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CMCRM Version 2. CMCRM Version 2. Document Transcript

  • CMCRM Version 2.0 User Guide Applications A/S All rights reserved1 Page
  • ContentsSynchronizing Marketing Lists ............................................................................................................................................ 3 FAQ: How synchronization on Marketing Lists works ............................................................................................. 3 Linking a Marketing List to a subscriber list in Campaign Monitor...................................................................... 6 Link information for Marketing Lists ............................................................................................................................. 7 Removing a linked list ....................................................................................................................................................... 8 Managing custom field mappings ................................................................................................................................ 8 Creating the Custom field mappings ..................................................................................................................... 10Synchronizing Campaigns ................................................................................................................................................. 11 FAQ: How synchronization on Campaigns works .................................................................................................. 11 Linking a CRM Campaign to a sent email campaign in Campaign Monitor .................................................. 14 Link information for Email Campaigns ....................................................................................................................... 15 Removing a linked campaign ....................................................................................................................................... 16 Campaign Responses on Linked Email campaigns ................................................................................................ 16 The Campaign Response window .......................................................................................................................... 17Using the Event Log............................................................................................................................................................. 18 Places where you can access the Event Log ............................................................................................................ 18 The event log window .................................................................................................................................................... 19 2 Page
  • Synchronizing Marketing ListsYou can use CMCRM to synchronize your Marketing lists with Subscriber lists in Campaign Monitor.CMCRM will keep the lists in sync, by continuously: - Removing List Members that have unsubscribed from the list in Campaign Monitor - Adding List Members that have been added directly to the subscriber list in Campaign Monitor - Adding new List members as subscribers on the list in Campaign Monitor from the Marketing listFAQ: How synchronization on Marketing Lists worksCMCRM uses the email address of your accounts, contacts or leads in your Marketing List, to matchthem with subscribers in Campaign Monitor.What if a List Member does not have email address?Those list members are just skipped, and not synchronized. CMCRM Will report this in the Event log ofthe Marketing List.What if I add a List Member that is unsubscribed on the list in Campaign Monitor?Depending on the synchronization settings, CMCRM can resubscribe that List member. See theimplementation guide for a description of all the synchronization settings.What happens when a person unsubscribes from the list in Campaign Monitor?The next time CMCRM synchronizes the marketing list, it will remove those people from the MarketingList.What happens if my List members have the option “Send Bulk Email” set to “Do Not Allow” in CRM?Depending on your synchronization settings, CMCRM will respect that option. If this option is set to berespected, List Members with “Do Not Allow” in the “Send Bulk Email” option will not be sent to thesubscriber list in Campaign Monitor. See the implementation guide for a description of how to turn onthis setting.Can I get CMCRM to manage the “Send Bulk Email” field for me?Yes. You can opt to let CMCRM Update this attribute automatically. When a person unsubscribes from alist in Campaign Monitor, CMCRM will then both remove the List Member and set the field to “Do NotAllow” in your CRM System. See the implementation guide for a description of how to turn on thissetting.What happens if a subscriber does not exist in Dynamics CRM on the time of synchronization?CMCRM first uses the email address to match existing Accounts, Contacts or Leads. If the subscribercannot be found, CMCRM will automatically create the Account, Contact or Lead and then add the newlycreated record to the Marketing List being synchronized. 3 Page
