This presenation is a comparison between Dynamics NAV 2017 CRM features and CRM Online. It is important to know that this is not about to make “a good or a better choice”. More or less it will help you to figure out sample features and arguments whether it makes sense to choose “only” Dynamics NAV 2017 or not. The goal is to have a good overview at the end of this session to advise your customers into the right direction depending on their requirements.

2. Rene Gayer
MBS-TRAINING | Learn4NAV
Speaker | Trainer | Moderator | Managing Director
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& Presentations
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E-Mail: r.gayer@mbs-training.com
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Blog: www.dynamicsblog.at
+11 years training
+18 years NAV(ision)

4.  This is the structure for the next 50 minutes
 Section 1 Dynamics NAV CRM (15 minutes)
 Features
 Section 2 Dynamics CRM Online (15 minutes)
 Features
 Section 3 Comparison (15 minutes)
 Experience
 Section 4 Q+A (5-10 minutes)

5. “Of course, Dynamics NAV CRM is not Dynamics CRM Online and CRM Online is
not Dynamics NAV, but the question is should I take Dynamics NAV or Dynamics
CRM?”…
“Microsoft announced NAV 2017 CRM is now like the small brother of Dynamics
CRM Online and it is possible to do a seamless upgrade.”…
“I just need some kind of contact management and the option to run campaigns.
I am already using NAV, are these features supported?”…
“E-mail tracking is important for me. I have the requirement that every
communication with a customer is available in a 360° view for all our employees.
Is this possible with NAV 2017 ?“ …
….

6. Introduction SummaryCustomer
Relationship
Management
CRM Online
Suite
Introduction NAV / CRM
Synchronization

7. 
Contact Management
Contact Classification
Interaction/Document Management
Task Management
Duplicate Check
Campaigns
Campaign Management / E-Mails
Price List
Opportunities
Opportunity Management
Quotes
Outlook Integration
Outlook Client Integration
Contacts
Appointments
Mail Logging for Microsoft Exchange
Microsoft Dynamics CRM Integration
Contacts
Items
Orders
Invoices
NAV 2017
Role Center
Contact Relationship in Outlook
Mobile Interface
Simplicity
Integration – Pricelist
Multiple Currencies
Item Availability
Appointment invoicing

8. Relationship Management
• Supports relationship company / person (1:n)
• Supports relationship company / customer / vendor / bank account (1:1)
• Contacts of type ”person” cannot directly be linked with a customer/vendor/bank account
• Persons can only be linked with 1 company
Classification
• Classification
• Profile Setup
• Mailing Groups
• Industry Groups
Activities / Tasks
• Create Interaction entries manually
• Create system interaction entries (postings)
 Contact Management
• Business Relations
Job Responsibilities
• Master Data templates

9. Campaigns
A kind of activity taht involves serveral contacts. Settping up a campaign involves selecting
target contacts (segments)
• Supports Sales prices /Line discounts
• Supports opportunities
• Supports to-dos
• Tracking Results
Segments
are specific target group of contacts
• Campaign : Segments 1 : n relationship - reusable
• Add contacts using filter / remove contacts using filter - reusable
• Supported entities: contact, profile answer, mailing group, interaction log entries, contact
responsibility, industry groups, business relation, value entries)
• One specific interaction / segment (supports Word integration)
• Supports export (contacts)
• Supports opportunities
• Supports To-dos
 Campaign Management

10. Master Data
Incoming leads can be managed as sales opportunity. (no difference between a lead and a
sales opportunity)
• You can associate them to a sales person
• Bounded to contact master data
• Supports sales cycle management
• Requirements
• Stages
• Probability
Sales Quote Management
• Create customer
• Create and assign a sales quote
 Opportunity / Lead Management

11. Version Dynamics NAV 2016
• Connection using web service
• Supports manually / automatically / schedule synchronization
• using change log
• requires additional folder in outlook
• supports conflict management
• user based
• on Premise Outlook – OWA not supported – more or less „client based“
Supported entities:
• appointments
• tasks
• contacts
• Filter options for synchronization
• Customizations possible but not recommended


