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Using the campaign monitor connector with Dynamo and Dynamics CRM 2011 / 2013

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This is the complete user guide for connecting Campaign Monitor with your CRM 2013 or CRM 2011 environment.

This is the complete user guide for connecting Campaign Monitor with your CRM 2013 or CRM 2011 environment.

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  • 1. www.applications.dk – twitter.com/appldev – facebook.com/appldev Using the Campaign Monitor Connector with Dynamo and Dynamics CRM
  • 2. www.applications.dk – twitter.com/appldev – facebook.com/appldev Page | 2 USING THE CAMPAIGN MONITOR CONNECTOR WITH DYNAMO AND DYNAMICS CRM Contents Using the Campaign Monitor Connector with Dynamo and Dynamics CRM...................................................................1 Introduction ..........................................................................................................................................................3 Prerequisites..........................................................................................................................................................3 CMCRM components...............................................................................................................................................4 Using CMCRM for the first time as an end-user .........................................................................................................5 Marketing list synchronization .................................................................................................................................7 List statistics over time .........................................................................................................................................13 Campaign synchronization ....................................................................................................................................14 Campaign Responses ...........................................................................................................................................18 Dashboards .........................................................................................................................................................21 Audit History........................................................................................................................................................24
  • 3. www.applications.dk – twitter.com/appldev – facebook.com/appldev Page | 3 USING THE CAMPAIGN MONITOR CONNECTOR WITH DYNAMO AND DYNAMICS CRM Introduction This document describes the different features you can set and combine to create advanced campaign flows with Dynamo and the Campaign Monitor connector. Abbreviations We you some common abbreviations throughout this document: CMCRM is used to refer to the Campaign Monitor connector itself (“CM” for Campaign Monitor + “CRM” for Dynamics CRM). CRM is used to refer to Microsoft Dynamics CRM 2011 / 2013 CM is used to refer to Campaign Monitor Prerequisites In order to use the recommendations outlined in this document, you need to have Dynamo for Dynamics CRM installed in your CRM system and you need an account with Campaign Monitor You can read more about Dynamo at www.applications.dk/products/dynamo.aspx You can obtain a free trial license at www.applications.dk/downloads/trial-software.aspx You can create a free Campaign Monitor account at signup.campaignmonitor.com/signup Feedback We would love feedback from our readers. If you have any comments or if you have input please send on an email at support@applications.dk, or drop us a note on our Facebook page or Twitter account.
  • 4. www.applications.dk – twitter.com/appldev – facebook.com/appldev Page | 4 USING THE CAMPAIGN MONITOR CONNECTOR WITH DYNAMO AND DYNAMICS CRM CMCRM components The following components are added by Dynamo to the CRM system: New entities Event Log: This entity contains relevant logging information from the synchronization service. Custom Field: This entity contains field mappings between the entities on your marketing lists and the subscriber lists in CM. Configuration: This entity contains configuration information, and is used by the system itself. The entity is maintained from the Dynamo synchronization client. Modified entities with new fields and form definitions The following entities are being modified by installing CMCRM: - Marketing List - Campaign - Campaign Response The marketing list and campaign entities also have a new Tab called “Dynamo”. In CRM 2013 the Tab is located as a “…” menu.
