使用 CRM 数据进行查询Queries with CRM data

在工作区分析中成功上载并处理公司的客户关系管理 (CRM) 数据后,您可以使用人员、人员到组和组间的查询来执行组织和 CRM 数据分析的合并,如:After you've successfully uploaded and processed your company’s Customer Relationship Management (CRM) data in Workplace Analytics, you can use person, person-to-group, and group-to-group queries to do combined organizational and CRM data analysis, such as:

  • 分析销售或其他团队花费的时间和帐户的使用情况,以及在 CRM 中定义的帐户的网络大小。Analyze the time your sales or other teams spent with accounts and the network size for accounts as defined in your CRM. (现在,您可以使用特定域获取花费的时间和网络大小。 ) (Today you can get time spent and network size by using specific domains.)
  • 分析与 CRM 联系人的协作数据并按您选择的任何 CRM 帐户属性进行筛选或分组,如帐户层、帐户地理位置或帐户收入潜力。Analyze collaboration data with CRM contacts and filter or group by any CRM account attribute you choose to upload, such as account tier, account geography, or account revenue potential.
  • 分析与 CRM 联系人的协作数据,并按您选择的任何 CRM 联系人属性进行筛选,如联系人级别、联系人功能或联系人位置。Analyze collaboration data with CRM contacts and filter by any CRM contact attribute you choose to upload, such as contact level, contact function, or contact location.

人员查询Person queries

工作区分析中的人员查询可帮助您了解个人如何使用 CRM 联系人和客户来投资他们的时间。Person queries in Workplace Analytics help you understand how an individual invests their time with your CRM contacts and accounts. 查询结果列出了个人 ( "人员" ) 其 PersonIDs (取消识别的) 、在查询 (中定义的一个或多个指标(如可以通过参与者 CRM 帐户属性筛选的会议或电子邮件)。The query results list individuals ("Persons") by their PersonIDs (de-identified), one or more metrics that you define in the query (such as Meetings or Emails sent) that can be filtered by the Participant CRM account attribute.

例如,如果提供了 CRM 数据,则可以为 AccountRevenue 每个销售团队成员的会议衡量会议) (指标,其中至少有一个参与者的联系人的帐户的大于100000美元。For example, if CRM data is available, you could analyze meeting metrics (hours) for each sales team member for meetings with at least one participant who is a Contact whose Account has AccountRevenue greater than one hundred thousand dollars. 然后,将这些结果与仅与内部参与者的会议的会议总小时数进行比较。Then compare these results to the total meeting hours for meetings with internal participants only. 通过比较两个自定义会议时间指标,将显示每个销售人员的时间分配。By comparing the two customized meeting hours metrics shows the time allocation of each salesperson.

若要了解有关如何通过组织数据创建人员查询和筛选指标的详细信息,请参阅 人员查询To learn more on how to create Person queries and filter metrics by organizational data, see Person queries.

人员对组查询Person-to-group queries

工作区分析中的 "人员到组" 查询可帮助您了解个人如何使用 CRM 联系人和客户来投资他们的时间。Person-to-group queries in Workplace Analytics help you understand how an individual invests their time with your CRM contacts and accounts. 查询结果列出了个人 ( "时间投资者" ) 其 PersonIDs (取消识别的) 、您在查询中定义的一个或多个组 ( "它们的协作者" ) ,以及时间投资者与您定义的组的花费时间量。The query results list individuals ("time investors") by their PersonIDs (de-identified), one or more groups that you define in the query ("their collaborators"), and the amount of time that the time investor spends with the groups that you define.

若要了解有关时间分配的详细信息,请参阅有关如何创建这些查询的常规信息和分步说明,请参阅 人员到组的查询To learn more about time allocation, general information about, and step-by-step instructions on how to create these queries, see Person-to-group queries.

组到组查询Group-to-group queries

工作区分析中的组到组查询提供的结果可帮助您了解团队如何使用 CRM 帐户和联系人投入时间。Group-to-group queries in Workplace Analytics give results that help you understand how a team invested their time with CRM accounts and contacts. 查询结果列表组(由您选择的组织和 CRM 属性定义)以及第一组中的人员在第一组中的 "时间投资者" () 分配给其他组 ( "协作者" ) 。The query results list pairs of groups, as defined by the organizational and CRM attributes that you choose, along with how much time people in the first group (the "time investors") allocated to other groups ("collaborators").

例如,如果 CRM 数据可用,您可以分析每个销售人员 (的时间等于) 使用白金级客户 (CRM AccountTier (白金) )所花费的时间。For example, if CRM data is available, you could analyze how much time each sales person (FunctionType equals Sales) spent with platinum-tier customers (CRM AccountTier equals Platinum).

若要了解有关如何创建这些查询的常规信息和分步说明,请参阅 组到组查询To learn general information about and step-by-step instructions on how to create these queries, see Group-to-group queries.

