Customer Relationship Manager - CRM
Overview

CRM's are specific to both industry and campaign type. However, they do share all of the basic features, which are covered in this section.

CRM Main Options

Options

The Options Menu shown highlighted top left, above, is a small set of industry specific functions that can also be opened from the main window. They are provided here as well just for convenience. For more information, see the features by industry sections on the left navigation bar.

Search & Lead Navigation Index

crm-indexSearch.png

Searching with the Navigation Index

Searching and sorting through the leads in your campaign allows you to further target your prospects and increase your campaign's success by controlling exactly which leads should be used for any given campaign. With LeadMiner, you now have the ability to sort and recast campaigns into subcampaigns which refine your marketing power even further. Combined with the Extraction and Deletion features now available in the Index, your campaigns will be more effective than you ever imagined.

There are various ways to find a precise lead or group of leads with common attributes. There are 3 methods to traverse to a specific lead (record) in the CRM. The first is to click the Next button in the CRM window repeatedly until you arrive at the lead of interest.

The second method is to utilize the index box, which contains the mailing name, lead number and other attributes of each record in a single window view. To navigate this way, click on the Index Icon indexBTN button, (shown above), then select the record of interest from the list and check the box labeled "On exit/quit, go to last selected lead." The CRM window will then display the last selected record when the Exit or Quit button is used to close the Index window.

CRM-Search-N.jpg

The third search method is to seek a key value which is contained in a record. To do this, enter a key term into the search box, then click the Search button (binoculars icon). If a record is found that contains the search key term, it will be displayed with the term highlighted in yellow in the CRM, as pictured above. Then, each time the Next button which appears at the top, (highlighted above), is pressed again, the next record containing the key term will be displayed, until no more are found. Please note the Search is case sensitive. Alternatively, you can enter a lead number into the search box preceeded by a # symbol - e.g. #35.

Sorting Records and Producing Reports with the Navigation Index

The Campaign Index window is a powerful tool that allows users to search for specific leads or groups of leads, sort records, delete unwanted leads, and actually make sub campaigns from selected criteria in the Index window, making your campaigns even more micro-targeted to your ideal prospects. Users can even generate web reports to see specified campaign data at a glance!

 

To access the Navigation Index (spread sheet style view) of the CRM, click the Index Icon button indexBTN causing a window similar to the one shown below to be displayed populated with your campaign data.


IndexExample.jpg

The columns of the Campaign Lead Index are sortable and maneuverable by pressing any Column Header. Click and drag a Column Header to order a Column to a different location in the window. Press the column header once for ascending order, twice for descending order, and press a third time to unsort the column. The columns are sizeable by placing the mouse over the top of a column header and dragging the mouse until the selected line is moved to the location for the desired column width.

The Index also has an option to show a report. Use the Report button to bring up a web based listing of all the records (leads) in your current campaign. You may choose exactly which fields you would like to appear in the report. To use this feature, press the Report button. Select the current campaign fields to be reported on from a window such as that pictured below:

crm-select-report-fields

The report you have chosen to display will appear in your browser window similar to the one shown here below.

crm-report-page.png

 

Flagging Index Selections

There may be situations where a user would like to split a campaign into two or more campaigns, delete particular types of leads from a campaign, or simply further divide campaigns with similar or varied attributes. Users may wish to flag particular records so that they will not be printed, although they do not wish to delete the records from the campaign. This can be accomplished with Sorting, Selecting and Flagging in the Index window. Any records that have saved flags will not be printed in the printing stage of the campaign, until or unless the flag is removed using the Navigation Index. Users now have the capability to sort all columns using the methods described above, and then proceed to delete or extract leads as desired, (described in detail below), or save the flagged records so they will not be printed until the flags are removed.

For example, if a user desires to sort the "Estimated Income" column shown highlighted below and then select records containing over a certain value to be placed in a newly extracted (spin-off) campaign or delete them, the user could sort the column in ascending or descending order, select the desired records by dragging the mouse down the desired rows, (or using the standard keyboard Shift-select or Ctrl-select), flag these records using the Flag Selections button, and then simply extract them to another campaign of a unique name using the Extract Leads button, or delete the uncessary records from the current campaign using the Delete Leads button. If the user closes the Index window using the Exit button, the flags on the selected leads are saved and will not be printed until the flags are removed. The Clear Selected Flags button allows users to clear flags from records that they have selected after flagging, while the Clear All Flags button clears all record flags from the Index window. Once a flag is removed from a record, it will be printed normally with the rest of the campaign media.

The first screen shot in the next example highlights the buttons described in the previous paragraph, with details to follow.