  • 5. www.applications.dk – twitter.com/appldev – facebook.com/appldev Page | 5 USING THE CAMPAIGN MONITOR CONNECTOR WITH DYNAMO AND DYNAMICS CRM Using CMCRM for the first time as an end-user IMPORTANT: If you are accessing CRM 2013 Online using Internet Explorer from Windows 7, you need to add the site “apps.applications.dk” to your list of Trusted Sites, and you need to set the security level of your Trusted Sites Zone to Medium-low. To do this, follow this procedure: 1. Start Internet Explorer and press F10 to display the menu bar 2. Select Tools  Internet Options 3. Select the Tab Security 4. Select Trusted Sites in the list and click Sites 5. Type “apps.applications.dk” in the “Add this…” textbox, Click Add and then OK 6. Slide the security level down to Medium-low and Click OK to finish Microsoft’s Dynamics CRM 2013 Team is looking at this issue at the moment, and this notice will be updated when the resolve the problem Activate the Connect to CM dialog When you click on the Connect to CM button on either a marketing list or campaign, Dynamo will launch the Connect to CM dialog. The first time this happens, an install dialog is shown. 1. You can verify that you are downloaded genuine software from us, by looking at the “From” address which should read “apps.applications.dk” and the Publisher information. If you click on the Publisher name, our certificate is displayed. 2. Press Install to install and run the dialog If you are running the Connect To CM dialog for the first time, and your CRM deployment is either CRM Online or Hosted/IFD CRM, you will also be presented with a login screen to authenticate yourself to the system.
  • 6. www.applications.dk – twitter.com/appldev – facebook.com/appldev Page | 6 USING THE CAMPAIGN MONITOR CONNECTOR WITH DYNAMO AND DYNAMICS CRM
  • 7. www.applications.dk – twitter.com/appldev – facebook.com/appldev Page | 7 USING THE CAMPAIGN MONITOR CONNECTOR WITH DYNAMO AND DYNAMICS CRM Marketing list synchronization In order to view all the possible settings you need to change to the form definition Dynamo: CMCRM Form as seen below. 1. Change the Form to Dynamo: CMCRM Form 2. Expand the section CMCRM Information Linking the marketing list to Campaign Monitor 1. Select the Tab Dynamo 2. Click on the button Connect to CM
  • 8. www.applications.dk – twitter.com/appldev – facebook.com/appldev Page | 8 USING THE CAMPAIGN MONITOR CONNECTOR WITH DYNAMO AND DYNAMICS CRM 1. Select the configuration to use. The configuration determines which CM account the list or campaign is connected with. If your installation only uses one CM account, that configuration is automatically selected by the dialog. 2. Select if you want to connect with a subscriber list that already exists in your CM account or if you want Dynamo to create a new subscriber list and connect it with your Marketing list. If you choose Link to an existing subscriber list, the list below will display the existing lists and their link status with marketing lists in your CRM system. 3. To complete the connection, press the Link to CM button Linking to a new subscriber list If you select this option another dialog is displayed when you click on the Link to CM button. Setting Description List Name The name of the new subscriber list to be created in the CM account Unsubscribe page Here, you can specify a custom unsubscribe page for the list in CM Confirmed Opt-in If checked, the list will be created as a “Double opt-in” list in CM
  • 9. www.applications.dk – twitter.com/appldev – facebook.com/appldev Page | 9 USING THE CAMPAIGN MONITOR CONNECTOR WITH DYNAMO AND DYNAMICS CRM Confirmation Success page If you choose to create a double opt-in list, you can specify a custom confirmation page in this field Unsubscribe from this list will unsubscribe from all lists If checked, people are placed in Campaign Monitors “master suppress” list as well, when they unsubscribe from this particular list. You can find more information about this option in our “Efficient handling of unsubscribes” manual To create the list with your desired settings, press OK. The link options let you decide if you want Dynamo to create to special custom fields on your subscriber list. We highly recommend that you let Dynamo create these fields. The custom fields created are:  Crmid: This field will contain the primary key for the Lead, Contact or Account from your CRM system  Crmtype: This field contains the name of the entity (either “lead”, “contact” or “account”) Using the fields above, Dynamo can lookup existing subscribers much faster, than matching them by email. Another advantage is that Dynamo will know what type of subscriber it is dealing with before it looks up the data. Remember: You can always change the list settings by logging in to your Campaign Monitor account and configure your list there When you are done linking a subscriber list to the marketing list in CRM, the list will be in “paused” mode. To start synchronization:  Refresh the page  Check the synchronization settings in the CMCRM Information section and change the Sync. Status to “Running” Mapping custom fields By default CM only requires a name and email, but dynamo also let you map other fields from the entity type on your marketing list. Select the Custom fields area in the Connect dialog to manage the mappings.
