Microsoft Dynamics AX 2009 Introduction to the CRM module

2

OBJECTIVES

OUTLOOK SYNCHRONIZATION

RESPONSIBILITIES

BUSINESS RELATIONS

ACTIVITIESCONTACTS

Business Relations

3

4

BUSINESS RELATIONS

• The business relations form is the core of the CRM module. Most information is entered in the CRM module through the Business relations form

• The business relations form is intended for prospects, i.e. a person or organization that the company has not yet done business with – either to sell to or purchase from

• In most circumstances, these business relations will be converted into customers or vendors. If the business relations are created and then converted to customers or vendors, the party information from the global address book is shared and copied to the customer or vendor account

5

TRAINING OBJECTIVES

• Define business relations and understand their significance in CRM

• Set up the default business relation fields• Set up the categorizations necessary to use the

business relations functionality correctly• Create and maintain business relations• Converting business relations into customers and

vendors• Know the reports available for contact management

6

BUSINESS RELATION TYPESThe business relation types available for selection by the user are defined in CRM > SETUP > CONTACT MANAGEMENT > RELATION TYPES

7

SEGMENTS AND SUBSEGMENTS • CRM enables business relations to be categorized in two layers: segments and

subsegments. A company defines segments based on its business models or needs. Segments can facilitate data analysis. Data analysis draws on this segmentation of business relations to create meaningful results.

CRM > SETUP > CONTACT MANAGEMENT > BUSINESS RELATIONS > SEGMENTS

8

SEGMENTS AND SUBSEGMENTS (cont.)

Each segment can be categorized additionally into subsegments for a specific segment: CRM > SETUP > CONTACT MANAGEMENT > BUSINESS RELATIONS > SUBSEGMENTS

9

SALES DISTRICTS Companies may decide to categorize business relations by sales districts.CRM > SETUP > CONTACT MANAGEMENT > BUSINESS RELATIONS > SALES DISTRICTS

SUMMATION OF SEGMENTS, SUBSEGMENTS, AND SALES DISTRICTS Segments, Subsegments, and Sales Districts are three of many fields available on business relation and contact records. The organization needs to determine which of these fields to use and for what specific information. This should be defined based on the company’s own view of their market and sales procedures because the data is only meaningful if the fields are accurately and consistently entered in by the sales team.

10

COMPANY CHAINS If the business relation is a part of a larger chain of companies, this can be shown on a business relation. A chain of companies consists of a parent company and smaller business units. For example, many retail stores with the same name are part of a retail chain. Use the Company chains form to set up chains. CRM > SETUP > CONTACT MANAGEMENT > BUSINESS RELATIONS > COMPANY CHAINS

11

BUSINESS SECTORS Companies use different types of business segmentation and industry classification codes to categorize themselves and their business relations. CRM > SETUP > CONTACT MANAGEMENT > BUSINESS RELATIONS > BUSINESS SECTORS

12

PIPELINE MANAGEMENT Track the progress of contacts with business relations in CRM to easily determine their business performance. The status of business relations is defined from a company's sales procedures and business methodsUse the Status table to vary and sub divide all types of business relations.‐CRM > SETUP > CONTACT MANAGEMENT > BUSINESS RELATIONS > STATUS

13

WORKING WITH BUSINESS RELATIONCreate and maintain business relations in the Business relations form.CRM > BUSINESS RELATION LIST PAGE > DOUBLE CLICK > BUSINESS RELATION DETAILS

14

NOTE ITThe Note it form helps the use inserts important notes about the business relation. To do this : click on the Note It icon in the overview area.

A flag in the Note it column means that there is an active note about the business relation

15

CONVERTING A BUSINESS RELATION

Open the business relations form at CRM > BUSINESS RELATION DETAILS and select the prospect record .Click the Functions button > Convert to Customer

16

DOCUMENTS

You can view documents related to a business relations by clicking on : CRM > Business Relations > select the Document icon on a Business Relation record[Activity]link a document to business relation record

Contacts

17

18

Contacts • The CRM module focuses on person to person contacts between a ‐ ‐

salesperson and the contact of the business relation.• Use the CRM module to store and easily access detailed information for

each contact. You can keep track of interests, loyalty, and personal information to aid you in adding personalized content when communicating with a contact.

