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Each analysis performed in SAP Customer Relationship Management (SAP CRM) requires that all relevant customer information from different sources, channels, and communication channels be pooled into the same customer knowledge base. This requirement is fulfilled by using SAP NetWeaver Business Intelligence (SAP NetWeaver BI).

The comprehensive range of analysis options delivered in SAP NetWeaver BI allows you to measure the success of your company by monitoring historic data and key figures. This provides you with a deeper understanding of your customer relationships and enables you to improve company results and performance in all activities relating to marketing, sales, and service.

Integration

You can extract data from SAP CRM (or any other SAP source system) into SAP NetWeaver BI. Data extraction operates in the same way as extraction from any other SAP source system into SAP NetWeaver BI. For more information, see SAP Library under   SAP NetWeaver 7.0 2004s   SAP NetWeaver Library   SAP NetWeaver by Key Capability   Information Integration by Key Capability   Business Intelligence   Data Warehousing   Data Acquisition   Data Extraction from SAP Source Systems  .

Prerequisites

Maintain the settings in Customizing for Integration with Other mySAP Components, by choosing   Data Transfer to the SAP Business Information Warehouse   Settings for Application-Specific DataSources (CRM)  . Here you can maintain CRM-specific settings, such as those for the BW Adapter. For more information, see The BW Adapter.

You trigger the data transfer using the Scheduler in SAP NetWeaver BI. For more information, see SAP Library.

Features

  • SAP NetWeaver BI delivers comprehensive Business Content for analyzing the data extracted from SAP CRM. You can use this Business Content to store and evaluate your data. For more information, see SAP Library under   SAP NetWeaver 2004   Information Integration   BI Content   Customer Relationship Management   .

  • The tool that you use in SAP NetWeaver BI to analyze the data in this Business Content is the Business Explorer. It allows you to analyze historic data and current data to different levels of detail and from different perspectives, using the Web as well as Excel sheets in Microsoft Excel. For more information, see SAP Library under   SAP NetWeaver 2004   Information Integration   SAP Business Information Warehouse   BI Suite: Business Explorer   .

  • As an alternative to analyzing data directly in SAP NetWeaver BI, you can allow your employees to work in workbooks on their mobile clients. For more information, see Providing Mobile Clients with SAP BW Data.

  • SAP NetWeaver BI supports operational reporting on the data retrieval side by providing the option of loading data from the source system in near real time. The real-time data acquisition process allows you to supply DataStore objects from the source data layer in SAP NetWeaver BI with this data for operational reporting purposes. For more information, see Real-Time Data Acquisition.

  • Information Consumer Pattern is available in SAP NetWeaver BI for experts who need specially customized data for their operational tasks. For more information, see Information Consumer Pattern.