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CLICKDIMENSIONS - USER GUIDE FOR LBS EMAIL MARKETERS USING MSD CRM This user gu

CLICKDIMENSIONS - USER GUIDE FOR LBS EMAIL MARKETERS USING MSD CRM This user guide is designed for everyone sending marketing/bulk emails to DPO or Exec Ed Contacts using MS Dynamics CRM and ClickDimensions. It assumes that users have previous email marketing experience. . Nicola Seguss Version 3 23 Dec 2014 ClickDimensions - User Guide for LBS Email Marketers using MSD CRM 1 Contents Background Information ..................................................................................................... 2 What you can expect from this user guide: ..................................................................... 4 Tips from the ClickDimensions User Group: ...................................................................... 4 ClickDimensions Training ..................................................................................................... 5 Setting up Marketing Lists for use with ClickDimensions ................................................. 7 Design your list .................................................................................................................. 7 Large lists ........................................................................................................................... 7 Build your list ...................................................................................................................... 8 Remove people from your list ...................................................................................... 16 Setting up a new template in ClickDimensions ............................................................. 17 How to send an email ....................................................................................................... 29 Reporting ............................................................................................................................. 39 Subscription Management ............................................................................................... 43 Subscriptions Lists ............................................................................................................ 44 Subscription Management pages ............................................................................... 48 Marketing Automation Design Process........................................................................... 50 Autoreply emails ................................................................................................................ 52 Some other things to try once you have mastered the basics: .................................. 54 Appendix 1- Key terminology ........................................................................................... 55 Appendix 2- Subscription Management page URLs .................................................... 59 Appendix 3 - Some illustrative examples of which Subscription Lists and Subscription Management pages to use for your mailings: .............................................................. 60 ClickDimensions - User Guide for LBS Email Marketers using MSD CRM 2 Background Information Before you get started as a new ClickDimensions user, you will need:  To gain access to MSD CRM with ClickDimensions permissions, contact help@london.edu to set this up.  Take ownership of your training, including: o reading this guide o watching the CRM Fundamentals training videos o watching the ClickDimensions Academy training webinars o learning how to form Marketing Lists using the Advanced Find tool. NOTE – you can always access all MSD CRM and ClickDimensions training materials, including the latest edition of this guide on WALT, which is accessed via Portal here: > Portal > IT Help > WALT > Training Home > Training manuals > 4.24 Microsoft Dynamics CRM ClickDimensions is the bulk email plug-in for the LBS CRM solution - Microsoft Dynamics 2011. It is fully integrated within MSD CRM, so there is no need to switch between systems when forming your group(s), building your email, testing, sending it, and reporting on performance. Log-in to CRM here: https://crm.london.edu For email marketers (DPO & EE mkt and sales), ClickDimensions replaces SmartMARKETER for sending bulk/HTML emails such as:  eBSR newsletters  bulk programme-specific or cross-programme lead nurturing mailings  invites to conversion events and bulk follow-ups  enquiry generation emails to lists of leads from: o GMASS o GRESS o fairs  cross-sell emails. ClickDimensions is a marketing platform to be used for promotional emails. To send simple, personalised, plain text emails to targeted groups, you should use the mail merge functionality in MSD CRM, rather than ClickDimensions. See the “Mail Merge” user guides on WALT for more information. ClickDimensions - User Guide for LBS Email Marketers using MSD CRM 3 We can use ClickDimensions for:  email marketing including: o one-off campaigns o automated emails driven by a nurture programme o automated emails driven by workflows  subscription management. As of December 2014, the following ClickDimensions functionalities will require IT development and/or business process change:  SMS messaging  web tracking  lead scoring  webinars  landing pages  forms  surveys The ClickDimensions User Group should be the fount line for any questions on day-to- day use of the system. This group aims to meet monthly to share best practice and lessons learnt, and to look at system and process enhancements. There is a