  • 10. www.applications.dk – twitter.com/appldev – facebook.com/appldev Page | 10 USING THE CAMPAIGN MONITOR CONNECTOR WITH DYNAMO AND DYNAMICS CRM 1. Select the field from your entity that you would like to map 2. Select an existing custom field on your subscriber list, or select the “Create new…” option, to let Dynamo create the custom field in CM for you 3. Press the Add mapping link If you select a CRM field of the type “Option list”, Dynamo will ask if you want to create the values of the list in CM as well:
  • 11. www.applications.dk – twitter.com/appldev – facebook.com/appldev Page | 11 USING THE CAMPAIGN MONITOR CONNECTOR WITH DYNAMO AND DYNAMICS CRM Setup the synchronization settings Setting Description Type Can be either static or dynamic. If you are synchronizing a dynamic marketing list, you must also set the unsubscribe list and/or new members list, because Dynamo is not allowed to modify a dynamic member list. Locked If you set the list to locked, Dynamo will not add new members to the list. You can specify a new members list, and the new members will be added to this list instead. Setting Description List Id This is the Id of the connected subscriber list in the CM account Subscriber List The name of the subscriber list in CM Last Synchronized The date of the last successful synchronization. When a list has never been synchronized, this date will read January 1, 1900. If you want to force a re-synchronization from another point in time, you can manually set the synchronization date back to the wanted time. Dynamo will only send list members to Campaign Monitor, that has been modified since this date. Sync Status This option allows you to start or Pause synchronizations of the marketing list. No synchronization will take place as long as the list is in “Paused” mode Sync. Interval Indicates how often a list should be synchronized. Important: This interval should not be below 2 minutes Log Option Determines when Dynamo should create an event log entry for this list. For normal purposes it is recommended only to create log entries when there are changes to the list. Dynamo Configuration The attached configuration dynamo should use when synchronizing. This determines what Campaign Monitor account is used and other internal settings. This field should not be modified by users
  • 12. www.applications.dk – twitter.com/appldev – facebook.com/appldev Page | 12 USING THE CAMPAIGN MONITOR CONNECTOR WITH DYNAMO AND DYNAMICS CRM Setting Description Sync Direction Determines if data should flow both ways between the two systems or just one-way Unsubscribe List Here you can attach a static non-connected marketing list of the same entity type as your linked marketing list. When people are unsubscribing from your connected list, the person will also be added to this Marketing list, which allows you to track unsubscribes. New Member List Here you can attach a static non-connected or connected marketing list of the same entity type as your linked marketing list. When new members are subscribing to the connected list, they will also be added to this list. This allows you to track the new members on the list since you started the synchronization with Campaign Monitor Sync Owner Specifies which user should own the CRM records that Dynamo creates. For example new contacts. User-Defined Owner If you set the Sync Owner to user-defined, you must specify which CRM User should own the CRM records in this field Allow contact data to be updated in CRM If checked, Dynamo is allowed to update data on existing/matched lead, contacts and accounts Respect Do Not Bulk Email Options in CRM If checked, only list members with “Allow” in the “Do not Bulk Email” field will be sent to Campaign Monitor Resubscribe people when adding to CM If checked, Dynamo will tell Campaign Monitor to re-subscribe the contacts that are sent to the system. This means, that people on the CM “Unsubscribed” segment of the list, will be activated again. Important: You should observe great caution when using this option. It is recommended to consult our manual on handling unsubscribes as well Set Bulk email to ‘Do not Allow’ for unsubscribes If checked, Dynamo will both remove the list member and update the “Do not Bulk Email” field to the value “Do not Allow” when synchronizing unsubscribes Clean List If checked, Dynamo will put any subscriber in CM that is not on the list in CRM in the “Deleted” segment. This happens once a day. If you remove a list member directly in CRM, you can use this option to also delete them from the subscriber list in CM – otherwise you need to unsubscribe the person in CM, and let Dynamo synchronize that unsubscribe action back to CRM (e.g. also removing the person from the list) Queue Auto responders If checked, any auto responders defined on the CM subscriber list will be queued up for new subscribers added by Dynamo Restart Auto responders If checked, Dynamo will tell Campaign Monitor to re-start auto responders for people being re-subscribed to the CM subscriber list. This option works in conjunction with the “Re-subscribe people when adding to CM” option. IMPORTANT: Dynamic Marketing Lists There is a number of challenges when dealing with dynamic marketing lists. It is highly recommended to read our whitepaper on efficient handling of unsubscribe flows, which can be found in the resource section on http://www.applications.dk/resources/dynamo.aspx
