CRM – overview

To remain competitive and profitable, you must identify, communicate, and track the requirements of business partners. In CRM, you can specify and track sales and marketing data in a flexible way. You can specify information on prospective business partners, maintain additional information on current business partners, use opportunities to record and monitor sales potentials, and create, schedule, and report on various sales and marketing activities. Contacts and activities can be synchronized between CRM and Microsoft Exchange.

CRM does not have a set of mandatory steps. All information is optional.

Customer relation management master data

Before you can use CRM, you must define the master data.

For more information, refer to CRM – master data.

Customer relation management functionality

You can use CRM to execute the following:

  • Carry out opportunities
  • Define activities
  • Create letters
  • Create selection expressions
  • Create reports
  • Use the customer 360 session

For more information, refer to CRM – functionality.

CRM- Text Editor

When you create letters, you can use the Text Editor to maintain the layout of standard letters.

When you create selection expressions, you can use the Text Editor to create expressions.

For more information, refer to CRM – Text Editor.

Synchronizing CRM contacts and activities to Microsoft Exchange

Contacts from LN can be synchronized to Microsoft Exchange.

Activities with the Call or Appointment types can be synchronized as calendar events between LN and Microsoft Exchange. Calendars are synchronized in both directions.

For more information, refer to Synchronizing CRM contacts and activities to Microsoft Exchange.

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