Contents

• Title and Copyright Information
• Preface

1 What's New in This Release

• What’s New in Siebel Marketing User Guide, Siebel CRM 20.1 Update
• What’s New in Siebel Marketing User Guide, Siebel CRM 19.1 Update

2 Marketing Process Flow

• Marketing Process Flow
• About Campaigns
  • Terminology
• Roadmap for Executing Stand-Alone Campaigns from Start to Finish
• Roadmap for Executing Marketing Programs from Start to Finish

3 Planning and Budgeting for Marketing

• Planning and Budgeting for Marketing
• About Planning and Budgeting for Marketing
• About Marketing Initiatives
• Process of Creating Marketing Plans and Budget Requests
  • Creating Marketing Plans
  • Creating Initiatives and Linking Initiatives to Plans
    • Defining a Marketing Initiative
    • Associating a Marketing Plan with an Initiative
    • Associating a Marketing Fund with an Initiative
    • Associating a Marketing Tactic with an Initiative
    • Associating Documents and Notes with an Initiative
  • Setting Goals for Marketing Plans
  • Creating and Associating Tactics with Marketing Plans
    • Creating a New Plan Tactic and Associating it with a Marketing Plan
    • Associating an Existing Plan Tactic with a Marketing Plan
  • Developing and Managing Marketing Funds
    • Creating Marketing Funds
  • Creating and Submitting Budget Requests
    • Creating Budget Requests
    • Associating Programs, Campaigns or Event plans with a Budget Request
    • Submitting a Budget Request
    • Approving or Declining a Budget Request
    • Associating a Budget Request with a Marketing Plan
    • Associating Budget Requests and Tactics with the Marketing Fund
    • Managing the Marketing Fund
    • Transferring Funds into or out of a Marketing Fund
    • Making Adjustments to a Marketing Fund
    • Viewing Marketing Fund Analyses
• About Developing and Tracking Budgets for Marketing Plans
  • Developing and Tracking Budgets for Marketing Plans
  • Associating Purchase Orders with Marketing Tactics and Budget Requests
    • Associating Purchase Orders with Marketing Tactics
    • Associating Purchase Orders with Budget Requests
  • Creating Line Items for a Purchase Order
  • Managing Marketing Assets and Collateral
    • Creating a Marketing Asset
    • Tracking an Inventory of Marketing Assets
    • Creating Fulfillment Requests
    • Tracking Bids for a Fulfillment Request
  • Attaching Documents to Marketing Plans
  • Adding Expenses for Events, Campaigns, and Programs
  • Associating Invoices and Invoice Items with Expenses
• Using Loyalty Programs
  • Associating a Loyalty Program with a Marketing Plan
  • Associating a Loyalty Promotion with a Campaign

4 Designing Marketing Programs

• Designing Marketing Programs
• About Designing Marketing Programs
• Process of Designing Marketing Programs
• About Multistage Programs
• About the Program Execution Workflow
• Creating Programs
  • Creating a Program
  • Adding Detailed Information to Programs
• About Using the Program Flow View
  • Connecting Objects
• Setting Up a Program Flow
  • Required Tasks
  • Adding Stages to Programs
  • Specifying Repeating Stages Within Programs
  • Adding Lag Time Between Stages Within Programs
  • Adding Campaigns to Stages
    • Adding Predefined Campaigns with Associated Offers to a Stage
    • Creating a New Campaign for a Program
  • About Using Triggers with Campaign Stages
    • Trigger-Based Execution of Marketing Programs
  • Adding Triggers to a Campaign Stage
  • Associating Segments with Campaigns
  • Adding Imported or Internal Lists to Campaigns
  • Adding Trees to Campaigns
  • Adding Responses to Programs
    • About Inferred Responses
  • Applying Funneling with Constrained Connectors
  • Applying Lead Creation to a Program
  • Setting Up Waves for Campaign Loads
  • Creating and Applying Program Templates
    • Saving a Program as a Program Template
    • Applying a Program Template to a Program
  • Executing Programs

