microsoft dynamics crm - twbs0101
TRANSCRIPT
DYNAMICS CRM - TWBS101
Sözlük
Lead = Müşteri Adayı
Account = Müşteri
Contact = İlgili Kişi
Opportunity = Fırsat
Activity = Aktivite
Parent Account = Üst Müşteri
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Temel CRM İlişkileriLead – Account – Contact – Opportunity
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Account-Contact Structure
CRM – Single Account, Single Contact Structure
Activities
1.Convert Lead into
Account and
Contact
2. This will create a link between the Account
and the Contact
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CRM – Single Account, Multiple Contact Structure
Activities
1.Convert Lead into
Account and Contact
2.Each new Contact should be linked to
an Account
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3
3.Individual Opportunities & Activities can
be linked to Contacts
Account-Contact Structure
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CRM – Multiple Account, Multiple Contact Structure
1.Convert Lead into
Account and
Contact
2.Each sub Account should be
linked to the parent Account
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3 3
43. Each sub Contact should be
linked to the sub Account
4. Individual Opportunities &
Activities can be linked to Contacts
Account-Contact Structure
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Data Flow
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Data Flow
Master Record – ( ie. all other info is viewable through here).
Activities
Activities
Contact links to the Account and Activities are created
against Contact
Opportunity links to the Contact and
Activities are created against Opportunity
Temel Kayıt TipleriACCOUNT
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The Account Card should be completed with as much information as possible on the General tab
Account Card
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Account Card
More Addresses
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Account Card
More Addresses –select ‘New
Address’
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Account Card
Additional addresses –can be added, for example, if the Account has a separate production or warehouse facility
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Account Card
Sales
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Account Card
Sales –From the ‘Opportunities’menu select ‘New Opportunity’
(The ‘Quotes’, ‘Orders’ and ‘Invoices’ section may not be utilised initially)
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Account Card
New Opportunities can be created relating to quotations and pricing situations
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Account Card
Activities
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Account Card
Activities –All the activities for the Account can be viewed
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Account Card
Sub-Accounts
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Account Card
Sub-Accounts –Select ‘New Account’
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Account Card
Sub-Accounts –Used to link accounts together
Eg. Nederman Ireland is…a Sub-Account of Nederman UK.
Nederman UK is… a Sub-Account of Nederman Holding AB
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Account Card
Contacts –Select ‘New Contact’
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Account Card
Contacts –Additional Contacts can be added for the same Account
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Account Card
Notes
Notes–Select ‘New Note’Then type the title of the note –save your work
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Account Card
Notes –can be added as plain text or alternatively files can be attached
Double click the note to open more details
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Account Card
Marketing – this will show any ‘marketing list’ the account is a member of or any ‘campaign’ the account is connected to.
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Account Card
Relationships
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Account Card
Relationships –eg. An end-user customer may always purchase through a distributor
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Account CardRelationships –complete relevant fields
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Creating an Activity
Activities can be created from Leads, Opportunities, Accounts, Contacts etc dependant upon how you want to link the activity.Select ‘Activities’Then ‘New Activity’
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Creating an Activity
The window allows you to select from the options shown below.
For this example we have chosen ‘phone call’ (the next activity will be by telephone)
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Creating an Activity
This window lets you add details for the phone call
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Creating an Activity
Add ‘Subject’
Add ‘Comments’
Add Follow up
Date and time
Then ‘save’ the window
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Creating an Activity
The Window changes slightly, adding an ‘Actions’option and additional functions
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Creating an Activity
The ‘Actions’option allows the activity to be assigned to a
colleague if necessary
The window should be saved
again – the activity has been
created
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Creating an Activity
The activity is shown on the ‘Home-Page’ of the CRM Window of whichever user it has been assigned to.
The activity can be re-opened to be worked on by double clicking it
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Creating an Activity
Any additional notes or comments should be added.
The activity must either be closed or alternatively can be forward dated for further
follow up
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Creating an Activity
If the ‘close phone call’ option is selected the following window will appear and show a choice as detailed below
If these are selected the activity will close and be removed from the
Activities Page
Temel Kayıt TipleriCONTACT
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Contact Card
The Contact Card should be completed with as much information as possible on the General tab
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Contact Card
More Addresses
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Contact Card
More Addresses –select ‘New Address’
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Contact Card
Additional addresses –can be added, for example, if the Contact has a second office
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Contact Card
Sales
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Contact Card
Sales –From the ‘Opportunities’menu select ‘New Opportunity’
(The ‘Quotes’, ‘Orders’ and ‘Invoices’ tabs may not be utilised initially)
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Contact Card
New Opportunities can be created relating to quotations and pricing situations
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Contact Card
Cases – this section is not relevant at the moment
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Contact Card
Activities
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Contact Card
Activities –Select ‘New Activity’
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Contact Card
Activities –Choose Activity Type
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Contact Card
Add ‘Subject’
Add ‘Comments’
Add Follow up
Date and time
Then ‘save’ the window
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Contact Card
Notes
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Contact Card
Notes –can be added as plain text or alternatively files can be attached
Double click the note to open more details
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Contact CardMarketing – this will show any ‘marketing list’ the account is a member of or any ‘campaign’ the account is connected to.
