing, Direct Mail, Content Management, Trade Show, Word of Mouth Marketing

• Download Conference KPI trial version
• Buy Conference KPI full version

Customers also viewed: Advertising Metrics

Sample reports:

Some reports were generated with Balanced Scorecard Designer for the Conference Balanced Scorecard Metrics KPI to show both – Balanced Scorecard Designer functionality and a part of KPI content:

• Check Overview KPI Report sample.
• Check Full HTML Scorecard Report sample.
• Check Diamond Style Report sample.

Balanced Scorecard Designer Screenshot:

The Balanced Scorecard Designer software was used to create this KPI.

Description by authors:

Conferences and exhibitions are highly planned acts. Their success lies in the extent to which these are able to attain the aims they were arranged for within the given cost and time frame. To do this, a tracking system has to be in place. KPIs have often been called the SMART (Specific, Measurable, Actionable, Relevant and Time-Bound) parameters to gauge any task that involves an inter play of factors and they naturally find application in this domain.
Financial aspect needs to be evaluated to make sure that the cost deadline is met. This can be done by assigning suitable values to indicators like, percent decrease in cost per attendee, Lodging: Total Cost Ratio, amount spent on publicity.
Planning can be done by number of contingency plans, number of ways to spread information used and percent stretch possible in budget.
Information Management and Scheduling Perspective can be obtained with number of ways to communicate, ways to register and number of information management sessions held. This covers the ancillary tasks to be completed.
Brand Building can be achieved with number of known personalities hired, time spent in publicity and press release.

KPI in Excel – Screenshot:

admin KPI conference, customer, KPI

KPI Name: Direct Mail Balanced Scorecard Metrics

Related KPIs: Web Investment, Brand Evaluation, Marketing, Content Management, Trade Show, Conference, Word of Mouth Marketing

• Download Direct Mail KPI trial version
• Buy Direct Mail KPI full version

Customers also viewed: Advertising Scorecards | Sales Scorecards

Sample reports:

Some reports were generated with Balanced Scorecard Designer for the Direct Mail Balanced Scorecard Metrics KPI to show both – Balanced Scorecard Designer functionality and a part of KPI content:

• Check Overview KPI Report sample.
• Check Full HTML Scorecard Report sample.
• Check Diamond Style Report sample.

Balanced Scorecard Designer Screenshot:

The Balanced Scorecard Designer software was used to create this KPI.

Description by authors:

Direct mail campaigns are all about trial and error. Direct mail marketers are forced to seek the best ways to reach the target market as well as the best ways to gain a response. For instance, each mailing campaign requires a control group (i.e. the customers that do not receive the direct mail), which allows marketing companies to measure the impact of direct mail. It also helps find out whether people who did not receive a mailing are responding anyway. By comparing the two groups of customers the marketer can easily determine whether the direct mail campaign has produced any significant effect on the company-s profit margins.

KPI in Excel – Screenshot:

admin KPI direct marketing, efficiency, KPI