Attention monitor

Lack of attention can erode amicable business relationships and ultimately lead to loss of customers. Some business relations may receive too much or too little attention, or perhaps even none at all. The Attention Monitor enables you to unearth the facts at the press of a button.

Contacts

The monitor shows all the contact that has occurred with a group of customers over a given period. It provides insight into which employee has been in contact with customers, when, how, and about what. Whether a phone call, e-mail or encounter at a trade show. All contact details on file for a group of business relations are now fully transparent for anyone with the correct permission.

The Monitor shows how long there has been no, little or indeed too much contact. Where relevant, it also checks whether the degree of attention is reflected in the turnover generated by the customer. The ability to see whether information on the client is being updated, improves social control among colleagues. This leads to more accurate entry of information in the database, increasing its overall value.

The reported contact moments include all additions to History, Notes, Correspondence (ingoing/outgoing e-mail), Sales (with Suspects but without Invoices) and service calls stored in the Helpdesk.

Contact moments

The Attention Monitor is also useful if an employee leaves the company; there is no need to dig through the database to see which customers they were involved with. The Monitor will provide a meticulous overview of all previous contact moments, allowing the new staff member to rapidly get up to speed.

Management can see in real time how much attention the Sales, Marketing and Service departments are paying to a group of business contacts, and individual employees can monitor exactly how affairs are progressing with their "own" customers. This is ideal if you have been away for a few days, or have just returned from a holiday – in a few minutes you will be up to date with all the developments in your client group.

The Attention Monitor provides immediate answers to questions such as:

  • Has my colleague called the customer yet?
  • When did the Service department last get in touch?
  • Has the problem been resolved?
  • What was in the last e-mail the office staff sent to the customer?
  • Has there been any response to a mailing?
  • Is everyone paying enough attention to my most important clients?


The Attention Monitor in practice

The Attention Monitor is located in the same tab group as the general Activities overview, available from the Search window. You can display the tab from the 'Go to' menu in the Search Window.

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At the bottom of the tab, you can indicate which organizations you want to see and select the user or group of users whose contact moments you want to see.

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User(s)

The user, group of users or all users (unchecked)

Period

Use a long period (1 year or more) in order to gain a good overview of the contact moments flow and distribution of customers receiving "much" or "little" attention. Use a short period if you want to see what has transpired during a specific day, week or month. You may e.g. want to know what has happened to your business relations during your holiday.

Query file

First ask yourself which relations you want to follow, and select them. You will get the most interesting results if you select a group with similar properties, such as your top customers, influencers, or customers you especially want to keep.

B-Groups

If you want to regularly follow a specific group, such as your own customers and relations, you may want to tag its members by assigning them a specific B-group.

N.B. Selecting Calculate will start a recalculation. The result is retained and will be redisplayed next time the tab is opened. Date and time of the previous calculation are displayed at the top right of the tab.

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The calculation determines the total number of contact moments per relation for the selected period and users. The codes and names in this example have been rendered illegible for reasons of privacy.

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1st column

The organization's color code

Code

Relation code (R05) (hyperlink to organization)

Name

Organization name (R01)

Tot.

Total number of contact moments (hyperlink to overview)

days

Number of days (going back from today) without any contact with the organizations; in the example, code AT was the most recent contact 18 days ago

6th column

Color codes from red to yellow. Red means no attention, yellow is a lot.



This example measures 16 relations. The grid is now sorted by the number of contact moments (Tot. column); the first organization in the grid had 489 contact moments; the last two had none.

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The relations are distributed over the colored boxes according to the number of contact moments. Here we see that two relations received no attention whatsoever, five had much attention and two had very much attention.

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The numbers have a mouse-over hint indicating the range (expressed as number of contact moments). Clicking on the number opens a dialog box with the relation's details, allowing you to check the involved organizations.

The meaning of the colors is also indicated in the above grid (next to the days column).

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Clicking on the hyperlink of the total number of contact moments in the grid (Tot. column) will display a chronological overview of all the contact moments.

N.B. This also displays actions not counted as contact moments, such as Invoicing.

The following Sales items are counted as contact moments:

  • Suspect added
  • Suspect converted into Proposal
  • Proposal added
  • Proposal converted into Order
  • Order added
  • Proposal converted into lapsed proposal

The Turnover is only available to users that have access to the Sales Monitor.

Opening the organization's contact moments will display both the activity log items mentioned above, and all Sales-related items.

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From this window you can use [+] and [-] to browse through the underlying organizations.
You can zoom in on these contact moments by clicking on the description (hyperlink).

From there you can use the Plus [+] and Minus [-] buttons to click through the History, Correspondence, E-mails, Orders, etc.

aanmon10_uk At the bottom right, the "Summary" hyperlink provides access to a total overview. The red, dark gray and light gray areas of the underlying tab indicate percentages that "may be insufficient", the blue area received "average" attention and the percentages of the green and yellow areas "may be too much".

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You can use the View button to display the History, Correspondence and Helpdesk totals.

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History

7th column, the number of added/edited blocks

days

Number of days (going back from today) with added/edited history

Sent Letters (Correspondence)

Added/sent e-mail messages and/or correspondence

days

Number of days (going back from today) with added correspondence

(reserved)

- only available in Sales view

(reserved)

- days Sales

Helpdesk

Number of added Service Calls

days

Number of days (going back from today) with an added Service Call


N.B. These totals are already included in the Contact Moments. The calculations remain unchanged.

Sales view

The Sales view can be accessed using the View button. The Sales View is only available to users that have access to the Sales Monitor.

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This option recalculates how the attention is distributed. The monitor calculates the average turnover per contact moment and updates the distribution accordingly.

An organization with a lot of attention moments and relatively low turnover is included under "may be too much" attention, and a relation with few attention moments under "may be insufficient". Management and Sales can now determine in a flash whether the allotted attention needs to be adjusted.

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All turnover

This column displays the total amounts of the orders and invoices in the chosen period (based on the selected user Initials and Period). The Turnover is only available to users that have access to the Sales Monitor.

Changed in Revision 3: via the View button, you can indicate whether Orders, Invoices or Orders + Invoices need to be counted.

days

Number of days (going back from today) with an added Suspect, Proposal or Order


N.B. Only commercial opportunities and received orders are reported here; invoices are excluded when calculating the "days".

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The distribution is determined by the ratio of the number of contact moments against the turnover.

The organizations can be called up by clicking in the colored areas. The colored boxes have a mouse-over hint indicating the turnover range per contact moment.

The "Turnover" line displays the grand total, as well as the total turnover per segment in the corresponding boxes. Below this you will find the segment percentage based on turnover.

Organizations without contact moments and without turnover are excluded from the distribution; they can be found to the left as “Excluded Organizations”.

The Summary hyperlink provides an overview of the calculations and distribution over the three attention areas “may be insufficient”, “average” and “may be too much”.

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The icon to the right lets you select one or more organizations from the grid.

You can use the Geomap to place the organizations from the grid (or only some of them, such as organizations with little attention) in the Geomap.

N.B. The Geomap uses its own colors; there is no connection with the color of the organization in the grid.

You can use the Excel button to copy all organizations or the selected ones to Excel.

 

 

 

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