  • 13. www.applications.dk – twitter.com/appldev – facebook.com/appldev Page | 13 USING THE CAMPAIGN MONITOR CONNECTOR WITH DYNAMO AND DYNAMICS CRM Tip: Managing Marketing list memberships in CRM In CRM 2011 / 2013 it is not possible to create workflows that manipulate the list member entity. This means, you cannot create a workflow that removes or adds a contact to a marketing list. To compensate for that, Michael Randrup has created a free Workflow Library that can do just that. The workflow library is free to use, and can be installed directly from the Dynamo Client. You can read more about the library in this blog post: https://medium.com/look-what-i-made/5fe27872f52d List statistics over time Dynamo will download the overall subscriber list statistics once every day. This enables you to do multiple things:  See the list growth over time on the Marketing List  Create Dashboards that visualize the list statistics using Date/Time and Counts as the axis  Creating Goals and Rollup queries with List statistics Dynamo will monitor Active list members, Bounced members, Deleted members and unsubscribes.
  • 14. www.applications.dk – twitter.com/appldev – facebook.com/appldev Page | 14 USING THE CAMPAIGN MONITOR CONNECTOR WITH DYNAMO AND DYNAMICS CRM Campaign synchronization In order to view all the possible settings you need to change to the form definition Dynamo: CMCRM Form as seen below. 3. Change the Form to Dynamo: CMCRM Form 4. Expand the section CMCRM Linking the campaign to Campaign Monitor 3. Select the Tab Dynamo 4. Click on the button Connect to CM
  • 15. www.applications.dk – twitter.com/appldev – facebook.com/appldev Page | 15 USING THE CAMPAIGN MONITOR CONNECTOR WITH DYNAMO AND DYNAMICS CRM 1. Select the configuration to use. The configuration determines which CM account the list or campaign is connected with. If your installation only uses one CM account, that configuration is automatically selected by the dialog. 2. You have several options above the list of CM Email Campaigns: - View Campaign: Will launch a browser window with the email design of the selected campaign - Create campaign: Will launch a browser window with the “Create Campaign” wizard in your CM Account - Refresh the list: Will reload the campaigns from the CM account. 3. Select the campaign you want to link to in your CM account. The list automatically displays your 10 last campaigns. You can use the load button above the list to load more campaigns into the list. 4. Press the Link to CM to complete the linking. When you are done you can close the Connect to CM dialog. If you choose to link to a “Draft” campaign in Campaign Monitor, Dynamo will automatically start synchronizing the campaign once you launch it. When you have linked an email campaign to the CRM Campaign, the Sync. status will be placed in “paused” mode. To start synchronization:  Refresh the page  Check the synchronization settings in the CMCRM Information section and change the Sync. Status to “Running”
  • 16. www.applications.dk – twitter.com/appldev – facebook.com/appldev Page | 16 USING THE CAMPAIGN MONITOR CONNECTOR WITH DYNAMO AND DYNAMICS CRM Setup the synchronization settings Setting Description Web Version Url When you link to a sent campaign, this field contains the general link for the web version of the email World View Url Contains the link to the Live World View of the sent campaign Statistics This section contains the overall statistics of the campaign. The statistics are updated each time the campaign synchronizes Campaign Response overview This section of the form contains a list of the latest campaign responses for a quick overview Email Client Usage This section contains the different email clients used to read the connected campaign. Setup the Campaign synchronization settings Setting Description
