Microsoft Dynamics® CRM Training
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In Microsoft Dynamics CRM, you can automatically prevent Accounts, Contacts, and Leads from being sent unwanted e-mails and bulk e-mails. This is determined in the Contact Preferences section of the form, where you can also set preferences for phone calls, faxes, and letters.
Let’s focus primarily on the important distinction between E-mail and Bulk E-mail preferences, and discuss how you can get more accurate return-on-investment (ROI) metrics for e-mail campaigns.
First, where are these settings located? Contact Preferences can be found in the Administration area of the Account, Contact, and Lead records. They appear in both the new and classic form experience. By default, there are five fields. They are all two-option fields that toggle between Allow and Do Not Allow. The E-mail and Bulk E-mail fields function differently than the other three. The Phone, Fax, and Mail fields do not control initiating or receiving communications. They are there strictly for Users to reference.
The E-mail and Bulk E-mail fields do control initiating or receiving communications though.The E-mail field, if set to Do Not Allow, restricts all types of e-mails being sent from Dynamics CRM. This means you could not sent that customer or client an individual e-mail or a bulk e-mail via a Campaign Activity for example.
The Bulk E-mail field, if set to Do Not Allow, restricts the sending of only bulk emails. Bulk E-mails include e-mails sent via the Direct E-mail button in the ribbon and e-mails sent via Quick Campaigns or Campaign Activities. You will still be able to send an individual e-mail to this record.
It is important that your business defines how your organization deals with requests for no e-mails and that your Users understand the differences between the two options.
This brings us to a very important point. Don’t always rely on Dynamics CRM to weed out the Accounts, Contacts, and Leads that don’t want to receive e-mail. Doing it manually leads to more accurate ROI calculations for marketing campaigns.
For example, if you send a bulk e-mail via a Campaign to all open Leads, you won’t get any response from recipients designated Do Not Allow Bulk E-mail because they never received the e-mail in the first place. This can drag down the ROI numbers for the Campaign because these Marketing List members are lumped together with those that did receive the e-mail but did not respond.
To avoid this, only include records where the Bulk E-mail preference equals “Allow” when creating your Marketing Lists.
Using this already built-in functionality of e-mail and bulk e-mail preferences will improve your correspondence with customers and clients.
For more tips, tricks, and tutorial, please refer to the Success Portal and blog.xrm.com.