  • What happens if I have multiple list members with the same email address (duplicates)?If CMCRM matches multiple Accounts, Contacts or Leads, it cannot automatically determine which oneto use for synchronization. It will instead skip that particular record, and report it to you in the Event Logof the marketing list, so you can quickly correct the error.If people manually remove List members, will those records also be unsubscribed in Campaign Monitor?No. To give you the maximum level of confidence that data stays synchronized between the twosystems, you need to unsubscribe people in Campaign Monitor. If you do that, CMCRM will thenautomatically remove the List Members from your marketing list, and you have no need to remove themmanually.Do I need to attach the linked marketing lists to CRM Campaigns to get them synchronized?No. CMCRM will synchronize all the linked marketing Lists whether or not they are a part of a Campaignin your Dynamics CRM System or not.Can I link the same Marketing List to multiple subscriber lists in Campaign Monitor?No. That is not possible.Can I Link multiple marketing lists to the same subscriber list in Campaign Monitor?Yes that is possible. However, you need to be very careful when you do this. We only recommend thisfor advanced users. Campaign Monitor does not know if a subscriber is an Account, Contact or lead, butin Dynamics CRM, your Marketing Lists only consists of one of these types of List members. If you needto synchronize multiple Marketing Lists with a single subscriber list in Campaign Monitor, please observethe following conditions: - Only link marketing lists of the same Member type to the single subscriber list - Notice, that if you perform two-way synchronization the marketing lists in your CRM System, will automatically be filled with the same List members, because they are all sent to Campaign Monitor on a single list, and then synchronized back into the different linked Marketing Lists. We recommend that you select the “One-way: From CRM” synchronization option, when doing this.See the implementation guide for a description of the synchronization settings before you perform thiskind of advanced linking.I do not want my CRM Data to be updated by data from Campaign Monitor. Can I avoid this?Yes. You can opt to not let CMCRM update existing Accounts, Contacts or Leads, only create newrecords.I am a user in multiple CRM Organizations in our CRM Deployment, and want to synchronize data fromall my CRM Organizations to a single Campaign Monitor account. Is that possible?Yes. Using the CMCRM Controller Application, your system administrator can setup multiple CRMOrganizations to a single Campaign Monitor account. 4 Page
  • I am not a Campaign Monitor user. Can I still synchronize data using CMCRM?Yes. You do not have to know anything about Campaign Monitor in order to synchronize yourMarketing Lists and Campaign with that system. The people in your organization who do use CampaignMonitor can use your synchronized data to execute professional email campaigns based on the lists youselect to synchronize.I am not a Dynamics CRM User. I only use Campaign Monitor to execute campaigns. Can I still use CRMData as the basis of my Campaigns?Yes. You just ask your CRM Users, to select the Marketing Lists that should be synchronized withCampaign Monitor, and you can then use the synchronized subscriber lists as the basis for your emailcampaigns.I need to synchronize more than just the names and email addresses. Can I do that?Yes. Campaign Monitor has a feature called custom fields, where you can create up to 20 fields on asubscriber list. If you map those fields to fields on your Account, Contacts or Leads, that information willalso be synchronized.I have created some Custom field mapping after I started to synchronize the Marketing list, but thosefields are not getting populated on the subscriber list in Campaign Monitor. What do I do?This is only an issue, if you add custom field mappings after you have started to synchronize a MarketingList. To optimize the synchronization speed, CMCRM only sends the data that has changed since the lastsynchronization. Since you have just added custom field mappings, the actual List Members have notchanged, and therefore is not sent to Campaign Monitor. If you add custom fields on a runningsynchronization, you need to reset the Synchronization date, so all data is sent to Campaign Monitoragain. You just need to do this once, after you add the custom field mappings. Open the CMCRMController application and reset the synchronization date of the marketing list, to have all your customfields populated.See the implementation guide for a description of how to reset the synchronization dates using theCMCRM Controller application. 5 Page
