Database Reference
In-Depth Information
Supported sales performance analysis include pipeline analysis, sales volume analysis, Top
N
opportunities, order and contract analysis, sales funnel analysis, and customer profitability and
customer lifetime value (CLTV) analysis.
Sales performance analysis is divided into the following areas:
◾
Finances
: Pipeline analysis for opportunities and open contracts provide an overview of cur-
rent and expected development. Using sales order analysis, open and incoming order value
as well as the potential sales volumes can be analyzed.
◾
Customers
: ABC analysis can be used to compare and categorize different customers accord-
ing to the degree of importance. Analyses can also be conducted on customer value and
profitability.
◾
Sales process
: The Follow-up on business transactions such as opportunity quantities, success
rates, profit and loss comparisons, quotation analysis, and the connection between quota-
tions and contracts or sales orders that are actually won.
◾
Employee development
: Satisfaction surveys can be used to analyze staff turnover, the number
and costs of courses and the number of participants, sick leave and overtime figures, and
employee satisfaction.
8.3 SAP Service
Service plays a key role in retaining customers for the long term. SAP recognizes the importance
of customer service through a wide range of applied functionality within the integrated solution of
SAP CRM. The SAP CRM service components support the entire service cycle right from the ini-
tial contact with the customer, to the carrying out of services or the shipment of parts, to billing.
8.3.1 Salient Features
◾
Installed base management
: Management of installed equipment at customer sites
◾
Warranty management
: Management of warranty, claims, and services rendered to
customers
◾
Knowledge management
: Compilation and access to issues and solutions reported in the field
updated with analyses back home
◾
Contract and entitlement management
: Management of service contracts, SLAs, and service
rendered against these contracts
◾
Resource planning
: Management of schedule and dispatches of field service professionals
◾
Service order and service ticket
: Recording and follow-up on service orders and delivery
◾
Complaints and returns
: Registration of complaints and returns processing
◾
Service analytics
: Performance reporting of the services delivered
8.3.2 Feature Details
8.3.2.1 Installed Base Management
The management of existing customer installations refers to all of the different equipments
installed at the company sites. Individual pieces of equipment are termed as
objects
; when an indi-
vidual piece of equipment belongs to a larger group of installed equipment, the object is termed as
component
of that particular installed base
.
