As we have said, we started the business where we needed to start…creating great methods for defining a DVP and Render Workspaces for teams to get that work done well and efficiently. Now imagine there are many, many DVPs and Workspaces... 10s, 100s, maybe 1000s of customers and sales professionals have provided input on how the DVP is working today and what improvements should be made to it. A very rich data set…value propositions, what customers say, what is being done to improve…maybe the most valuable dataset in the company.
People want to see that kind of data, especially important people. We built Reports to look across all of those Workspaces to see the big picture. Maybe it’s the big picture of whether or not the organization is executing on DVP improvement initiatives. Maybe it’s the big picture figuring out if customers generally are asking for services or products. Maybe it’s the big picture on what all companies, no matter their Workspace or DVP affiliation, are asking for in emerging markets as maybe there is a common denominator. This is Reports.
We have learned to describe the usage of Reports in two broad buckets: Managing the Organization and Finding Insights.
- Managing the Organization: The CEO and Customer Scorecards. Consider for a moment a CEO, who has 3 business units, half a dozen DVPs per business, and 100 customers. When it comes to managing the organization, a CEO needs to see how all of the initiatives across the business are targeted at improving DVP and if the initiatives are being executed. Any executive, not just a CEO, may want this growth information across the entire business or specifically for a customer to prep for a meeting.
- Insights: Giving the Organization access to the
other significant use of Reports is to generate customer insights to feed
better decision making. Decisions may be as straightforward as a Customer
Service Leader wanting to understand customers’ perspective on how his team can
improve its performance. It could be as complex as a Senior Business
Development Manager trying to figure out how to increase her service offerings
to a market. It might be as undefined as a Product Manager looking for innovation
ideas for a particular customer segment.
What we have learned about all of these cases is that software cannot make enough standard reports. You have to give users an easy way to access the information they need quickly. Render Reports do this. There’s a guide in Render that walks you through the nitty-gritty details on how to build, customize, and share your own reports. All you need to know here is that you can create a Report customized to fit your needs, and then Render takes care of the rest by continuously populating your Report with the latest and greatest information.
In generating Insights we had to make it easy for everyone in the organization to access customer data. You can’t create a report that forces Insights. You can’t always predict where Insights will come from. But if you provide easy access to the organization on what customers care about and what you are working on, you will get new Insights.
Reports are simply an easy way to get at the Workspace information....
....I am the CEO and I want to see right now if we are executing the initiatives to improve our business for growth. If they are not getting done, I want to know why not and who is in charge!
....I am the customer service representative and I am interested in everything our customers are saying about customer service to see if I can help solve the problem.
....I am the marketer and I need to see all of the DVP’s I am responsible for and ensure they are helping the sales team.
All of these activities are critical to completing a sales and fueling growth. Reports are the container where the entire organization can engage with DVP and help improve value.