  • Linking a Marketing List to a subscriber list in Campaign MonitorYou can setup synchronization of Marketing Lists that consists of Accounts, Contacts and Leads: 1) Open the Marketing List you want to synchronize 2) Click on the Link with Campaign Monitor button on the toolbar. The following dialog will be shown: 3) Select the Subscriber list you want to link to the Marketing List 4) Click on the Connect to Microsoft CRM ButtonWhen the link has been made, the following confirmation is shown: 6 Page
  • Link information for Marketing ListsClick on the Campaign Monitor Tab to see information about the linked Marketing List:Note: If you have just created a link, you may need to press F5 or reopen the Marketing List to see theupdated information.Attribute DescriptionSubscriber List Contains the name of the linked listList Id Contains the unique id of the linked listLast Synchronized Contains the Date/Time of the last completed synchronizationSync Status Here you can choose between Running and Paused. If you select the Paused option, no list members will be synchronized to or from Campaign Monitor.Unsubscribe page Contains the Url defined in Campaign Monitor for the unsubscribe pageConfirm Opt-in Is checked if the list in Campaign Monitor is a “Confirm opt-in” listConfirmation page Contains the Url defined in Campaign Monitor for the Confirmation page on opt-ins 7 Page
  • Removing a linked list 1) Open the Marketing List for which you want to remove the link to Campaign Monitor 2) Click on the Link with Campaign Monitor button on the toolbar. The following dialog will be shown: 3) Click on the Remove link buttonWhen the link has been removed, the following confirmation is shown:Note: You can immediately press F5 to refresh the Marketing List window, to verify that the SubscriberList and List Id attributes, on the Campaign Monitor tab, is now empty.Managing custom field mappingsIf you have created custom fields on your subscriber lists in Campaign Monitor, you can map those fieldsto fields on your Accounts, Contacts or Leads, to get that information synchronized as well.CMCRM Currently supports the following custom field types in Campaign Monitor: - Text Field - Numeric Field - Multiple Options (can only select one)In the following example, we have a subscriber list linked to a Marketing List of Leads, where we havecreated two custom fields for the list: 8 Page
  • Note: When referring to the field, you need to use the name from the Personalization tag (usually thefield name without spaces).The Job Title field is a regular text field.The Rating Field is a list of options:Our Lead entity in Dynamics CRM also has those two attributes:The Job Title attribute is a regular text field.The rating Attribute is a Pick list, with the Options: Hot, Warm and Cold.Before you create the mappings between the fields, you need to prepare the following information: - The personalization tag names of the custom fields you want to map - The CRM attribute names of the fields you want to map 9 Page
  • Creating the Custom field mappingsTo create the custom field mappings, follow these instructions: 1) Open the Marketing List in Dynamics CRM 2) Click on the Custom Fields Work area on left navigation pane: 3) Click on the New Custom Field Button. The follow window is shown: a. Type the attribute name in the CRM Attribute field b. Type the personalization tag name of the custom field in the Campaign Monitor Field field c. Select the type of Custom Field you have created in Campaign Monitor, from the Data Type pick list 4) Click Save and Close to create the mappingPerform the steps above, for each custom field you want to map. For our example, we have mappedboth of the custom fields:The two fields above, will now be synchronized from your CRM system, and updated on the subscribersin the subscriber list in Campaign Monitor. 10 Page
  • Synchronizing CampaignsYou can use CMCRM to synchronize your CRM Campaigns with the sent email campaigns in CampaignMonitor. CMCRM will keep the campaigns in sync, by continuously: - Updating the overall statistics of your email campaign on the CRM Campaign: o Recipients o Clicks o Total Opened o Total Bounced o Total Unsubscribed - Creating and/or updating Campaign Responses on the CRM Campaign, from the responses in the email campaign. The following events will be converted to Campaign Responses on your Campaign: o Email opened o Link Clicked o Email Bounced (both Hard and Soft bounced) o UnsubscribedFAQ: How synchronization on Campaigns worksFirst CMCRM will update the overall statistics on the Campaign. Then it will download all the aboveevents that have happened since the last synchronization, and convert them into Campaign Responses.What if an event is downloaded, but the subscriber does not exist in Dynamics CRM?Depending on your synchronization settings, CMCRM will either report it as an error, or just Convert it toa Campaign Response with the fields under “New Customer” filled out with the name and email addressof the subscriber. You can then manually create the not-existing subscriber as an Account, Contact orLead. See the implementation guide for a description of all the synchronization settings.What if I do not need ALL the events in my CRM System, but only events of a certain type?When you setup your synchronization in the CMCRM Controller, you can select exactly what events youwant to be downloaded to your CRM System. You can choose any combination of the Open, Click,Bounce and Unsubscribe events. See the implementation guide for a description of all thesynchronization settings.Can I just synchronize the overall statistics without also having Campaign Responses created?Yes. You can select to synchronize the campaign without also synchronizing campaign responses. Seethe implementation guide for a description of all the synchronization settings. 11 Page
