Contact Tracking
Contact history is essential in any customer-centered enterprise. A contact history shows:
All of the contacts that have taken place between a company and business partner, both inbound and outbound
The channel that was used for a specific contact
Contacts, particularly inbound contacts, are used in campaign automation to evaluate, for example, the success of a campaign or to determine how to proceed within the process.
You can then answer questions such as:
How many business partners have been contacted and have responded to a certain campaign?
Which execution channel was most effective?
Features
Contact tracking takes place in the background in campaign automation
if you select the Show Counter
indicator on
the Personalization
page. The total number
of inbound and outbound contacts originating from a specific campaign step
can be displayed in the campaign automation modeling area beneath the corresponding
campaign element node.
Contact tracking is triggered twice:
During campaign execution when outbound contact is made with a business partner for example, an e-mail, fax or letter is sent out to a customer. If an attempted contact fails to be carried out successfully, for example, because of an incorrect e-mail address, this is also tracked.
All outbound contacts are tracked using the tables CRMD_IM_ML_HEAD and CRMD_IM_ML_ITEM.
When there are inbound responses for a specific campaign step.
Inbound contact information is stored in the table CRMD_MKTCA_CT_IN. There is also the table CRMD_MKTCA_CT_IN for tracking all inbound business partners.
NoteFor survey inbounds, there is an additional table CRMD_MKTRU_SVY. This table links the surveys to the business partners that completed them.
End of the note.