Unlock the Potential of the Crm Cycle for Enterprises

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hello my name is my harem alkie business central program manager for western computer today I will be discussing the dynamics 365 business central CRM module with any CRM product or any decent CRM product worth its weight it all revolves around the contacts your customer contacts and all the interactions and touch points with your contacts if you get that screen or 65 degree view of your contacts so I'm going to go ahead and just do a quick search here within business central and head over to contacts and take a look at my contact what you'll see here is a listing of all the contacts the way that contact list is structured here and business central is slightly different than any other list that you would see within business central there's a hierarchy here who the parent record is and who the child record is so for example here Goodson's law firm is the company and then the people below it are not bold right so Allen Dayton and Lori are not bold so I want to just do a quick search here for let's say the Canon Group so I just typed in the CA and just define the contact that I was looking for what you'll see here again is everybody underneath the Canon Group all the people so first I'd like to talk about the can equip the contact as a company and then I'll talk about one of the individuals below it and show you how everything rolls up so I'm going to drill into the contact here for the Canon Group and what you'll see right away is there's some basic contact information who the company name is who sales rep is as well as what an important components for this just record a company or a person and then a mattock attracts things like those a lot of time interpreters modified over the last time you had an interaction or a touch point and we'll talk about these interactions in a minute the last time we attempted to contact them and then the next time that we're looking to contact them we're looking at things here like exclude from segments and we'll talk about segmentation in a minute your ability to create marketing lists based on some of the things that we're going to talk about whether it's the contact itself or some of them habits in buying history and the ability to be able to segment your contacts for marketing purposes it can be set up so it's a global contact list where everybody can see all of the context we can turn on something that's all responsibility center I'll show you that in a minute where everybody only sees their own respective contacts it's one of those cases where you can have it both ways so here I just have a flat number series for contact they all start with a CP and then 0 0 0 plus 1 plus 1 plus 1 you can have different number series so I've seen some customers have a number series specific to a sales rep code or you can put anything that you want in there you can manually enter in what that contact number is so you're not restricted to the system defining what the number series is for each individual contact that you create you can put your own number in there let's just standard within all of his essentials so you can have a system automatically assign the number or you can enter one in yourself now we do have some recommendations that we like for you to adhere to so something like a sales order for example you may not want somebody to have to generate a new sales order number every time you create a sales order but something like master records like customers vendors contacts no problem if you have a smart numbering scheme you can certainly use that here I'm going to leave the contact card open for the Canon group you'll see it here it says contact and I'm gonna go to customer and I'm gonna look at my customer list and you'll see that I have the Canon Group here this is the customer record that is different than the contact record for the Canon Group we could set up different permission sets even for customers and contacts because very often what we'll find is that our customers prefer somebody like the AR Department to manage the customer record and the sales be able to manage the contact record so here I come into the customer record for example you'll see that this is the customer card which is different than the tack card for the cannon now I can from the customer card I can come here and navigate to the contact records and then vice versa from the contact I can come and navigate to the customer card as well so I can go both ways on that so using our permission sets they can have for example read-only access to the customer record and full read/write access to the contact record that's a very common thing that we see all the time so here from within the customer card remember this is a customer master where we control things like credit limit and whether we want to block them and what-have-you from here you and I can click on that contact link and what it's going to do is it's going to open up the window for me to show me the contacts below it so the camera group is a bad example here because I've someone's playing with the data let me take a different customer and it'll show you all the contacts there below it here I'm back at the contact record and at the contact record again I see who is the responsible sales person right here Paul Paul shadow so the sales rep left full access to this from a communication standpoint we see your basic address and your phone number and fax number and websites and all of that foreign trade details if they're using different currencies and in the profile questionnaire over here and a profile questionnaire is a pretty powerful feature I'd like to come back to this after I give you a little more details about the rest of the contact components you'll see here on the right we can import things like a logo and we see a quick view of all of their opportunities right here as well so I could see how many opportunities I have enough hype line for them what the estimated value for those opportunities or the calculated value is and when we get into opportunities we'll talk a little bit more about that in detail we can associate multiple job responsibilities industry groups and or mailing groups for each of the contacts the business relations is what defines your relationship with this particular contact now this particular contact the business relation is the customer fees see that it came straight back to the customer card when I clicked on the business