Use the Campaigns Module to track and manage mass marketing Campaigns. You can create many types of Campaigns as described in Creating a Campaign in SugarCRM.
Creating a Campaign
You can create a campaign using the Campaign Classic option or the Campaign Wizard option. When you use the
Campaign Classic option, you are creating a campaign record but you are not completing related tasks such as specifying the email settings. For more information on creating a campaign using the Classic option, see Creating a Campaign.
When you use the Campaign Wizard, it guides you through the process of creating the campaign as well as completing related tasks. For more information on creating a campaign with the Campaign Wizard, see Using the Campaign Wizard.
The Campaigns module provides an embedded Return on Investment (ROI) form that you can use to gauge the success of an executed campaign. For more information, see Viewing a Campaign’s Return on Investment.
Types of Campaigns
You can create the many types of marketing campaigns such as Email, Newsletter, Mail, Web, Radio, Television, Print, and Telesales.
When you create a campaign such as Mail and Radio, you are creating a record in Sugar for your reference. However, you cannot execute the campaign through Sugar.
When you create an email campaign or a newsletter campaign, you can execute it through Sugar. An email campaign is a one-time email containing information that is of interest to your targets. A newsletter campaign is an email campaign containing a newsletter sent to your targets at periodic intervals. For example, a newsletter can contain information on product updates. You can send out a newsletter on a weekly, monthly, quarterly, or yearly basis. To measure the campaign’s success, you can view statistics such as the number of targets that responded the number of opportunities that were created, and the generated revenue.
After you launch an email or newsletter campaign, you can view its status to determine its success. For example, you can view how many targets viewed the campaign email, how many clicked any links that were included in the email, and how many leads and contacts were created from the campaign. For more information, see Managing Campaigns.
To capture leads from an email or a newsletter campaign, you can create a Web-to-Lead form. For more information, see Creating Web-to-Lead Forms.
For email campaigns, you can embed images to your email templates instead of sending them as attachments to prevent the email from being reported as spam. For more information on attaching images, see Creating Email Templates.
A campaign diagnostic tool is provided to help ensure that all pending administrative tasks, such as setting up a bouncehandling inbox, have been completed. For more information, see Using the Campaign Wizard.
Note: You must be an administrator to use the Email Setup option that displays on the module menu Actions drop-down list.
To create a Campaign
1. Select Create Campaign (Classic) from the Actions drop-down list on the Campaigns menu.
2. Enter information for the following fields:
Name. Enter the campaign name.
Assigned to. Enter the name of the user assigned to the campaign; to choose a user from the Users list, click Select, and click the user name.
Team. Enter the name of the team that is allowed to view the campaign information; To change the primary team assignment, enter the name of the new primary team.
To assign additional teams to the record, click Select, and choose the team from the Team List, or click Add to add more fields and enter in the team names. For more information on teams, see Assigning Records to Users and Teams.
Status. Select the current status of the campaign from the drop-down list.
Start Date. Click the Calendar icon and select the date on which the campaign begins.
End Date. Click the Calendar icon and select the date on which the campaign ends.
Note: The Start Date, End Date, and Status values are for your records only. These values do not impact the execution of an email marketing campaign.
Type. From the drop-down list, select the campaign type such as email or trade show. For more information on email campaigns, see Executing an Email Campaign.
Currency. From the drop-down list, select the currency used to calculate the budget, cost, and revenue.
Impressions. Enter the number of page impressions generated from the campaign. You will need to fill in this field after the campaign has commenced.
Budget. Enter the budget for the campaign.
Actual Cost. Enter the actual cost incurred to conduct the campaign.
Expected Revenue. Enter the estimated revenue from the campaign.
Expected Cost. Enter the estimated cost of the campaign.
Objective. Explain the goal of the campaign.
Description. Enter a brief description of the campaign.
3. Click Save to save the campaign; click Cancel to return to the Campaigns home page without creating the campaign.
Sugar displays the campaign’s Detail View on the screen. This page contains sub-panels for targets, tracker URLs, and email marketing to create and view relevant information.
Executing an Email Campaign
Both the administrator and the user must perform a set of tasks to send an email campaign.
The administrator must complete the following tasks:
• Set up outbound emails to enable you to send out email campaigns, and specify the number of campaign emails in each batch.
• Specify a bounce-handling inbox to route campaign emails that bounce back to you. Bounced emails contain specific identifiers that set them apart from emails that are responses from your targets.
