<?xml version="1.0" encoding="utf-8"?>
<ManualTopic ID="/baanerp/td/onlinemanual/000428" xml:lang="en">
   <Header>
      <Title>CRM – functionality</Title>
      <Keyword type="header" order="d1e1302761">
         <Level1>CRM</Level1>
         <Level2>functionality</Level2>
      </Keyword>
   </Header>
   <GeneralSection>
      <List>
         <ListIntro>You can use <GUIRef href="/baanerp/crm" role="package">CRM</GUIRef> to do the following:</ListIntro>
         <ListItemHead>Carry out opportunities</ListItemHead>
         <ListItem> 
            <Link href="#opportunity" role="internal" Update="No">Opportunities</Link>
         </ListItem>
         <ListItemHead>Define activities</ListItemHead>
         <ListItem>
            <Link href="#activities" role="internal" Update="No">Activities</Link>
         </ListItem>
         <ListItemHead>Create letters</ListItemHead>
         <ListItem>
            <Link href="#letters" role="internal" Update="No">Letters</Link>
         </ListItem>
         <ListItemHead>Create selection expressions</ListItemHead>
         <ListItem>
            <Link href="#selection" role="internal" Update="No">Selection expressions</Link>
         </ListItem>
         <ListItemHead>Create reports</ListItemHead>
         <ListItem>
            <Link href="#reports" role="internal" Update="No">Reports</Link>
         </ListItem>
         <ListItemHead>Use the CRM dashboard session</ListItemHead>
         <ListItem>
            <Link href="#dashboard" role="internal" Update="No">CRM dashboard</Link>
         </ListItem>
      </List>
   </GeneralSection>
   <GeneralSection ID="opportunity">
      <SectionTitle>Opportunities</SectionTitle>
      <Paragraph>Opportunities are used by a sales person to record and monitor
		sales information related to a business partner to perform marketing tasks
		sequentially over time.</Paragraph>
      <Paragraph>You can create <Link href="/baanerp/td/glossary/glossary#000178" role="glossary">opportunities</Link> in the <Link href="/baanerp/td/smi/tdsmi1610m000" role="session">Opportunity (tdsmi1610m000)</Link> session.</Paragraph>
      <Note>
         <SectionTitle>Note</SectionTitle>
         <List>
            <ListIntro>You can use the data in this session to:</ListIntro>
            <ListItem>Assign and reassign an opportunity to a <Link href="/baanerp/td/glossary/glossary#000160" role="glossary">sales representative</Link>.</ListItem>
            <ListItem>Maintain the progress on an opportunity by updating the <Link href="/baanerp/td/glossary/glossary#PhasesInTheP_td" role="glossary">phase</Link> of the <Link href="/baanerp/td/glossary/glossary#000403" role="glossary">sales process</Link>, which is linked to the opportunity.</ListItem>
            <ListItem>Update the opportunity status.</ListItem>
            <ListItem>Enter, maintain, or delete activities linked to an
			 opportunity.</ListItem>
            <ListItem>Assign contacts to an opportunity in the <Link href="/baanerp/td/smi/tdsmi1122m000" role="session">Contacts by Opportunity (tdsmi1122m000)</Link> session, which displays who to contact at
			 the business partner for this opportunity.</ListItem>
            <ListItem>Add items to an opportunity in the <Link href="/baanerp/td/smi/tdsmi1113m000" role="session">Items by Opportunity (tdsmi1113m000)</Link> session, which you can offer as sales <Link href="/baanerp/td/glossary/glossary#000202" role="glossary">quotation lines</Link> to a business partner.</ListItem>
            <ListItem>Add reference information to an opportunity in the <Link href="/baanerp/td/smi/tdsmi1115m000" role="session">References by Opportunity (tdsmi1115m000)</Link> session.</ListItem>
            <ListItem>Globally add <Link href="/baanerp/td/glossary/glossary#FeaturDefini_td" role="glossary">attributes</Link> to an
			 opportunity in the <Link href="/baanerp/td/smi/tdsmi1111m000" role="session">Attributes by Opportunity (tdsmi1111m000)</Link> session.</ListItem>
         </List>
      </Note>
      <GeneralSection>
         <SectionTitle>Generate a sales quotation from an opportunity</SectionTitle>
