This document provides an introduction to the CRM module in Microsoft Dynamics AX 2009. It discusses setting up and using various CRM features like business relations, contacts, activities, responsibilities, and quotations. The objectives are to define business relations and understand their significance, set up default fields and categorizations for business relations, create and maintain business relations, convert them to customers and vendors, and know the available reports. It also covers creating and maintaining contacts connected to business relations, and creating activities, responsibilities, and quotations in the CRM module.

1. Microsoft Dynamics AX 2009
Introduction to the CRM module

2. OBJECTIVES
OUTLOOK
SYNCHRONIZATION
BUSINESS
RELATIONS
RESPONSIBILITIES
CONTACTS ACTIVITIES
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3. Business Relations
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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
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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
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6. BUSINESS RELATION TYPES
The business relation types available for selection by the user are defined in CRM > SETUP >
CONTACT MANAGEMENT > RELATION TYPES
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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
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8. SEGMENTS AND SUBSEGMENTS (cont.)
Each segment can be categorized additionally into subsegments for a specific
segment:
CRM > SETUP > CONTACT MANAGEMENT > BUSINESS RELATIONS >
SUBSEGMENTS
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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. 9

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
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11. BUSINESS SECTORS
Companies use different types of business segmentation and industry classification co
des to categorize themselves and their business relations.
CRM > SETUP > CONTACT MANAGEMENT > BUSINESS RELATIONS > BUSINESS
SECTORS
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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 methods
Use the Status table to vary and sub‐divide all types of business relations.
CRM > SETUP > CONTACT MANAGEMENT > BUSINESS RELATIONS > STATUS
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13. WORKING WITH BUSINESS RELATION
Create and maintain business relations in the Business relations form.
CRM > BUSINESS RELATION LIST PAGE > DOUBLE CLICK > BUSINESS
RELATION DETAILS
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14. NOTE IT
The 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
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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
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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
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17. Contacts
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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.
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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
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20. SETUP TABLES FOR CONTACTS
The setup tables are found in CRM > SETUP > CONTACT MANAGEMENT > CONTACTS
SETUP TABLE DESCRIPTION EXAMPLES
Job titles Set up official job titles of the contacts to make
sure all written correspondence uses the
correct 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
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21. Working with Contacts
Create and maintain contacts are created using the Contacts form
CRM > CONTACT DETAILS
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22. WORKING WITH CONTACTS (CONT.)
• CREATING A CONTACT
• IMPORTING CONTACTS
• ACTIVITIES
– Appointments
– Tasks
– Actions
– and events
• SYNCHRONIZE WITH OUTLOOK
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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
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24. WORKING WITH ACTIVITIES
To open the Activities form click on CRM> ACTIVITIES DETAILS
You 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
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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
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26. Quotation
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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 information
The information gained from issuing quotations, regardless of whether they
were won or lost, can improve the sales power of the company
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28. TRAINING OBJECTIVES
• Setup quotations
• Create and maintain quotations
• Review quotation reports
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29. SETUP TABLES FOR QUOTATIONS
CRM>SETUP>QUOTATION
• DOCUMENT TITLES
• DOCUMENT INTRODUCTIONS
• DOCUMENT CONCLUSIONS
• QUOTATION TYPES
• QUOTE FOLLOW‐UP ACTIVITIES DEFAULT VALUES
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30. WORKING WITH QUOTATIONS
CRM > SALES QUOTATION DETAILS
CREATING A QUOTATION
PRICE SIMULATIONS
QUOTATION WORKFLOW
SALES PIPELINE MANAGEMENT
QUOTATION REPORTS
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