• Set up Scheduler jobs to process nightly mass email campaigns and bounced campaign emails.
The user must complete the following tasks:
1. Create an email campaign as described in To create a campaign. Alternatively, you can use the
Campaign Wizard to create the campaign as described in Using the Campaign Wizard. The
Campaign wizard will guide you through the steps listed below.
2. Specify the targets as described in Creating and importing Targets. You can import targets, create a new target list, or merge with existing target list. You can also select individuals from lead report and contact reports.
3. Create an email template containing the message you want to convey to your targets. For more information, see Creating Email Templates.
4. Set up tracker URLs to track response to your campaign. For more information, see Creating Tracker Redirect URLs.
5. Create an email marketing record that specifies information such as the target list, the email template, the campaign start date, and the bounce-handling inbox. For more information, see Creating Email Marketing Records.
6. Optionally, specify one or more Tracker Redirect URLs to track campaign activities. For more information, see To create a tracker redirect URL.
7. Optionally, run the diagnostic tool to ensure that the email campaign will be successfully executed.
For more information, see To run diagnostics.
8. Send a test email to your test list to ensure the operation is successful. For more information on test lists, see Creating and importing Targets.
9. Clear statistics from the test email.
10. Request the administrator to schedule a job to send out the campaign emails.
11. Queue the email for the campaign launch.
12. Optionally, convert the campaign targets into leads or contacts.
You can associate a Web-to-Lead form with the campaign. For more information, see Creating Web-to-Lead Forms.
After you launch an email campaign, you can view the campaign status for information on the campaign results. For more information, see Viewing Campaign Status.
Note: The start date, start time, and status specified on the email marketing page determine when the email is sent.
Creating Email Marketing Records
When you create an email campaign, you must also create an email marketing record that contains information on when and how the newsletter should be distributed. This includes the campaign target list, the email template, and the inbox to route bounced emails. The specified start date and time must pass before the campaign is queued for delivery. Emails that bounce back are sent to the From address defined in this record.
To create an email marketing record
1. In the campaign’s Detail View, scroll down to the Email Marketing sub-panel and click Create.
2. On the Email Marketing page, enter information for the following fields:
Name. Enter a name for the record.
Status. From the drop-down list, select Active if the record is in use; only active records are queued for the campaign launch. Select Inactive if the record is not in use.
Use Mailbox. From the drop-down list, select a mailbox that is set up for Bounce Handling.
From Name. Enter the name of the organization or person that is sending out the email.
Start Date & Time. Click the Calendar icon and select a date to send out the email. Enter the time in the adjoining field.
Note: To queue the email for campaign launch, select a date and time that have not already passed. Do this after you ensure that the test email was successful.
Email Template. From the drop-down list, select an existing email template; to edit a template or create a new one, click the adjoining Create or Edit link respectively. You will need to edit the template to add the Tracker URLs described below into Text and HTML formats.
Send This Message to. Select one or more target lists from the box below; to send it to all the target lists in the box, select the All Target Lists in the Campaign box.
3. To save the record, click Save; click Cancel to exit the page without saving your changes.
Creating Tracker Redirect URLs
A campaign email can contain not only the campaign message but also images and links. Links can direct targets to other URLs such as an external website or a .php file on your system.
You can create an Opt-out tracker URL to embed a “Unsubscribe” link that enables targets to unsubscribe themselves from your campaign mailing list. When targets click on the Opt-out link, the system logs the action for your records. You can use one or more tracker URLs in your campaign emails to track the response to your campaign.
The system generates a unique key for each URL and recipient and associates it with the email template. When recipients open the email and click on a URL link, the system uses the unique key identifier to track their action.
The Status page displays a Recipient Activity bar chart listing actions, such as Viewed Message and Opted Out. You can drill down the chart to view the list of recipients who performed a specific action. For more information, see Viewing Campaign Status.
Note: Before you create a campaign email, check with your system administrator to ensure that the outbound email process is configured to send emails from your system.
To create a tracker redirect URL
1. On the Campaign’s detail page, scroll down to the Tracker URLs sub-panel, and click Create.
2. On the Campaign Trackers page, enter information for the following fields:
Tracker Name. Enter a tracker name for your reference; use alpha-numeric characters.
Tracker URL. Enter the tracker URL; for example, http://www.sugarcrm.com.
