Earning BI Customer Loyalty and Applause
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Transcript of Earning BI Customer Loyalty and Applause
BI Office
Today’s host and speaker
Susan Joly: SpeakerBI Independent Consultant
Jon Moody: HostDirector of Marketing
Pyramid Analytics
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Goals of this presentation
Examine the role of customer satisfaction, vendor support,
agility, business benefits, and price/value ratio
Show research from BARC
Feature Gartner
research
Look at Pyramid Analytics’ approach
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How can we tell when users are “at ease”?
Level of product and
customer satisfaction
is high
Users happy with level of vendor and
implementer support
Solution offers users high level of
agility
Users believe BI solution
offers good value for
price
Business benefits
are achieved quickly
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High level of product satisfaction
Product updates; product improvements; bug fixes
User needs; user stories; targeted feedback
Product and troubleshooting tips; training; product support
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Top-quality vendor and implementer support
Easily available product support; local support
Follow-up engagement with customers
Ongoing guidance, tips, resources
Updates on latest product enhancements
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A good self-service story
Easy access to data for preparation and analysis
Users rapidly see benefits
Self-service combined with benefits
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Project length: timely implementation
Implement within 3 months formaximum benefit*
* Source: The BI Survey 14 - Best Practices
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Lots of flexibility
Agile, flexible platform = agile, flexible users
Flexibility for top tasks
Real-time data; dynamic visualizations; interactive analysis
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What’s the price-to-value ratio?
Investigate whether it’s worth the
investment
See if you can build
on existing investment
s
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A few results from the BARC BI Survey
To see the headline results for Pyramid Analytics in the BARC BI Survey 14, download the summary.
Pyramid Analytics is either leading or top-ranked in agility, customer satisfaction, product satisfaction, vendor support, and price-to-value perception compared to its three vendor peer groups.
Dashboard
Visual Discovery
OLAP Analysis
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“Growing business user requirements for ease of use, support for users to conduct complex types of analysis, and a fast time to business benefits are not being well met by vendors that own a large, IT-centric installed base market share.”*
* Source: 2015 Magic Quadrant for Business Intelligence and Analytics. 23 February, 2015.
For more information, read the 2015 Magic Quadrant for Business Intelligence and Analytics Platforms.The Gartner document is available upon request from Pyramid Analytics.
The need for fast time to business benefits
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• Increase revenue• Make better, faster decisions• Deliver customer satisfaction• Reduce IT head count• Reduce business head count• Reduce external IT costs• Reduce other non-IT costs• Expand types of analysis• Make better insights available to more people• Link key performance indicators (KPIs) to corporate
objectives• Monetize data
* Source: 2015 Magic Quadrant for Business Intelligence and Analytics. 23 February, 2015.
For more information, read the 2015 Magic Quadrant for Business Intelligence and Analytics Platforms.The Gartner document is available upon request from Pyramid Analytics.
How easy is it to achieve business benefits?
The business benefits score is an average of scores on 11 different benefit areas, as follows:*
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Scenario: Reservation center for cruise line
Reduce pain points for callers
Decrease operational costs
Increase operational efficiency
Increase revenue
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Self-service, governed platformEasy for users; quick business benefits
Data discovery with fast deployment
BI Office: Earning loyalty and applause
Flexibility; variety of data visualizations
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Input from Pyramid Analytics’ customers
High scores in customer and production satisfaction
High level of agility and flexibility
Quick time to business benefits
Strong vendor support
Great price-to-value ratio; can build upon current technology investments
And lots more, covered in the previous two webinars
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Key takeaways
For loyalty and success, put users at ease
Listen to user voice
Look for fast time to business benefits
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Pyramid Analytics.com
Additional resources
Content on SlideShare
Analyst reports
Pyramid Analytics in BARC BI Survey
2015 Magic Quadrant for Business Intelligence and Analytics Platforms
BI Product and Customer Satisfaction
Agility in a BI Solution
Achieving Business Benefits with a BI Solution
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• BARC, Headline Results for Pyramid Analytics in the BARC BI Survey 14, October 2014.
• BARC, BARC BI Survey 14 Best Practices, October 2014.
• Gartner, Magic Quadrant for Business Intelligence and Analytics Platforms, Rita L. Sallam, Bill Hostmann, Kurt Schlegel, Joao Tapadinhas, Josh Parenteau, Thomas W. Oestreich, 23 February 2015.
References