5 Creating and Using Offers and Treatments

• Creating and Using Offers and Treatments
• About Creating and Using Offers and Treatments
• Process of Creating and Modifying Offers
  • Creating and Modifying Offers
  • Adding Treatments to Offers
  • Associating Products with Treatments
• About Creating and Editing Treatment Templates
• Process of Creating and Editing Treatment Templates
  • Creating Treatment Templates and Adding to the Template List
    • Creating an HTML or Text Treatment Template
    • Modifying An Existing Treatment Template
  • About Using Hyperlinks (HREF) in Treatment Templates
• About Email Treatments
• Process of Working with Email Treatments
  • Creating Email Treatments
    • Creating an Email Treatment
    • Creating Email Confirmation Treatments
    • Creating Email Welcome Treatments
    • Including Forward to a Friend in Your Email Treatments
    • Creating a Text Email from an HTML Template
  • Associating Templates with Email Treatments
  • Editing Treatments
    • Editing Email Treatments
    • Using the Siebel Marketing CKEditor HTML Editor
    • Adding Graphics to HTML Email Treatments
    • Editing a Template Using a Third-party Default HTML Editor
  • Adding Attachments to Email Treatments
  • Adding Response Forms to Email Treatments
  • Adding Social Sharing URLs to Email Treatments
  • Adding Dynamic URLs to Email Treatments
  • Creating Activities for Contacts and Prospects for Email Treatments
  • Using the Task UI Application to Create and Update an Email Treatment
• About Using Personalization Categories When Editing Treatments
  • Personalization Categories
  • About Using Personalization Items
  • Associating Web Offers, Web Surveys, Events, and Trackable URL Personalization Items with Treatments
  • About the Merge Fields Personalization Category
  • Using Merge Fields in Email Treatments
  • Selecting a Personalization Format for an Email Treatment
• About Creating Conditional Content in Treatments
  • About the If-Then Personalization Element
  • Inserting If-Then Statements in an Email Treatment
  • About the Named Blocks Personalization Element
  • Inserting Named Blocks in an Email Treatment
  • About Applying Localization Rules to Treatments
• Previewing Treatments
• About Fax Treatments
• Process of Working with Fax Treatments
  • Associating Templates with Fax Treatments
  • Delivery Profiles for Fax Treatments
  • Creating Delivery Profiles and Associating with Fax Treatments
    • Creating a Delivery Profile
    • Associating a Delivery Profile with a Fax Treatment
• Web Treatments
  • Associating Templates with Web Treatments
  • Adding Attachments to the Web Treatments Downloads List
• Creating Other Treatment Types
  • Creating Contact Call Treatments and Associating a Response Template
    • Creating a Contact Call Treatment
    • Associating a Response Template to a Contact Call Treatment
  • Direct Mail Treatments
  • Media Treatments
  • Phone Treatments and Direct Sales Treatments
• Associating Literature with Treatments
• Implementing Test and Control Groups for Treatments

