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

Hannele Orjala
29.6.2016
2
Services subject to charge
Sales by product group in 2004
EUR 1,000
3,235
Special compilations
1,604
Publications
1,558
Interview surveys
105 personyears
1,192
Electronic products and services
21
chargeable
e-services
Total annual
revenues
EUR 8.3
million
100% cost
coverage, in
2003-2005
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
Hannele Orjala
29.6.2016
3
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
29.6.2016
4
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
29.6.2016
5
Statistical information on the Internet
www.stat.fi
Statistics
 Products and services
 25 statistical topics
 Online services
 Nearly 700
 Software products
statistical releases
 Research services
per year
 Register services
 Information about statistics
 Archive services
 Descriptions and
 Data supplier
background information
services
about statistics

Hannele Orjala
Publications
 Magazines
 Training
services
 Library
of Statistics
 Links

29.6.2016
6
Hannele Orjala
29.6.2016
8.6.2005
7
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

Year
2002
2004
%
Central government
Enterprises
Local government
Research Institutes
Organisations
Educational Institutions
Libraries
Foreign customers
2,3
1,8
1,6
1,4
0,7
0,2
0,2
0,1
28
22
19
17
8
2
2
1
Total
8,3
100
Strategic and
key customers
Hannele Orjala
29.6.2016
8
Customer relationship management at Statistics Finland
Key Account Manager/
Key account team
Development of
Managing of
customer relations customer relations
Customer segment
manager/team
Board of customer
relations
Follow-up
/indicators
Development of
segment programmes
Identification
and selection
of customers
Practices
and follow-up
Follow-up
/indicators
Customer
processes
Follow-up
/indicators
Process owner - Director, marketing
Links
Strategy
Management
Communications strategy
Service strategy
Distribution strategy
Hannele Orjala
Customer feedback
29.6.2016
9