Broadbase Unveils Analytic Application for Optimizing Customer Relationship Management.NEW YORK--(BUSINESS WIRE)--July 28, 1998-- CRMperform Enables Businesses to Analyze Customer Lifecycle Data and Improve Business Performance in the Front Office Broadbase Information Systems, Inc., the leading provider of turnkey See turnkey system. data mart A subset of a data warehouse for a single department or function. A data mart may have tens of gigabytes of data rather than hundreds of gigabytes for the entire enterprise. See data warehouse. platforms optimized for analytic applications Analytic Applications are a type of business application software, used to measure and improve the performance of business operations. More specifically, Analytic Applications are a type of Business Intelligence solution. , today announced CRMperform(TM), the industry's first analytic application that allows businesses to improve customer relationship management (CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. ). Broadbase's new application, enabled by its turnkey data mart platform, gives decision-makers a complete view of their customers across sales, marketing, and customer support. CRMperform analyzes business data across all front office functions to provide maximum insight into the entire customer lifecycle, including lead generation, sales effectiveness, churn churn: see butter. and support costs, and customer profitability Customer profitability (CP) is the difference between the revenues earned from and the costs associated with the customer relationship in a specified period. According to Philip Kotler,"a profitable customer is a person,household or a company that overtime,yields a revenue . CRMperform drives closed loop optimization In compiler theory, loop transformations play an important role in improving cache performance and effective use of parallel processing capabilities. Most execution time of a scientific program is spent on loops. with "best practices" metrics metrics Managed care A popular term for standards by which the quality of a product, service, or outcome of a particular form of Pt management is evaluated. See TQM. , tie-backs to operational systems, alerts, and dynamic Web delivery. For example, business users can first measure productivity and profitability against industry benchmarks and then set alerts to automatically trigger operational transactions. Broadbase's new software complements leading third-party CRM automation solutions with packaged interfaces, turning operational data into strategic information for optimized decisions. CRMperform heralds a new class of analytic applications -- Enterprise Performance Management (EPM EPM equine protozoal myeloencephalitis. ) solutions -- that continuously improve business performance in the enterprise. In related announcements, Broadbase is announcing strategic partnerships with Clarify Inc. and The Vantive Corporation to integrate CRMperform with their respective leading front office product suites. Both Clarify and Vantive editions are generally available. "Forward-looking customers will leverage data from ERM/CRM systems to measure and optimize optimize - optimisation their strategy using closed-loop business performance management systems such as Broadbase," said Tim Harmon, international senior program director, Meta Group. "CRMperform revolutionizes the way companies manage the front office," said Bruce Armstrong Bruce Charles Armstrong (born September 7, 1965) is a former offensive tackle in the National Football League from 1987 to 2000, playing all fourteen seasons with the New England Patriots. , senior vice president of sales and marketing for Broadbase. "Companies can now measure their business performance, understand the underlying factors and causes, and make the needed adjustments to improve effectiveness. By applying the new imperative of Enterprise Performance Management to the front office, CRMperform continuously improves a company's ability to acquire not only more customers, but build more profitable, longer-lasting customer relationships." Complete Customer Lifecycle Analysis Data required for customer lifecycle analysis is typically highly distributed, difficult to manipulate, and not easily shared between departments. As a result, companies only get a limited view of the information they require to fully understand and improve sales, marketing and support activities. Leveraging the Broadbase turnkey data mart platform, CRMperform integrates data from all front office functions, including sales, marketing, support and call center, and applies powerful analysis. In addition to supporting "homegrown home·grown adj. 1. Raised or grown at home. 2. Originating in or characteristic of a locality: "Rock is homegrown music in the United States, evolved from blues and country and Tin Pan Alley" " applications, Broadbase offers packaged interfaces and optimized models for major third-party products, including Aurum, Clarify, Siebel/Scopus, Vantive and others. Broadbase's CRMperform software complements operational applications with seamless integration An addition of a new application, routine or device that works smoothly with the existing system. It implies that the new feature or program can be installed and used without problems. Contrast with "transparent," which implies that there is no discernible change after installation. and in-depth, cross-functional analysis. Examples include: -0-
Sales Productivity
-- Pipeline Analysis to uncover and remove bottlenecks in the sales
process
-- Forecast Accuracy to compare forecasted revenue to actual revenue
to accurately predict revenue attainment
-- Affinity Analysis to discover cross-/up-selling patterns between
products and uncover hidden sales opportunities
Marketing Effectiveness
-- Campaign Effectiveness to predict the cost and revenue impact of
marketing campaigns based on past experience
-- Lead Profiling to score inbound leads based on profiles to
identify high-profit customers that are easy to close
-- Product Mix Trending to identify products that are on the rise or
in decline to optimize product management and marketing decisions
Customer Support Efficiency
-- Call Avoidance to establish support case trends in order to
proactively communicate solutions, while avoiding service calls
in the future
-- Hot Site Notification to ensure critical customers receive prompt
attention through triggers and alerts
-- Customer Churn Analysis to understand drivers of customer churn
and satisfaction, identify potential at-risk customers, and make
targeted or general adjustments to improve service and customer
satisfaction
-0-
Closed Loop Decision Systems CRMperform supports "closed-loop decision systems," a defining attribute of Enterprise Performance Management solutions, by continuously measuring, analyzing and optimizing business results and operations. -0-
-- Measure: CRMperform continuously tracks operational results and
transaction data from multiple systems, with support for change
data capture, to ensure the use of the most up-to-date data. In
addition, CRMperform allows comprehensive metric-setting,
enabling businesses to measure performance against industry and
company-specific benchmarks, metrics and goals, in addition to
pre-packaged performance indicators.
