Beginners guide to Salesforce CRM Analytics

1. Demystifying Salesforce
CRM Analytics: a beginner’s
guide
Presented by:
Dauda Emmanuel
emmanuel.dauda@trailblazercgl.com Trailblazer Community Group Damaturu

2. WHAT IS CRM?
• CRM stands for Customer Relationship Management. It's basically a
fancy way of saying a system or strategy that businesses use to
manage and analyze their interactions with customers and potential
customers.
• It involves collecting and organizing data about customers, their
preferences, and interactions to better understand and cater to
their needs.
• The goal is to improve relationships, streamline processes, and
ultimately, boost sales and customer satisfaction.

3. WHAT IS CRM ANALYTICS?
CRM Analytics is the process through which organizations
transform customer-related data into actionable insight for either
strategic or tactical purposes.
It’s like having a magnifying glass for all the data you collect
through your CRM system. It's not just about gathering information;
it's about making sense of it to drive better decisions and actions.

4. Analytics Breakdown
Analytics
CONTINUOUS IMPROVEMENT
DECISION MAKING
REPORTING
DATA COLLECTION
DATA PROCESSING
ANALYSIS

5. CRM Analytics Breakdown
DATA
COLLECTION
DATA
ORGANIZATION
DATA
ANALYSIS
INSIGHT
GENERATION
ACTIONABLE
RECOMMENDATION
Gathers data from
various sources like
customer interactions,
sales transactions,
social media, and
website visits. Its like
collecting puzzle
pieces
Data is organized and
stored in a way that
makes it easy to access
and analyze. This step is
crucial for making sense
of the information later
on. Think of it as sorting
the puzzle pieces by color
or shape.
CRM analytics tools
crunch the numbers
and look for patterns,
trends, and insights
within the data. It's like
putting together the
puzzle to reveal the
big picture.
Once the analysis is done,
CRM analytics generates
valuable insights about
customer behavior,
preferences, and trends.
These insights help
businesses understand
their customers better and
make informed decisions.
CRM analytics provides
actionable
recommendations based
on the insights gained.
Whether it's optimizing
marketing campaigns,
improving customer
service, or identifying new
sales opportunities, these
recommendations help
businesses drive growth
and success.

6. Why do you need Salesforce CRM Analytics?
Gartner’s research shows that most businesses (70%) are not making the
most of their data. They are losing chances to optimize their processes,
make smarter choices, and gain an edge over their rivals.
Only a fifth of businesses have a properly aligned data analytics strategy.
Data analytics is vital for their business, according to 75% of businesses,
but less than half (45%) say they are using it well.

7. Who can utilize the capabilities of CRM Analytics?

8. How is CRM Analytics helping different industries?
 Financial Services
Salesforce CRM Analytics is a magic wand for financial institutions. It helps them charm their
clients, grow their businesses, and build a strong market presence. It also makes their work easier
and faster and keeps their clients loyal.
With CRM Analytics, financial firms can achieve more than they dream of. Companies that deal in
financial services and use CRM Analytics are 2.5 times more likely to achieve their sales numbers, as
stated by Salesforce.
 Healthcare
Healthcare service providers can empower their teams with the functionalities of CRM Analytics and
transform data into insights. With it, you can:
• Provide better patient care by personalizing, monitoring, and managing their health.
• Engage your patients by enhancing access, building trust, and gathering feedback.
• Boost your efficiency by automating, streamlining, and optimizing your processes.

9. Salesforce CRM Analytics implementation steps

10. How does Salesforce CRM Analytics improve Business?

11. Overall, Salesforce CRM analytics enables businesses
to better understand their customers, make
informed decisions, and ultimately enhance
customer satisfaction and loyalty.
Conclusion

12. Thank you