Relationship management software is typically a result of what ERP applications have achieved.

In earlier days, everyone had a rolodex on their desk with phone numbers and addresses and salespeople would always know by heart who was a good customer and which customers were always late paying or had bad margins.

The introduction of RM software completely changed that, allowing us to maintain all companies' contacts in a single place and analyze sales data very easily.

Relationship management has been part of Microsoft Dynamics since Version 2.0 and was dramatically changed and improved in Version 3.0. The current Microsoft Dynamics NAV RM software is mostly the same as in that version, except for the Microsoft Outlook integration that keeps changing in every version.

In this chapter, we will deep dive into this module, which is very complete. After reading this chapter, you will have a good understanding of the concepts and how to...