Example:

Sort, Flag, Extract and Delete using Navigation Index

1. Open the Campaign Index window, by clicking on the Index Icon button indexBTN and the Index window for your current campaign will open, looking similar to the following:

crm-index-new.png

2. Sort the "Market Value" column highlighted below by clicking the Column Heading twice to sort it in descending order.

crm-index-sort-col.png

3. Select the records you would like to flag for Extraction (or Deletion) using the mouse drag or shift-select method.

(In the example below, the user has selected all records with a Market Value of less than $1,000,000)

crm-index-select-rows.png

4. Flag the selected records using the Flag Selections button highlighted below.

crm-index-flagged.png

(Note that now the previously selected records show a red flag in the Flag column, at this point.)

5. Use the Extract Leads button to create a new spin-off or sub-campaign, or Delete Leads to delete the flagged leads from the original campaign.

Note: If you are merely flagging the records that you do not wish to print at this time, skip to Step 8. Be sure to use the Exit button to SAVE the flags on each of your records. (The Quit button will not save the flags you have placed, and your records will be printed with the rest of the campaign when no longer flagged.)

crm-index-flag-options.png

6. Confirm your Action

Extract Leads presents a dialog box which allows you to rename the new campaign, (or accept the new default name), and automatically delete the selected leads from the original campaign, if desired, by checking the Auto Delete Flagged Leads box.

crm-index-create-sub

Delete Leads presents a dialog box to confirm that you wish to permanently delete the flagged leads from the current campaign, without creating a new campaign.

Note: This cannot be undone, so make certain it is the correct action!

crm-index-flag-delete

 

7. For Help or further Information, press the circled "I" Icon at the bottom of the screen, as highlighted below. This opens the User's Guide to this page for locating specific Index information.

crm-index-quit-info.png

 

8. Use the Exit or Quit button highlighted above to close the Index window when you are finished with the index and are ready to return to the CRM.

Note:

The Exit button saves all flags and returns to the CRM where the user can see that the records are flagged. Use the Exit button if you have distinguished some of the records in your campaign using the flagging method, and wish to save the flags on your records, so that they DO NOT PRINT with the other leads that are not flagged.

Use the Quit button only if you DO NOT wish to save any of the flags on your records before returning to the CRM window. Using the Quit button does not save your flags, but just returns you to the CRM window. If the flags are not saved, the records will be printed normally once the campaign is published.

 

Help

The Help menu at the top right corner of the window, provides two links. The first, About, describes how and when this campaign was made. The second is a link to this document (LeadMiner User Guide)

crm-help-about

Notes and Reminders

CRM-Notes

Notes

Every record in every campaign has a Notes field, whether or not it is populated. This field is visible only if you select the Show Notes checkbox.

Each note entered is designated by a note type and date of entry. The different note types allow LeadMiner to track each lead's actions and are used to gererate a campaign analysis. Automatic note entries are inserted each time the lead is used in a letter print, a postcard print or an email operation.

When there are entries in the Notes field, it is marked with a red asterisk.

Users may enter a new note manually by clicking the Add Notes... button.



To edit, update or delete a note entry, just select the entry from the Notes list and click the View, Edit & Delete button at left.


This simplified note entry window will allow you to edit the text and/or date of an entry, but not alter its type. You can, however, also delete the note entry via this box.

Reminders

To set a reminder message for the currently displayed lead, click the Set Reminder... button, enter your message and select the date and time the message will be displayed.
Note: Reminder messages will always pop up when you are using LeadMiner, but will be delayed if LeadMiner is not running.

Adding, Deleting Fields and Modifying Data

You can add, delete or modify the data on fields of a campaign by clicking on the appropriate button.
It is important to note that these actions apply to the entire campaign, not just to the record that is visible at the time.

crm-add-delete

To facilitate rapid data management you may create or delete field(s), or make mass data changes.

Newly created fields allow quick identical data additions using the Add Field button. The field(s) created will be applied to each lead within the campaign. Data for added fields may be pre-populated with this method, and these constant values are also added to each lead. Using fields in this manner can be an advantageous way to supply data for each record simultaneously. If there are variations to the appropriate data for some leads, the unusual records may be manually edited.

Any added fields will be automatically appended to the Insert Tag or Symbol dropdown list in the Template Editor, allowing you the option of using them when customizing mailer templates, as explained in detail in the Editing Templates chapter. Whatever data that has been specified in the additional field for that lead is the value that will be used as the tag data for the template.

To add a field, click on the Add Field button and enter a unique name for it. If you wish to pre-populate the field with some value, check Apply Data and enter the value. This value will be applied to all the leads (records) in the campaign.

addField

To remove one or more fields, click on the Delete Field button and select the fields you wish to delete. Then click OK.

CRM-Del

To make a mass data change to an existing field, click on the Set Data button. The Set Data button allows data to be changed quickly for all leads in the campaign. Before using this feature, make certain this is the desired action as the change will be applied to each record (lead), not just the record that is visible at the time. In the Mass Data Change window, select the field for which you wish to modify data, enter the replacement text in the Enter New Text field, and press OK.

crm-mass-cahnge

Confirm the Operation by pressing the OK button on the window shown below

crm-mass-conf

Please Note: User cannot make mass changes to computed fields, mailing fields, or library fields.