12. Version Dynamics NAV 2017
• Exchange online
• Supports manual / automatical / schedule synchronization
• using job queue
• requires additional folder in Exchange
• user based
• on Premise Outlook – OWA supported
Entity Samples:
• appointments
• contacts
• Filter options for synchronization
• Email tracking / activities
• Customizations possible
 Outlook Integration

13. • Simple Social Engagement integration
• Prepared queries for PowerBI
• Power BI integration in Role Center
 Social and Business Intelligence

14. Introduction SummaryCustomer
Relationship
Management
CRM Online
Suite
Introduction NAV / CRM
Synchronization

15.  CRM Online
Microsoft Dynamics CRM is a business app that helps you track all your customer interactions
and data. With Dynamics CRM, you can easily share customer information with all your people,
through multiple channels. Everyone in your company has the full picture of what your
customers want and need.
Dynamics CRM Online includes different areas like Sales, Service, Marketing, Social, Power BI
Collaboration, Field Service and Project Service.
Product functionality depends on subscription plan

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18.  Service Management
• Case and contract management as main functionality
• Create, manage, categorize cases
• Service contracts
• Setup SLAs and link to cases
• Schedule service appointments
• Queue management
• Case routing based on rules and/or workflows
• Workflow and dialogs supported
• Simple resource management for devices, rooms and services
• Service calendar
• Dashboards and Analyzing features
• Promote cases to sales management (lead/opportunity management)
• …

19.  Platform
• Integrated customization environment
• Offline client option
• Email tracking
• Web client
• Outlook Client
• Power BI integration
• Process / Workflow management
• Actions
• Role based forms and processes
• Integrated change Log
• Enhanced multistage security model (organization, manager, teams, field,..))
• End-User Report Designer (Builder)
• Developer Report Designer ( Reporting Services)
• SharePoint integration
• Exchange / Outlook email
integration
• Template management
• Software Developer Kit
• Yammer integration
• Social engagement integration
• Dynamics NAV integration
• Solution management for add-
ons
• …

20. Introduction SummaryCustomer
Relationship
Management
CRM Online
Suite
NAV / CRM
Synchronization
Introduction

21. • Until NAV 2015 Connector für Dynamics
• Dynamics NAV 2016 seamless CRM Integration
• Bidirectional synchronization
• Data integration using some kind of views to CRM
• Native CRM data inside Dynamics NAV
• Account / customer – contact - contact
• Easy setup
• Easy scheduling
• Easy synchronization
• Manual coupling supported
• Sales management integration (order, invoice)
• Sales price integration
• Item Stock availability integration
• Customizable

22. Until now…
Dynamics NAV
Marketing
Base contact
management with
classification and
activity tracking
Outlook Email
Tracking Available
Dynamics NAV
Marketing
Base campaign
management with
mail merge and data
export features.
Base Opportunity
Management with a
simple integration for
one quote
CRM Online
Full CRM Suite with
Sales, marketing,
service management
(Field service, Project
service out of scope
today)
Seamless and full
outlook integration
(client/server)
CRM Online
Processes (Workflows,
Business process
actions, etc.) supports
sales/service /
marketing automation
Of course, also some
restrictions which could
require add-ons, but
much stronger CRM
functionality than NAV
NAV/CRM
SMB companies have
they choice:
Looking for a ERP or
CRM solution?
Both could make sense
for them.
The current
synchronization
between both products
is strong, easy to setup
and recommended.

24. Master data management – personal experience
Quotes, orders and invoices – personal experience
Lead and opportunity management – personal experience
E-Mail tracking – personal experience

25. Summary
At the end I think a real comparison is not reasonable. The target group of
customers and prospects are mostly different. Of course, both products include
partly similar functionality to support other CRM and ERP features. Anyway, some
of them are stronger focused to CRM and / or to ERP.
So their choice is what they are looking for:
An ERP solution with base CRM functionality to manage contacts, opportunities,
campaigns and email tracking with less comfort and flexibility, or a real CRM
solution with strong sales/marketing/service automation.
Finally both products include the possibility to customize it for the customer
needs. (xRP, xRm)

26. Dynamics NAV Marketing vs CRM Online Feature Comparison
www.dynamicsblog.at