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Today I've spent a lot of time organizing a new initiative at my company that I'm really excited to have been asked to lead.


With the support of senior executives, we have formed a Lead Management Task Force to do three things:

 

1.  Evaluate and document the current lead generation, lead flow and lead follow up process (particularly noting all challenging areas)

2.  Draft a "Future State" vision for what the Lead Management process will look like if we could wave a magic wand and make it all come true

3.  Build requirements to implement the new process once approval is obtained from our Executive Board

 

How did I start?

 

First, let's talk about who is on the team.

 

We have 10 members of this team representing our two main U.S. divisions and central services. The breakdown is as follows:

2 Sales Account Executives

1 Senior Sales Manager

1 Sales Operations Specialist

2 VPs of Marketing

2 Marketing Coordinators

1 Marketing Manager

2 Marketing Automation & Operations

 

I started off with a kickoff meeting where I listened intently to every single person answer this question:  "Explain the current process as you see it today."  For the most part, everyone said the same thing, which means they all understood where we are today. The next question is where it got interesting.

 

"What are the challenges with the current process in the context of your role?"

 

Hello, open floodgates!  This is where the truth came out. Considering I was one of the people who implemented the current process to begin with, I had to try VERY hard to keep my mouth shut and just listen to what they had to say! The insight and perspectives were varied and valuable and gave everyone a lot to think about. I quickly realized that this project could become incredibly overwhelming and so complicated that we could quickly get paralyzed - so I decided some creative project management was needed.

 

Getting it under control

I took a few days to get my head around what I'd heard. I took my notes from the meeting and looked for trends in the feedback. Then I outlined each stage of the lead management process as defined by the team in our kickoff meeting, and listed the corresponding challenges in a chart. But looking at that didn't make it less overwhelming, so I needed to take it a step further.

 

There was no way that a team of ten (who all have other full time jobs, by the way) would be able to efficiently and effectively tackle this list, so I created the concept of "Expert Teams." Each stage of our defined process was assigned to one of three Expert Teams containing the people who were most impacted by and invested in the activity at that stage.

 

The larger group has decided to initially meet every two weeks. The Expert Teams will meet separately in between large group meetings to focus specifically on creating plans for their assigned stages of the process. At our large group meetings, we'll discuss the progress of the Expert Teams and talk about smooth transitions between the stages that the individual teams have been working separately on.

 

What's Next

In the next two weeks I will have met with every Expert Team and the final "Current State" documentation will be complete. Next, we will begin working on our "Future State" plan. I intend to steer these Expert Team meetings using some really great Eloqua resources, such as the Lead Management Workbook from the RLC course I took last year, and the Funnel Stage Definitions worksheet.

 

Stay tuned as I blog about this project and our journey to tighten up our process and better align our sales and marketing teams around the revenue funnel!

Hard to believe it's been a year since the Eloqua AppCloud made it's debut.  It was back at Eloqua Experience Europe in London when the site was launched.   Looking back on the year, here's some interesting stats and a round up of the top apps/components that you may find interesting.

 

Screen Shot 2012-06-27 at 7.00.01 AM.pngScreen Shot 2012-06-27 at 7.17.39 AM.png

 

Learn more about the Eloqua AppCloud and get a tour of some of the apps available in this short video

 

Never tried an app before?  It just takes one to get started!

 

Seasoned pro? Share with us what your favourite app is and how you've been using it!

fsakr

Eloqua REST API - C# requests

Posted by fsakr Jun 26, 2012

We've had a number of questions from people wanting to use C# with our REST API. There are many ways to do this, but since .NET is a strongly typed language and provides many API clients, we're going to use RestSharp for our example.