6 Planning and Designing Marketing Campaigns

• Planning and Designing Marketing Campaigns
• About Siebel Campaigns
• About Creating and Using Activity Plans
• Process of Planning and Designing Marketing Campaigns
  • Creating Activity Templates
    • Creating an Activity Plan Template
    • Creating Activities for a Template
  • Associating Activity Plans with Programs and Campaigns
  • Viewing Timelines
  • Associating Documents with Programs and Campaigns
• Roadmap for Setting Up Campaigns
  • Creating Campaigns
    • Campaign Elements That Can Be Associated with Campaigns
  • Associating Offers and Segments with Campaigns
    • Associating Offers with a Campaign
    • Associating A Segment with a Campaign
    • Loading a Campaign with Associated Segments
  • Allocating Segments, Segment Trees, and Lists to Offer Treatments
  • Associating Related Events with Campaigns
  • Using SmartScripts with Campaigns
  • Creating and Applying Campaign Templates
    • Saving a Campaign as a Campaign Template
    • Making Changes to a Template
    • Applying a Campaign Template to a Campaign
• Process of Setting Up Teams and Groups
  • Assigning Teams to Campaigns
  • Setting Up Campaign Groups
  • Associating Groups with Campaigns
• Process of Setting Up Campaign Execution Options
  • Setting Up Execution Options for Campaigns
  • Using Siebel Assignment Manager with Campaign Contacts
    • Running Siebel Assignment Manager
    • Automatically Assigning Owners to Campaign Contacts
• Process of Setting Up Campaign Quotas
  • Creating Campaign Quota Plans
  • Defining Quotas for the Plan
    • Adding Quota Objectives to the Quote Plan
    • Editing Quota Objective Values
  • Assigning Awards to the Campaign Quota Objective
    • Assigning Awards to Quota Objectives
    • Creating New Awards
  • Assigning Campaign Quota Plan Participants
• Process of Setting Up Campaign Assignment Skills
  • Associating Assignment Skills with Campaigns
  • Defining Campaign Skill Items
  • Deleting Assignment Skills and Campaign Skill Items
    • Deleting an Assignment Skill and its Campaign Skill Items
    • Deleting a Campaign Skill Item
• Using Siebel Marketing with Siebel Events Management
  • Promoting an Event Using a Campaign
  • Promoting an Event Using a Program
• Testing Campaigns
  • Scenario for Testing Campaigns
  • Testing Campaigns That Have Email and Fax Treatments
  • Using Seed Lists for Testing Email Treatments
• About Using Response Management
  • About Response Definitions
  • Adding Response Information to Prospect or Contact Records
  • Using Automatic Source Code and Treatment Code Lookups
    • Source Code Lookups
    • Treatment Code Lookups
  • Adding Products to Responses
  • Adding Orders to Responses
  • Adding Opportunities to Responses
  • Adding Attachments to Responses
  • Response Types
  • Promoting Responses to Opportunities
  • Creating Automatic Responses from Opportunities and Orders
  • Associating an Opportunity with a Campaign
  • Associating an Order with a Campaign
• Reviewing and Adding Campaign Elements in Campaign Explorer
  • Adding Items to Campaign Folders
  • Reviewing Campaign Elements
• Process of Loading Customers in Campaigns
  • Associating Lists of Prospects or Contacts with Campaigns
  • Troubleshooting the Contact and Prospect List
  • Adding Contacts and Prospects to Campaigns Individually
  • Viewing Campaign Contacts and Prospects
  • Loading Campaigns
  • About Reviewing Contacts and Prospects in Active Campaigns
• Using Waves with Campaigns
• About Previewing and Generating Lists
  • Previewing Lists
  • Manually Generating Campaign Lists
• Integrating Contact Planning Rules in Marketing Campaigns

7 Launching Programs and Campaigns

• Launching Programs and Campaigns
• About Launching Programs and Campaigns
• Process of Launching Campaigns
  • Launching Campaigns Manually
  • Launching Email and Fax Campaigns
  • About the Marketing Campaign Launch Workflow Process
  • Checking Campaign Launch Status
  • Suspending and Relaunching Email Campaigns
    • Suspending a Campaign Wave
    • Relaunching a Campaign Wave
• Process of Using the Schedule Calendar View
  • Schedule Calendar View
  • Scheduling a Stage Execution and Editing a Schedule
    • Scheduling the Execution of a Stage
    • Editing a Stage
  • Scheduling the Execution of Campaigns
• Displaying Campaign Charts in Siebel Campaigns
  • Displaying Campaign Achievement Charts
    • Preparing to Generate Campaign Achievement Charts
    • Displaying Campaign Achievements in Siebel Campaigns
  • Displaying Call Status Analysis Charts
  • Displaying Call Status Analysis by Employee Charts
  • Displaying Lead Quality Analysis by Campaign Charts or Response Charts
    • Preparing to Generate the Lead Quality Analysis by Campaign Chart
    • Preparing to Generate the Lead Quality by Response Chart
  • Displaying Opportunity Revenue Analyses
    • Opportunity Revenue Analysis Chart
    • Displaying Opportunity Revenue Analysis by Employee Charts
  • Displaying Order Revenue Analysis Charts
  • Displaying Campaign Trend Analyses
    • Displaying a Campaign Trend Analysis Chart
    • Displaying a Trend Analysis by Employee Chart
• Process of Displaying Response Charts in Siebel Campaigns
  • Accessing the Response Charts
  • Displaying the Campaign Analysis (Response) Charts
  • Displaying the Opportunity Analysis (Response) Charts
  • Displaying the Offer Analysis (Response) Charts
  • Displaying the Offer Type Analyses (Response) Charts
    • Displaying Offer Type Analysis (Response) Charts
    • Displaying Offer Type Analysis (Response) by Campaign Charts
  • Displaying the Revenue Analysis (Response) Charts
  • Displaying the Average Opportunity Revenue Analysis (Response) Charts

