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Statistics Finland

Delve into the transformation of statistical services at Statistics Finland, focusing on customer relationship management, web services, and key figures. Explore developments in recent years and their impact on enhancing data utilization and customer value. Presentation by Hannele Orjala at the 3rd Nordic Marketing Conference in Helsinki.

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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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