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Microsoft Dynamics® NAV          2009   Relationship Management
Introductions
General InformationClass Information         Facilities  •   Starting time      •Restrooms  •   Ending time               ...
Course DescriptionCourse Goal    Become proficient in Relationship                       Management  Target         Admini...
Course OutlineSession 1   •   Relationship Management Overview            •   Relationship Management SetupSession 2   •  ...
Session 1Outline•   Relationship Management Overview•   Set Up Relationship Management
Relationship Management Overview•   Relationship Management is designed to    manage contacts, documents and interactions ...
RM Selling PointsSelling point for Relationship Management:•   Integration to the Microsoft Dynamics NAV    2009•   Easily...
Role Center Profile SetupUse the Sales Manager profile        Set it up as default                                         9
The Marketing Setup WindowThe window contains seven FastTabs:  General  Inheritance  Defaults  Numbering  Duplicates  E-ma...
Points to RememberThe information specified on the InheritanceFastTab can be copied from a contact companycard to a contac...
Set Up Contact Synchronization• Set up synchronization of a contact card with a  customer, vendor, or bank account card• C...
Automatically Recorded InteractionsSet up automatically recorded interactions in the  Interaction Template Setup window• C...
Session 1 SummaryRelationship Management helps optimize business profitabilityand increase customer satisfaction due to it...
Session 2Outline•   Working with Contacts•   Campaigns and Segmentation
Set Up Contact Parameters•   Mailing groups•   Industry groups•   Business relations•   Web sources•   Organizational leve...
General Contact InformationView general information about a contacton a contact card:• Name• Address• Phone number• Search...
Contact TypesMicrosoft Dynamics NAV offers registeringthree types of contacts:• People• Companies• Independent contacts   ...
Contact Companies• Creating contact companies• Assigning key attributes  • Industry groups  • Business relations  • Web so...
Contact PersonsContact people who work for contactcompanies registered in the programIndependent contact peopleAssigning j...
Operations with ContactsLinking contacts with customers, vendors, andbank accountsSearching for contactsHandling duplicate...
Contact Statistics and ReportsViewing contact statisticsViewing contact reports                               22 of 58
Set Up Campaigns           Setting up and creating campaigns     Creating interactions for campaignsCreating sales prices ...
Create Segments and Interactions   Creating segmentsCreating interactions for segments                             24 of 58
Operations with SegmentsAdding contacts to a segment        Removing contacts from the segmentLinking segments to campaign...
Save and Reuse SegmentsSaving a segment and segmentation criteria                Creating segments by reusing             ...
Campaigns Prices          If a campaign is linked to a segment,            you can activate/deactivate sales              ...
Session 2 SummaryWorking with contact:-   Three types of contacts: people, companies, and independent contacts.-   If a co...
Session 3Outline•   Interactions and Document Management•   Task Management
Set Up InteractionsCreating interaction templates        Setting up interaction groups                Managing interaction...
Create InteractionsInteractions can be created•   Manually, using the Create Interaction wizard•   Automatically, when a s...
Operations with InteractionsRecorded interactions can be postponed.Postponed interactions can be finishedlater.You can pos...
Calls and E-mails Recording interactions when             •Making phone calls             •Sending and receiving          ...
Automatically Recorded InteractionsThe program records interactionsautomatically when a specific action on sales,purchase,...
Cancel and Delete InteractionsCreated interactions can be canceled if itrecords an interaction that has never beenperforme...
Interaction StatisticsUse the following windows for viewinginteraction statistics:• Interaction Template Statistics• Inter...
Teams and Activities• Setting up teams• Setting up activities• Assigning activities to  teams and salespeople             ...
Create and Delegate To-dos    team to-dos              salesperson to-dos salesperson to-dos             team to-dos   tea...
Send E-mail InvitationsSending e-mail invitations to a Meetingattendees                                            39 of 58
Close, Cancel, and Delete To-dos• Closing or canceling  salesperson to-dos• Closing team to-dos• Deleting to-dos          ...
To-do StatisticsViewing statistical information about to-dos by•Contact, campaign, and salesperson statistics•Sales cycle ...
Session 3 SummaryInteractions and Document Management‐   Interactions can be created manually and automatically.Task Manag...
Session 4Outline•   Opportunity Management•   Profiling and Classification
Set Up Opportunities• Sales cycles• Sales cycle stages• Close opportunity and default sales cycle  codes                  ...
Operations with OpportunitiesCreating to-dos for opportunitiesCreating a sales quote for an opportunityCreating a sales or...
Close and Delete OpportunitiesClosing opportunitiesDeleting opportunitiesViewing opportunity statistics
Create ProfileCreate profile questionnairesassign them to contacts.                                       47
Contact RatingCreate contact rating• Manually• With the Create Rating wizard                                              ...