         <Paragraph>Because a <Link href="/baanerp/td/glossary/glossary#SalesQuotat_td" role="glossary">sales quotation</Link> can be generated from an opportunity, an opportunity can be
		  the basis for product offers to a business partner. If items are added to an
		  opportunity, <Link href="/baanerp/td/glossary/glossary#000202" role="glossary">quotation lines</Link> can be generated for the items when
		  generating a sales quotation from an opportunity.</Paragraph>
         <Note>
            <SectionTitle>Note</SectionTitle>
            <List>
               <ListIntro>In the <GUIRef href="/baanerp/td/smi/tdsmi1610m000" role="session">Opportunity (tdsmi1610m000)</GUIRef> session, you can:</ListIntro>
               <ListItem>Add items to an opportunity on the <GUIRef href="" role="manual" Update="No">Items</GUIRef> tab, which refers to the <Link href="/baanerp/td/smi/tdsmi1113m000" role="session">Items by Opportunity (tdsmi1113m000)</Link> session.</ListItem>
               <ListItem>Generate a sales quotation and quotation lines from the
				opportunity by clicking <GUIRef href="/baanerp/td/smi/tdsmi1610m000#generate.quotation" role="manual">Generate Quote</GUIRef> on the <Link href="/baanerp/tc/glossary/glossary#specific" role="glossary">appropriate</Link> menu.</ListItem>
            </List>
         </Note>
         <List>
            <ListIntro>The following apply to the generation process:</ListIntro>
            <ListItem>Only items whose <Link href="/baanerp/td/smi/tdsmi1113m000#tdsmi113.seli" role="formfield">Select</Link> check box is selected on the <GUIRef href="" role="manual" Update="No">Items</GUIRef> tab of the <GUIRef href="/baanerp/td/smi/tdsmi1610m000" role="session">Opportunity (tdsmi1610m000)</GUIRef> session, are inserted as quotation lines on the sales
			 quotation.</ListItem>
            <ListItem>When the sales quotation is generated, the opportunity number
			 is filled as a reference number in the <GUIRef href="/baanerp/td/sls/tdsls1600m000#tdsls100.opty" role="manual">Opportunity</GUIRef> field of the <GUIRef href="/baanerp/td/sls/tdsls1600m000" role="session">Sales Quotation - Lines (tdsls1600m000)</GUIRef> session.</ListItem>
            <ListItem>When the sales quotation is generated, the sales quotation
			 number is filled as a reference number on the <GUIRef href="" role="manual" Update="No">Reference</GUIRef> tab of the <GUIRef href="/baanerp/td/smi/tdsmi1610m000" role="session">Opportunity (tdsmi1610m000)</GUIRef> session, which refers to the <Link href="/baanerp/td/smi/tdsmi1115m000" role="session">References by Opportunity (tdsmi1115m000)</Link> session.</ListItem>
            <ListItem>The number series that is used for generating sales
			 quotations, is defaulted. <ProcedureList>
                  <ListIntro>The following defaulting logic is used:</ListIntro>
                  <ListItem>
                     <GUIRef href="/baanerp/td/sls/tdsls0512m000" role="session">Sales Offices (tdsls0512m000)</GUIRef>
                  </ListItem>
                  <ListItem>
                     <GUIRef href="/baanerp/td/sls/tdsls0139m000" role="session">Sales User Profiles (tdsls0139m000)</GUIRef>
                  </ListItem>
                  <ListItem>
                     <GUIRef href="/baanerp/td/sls/tdsls0594m000" role="session">Sales Order Types (tdsls0594m000)</GUIRef>
                  </ListItem>
                  <ListItem>
                     <GUIRef href="/baanerp/td/sls/tdsls0100s100" role="session">Sales Quotation Parameters (tdsls0100s100)</GUIRef>
                  </ListItem>
               </ProcedureList>
            </ListItem>
            <ListItem>The origin of the generated sales quotation is set to <GUIRef href="/baanerp/td/domains/sls.corg#opportunity" role="option">Opportunity</GUIRef>.</ListItem>
            <ListItem>The <GUIRef href="/baanerp/td/sls/tdsls1501m000#tdsls101.porg" role="manual">Price Origin</GUIRef> of the generated sales quotation lines
			 is <GUIRef href="/baanerp/td/domains/gen.porg#manual" role="option">Manual</GUIRef>, so prices and discounts are not automatically
