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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Managing Events with b...
Customer experience | Sales, Customer Insights,...
Suggested answer

Managing Events with both Leads and Contacts

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Posted on by OllyMUK 299

Hi

We currently use Customer Engagement and want to look at bringing our event management in to Dynamics. We run events throughout the year to which Leads and Contacts attend. We then need to follow up with them with the various thank you emails and follows as required, both via email, social and phone. 

Though we want the wider event features in Marketing, our current issue in CE is that we can't have a Marketing List containing both Leads and Contacts, meaning that we have to have two lists, which isn't ideal. 

Does Marketing resolve this one key issue? Looking at the docs, all the other management stuff is great, but I can't find a specific mention in the docs about adding both leads and contacts to a list (it may be assumed that you can).

Anyone know?

Olly

  • Suggested answer
    sbtron Profile Picture
    sbtron on at
    RE: Managing Events with both Leads and Contacts

    As BhaveshL suggested you should consider using Segments and setting up a customer journey around your event so you can have an end to end experience with email invites etc.

    While Dynamics 365 Marketing does only work with contacts you have the option of setting a contact as marketing only -

    docs.microsoft.com/.../market-to-leads

    Filtering on the MarketingOnly flag on the contact should help disambiguate the concepts of lead and contact.

    We do realize this is a little confusing and are looking into improving it.

    Let us know if you have more questions

    Thanks

  • OllyMUK Profile Picture
    OllyMUK 299 on at
    RE: Managing Events with both Leads and Contacts

    Thanks.

    Certainly I'm coming to the sense that Leads might need to be ignored and instead we just use accounts and contacts. I'm a bit concerned with the accounts/contacts list filling up with Leads though.

    It does seem that Leads aren't handled anything like as sensibly as other commercial crms.

  • BhaveshL Profile Picture
    BhaveshL 60 on at
    RE: Managing Events with both Leads and Contacts

    Hello,

    Dynamics 365 Marketing is focused on contacts, which in my opinion beats the purpose of leads as a concept (Leads were supposed to be unqualified contacts)

    The leads in D365 Marketing are linked to contacts. I believe this has been done as the licensing of Marketing is based on contacts.

    Do explore segments instead of lists, I believe one can have segments that have leads and contact, but the above should be true (leads of contacts), sounds confusing to a CRM consultant like me with over 20 years in the industry.

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