I am trying to create a dynamic or static segemtn that calls to a marketing list I created within Dynamics. The list is for old leads who were disqualified by my inside sales team. When I'm building the segment in Marketing 365, it will only alllow me to close the query with a contact entity. This returns 0 members to my segment as they are all Leads and not Contacts. How do a query for just leads?
Yes, same problem here.
When we create a segment based on leads, Dynamics uses the contact info from the associated parent contact and then the other filter options from the lead (e.g. Industry, etc.). Because of this, we have to make sure the lead and parent contacts exactly match each other, so if an email address changes, we have to input/amend it twice which is a bit of a pain to say the least.
To add to the annoyance of this, when we send out an email campaign and a lead replies to the email, the reply only shows in the associated parent contact timeline, which means that our reps have to open up the lead and then open up the parent contact in order to check for any replies, all the while making sure that the response is not sent through the parent contact, but the lead so the timelines don't get messed up.
The same goes for any marketing forms that have been filled in (the completed forms only show on the parent contact timeline). Also if we add a task creation (e.g. phone call) within a customer journey, it creates the task for the parent contact, not the lead, so our reps open up the task which brings them to the parent contact, then they have to find the associated lead in order to work with the lead.
This really needs to be fixed! Seriously considering a different CRM at this point!
Hi Chris, and forum
Has there been any update to this? As we are experiencing the same problem - we want to market to open leads through a customer journey created either from a segment or marketing list.
Clea
I hate to say it, but this is just another function that Microsoft lags it's competitors. I have used Marketo and Pardot for years with Salesforce integrations, and something like this would take just a few minutes to set up. Microsoft seems to be ten years behind everybody else. Do they not do competitive research when designing functionality? It's super frustrating.
Hi Becky,
thank you for sharing with your experience!
Regarding the last comment - we're working on that :)
BR
Elena
Hi,
My understanding is that you can't currently - Customer Journey communications can only be sent to/run against Contacts. We're currently working through a similar issue and having to create/link Parent Contacts using Flow and implement some pretty complex logic to then run the journey in the context of the linked Lead - gets rather tricky where you have a N:1 relationship between Lead and Contact, but it is possible with a little creative design!
It would be good if Dynamics Marketing could deal with Leads as well as Contacts, as this is a very common requirement.
So maybe I should ask the question in a different way. I want to keep my leads as leads, but create segments for leads such as; leads that request a certain product type, or leads that have been disqualified by inside sales. There's no sense in converting these leads to contacts within the CRM at this point. Nor have they been for the past so many years within this organization's CRM. They are simply just leads who have requested information, but did not or have not yet qualified themselves as a potential opportunity. How would I include this sort of group (what I would refer to as a segment in every other marketing automation tool) in a Customer Journey?
Hi Chris,
segments are based on contacts, so the query should start or end with a contact entity.
You might try linking leads to existing or newly created contacts in order to process them in MKT
You can read more on that here: docs.microsoft.com/.../market-to-leads
Br
Elena
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