Use Profile InformationAdd contacts to a segment using profilequestionnaire information                                   ...
Update Profile and View Reports  Updating profile questionnaires• Using the Update Classification wizard Printing test and...
Session 4 SummaryOpportunity Management-   Opportunities involve sales cycles and sales cycle stages.-   A sales quote and...
Session 5Outline•   Multilanguage Salutation and Attachment•   Quotation to Contacts•   Document Archiving
Set Up Multilanguage FormulasSetting up multilanguagesalutation formulas                                          53 of 58
Assign a Salutation CodeAssigning a salutation code to the contact                                             54 of 58
Multilanguage AttachmentsCreating an interaction using a salutation code  Creating an interaction while sending an  attach...
Customer TemplatesSetting up customer templatesThe following fields are mandatory and must befilled in:•Country/Region Cod...
Create QuotesYou can use contact or customer templateinformation to create• A sales quote from the Opportunity List window...
Archive Sales Quotes• Saving a copy of a sales quote• Creating an interaction log entry whileprinting and archiving a sale...
Archive Sales Orders• Archiving a copy of a sales order• Creating an interaction log entry while sendinga sales order for ...
Session 5 SummaryMultilanguage Salutation and Attachment‐   Salutations can be used when corresponding with contacts.‐   Y...
Session 6Outline•   Outlook Synchronization
Synchronization EntitiesA synchronization entity – any itemthat can be synchronized.                                      ...
Synchronization LevelsLevels of synchronization                                63 of 58
Synchronization User Roles• User• Power User• Administrator                                         64 of 58
Synchronization Add-inInstall Microsoft Dynamics NAV SynchronizationAdd-in on the Microsoft Office Outlook side• The Micro...
Outlook Synchronization ToolbarThe Microsoft Dynamics NAV Synchronizationtoolbar     • Synchronize     • Settings     • Tr...
The Settings Window•   The General tab•   The Connection tab•   The Folders tab•   The Filters tab•   The Customize tab   ...
Synchronization Errors and Conflicts• View synchronization errors in theTroubleshooting window• Handle the errors and conf...
Session 6 SummaryOutlook synchronization-   Synchronization must be set up on the Microsoft Dynamics NAV side.-   Synchron...
Course SummaryThe Relationship Management functionality helps in managing communicationwith contacts.The main features sup...
Questions and Answers?                     71
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Transcript of "Na2009 enus rm"

  1. 1. Microsoft Dynamics® NAV 2009 Relationship Management
  2. 2. Introductions
  3. 3. General InformationClass Information Facilities • Starting time •Restrooms • Ending time •Telephones • Breaks • Lunch 3 of 58
  4. 4. Course DescriptionCourse Goal Become proficient in Relationship Management Target Administrators and users of the Audience relationship management functions Job To instruct on how to set up, plan,Descriptions manage and support 4
  5. 5. Course OutlineSession 1 • Relationship Management Overview • Relationship Management SetupSession 2 • Working with Contacts • Campaigns and SegmentationSession 3 • Interactions and Document Management • Task ManagementSession 4 • Opportunity Management • Profiling and ClassificationSession 5 • Multilanguage Salutation and Attachment • Quotation to Contacts • Document ArchivingSession 6 • Outlook Synchronization 5
  6. 6. Session 1Outline• Relationship Management Overview• Set Up Relationship Management
  7. 7. Relationship Management Overview• Relationship Management is designed to manage contacts, documents and interactions with your contacts.• Communication is the key word in the vision for Relationship Management.• Flexibility in managing communication is an essential part in company’s business.
  8. 8. RM Selling PointsSelling point for Relationship Management:• Integration to the Microsoft Dynamics NAV 2009• Easily adapts to your way of working• Easy to use
  9. 9. Role Center Profile SetupUse the Sales Manager profile Set it up as default 9
  10. 10. The Marketing Setup WindowThe window contains seven FastTabs: General Inheritance Defaults Numbering Duplicates E-mail Logging Synchronization 10 of 58
  11. 11. Points to RememberThe information specified on the InheritanceFastTab can be copied from a contact companycard to a contact person card for a contact whoworks for this company.Fields on E-Mail Logging FastTab are available inthe Classic version of Microsoft Dynamics NAV2009.