Opt-out Link? Select this box to embed your Unsubscribe instructions in a tracker URL. By default, the
3. To create the campaign tracker, click Save; click Cancel to exit the page without saving your changes.
Sugar generates the tracker URL and displays it as “URL for Campaign Message”.
You can now insert this tracker URL into an email template of your choice. To create an email template containing tracker URLs, access the Email Template Editor from within an Email Marketing record. For more information on email templates, see Creating Email Templates.
Using the Campaign Wizard
You can use the Campaign Wizard to guide you through the process of creating a campaign.
To create a campaign using the Campaign Wizard
1. Select Create Campaign (Wizard)From the Actions drop-down list on the Campaigns menu.
This displays the Campaign wizard.
2. Select the type of campaign you want to create and click Start.
3. Enter information for the following fields:
¢ Name. Enter the campaign name.
¢ Status. From the drop-down list, select the current state of the campaign.
¢ Assigned to. Enter the name of the user who is assigned to the campaign. To select from the
Users list, click Select. By default, it is assigned to you.
¢ Team. Enter the name of the team that is assigned to the campaign. By default, it is assigned to you. To change the primary team assignment, enter the name of the new primary team.
To assign additional teams to the record, click Select, and choose the team from the Team List, or click Add to add team fields and enter the team names. For more information on teams, see Assigning Records to Users and Teams.
¢ Type. If you are creating a non-email campaign, select the campaign type from the drop-down list.
¢ Frequency. This field displays only for newsletter campaigns. From the drop-down list, select the intervals at which the newsletter will be emailed to targets.
¢ Start Date. Enter the campaign start date; click the Calendar icon to select the date.
¢ End Date. Enter the campaign end date; click the Calendar icon to select the date.
¢ Description. Optionally, enter a brief description of the campaign.
4. Click Next to enter the campaign budget information.
5. Enter information for the following fields:
¢ Budget. Enter a numerical value for the campaign budget.
¢ Actual Cost. Enter the actual cost of the campaign.
¢ Impressions. The number of times the campaign advertisement is viewed on the web.
¢ Expected Cost. Enter the expected cost of the campaign.
¢ Expected Revenue. Enter the estimated revenue from the campaign.
¢ Currency. From the drop-down list, select the currency used for the campaign.
6. Click Next to enter the tracker URL information.
7. Enter information for the following fields:
Tracker Name. Enter a tracker name.
Opt-out link? Select this box to create an opt-out tracker that allows targets to unsubscribe from your email campaigns.
If a target chooses to opt out of an email campaign, the system suppresses the target’s information to ensure that they never receive any of your email campaigns or newsletter campaigns. The system also automatically selects the Email
Opt Out option on the target’s detail page.
However, if a target chooses to unsubscribe from a newsletter campaign, the system suppresses the target information only for that specific campaign. You can still include it in target lists for other newsletter campaigns and email campaigns.
Tracker URL. Enter the tracker URL. For more information, see Creating Tracker Redirect URLs.
8. Click Create Tracker.
Sugar displays the new tracker.
To create additional tracker URLs, click Create Tracker again and enter the new tracker information.
9. Click Next.
If you are creating an email campaign or a non-email campaign, Sugar displays the Target Lists on the screen.
For a newsletter campaign, the Subscription Information page displays on the page.
a. To use an existing target list, click Select and use the Search panel to find the list.
b. To create a new target list, enter its name in the Target List Name field and select the type from the adjoining Target List Type field.
Sugar displays the target list name below.
10. For newsletters, you must create the following three subscription lists:
Subscription list: These targets receive the newsletter regularly.
Unsubscription list: These targets are those who have chosen to opt-out of your mailinglist.
Test list: These targets are the recipients of the test email that you send out to ensure it is successful.
a. To create a custom list, select Allow Select and click Select to search for targets and create the list.
b. For a system-generated list, select Auto-Create and the system displays the name of the list in the field above the Select button.
11. To save the campaign information and begin the process of specifying other details such as the email settings, click Save and Continue. If you plan to specify the email settings later, click Finish.
When you click Save and Continue, the Marketing Email page displays on the screen. For more information, see Creating Email Marketing Records.
After clicking Finish, the campaign’s Detail View displays on the screen.
You can edit the information and create an email marketing record from this page.
Running Campaign Diagnostics
Executing an email campaign or a newsletter campaign involves several steps, some of which can be performed only by your administrator. The campaign diagnostic tool enables you to check if all pending administrative tasks have been completed before you attempt to launch the campaign.
