The document discusses telemarketing in Microsoft Dynamics AX 2009. It describes setting up telemarketing campaigns by creating call lists, distributing lists to employees, and tracking call statuses. Employees can make calls from distributed lists using a telemarketing form, execute questionnaires, and update the call status. Reasons for canceling calls and automatically creating activities at different campaign stages can also be defined.

1. Customer Relationship
Management
Microsoft Dynamics AX 2009

2. Telemarketing
Telemarketing deals with creating, registering, and
administering the telephonic contact between a
company and its business relations.
Telemarketing is another section of CRM that works a
round contact persons rather than business relations.

3. Telemarketing
Setup:
Create activities automatically at various stages of the
telemarketing campaign.
CRM > SETUP > PARAMETERS > ACTIVITIES TAB

4. Telemarketing
Reason Canceled:
Define the reason if call is canceled.
Examples:
• The target is not interested
• The target is unavailable
• The target is no longer with the company
• The target is temporarily out of the office
CRM > SETUP > TELEMARKETING > REASON CANCELED

5. Telemarketing
Setup:
Create activities automatically at various stages of the
telemarketing campaign.
CRM > SETUP > PARAMETERS > ACTIVITIES TAB

6. Telemarketing
How to deal with Telemarketing?
1- Call List Form
CRM > PERIODIC > TELEMARKETING > CALL LIST
2- Telemarketing Activities Form
CRM > PERIODIC > TELEMARKETING > TELEMARKETING

7. Telemarketing
Create Call List:
Create call list Create call list as a result of a marketing
campaign or can be created manually from call list form.
Form Contains:
• Call list ID.
• Call list description.
• The questionnaire.
• Start date of the telemarketing period.
• End date of the telemarketing period.
CRM > PERIODIC > TELEMARKETING > CALL LIST

8. Telemarketing
Distribute Call List:
Employees can be assigned one or more target, distributing the responsibility for
making the calls and receiving the responses.
CRM > PERIODIC > TELEMARKETING > CALL LIST > DISTRIBUTE BUTTON

9. Telemarketing
Telemarketing Form:
- Make a telephone call.
- Execute a Questionnaire.
- Change call list status.
The four predefined status levels are:
•Open – The call is open and pending action.
•Call back The employee should call back for additional communication.
• Closed – The call was completed successfully and is now closed.
• Canceled – The call was canceled before completion.
CRM > PERIODIC > TELEMARKETING > TELEMARKETING