Analyzing CRM data

The ability to analyze your CRM data in Phocas allows you to quickly to correlate activity to results, e.g., sales activity to sales value.

CRM dashboard

You can analyze sales results alongside CRM activity on a dashboard. The image below shows a simple CRM dashboard.

CRM analysis database

A standard CRM analysis database is similar to any other database in Phocas, but instead of seeing value, profit or quantities, you will see the number of activities for accounts, contacts and leads.

Typically, full details can be viewed using transaction mode, as shown. Use the Properties button to add or delete columns.

Note: The CRM analysis database is often tailored to suit individual businesses, so may look different to what is shown here. You may need to contact your administrator to gain access to the CRM database.

Examples

Find accounts that have had no activity over the last 12 months

Select your 'CRM analysis' database.
Select a period and a dimension such as entity or account.
Change the activity filter to 'no activity.
All entities with no recorded activity will appear, highlighted in green.

Example: Create a dashboard that compares Sales Activity to Sales Value.

Step 1. Create a new dashboard.

Select New dashboard from the main menu.

Name your dashboard 'Sales vs Activity - last 3 months'
Save. Your new blank dashboard will open.

Step 2. Create an activity bar chart (using data from the CRM analysis database)

Select Widget > query
Select the CRM database.
Choose a period (this example uses 'Last 3 months' )
Select Mode > Total.
Select the Chart icon, and choose column chart.
Name the chart (in this example the name is 'Activity last 3 months') and Save. The chart will appear on the dashboard that you created.

Step 3. Create a sales value chart (using data from the Sales database).

Select Widget > query
Select the Sales database.
Choose a period (this example uses 'Last 3 months' )
Select Mode > Total.
Select the Chart icon, and choose column chart.
Name the chart 'Sales last 3 months', place it on the same line as the previous chart (in this example, Line 1) and Save. This chart will appear on the same dashboard.

Step 3. View your dashboard.

You can now view the charts side by side to correlate sales activity to sales value for the period. In this example, we will be following up with the sales team, as the relationship between activity and sales from month to month is not clear. Perhaps the results of all that activity in October came to fruition in November.