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Contact Card
Relationships
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Contact Card
Relationships –eg. An end-user customer may always purchase through a distributor
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Contact Card
Relationships –complete relevant fields
Temel Kayıt TipleriLEAD
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Creating a Lead
From the Outlook menu bar choose “CRM” - “New Record” – “Lead”
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Creating a Lead
A new LEAD window appears.
Red Bold text = Information must be includedBlue Bold Text = Information is recommendedBlack Text = Information
Then, “Save”the window
It is beneficial to ‘capture’ as much
information as possible
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Creating a LeadWhen the information is saved the screen changes showing the following details…Extra fields/information have been added
‒ The lead is now created
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Converting a Lead
Open ‘Leads’ from Microsoft CRM
You will see all leads assigned to you –Highlight and double click the lead you want to work with
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Converting a Lead
A separate window will open showing the lead – there is an option to ‘convert lead’
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Converting a Lead
Here are options to either Qualifyor Disqualify the lead
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Converting a Lead
Disqualify–Choose from options shown.
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Converting a Lead
Qualify–Choose from options shown (Account, Contact, Opportunity)
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Converting a Lead‒ Account
‒ Creates an ‘account card’ that can be used for future contact, sales and marketing
information
‒ Contact
‒ Creates a ‘contact card’ that is merged with the account card detailing individuals
information – (this can also appear in your Microsoft Outlook / Contacts)
‒ Opportunity
‒ Creates an ‘opportunity’ that can be used to view and track anticipated revenue, product
interest, competitor information
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Converting a Lead
For this example we will choose to create an Account, Contact and Opportunity
(An Opportunity is normally created to track a quotation or pricing situation)
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Account Card
The Account Card should be completed with as much information as possible on the General tab
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Contact Card
The Contact Card should be completed with as much information as possible on the General tab
NB. The Contact Card can also create an entry
in your Microsoft Outlook / Contacts
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Opportunity Card
The Opportunities Card should be completed with as much information as possible on the General tab
An Opportunity is normally created to track a quotation or pricing situation
Temel Kayıt TipleriOPPORTUNITY
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Opportunity Card
The Opportunity Card should be completed with as much information as possible on General tab
Very important to complete this section
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Opportunity Card
Products – this section is not relevant at the moment
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Relationships –an opportunity can be linked to more than one customer
Opportunity Card
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Sales Process – this section is not relevant at the moment
Opportunity Card
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Competitors
Opportunity Card
Competitors –Select ‘Add Existing Competitor’
Opportunity Card
Relevant Competitors to this Opportunity can be added using the ‘find’ function
Then highlight the
Contact
and add them to the
record
Opportunity Card
Activities
Opportunity Card
Activities –Select ‘New Activity’
Opportunity Card
Activities –Choose Activity Type
Opportunity Card
Then ‘save’ the window
Add ‘Subject’
Add ‘Comments’
Add Follow up
Date and time
Opportunity Card
Notes
Opportunity Card
Notes –can be added as plain text or alternatively files can be attachedeg. A copy of the quotation
Opportunity Card
From ‘Opportunities’ double click the Opportunity that you wish to close
Closing An Opportunity
From the ‘Actions’menu select ‘Close Opportunity’
Closing An Opportunity
We can choose either ‘Won’or ‘Lost’and complete the respective information
Closing An Opportunity
PazarlamaMARKETING LIST
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Marketing List
Marketing List –A function used to group ‘Accounts’, ‘Contacts’ or ‘Leads’ for marketing purposes
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Marketing List
Marketing List –Select ‘New’ to create a marketing list
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Marketing List
Marketing List –Complete necessary information
When you SAVE the
form these options
become available
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Marketing List
Marketing List –To add members to the list select ‘Members’ and choose ‘Manage Members’
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Marketing List
Marketing List –Members can be added using ‘lookup’ or ‘advanced find’
Members can also be removed from a
marketing list or the list can be updated
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Marketing List
Marketing List –Using ‘advanced find’ we have selected country as ‘Spain’ and Account relationship type as ‘Reseller’
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Marketing List
Marketing List –The window shows all the records from the ‘advanced find’
Add them to the
Marketing List here
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Marketing List
Marketing List –The list is now populated with the records you have requested
SAVE the form
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Marketing List –The list appears in the main window
PazarlamaQUICK CAMPAIGN
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Quick Campaign
Quick Campaigns –A function used to target grouped records
Use Advanced Find to ‘filter’
your target audience
In this example we have
selected all Contacts who
are based in Surrey
Then choose ‘Find’
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Quick Campaign
Quick Campaigns –Select ‘Create Quick Campaign’ to show a choice of records to include –we will choose ‘For All Records on All Pages’
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Quick Campaign
Quick Campaigns – the wizard opens –choose ‘Next’
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Quick Campaign
Quick Campaigns –Add a name for the campaign
Quick Campaigns –Select the type of activity that the quick campaign will create.
