Earning BI Customer Loyalty and Applause

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Today’s host and speaker

Susan Joly: SpeakerBI Independent Consultant

Jon Moody: HostDirector of Marketing

Pyramid Analytics

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To ask a question

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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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“Users at ease” can lead to loyalty and success

The influenceof user voice

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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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The luxury of choice

How do you select anairline?

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How satisfied are customers?

Vendor support

Implementer support

Product satisfaction

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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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How agile is the platform?

Project length

FlexibilitySelf-service

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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

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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