			 recalculated.</ListItem>
            <ListItem>If no items are linked to an opportunity, you can choose to
			 only generate a sales quotation header and no quotation lines.</ListItem>
         </List>
         <Note>
            <SectionTitle>Note</SectionTitle>
            <Paragraph>You cannot generate a sales quotation from an opportunity if
			 its <GUIRef href="/baanerp/td/smi/tdsmi1610m000#tdsmi110.opst" role="manual">Status</GUIRef> is <GUIRef href="/baanerp/td/domains/smi.opst#dead" role="option">Dead</GUIRef>, <GUIRef href="/baanerp/td/domains/smi.opst#won" role="option">Won</GUIRef>, <GUIRef href="/baanerp/td/domains/smi.opst#lost" role="option">Lost</GUIRef>, or <GUIRef href="/baanerp/td/domains/smi.opst#canceled" role="option">Canceled</GUIRef>
            </Paragraph>
         </Note>
      </GeneralSection>
   </GeneralSection>
   <GeneralSection ID="activities">
      <SectionTitle>Activities</SectionTitle>
      <Paragraph>An essential part of the customer relations management
		functionality is the ability to create activities to schedule for business
		objects (business partners, contacts, opportunities, or other activities), and
		to track the progress of these activities.</Paragraph>
      <Paragraph>An activity is an appointment, call, task, mailing, or e-mail
		that must be created or executed by a user and that is registered in LN. Activities include,
		for example, phone calls, mailings, visits, surveys, and so on. Optionally,
		tasks, appointments, and calls can be synchronized with Microsoft
		Exchange.</Paragraph>
      <Paragraph>In the <Link href="/baanerp/tc/com/tccom6100m000" role="session">Activities (tccom6100m000)</Link> session, activities can be
		created and linked to business objects. Activities can be manually created or
		automatically generated.</Paragraph>
      <GeneralSection>
         <SectionTitle>Manual creation of activities</SectionTitle>
         <List>
            <ListIntro>In the <GUIRef href="/baanerp/tc/com/tccom6100m000" role="session">Activities (tccom6100m000)</GUIRef> session, you can manually create these
			 activities:</ListIntro>
            <ListItemHead>Appointments</ListItemHead>
            <ListItem>Click <GUIRef href="/baanerp/tc/com/tccom6100m000#new.appointment" role="command">New Appointment</GUIRef> to enter an <Link href="/baanerp/td/glossary/glossary#000401" role="glossary">appointment</Link> in the <Link href="/baanerp/tc/com/tccom6600m100" role="session">Appointment (tccom6600m100)</Link> session.</ListItem>
            <ListItemHead>Calls</ListItemHead>
            <ListItem>Click <GUIRef href="/baanerp/tc/com/tccom6100m000#new.call" role="command">New Call</GUIRef> to enter a <Link href="/baanerp/td/glossary/glossary#000402" role="glossary">call</Link> in the <Link href="/baanerp/tc/com/tccom6600m200" role="session">Call (tccom6600m200)</Link> session.</ListItem>
            <ListItemHead>Tasks</ListItemHead>
            <ListItem>Click <GUIRef href="/baanerp/tc/com/tccom6100m000#new.task" role="command">New Task</GUIRef> to enter a <Link href="/baanerp/td/glossary/glossary#000400" role="glossary">task</Link> in the <Link href="/baanerp/tc/com/tccom6600m300" role="session">Task (tccom6600m300)</Link> session.</ListItem>
            <ListItemHead>E-mails</ListItemHead>
            <ListItem>Click <GUIRef href="/baanerp/tc/com/tccom6100m000#new.email" role="manual">New Email</GUIRef> to enter an <Link href="/baanerp/td/glossary/glossary#000408" role="glossary">e-mail</Link> in the <Link href="/baanerp/tc/com/tccom6600m500" role="session">Email (tccom6600m500)</Link> session.</ListItem>
         </List>
         <Note>
            <SectionTitle>Note</SectionTitle>
            <List>
               <ListIntro>The <GUIRef href="/baanerp/tc/com/tccom6100m000" role="session">Activities (tccom6100m000)</GUIRef> session can be started stand-alone, but also appears
				as a tab in these sessions:</ListIntro>
               <ListItem>
                  <GUIRef href="/baanerp/tc/com/tccom4100s000" role="session">Business Partner (tccom4100s000)</GUIRef>