-Choose who will be the owner of the activity (ie. who will do it).
Quick Campaign
Quick Campaigns – Activities : what happens…?
Phone Call –An activity will be created as an openphone call
Appointment –An activity will be created as an open / scheduledappointment
Letter –An activity will be created as an openletter
Lettervia Mail Merge –A closedletter activity will be created in the History of the record
Fax –An activity will be created as an openfax
Faxvia Mail Merge –A closedfax activity will be created in the History of the record
Email –A closedemail will be created in the History of the record
Email via Mail Merge –MS Word can be used to create email templates -A closedemail will be created in the History of the record
*If/When creating an email quick campaign be VERY AWAREof the file size you are attempting to send*
Quick Campaign
Quick Campaigns – In this example we have chosen a ‘letter’
Quick Campaign
Quick Campaigns –The wizard is completed – if the information is correct choose ‘Create’
Quick Campaign
Quick Campaigns –The activity is added to the record.
Quick Campaign
Quick Campaigns – If we choose ‘Letter via Mail Merge’
Quick Campaign
Quick Campaigns –Select the document to open and choose ‘Open Word’
Quick Campaign
Quick Campaigns –Once the mail merge has been completed and the letters printed, a reference to the quick campaign is added to the History of the record
Quick Campaign
Quick Campaigns –The record can be found in the folder list under Microsoft CRM / Marketing / Quick Campaigns –double click the campaign to open it
Quick Campaign
Quick Campaigns –The record will show letters created, responses and who the letter was sent to
Double click the letter
Quick Campaign
PazarlamaCAMPAIGN RESPONSES
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Campaign Responses –Find the ‘Campaign’ or ‘Quick Campaign’ – then open the required record
Campaign Responses
Campaigns –select ‘Campaign Responses’ from the menu –select ‘New’ to create a new response
Campaign Responses
Campaigns –Thallows e response form info to be added if it is from an existing record (Account, Contact or Lead) or a new enquiry –save the form.
Existing record
New customer
Details : will create
an open activity
against the customer
record
Campaign Responses
Campaign Responses –The activity is shown in the Activities section of the database and against the customers record
Closing Campaign Responses
Campaign Responses –When the form is saved new options are shown – the campaign response can be converted
Closing Campaign Responses
Campaigns –Either close the response and convert to a record if further action is required… or close and complete/cancel the response.
Closing Campaign Responses
Diğer ÖzelliklerFORM ASSISTANT
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Form AssistantForm Assistant – Can be found on most cards on the right hand side. The icon highlighted by can be used to hide or show the assistant
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Form Assistant – In this example we are looking at an Account card
The form assistant works with
any field displaying this symbol
Click inside the field
The form assistant displays the corresponding field
Use the find function to search
Click the correct result to add
the details to the form
Form Assistant
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Form Assistant – In this example we are looking at an Account card
The search result is added to
the form
Form Assistant
Diğer ÖzelliklerADVANCED FIND
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Advanced Find
Advanced Find – from Outlook menu bar select ‘CRM’ / ‘Advanced Find’
Choose which
record to find
Add search
criteria
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Advanced Find
Reports – The results can be opened to work on
Double-click
to open
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Advanced Find – Add additional columns
Choose which
record to find
Add search
criteria
Then choose
Edit Columns
Advanced Find
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Advanced Find – Add additional columns
Add columns by choosing the ‘Add Columns’
Remove columns by highlighting the column and
choosing ‘Remove’
Advanced Find
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Advanced Find – Add additional columns
Add whichever columns you want to
see
Advanced Find
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Advanced Find – When the search criteria has been entered, select ‘Save As’
Advanced Find
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Advanced Find
Advanced Find – Add a relevant ‘Name’ for the filter and a description if necessary.
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Advanced Find – There are 2 places we can view this data. The first is on the ‘Saved Views’ tab of ‘Advanced Find’.
Advanced Find
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Advanced Find – There are 2 places we can view this data. The second is from the View drop down menu in CRM/Outlook.
As the ‘View’ was built
from the ‘Account’
I need to select Accounts
to view the data
Advanced Find
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