Analytics - Identity Management Block

Analytics

CRM.COM Analytics provide an in-depth analysis of a business’s data aiming in:

• View the business’s performance in various aspects such as financials, contacts behaviour (purchases, awarding), as well as the performance of various organisations within the business network

• Enabling in-time decision-making by checking out behaviour patterns such as service churns, MRR

Analytics

CRM.COM provides:

• Insights: Insights on various events performed in CRM.COM

• Reports: pre-defined list of standard/release reports in multiple areas

• Dashboards

Reports

Pre-defined list of reports for each major CRM.COM area

• Contacts

• Financials

• Customer Events

• Orders

• Service Requests

• Leads

• Subscriptions

• Rewards

• Inventory

Two formats are supported; CSV and PDF

For each report:

• Report: the user who runs the report receives the email

• Schedule the report: schedule to run the report and send it to a number of recipients

On each report screen:

• Show a preview (10 first records of the reports)

• The default columns and group by fields are shown, but both lists can be amended to display any other available to be-added information.

Custom fields in reports

• Reports that return an itemised list of entities (e.g. Orders, Contacts) have custom fields as additional info to be included in the report.

  • The custom fields of the entity and

  • The Contacts custom fields

• Reports that return an analysis over some time do not include custom fields.

Amounts in Reports

• Currency is always displayed in a separate column.

• Reports that show itemised information (e.g. Contact Summary) show the contact’s/organisation’s account currency.

• Reports that present analysis shows the amounts in the business’s base currency (e.g. MRR reports)

Insights

Insights allow business analysis on various events. Results are presented in a variety of graphs.

• Purchases

• Achievements

• Orders

• Service Requests

• Activities

• Subscriptions

• Invoices

• Credit Notes

• Payments

• Refunds

• Top-ups

• Awards

• Spends

Setting up an Insight requires:

• Selecting the Event and how it will be measured (how many times it occurred or its total amount, in the latter case, this works whenever applicable).

• Filters

• Breakdown fields - group results and, therefore, the graphs representation

Insights can be exported in two formats.

• UGD: Export the actual events used to generate the graph. In case Breakdown fields were specified, that info is also exported.

• Insight Results: Export the graph’s results in tabular format

The information included in each Insight export is pre-defined

When exporting in UGD format using breakdowns, each event is included multiple times in the exported file, once for each breakdown instance. For example, Invoices have the Product as the breakdown. The exported file will include the Invoice X times, once for each one of its invoiced items.

Insights can be performed on each “final event”, e.g. posted financial transactions, and completed orders (the exception is Activities and Service requests, where insights can only be performed when the event was logged)

Dashboards

Dashboards include a set of pre-defined graphs in various forms.

CRM.COM keeps a set of metrics which are used to form the graphs.

Graphs can be exported.

MongoDB

Database that includes a set of Collections, each one having documents in JSON format (setup in integrations - see below)

• Contact Profiles

• Organisation Profiles

• Devices

• Events

• Subscriptions

• Orders

• Leads

• Service Requests

• Financial Events/Journals

Information stored in Mongo DB is used in various Reports, Insights, Activity Feed as well as Segmentation.

MongoDB collections documented in Stoplight can be used when delivering custom reporting solutions.

Ability to maintain information in MongoDB for up to 90 days.

Integrations

CRM.COM supports two main Analytics integrations

• Mixpanel: Contacts and Events created in CRM.COM logged into Mixpanel as well. A business can use Mixpanel’s Cohorts for BI purposes and then import that list of contacts back to CRM.COM as a new Segment.

• MongoDB : CRM.COM MongoDB collections information is forwarded to an external MongoDB as well (exception is the Activity Feed collection)