  • 17. www.applications.dk – twitter.com/appldev – facebook.com/appldev Page | 17 USING THE CAMPAIGN MONITOR CONNECTOR WITH DYNAMO AND DYNAMICS CRM Campaign Id This is the Id of the connected Email Campaign in the CM account CM Campaign The name of the Campaign in CM Last Synchronized The date of the last successful synchronization. When a Campaign has never been synchronized, this date will read January 1, 1900. If you want to force a re- synchronization from another point in time, you can manually set the synchronization date back to the wanted time. Dynamo will then re-synchronize any response made from that point in time. Sync Status This option allows you to start or Pause synchronizations of the Campaign. No synchronization will take place as long as the Campaign is in “Paused” mode Sync. Interval Indicates how often a campaign should be synchronized. Important: This interval should not be below 2 minutes. The recommended setting is between 15 minutes and 24 hours. Remember that the number of new responses will be fewer in time. Log Option Determines when Dynamo should create an event log entry for this campaign. For normal purposes it is recommended only to create log entries when there are changes to the list. Pause after Actual End If set to Yes, then the Sync Status will be set to “Paused” after the date specified in the field “Actual End” on the campaign Dynamo Configuration The attached configuration dynamo should use when synchronizing. This determines what Campaign Monitor account is used and other internal settings. This field should not be modified by users Setting Description Sync Responses If checked, then responses will be downloaded and created as Campaign Response entities. Close Responses If checked, Dynamo will close every Campaign Response created Response Creation - Update Count on matched responses: This will lookup the response and update the click count on the existing response. So if a person has clicked a link 4 times, 1 campaign response with a click count of 4 will exist in CRM. - Only create the first Click: With this option, Dynamo will only create the first response, so if a recipient opens or clicks several times, Dynamo will only register the first. - Create a new response for each Click/open: Tells Dynamo to create a new response for each action. If a recipient opens an email 4 times, Dynamo will create 4 separate Campaign Responses in CRM. Sync Status This option allows you to start or Pause synchronizations of the Campaign. No synchronization will take place as long as the Campaign is in “Paused” mode Sync. Interval Indicates how often a campaign should be synchronized. Important: This interval should not be below 2 minutes. The recommended setting is between 15 minutes and 24 hours. Remember that the number of new responses will be fewer in time. Log Option Determines when Dynamo should create an event log entry for this campaign. For normal purposes it is recommended only to create log entries when there are changes to the list. Pause after Actual End If set to Yes, then the Sync Status will be set to “Paused” after the date specified in the field “Actual End” on the campaign
  • 18. www.applications.dk – twitter.com/appldev – facebook.com/appldev Page | 18 USING THE CAMPAIGN MONITOR CONNECTOR WITH DYNAMO AND DYNAMICS CRM Dynamo Configuration The attached configuration dynamo should use when synchronizing. This determines what Campaign Monitor account is used and other internal settings. This field should not be modified by users Sync Owner Specifies which user should own the CRM records that Dynamo creates. For example new Campaign Responses. User-Defined Owner If you set the Sync Owner to user-defined, you must specify which CRM User should own the CRM records in this field Sync Opens If checked “Open” responses are downloaded from CM Sync Bounces If checked “Bounce” responses are downloaded from CM. The type of bounce is also registered on the Campaign Response in the description field Sync Clicks If checked “Link Click” responses are downloaded from CM Sync Unsubscribes If checked “unsubscribe” responses are downloaded from CM Subject Prefix Here you can specify a prefix for the auto-generated subject on the Campaign Responses, that Dynamo creates Subscriber matching - Lookup subcribers: This will lookup the subscriber in the existing CRM data - Create as ‘New Customer’: This will not lookup any existing data when creating Campaign Responses, but will register the name and email in the ‘New Customer’ section of the Campaign Response. Auto-pausing a Campaign If you set the Actual End Date field and check the option “Pause after Actual End”, Dynamo will automatically stop synchronizing the campaign after this date. This is useful because after a certain amount of time most campaigns get irrelevant. Campaign Responses Dynamo adds a new form for the Campaign Response. As your campaigns are synchronized, Dynamo will download campaign activities from the recipients and create them as Campaign Responses on your connected campaign.