relation in some cases you're going to have a business relation left to leave you can even use the CRM that's in business central for interactions with your vendors so there's a business relation for vendors where I would tie a vendor master into the contact master here very much the same way we're doing it with the customers the profile questionnaire here you have the ability to have multiple different profiles and you can define what the questionnaires are for each of the profiles the best way I can describe it to you is work from simpler examples forward profile questionnaire allows you to profile your customers based on a series of questions that you define some of the questions can be filled in manually things that the system wouldn't know about so for example the number of employees the system wouldn't know what the number of employees is for this particular customer but your salespeople can fill this information in so you'll see here that this particular customer has 1 to 99 employees they are on the stock exchange and any additional business relations we can say a prayer partner all of these questions and answers are defined by you above and beyond some of the manual answers we can drive questions in here that can automatically calculate based on your customers buying habits so some of the things that we can do here is we could say hey what is the customers purchase frequency for last year they've purchased more than five times more than 10 times more than 20 times we could see what their overall dollar terms was last year well there's a sample customer they had low volume below $1,000 but what if their turn for the current year and we see the current year it's over $4,000 what was their discount usage now remember these questions here the system is dynamically calculating this and bringing this forward so the distinct advantage that you have using the CRM that's built into business central is that we have visibility to the customers buying habits and what they're buying the products categories when the volume and velocity of their purposes we can punch that data dynamically in delivery is there a limit to the number of questions that can be entered here no there is no limit as you can see it's just an ongoing list and we can keep adding more and more now I'd like to take you to me in a questionnaire reflection and give you a high level brush of some of the questionnaires that can be created so you'll see here that these are all questionnaires based on the type of contacted in so I can have a general all-purpose questionnaire I can have one at specific the customers you have one that's specific to leave so you may want to collect this information over time because again if we're looking at your standard process where its lead the customer we don't want to lose that historical data and of course these questions can be filtered based on the contact type so what we're looking at right now earlier was a contact card for the Canon Group which is a company but later when I show you a person that works for the Canon Group their question sets might be slightly different because the questions are more specific to a person rather than a company we didn't even have things in here like stops vacuum lights and sales potentials I want to show you just a very quick questioning there so right so if I say edit the questionnaire for a customer this is what it looks like now fear not this is just some back-end stuff a little bit but here's how we structure it we add a question and then we define a series of answers below it for the system to choose from and as you can see here I think keep adding as many questions as I want as many answers as I want so for each type of questionnaire I can have an infinite number of questions behind it and of course I can have an infinite number of questionnaires I'm going to come back to this record I just want to show you the slight difference between a contact card that's for a customer like the tendon group verse the contact card for a person that works for them as in David we know David works so here's the contact record for david same kind of information one of the main differences here is that pipe filled right here it shows us the person not a company but scroll down what you'll find is my questionnaires are slightly different for david for david all i'm really interested in finding out is what's the educational level of the cobby's and maybe this gender in some cases when we define those questionnaires we can define that they can only choose one answer and in other cases we can define the interest more than one answer for example hobbies i might want to say hey david has three hobbies football golf and tennis you'll notice that i was able to put three answers in under hobbies but if i was to try to say david is both male and female i'm gonna throw an error that says hey multiple answers are not allowed for this question so i have to remove one of them again these are all setups that you define when creating the question they're very powerful stuff we'll come back and talk a little bit more about these profile questionnaires when we start segmenting our contacts because later what we can do from a marketing standpoint is we can create a segment that looks and peers into those profile questionnaires and allows you to add a contact to a segment based on those answers and it could be a system-generated answer or it could be a manually entered answer both will work the same for us any good CRM is going to give you the ability to track the customer track an interaction touch point and we call that an interaction so here I'm going to go ahead and select the create an interaction and I'm presented with this large form and don't be discouraged by this we default a lot of this information as a matter of fact you could even say show less which two required fields here to create a touch point or an interaction with one of your contacts the first one is hate what template you want to use for this touch point there's some predefined templates that we like to use some very we use things like email and letters and cover sheets incoming phone calls and outgoing phone calls meetings and memos but if there's specific interaction touch points that you make less not in this list it can be added here as well so you'll see that you can add one right here but for this example I'm going to just say an outgoing phone call and by doing so it automatically brought in a brief description for me and in here I could