Dylan's BI Study Notes

My notes about Business Intelligence, Data Warehousing, OLAP, and Master Data Management

Archive for the ‘Service Intelligence’ Category

Service Intelligence

Customer Dimension and CRM related Analytics

Posted by Dylan Wan on August 14, 2007

Why is the customer dimension so important?

  • A well-maintained, well-deployed conforming customer dimension is the cornerstone of sound customer centric analysis

What are special characteristics of the customer dimension?

  • Customer dimension is extremely deep. It may have million rows.
  • Customer dimension is extremely wide. It has hundreds of attributes.
  • Customer dimension changes often. It is not really a slowly changing dimension. It is sometimes called as rapidly changing monster dimension.
  • Keeping the historical images of the customer data is important.
  • The data in the customer dimension come from multiple sources. Matching, de-dup, standardization among different sources is critical for successfully conforming the dimension.
  • The customer dimension with data may be enriched from the external data.
  • Customer data is the source for other dimensions – geography, industry, lines of business, etc.
  • You have to comply with the privacy regulation.
  • The data from external source may be only licensed for a period of time. The external data need to be associated with your own internal data for analysis for special purposes and the data need to be removed from your database.
  • The customer dimension itself is actually a source of fact tables. For example, # of customer living in California with the breakdown by age groups.
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Posted in BI, BI Work, Business Intelligence, CDH, CDI, Customer Data Integration, Customer Intelligence, Data Warehouse, Marketing Intelligence, Master Data Management, MDM, Sales Intelligence, Service Intelligence, UCM | Leave a Comment »

Bookings Analysis

Posted by Dylan Wan on February 18, 2007

Bookings Analysis is to help managers to manage the demand. Although the data may come from Order Management, Contract Administration, or Project Accounting systems, the primary interest in the booking analysis is from sales and marketing perspectives.

The analytics application should provide the bookings analysis to help demand managers understand the pattern of booked orders or work and the future revenue trends for the business, enabling the evaulation of current status against the expecation and the actions to increase sales, the deal size, volume of future pipeline.

Booking can be measured by quantities or dollars. Read the rest of this entry »

Posted in BI, BI Application, Business Intelligence, DBI, Oracle, Project Intelligence, Sales Intelligence, Service Intelligence | Leave a Comment »

Typical Business Intelligence Applications

Posted by Dylan Wan on December 25, 2006

This arcticles examines the major business drivers of business intelligence and the typical business intelligence applications. Some BI applications are common for all types of enterprise, others are specific to some industries.

Posted in BI, BI Application, Business Intelligence, Customer Intelligence, Data Warehouse, Financial Intelligence, Human Resource Intelligence, Marketing Intelligence, Procurement Intelligence, Project Intelligence, Sales Intelligence, Service Intelligence | Leave a Comment »