8 Managing Lists

• Managiing Lists
• Siebel List Management Module
• About Importing External Data
• Contact List Import Using PL/SQL
  • About the New List Import Functionality
• Importing External Data and Creating Data Mappings
  • Importing External Data
  • Creating and Modifying Data Mappings
• Process of Creating and Managing Internal Lists and Subscription Lists
  • Associating Prospect Lists in Siebel Marketing
    • Associating an Internal List with a Campaign
    • Associating a Segment of Prospects with a Campaign
  • Creating Internal Lists
  • Adding Prospects or Contacts to Internal Lists
  • Creating Lists of Prospects Using Additional Attributes
    • Creating an Internal List of Prospects Using Attributes
    • Adding to an Internal List Using Prospect Attributes
  • Creating and Managing Subscription Lists
    • Creating a Subscription List
    • Associating a Subscription List with an Email Offer
• Promotion of Prospects to Contacts
  • Promoting Single or Multiple Prospects
    • Promoting a Single or Multiple Prospects (Prospects More Info View)
    • Promoting a Single or Multiple Prospects (List Management Views)
    • Promoting a Prospect to an Opportunity (Campaigns Screen Views)
    • About Promoting a Prospect’s Response to an Opportunity
  • Promotion Map Modifications
  • Modifying Map Entries
• Process of Viewing and Maintaining Lists
  • Displaying Lists of Contacts or Prospects
    • Displaying a Contact or Prospect List from the Lists View
    • Displaying Contact or Prospect Information from the Contacts or Prospects Lists View
  • Deactivating or Deleting Lists
    • Deactivating Lists
    • Deleting Lists
  • Removing Prospects or Contacts from Lists
    • Removing Prospects from Lists
    • Removing Contacts from Lists
• Integrating List Management with D&B
  • Viewing Account Data for D&B Prospects
  • Promotion of D&B Prospects

9 Creating and Using Leads

• Creating and Using Leads
• About Creating and Using Leads
• Process of Creating, Modifying, and Qualifying Leads
  • Creating and Modifying Leads
  • Qualifying Leads
  • Converting Leads
• About Creating Leads from Social Media Data

10 Setting Up and Using Web Marketing

• Setting Up and Using Web Marketing
• About Siebel Web Marketing
• Web Marketing and Web Site Visitors
  • Anonymous Visitor
  • Email Contact
  • Email Prospect
  • Logged-In Contact
• Requirements for Installing Siebel Web Marketing
• Control of User Access to the Web Marketing Web Site
• Default Responsibilities and Users for Web Marketing
• Assigning Default Campaigns and Default Offers
• Use of Siebel Personalization with Web Marketing
• Customization of the Web Marketing User Interface
  • Web Templates
  • Web Marketing Without Frames
  • Full-Text Search
  • Response Management
  • Siebel Web Marketing Web Site
  • Web Marketing Offers Page
    • Salutation
    • New User Link
    • Web Offer
    • Recommended Products
    • Featured Offers
    • Information Page
  • Web Marketing Product Detail View
  • Web Marketing Web Survey View
  • About Adding Unstructured Content
  • Web Marketing Information Page
    • Web Marketing Send Product Information View
    • Web Marketing Request a Call View
• About Web Surveys and Landing Sites
  • Landing Site Deployment Methods
  • About the Web Survey Daemon
  • Using the Task UI Application to Create or Update a Landing Site
  • Customizing a Landing Site
• Extending Survey Field Mapping
  • Extending Survey Field Mapping
  • Editing and Compiling the .xsd File