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ReportHello all
Are replies to marketing emails tracked in CRM by any chance? i.e. Can the reply be seen by somebody looking at the contact record?
Thanks
Tim
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Hello all
Are replies to marketing emails tracked in CRM by any chance? i.e. Can the reply be seen by somebody looking at the contact record?
Thanks
Tim
I'm not sure how that is any different from sending directly from AAAA@zzz.com?
Thanks for the feedback and conversation though - I do appreciate it.
In this case, I would:
- send the marketing email from something like donotreply@zzzz.com
- have Send us feedback button as part of the email, which replies to AAAA@zzzz.com
- configure AAAA@zzz.com mailbox to track only the incoming emails
How does that sound?
Thanks,
-DD
Hi DD
I agree that in most situations that it's probably not ideal, but for us it makes sense:
- We send out a weekly thought leadership piece to a group of clients that we maintain a close relationship with.
- They may reply with comments about the piece or a specific request to their relationship manager.
- This needs to be tracked against the client's CRM profile to maintain the history of the conversation.
- The marketing email itself is not necessarily tracked, only the reply.
Thanks
Tim
Hi Tim,
It is not something we have had to do previously, so I can just share my opinion/speculation on what I think should work.
I would love it for you to try out and let me know how you get on.
From a technical point of view -
In the Marketing App, when we send a marketing email, we can specify the From email address. If you set this to be the email address of a mailbox you have previously set up, when the customer replies to your marketing email, it should get tracked.
From best practise point of view -
I don't really like it. I would not recommend it!
The problem is (even if it worked) that you start mixing up normal emails and marketing emails.
Just out of interest, what is the scenario and what is your marketing email about? Usually you would send a customer to a marketing page, events, newsletter, etc, rather than ask them questions and expect them to reply.
Better practise would be in your marketing email to give them an alternative email address to reply to if they wanted to get in touch and give them a code to quote if you needed to track/link that back to your campaign / customer journey.
Thanks,
-DD
Hi DD
We are using both Marketing and Sales, not customer service.
Can marketing email replies be tracked similar to replies to sales emails? If you say not available OOTB does that mean something custom needs to be built or is it just configuration?
Thanks
Tim
Hi @Tim_H,
Are you using purely the marketing App? Or Sales and/or Customer Service as well?
D365 Marketing doesn't track replies to marketing emails OOTB. However, you do get detailed analytics on the engagement with the email itself like
Thanks,
-DD
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