Interactive Reporting SAP Best Practices
Purpose and Benefits • Purpose • This scenario describes how to configure the CRM system in order to view reports in the areas of marketing, sales, and service. • Configuration is carried out in the CRM client as well as in the reporting client. • Benefits • Delivers accurate, timely, actionable information to executives, managers, and front-line workers • Is fully embedded into SAP CRM transactional applications • Is ready to run, requiring minimal setup & training
Required SAP Applications and Company Roles • Required • SAP CRM 7.0 EhP1 • Company roles involved • Business user responsible for data analysis • To give you an overview of the scenario presented in this document, the main reports are described on the following slides.
Interactive Reporting: Available Reports Interaction Center Reporting* Interaction Records: This report provides the number of interaction records by account and category for customers. It helps to identify the number of interaction records being created by category as well as who the customer was for the interaction. Service Request: This report provides the number of service requests by account, status and priority. It allows to engage higher priority items to ensure resolution is completed in a timely and efficient manner. *These reports are created with the wizard as sample reports for the areas of Interaction Records and Service Requests.
Interactive Reporting: Available Reports Marketing Reporting Lead Status Analysis: This report provides the number of leads by qualification level as well as the status for individual months. Lead Origin Status: This report analyzes the leads according to their status (open, lost, won), their qualification level (cold, hot, warm), and shows the number of leads belonging to these categories. Campaign Effectiveness: This report displays the number of contacts, the number of responses, and the number of leads by campaign. Marketing Contact List: This report (technically not a CRM Interactive Report, but based on a search query) provides an overview of the selected campaigns. It displays the campaigns, target groups, business partners, statuses, and other information. Marketing Contact Summary: This report (technically not a CRM Interactive Report, but based on a search query) helps the user monitor the progress and success of the selected campaigns. It shows planned outbound activities and actual successful outbound activities, which enables users to decide what requires their attention most.
Interactive Reporting: Available Reports Sales Reporting Accounts with Open Activities: This report provides a list of the account names and the number of open activities. You can branch to each individual account for further analysis. Active Accounts: This report provides a list of accounts with activities including the direction (inbound or outbound). You can branch to each individual account for further analysis. Accounts with Open Opportunities: This report provides a list with the account names and the number of open opportunities. You can branch to each individual account for further analysis.
Interactive Reporting: Available Reports Sales Reporting Closed Opportunities: This report provides a list of closed opportunities divided according to their status (lost and won). Opportunity Sources: The number of opportunities is displayed by closing date and sales stage including expected sales volume, if applicable. Opportunity Pipeline: This report provides a list of opportunities in the pipeline including the expected sales volume. Top 5 Competitors: This report shows the top 5 competitors in current opportunities. Win/Loss Analysis by Reason: The number of opportunities is displayed according to their status (won or lost), the reason for the win or loss, and the sales stage.