say had a call with David to discuss something it defaulted in the salesperson code and that's really all I need to put in here I don't need to put anything else in here but if you want to tie this interaction to a particular campaign or tie this interaction touch point to a particular opportunity you can do that right here and we'll do all this again we'll get the opportunities later but I'm gonna go ahead and click OK and now what I did was I just flagged a touch point to this contact now the question is how do we see that 360-degree view well I can come here and click on navigate history and look at the interaction log entry now the interaction log entries here is going to show you two things it's going to show you those manual touch points that I just created so if I scroll down you should see that outgoing phone call somewhere enclosed there is but what it also does is it's looking to see anything the system did that was a touch point and it logs it in here so for example I'm able to see every single sales quote that was created right from the screen I can see every shipment that went out every invoice that went out every credit memo that went out directly from the same screen so we're able to track the emails at the contact level as well I'm going to flip over to email in a minute and show you how the integration over on the email side works as well because all of this works from your email as well well I'll show you that in a minute it's going to show you everything now you can set filters to specify what you're looking to see so let me go ahead and go back to the interaction log entries here so every one of these columns I can sort or filter against any one of these columns so for example here if I click on the date field I can sort ascending descending or I could still Curtis if ik values so I can say hey I want to set a filter that shows me anything that is from January 1st 2018 to let's say 12 31 2018 for example so if you're familiar with Excel you should be able to filter it here as well same kind of concept I can also filter based on the touch point the interaction type so I can come here and say hey I want to filter to anything that is an outgoing phone call for example so I can come here and say ok outgoing phone call and I can do multiple values like to show on the outgoing phone calls and emails so it just sets those filters for you and you're able to see that smash shop so now we have a contact typically a lead so we have a lead here if I'm stepping through your standard process with captured some rows we captured some information and now we're ready to create an opportunity so we're going to go ahead and we're going to create opportunity and we can define what the opportunity number is or we could let the system automatically generates the opportunity for us we can give the opportunity a description it knows that it's tied back to the Canon Group because I got here from the Canon group I can just go and create an opportunity and link it back to the contact some nice little automation there for us I can also then define who the salesperson is going to be working on this particular opportunity so we're going to go ahead and say theater and then we can define the sale cycle so we can have different sale cycles based on the client we have different sale cycles based on the prospectors eyes or just what we're looking to buy here I have just some sample sale cycles for you but I want to drill into the sales cycles and show you the structure of the sales cycle so here you'll see I have four or five sales cycles one for an existing customer one for existing large accounts or small account for a first-time small account first-time large for each of these you can define what the process is for each of these sales cycle so if I go to stages for a little extra large you're just in customer you'll see that there's five stages that we've defined again these stages are defined by you this is just some sample information so here you'll see there's an initial touch point understand exactly understand customer me product presentation proposal signed contract we can define four percent complete so the system will automatically update based on the advancement of the sales cycle what percent complete we are and will also define the chances of success based on how many different stages you have within your sales cycle you can specify what you want here we can force a quote being required at a certain stage so we could say hey by the time we get to the proposal stage we need to make sure we at least have a quote for this contact out there and type of the opportunity and the system will enforce that for you you can even define whether you're allowing a sales rep to skip a step in the sales level so as we start advancing to the sales cycle some sales also might want to skip staff and allow them or not that's up to you the date formula here you could specify what the time period for that specific stage in so you could say hey this particular sales cycle should typically last about one month or three weeks you could just find that you don't have to as you see here I leave a blank and you can advance the sales cycle based on how quickly the customer moves so I'm just going to take a step back out of editing the sales cycle I want to show it to you and I'm going to go ahead and just choose that same sale cycle so I'm going to say that this is an existing customer large account I'm going to go ahead and say ok and it's going to bring that into the sales cycle for me you'll see the days created they closed and we can even make this part of a segment so from here some of the things that we can do like I mentioned earlier I can create an interaction that ties to this particular opportunity directly so if I'm working up this opportunity and I'm going to make a phone call or I'm going to send an email I can come here and just very quickly create an interaction or create a touch point with this particular contact and what it's going to do is you'll see right here that it's relating this particular interaction automatically back to the opportunity on Ematic relation I didn't have to tell it to do that let me go ahead and click OK and now we went ahead and we tracked another touch point to this customer this time it's associated to an opportunity so from here I'm going to go ahead and activate the first stage and now it's asking me to validate or verify I'm going to go ahead and say yes and now we are in the first stage of that