Add and Delete Records

To add a new record, click on the Add Record button. A new CRM page will appear with all the fields blank. Fill in the blank fields to make this record (lead) meaningful.

To delete a record, go to the record (lead) you want to delete, then click on the Delete Record button and confirm the operation as shown here.

delete-conf

Templates

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Edit Template

Users can personalize and modify an exsisting template, copy from existing templates to new templates, or create a new template from scratch. Templates allow you to completely personalize your letters, emails or postcards, while saving you the time it would take to do this for each of your leads. With only minor adjustments, it is possible to create a new template for a similar campaign. To edit or create a template, click on the Edit Templates button highlighted above, and select the type of template you wish to edit from the next dialog box shown below.

template-select-crm

Select a template and operation from the Template Selection dialog box. Shown below is the Letter Template Selection window.

crm-template

Return Address

Return Address is somewhat different in that it is used to facilitate other templates. Although it is called a "Template", it is really a large text box for your return address information. To create it, select the Return Address template type, and press OK. Enter your business address in the text box that appears. Click OK when done. Only one Return Address is stored at any one time, so it will appear in any template where the special tag "Return Address" is inserted. For example, this may be shown in envelopes and postcards, where you might like your return address to be known.

crm-return-address

For more information on editing or creating Templates, go to the Editing Templates chapter.

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Letters

Once you're satisfied with the campaign data and the letter and envelope templates, you are ready to generate letters. This process joins the campaign data with the templates to create the finished letter. To begin this process, click on the Letters..., button, then select the letter and envelope templates to use.

crm-assign-letter 

Please note that an Envelope Template must be defined before selecting a Letter Template to assign to this campaign, otherwise, you will receive the following error message after attempting to assign your Letter Template to the campaign:

crm-no-env

Otherwise, the Envelope Template selection window below will appear next to allow you to proceed with your campaign.

crm-assign-env

When the creation process is complete, the Envelope and Letter Review box will appear.

crm-letter-envelope-prt

Use the Prev and Next buttons to review the letters and envelopes. At any point you can print the specific letter or envelope being displayed, or print the entire set by using the appropriate button.

With any of these options you can also create a PDF file instead of directly sending the data to your printer, by selecting the Print to PDF file option. This Print to PDF file is nearly always the preferred and recommended method to use. More on this under Printing your campaign media below.

To view the letter without the envelope, use the double arrow button highlighted in the screen above.

crm-letter_review

Note that this display may not show exactly how your letter will be printed. It is only an example, and needs to be checked in the PDF format before printing to a hard copy for mailing.

Postcards

As with letters, once you're satisfied with the campaign data and the postcard template, you can generate postcards. This process joins the campaign data with the template to create the finished postcard set. To begin this process, click on the Postcards..., button, then select the template to use.

crm-postcard-selection

When the creation process is complete, the Postcard Review box will appear.

crm-postcard-review

Use the Prev and Next buttons to review the finished postcards. At any point you can print the displayed postcard's front or back side. Or print the entire set by using the appropriate button.

For postcards, a special option helps you to print directly onto Avery® postcard stock - specifically stock #8386, which is a 6" by 4" postcard.

Printing your campaign media

IMPORTANT!! With any of the print media options you can create a PDF file instead of directly sending the data to your printer, by selecting the Print to PDF file option. You can choose to print only one of your letters or postcards for verification. The image below highlights the options to select for this action.

crm-print-to-pdf

This Print to PDF file option is always the preferred and recommended method to use. It is crucial that you view a finished letter or postcard in the PDF format to check for spelling mistakes, extra pages, or any other errors before printing. You are responsible for your finished campaign print media, and simply validating the template or letters without verifying the finished PDF file does not ensure that your media will print to your satisfaction. It is absolutely necessary to ensure your campaign will print as you expect by viewing your PDF file version before making hard copies!

Emails

As with letters, once you're satisfied with the campaign data and the email template, you can generate emails. This process joins the campaign data with the template to create the finished set of emails. To begin this process, click on the eMails..., button, then select the template to use.

crm-email1

If you have not described your email settings or email headers and footers, you'll be prompted to do so now.

emailer-crm
The first thing to understand about this process is that this facility sends out email through your company's outgoing email server, not ours. If you do not have access to an outgoing email server or you do not know its address, etc, you will not be able to use this feature. Ask your systems administrator for help, if you have one.

If you do know this information, you may enter it before trying to send emails. The following shows an example of a properly setup one. This setting is one of the selections found under the Options menu in the top left corner of the CRM window.

editEmail

When your email settings have been created and the creation process is complete, the Email Review box will appear.

crm-email-review

Use the Prev and Next buttons to review the emails. At any point you can email the specific letter being displayed, or the entire set by using the appropriate button.

If an email failure occurs, you may get the following dialog box. Check your settings as noted below. Your systems administrator may be able to assist you with email failures, should you receive this error message.

email-fail-crm