               </ListItem>
               <ListItem>
                  <GUIRef href="/baanerp/td/smi/tdsmi1610m000" role="session">Opportunity (tdsmi1610m000)</GUIRef>
               </ListItem>
               <ListItem>
                  <GUIRef href="/baanerp/tc/com/tccom1640m000" role="session">Contact (tccom1640m000)</GUIRef>
               </ListItem>
               <ListItem>
                  <GUIRef href="/baanerp/tc/com/tccom6100m000" role="session">Activities (tccom6100m000)</GUIRef>
               </ListItem>
            </List>
         </Note>
      </GeneralSection>
      <GeneralSection>
         <SectionTitle>Follow-up activities</SectionTitle>
         <Paragraph>An activity can also result in another activity. Therefore,
		  from an appointment, call, task, mailing, or e-mail, follow-up activities can
		  be created of the types <GUIRef href="/baanerp/tc/domains/com.actp#call" role="option">Call</GUIRef>, <GUIRef href="/baanerp/tc/domains/com.actp#task" role="option">Task</GUIRef>, <GUIRef href="/baanerp/tc/domains/com.actp#appointment" role="option">Appointment</GUIRef>, and <GUIRef href="/baanerp/tc/domains/com.actp#email" role="option">Email</GUIRef>.</Paragraph>
         <List>
            <ListIntro>In one of the activities sessions, you can manually create
			 these follow-up activities:</ListIntro>
            <ListItemHead>Follow-up appointment</ListItemHead>
            <ListItem>Click <GUIRef href="/baanerp/tc/com/tccom6100m000#follow.up.appointment" role="command">Follow Up Appointment</GUIRef> to enter a follow-up
			 appointment in the <Link href="/baanerp/tc/com/tccom6600m100" role="session">Appointment (tccom6600m100)</Link> session.</ListItem>
            <ListItemHead>Follow-up call</ListItemHead>
            <ListItem>Click <GUIRef href="/baanerp/tc/com/tccom6100m000#follow.up.call" role="command">Follow Up Call</GUIRef> to enter a follow-up call in the <Link href="/baanerp/tc/com/tccom6600m200" role="session">Call (tccom6600m200)</Link> session.</ListItem>
            <ListItemHead>Follow-up task</ListItemHead>
            <ListItem>Click <GUIRef href="/baanerp/tc/com/tccom6100m000#follow.up.task" role="command">Follow Up Task</GUIRef> to enter a follow-up task in the <Link href="/baanerp/tc/com/tccom6600m300" role="session">Task (tccom6600m300)</Link> session.</ListItem>
            <ListItemHead>Follow-up e-mail</ListItemHead>
            <ListItem>Click <GUIRef href="/baanerp/tc/com/tccom6100m000#follow.up.email" role="manual">Follow Up Email</GUIRef> to enter a follow-up e-mail in the <Link href="/baanerp/tc/com/tccom6600m500" role="session">Email (tccom6600m500)</Link> session.</ListItem>
         </List>
         <Note>
            <SectionTitle>Note</SectionTitle>
            <List>
               <ListIntro>If an activity is generated from another
				activity:</ListIntro>
               <ListItem>The <GUIRef href="/baanerp/tc/com/tccom6100m000#tccom600.ccnt" role="manual">Contact</GUIRef>, <GUIRef href="/baanerp/tc/com/tccom6100m000#tccom600.bpid" role="manual">Business Partner</GUIRef>, and <GUIRef href="/baanerp/tc/com/tccom6100m000#tccom600.obbj" role="manual">Business Object</GUIRef> references are copied to the new
				activity.</ListItem>
               <ListItem>A reference to the original activity is specified in the
				new activity. You can update all references in the follow-up activity, except
				for the reference to the original activity.</ListItem>
               <ListItem>The attendees or recipients of the original activity are
				copied to the new activity.</ListItem>
            </List>
         </Note>
      </GeneralSection>
      <GeneralSection>
         <SectionTitle>Automatic generation of activities</SectionTitle>
         <Paragraph>In the <Link href="/baanerp/td/smi/tdsmi2210m100" role="session">Global Addition of Activities (tdsmi2210m100)</Link> session, you can globally add <Link href="/baanerp/td/glossary/glossary#ActiviSMI_td" role="glossary">activities</Link> to multiple
		  business partners, opportunities, and so on, at one time.</Paragraph>
         <List>