opportunity so you'll see here we're in the first stage room it's called the initial stage I could specify what the estimated value is for this opportunity the percent complete that we saw face on the sales page or a cycle that we had defined and it shows me I'm in that stage one I can change some of these values if I want to or if I'm allowed to chances that that came from that sale cycle and the probability as well so we're starting to build that funnel we're starting to build that pipeline I can come here and I can say okay I want to go ahead and process and at this point I can create a sales quote that's associated to this rather than just having an estimated value I create a sales quote I'll have a calculated value I can update the opportunity and advance it to the next phase I'm gonna go ahead and update that and you'll see it's best to me through a wizard everything that I'm showing here is using a desktop web client but of course you can do all of this from your phone and or tablet so what this is asking with hey how do you want to advance this well I want to go to the next stage I don't want to jump or update go back to the first page or just want to go to the next it's showing me that I'm gonna go to the second stage of cycle I can define the date and I can update the estimated value of this is going to be a $50,000 value or $500,000 value what are my chances of success when do I think I'm going to close it so let's say I'm going to close this April 2019 the spine and I'm going to go ahead and click OK so you'll see once again that here I have advanced the opportunity have updated to the second stage my percent complete updated the estimated value updated and so on and so forth now one of the things that we didn't talk about much earlier are tasks and they should have shown you tasks when we're talking about contact 70 here within context of the opportunity because this is where I see it being used the most we're talking about interactions and an interaction something that either just happened or happened previously I received an email from somebody last night or I received a phone call or I made a phone call either an hour ago or I just hung up the phone and I want to log that information what attached is is something that's going to happen in the future and that task is going to generate a reminder for me so I'm going to come here and say great task and you'll see that it gives me a list of the existing tasks that I have for this particular opportunity how did these tasks get here well we tie tasks to different stages within the opportunity so when I get to the second stage of an opportunity I'm able to remind the sales rep that they need to make a phone call in two weeks they need to send a letter in three weeks they need to follow-up in four weeks to see if the customer received the letter these are all time and date expand and of course the integration the outlook is there so I'll get the notification and that look I'll get the notification on my phone or of course I can come here and look at my task list and be able to see all of my top now once again show when I was advancing to the next stage so here I'm gonna go ahead and in advance in the third stage it was a question here to cancel existing open tasks because what we do is we generate a bunch of tasks for that bees for you and then if you want to advance to the next level what this option allows you to do is say hey despite the fact that this is a fast-moving opportunity go ahead and cancel all the tasks that I still have opened for this opportunity because I know it's going to create new ones based on the fact that I'm advancing to the next level so if there's six or eight tasks that need to be completed within a phase of an opportunity we can cancel all those tasks and then advance the phase because we know what's going to drop six or eight new tasks I don't ask those laurels for the next phase so as you can see here I could tie a sales quote or a sales order to an opportunity so for contacts we can create quotes within the system but they have to be a customer to create a sales order the difference between a sales quote and a sales order within the system is that at a sales order level we're checking their open balances we are allocating inventory when we put an item on the line but at a sales quote level we don't really care about the balance yet we don't really care about allocating inventory yet so that's why the system allows you to create quotes for contacts that are not yet customers when we advance that contact to a customer that automation I showed you a minute ago when there's the same kind of automation of advancing a sales quote to a sales order with a click of a single button it converts that sales quote for sales order checks the credit limit triggers whatever workflows that need to happen allocates the inventory for the order right from within the opportunity I could see all of the interaction touch points that have happened within that opportunity as well so I only made one interaction touch point I didn't do any tasks so here it's filtering just to the opportunity's touch points so anytime I want to see everything about happening for this opportunity this is where I would go but of course this does show up when I go all the way back to the contact record for the cañon group here and I look at the interaction log entry I will of course see that because from the contact level it's a rollup it rolls up all of the interaction touch points to show here in one central so an email is nothing more than an interaction touch so if I come back to action and I create an interaction I believe I have that set up for the Gulf outing email so if I say the Gulf outing in the background this is an email notice opened up this box here for content I can come here and say this is an email but I'm going to son go ahead and click OK now notice it created an email for me it automatically brought in the email address the subject and then bodies here I'm using a template to fill the body so that template is bringing in the company logo and the date but I can just say it's a custom message and I can just come here and fill in whatever I want so I'm going to go ahead and and just shoot that out this way here's that email that just came in you if I'm here in that look and I have an email like this where customers saying send me a quote for something right here you'll see business central we can click on the contact insights now what this is doing in