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Process documentationPreparing for Campaign Execution

 

You can use this process to review the steps you need to take before executing a campaign.

Prerequisites

You have:

  • Defined a communication medium in Customizing for Customer Relationship Management by choosing Start of the navigation path Marketing Next navigation step Marketing Planning and Campaign Management Next navigation step Campaign Execution Next navigation step Define Communication Medium End of the navigation path

  • Defined Marketing Permissions in Customizing for Customer Relationship Management, by choosing: Start of the navigation path Master Data Next navigation step Business Partner Next navigation step Define Settings for Marketing Permissions End of the navigation path

  • Created a form for sending e-mails, faxes and Short Message Service (SMS) messages under Start of the navigation path Marketing Next navigation step Mail Forms End of the navigation path

  • Entered the addresses and numbers of the accounts for the different communication types (e-mail, telephone, fax or SMS) under Start of the navigation path Master Data Next navigation step Accounts End of the navigation path

  • Assigned a target group to the campaign or the campaign element, or created a target group from the assigned profile or the profile group under Start of the navigation path Marketing Next navigation step Segments End of the navigation path

  • Released the campaign by setting the Status indicator to Released

  • Optional: If you want to generate activities, you have assigned a business transaction type to the communication channel in Customizing for Customer Relationship Management by choosing Start of the navigation path Marketing Next navigation step Marketing Planning and Campaign Management Next navigation step Campaign Execution Next navigation step Define Communication Medium End of the navigation path

To use this function, you must activate the business function Marketing Permission (CRM_MKT_PERMISSION).

Process

  1. You decide how to make contact with your target group.

    If the Apply Marketing Permissions checkbox in the Channel part of the Campaign Details section on the Campaign Overview page has been selected, the communication channel or channels you can use for the campaign are restricted to those for which permission has been granted.

  2. For the communication methods e-mail, fax and SMS, select mail forms that enable you to send individual texts using the customer profile.

  3. You can click the Test Send pushbutton in Start of the navigation path Marketing Next navigation step Mail Forms End of the navigation path to test the transmission process before actually sending out the communication.

    Optional: If you want to carry out a telephone campaign, you can give the Interaction Center (IC) a script.

  4. When you transfer the target group to the IC, a calling list is created. This is distributed to and worked through by the individual IC agents.

  5. When contacting the business partners in the target group, you can also use their preferred communication method. This preferred communication method is entered in the business partner master data. This means, for example, that if your target group contains business partners that have selected correspondence language English and others that have selected German, they will be contacted accordingly in the relevant language so long as this information has been maintained in their master data.

  6. Another option is to transfer the target groups using the open channel to an external system, for further processing. For example, to a legacy call center (such as, telemarketing) or an external mailing service.

More Information

Executing Marketing Campaigns

Mail Forms

Test Send

Assigning Scripts to Call Lists

Interactive Scripting