  • What happens if I link a Campaign sometime after it has been sent out. Will I still get all the historicevents synchronized from the beginning?Yes. You can link the sent campaigns at any time after you send them from Campaign Monitor. WhenCMCRM starts to synchronize the Campaign for the first time, it will always download all the events, fromthe time that you executed the Campaign.If I pause the synchronization for a time and start it again, will the dates for the events still be correct?Yes. When CMCRM Downloads the Campaign events (Opens, Clicks, Bounces and Unsubscribes), it alsohas information on exactly what time the event occurred. It is that time that is used, when the event isconverted to a Campaign Response.Can I see exactly what URL’s people click on in the emails from the CRM System?Yes. When CMCRM downloads the Click events, it also downloads information on what URL that wasclicked. This URL is registered in the Campaign Response dialog, and you can use this information tocreate an advanced search that segments the List members that has clicked a certain link, etc.What happens if the same subscriber opens an email or clicks on a link several times?Depending on the synchronization settings, CMCRM can handle that in several ways for you. CMCRMwill match and update the Click count on the existing Open/Click Campaign Response, create a newCampaign Response each time the event occurs, or just ignore the events if they occur multiple times.See the implementation guide for a description of all the synchronization settings.How is the entire downloaded event data linked in the CRM System?When CMCRM converts a campaign event to a Campaign Response, it also links the CampaignResponse to: - The CRM Campaign, so you can see all the responses in the Campaign Responses list - The Account, Contact or Lead matched on the event, so you can see the Campaign response on the list of Historic activities on that record. 12 Page
  • How can CMCRM figure out, if the subscriber is an Account, Contact or Lead in my CRM System?CMCRM has some built-in intelligence to resolve and match subscribers on downloaded events: 1) When CMCRM downloads the events from Campaign Monitor, the events also contains information on which list the subscriber causing the event is a member of. If that particular list is linked with a Marketing List in Dynamics CRM, CMCRM uses the “List member type” of the Marketing list to see if it should look up the email address in your Accounts, Contacts or Leads. 2) If the list is not linked to a Marketing List in your CRM System, CMCRM cannot automatically figure out where to look up the email address. Depending on the Synchronization settings you have chosen, it will therefore, choose one of the following options: a. Try and lookup the email address in the following order: Contacts, Leads, Accounts i. If the subscriber is still not found, it will log a warning in the Event Log of the Campaign and optionally also the marketing list. b. Update the subscriber information in the “New Customer” section of the Campaign Response.You have full control over what kind of lookup intelligence CMCRM should use, in the Advanced settingsof the integration. See the implementation guide for a description of all the advanced synchronizationsettings.What happens if I have multiple list members with the same email address (duplicates)?If CMCRM matches multiple Accounts, Contacts or Leads, it cannot automatically determine which oneto use in the Campaign Responses. It will therefore add the subscriber information under the “NewCustomer” Section of the Campaign Response, and report a Warning in the Event Log, so you canquickly correct the error.Do I need to link CRM Campaigns to sent campaigns to get Campaign Activities created?Yes. Otherwise CMCRM does not know what events to download.Can I link my Draft Campaigns to existing CRM Campaigns?No. Because CMCRM downloads and synchronizes Campaign events, it needs to link to sent campaigns.Can I link a single CRM Campaign to multiple Campaign Monitor campaigns?No, this is not supported.Can I link multiple CRM Campaign to a single Campaign Monitor campaign?Yes, that is supported, but observe that CMCRM will create the same Campaign Responses in eachlinked CRM Campaign. 13 Page
  • Linking a CRM Campaign to a sent email campaign in Campaign Monitor 1) Open the Campaign you want to synchronize with Campaign Monitor 2) Click on the Link with Campaign Monitor button on the toolbar. The following dialog will be shown: 5) Select the email campaign you want to link to the CRM Campaign 6) Click on the Connect to Microsoft CRM ButtonWhen the link has been made, the following confirmation is shown: 14 Page
