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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

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Adding List Members that have been added directly to the subscriber list in Campaign Monitor

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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

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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. 4

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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 Subscriber List List Id Last Synchronized Sync Status

Unsubscribe page Confirm Opt-in Confirmation page

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Description Contains the name of the linked list Contains the unique id of the linked list Contains the Date/Time of the last completed synchronization 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. Contains the Url defined in Campaign Monitor for the unsubscribe page Is checked if the list in Campaign Monitor is a “Confirm opt-in� list Contains the Url defined in Campaign Monitor for the Confirmation page on opt-ins


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

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Numeric Field

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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

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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: -

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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

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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 Recipients Clicks Total opened Unsubscribed CM Campaign Campaign Id Last Synchronized Sync Status

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Description Contains the total number of recipients in the email campaign Contains the total number of link click events in the campaign Contains the total number of email opened events in the campaign Contains the total number of Unsubscribed events in the campaign Contains the name of the campaign in Campaign Monitor Contains the unique id of the campaign in Campaign Monitor Contains the Date/Time of the last synchronization 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.


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 Parent Campaign Response Code Click Count

Url Customer

Received From New Customer section Channel Received On Subject

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Description The response is automatically linked to the Campaign Is filled out with the type of event that created the Response 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 For Link Clicked events, this attribute contains the exact URL the subscriber clicked on 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 For not-matched subscribers, CMCRM will automatically fill out the First Name, Last Name and E-Mail fields in this section. This is automatically set to E-mail Contains the exact Date/Time of when the event occurred This is automatically filled out by CMCRM, with the type of event and optionally a predefined Prefix.


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

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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 Title Log type Created On Description The Related Entities section

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Description The title of the event log contains relevant short information about the event Is either Information, Warning or Error Contains the Date/Time for which the event occurred Contains detailed description for an event Contains the entities that was involved in the particular event

CMCRM User Guide  
CMCRM User Guide  

The user guide describes all aspects of using the CMCRM application, and synchronizing data between Campaign Monitor and Microsoft Dynamics...

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