CRM Acceleration London, September 2012, Presentation Best Practices Reporting

1. How to create reports with
Sugar
Sugar Best Practice

2. Imagine this scenario?
We currently have an existing CRM system which isn't working for
us. Management have asked us to prove that CRM is worthwhile for
our organisation. We see the value of CRM and use it on a regular
basis but we are looking for facilities in your CRM system that will
help us to track performance and prove the value of CRM in our
organisation.

3. Reporting types
• Rows & Columns
– Lists for Campaigns
– Data for exporting
• Summation
– High level pipeline
– Account Summaries
• Summation with Details
– Detailed Pipeline
– Cases by Status
• Matrix
– Cases closed by user, by month, by account
– Leads converted by rep, by quarter, by campaign

4. Reporting in Enterprise
• SQL Queries
– Custom Queries
– Report against the audit table (change log)
– Calculations on the Fly
– Access to additional tables

5. Dashboards
• Users can create any
number of custom
dashboards based on any
variable within Sugar
• Dashboards display real-
time information
• Charts can be shared across
individuals, teams, or the
entire company
• Charts have hover
behaviours for percentages,
and drill-downs to see the
detail.

6. Demonstration
Show me Sugar reporting…!

7. Solutions…
Issue Solution Impact
Lack of understanding on § Track results of marketing leads to Understand how leads are
how marketing impacts sales closed-won deals generated and which
marketing programs work
§ Measure ROI programs of programs
across channel
Poor visibility into business § Dashboards identify win/loss rates, Gain the insight needed to
performance competitive deals and lead source drive the business
§ Review and revise rep and team
forecasts
No understanding of why § Customer reports on service requests, Identify small customer
customers are defecting bugs, case resolution and response problems before they become
times large ones

8. Useful packages on SugarExchange.com
9/14/12 ©2010 SugarCRM 8

9. Conclusion
• Use only the filters, fields and
modules you need for a report.
• Only schedule reports you really
want to be emailed with.
• Choose the appropriate report type
– remember some export options
may not be available depending on
the reporting type you choose.
• Carefully define your teams, user
and roles – this affects what users
can do and see in the reporting
module.
• Most of all – try things out – it’s the
best way of learning!

10. Questions
If you have any questions, please ask…