You can also: • Plan activities • Link documents and mailings to the contact • Display telemarketing call lists the contact participated in from the

Contacts form When a business relation is recorded in the CRM module, you must connect a contact to the business relation. Contact between the business relation and the company is accomplished through a contact.

19

TRAINING OBJECTIVES

• Create and maintain contacts that are connected to business relations

• Create and maintain activities for business relations and contacts

• Define and assign responsibilities

20

SETUP TABLES FOR CONTACTS

SETUP TABLE DESCRIPTION EXAMPLESJob titles Set up official job titles of the contacts to make

sure all written correspondence uses thecorrect job title

Consultant, President, Sales Manager

Functions of persons

Define the job functions of the contacts Administration, Marketing, Sales

Character Define descriptive characteristics relevant for the contacts

Democrat, Stoic, Visionary

Decision Define the contact's decision making responsibilities ‐(if any)

Decision maker, Influencer, Approver

Interest Define the contact's interests in this table Fishing, Golf, Theatre

Loyalty Define the perceived level of loyalty toward the company

High, Negative, Neutral

The setup tables are found in CRM > SETUP > CONTACT MANAGEMENT > CONTACTS

21

Working with ContactsCreate and maintain contacts are created using the Contacts formCRM > CONTACT DETAILS

22

WORKING WITH CONTACTS (CONT.)

• CREATING A CONTACT • IMPORTING CONTACTS• ACTIVITIES– Appointments– Tasks – Actions – and events

• SYNCHRONIZE WITH OUTLOOK

23

SETUP TABLES FOR ACTIVITIES• There are three setup tables for registering activities: • Activity phases − Groups the actions required to complete a task. • Activity plans − Groups related activities together; group activities involved

in a convention, activities surrounding a product fair, or activities that are part of building a sales proposal.

• Activity types − Defines types of activities. Examples include meetings, letters/faxes, or conference calls.

None of these tables are mandatory when activities are created, but using them eases the categorization of activities These setup forms are located at CRM > SETUP > CONTACT MANAGEMENT > ACTIVITIES

24

WORKING WITH ACTIVITIESTo open the Activities form click on CRM> ACTIVITIES DETAILSYou can perform the following task with activities :FILTERING THE DISPLAY CREATING AN ACTIVITY MULTIPLE ATTENDEES ON ACTIVITIES SYNCHRONIZE WITH MICROSOFT OUTLOOK TIME ZONE DIFFERENCES IN ACTIVITIES

25

RESPONSIBILITIES• Responsibilities are tasks or activities within a sales process that are

defined by users and assigned to specific people within the organization.

There is no limit to the number of responsibilities that can be assigned.• CREATING RESPONSIBILITIES• ASSIGNING RESPONSIBILITIES

Quotation

26

27

QUOTATION A fundamental objective of CRM is issuing quotations to business relations in anticipation that their status will change from a prospect or potential customer to an actual customer. Salespeople also must be able to issue new quotations to existing customers.The CRM module enables sales personnel to:• Issue quotations to business relations• Link quotations to opportunity records• Track the progress of opportunities and quotations• Follow up on won or lost quotations• Analyze the historical record of quotations to a business relation or contact

person• Track internal competitive quote informationThe information gained from issuing quotations, regardless of whether they were won or lost, can improve the sales power of the company

28

TRAINING OBJECTIVES

• Setup quotations • Create and maintain quotations • Review quotation reports

29

SETUP TABLES FOR QUOTATIONS

CRM>SETUP>QUOTATION• DOCUMENT TITLES• DOCUMENT INTRODUCTIONS • DOCUMENT CONCLUSIONS • QUOTATION TYPES • QUOTE FOLLOW UP ACTIVITIES DEFAULT VALUES ‐

30

WORKING WITH QUOTATIONSCRM > SALES QUOTATION DETAILSCREATING A QUOTATIONPRICE SIMULATIONS QUOTATION WORKFLOW SALES PIPELINE MANAGEMENT QUOTATION REPORTS