<?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="d1e1628991">
         <Level1>CRM</Level1>
         <Level2>overview</Level2>
      </Keyword>
   </Header>
   <AimSection ID="aim_crm_overview">
      <Paragraph>To remain competitive and profitable, it is essential for a
		company to identify, communicate, and track the requirements of business
		partners. In <GUIRef href="/baanerp/crm" role="package">CRM</GUIRef>, 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, and 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 customer 360 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>
         <SectionTitle>CRM-
		  Text Editor</SectionTitle>
         <Paragraph>If you create letters, you can use the Text Editor to maintain
		  the layout of standard letters.</Paragraph>
         <Paragraph>If you create selection expressions, you can 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>
   </GeneralSection>
   <GeneralSection>
      <SectionTitle>Synchronizing CRM contacts and activities to Microsoft
		Exchange</SectionTitle>
      <Paragraph>
         <Link href="/baanerp/tc/glossary/glossary#Contact_tc" role="glossary">Contacts</Link> from ERP Enterprise 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 ERP Enterprise and Microsoft
		Exchange. Calendars are synchronized in both directions.</Paragraph>
      <Paragraph>For more information, refer to <Link href="/baanerp/td/onlinemanual/000434" role="manual">Synchronizing <GUIRef href="/baanerp/crm" role="package">CRM</GUIRef> contacts and activities to Microsoft Exchange</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">Synchronizing <GUIRef href="/baanerp/crm" role="package">CRM</GUIRef> contacts and activities to Microsoft Exchange</Link>
      </RelTopic>
   </RelatedTopics>
</ManualTopic>