Using CRM In Microsoft Dynamics NAV 2016

Video transcript:

What I wanted to go through today was the concept of CRM in NAV, and you know that topic has had a lot of discussion throughout the times especially recently since Microsoft has a CRM system and inside NAV we also have a CRM system or Contact Management system.

So I just wanted to show you what we have inside NAV because sometimes that is sufficient and you do not need to connect to outside CRM systems for what you’re looking for.

So just to give you an idea how it works I’m going to start out by creating a customer. So I go into my Customer Card here, hit New and just create a test customer here… ABC1 Brooklyn Roasters - since we are a coffee company we should go with some roasting company and they are in 11 12^th Street in Brooklyn, New York.

So I have created some simple data in here but let me show you how we actually activate the CRM system. Right now we have created a Customer Card with some basic information but if I go here into Contact and I type in a Contact Name - let’s go with Scott Lightfoot - notice when I hit Enter it automatically populates the Primary Contact Number.

What that means is there is a sub table behind the Customer Card which is automatically being generated when I type this in. And now you can see that it’s greyed out which means that I cannot change this unless I go into my CRM system.

How do I do that?

If I go into Navigate and into Contact, notice that I see now Brooklyn Roasters as a company and Scott Lightfoot as a person within that company. I could then have one phone number for Brooklyn Roasters and another phone number for Scott or other information pertinent.

If I go into this card here, I can see that Brooklyn Roasters – and this automatically got generated as well when I created the customer – is of Type Company. It is a Contact Card and I have various information here pertinent to the contact itself which is not necessarily on the customer card. 

One thing to note for example is we can go ahead and hit Actions, Navigate. Now we have something called Profile and if I get into a Profile we can set up a questionnaire for this company for example and this is all user defined, so I can say they are between 500 and 1000 employees, it is a family-owned business and they are our partner.

I can just hit OK and then you can see that these answers are all recorded in the lines for the contact. If I go out of here and go into a Person and I hit Profile right here, I get something that is pertinent to a person. And we can have multiple questionnaires as you can see here we have 2 questionnaires for people and there were more for companies. So I can say for Scott that yes he is male, he likes Literature, he is married and etc… Bachelor’s degree.

Now on top of that, one of the more useful things of the Contact Management system is Mailing Groups. You can actually place a contact into a Mailing Group and here we have two that he is either going to get a Christmas Card or a Christmas Gift. He is going to get a gift.

And now if I actually run what’s called a Segment in the CRM system or Contact Management system in NAV, that pulls out all of those, all of the contacts that are in the Christmas Gift mailing group and then I can run a Mail Merge on that or send that list somewhere where we are actually going to execute some mailings.

There are more things in here so I’m just going to touch on the top things. For example, there are To Dos so you can set up To Dos that do interact with Outlook.

We also have opportunities where you can have long sales cycle leads that you are pursuing as an opportunity and lastly what I wanted to do is show you how this could interact with a Sales Quote.

If I go to Sales Quotes and I hit New. So here I can actually create a Sales Quote to a contact only. So this is really handy, for example if I pick 1800-Flowers like that, oh this one is actually a customer but if they were not a customer then I could create a sales quote only to a contact and when I hit Make Order it would actually create a Customer out of the contact.

So it’s pretty slick functionality. This is a way where you can set up a lot of Sales Quotes to Contacts without actually over-populating your Customer List with contacts that actually did not become customers or there was no sale towards them.

So that’s all that I wanted to show you in this video for the CRM system. There is much more in there and I might probe and create another one, another video to go into details on that.