WELCOME TO THE CUSTOMER IN SIGHT, Innoveer Solutions' quarterly online newsletter that offers best practices, white papers, and guides gathered from numerous customers and industry experts to help you improve your customer management programs and ensure maximum results from your investments. You will also find customer success stories and company news, as well as information about our growing suite of customer management solutions.
If you have any questions or comments, please contact Jennifer Yanoff at +1 617-225-7914 or at jyanoff@innoveer.com.

CONGRATULATIONS TO OUR CLIENT, ROBECO DIRECT, ON ITS CRM ACHIEVEMENTS

Innoveer would like to congratulate its client, Robeco Direct, for winning the 5th annual CRM award — presented on November 16th at the 2006 CRM Conference in the Netherlands. After being selected for the final round, Robeco won based on its segmentation and marketing best practices.

Innoveer is proud to have Robeco Direct as a customer and to work with the company to expand its customer management initiatives. Innoveer helped plan and implement Robeco's marketing analytics capabilities within the company's existing infrastructure to improve overall efficiency and effectiveness. With the use of marketing analytics, several disparate data sources were combined to reduce the time required for segmentation and reporting, and enable Robeco to closely monitor campaigns and make changes and adjustments as necessary. As a result of these enhancements, Robeco is able to improve its overall marketing effectiveness, while decreasing internal costs at the same time.

If you would like additional information about Innoveer's work with Robeco or marketing-focused offerings, please contact Jennifer Yanoff at +1 617-225-7914 or at jyanoff@innoveer.com.

CUSTOMER Q&A: DICE CAREER SOLUTIONS, INC.
Kent Thompson, Vice President, Sales Operations

Innoveer: What were the business challenges that led Dice to evaluate and implement its CRM program?

KT: Our goal at Dice is to be the leading provider of specialized career sites and career fairs for technology, engineering, and security-cleared professionals. To achieve this goal, we must have a clear view of all active customers and prospects from a sales and marketing perspective, as well as integration of all customer activities throughout the Dice system for improved customer service and finance support. This was not possible with our previous customer management tool, which was a very basic contact management system.

Innoveer: How does your CRM system enable data analysis and improved management of your overall business?

KT: By placing more information into our system, we are able to extrapolate the data, evaluate our business success, and determine our future needs. For example, we are now using our data to assess customer acquisition and attrition rates, develop daily sales and inactive client reports, and complete numerous other trending analyses that evaluate our business on a day-to-day basis.

Innoveer: How does your CRM program help to achieve your overall business objectives?

KT: As an organization, we always want to be bigger, faster, and better. We grow our business at exponential rates and set lofty goals — expecting both organic and product growth over time. Now, we have a stable, supported, and web-based infrastructure that will scale with us as needed and help us improve our overall efficiency and business effectiveness, while minimizing internal disruption and momentum.

Innoveer: What was your impression of Innoveer's Multishore Methodology?

KT: For us, Innoveer's Multishore Methodology was a success. When relying on Innoveer, we trust the team — that is the core, as well as the extended team — whether that is onshore or offshore. We trusted Innoveer to manage the technical work of the offshore team, and the capabilities of the offshore team met and exceeded our expectations.

IMPROVING MARKETING EFFECTIVENESS WITHIN THE MEDICAL DEVICE INDUSTRY

Manufacturers working in today's medical device industry face numerous business challenges. These include a limited window of opportunity to market products under patent, increasing competition, the ongoing need to reduce operating costs and refine pricing structures, and mergers, acquisitions, and partnerships that require continual business model refinement.

To overcome these challenges and improve overall sales and marketing effectiveness, medical device companies must focus on better capturing and analyzing essential source data — including leads and contracts, device inventories, and maintenance contracts — to identify small, high-value customer segments and ensure more targeted and frequent marketing campaigns. However, to accomplish this, companies require a plan to understand where critical source data currently resides, how to capture and centralize essential information, and how to employ customer management and analytics capabilities to better manage marketing programs and tie sales and marketing efforts to the bottom line.