数据分析选项Data analysis options

在工作区分析中成功 上传和处理 CRM 数据 之后,可使用其他用户、人员对组或组到组的查询的其他选项。After you successfully upload and process CRM data in Workplace Analytics, the following additional options are available for person, person-to-group, or group-to-group queries.

  • 在 " 投资时间 " 部分,您可以根据自己的 HR 属性筛选,以包含特定的时间投资者。In the Time investors section, you can optionally filter to include specific time investors based on their HR attributes. 假定您已将卖方上载到帐户映射表并完成了 "帐户所有者" 字段,则还可以根据他们拥有或已分配的帐户的帐户属性筛选特定时间投资者。Assuming you have uploaded the seller to account mapping table and completed the account owner fields, you can also filter specific time investors based on account attributes for the accounts they own or have been assigned.

  • 如果您在 上载过程中将 CRM 卖家和帐户数据映射到帐户所有者,则可以基于在 " 投资者 " 一节中为其分配的帐户的帐户属性筛选卖方或 sales 团队。If you mapped your CRM seller and account data to account owners during the upload process, you can filter sellers or sales teams based on account attributes for the accounts they are assigned in the Time investors section.

    例如,下图显示了 > FunctionType 的员工筛选器。 > 的 Sales Customer 筛选器的 IsAccountOwnerIsSeller > 等于 > True,这将在也是客户所有者的销售中包含员工时间投资者的查询结果。For example, the following graphic shows an employee filter of FunctionType > Equals > Sales and customer filters of IsAccountOwner or IsSeller > Equals > True, which will include query results for employee time investors in Sales who are also account owners.

    CRM 的组和筛选器时间投资者

  • 在这种情况下,协作者尚未分组。At this point, the collaborators are not grouped yet. 在 " 协作 者" 部分中,回答下列问题,以选择与所选的时间投资者进行交互的合作者。In the Their collaborators section, answer the following questions to select which collaborators interacted with the selected time investors.

    • 是否要排除任何协作者?Do you want to exclude any collaborators? -使用此项添加客户属性,以排除特定属性(如帐户或 AccountName)的组或组协作者。- Use this to add customer attributes to exclude groups or group collaborators by specific attributes, such as Accounts or AccountName.

    例如,下图显示了 AccountAnnualRevenue 低于 1000的客户筛选器,它将从查询结果中排除少于此年收入额的客户。For example, the following graphic shows a customer filter of AccountAnnualRevenue less than 1000, which will exclude customers with less than that amount of annual revenue from the query results.

    CRM 协作者

    • 您希望如何对与时间投资者进行协作的人员进行分组?How do you want to group the people who collaborate with the time investor? -使用此项来对协作者进行分组,以分析与时间投资者进行交互的组。- Use this to group the collaborators to analyze which groups interacted with the time investors.

    • 您是否要将分析重点放在一组特定的协作者上,并将所有其他人作为 "未分类" 进行分组?Do you want to focus the analysis on a particular set of collaborators and group all others as "Unclassified"? -使用此项将协作组组合在一起,以隔离与时间投资者进行交互的其他特定组。- Use this to combine groups of collaborators for the purpose of isolating other specific groups who interacted with the time investors.

    • 当您选择 CRM 组-按属性或筛选器时,对于人员查询,您会问: 您想要如何将协作者加入帐户?When you select a CRM group-by attribute or filter, for Person queries, you're asked: How would you like to join collaborators with accounts? 或者,对于人员到组或组到组的查询,您会问: 您想要如何将 外部 合作者加入帐户?Or for Person-to-group or Group-to-group queries, you're asked: How would you like to join external collaborators with accounts? 以下是上述任一问题的选项:The following options are the same for either question:

      • 与 crm 数据的默认匹配 项-此选项仅使用 crm 上载中导入的数据来匹配 Office 365 外部协作者的电子邮件地址和 crm 联系人的电子邮件地址。Default match with CRM data - This option only uses the imported data from the CRM upload to match up email addresses for Office 365 external collaborators with email addresses for CRM contacts.
      • 默认值 + 与 CRM 数据的外 接程序匹配-这是首选的默认选项,因为它支持外部协作者的更多范围以及捕获更多客户交互。Default + Extrapolation match with CRM data - This is the preferred, default option, because it enables more coverage for external collaborators and for capturing more customer interactions. 它执行与其他选项相同的电子邮件比较。It does the same email comparison as the other option. 但是,对于任何不 匹配的外部协作者,它将计算最可能与之匹配的 CRM 帐户的概率。However, for any unmatched external collaborators, it then calculates the probability of which CRM account they most likely match up with. 如果外部协作者属于特定 CRM 帐户的可能性较高,则将该外部协作者分配给该帐户。If the probability that an external collaborator belongs to a specific CRM account is high, that external collaborator is assigned to that account.

