Analytics - Identity Management Block

Business Feature / Process	Description	Additional notes

Business Feature / Process	Description	Additional notes
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)