Siebel Marketing User Guide > Planning and Designing Marketing Campaigns >

About Using Response Management

Siebel Marketing and Siebel Campaigns use Response Management. Whenever prospects or contacts respond to an offer through any channel (by inbound email, the Web, a call center, or sales representative), their responses may be captured in detail using the Responses screen. Using Response views, you can determine which contacts to pursue as opportunities.

Campaign media can be different from response media. Recipients of an Internet campaign can respond through a call center, and recipients of a direct mail offer may respond by going to a Web offer URL. A Web site can capture response details, while phone calls or direct mail responses must be recorded manually.

NOTE:  In Siebel Marketing, inbound email replies are not automatically captured as responses. You must configure your email response product to support inbound email processing. For Siebel Email Response set-up instructions, see Siebel Email Response Administration Guide.

There are several response types and each response type has several parameters that store details about a given response. You can modify an automatically captured response if you have permission. Responses are tracked for an offer and for a campaign.

To use Response Management, you may perform some or all the following optional tasks:

• Adding Response Information to Prospect or Contact Records
• Using Automatic Source Code and Treatment Code Lookups
• Adding Products to Responses
• Adding Orders to Responses
• Adding Opportunities to Responses
• Adding Attachments to Responses
• Response Type Definitions
• Promoting Responses to Opportunities
• Creating Automatic Responses from Opportunities and Orders