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General InformationClass Information Facilities • Starting time •Restrooms • Ending time •Telephones • Breaks • Lunch 3 of 58
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
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
Session 1Outline• Relationship Management Overview• Set Up Relationship Management
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.
RM Selling PointsSelling point for Relationship Management:• Integration to the Microsoft Dynamics NAV 2009• Easily adapts to your way of working• Easy to use
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-mail Logging Synchronization 10 of 58
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.
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
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
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
Session 2Outline• Working with Contacts• Campaigns and Segmentation
Set Up Contact Parameters• Mailing groups• Industry groups• Business relations• Web sources• Organizational levels• Job responsibilities 16 of 58
General Contact InformationView general information about a contacton a contact card:• Name• Address• Phone number• Search name• Salutation• Communication details 17 of 58
Contact TypesMicrosoft Dynamics NAV offers registeringthree types of contacts:• People• Companies• Independent contacts 18 of 58
Contact Companies• Creating contact companies• Assigning key attributes • Industry groups • Business relations • Web sources• Entering comments 19
Contact PersonsContact people who work for contactcompanies registered in the programIndependent contact peopleAssigning job responsibilities 20 of 58
Operations with ContactsLinking contacts with customers, vendors, andbank accountsSearching for contactsHandling duplicate contacts 21 of 58
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 and sales line discounts for a campaign 23 of 58
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 campaigns 25 of 58
Save and Reuse SegmentsSaving a segment and segmentation criteria Creating segments by reusing logged segmentsCreating segments by reusingsaved segment criteria 26
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
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.
Session 3Outline• Interactions and Document Management• Task Management
Set Up InteractionsCreating interaction templates Setting up interaction groups Managing interaction template attachments 30 of 58
Create InteractionsInteractions can be created• Manually, using the Create Interaction wizard• Automatically, when a specific action is performed in the program 31 of 58
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
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
Automatically Recorded InteractionsThe program records interactionsautomatically when a specific action on sales,purchase, or service documents is taken in it. 34 of 58
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
Interaction StatisticsUse the following windows for viewinginteraction statistics:• Interaction Template Statistics• Interaction Group Statistics 36 of 58
Teams and Activities• Setting up teams• Setting up activities• Assigning activities to teams and salespeople 37 of 58
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
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 40 of 58
To-do StatisticsViewing statistical information about to-dos by•Contact, campaign, and salesperson statistics•Sales cycle statistics•Sales cycle stage statistics 41 of 58
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.
Session 4Outline• Opportunity Management• Profiling and Classification
Set Up Opportunities• Sales cycles• Sales cycle stages• Close opportunity and default sales cycle codes 44 of 58
Operations with OpportunitiesCreating to-dos for opportunitiesCreating a sales quote for an opportunityCreating a sales order for an opportunity 45 of 58
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 48
Use Profile InformationAdd contacts to a segment using profilequestionnaire information 49
Update Profile and View Reports Updating profile questionnaires• Using the Update Classification wizard Printing test and handouts report 50
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.
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 attached document in several languages to contacts from a segment 55 of 58
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
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
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
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
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.
Synchronization EntitiesA synchronization entity – any itemthat can be synchronized. 62 of 58
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 Microsoft Dynamics NAV Synchronization toolbar• The Settings window 65 of 58
Outlook Synchronization ToolbarThe Microsoft Dynamics NAV Synchronizationtoolbar • Synchronize • Settings • Troubleshooting • Connection State 66 of 58
The Settings Window• The General tab• The Connection tab• The Folders tab• The Filters tab• The Customize tab 67 of 58
Synchronization Errors and Conflicts• View synchronization errors in theTroubleshooting window• Handle the errors and conflicts 68 of 58
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.
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.