the background it's opening up this is central for me and it's giving me all the details behind business central so I see what the customers balance is what their past due is last year to date sales this year to date sales I could see if they have overdue by timeframe all their sales orders and sales quotes all kinds of statistics and so on and so forth so right from within outlook I'm seeing all this information once again here I can create a sales quote directly from Outlook this fella is requesting a quote for a bike I don't have to leave Outlook and go to business central to do this I can do it right from here so it saw automatically that he's part of the Canon Group it brought that information in here and then again all I have to do is just choose item and put the bike in and I'm good to go put a quantity of one in so the level of integration here is all built into that whole Microsoft stack that we know a lot there's certainly a lot more to show you underneath the contact things like applying templates so that we're creating contacts quicker and like I said earlier I have a contact that can convert them to a customer or a vendor or bang some of these examples for you and then from a process standpoint see where I can create sales quotes form and opportunities I want to move on and talk a little bit about segments and campaign as they relate to the contacts here so I'm going to go ahead and jump over to segments I'm going to go ahead and create a new segment here give it a description I can have a sales person own a particular segment I'm not going to feel like a marketing list now the question here becomes how do we get contacts into the lists here well would you say add contacts were presented with the ability to have different ways of bringing a lot of contacts in some very easy and common examples are based on the contact record what commonality are you looking for so for example give me everybody who has a sales rep code of I need a hill or I think the example I was using was Peter that's easy to do and any system will do this for you however where we have some additional powers here some additional super powers so I should say is that we can pull answers from those profile questionnaires that we saw earlier so remember the profile questionnaire is crunching the data the customers buying habit it's putting them into buckets and now we're coming here and we're saying hey anybody that purchased a certain grouping of product or has specific buying habits I want to be able to pull them into a certain bucket so remember earlier when we were looking at some of those answers in the tannin group and we saw that there were top 25% of our customers I can pull that list back and know exactly across all of my customers and market to them specifically you're only going to see this with something that has all the financial data and all the sales data in it you have spirit systems you're not able to pull that kind of level together interaction log entries anybody who I reached out about the golf outing anybody that I sent an email to about the golf outing anybody who I had a phone call with in the last few days anybody who I had a touch point based on an opportunity in the last two days I can pull them all in here and then finally value entries and value entries let me define what value entries are here within business central anytime somebody purchases anything in the background we're creating a value entry that value entry ultimately makes its way over to the GL but the power behind this is saying hey give me every customer that's ever purchased a bicycle or a group of bicycles or within a certain D or within a specific posting group specific type of product so we're going to go ahead and say ok now as a system is going to go out there and it's going to look for everybody that's purchased bike and it's going to bring back their contact records for us I tried to make a really simple example here not that too many records come back but certainly I can pick a very broad example and it will pull them all back for us before I tie it all together of course you can come in here and add contact 1v2 this is a commonality something people can always do I can manually put a contact in there I can also continue to add to the place so I can come here and continue to add more contacts into this segment I can change my criteria and reuse it later I'm going to do a pretty broad example here now I'm going to say everybody who has a sales person code of Peter I brought back all of Peters contacts you'll see there's 40 lines I came back and we did three search criteria pull this list back as well two plus one where I give some Offerman here manual so here's the criteria it shows you then you can drill in and see exactly what those filters were that we added how did I get here how did I get the slipper forty people well first I did a value entry filter for the bike then I mainly I need to contact then and everything's a salesperson equalling Peter now let's tie all this together so now that you guys know how with great segments and you guys know what interactions are I can create a segment in automating interactions going out so if I want to invite all 40 of these people to the golf outing simply come here interaction template choose the golf outing it's gonna send this email to everybody I'm gonna say no but it's saying hey you're about to do this are you sure I could put the subject in I can do an email template and associate it here and once I log the segment it'll push everything out this is a way to create a lot of interactions very very quickly bringing it full circle for you I can take this entire segment and drop them into a campaign and we're talking about campaigns we have campaign targets and campaign responses and typically what you'll find is if I'm sending an email blast to a hundred people the general rule is that one percent get back to you on it when I send an initial hundred person email out that's my campaign target that one person that comes back to me is my campaign response so you take this you scale it up a thousand emails go out ten people come in now I have two segments and we use those two segments from a reporting standpoint to measure the effectiveness of the campaign what the responses are and all that gets tracked back to the interaction log entries thank you for watching please be sure to subscribe to our channel to stay up to date on the latest product releases and tips and tricks from lesson computer