            <ListIntro>Based on an <Link href="/baanerp/td/glossary/glossary#000404" role="glossary">activity template</Link>, which you can define in the <Link href="/baanerp/td/smi/tdsmi0155m000" role="session">Activity Templates (tdsmi0155m000)</Link> session, you can automatically generate these
			 activities:</ListIntro>
            <ListItem> 
               <Link href="/baanerp/td/glossary/glossary#000400" role="glossary">Tasks</Link> from the <Link href="/baanerp/td/smi/tdsmi2210m100" role="session">Global Addition of Activities (tdsmi2210m100)</Link> session.</ListItem>
            <ListItem>
               <Link href="/baanerp/td/glossary/glossary#000406" role="glossary">Mailings</Link> from the <Link href="/baanerp/td/smi/tdsmi2410m000" role="session">Mail Merge by Standard Letter (tdsmi2410m000)</Link> session. You can view the generated
			 mailing in the <Link href="/baanerp/tc/com/tccom6600m400" role="session">Mailing (tccom6600m400)</Link> session.</ListItem>
         </List>
      </GeneralSection>
      <GeneralSection>
         <SectionTitle>Link to activities</SectionTitle>
         <List>
            <ListIntro>The following can be linked to an activity:</ListIntro>
            <ListItemHead>Attributes</ListItemHead>
            <ListItem>You can link <Link href="/baanerp/td/glossary/glossary#FeaturDefini_td" role="glossary">attributes</Link> to an activity in the <Link href="/baanerp/td/smi/tdsmi2101m000" role="session">Attributes by Activity (tdsmi2101m000)</Link> session, which appears as a tab in most activity
			 sessions. For example, the activity is a survey, and the questions to be asked
			 to the business partner are created as attributes and linked to the activity.
			 When employees perform this activity, they open the attributes fields and enter
			 the answers to the survey in the attributes fields as they obtain the
			 information over the phone.</ListItem>
            <ListItemHead>Notes</ListItemHead>
            <ListItem>You can link <Link href="/baanerp/td/glossary/glossary#000407" role="glossary">notes</Link> to an activity in the <Link href="/baanerp/tc/stl/tcstl1550m000" role="session">Notes (tcstl1550m000)</Link> session, which appears as a tab in
			 all activity sessions.</ListItem>
            <ListItemHead>References</ListItemHead>
            <ListItem>You can link references to an activity in the <Link href="/baanerp/tc/com/tccom6115m000" role="session">References by Activity (tccom6115m000)</Link> session, which appears as a tab in all activity
			 sessions.</ListItem>
            <ListItemHead>Attendees</ListItemHead>
            <ListItem>You can invite attendees to a <Link href="/baanerp/td/glossary/glossary#000402" role="glossary">call</Link> or an <Link href="/baanerp/td/glossary/glossary#000401" role="glossary">appointment</Link> in the <Link href="/baanerp/tc/com/tccom6105m000" role="session">Attendee (tccom6105m000)</Link> session, which appears as a tab in the <GUIRef href="/baanerp/tc/com/tccom6600m200" role="session">Call (tccom6600m200)</GUIRef> and <GUIRef href="/baanerp/tc/com/tccom6600m100" role="session">Appointment (tccom6600m100)</GUIRef> sessions. If the <Link href="/baanerp/tc/com/tccom6100m000#tccom600.sync" role="formfield">Synchronize</Link> check box is selected in these sessions,
			 calls and appointments are synchronized with an attendee's calendar events in
			 Microsoft Exchange.</ListItem>
            <ListItemHead>Recipients</ListItemHead>
            <ListItem>You can select recipients for an <Link href="/baanerp/td/glossary/glossary#000408" role="glossary">e-mail</Link> in the <Link href="/baanerp/tc/com/tccom6600m900" role="session">Recipients (tccom6600m900)</Link> session, which can be started from the <Link href="/baanerp/tc/com/tccom6600m500" role="session">Email (tccom6600m500)</Link> session.</ListItem>
            <ListItemHead>Attachments</ListItemHead>
            <ListItem>You can link attachments to an <Link href="/baanerp/td/glossary/glossary#000408" role="glossary">e-mail</Link> in the <Link href="/baanerp/tc/com/tccom6110m000" role="session">Attachments (tccom6110m000)</Link> session, which can be started from the <Link href="/baanerp/tc/com/tccom6600m500" role="session">Email (tccom6600m500)</Link> session.</ListItem>
