Page 222 - DMGT308_CUSTOMER_RELATIONSHIP_MANAGEMENT

Unit 8: Managing Customer Relations

All of these employees could have a role in dealing with your targeted customers, so it is Notes
important that you have an integrated strategy in place so that they can all access the information
they need and be able to provide a comprehensive, useful service to your targeted profiles.
Particularly if your company is large or has lots of departments, you might benefit from
something like ERP software to help integrate your CRM systems with the rest of the business.
Entering Basic Customer Information

This section provides overviews of basic customer information and discusses how to:
1. Enter basic customer information.
2. Set processing options for the CRM Customer Detail program.
You use the Customer - Add Customer form to enter basic customer information. This form
contains tabs that enable you to enter and modify customer information as described in this
table:

Link Name Link Purpose
Address and Phone Enter the primary addresses, telephone and electronic addresses.
Financial Enter credit, tax, payment terms, language, and price group information for the
customer.
Classification Enter user-defined information about customers. This tab includes 30 user-
defined category code fields that you can customize to store information that is
specific to the business needs.

After you enter basic customer information, you can use the CRM Customer Detail program to
maintain and modify CRM customer information.

Notes After you enter basic customer information, you must activate the customer
record before you can process the customer through many CRM functions.

Example: You cannot enter a sales order for a customer until the customer record has
been activated. To activate a customer record, select Active from the Customer Status field on
the Manage {Customer Name} field.
Forms Used to Enter Basic Customer Information

Form Name Form ID Navigation Usage
Customer - Search W90CA080D CRM Foundation Daily Select customer records, access
for Customers Processing (G90C01), forms to add a new customer, or
Customer. access a list of customers.
Daily Sales Force
Automation Processing
(G90CA01), Customer.
Daily Support Processing
(G90CE01), Customer.
Customer - Add W90CA082C Click Add on Customer - Enter basic customer information.
Customer Search For Customers.
Customer - W90CA080A On Customer - Search For View or modify customer
Manage Customers, select a information.
{Customer Name} customer record.

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