The addition of Service Management in version 3.7 meant that Dynamics NAV could properly claim to provide a full CRM solution. Over time this evolved into support Sales Process Automation (quote production, pipeline management, forecasting etc) and Marketing Information Systems (campaign management, segmentation etc). Initially this was the ability to hold multiple contacts against a customer, prospect or supplier and the ability to convert a prospect into a customer (or supplier) record. Microsoft Dynamics NAV has had basic Contact Management since version one was released in the early 1990s. Service Management: contract management and call logging and progression.the ability to specify target groups by static and transactional information and create activities Marketing Information Systems: this includes segmentation and campaign tools such as managing campaign budgets, i.e.Sales Force Automation: process management such as interaction notes, forecasts, pipeline management and quote production.Contact Management: the holding of static details such as name, address, contact preferences.The term CRM, or Customer Relationship Management, is a term open to interpretation and can mean different things to different people in different situations but there are four aspects to customer relationship management systems, the first three of which are essential for a system to claim it is a true CRM: What is CRM (Customer Relationship Management)
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