| About this Course
This two-day instructor-led course provides students with the knowledge and skills to implement, adjust or use the CRM module of Microsoft Dynamics AX 2009. It assumes that participants have a working knowledge of Microsoft Dynamics AX.
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| Audience Profile
This course is intended for professionals that are implementing the CRM module as well as end users of the module.
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| At Course Completion
After completing this course, students will be able to:
- Understand the theory and concepts of contemporary customer relationship management.
- Describe the purpose and benefits of using the sales and marketing module in Dynamics AX 2009.
- Understand that the sales and marketing module is made up four parts, namely Sales Force Automation, Sales Management, Marketing Automation, Telemarketing and Enterprise Portal.
- Perform the necessary setup involved in the use of the CRM module.
- Reflect the sales organization by creating sales units.
- Attach employees to the sales units and maintain them.
- Set up the categorizations necessary to use the business relations functionality.
- Create, maintain and work with business relations.
- Setup, maintain and work with contacts connected with business relations.
- Setup and maintain activities in the CRM module.
- Setup and maintain responsibilities in the CRM module.
- Setup, create, maintain and work with leads.
- Setup, create, maintain and work with opportunities.
- Create, send and update quotations to business relations.
- Create and structure marketing campaigns.
- Associate marketing campaigns to a project.
- Define campaign targets.
- Execute a telemarketing initiative using Microsoft Dynamics AX CRM functionality.
- Define sales targets for the sales unit and sales personnel.
- Setup and use the sales management tools.
- Create and attach a document to an activity, business relation, contact or any other record in the CRM module.
- Create, maintain and work with mail lists and merge files.
- Setup and maintain synchronization from the CRM module to Microsoft Outlook.
- Understand the functionality available in the enterprise portal.
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