         </List>
      </GeneralSection>
   </GeneralSection>
   <GeneralSection ID="letters">
      <SectionTitle>Letters</SectionTitle>
      <Paragraph>Letters to business partners and mass mailings are common
		marketing activities. In CRM, you can create, save, and modify letters. The
		mail merge functionality enables you to print a generic letter with specific
		business partner information merged in. You can export letters to other word
		processing programs to use functionality such as spelling checks.</Paragraph>
      <ProcedureSection>
         <ProcIntro>
            <Paragraph>The procedure to create and print letters includes the
			 following steps:</Paragraph>
         </ProcIntro>
         <Steps>
            <Step>
               <StepTitle>To create letters</StepTitle>
               <Paragraph>In the <Link href="/baanerp/td/smi/tdsmi1150m000" role="session">Letters (tdsmi1150m000)</Link> session, you can create letters to send to business
				partners. You can create the letters in a generic format, which you can merge
				later with specific business partner information.</Paragraph>
               <Paragraph>You can use a text editor to define the actual body of the
				letter. 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>
            </Step>
            <Step>
               <StepTitle>To use mail merge</StepTitle>
               <Paragraph>In the <Link href="/baanerp/td/smi/tdsmi2410m000" role="session">Mail Merge by Standard Letter (tdsmi2410m000)</Link> session, you can print or process
				letters for business partners (prospects or customers), opportunities,
				contacts, or activities. You can specify a range of data that must be printed
				in the mail merge.</Paragraph>
            </Step>
         </Steps>
      </ProcedureSection>
   </GeneralSection>
   <GeneralSection ID="selection">
      <SectionTitle>Selection expressions</SectionTitle>
      <Paragraph>A selection expression enables a user to define search criteria
		to create a target group. This target group can be used to define the relations
		who are included in a particular action. Selection expressions are used to
		create targeted ranges for opportunities, global additions of attributes and
		activities, mail merge (letters), and reports. Selection expressions are
		similar to targeting criteria used in spreadsheet and database programs, such
		as Lotus 1-2-3 and Microsoft Excel.</Paragraph>
      <Paragraph>Selection expressions are created in the <Link href="/baanerp/td/smi/tdsmi0170m000" role="session">Selections (tdsmi0170m000)</Link> session after which they are used for letters, reports,
		and so on. They can be simple or complex, which depends on the criteria used.
		You can use a text editor to define the expressions. 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>
      <ExampleSection>
         <SectionTitle>Example</SectionTitle>
         <Paragraph>A company has created an attribute to attach to their business
		  partners that lists the date on which the business partners became a business
		  partner. A selection expression can be created to find the business partners
		  who became a business partner during the last 45 days. The selection expression
		  can use the attribute to come up with that target group. The company also uses
		  phases to track the progress they made with their business partners. One phase
		  indicates that the business partner requires extra information. The selection
		  expression can use that phase to target the business partners that the company
		  must call or send information.</Paragraph>
      </ExampleSection>
      <Paragraph>The <GUIRef href="/baanerp/td/smi/tdsmi0170m000" role="session">Selections (tdsmi0170m000)</GUIRef> session lists the codes and
		descriptions of the selections defined by the users. Check boxes indicate if
		text is present for a selection or if an expression is defined for a selection.