Following these initiatives, medical device manufacturers are able to better identify prospects, secure additional business, up- and cross-sell across brand and product lines, and generate actionable intelligence to drive the overall business strategy and future development. Additional business outcomes include reduced cost-per-lead and increased lead quality, and streamlined inventory tracking and management.

If you would like to receive Innoveer’s white paper, "Maximizing Marketing Effectiveness through Targeting and Segmentation," please contact Jennifer Yanoff at +1 617-225-7914 or at jyanoff@innoveer.com.

ANNOUNCEMENTS

•	Read Innoveer's latest white paper, "Finding the True Customer Record," detailing how service-oriented architectures (SOAs) help high-technology companies better manage customer data, improve business efficiency, and ensure a single, definitive source of information
•	View "Maximizing Growth and Optimizing Sales Through CRM," a white paper that discusses how sophisticated customer management enables medical device companies to better control pricing and costs, while also improving sales and marketing operations
•	New customers this quarter include Juniper Networks, Inc., Irish Life & Permanent Plc, Kronos, Inc., and Radio Frequency Systems

BENEFITING FROM ANALYTICS

Sales and marketing teams — across all industries — collect and generate valuable customer data from which they produce detailed reports. However, many are not completely satisfied with the results they derive and do not understand the meaning of their reports or the reasons for them. As a result, many executives want to better understand how to turn their customer and prospect data into intelligence they can use to better manage, execute, and support their overall strategic direction and business objectives.

To address this need, many companies are taking their CRM programs to the next level by implementing sophisticated Business Intelligence (BI) capabilities to identify trends and better understand customers' current and future needs.

One large European banking institution and Innoveer client — disappointed in its data and reporting capabilities — worked with Innoveer to build effective reports that would help achieve individual and company objectives. By involving employees throughout the process and developing the appropriate reports, this company was able to increase overall user adoption of its CRM system, while also improving its sales performance, marketing campaign effectiveness, and business and strategic trending capabilities.

To maximize business outcomes from analytics and reporting tools, organizations must understand where they store customer data, the quality of their information, and whether customer-facing employees are collecting the necessary information to appropriately analyze data and measure results. Answering these questions is the first step in planning for BI, building and analyzing reports, and helping sales, marketing, and customer service teams become more effective. With the information collected, organizations are able to pinpoint their most profitable customers, which offers entice customers to make purchases, which customers are most likely to defect to competitors, and the major contributing factors that impact service costs.

If you would like additional information about specific reports applicable to your industry, or if you would like to understand how analytics capabilities can improve your business outcomes, please contact Jennifer Yanoff at +1 617-225-7914 or at jyanoff@innoveer.com.

INCREASING PHARMACEUTICAL SALES EFFECTIVENESS

Ensuring well-targeted and effective physician and consumer sales and marketing efforts that drive maximum revenue is extremely important for pharmaceutical companies. Many already track leads, meetings, and samples; gauge physicians' reactions to products; purchase third-party sales information; and utilize SFA capabilities. However, a major challenge for pharmaceutical companies still remains: merely amassing data does not automatically produce actionable sales and marketing intelligence, targeted marketing campaigns, or improved sales effectiveness.

To achieve these objectives, Innoveer Solutions offers a service for helping organizations rapidly identify data collection and analysis requirements and the sales-related business process improvements necessary to ensure more efficient sales efforts and increased field force productivity. After working with Innoveer to improve sales force effectiveness, pharmaceutical companies are able to spot coverage gaps and areas of over-saturation and increase sales efficiency. Further results include enhanced marketing effectiveness, increased brand loyalty, improved up- and cross-selling opportunities, and optimum revenue potential during limited patent windows.

Click here for more information on improving sales effectiveness within the pharmaceutical industry or contact Jennifer Yanoff at +1 617-225-7914 or at jyanoff@innoveer.com.