-- Analyze: CRMperform leverages the end-to-end capabilities of the
Broadbase turnkey data mart platform, including its comprehensive
analysis capabilities. With a Hybrid OLAP/relational analytic
engine, ad hoc analysis and data mining, CRMperform supports
historical trend analysis, profiling, predictive analysis, and
efficiency analysis. Comparative analysis of operations against
past performance, key indicators, benchmarks, and forecasted
performance drive the identification of success factors.
-- Optimize: Users of CRMperform can set up multiple types of alerts
based on triggers for key activities or thresholds, such as deals
in danger, support cost levels or customer churn. Support for
adjustments, including tie-backs to operational systems, enables
responses such as new inventory levels and re-prioritized support
cases.
-0- Immediate and Sustainable Value Sustainable Value Sustainable Value is an approach to measure and manage sustainability performance. The concept was developed by researchers who are working today for Queen's University Belfast for the Enterprise Because it is a fully packaged analytic application that leverages the turnkey capabilities and open architecture of the Broadbase data mart platform, CRMperform can be fully configured con·fig·ure tr.v. con·fig·ured, con·fig·ur·ing, con·fig·ures To design, arrange, set up, or shape with a view to specific applications or uses: in days or weeks, and is easy to manage and maintain. CRMperform is also highly adaptable a·dapt·a·ble adj. Capable of adapting or of being adapted. a·dapt  a·bil and
extensible, easily incorporating additional customer and industry
specific analytics, as well as additional data sources over time. With a
fully standards-based open architecture, comprehensive and open metadata (1) (meta-data) Data that describes other data. The term may refer to detailed compilations such as data dictionaries and repositories that provide a substantial amount of information about each data element. for both core data and application components, as well as packaged and
programmable adapters for operational systems and data stores,
CRMperform can grow with evolving IT infrastructures and adapt to
changing business requirements.Pricing and Availability CRMperform is available immediately. Pricing starts at $85,000, which includes the Broadbase turnkey datamart platform. About Broadbase Broadbase Information Systems is the leading vendor of Enterprise Performance Management (EPM) solutions, a class of analytic applications that optimize business performance in the enterprise. Industry veterans from Oracle, Lotus, and Sybase founded Broadbase to deliver packaged software See software package. solutions that help companies continuously improve their business performance. Broadbase has rapidly realized this vision with its next generation software products: Broadbase 1.3, a turnkey data mart platform optimized for analytic applications and Enterprise Performance Management, and CRMperform, an analytic application optimizing customer relationship management. Today, Broadbase software is used by such industry-leading companies as American Express American Express (NYSE: AXP), sometimes known as "AmEx" or "Amex", is a diversified global financial services company, headquartered in New York City. The company is best known for its credit card, charge card and traveler's cheque businesses. , Chevron, Hewlett Packard, United Airlines, Baxter Healthcare, and BankBoston. The company's investors include Benchmark Capital Benchmark Capital is a venture capital firm responsible for the early stage funding of some very successful startups, including eBay. In 1995, the firm invested $6.7 million in eBay, which became worth more than $5 billion by the spring of 1999 and resulted in one of Silicon , Mohr Davidow Ventures, Accel Partners, and Intel Corporation (company) Intel Corporation - A US microelectronics manufacturer. They produced the Intel 4004, Intel 8080, Intel 8086, Intel 80186, Intel 80286, Intel 80386, Intel 486 and Pentium microprocessor families as well as many other integrated circuits and personal computer networking . For more information visit Broadbase at www.broadbase.com. Note to Editors: Broadbase is a trademark of Broadbase Information Systems, Inc. All other product and company names may be trademarks of their respective companies.
CONTACT: Broadbase
Cynthia Seymour, 650/614-8317
cynthia@broadbase.com
or
A&R Partners
John Derryberry, 650/363-0982 ext. 215
jderryberry@arpartners.com
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