  12. 12. Set Up Contact Synchronization• Set up synchronization of a contact card with a customer, vendor, or bank account card• Consequences of synchronization 12 of 58
  13. 13. Automatically Recorded InteractionsSet up automatically recorded interactions in the Interaction Template Setup window• Create, post and print sales, purchase, and service documents• Send and receive e-mail messages• Make phone calls• Print cover sheets 13 of 58
  14. 14. Session 1 SummaryRelationship Management helps optimize business profitabilityand increase customer satisfaction due to its flexibility.Relationship Management helps you create and maintain longrelationships with your contacts.Relationship Management setup is performed in- Marketing Setup window- The Interaction Template Setup window
  15. 15. Session 2Outline• Working with Contacts• Campaigns and Segmentation
  16. 16. Set Up Contact Parameters• Mailing groups• Industry groups• Business relations• Web sources• Organizational levels• Job responsibilities 16 of 58
  17. 17. General Contact InformationView general information about a contacton a contact card:• Name• Address• Phone number• Search name• Salutation• Communication details 17 of 58
  18. 18. Contact TypesMicrosoft Dynamics NAV offers registeringthree types of contacts:• People• Companies• Independent contacts 18 of 58
  19. 19. Contact Companies• Creating contact companies• Assigning key attributes • Industry groups • Business relations • Web sources• Entering comments 19
  20. 20. Contact PersonsContact people who work for contactcompanies registered in the programIndependent contact peopleAssigning job responsibilities 20 of 58
  21. 21. Operations with ContactsLinking contacts with customers, vendors, andbank accountsSearching for contactsHandling duplicate contacts 21 of 58
  22. 22. Contact Statistics and ReportsViewing contact statisticsViewing contact reports 22 of 58
  23. 23. Set Up Campaigns Setting up and creating campaigns Creating interactions for campaignsCreating sales prices and sales line discounts for a campaign 23 of 58
  24. 24. Create Segments and Interactions Creating segmentsCreating interactions for segments 24 of 58
  25. 25. Operations with SegmentsAdding contacts to a segment Removing contacts from the segmentLinking segments to campaigns 25 of 58
  26. 26. Save and Reuse SegmentsSaving a segment and segmentation criteria Creating segments by reusing logged segmentsCreating segments by reusingsaved segment criteria 26
  27. 27. Campaigns Prices If a campaign is linked to a segment, you can activate/deactivate sales prices and line discounts.Viewing campaign statistics 27 of 58
  28. 28. Session 2 SummaryWorking with contact:- Three types of contacts: people, companies, and independent contacts.- If a contact is also registered as a customer, vendor, and/or bank, you can link a contact card to a customer, vendor, and/or bank account card.- If you registered a contact which already exists in the program, you can search for duplicates and indicate whether contacts are true duplicates.Campaigns and Segmentation:- Campaigns and segments can be linked with each other.- You can add contacts to a segment and remove them from it.- Segments and segment criteria can be saved and used later when creating new segments.
  29. 29. Session 3Outline• Interactions and Document Management• Task Management
  30. 30. Set Up InteractionsCreating interaction templates Setting up interaction groups Managing interaction template attachments 30 of 58
  31. 31. Create InteractionsInteractions can be created• Manually, using the Create Interaction wizard• Automatically, when a specific action is performed in the program 31 of 58
  32. 32. Operations with InteractionsRecorded interactions can be postponed.Postponed interactions can be finishedlater.You can postpone and resume creation ofan interaction as many times as you want. 32 of 58
  33. 33. Calls and E-mails Recording interactions when •Making phone calls •Sending and receiving e-mailsThese interactions are recorded only when working withthe Classic version of Microsoft Dynamics NAV. 33 of 58
  34. 34. Automatically Recorded InteractionsThe program records interactionsautomatically when a specific action on sales,purchase, or service documents is taken in it. 34 of 58
  35. 35. Cancel and Delete InteractionsCreated interactions can be canceled if itrecords an interaction that has never beenperformed.Canceled interactions can be deleted if thelist of interactions is overloaded. 35 of 58
  36. 36. Interaction StatisticsUse the following windows for viewinginteraction statistics:• Interaction Template Statistics• Interaction Group Statistics 36 of 58
  37. 37. Teams and Activities• Setting up teams• Setting up activities• Assigning activities to teams and salespeople 37 of 58
  38. 38. Create and Delegate To-dos team to-dos salesperson to-dos salesperson to-dos team to-dos team A to-dos team B to-dosSalesperson A to-dos Salesperson B to-dos 38 of 58
  39. 39. Send E-mail InvitationsSending e-mail invitations to a Meetingattendees 39 of 58
  40. 40. Close, Cancel, and Delete To-dos• Closing or canceling salesperson to-dos• Closing team to-dos• Deleting to-dos 40 of 58
  41. 41. To-do StatisticsViewing statistical information about to-dos by•Contact, campaign, and salesperson statistics•Sales cycle statistics•Sales cycle stage statistics 41 of 58
  42. 42. Session 3 SummaryInteractions and Document Management‐ Interactions can be created manually and automatically.Task Management- Activities can be assigned to salespeople or teams.- To-dos can be recurring.- To-dos can be delegated to another salesperson or team.- You can send invitations to the meeting attendees.