		Both text and expressions are created by means of the text functionality on the <GUIRef href="" role="menu">Edit</GUIRef> menu. On the <Link href="/baanerp/tc/glossary/glossary#specific" role="glossary">appropriate</Link> menu, you can
		select <GUIRef href="/baanerp/td/smi/tdsmi0170m000#exec.user.1" role="command">Compile Expression</GUIRef> to check the syntax of the
		selection expression. This is not mandatory, but you can use this option as a
		precaution.</Paragraph>
   </GeneralSection>
   <GeneralSection ID="reports">
      <SectionTitle>Reports</SectionTitle>
      <Paragraph>You can define reports to view user-defined data. The
		information included in a report is determined by various criteria. In <GUIRef href="/baanerp/crm" role="package">CRM</GUIRef>, you can create reports
		to view data based on your requirements.</Paragraph>
      <ProcedureSection>
         <ProcIntro>
            <Paragraph>The procedure to define reports includes the following
			 steps:</Paragraph>
         </ProcIntro>
         <Steps>
            <Step>
               <StepTitle>To define a report</StepTitle>
               <Paragraph>To create a report, you must first define a code, a
				description, and some general header and footer information in the <Link href="/baanerp/td/smi/tdsmi0180s000" role="session">Reports (tdsmi0180s000)</Link> session.</Paragraph>
            </Step>
            <Step>
               <StepTitle>To create report layouts</StepTitle>
               <Paragraph>The column definitions, which indicate the information
				that must be included in the report columns, are defined in the <Link href="/baanerp/td/smi/tdsmi0181s000" role="session">Report Layouts (tdsmi0181s000)</Link> session. This information can include table fields or
				attributes.</Paragraph>
            </Step>
            <Step>
               <StepTitle>To print reports</StepTitle>
               <Paragraph>In the <Link href="/baanerp/td/smi/tdsmi2410m100" role="session">Flexible Printing (tdsmi2410m100)</Link> session, you can print and process the reports defined
				in <GUIRef href="/baanerp/crm" role="package">CRM</GUIRef>.</Paragraph>
            </Step>
         </Steps>
      </ProcedureSection>
   </GeneralSection>
   <GeneralSection ID="dashboard">
      <SectionTitle>CRM dashboard</SectionTitle>
      <Paragraph>In a company, <Link href="/baanerp/td/glossary/glossary#376" role="glossary" Update="No">account managers</Link> are responsible for maintaining relations
		with sold-to business partners, also referred to as accounts, or trade
		relations. They spend a lot of time on handling business partner requests and
		proposals. As a result, they must have a good insight in the status of the
		sold-to business partners they are responsible for.</Paragraph>
      <Paragraph>The <GUIRef href="/baanerp/td/smi/tdsmi1500m000" role="session">CRM Dashboard (tdsmi1500m000)</GUIRef> session provides an
		overview of sold-to business partner information and enables an <Link href="/baanerp/td/glossary/glossary#376" role="glossary">account manager</Link> to easily perform multiple business
		partner-related tasks.With this session, account managers are supported in
		their daily tasks of handling business partner requests and proposals in a
		flexible and correct way.</Paragraph>
      <Note>
         <SectionTitle>Note</SectionTitle>
         <Paragraph>If you select the <GUIRef href="/baanerp/td/smi/tdsmi1500m000#show.bp.for.slsrp" role="manual">Only show the Business Partners for Account Manager</GUIRef> check box, only the business partners that are relevant for the specific
		  account manager are displayed.</Paragraph>
      </Note>
   </GeneralSection>
   <RelatedTopics>
      <SectionTitle>Related topics</SectionTitle>
      <RelTopic>
         <Link href="/baanerp/td/onlinemanual/000422" role="manual">
            <GUIRef href="/baanerp/crm" role="package">CRM</GUIRef> – overview</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>
   </RelatedTopics>
</ManualTopic>