Chapter 1: Introduction

This chapter introduces students to the Microsoft Axapta Sales and Marketing course and the topics that are covered in the following chapters.

After completing this module, students should be able to:

• Know the purpose of this course.
• Know who the target group is for this course.
• Know the content of the chapters the manual. 

Chapter 2: What is Customer Relationship Management?

This chapter explains the basic principles of Customer Relationship Management (CRM) and the possibilities that the use of IT-technology brings to Customer Relationship Management. The chapter describes the key elements in the Microsoft Axapta Sales and Marketing module which refer to basic customer relationship management theory in order to create an understanding of the ideas behind the module.

After completing this module, students should be able to:

• Understand the basic theory behind Customer Relationship Management.
• Understand the CRM-based elements in the Sales and Marketing module.
• Gain an overview of the various parts of the Sales and Marketing module.

Chapter 3: Required CRM Setup

This chapter explains to you the procedures used to perform the required setup of the Microsoft Axapta CRM module. These procedures are used by all professionals that are involved with implementing and maintaining an installation of Microsoft Axapta CRM.

After completing this module, students should be able to:

• Maintain and set up the required number sequences in CRM.
• Create the relation types in the CRM module.
• Create and maintain CRM employees and connect these employees with their respective User IDs in Microsoft Axapta.
• Create and maintain the values which are to be the defaults when creating the various business relations.
• Set up and maintain transaction logging for CRM transactions.

Chapter 4: The Sales Organization

This chapter explains to you the procedures used to perform the required setup of the Microsoft Axapta CRM module. These procedures are used by all professionals that are involved with implementing and maintaining an installation of Microsoft Axapta CRM.

After completing this module, students should be able to:

• Set up the categorizations necessary to use the Business relations functionality correctly.
• Define the required setups.
• Create and maintain business relations.
• Import Business relations from an external import file.
• Understand which reports are available for contact management purposes. 

Chapter 5: The Salesperson

This chapter explains a key component of the Microsoft Axapta Sales and Marketing module – the salesperson. The salesperson, also referred to as the Sales and Marketing employee, administers and maintains the day-to-day contacts with the business relations that the salesperson is responsible for.

After completing this module, students should be able to:

• Set up and maintain the contact person(s) connected with a business relation.
• Set up and maintain (plan) activities for business relations.
• Use the workbook to monitor and update any planned activities.
• Create and send quotations to business relations.

Chapter 6: The Marketing Organisation

This chapter explains how the Campaign module in Microsoft Axapta gives you the ability to segment the audience by meaningful profiles that help you to refine a marketing message, execute a campaign, track responses and automatically send the right literature to all targets. You also see how the expenses related to the campaign are displayed on the Campaign form, allowing marketing personnel to gain an expense overview as well as a sales overview. You can gain an overview of all activities, expenses, and business relations in one collected framework.

After completing this module, students should be able to:

• Set up the Market Automation tables for use.
• Create the desired default values when creating campaigns.
• Create and structure a campaign.
• Associate a campaign to a project.
• Define campaign targets.
• Broadcast a campaign and collect the responses to that campaign.
• Build a library in the encyclopedia.

Chapter 7: Telemarketing

This chapter explains how Microsoft Axapta facilitates creating, registering, and administering the telephonic contact between a company and its business relations. The contact can be for direct marketing purposes or be associated with a questionnaire or other activities directed towards that particular contact person.

After completing this module, students should be able to:

• Set up the Microsoft Axapta Telemarketing module for use.
• Set the relevant parameters for telemarketing.
• Create a call list.
• Administer and distribute a call list.
• Execute a telemarketing initiative.
• Utilise the telemarketing reports to gain an overview of the entire telemarketing initiative

Chapter 8: Sales Management

This chapter shows how Sales Management statistics provide help to executives and salespersons to monitor the sales process. Sales Management statistics present sales statistics as a graphic overview of actual sales, sales activities and forecast sales opportunities in the pipeline.

After completing this module, students should be able to:

• Reflect the sales organization by creating sales units.
• Attach employees to the created sales units and maintain them.
• Define sales targets for the sales unit and sales personnel.

Chapter 9: Common Tools Setup

This chapter details how to set up, maintain, and utilize document handling in the Sales and Marketing module as well as how to set up, maintain, and utilize Sales and Marketing synchronization to Microsoft Outlook. Additionally, the chapter describes how to incorporate a Computer Telephone Integration (CTI) system using the Microsoft TAPI protocol.

After completing this module, students should be able to:

• Set up document handling in Microsoft Business Solutions – Axapta to facilitate document handling in Sales and Marketing.
• Set up and maintain synchronization from the Sales and Marketing module to Microsoft Outlook.
• Create and attach a document to an activity, business relation, or contact person.
• Create and attach word templates for use in Axapta Sales and Marketing.
• Generate, create, and merge mailings.