dynamics nav crm (marketing/ vs dynamics crm online

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Page 1: Dynamics NAV CRM (Marketing/ vs Dynamics CRM Online
Page 2: Dynamics NAV CRM (Marketing/ vs Dynamics CRM Online

Rene GayerMBS-TRAINING | Learn4NAVSpeaker | Trainer | Moderator | Managing Director

1500+ Workshops

& Presentations

200+ Video / Online

Trainings

3000+Blog posts

E-Mail: [email protected]: www.mbs-training.com | www.learn4nav.comBlog: www.dynamicsblog.at

+11 years training +18 years NAV(ision)

Page 3: Dynamics NAV CRM (Marketing/ vs Dynamics CRM Online
Page 4: Dynamics NAV CRM (Marketing/ vs Dynamics CRM Online

This is the structure for the next 50 minutes

Section 1 Dynamics NAV CRM (15 minutes)

Features

Section 2 Dynamics CRM Online (15 minutes)

Features

Section 3 Comparison (15 minutes)

Experience

Section 4 Q+A (5-10 minutes)

Page 5: Dynamics NAV CRM (Marketing/ vs Dynamics CRM Online

“Of course, Dynamics NAV CRM is not Dynamics CRM Online and CRM Online is not Dynamics NAV, but the question is should I take Dynamics NAV or Dynamics CRM?”…

“Microsoft announced NAV 2017 CRM is now like the small brother of Dynamics CRM Online and it is possible to do a seamless upgrade.”…

“I just need some kind of contact management and the option to run campaigns. I am already using NAV, are these features supported?”…

“E-mail tracking is important for me. I have the requirement that every communication with a customer is available in a 360° view for all our employees. Is this possible with NAV 2017 ?“ …

….

Page 6: Dynamics NAV CRM (Marketing/ vs Dynamics CRM Online

Introduction SummaryCustomer Relationship Management

CRM Online Suite

Introduction NAV / CRM Synchronization

Page 7: Dynamics NAV CRM (Marketing/ vs Dynamics CRM Online

Contact ManagementContact ClassificationInteraction/Document ManagementTask ManagementDuplicate Check

CampaignsCampaign Management / E-MailsPrice List

OpportunitiesOpportunity ManagementQuotes

Outlook IntegrationOutlook Client Integration ContactsAppointmentsMail Logging for Microsoft Exchange

Microsoft Dynamics CRM IntegrationContacts ItemsOrdersInvoices

NAV 2017Role CenterContact Relationship in OutlookMobile InterfaceSimplicity

Integration – PricelistMultiple CurrenciesItem Availability Appointment invoicing

Page 8: Dynamics NAV CRM (Marketing/ vs Dynamics CRM Online

Relationship Management

• Supports relationship company / person (1:n)

• Supports relationship company / customer / vendor / bank account (1:1)

• Contacts of type ”person” cannot directly be linked with a customer/vendor/bank account

• Persons can only be linked with 1 company

Classification

• Classification

• Profile Setup

• Mailing Groups

• Industry Groups

Activities / Tasks

• Create Interaction entries manually

• Create system interaction entries (postings)

Contact Management

• Business Relations Job Responsibilities

• Master Data templates

Page 9: Dynamics NAV CRM (Marketing/ vs Dynamics CRM Online

CampaignsA kind of activity taht involves serveral contacts. Settping up a campaign involves selecting target contacts (segments)

• Supports Sales prices /Line discounts

• Supports opportunities

• Supports to-dos

• Tracking Results

Segmentsare specific target group of contacts

• Campaign : Segments 1 : n relationship - reusable

• Add contacts using filter / remove contacts using filter - reusable

• Supported entities: contact, profile answer, mailing group, interaction log entries, contact responsibility, industry groups, business relation, value entries)

• One specific interaction / segment (supports Word integration)

• Supports export (contacts)

• Supports opportunities

• Supports To-dos

Campaign Management

Page 10: Dynamics NAV CRM (Marketing/ vs Dynamics CRM Online

Master Data

Incoming leads can be managed as sales opportunity. (no difference between a lead and a sales opportunity)

• You can associate them to a sales person

• Bounded to contact master data

• Supports sales cycle management

• Requirements

• Stages

• Probability

Sales Quote Management

• Create customer

• Create and assign a sales quote

Opportunity / Lead Management

Page 11: Dynamics NAV CRM (Marketing/ vs Dynamics CRM Online

Version Dynamics NAV 2016 • Connection using web service

• Supports manually / automatically / schedule synchronization

• using change log

• requires additional folder in outlook

• supports conflict management

• user based

• on Premise Outlook – OWA not supported – more or less „client based“

Supported entities:

