Jordo's Playbook: How to handle email address changes in CRM - Arena

Great post for managing email address changes between Eloqua and CRM from Jordan whom many of you have spoken to on our calls.Can't wait for the next item in the playbook.


Eloqua Engage: How to overcome unsubscribe/bounceback contact?

Hi, we are pilot testing the Engage with our sales right now and I am having questions from sales where:they want to send an email to a contact via the CRM system through Engage, but unfortunately the contact is unsubscribed / bounceback in Eloqua. What would be the best way to go around it? This creates issue for them when they want to touch base with the contact through Engage, but when this happens, Engage does not allow them to send the email through to them. They end up having to send an email to them via Outlook instead to overcome it.  Would like to hear from anyone who has successfully implemented Engage to the sales team and managed to overcome such issues with the sales? It just doesn't make them feel efficient when encountering these issues at the point when the email is ready to go out. Thank you. 
You would need to update the contacts email status in Eloqua and re-subscribe them. However, surely those contacts are marked as unsubscribed for a reason? I would be hesitant at just flicking a switch to re-subscribe a contact without consent. If a contact is marked as a hard bounceback, there isn't a lot you can do as this email address is permanently undeliverable.
Thanks Jon. But looking it from the Sales perspective, the tool is not exactly helping them given that they are sending a Sales email and previously they wouldn't have to be concerned about whether the contact has unsubscribed or bounceback if they sent the email from Outlook. I wouldn't go with that option to flick the switch since that would cause them to get the other marketing emails which they have obviously chosen to unsubscribe to. Would like to hear how others are handling such objections from Sales.
It sounds like you need tiered unsubscriptions ie. different levels of unsubscscribe rather than a one size fits all. For example, we've implemented the following: Unsub product XUnsub Topic YDO NOT MARKETUnsub All This allows us to be a bit more precise with customer management - and allows leads to be removed from marketing campaigns, while still being contacted by sales via Engage. It should be noted that we didn't use the standard Eloqua Subscription Management to do this (but it should be up to the task?) because we are integrating multiple business units at the same time and needed more flexibility. Re: bounces ... as Jon said - if the email is a hard bounce it doesn't matter what sales think ... the email doesn't work!

Measuring replies to email messages that are part of a nurture campaign?

We have automated prospecting emails that are sent on behalf of a sales rep. These emails are sent after a prospect signs up for a trial subscription & the only call to action on those emails is to reply directly to the rep. We have found that these emails are highly significant (in terms of closed deals), but its a challenge to track them. Is there any way to see which of those recipients replied back?  ThanksRavi
Hi Ravi Unfortuantely, no way of tracking emails that are not sent from Eloqua, sorry! -Zainab
Hey Zainab, What about if the emails are sent through eloqua? We are doing a campaign that uses a signature rule to make the email look like its coming directly from a sales rep. The reps have been getting replies, but i am not sure how to track them in Eloqua. If we continue to use this method, I dont want to keep having to ask each rep. Thanks! Felicia

Unsubscribe link on sales emails

Hi, Does anyone know what the can spam rule is on sale emails? Our sales reps are using Eloqua templates to send emails and they asked me to remove the links at the bottom so it doesn't look like a Marketing email. Does anyone know the rules about this? If the reps are sending out their own emails out of Outlook, they don't use a link so I was wondering if that would be similar. Thanks! Rebecca
Our sales email template do not include the unsubscribe link because they are sending via outlook to thier contacts. They have to respect the rule of sending to less than 50 contacts in BCC only and use ELMO to facilitate reporting.On the other hand we can send regular marketing emails to sales contacts on their behalf if the list has more than 50 contacts. The email will include campaign unsbscribe link.Good Luck
A lot depends on who your sales reps are emailing. They should be emailing people hey have met and have an existing relationship with in my opinion. I know a lot of sales reps will play the guessing game to come up with email addresses or download a bunch of names from an existing company database such as a sales force automation system. From the customer perspective, this is spam and they will be looking for an unsubscribe link! I recommend making sure your sales reps understand what email harvesting means and why it is wrong / against the law. I would also strongly suggest that a sales rep use BCC sparingly and only when absolutely necessary. Using BCC takes away some of the personalization that makes the email a personal communication. Remember, a promotional email does not necessarily have to be sent in bulk to be considered a promotional email!