To run diagnostics
1. From the Campaigns tab, select Diagnostics.
Sugar displays the Campaign Diagnostics page on the screen.
If the email settings and a bounce-handling inbox have not been configured, warning messages display on this page. Contact your administrator to complete these tasks.
2. To perform the diagnostics again, click Re-Check.
Before you launch an email or newsletter campaign, it is recommended that you test it to check how different email clients display the campaign message.
To test a campaign click Send Test and on the Campaign’s detail page, select the message, and click Send. Ensure that you are sending out the campaign to the Test target list.
Note that in test mode, the system disables your suppression lists. Therefore, the campaign message is sent to targets on your suppression lists. The system also disables checks for duplicate email addresses, thereby allowing users to send a message multiple times.
Managing Campaigns includes tasks such as sorting, editing, and duplicating campaign information.
• To sort the list view, on the Campaigns Home page, click any column title which has the icon beside it; to reverse the sort order, click the column title again.
• To update information for some or all campaigns, on the Campaigns home page, use the Mass
Update panel as described in To edit or delete multiple records.
• To view the campaign’s details, click the campaign name on the list. From the detail page, you can create Tracker URLs and Email Marketing Records for email campaigns. For more information on email campaigns, see Executing an Email Campaign.
• To edit the campaign information, on the detail page, click Edit.
• To duplicate the campaign information, on the detail page, click Duplicate. Duplication is a convenient way of creating a similar campaign. You can change the information in the duplicate record to create a new campaign.
• To perform a mail merge, on the detail page, click Mail Merge. For more information, see Performing a Mail Merge.
• After you launch non-email campaign such as a Telesales or a Mail campaign, you will need to mark the campaign manually as “sent”. To do this, click Mark as Sent on the campaign’s detail page. When you click this button, the Campaigns sub-panel on a targets’ detail page indicates the Activity Type as Message Sent to indicate that the campaign material was sent to that individual.
• To delete a campaign, on the detail page, click the Delete.
• To send an email campaign to the test group before the formal launch, click Send Test.
• To queue email campaigns for the launch, click Send Emails.
• To send out the campaign message to the target audience, click Send, and on the Campaign
Send page, select the message and click Send.
• To view the campaign status, see Viewing Campaign Status
• To track changes to a campaign over time, in the Detail View, click the View Change Log link.
• To export information on one or more campaigns, select them in the Campaigns List View page, click the Export option in the Actions drop-down list, and export them as described in To export data from Sugar.
• To view or manage related records in a sub-panel, see To manage related information in subpanels.
Viewing Campaign Status
After you launch a campaign, you can view its results on the Campaign Status page to determine its success. A campaign’s status displays data such as the number of messages sent and the number of messages that bounced back; how many targets viewed the campaign message, the number of lead and contact records that were created, and so on.
This enables you to evaluate the effectiveness of the campaign for further action. For example, you can add targets that opted out of the campaign to the Unsubscription target list to ensure that they are not recipients of campaign emails in the future.
The sub-panels in the Detail View display the following information:
• A chart depicting the responses from campaign targets. This includes how many targets viewed the message, how many open any links that were included in the campaign email, and how many opted out of the campaign.
• A list of any campaign emails that are still in the queue.
• A list of processed campaign emails.
• A list of targets who viewed the campaign email.
• A list of targets who viewed any links that were included in the campaign email.
• A list of leads resulting from the campaign. Leads are created when targets identify the campaign
• A list of contact records that were created as a result of the campaign. These contacts are created when leads identify the campaign and, as a result, are converted into contacts.
• A list of campaign emails that bounced back because of invalid email addresses. This information is tracked only if your administrator has scheduled a job to track bounced emails.
• A list of campaign emails that bounced back for other reasons.
• A list of targets that opted out of the campaign.
• A list of email addresses that were added to the Suppression list. These include those that you added to the list, those that were marked as “Opt Out”, and email addresses that were invalid.
• A list of opportunities that were generated from the campaign.
To view a campaign’s statistics, click View Status on the Campaign detail page.
The system displays the campaign’s status information such as the targets’ response, number of leads created, and so on.
Viewing a Campaign’s Return on Investment for any campaign that you execute, Sugar provides an embedded ROI report based on the “Closed/Won” opportunities generated from the campaign. You can view this report from the campaign’s detail page.
