<?xml version="1.0" encoding="utf-8"?>
<ManualTopic ID="/baanerp/td/onlinemanual/000422" xml:lang="en">
   <Header>
      <Title>CRM –
		overview</Title>
      <Keyword type="header" order="d1e1302048">
         <Level1>CRM</Level1>
         <Level2>overview</Level2>
      </Keyword>
   </Header>
   <AimSection>
      <Paragraph>To remain competitive and profitable, it is essential for a
		company to identify, communicate, and track the requirements of a business
		partner. Customer relations management ( <GUIRef href="/baanerp/crm" role="package">CRM</GUIRef>) enables you to create, record, and track sales and
		marketing data in a flexible way. By means of <GUIRef href="/baanerp/crm" role="package">CRM</GUIRef>, you can maintain
		information on prospective business partners as well as additional information
		on current business partners. Users can also create, schedule and report on
		various sales and marketing activities. Contacts and activities can be
		synchronized between <GUIRef href="/baanerp/crm" role="package">CRM</GUIRef> and Microsoft Exchange</Paragraph>
      <Paragraph> 
         <GUIRef href="/baanerp/crm" role="package">CRM</GUIRef> does
		not have a set of mandatory steps that must be followed. All the information is
		optional, which gives a free flow to use the data.</Paragraph>
   </AimSection>
   <GeneralSection>
      <SectionTitle>Customer relation management master data</SectionTitle>
      <Paragraph>Before you can use <GUIRef href="/baanerp/crm" role="package">CRM</GUIRef>, you must define the master data.</Paragraph>
      <Paragraph>For more information, refer to <Link href="/baanerp/td/onlinemanual/000423" role="manual">
            <GUIRef href="/baanerp/crm" role="package">CRM</GUIRef> – master data</Link>.</Paragraph>
   </GeneralSection>
   <GeneralSection>
      <SectionTitle>Customer relation management functionality</SectionTitle>
      <List>
         <ListIntro>You can use <GUIRef href="/baanerp/crm" role="package">CRM</GUIRef> to execute the following:</ListIntro>
         <ListItem>Carry out opportunities.</ListItem>
         <ListItem>Define activities.</ListItem>
         <ListItem>Create letters.</ListItem>
         <ListItem>Create selection expressions.</ListItem>
         <ListItem>Create reports.</ListItem>
         <ListItem>Use the account manager dashboard session.</ListItem>
      </List>
      <Paragraph>For more information, refer to <Link href="/baanerp/td/onlinemanual/000428" role="manual">
            <GUIRef href="/baanerp/crm" role="package">CRM</GUIRef> – functionality</Link>.</Paragraph>
   </GeneralSection>
   <GeneralSection>
      <SectionTitle>Synchronize CRM contacts and activities to Microsoft
		Exchange</SectionTitle>
      <Paragraph>
         <Link href="/baanerp/tc/glossary/glossary#Contact_tc" role="glossary">Contacts</Link> from LN can be synchronized
		to Microsoft Exchange.</Paragraph>
      <Paragraph>
         <Link href="/baanerp/td/glossary/glossary#ActiviSMI_td" role="glossary">Activities</Link> of the type <GUIRef href="/baanerp/tc/domains/com.actp#call" role="option">Call</GUIRef> and <GUIRef href="/baanerp/tc/domains/com.actp#appointment" role="option">Appointment</GUIRef> can be synchronized as calendar events between LN and Microsoft
		Exchange. Calendars are synchronized in both directions.</Paragraph>
      <Paragraph>For more information, refer to <Link href="/baanerp/td/onlinemanual/000434" role="manual">Synchronization of <GUIRef href="/baanerp/crm" role="package">CRM</GUIRef> contacts and activities to Microsoft Exchange</Link>.</Paragraph>
   </GeneralSection>
   <GeneralSection>
      <SectionTitle>CRM-
		Text Editor</SectionTitle>
      <Paragraph>If you create letters, you use the Text Editor to maintain the
		layout of standard letters.</Paragraph>
      <Paragraph>If you create selection expressions, you use the Text Editor to
		create expressions.</Paragraph>
      <Paragraph>For more information, refer to <Link href="/baanerp/td/onlinemanual/000430" role="manual">
            <GUIRef href="/baanerp/crm" role="package">CRM</GUIRef> – Text Editor</Link>.</Paragraph>
   </GeneralSection>
   <RelatedTopics>
      <SectionTitle>Related topics</SectionTitle>
      <RelTopic>
         <Link href="/baanerp/td/onlinemanual/000428" role="manual">
            <GUIRef href="/baanerp/crm" role="package">CRM</GUIRef> – functionality</Link>
      </RelTopic>
      <RelTopic>
         <Link href="/baanerp/td/onlinemanual/000423" role="manual">
            <GUIRef href="/baanerp/crm" role="package">CRM</GUIRef> – master data</Link>
      </RelTopic>
      <RelTopic>
         <Link href="/baanerp/td/onlinemanual/000430" role="manual">
            <GUIRef href="/baanerp/crm" role="package">CRM</GUIRef> – Text Editor</Link>
      </RelTopic>
      <RelTopic>
         <Link href="/baanerp/td/onlinemanual/000434" role="manual">Synchronization of <GUIRef href="/baanerp/crm" role="package">CRM</GUIRef> contacts and activities to Microsoft Exchange</Link>
      </RelTopic>
   </RelatedTopics>
</ManualTopic>