Send all campaign members to SFDC

Hi folks How can I get all of my campaign members sent to SFDC? We are just getting started with Eloqua and my sales team historically followed up every DM piece with a phone call. Now that we're doing email campaigns they would like to do the same (I'm sure this will get old in a few weeks when they have thousands of potential followup calls!). So I need to get all campaign recipients sent to SFDC and categorised in some way. Could I attach recipients to the Campaign with status as Sent? I need to be mindful of CLR of course. Or could I create a List view in SFDC using some other parameter that identifies them as a campaign recipient? (Maybe add a campaign step 'Add to Program - Send to SFDC' on the canvas immediately after the Add Segment step). How have other Elq users sent all Campaign recipients to SFDC and identified them accordingly? I suspect this will be a band-aid fix on the first few campaigns until I generate enough responses that my sales team will only have time to follow Responders up, not Recipients! Any assistance greatly appreciated CheersRyan
Ryan, What I've done in the past, is create a campaign in SFDC and capture the campaign ID. In the Eloqua campaign I've added a contact update to update the last SFDC campaign ID, then did the Add to program - send to SFDC. What this did was update that specific campaign in SFDC with leads/contacts of those that received the email send. From there, in SFDC, you can do lead and contact call down lists based on the SFDC campaign. You can even get more clever by adding into the eloqua campaign a wait stage over a period of time, and only add to SFDC those contacts that actually read the email. I found this was useful, as if the sales staff are calling those that haven't read the email, it's akin to cold calling regarding the email subject matter. The additional benefit of the SFDC campaign is the ability to review your sales metrics (won/lost opportunities) and track which email campaigns were more effective. Hope that is helpful. Peter
Hi Ryan, I wrote an article about how to sync campaign members to custom objects that may be useful here. Syncing Campaign Members to a Custom Object in Eloqua Cheers,Ryan
Ryan, I would tend to agree with Peter that sending everyone to SFDC just because they were sent an email may not be the best practice. If you have a Gold or Platinum Branding & Deliverability package, are you actively checking on your stats to see how many of your emails are actually making to in boxes? Imagine the cold call in which the "recipient" answers the sales rep's question with "What email?" You will probably get emails and phone calls asking why you didn't send so-and-so an email when, in fact, the email is sitting in his junk mail folder because of corporate filters. If you do decide to send them all to SFDC anyway, it is a simple matter of adding an "Add to Program" step in your Campaign - probably after a wait step to give the recipient time to receive, open and read the email before the sales call. You will also want to add a wit loop in the decision step in your SFDC Update program at the Campaign Association step(usually 2 hours is sufficient) to make sure the association has had time to run in Eloqua before sending to SFDC. Hope this helps!Steve

How do you handle updated email addresses and email opt outs?

If a contact is opted out from receiving email and a sales rep puts a new email address for that person into your CRM, do you keep them unsubscribed in Eloqua? Or do they become eligible to receive emails again with their new email address? Is there a best practice? I'd like to hear how others are handling this in their organizations.  Thanks in advance for your input!
They would still be opted out unless the person specifically requested to be opted-in.  The control of who opts in always rests with the contact.  If you send a contact email who has opted out you may be marked as spam or black listed by the isp or worse (especially in Canada).
Thanks for your feedback seamusx.james! I suspected that was the case, but I couldn't find anything to support that line of reasoning. 
I agree with seamusx.james. As an organization you should decide what steps among users will help catch these duplications. I have seen this happen with duplicate contacts, so if a sales person didn't find the initial contact in the CRM and see their unsubscribe, the contact would still need to be unsubscribed from future marketing attempts before uploading an email list in Eloqua.