To view a campaign ROI report
1. Navigate to the campaign’s Detail View.
2. Click the View ROI option that is located next to the View Status option.
Sugar displays the ROI chart on the screen. This chart displays the actual revenue versus the expected revenue generated from the campaign, as well as the actual cost of running the campaign versus the budget allocated for the campaign.
Creating Web-to-Lead Forms
You can create a Web-to-Lead form to capture leads from web-based campaigns or other web-based sources such as your website. When campaign targets submit the form, it is saved as lead information in the Sugar database. You can use this lead information to generate more opportunities for your organization.
When you generate a Web-to-Lead form, it is saved to the cache/generated_forms folder, from where you can copy it to other locations. You can view and edit generated forms in the TinyMCE editor. Only administrators can add additional fields to the form.
To create a lead form
1. Select Create Lead Form from the Actions on the Campaigns menu.
This displays the Lead Form Wizard page.
2. Click and drag the desired fields from the Available Fields list to the Leads Form (First Column) or
the Leads Form (Second Column) list.
To move all the fields, click Add All Fields.
3. Click Next.
4. Enter information for the following fields:
Form Header. The default header displays. You can delete it and enter the desired header information.
Form Description. Enter a brief description of the form. Submit Button Label. The default label displays on the page. You can delete it and enter the desired label.
Post URL. The default location where the lead information will be stored displays on the page. To edit this information, select the Edit post URL? box and then enter the new location. Redirect URL. Enter the URL to the page that you would like your leads to view after submitting their information. If you do not specify a URL, Sugar will display a “Thank you for your Submission” message.
Related Campaign. Enter the name of the campaign that is related to this lead form. To select from the Campaigns list, click Select.
Assigned to. Enter the name of the individual you want to assign to the record or click Select to choose from the User List. By default, this record is assigned to you. Team. Enter the name of the team that is allowed access to the leads generated from this form. To change the primary team assignment, enter the name of the new primary team.
To assign additional teams to the record, click Select, and choose the team from the Team List, or click Add to add team fields and enter the team names. For more information on teams, see Assigning Records to Users and Teams. Form footer. Enter the form footer, if needed.
5. Click Generate Form.
This displays the form in the TinyMCE editor. Modify the form if needed and click Save Web To Lead Form.
6. To save the form, you can do one of the following:
Copy and paste the HTML from the box to a text file on your local machine.
For On-Premise Sugar systems, the system saves it in the cache/generated_forms folder on the Sugar server. You can copy it from the cache to a different location.
To save the generated form as a .htm file on your local machine, you can right-click Web
to Lead Form, open the page in a new tab, select Save Page As from the browser’s File
menu and navigate to the location where you want to save it.
7. To view the form, click the Web To Lead Form link at the top of the page.
Performing a Mail Merge
You can create a form letter template for campaigns using the Sugar Plug-in for Microsoft Word and merge it with your target list to create personalized letters for each target. Typically, you perform a mail merge for non-email campaigns.
Note: You must purchase a license for Sugar Plug-in for Microsoft Word.
The process of performing a mail merge is as follows:
1. Ensure that your Administrator has enabled the Mail Merge option for your organization.
2. Ensure that you have enabled the Mail Merge option on your User Preferences page.
3. Define a template in Sugar Plug-in for Microsoft Word and upload it to Sugar.
4. In the Campaigns module, create a non-email campaign.
5. Create your target list and populate it with names and addresses from your list of contacts, leads,and targets. To notify your manager or other users, you can also add those individuals from the Users list.
6. Perform a mail merge to merge the target addresses with the campaign letter to createpersonalized letters.
To perform a mail merge
1. Click Mail Merge in the Campaign’s Detail View page.
This displays the Step 1: Selected Module and Template page. The Campaigns module is auto-selected in the Selected Module drop-down list.
2. Select the mail merge template from the Select Template drop-down list and click Next.
Step 2 of the Mail Merge process displays on the page. The targets specified in your targets list display in the Available list.
3. Select the targets in the Available list and using the right arrow, move them to the Selected list.
4. Click Next.
The final step of the Mail Merge process displays your selections for review. If you need to go back to the previous step to modify the target list, click Back.
5. Click Begin Merge.
6. Ensure that Open with Word is selected and click OK.
The merged document displays on the page.
The system creates a log entry for each target for your records. You can view these entries when you click the View Status option on the campaign’s detail page. If you perform mail merge operations repeatedly for these campaign targets, the system updates these log entries.