  • 19. www.applications.dk – twitter.com/appldev – facebook.com/appldev Page | 19 USING THE CAMPAIGN MONITOR CONNECTOR WITH DYNAMO AND DYNAMICS CRM 1 - The custom Campaign Response Form Select the form Dynamo: CMCRM Form to view the custom fields 2 – New response codes and counts Dynamo adds a list of new response codes. When downloading activities the appropriate response code is also set: - Email opened: This code will also include the number of opens in the Click Count field - Email bounced: This code will also report the Bounce type and reason in the Description field - Email unsubscribed: This response code is used when a recipient press an unsubscribe link in your emails - Email Link Clicked: This response code will include the number of times the recipient has clicked on the link in the Click Count field and the Url field will contain the clicked link itself - SPAM Complaint: This response code is created if a recipient has made a spam complaint for the email 3 – Subject and description The subject is automatically updated by Dynamo. On each connected campaign, you can setup a prefix that Dynamo should use when updating the subject field. The description field is used for further information, like the Bounce reason for an email. 4 – Customer information If the campaign is setup to lookup the recipient in CRM, Dynamo will try to match the recipient against your database of both Leads, Contacts and Accounts. The Campaign Response will be connected to the matched entity in CRM in the Existing Customer field. If the recipient cannot be matched, or if you setup the synchronization options on the campaign, not to match recipients, the New Customer fields are used to register the name and email address of the recipient coming from Campaign Monitor.
  • 20. www.applications.dk – twitter.com/appldev – facebook.com/appldev Page | 20 USING THE CAMPAIGN MONITOR CONNECTOR WITH DYNAMO AND DYNAMICS CRM Open and Closed Campaign Responses You can select whether Dynamo should Close the Campaign Responses automatically, or leave them open. If they are left open, they are found in the Activities list of the contacts and must be closed manually or converted to Opportunities to be closed. If Dynamo closes the Campaign Responses automatically they can be found in the Activity History list on the contacts. Location information on Campaign Responses Whenever the information is available Dynamo will also download location information from Campaign Monitor and add that information to the Campaign Responses. Besides Country, Province and City names, the location information can also include geo-location (latitude/longitude) which can be used in Mapping applications, as well as IP address of the device used to generate the campaign activity.
  • 21. www.applications.dk – twitter.com/appldev – facebook.com/appldev Page | 21 USING THE CAMPAIGN MONITOR CONNECTOR WITH DYNAMO AND DYNAMICS CRM Dashboards Dynamo is installed with two predefined Dashboards. These are meant to be a starting point for creating your own personal dashboards. CMCRM Overview This dashboard provides an overview of your campaign performance, List statistics and top hyperlinks in your emails: CMCRM Statistics This dashboard contains detailed statistics on list activities, Email Client usage and Campaign Responses:
  • 22. www.applications.dk – twitter.com/appldev – facebook.com/appldev Page | 22 USING THE CAMPAIGN MONITOR CONNECTOR WITH DYNAMO AND DYNAMICS CRM
  • 23. www.applications.dk – twitter.com/appldev – facebook.com/appldev Page | 23 USING THE CAMPAIGN MONITOR CONNECTOR WITH DYNAMO AND DYNAMICS CRM
  • 24. www.applications.dk – twitter.com/appldev – facebook.com/appldev Page | 24 USING THE CAMPAIGN MONITOR CONNECTOR WITH DYNAMO AND DYNAMICS CRM Audit History Version 0.1 Draft layout Version 0.2 Marketing Lists Version 0.3 Campaigns and Dashboards Version 0.8 Campaign Responses Revised for CRM 2013 Version 1.0 First official release, November 2013 Version 1.1 Added notice about CRM 2013 and Internet Explorer on Windows 7