After your campaign activities have been distributed and your
target marketing list members have received the communication, you can
record the responses you receive, both positive and negative. By
tracking responses, you can take additional action to
pursue the customer or prospect. For positive responses, you might
schedule a follow-up phone call or other activity. For negative
responses, you might remove members from a certain marketing list.
Recording both positive and negative responses provides marketing
managers with an overall understanding of the total response rate
along with the positive response rate. There are several ways that you
can record campaign responses in Microsoft Dynamics CRM. You
can:-
Manually create a campaign response record.
-
Close a campaign activity as a response.
-
Automatically create a campaign response for email
replies.
-
Import campaign responses.
Note
In this exercise, you will manually create a campaign
response.
Note
SET UP Use the Internet
Explorer web browser to navigate to your Microsoft Dynamics CRM
website, if necessary, before beginning this exercise. . If you cannot
locate the New Product Advertising campaign in your system, select a
different campaign for this exercise.
-
In the Marketing area, click
Campaigns.
-
Open the New Product
Advertising campaign.
-
In the entity navigation pane, click Campaign Responses.
-
Click the Add New
Campaign Response button.
The Campaign Response activity form appears. Many fields
are available for capture in a campaign response, including the response code, who
the response was received from, and other details about the
response.
-
Enter a subject, select an existing
customer, and then click the Save
button.
Promoting a Campaign Activity to a Campaign Response
You might have noticed that one of the fields in the campaign
response form, Originating Activity, lets you associate the campaign
response with the original campaign activity. Microsoft Dynamics CRM
also lets you create the campaign response from the original
campaign activity, so you can track the effectiveness of each
campaign activity in addition to understanding the effectiveness of
the campaign overall. You can also convert campaign responses to
other entities, as you will see in the next section.
In this exercise, you will promote a campaign activity to a
campaign response.
Note
SET UP Use the Internet
Explorer web browser to navigate to your Microsoft Dynamics CRM
website, if necessary, before beginning this exercise. If you cannot
locate the New Product Advertising campaign in your system, select
a different campaign for this exercise.
-
In the Marketing area,
click Campaigns.
-
Open the New Product
Advertising campaign.
-
In the entity navigation pane, click Campaign Activities.
-
Open the New Product Introduction
Follow-Up Phone Call activity.
-
In the entity navigation pane, click Phone Calls Created.
The Phone Calls Created list appears.
-
Open one of the phone call activities in the list.
-
On the ribbon, in the Convert Activity group, click the Promote to Response button.
The Campaign Response form appears. Notice that many
of the fields are populated based on the campaign activity you used for the
conversion.
-
Update the subject and any other field, and then click the
Save button.