  • Link information for Email CampaignsClick on the Campaign Monitor Tab to see information about the linked email campaign:Note: If you have just created a link, you may need to press F5 or reopen the Campaign to see theupdated information.Attribute DescriptionRecipients Contains the total number of recipients in the email campaignClicks Contains the total number of link click events in the campaignTotal opened Contains the total number of email opened events in the campaignUnsubscribed Contains the total number of Unsubscribed events in the campaignCM Campaign Contains the name of the campaign in Campaign MonitorCampaign Id Contains the unique id of the campaign in Campaign MonitorLast Synchronized Contains the Date/Time of the last synchronizationSync Status Here you can choose between Running and Paused. If you select the Paused option, no data or Campaign events will be synchronized from Campaign Monitor. 15 Page
  • Removing a linked campaign 1) Open the Campaign for which you want to remove the link to Campaign Monitor 2) Click on the Link with Campaign Monitor button on the toolbar. The following dialog will be shown: 3) Click on the Remove link buttonWhen the link has been removed, the following confirmation is shown:Note: You can immediately press F5 to refresh the CRM Campaign window, to verify that the CMCampaign and Campaign Id attributes, on the Campaign Monitor tab, is now empty.Campaign Responses on Linked Email campaignsWhen CMCRM synchronizes your Campaigns, it converts all the campaign events to CampaignResponses. To see what events has been created as responses in your campaigns, follow theseinstructions: 1) Open the Campaign in Dynamics CRM 2) Click on the Campaign Responses list in the left navigation pane in the Campaign WindowFrom here you can see the different types of events that are taken place in the campaign. 16 Page
  • The Campaign Response windowCMCRM Automatically fills out a lot of different information on the Campaign Responses:Attribute DescriptionParent Campaign The response is automatically linked to the CampaignResponse Code Is filled out with the type of event that created the ResponseClick Count For Open and Click Events, this number contains the number of times the subscriber has performed the Open or Click. Depending on your synchronization settings, this number will or will not be updated by CMCRMUrl For Link Clicked events, this attribute contains the exact URL the subscriber clicked onCustomer For matched Accounts, Contacts or Leads, the record is linked directly with the Campaign Response. This means, that you can also access the Campaign Response from the History list of events on that recordReceived From New For not-matched subscribers, CMCRM will automatically fill out the FirstCustomer section Name, Last Name and E-Mail fields in this section.Channel This is automatically set to E-mailReceived On Contains the exact Date/Time of when the event occurredSubject This is automatically filled out by CMCRM, with the type of event and optionally a predefined Prefix. 17 Page
  • Using the Event LogThe custom Event Log entity installed by CMCRM is an important part of the synchronization process.CMCRM will log important information in the event log in these different categories: - Information Contains informational logs. You can opt to only create informational logs when something happens (e.g. new subscribers are added/removed, new campaign events are downloaded, etc.). This is the recommended option - Warning Contains information that you need to review, in order to optimize your synchronizations. This could for example be information about duplicate records that CMCRM recommends that you remove, etc. - Error If any errors occur while CMCRM performs synchronization, it will be logged as an error in the event log. These types of events could be problems with connecting to the Campaign Monitor website or other events that prevents CMCRM to complete the different synchronization jobs. You should always review and take action immediately on these types of eventsPlaces where you can access the Event LogThe Event Log is connected to the following entities in your CRM System - The Campaign and Marketing List entities - The Account, Contact and Lead Entities.When CMCRM creates an event log, it will try to link the log to as many entities involved. If for example,a warning is created for a specific contact while creating a Campaign Response, CMCRM willautomatically link the event log to the Campaign, The Marketing List and the Contact involved when theevent occurred.The event log for a linked campaign 18 Page
  • The event log windowThe event log contains the following information:Attribute DescriptionTitle The title of the event log contains relevant short information about the eventLog type Is either Information, Warning or ErrorCreated On Contains the Date/Time for which the event occurredDescription Contains detailed description for an eventThe Related Entities section Contains the entities that was involved in the particular event 19 Page