  43. 43. Session 4Outline• Opportunity Management• Profiling and Classification
  44. 44. Set Up Opportunities• Sales cycles• Sales cycle stages• Close opportunity and default sales cycle codes 44 of 58
  45. 45. Operations with OpportunitiesCreating to-dos for opportunitiesCreating a sales quote for an opportunityCreating a sales order for an opportunity 45 of 58
  46. 46. Close and Delete OpportunitiesClosing opportunitiesDeleting opportunitiesViewing opportunity statistics
  47. 47. Create ProfileCreate profile questionnairesassign them to contacts. 47
  48. 48. Contact RatingCreate contact rating• Manually• With the Create Rating wizard 48
  49. 49. Use Profile InformationAdd contacts to a segment using profilequestionnaire information 49
  50. 50. Update Profile and View Reports Updating profile questionnaires• Using the Update Classification wizard Printing test and handouts report 50
  51. 51. Session 4 SummaryOpportunity Management- Opportunities involve sales cycles and sales cycle stages.- A sales quote and order can be linked an opportunity.Profile Questionnaires- One profile questionnaire can assigned to a contact.- You can create ratings for your contacts.- Profile questionnaire information can be used when adding contacts to a segment.
  52. 52. Session 5Outline• Multilanguage Salutation and Attachment• Quotation to Contacts• Document Archiving
  53. 53. Set Up Multilanguage FormulasSetting up multilanguagesalutation formulas 53 of 58
  54. 54. Assign a Salutation CodeAssigning a salutation code to the contact 54 of 58
  55. 55. Multilanguage AttachmentsCreating an interaction using a salutation code Creating an interaction while sending an attached document in several languages to contacts from a segment 55 of 58
  56. 56. Customer TemplatesSetting up customer templatesThe following fields are mandatory and must befilled in:•Country/Region Code•Territory Code•Currency Code•Gen. Bus. Posting Groups•Customer Posting Group 56 of 58
  57. 57. Create QuotesYou can use contact or customer templateinformation to create• A sales quote from the Opportunity List window• A sales quote from the Sales Quote window Link a contact to a customer to convert sales quote to a sales order. 57 of 58
  58. 58. Archive Sales Quotes• Saving a copy of a sales quote• Creating an interaction log entry whileprinting and archiving a sales quote• Restoring a sales quote from the archive
  59. 59. Archive Sales Orders• Archiving a copy of a sales order• Creating an interaction log entry while sendinga sales order for confirmation and archiving• Restoring a sales order from the archive 59 of 58
  60. 60. Session 5 SummaryMultilanguage Salutation and Attachment‐ Salutations can be used when corresponding with contacts.‐ You can send attachments in different languages to contacts from a segment.Quotation to Contacts- You can create a sales quote using contact and customer template information.- You can link a contact to a customer to be able to convert a quote into a sales order.Document Archiving- If a sales quote or sales order was archived, it can be restored to a previously saved version.
  61. 61. Session 6Outline• Outlook Synchronization
  62. 62. Synchronization EntitiesA synchronization entity – any itemthat can be synchronized. 62 of 58
  63. 63. Synchronization LevelsLevels of synchronization 63 of 58
  64. 64. Synchronization User Roles• User• Power User• Administrator 64 of 58
  65. 65. Synchronization Add-inInstall Microsoft Dynamics NAV SynchronizationAdd-in on the Microsoft Office Outlook side• The Microsoft Dynamics NAV Synchronization toolbar• The Settings window 65 of 58
  66. 66. Outlook Synchronization ToolbarThe Microsoft Dynamics NAV Synchronizationtoolbar • Synchronize • Settings • Troubleshooting • Connection State 66 of 58
  67. 67. The Settings Window• The General tab• The Connection tab• The Folders tab• The Filters tab• The Customize tab 67 of 58
  68. 68. Synchronization Errors and Conflicts• View synchronization errors in theTroubleshooting window• Handle the errors and conflicts 68 of 58
  69. 69. Session 6 SummaryOutlook synchronization- Synchronization must be set up on the Microsoft Dynamics NAV side.- Synchronization offers different synchronization user role.- On the Microsoft Office Outlook side, synchronization can be run manually or automatically.- Synchronization errors and conflicts can be viewed on the Microsoft Office Outlook side.
  70. 70. Course SummaryThe Relationship Management functionality helps in managing communicationwith contacts.The main features supported by Relationship Management are:‐ Managing contacts in the program.‐ Recording interactions.‐ Assigning tasks, opportunities, activities, profile questionnaires to contacts.‐ Working with salutations and multilanguage documents.‐ Dealing with sales, purchase and service documents.‐ Using Outlook Synchronization to keep data in Microsoft Dynamics NAV and Microsoft Office Outlook up-to-date.
  71. 71. Questions and Answers? 71
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