cmcrm version 2
TRANSCRIPT
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CMCRM Version 2.0 User Guide
Applications A/S
All rights reserved
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Contents Synchronizing 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 ..................................................................................................................... 10
Synchronizing 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 .......................................................................................................................... 17
Using the Event Log ............................................................................................................................................................. 18
Places where you can access the Event Log ............................................................................................................ 18
The event log window .................................................................................................................................................... 19
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Synchronizing Marketing Lists
You 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 list
FAQ: How synchronization on Marketing Lists works
CMCRM uses the email address of your accounts, contacts or leads in your Marketing List, to match
them 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 of
the 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 the
implementation 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 Marketing
List.
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 be
respected, List Members with “Do Not Allow” in the “Send Bulk Email” option will not be sent to the
subscriber list in Campaign Monitor. See the implementation guide for a description of how to turn on
this 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 a
list in Campaign Monitor, CMCRM will then both remove the List Member and set the field to “Do Not
Allow” in your CRM System. See the implementation guide for a description of how to turn on this
setting.
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 subscriber
cannot be found, CMCRM will automatically create the Account, Contact or Lead and then add the newly
created record to the Marketing List being synchronized.
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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 one
to use for synchronization. It will instead skip that particular record, and report it to you in the Event Log
of 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 two
systems, you need to unsubscribe people in Campaign Monitor. If you do that, CMCRM will then
automatically remove the List Members from your marketing list, and you have no need to remove them
manually.
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 Campaign
in 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 this
for advanced users. Campaign Monitor does not know if a subscriber is an Account, Contact or lead, but
in Dynamics CRM, your Marketing Lists only consists of one of these types of List members. If you need
to synchronize multiple Marketing Lists with a single subscriber list in Campaign Monitor, please observe
the 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 this
kind 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 new
records.
I am a user in multiple CRM Organizations in our CRM Deployment, and want to synchronize data from
all my CRM Organizations to a single Campaign Monitor account. Is that possible?
Yes. Using the CMCRM Controller Application, your system administrator can setup multiple CRM
Organizations to a single Campaign Monitor account.
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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 your
Marketing Lists and Campaign with that system. The people in your organization who do use Campaign
Monitor can use your synchronized data to execute professional email campaigns based on the lists you
select to synchronize.
I am not a Dynamics CRM User. I only use Campaign Monitor to execute campaigns. Can I still use CRM
Data as the basis of my Campaigns?
Yes. You just ask your CRM Users, to select the Marketing Lists that should be synchronized with
Campaign Monitor, and you can then use the synchronized subscriber lists as the basis for your email
campaigns.
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 a
subscriber list. If you map those fields to fields on your Account, Contacts or Leads, that information will
also be synchronized.
I have created some Custom field mapping after I started to synchronize the Marketing list, but those
fields 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 Marketing
List. To optimize the synchronization speed, CMCRM only sends the data that has changed since the last
synchronization. Since you have just added custom field mappings, the actual List Members have not
changed, and therefore is not sent to Campaign Monitor. If you add custom fields on a running
synchronization, you need to reset the Synchronization date, so all data is sent to Campaign Monitor
again. You just need to do this once, after you add the custom field mappings. Open the CMCRM
Controller application and reset the synchronization date of the marketing list, to have all your custom
fields populated.
See the implementation guide for a description of how to reset the synchronization dates using the
CMCRM Controller application.
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Linking a Marketing List to a subscriber list in Campaign Monitor
You 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 Button
When the link has been made, the following confirmation is shown:
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Link information for Marketing Lists
Click 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 the
updated information.
Attribute Description
Subscriber List Contains the name of the linked list
List Id Contains the unique id of the linked list
Last Synchronized Contains the Date/Time of the last completed synchronization
Sync 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 page
Confirm Opt-in Is checked if the list in Campaign Monitor is a “Confirm opt-in” list
Confirmation page Contains the Url defined in Campaign Monitor for the Confirmation page
on opt-ins
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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 button
When 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 Subscriber
List and List Id attributes, on the Campaign Monitor tab, is now empty.