ClickDimensions User email distribution list CDUser@london.edu that you can use for reaching out to this group. If the ClickDimensions User Group can’t help, you should direct all support queries to help@london.edu ClickDimensions makes system upgrades from time to time. It’s worth signing up to – and reading - their newsletter so that you have advance warning. They tend to enhance the look and feel of the interface and add new functionality. If you are not sure about something new that you see, contact CDUser@london.edu or help@london.edu NOTE – ClickDimensions upgrade could make some of the images in this guide out of date. ClickDimensions - User Guide for LBS Email Marketers using MSD CRM 4 What you can expect from this user guide:  Links to training provided by ClickDimensions  Guidelines for naming conventions for lists, templates and campaigns  Everything you need to know about the Subscription Management process  How to set up a Marketing List  How to set up a new template  How to send an email  Reporting  Marketing automation and autoreplies  Other tips and tricks Tips from the ClickDimensions User Group:  Use Chrome rather than IE8  Don’t have too many windows open at a time. Close any that are unnecessary to what you are currently doing  Keep saving at every step ClickDimensions - User Guide for LBS Email Marketers using MSD CRM 5 ClickDimensions Training The training for MSD CRM and ClickDimensions users has all been documented or videoed so that there is no need for users to train each other. In fact, learning from other users is not as good idea as bad practices can slip in and important steps can be missed. It is also important to note that all of the training has been designed for experienced email marketers and not novice users. This document is designed to supplement the generic training provided by ClickDimensions. Before sending any emails, all LBS Email Marketers should view a series of recorded webinars, which are part of the ClickDimensions Academy: Week 1: ULR: http://help.clickdimensions.com/clickdimensions-academy/clickdimensions- academy-cd101-videos/#tabs-1-2 Password: cda101! Relevant sessions include:  Day 1: Email templates  Day 2: Subscription Management  Day 3: Sending an Email  Day 4: Email Statistics Week 2: URL: http://help.clickdimensions.com/clickdimensions-academy/clickdimensions- academy-cd201-videos/#tabs-1-2 Password: !cda201 Relevant sessions include:  Day 4: SMS and Nurture Marketing ClickDimensions - User Guide for LBS Email Marketers using MSD CRM 6 You will need to make sure you view the 2011 versions by selecting the correct tab: Useful reference guides (Make sure you select CMR 2011 tabs) Introduction to email marketing: http://help.clickdimensions.com/introduction-to- email-marketing/ Create an email template: http://help.clickdimensions.com/create-email- template/#tabs-1-2 Send an email: http://help.clickdimensions.com/send-an-email-2/#tabs-1-2 Email performance: http://help.clickdimensions.com/email-send-statistics- graph/#tabs-1-2 ClickDimensions - User Guide for LBS Email Marketers using MSD CRM 7 Setting up Marketing Lists for use with ClickDimensions Design your list The better targeted your list is, the more relevant its content is to the customer, and the more likely they are to respond in the desired way. Please use the process outlined below to create a bespoke list. This process applies to all groups you want to create for bulk or automated emails sent through ClickDimensions. For example:  enquiry generation campaigns  event invites  automated follow-ups  automated lead nurturing campaigns  cross sell campaigns  eBSR newsletter. NOTE – Before you start building your target lists, make sure you are familiar with the key terminology (see Appendix 1) and the Advanced Find Tool (see WALT). Large lists NOTE – If you are planning to send a mailing to a list that has more than 30k contacts on it, you should communicate this to the ClickDimensions User Group to ensure that multiple large emails are not all scheduled to go out at the same time. NOTE – you need to limit the size of the groups that you send your mailing to:  around 50k contacts in total for a static lists  around 70k contacts in total for a dynamic lists. We have these limits because sending the emails from MSD CRM/ClickDimensions relies on the processing capacity of the World Wide Web. MSD CRM and our data is hosted entirely online. The bigger the Marketing List, the more processing required. If your list is too big for the web to handle, it times out. This is compounded if the email is a large file with lots of images or attachments. The 70k limit on list size is a guideline only. The actual maximum list size at any one point in time is dependent upon the processing capacity available at that time. For example, if you send your email first thing in the morning, before the US wakes up, you might find that you can get away with a bigger list. We didn’t have this issue with SmartMARKETER because they host our data, which cuts out a step in the processing, but creates other problems. ClickDimensions - User Guide for LBS Email Marketers using MSD CRM 8 Where you are sending large emails, be aware that they can take considerable time to process and you may need to wait overnight before ClickDimensions updates. If your list is dynamic and greater than 5,000 records, you can get a one-off count by coping the list to a static list. To break up your list into smaller chunks, you will need to use some criteria that ensures that uploads/Marketing/ msd-crm-clickdimensions-user-guide.pdf