Campaign Monitor Guide

This is my guide to using Campaign Monitor. It will have YouTube videos and more help docs as I go on.

1 Setup
2 Set Up Contacts
- 2.1 Bounce Management
  - 2.1.1 Create a Flow and a Formula
  - 2.1.2 Create a Formula and Indicator
- 2.2 Create fields as Needed
3 Define your Segments

Setup

Install Campaign Monitor for Salesforce and Initial Tour.

https://www.youtube.com/watch?v=SzNCZsRrvHs

Install Campaign Monitor for Salesforce by following the guides on their website.

Getting Started

Set up the CM Admin App to work better for you.

https://www.youtube.com/watch?v=NpAm1v9TGI8

Set Up Contacts

See Contacts for how to set up Contacts correctly

Bounce Management

Turn on Bounce Management in Salesforce.

Salesforce: Bounce Email

That will display a triangle alert next to the email in the highlights panel if the email has bounced when sending from Salesforce. BUT inexplicably it does NOT show next to the Email Addresss.

As a tip, if an email is bounced, keep it there. Don’t delete it. You want to flag it to people to check the email address when next talking to that person. Then they can delete the email and enter the new one, and the Bounce details will be re-set.

But how does that help us with Campaign Monitor you ask? Well, let’s extend this.

The Bounce Management works off two fields Email Bounced Reason and Email Bounced Date. When you change the email address the Bounce flag is removed.

The Campaign Monitor Bounce is the State field on the Subscriber List Member object. (Weird that it is State - don’t get it confused with the geographic state).

See the Subscribers that have Bounced report. CM4SF has an excellent suite of standard reports.

Create a Flow and a Formula

Expand this section to see ALL the details

Record Triggered Flow

I always do Integrations as After Update so there is no mixing of their code and your code.

Set the flow to be only when the record is updated to meet the condition requirements.

Update the Contact (note in Winter 23 you will be able to use Update Related Records) to set the Contact’s Email Bounced Date as today and the Email Bounce Reason as CMBounce.

Create a Formula and Indicator

Is Email Bounced

IF(NOT(ISBLANK(EmailBouncedDate)),true,false)

Email Alert

IF(ISBLANK(Email),"",
IF( OR(HasOptedOutOfEmail = true, IsEmailBounced__c= true),
IMAGE("https://login.salesforce.com/logos/Custom/Mail_Red/logo.png","Do Not Email",20,20)&
IF(HasOptedOutOfEmail = true,"O",IF(EmailBouncedReason = "CMBounce", "CMB",IF(IsEmailBounced__c= true,"B",""))),
IF(CMUnsub__c= true, IMAGE("https://login.salesforce.com/logos/Custom/Mail_Yellow/logo.png","Unsubscribed from CM",20,20)&"CMUnsub",
IMAGE("https://login.salesforce.com/logos/Custom/Mail_Green/logo.png","OK to Email",20,20))))

The O, CB and B is optional, but I found that my clients wanted to know this level of detail. I wish it were a bit more vertically centered on the logo though. What are your ideas for this?

Add the Email Alert field to your Contact Layout right below the Email field. Now if the Contact has Opted Out of Email, or the email is Bounced from Salesforce or CM you can see it right away. Add this field to your Views when doing List Emails from Salesforce, and add it to your default Campaign Member Related List on Campaigns.

The End Result is this icon next to the Email

Create fields as Needed

See Campaign Monitor Fields On Contacts for formulas on key fields that I like.

Or get creative to define fields like Is Active, Is Customer, Is Type A Customer, etc depending on the needs of your business.

Define your Segments

This is the most important part. Do this before you sync your data with Campaign Monitor.

Decide, as an organisation, what segments you will be using to email to your audiences.

The segments will be

Based off Salesforce data only
Be either set by you internally, or by the contact in the Campaign Monitor Preference Centre
Be used to set up default segments
Be used to determine who you are sending emails to.

Of course you can change them, and you can create ad-hoc segments with Campaigns, but we want to have a base lot of Segments to work with to start with.

I also create a series of fields to do what I call “Matrix Segments”.

Eg these are fields I have used for a client. The most important thing is that these are decided as a business, everyone in your organisation knows what these definitions mean, and you have documented the definitions.

Is Active = The customer currently has an active Contract
Is This Year = The customer had an active Contract at some point in this year. I also do Is This FY for those Tax Time mailings
Is Last Year = The customer had an active Contract at some point in the previous year. I won’t ever use this one except in combination with Is This Year, but it’s helpful for a new product that you want to get out to previous customers.
Is Customer = hopefully obvious to your business.
State = If you want to segment by State. This is where you will also have other fields like SLA so you can do Gold NSW Customers, or Lead Rating for Hot NSW Leads.
Customer Type = Any other value that you segment your customer base on.

Customer Type	Is Active	Is This Year	Is Last Year	Is Customer	State

Customer Type	Is Active	Is This Year	Is Last Year	Is Customer	State
Combine with			Is This Year	NOT	Is Active
Type A	Type A currently active	Type A was active this year	Type A active within past 2 years	Type A Leads	Type A currently Active in NSW
Type B	Type B currently active	Type B was active this year	Type B active within past 2 years	Type B Leads	Type B currently Active in NSW
All				All Customers or All Leads	All QLD Customers and Leads

So now, by setting up all these base fields to Sync to CM you can create any variety of Segments you want, depending on your marketing needs. The most important thing is that this is decided, known, and documented by the business.

Now set up reports for each one of these segments and stick them in your Campaign Monitor Reports folder so anyone in the business can see what the segments are that you use, right from within Salesforce.

More info to come.