CRM Success Metrics. Drivers & Metrics for Successful CRM: in Theory & in Practice

Transcription

1 CRM Success Metrics Drivers & Metrics for Successful CRM: in Theory & in Practice

2 Agenda 1. Introduction 2. Talent Acquisition Performance Drivers 3. #2: Developing Candidate Pools 4. #1: Relationships (Internal & External) 4. TRM Metrics 5. Q&A 2

3 Introduction MELANIE STRACKE JENS BENDER Teamlead Sourcing & Scouting ASG at Co-Founder & Head of Marketing and Operations at Kronberg, Germany Munich, Germany 3

4 Agenda 1. Introduction 2. Talent Acquisition Performance Drivers 3. #2: Developing Candidate Pools 4. #1: Relationships (Internal & External) 5. TRM Metrics 6. Q&A 4

5 High Talent Acquisition Performance Drivers (Bersin) Source: High-Impact Talent Acquisition, Key Findings and Maturity Model, Bersin by Deloitte,

6 High Talent Acquisition Performance Drivers (Bersin) Focus of this workshop Source: High-Impact Talent Acquisition, Key Findings and Maturity Model, Bersin by Deloitte,

7 Agenda 1. Introduction 2. Talent Acquisition Performance Drivers 3. #2: Developing Candidate Pools 4. #1: Relationships (Internal & External) 5. TRM Metrics 6. Q&A 7

8 #2: Developing Candidate Pools When recruiters work to develop candidate pools, they may make contact with hundreds of prospects per week There are a number of ways recruiters can monitor or track their progress or connections #2 TA performance driver & 2x more influential than other TA performance drivers Only 14% of companies strongly agree that they build relationships with potential talent Source: Bersin by Deloitte (2014) 8

9 How do you develop and nurture candidate pools in your company? What segmentation do you apply? 9

10 Accenture: CareerLounge The CareerLounge is an exclusive network of talent who want to stay in touch Highly personalized, responsive on-demand platform candidates can access 24/7/365 Best talent remains engaged throughout the career lifecycle ( 15 months to hire) Talents can move through the established networks (or pools in a single network) Strong employer branding remains constant and motivating force Proven Success Model: Continuously increasing contribution to recruiting 10

11 Accenture: CareerLounge Structure Campus teams Career fairs Selected events TRM program (best interns) Current & former interns Suitable second best applicants Selected referrals MYENTRY (GRADUATES) MYFUTURE (INTERNS) MYPOTENTIAL (EXPERIENCED) Top candidates closely engaged in three exclusive networks 11

12 Agenda 1. Introduction 2. Talent Acquisition Performance Drivers 3. #2: Developing Candidate Pools 4. #1: Relationships (Internal & External) 5. TRM Metrics 6. Q&A 12

13 #1: Relationships (Internal & External) Recruiter has extensive knowledge of business and talent strategy and leverages it to deliver talent solutions Recruiter utilizes external market knowledge to help influence or inform candidate profiles while setting realistic expectations for key recruiting metrics #1 TA performance driver & 4x more influential than other TA performance drivers These relationships enable the TA function to operate as a trusted business partner across the organization Source: Bersin by Deloitte (2014) 13

14 How do you create a connection between recruiter & candidate along the candidate journey? 14

15 CareerLounge Snapshot Progressive Profiling Candidates are encouraged to complete / update profile on the fly Personalized Feed Relevant, personalized content based on candidate profile and pool(s) they belong to Designated Entry Coach Relevant point of contact for candidates to reach out to quickly and easily Upcoming Events Snapshot of events relevant to the individual candidate Interactive Candidates can share & discuss insights relative to the content Best Matching Jobs Job matching algorithm will immediately display the jobs that best match the profile 15

16 Accenture: Developing Relationships Entry Coach Internal Match Maker TRM Spocs Candidates have Entry Coaches they can directly get in touch with Entry coaches reach out to candidates proactively and thus establish relationships Entry coach builds relationships along the candidate journey (introduction video, content, communication) Match Maker creates connection between entry coaches/ candidates and recruiters Based on a predefined candidate searches and job matching algorithms, the match maker tries to identify best matches between requisitions and talent Regular involvement and feedback of recruiters in their role as TRM Spocs helps improve matching between TRM and recruiting needs Attractiveness of different candidate sourcing as well as engagement initiatives can be evaluated 16

17 Agenda 1. Introduction 2. Talent Acquisition Performance Drivers 3. #2: Developing Candidate Pools 4. #1: Relationships (Internal & External) 5. TRM Metrics 6. Q&A 17

18 TRM Metrics - Introduction IDENTIFY ENGAGE TRM Success WIN 18

19 How do you measure TRM success? Which KPIs / metrics do you use? 19

20 Accenture Key TRM Success Metrics New candidate per lead source in TRM IDENTIFY Profile completeness of candidates in TRM Contacts per candidate via TRM ENGAGE Logins & profile updates in TRM Clicks on Job Offers via TRM WIN Applications via TRM Number of New Hires via TRM OVERALL Conversion Rate of TRM Time to Hire of TRM 20

21 Agenda 1. Introduction 2. Talent Acquisition Performance Drivers 3. #2: Developing Candidate Pools 4. #1: Relationships (Internal & External) 5. TRM Metrics 6. Q&A 21

22 QUESTIONS & ANSWERS DISCUSSION 22

23 Thank You for Your Participation MELANIE STRACKE JENS BENDER Teamlead Sourcing & Scouting ASG at Co-Founder & Head of Marketing and Operations at Kronberg, Germany Munich, Germany 23