Introduction to MS Dynamics NAV XVI. (CRM)
Ing.J.Skorkovský,CSc.
MASARYK UNIVERSITY BRNO, Czech Republic
Faculty of economics and business administration
Department of corporate economy

CRM – Customer Relationship Management
•PROs
–It enables to keep track of all prospective customer (suspects and prospects)
–Improve sales and marketing service
–Company can promote the work it has done for its customers in order to approach prospects
•CONs
–CRM software may not integrate well with other email and accounting systems
–Another disadvantage to a newly implemented CRM software is the learning curve.
–
–
•

CRM – Customer Relationship Management
•Relationship management is a customer-oriented feature with service response based on customer
input, one-to-one solutions to customers’ requirements, direct online communications with customer
and customer service centers that help customers solve their issues.
•Sales force automation
–Sales promotion analysis
•Advertising
•Personal selling
•Direct marketing
•Public relations
–automate tracking of a client’s account history
–Use of technology (ERP)
•Opportunity Management

Market leaders
figures in millions of US dollars
Resource:

Customer
Vendor
Contact
Card
Profile (parameters)
Customer Entries
ABC (Pareto)
analysis
Salesperson
Interaction
Log
Entries
Statistic :
Costs/Revenue
(To-Do)
Opportunity
Sales Cycle
Stage
To-Do
Card
Assigned
activities
Activity
(code)
Partial Activities
Meeting /Telephone call
Interaction Log
Entries
Statistics:
Interactions, Stages,
Chances, Values,..
Stage number
Activity
[USEMAP]
Only Czech course
BPH_PIS 1| 2 !!!!
and MPH_AOMA

  ERP-CRM
CRM
ERP 1
ERP 2
ERP n
Task1
Task22
Task p
Customer
Card
QUOTE
Task p+1
Task p+2
Task q
Opportunity
Opportunity
Products
Financial
estimation
Success estimation
in %
Interactions
20000
Meeting
70%

Contact cards
§Contact card- company
§Contact card- person
§Contact Character– profiles, technologies,..
§Interactions
§Business Opportunities (estimated close date and value, probability,.. )
§Sales Cycles
§Customer Card creation from Contact card
§Quotes

Karta kontaktu- společnost (hlavička karty) I
Jirka Sirka
Jitka Plytká
Jakub Holub
Kontakty typu
     osoba
Only Czech course
BPH_PIS1| 2 !!!!

Contact Card



Contact Card- Person
Profile


Contact Card- Company-person new



New interaction



New interaction
Interaction entry
Create new opportunity

New oportunity



New oportunity



New oportunity
From here you can create various To-Dos and and change Sales Cycle stages


Sales Cycle Stages



Contact card->To-Dos->Activities
Only Czech course
BPH_PIS1|2 !!!!

Contact card->To-Dos->Activities
Only Czech course
BPH_PIS1|2 !!!!

How to create a new customer from contact card
Enter data either by writing
or by use Look-up (F6)

How to create a new customer from contact card
Bottom of the contact card


How to create a new customer from contact card



Personal profile creation



Personal profile creation
Add a new question


Personal profile creation



Personal profile creation



Pareto analysis based on company profile
Add new line
Add Question details
Only Czech course
BPH_PIS 1|2 !!!!

Pareto analysis based on company profile
Only Czech course
BPH_PIS 1|2 !!!!

End of the section XVI.