Managing custom field mappings
If you have created custom fields on your subscriber lists in Campaign Monitor, you can map those fields
to 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 have
created two custom fields for the list:
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Note: When referring to the field, you need to use the name from the Personalization tag (usually the
field 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
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Creating the Custom field mappings
To 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 mapping
Perform the steps above, for each custom field you want to map. For our example, we have mapped
both of the custom fields:
The two fields above, will now be synchronized from your CRM system, and updated on the subscribers
in the subscriber list in Campaign Monitor.
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Synchronizing Campaigns
You can use CMCRM to synchronize your CRM Campaigns with the sent email campaigns in Campaign
Monitor. 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 Unsubscribed
FAQ: How synchronization on Campaigns works
First CMCRM will update the overall statistics on the Campaign. Then it will download all the above
events 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 to
a Campaign Response with the fields under “New Customer” filled out with the name and email address
of the subscriber. You can then manually create the not-existing subscriber as an Account, Contact or
Lead. 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 you
want 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 the
synchronization 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. See
the implementation guide for a description of all the synchronization settings.
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What happens if I link a Campaign sometime after it has been sent out. Will I still get all the historic
events synchronized from the beginning?
Yes. You can link the sent campaigns at any time after you send them from Campaign Monitor. When
CMCRM starts to synchronize the Campaign for the first time, it will always download all the events, from
the 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 also
has information on exactly what time the event occurred. It is that time that is used, when the event is
converted 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 was
clicked. This URL is registered in the Campaign Response dialog, and you can use this information to
create 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. CMCRM
will match and update the Click count on the existing Open/Click Campaign Response, create a new
Campaign 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 Campaign
Response 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.
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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 settings
of the integration. See the implementation guide for a description of all the advanced synchronization
settings.
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 one
to use in the Campaign Responses. It will therefore add the subscriber information under the “New
Customer” Section of the Campaign Response, and report a Warning in the Event Log, so you can
quickly 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 each
linked CRM Campaign.
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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 Button
When the link has been made, the following confirmation is shown:
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Link information for Email Campaigns
Click 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 the
updated information.
Attribute Description
Recipients Contains the total number of recipients in the email campaign
Clicks Contains the total number of link click events in the campaign
Total opened Contains the total number of email opened events in the campaign
Unsubscribed Contains the total number of Unsubscribed events in the campaign
CM Campaign Contains the name of the campaign in Campaign Monitor
Campaign Id Contains the unique id of the campaign in Campaign Monitor
Last Synchronized Contains the Date/Time of the last synchronization
Sync 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.
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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 button
When 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 CM
Campaign and Campaign Id attributes, on the Campaign Monitor tab, is now empty.
Campaign Responses on Linked Email campaigns
When CMCRM synchronizes your Campaigns, it converts all the campaign events to Campaign
Responses. To see what events has been created as responses in your campaigns, follow these
instructions:
1) Open the Campaign in Dynamics CRM
2) Click on the Campaign Responses list in the left navigation pane in the Campaign Window
From here you can see the different types of events that are taken place in the campaign.
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The Campaign Response window
CMCRM Automatically fills out a lot of different information on the Campaign Responses:
Attribute Description
Parent Campaign The response is automatically linked to the Campaign
Response Code Is filled out with the type of event that created the Response
Click 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
CMCRM
Url For Link Clicked events, this attribute contains the exact URL the
subscriber clicked on
Customer 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 record
Received From New
Customer section
For not-matched subscribers, CMCRM will automatically fill out the First
Name, Last Name and E-Mail fields in this section.
Channel This is automatically set to E-mail
Received On Contains the exact Date/Time of when the event occurred
Subject This is automatically filled out by CMCRM, with the type of event and
optionally a predefined Prefix.
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Using the Event Log
The 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 events
Places where you can access the Event Log
The 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 will
automatically link the event log to the Campaign, The Marketing List and the Contact involved when the
event occurred.
The event log for a linked campaign
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The event log window
The event log contains the following information:
Attribute Description
Title The title of the event log contains relevant short information about the
event
Log type Is either Information, Warning or Error
Created On Contains the Date/Time for which the event occurred
Description Contains detailed description for an event
The Related Entities section Contains the entities that was involved in the particular event