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Statistics Finland

Statistics Finland. 3rd Nordic Marketing Conference 13 - 15 June 2005 Helsinki. Presentation. Key figures of statistical services Development in recent years Development of web services Customer Relationship Management. EUR 1,000. 3,235. Special compilations. 1,604. Publications. 1,558.

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Statistics Finland

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  1. Statistics Finland 3rd Nordic Marketing Conference13 - 15 June 2005 Helsinki

  2. Presentation • Key figures of statistical services • Development in recent years • Development of web services • Customer Relationship Management Hannele Orjala

  3. EUR 1,000 3,235 Special compilations 1,604 Publications 1,558 Interview surveys 1,192 Electronic products and services 546 Register services 39 Diskette products 194 Other income 0 500 1,000 1,500 2,000 2,500 3,000 3,500 4,000 Services subject to chargeSales by product group in 2004 Total annual revenues EUR 8.3 million 105 person-years 100% cost coverage, in 2003-2005 21 chargeable e-services Hannele Orjala

  4. Statistics Finland’s operating strategy • Statistics Finland updated its operating strategy in November 2003 • Focus on • Value for data users • we develop our customer relationships and customer knowledge with the aim of becoming a consistently serving agency • we sell statistical services to raise the utilisation rate of databases to provide added value for customers • Consistent network services • we use information networks increasingly in our communication with customers Hannele Orjala

  5. Achieved in recent years • Customer Relationship Management - co-operation with segments and key customers • Customer database • Business Intelligence system • New chargeable web services (income from EUR 0 to 1.2 mil.) • New contents: e.g. monthly business indicators • Web School • Research Laboratory, Survey Laboratory • Production model - PX Web • Quality award application • Owners of the processes (product development, customer process) Hannele Orjala

  6. Statistical information on the Internet www.stat.fi • Statistics • 25 statistical topics • Nearly 700 statistical releases per year • Information about statistics • Descriptions and background information about statistics • Products and services • Online services • Software products • Research services • Register services • Archive services • Data supplier services • Publications • Magazines • Training services • Library of Statistics • Links Hannele Orjala

  7. Hannele Orjala

  8. Customer capital in CRM database • 14,400 principal customers, 22,100 establishment customers, around 29,000 contact persons • 1,350 new establishment customers annually • 9,590 establishment customers annually Strategic and key customers Hannele Orjala

  9. Customer relationship management at Statistics Finland Key Account Manager/Key account team Customer segment manager/team Board of customerrelations Process owner - Director, marketing Links Development of customer relations Managing ofcustomer relations Follow-up/indicators Development ofsegment programmes Follow-up/indicators Identification and selectionof customers Customer processes Follow-up/indicators Practicesand follow-up Strategy Management Service strategy Communications strategy Customer feedback Distribution strategy Hannele Orjala

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