使用 CRM 数据的示例查询输出Sample query output with CRM data

下图显示了可能会在输出 .csv 文件中看到的示例 CRM 数据。The following graphic shows example CRM data that you might see in the output .csv file.

使用 CRM 数据的查询输出

此输出包括以下内容,使您可以执行进一步的分组以进行更高级的数据分析。This output includes the following, which enables you to perform even further grouping for more advanced data analysis.

  • Week -满足时间投资者筛选条件的人员与客户合作的周数。Week - The number of the week that the person that meets the time investor filter criteria collaborated with the customer.
  • 为符合时间投资者筛选条件的每个已衡量员工提供PID -已确定的 PersonIDs。PID - De-identified PersonIDs for each measured employee that meets the time investor filter criteria.
  • 其他 HR 属性 -仅显示允许在报告中为这些测量的员工显示的那些属性,例如 FunctionType 和 Role。Other HR attributes - Only shows those that are allowed to show in the report for these measured employees, such as FunctionType and Role.
  • 协作者帐户 -显示基于协作者组属性的客户帐户名称。Collaborator Account - Shows customer account names based on the collaborators group attributes.
  • 帐户属性 -显示每个协作者帐户的属性,例如 IsStrategicAccount。Account attributes - Shows each collaborator account's attributes, such as IsStrategicAccount.
  • IsOwnedAccount -如果通过 CRM 上载中的帐户和卖方映射将度量的员工指示为该帐户的卖家,则它将推断是否由符合时间投资者筛选条件的人员分配或拥有的帐户。IsOwnedAccount - If the measured employee is indicated as a seller for that account through the account and seller mappings in your CRM upload, it infers if the account is assigned or owned by a person that meets the time investor filter criteria.
  • 其他适用的指标 -基于创建查询时选择的属性,如 "协作时间" 和 "网络大小"。Other applicable metrics - Are based on the attributes selected when creating the query, such as collaboration hours and network size.

分析方案Analysis scenarios

下面的业务方案是您可以使用工作区分析查询来分析组合的 CRM 和组织数据的几种方法。The following business scenarios are a few of the ways you can use Workplace Analytics queries to analyze combined CRM and Organizational data.

分析 1-卖方 "按值确定帐户优先级" 未对齐Analysis 1 - Sellers' prioritization of accounts by value is misaligned

若要评估帐户的优先顺序,可以将卖方的时间与特定帐户及其价值潜力关联起来,如下图所示。To evaluate prioritization of accounts, you can correlate sellers’ time with specific accounts and their value potential, as shown in the following graphic.

将 CRM 卖方转移到帐户时间关联

若要查看这种关联,可以创建如下图所示的查询,以查看客户与其年收入相比的时间投资,这可以突出显示优先顺序的任何 misalignments 在帐户级别。To see this correlation, you can create a query as shown in the following graphic to look at the time investment with customers as compared to their annual revenue, which can highlight any misalignments in prioritization at an account level. 这可以显示高价值帐户在什么程度上无法充分关注或低价值帐户可能会从卖方中耗费过多时间。This can show where high-value accounts might not be getting enough attention or low-value accounts might be demanding too much time from sellers.

将 CRM 卖方转移到帐户时间关联查询

分析 2-需要改进其客户网络的卖方Analysis 2 - Sellers need to improve their customer networks

您需要将与客户的连接数以及与每个帐户的连接进行比较,如下图所示。You need to compare the number of connections with customers, as well as the connections with each account, as shown in the following graphic. 这些连接指示对客户帐户的参与深度。These connections indicate the depth of involvement with customer accounts.

CRM 卖家网络大小

在复杂的销售解决方案中,与客户所花的总时间相比,与客户建立成功的完全连接。In complex sales solutions, it's the intimate connections with customers that drive success when compared to the total time spent with customers. 通过在客户帐户中扩展其网络,卖方可以了解更多相关问题,并向其客户提供更具吸引力的销售解决方案。By expanding their network within customer accounts, sellers can learn more relevant issues and present more compelling sales solutions to their customers. 按照下图中所示,创建用于分析的查询。Create a query as shown in the following graphic for your analysis.

CRM 卖家网络大小查询

分析 3-卖方相对于内部需求具有有限的客户重点Analysis 3 - Sellers have limited customer focus relative to internal demands

您可以分析不同的销售角色花费的时间与将精力集中在客户上所花的时间相比较。You can analyze how the different sales roles spent time as compared to time spent focusing on customers. 复杂的内部流程可以限制花费更多时间与客户的能力。Complex internal processes can limit the ability to spend more time with customers.

CRM 客户聚焦

若要执行此操作,您可以创建下图中所示的查询,以分析客户数与仅限内部工作的比率,并评估卖方在内部和外部协作者上花费了多长时间。To do this, you can create a query as shown in the following graphic to analyze the ratio of customer hours to internal-only hours and evaluate how much time a seller is spending on internal and external collaborators.

CRM 客户焦点查询