• appointments

• tasks

• contacts

• Filter options for synchronization

• Customizations possible but not recommended

Page 12: Dynamics NAV CRM (Marketing/ vs Dynamics CRM Online

Version Dynamics NAV 2017 • Exchange online

• Supports manual / automatical / schedule synchronization

• using job queue

• requires additional folder in Exchange

• user based

• on Premise Outlook – OWA supported

Entity Samples:• appointments

• contacts

• Filter options for synchronization

• Email tracking / activities

• Customizations possible

Outlook Integration

Page 13: Dynamics NAV CRM (Marketing/ vs Dynamics CRM Online

• Simple Social Engagement integration

• Prepared queries for PowerBI

• Power BI integration in Role Center

Social and Business Intelligence

Page 14: Dynamics NAV CRM (Marketing/ vs Dynamics CRM Online

Introduction SummaryCustomer Relationship Management

CRM Online Suite

Introduction NAV / CRM Synchronization

Page 15: Dynamics NAV CRM (Marketing/ vs Dynamics CRM Online

CRM OnlineMicrosoft Dynamics CRM is a business app that helps you track all your customer interactions and data. With Dynamics CRM, you can easily share customer information with all your people, through multiple channels. Everyone in your company has the full picture of what your customers want and need.

Dynamics CRM Online includes different areas like Sales, Service, Marketing, Social, Power BI Collaboration, Field Service and Project Service.

Product functionality depends on subscription plan

Page 16: Dynamics NAV CRM (Marketing/ vs Dynamics CRM Online

Page 17: Dynamics NAV CRM (Marketing/ vs Dynamics CRM Online

Page 18: Dynamics NAV CRM (Marketing/ vs Dynamics CRM Online

Service Management

• Case and contract management as main functionality• Create, manage, categorize cases• Service contracts• Setup SLAs and link to cases• Schedule service appointments • Queue management • Case routing based on rules and/or workflows• Workflow and dialogs supported• Simple resource management for devices, rooms and services • Service calendar• Dashboards and Analyzing features• Promote cases to sales management (lead/opportunity management)• …

Page 19: Dynamics NAV CRM (Marketing/ vs Dynamics CRM Online

Platform

• Integrated customization environment• Offline client option• Email tracking• Web client • Outlook Client• Power BI integration• Process / Workflow management • Actions• Role based forms and processes • Integrated change Log• Enhanced multistage security model (organization, manager, teams, field,..)) • End-User Report Designer (Builder)• Developer Report Designer ( Reporting Services)• SharePoint integration

• Exchange / Outlook email integration

• Template management• Software Developer Kit• Yammer integration • Social engagement integration • Dynamics NAV integration• Solution management for add-

ons • …

Page 20: Dynamics NAV CRM (Marketing/ vs Dynamics CRM Online

Introduction SummaryCustomer Relationship Management

CRM Online Suite

NAV / CRM Synchronization

Introduction

Page 21: Dynamics NAV CRM (Marketing/ vs Dynamics CRM Online

• Until NAV 2015 Connector für Dynamics

• Dynamics NAV 2016 seamless CRM Integration

• Bidirectional synchronization

• Data integration using some kind of views to CRM

• Native CRM data inside Dynamics NAV

• Account / customer – contact - contact

• Easy setup

• Easy scheduling

• Easy synchronization

• Manual coupling supported

• Sales management integration (order, invoice)

• Sales price integration

• Item Stock availability integration

• Customizable

Page 22: Dynamics NAV CRM (Marketing/ vs Dynamics CRM Online

Until now…

Dynamics NAV Marketing

Base contact management with classification and activity tracking

Outlook Email Tracking Available

Dynamics NAV Marketing

Base campaign management with mail merge and data export features.

Base Opportunity Management with a simple integration for one quote

CRM Online

Full CRM Suite with Sales, marketing, service management

(Field service, Project service out of scope today)

Seamless and full outlook integration (client/server)

CRM Online

Processes (Workflows, Business process actions, etc.) supports sales/service / marketing automation

Of course, also some restrictions which could require add-ons, but much stronger CRM functionality than NAV

NAV/CRM

SMB companies have they choice:

Looking for a ERP or CRM solution?

Both could make sense for them.

The current synchronization between both products is strong, easy to setup and recommended.

Page 23: Dynamics NAV CRM (Marketing/ vs Dynamics CRM Online
Page 24: Dynamics NAV CRM (Marketing/ vs Dynamics CRM Online

Master data management – personal experience

Quotes, orders and invoices – personal experience

Lead and opportunity management – personal experience

E-Mail tracking – personal experience

Page 25: Dynamics NAV CRM (Marketing/ vs Dynamics CRM Online

Summary

At the end I think a real comparison is not reasonable. The target group of customers and prospects are mostly different. Of course, both products include partly similar functionality to support other CRM and ERP features. Anyway, some of them are stronger focused to CRM and / or to ERP.

So their choice is what they are looking for:

An ERP solution with base CRM functionality to manage contacts, opportunities, campaigns and email tracking with less comfort and flexibility, or a real CRM solution with strong sales/marketing/service automation.

Finally both products include the possibility to customize it for the customer needs. (xRP, xRm)

Page 26: Dynamics NAV CRM (Marketing/ vs Dynamics CRM Online

Dynamics NAV Marketing vs CRM Online Feature Comparisonwww.dynamicsblog.at

Page 27: Dynamics NAV CRM (Marketing/ vs Dynamics CRM Online