RestSharp is a simple REST and HTTP client for .NET available on Github, If you're new to Github, you can find everything you need to get started here,

 

To start, let's create a new .NET application that references the RestSharp library. And here's how simple it is to make a request using .NET + RestSharp :

 

RestClient client = new RestSharp.RestClient
                             {
                                 BaseUrl = "https://secure.eloqua.com/API/1.0/",
                                 Authenticator = new HttpBasicAuthenticator(instancename + "\\" + username, password)
                             };

var request = new RestSharp.RestRequest(Method.GET)
                              {Resource = "/assets/emails?search=*&page=1&count=10"};

 

The response for this call looks as follows :

 

{
  "elements": [
    {
      "type": "Email",
      "currentStatus": "Draft",
      "id": "5907",
      "createdAt": "1370264668",
      "createdBy": "476",
      "depth": "minimal",
      "folderId": "42",
      "name": "Fred - test",
      "permissions": "fullControl",
      "updatedAt": "1370264668",
      "updatedBy": "476",
      "htmlContent": {
        "type": "StructuredHtmlContent",
        "contentSource": "editor"
      }
    },
    {
      "type": "Email",
      "currentStatus": "Draft",
      "id": "5906",
      "createdAt": "1370230460",
      "createdBy": "381",
      "depth": "minimal",
      "folderId": "42",
      "name": "Fred Sample",
      "permissions": "fullControl",
      "updatedAt": "1370230460",
      "updatedBy": "381",
      "htmlContent": {
        "type": "StructuredHtmlContent",
        "contentSource": "editor"
      }
    },
...
],  "page":   "pageSize": 10,
  "total": 3530
}

 

We hope that you find this useful.

 

Thanks,

Fred

I came across a form that was created where the validation on the country field didn't work. You need to ensure that the Default value in the Field settings is blank for your picklist (select list). Go to Setup > Fields & Views and ensure that you set this up correctly.

 

6-25-2012 3-32-11 PM.png

This is a quick post to describe the different numbers you may see on a Campaign in the Campaign Canvas. Hope this helps.

 

  1. Segment Members - the number you see is the number that the Segment is currently returning. It's not the number of the total contacts added to the Campaign. Because a Segment can be dynamic (Criteria can change, new people added to your database etc...), this number can also change. It will change if you go into the Segment and view the number of Contacts that the Segment returns.

  2. Email - This number tells you the number of contacts that have been excluded from getting the email. Contacts may be excluded if they have unsubscribed, hard bounced or received the email previously (based on how you have configured this step).If you happen to delete a Contact that was excluded from receiving an email, that Contact will still be represented as part of this number.

  3. Wait Step - This tells you how many people are waiting in this step. As outlined by Mike Garcia, you can add a wait step at the end of a Campaign to visually see the total number of contacts that have flowed through a Campaign.

6-25-2012 11-02-09 AM.png

 

Other useful discussions:

It has been asked a lot of times.  "How do I know that my emails went out?"

 

On the campaign canvas, it does not automatically show if an email went out.  Moreover, email batch notifications no longer exist.  So now, how exactly does one verify that an email went out from a campaign?

 

Here are a few ways..

 

1. Check campaign canvas remaining number on email step are exclusions, the rest automatically flow out of the campaign.

2. Check operational reports of the email.. open the email and view operational reports under the cog button .. this reports email activity for the last 24 hours

3. Check Email Batch control (under setup) .. shows successes and failures of a batch.

4. Check Insight Reports -- this report lags behind the operational reports so give it some time, if after 6 hours there's still nothing, then there's a problem.

5. Check email history of a contact on the list.

 

Finally, the simplest way to design a campaign that will show you if contacts have moved from the email step due to the action being completed on them is to add a wait step after the email step.  The wait step can be for as long as you want but remember that after the last action on the campaign has been performed on the contacts, they will move out of the campaign.  So, if you add a wait step after an email step, you'll see the number bubble on the wait step, those are the contacts that got sent the email and will wait until the time you specify and move out of the campaign.

 

===

MikeGarcia’s Chocolate Factory … probably not the best practices – but good enough!

MG-006-20120621

In our July 22nd service pack we will be making a change to Program Builder and how contacts exit programs.

 

Unless you explicitly use the "Remove from Program" step action, contacts build up in dead end steps. Over time this leads to a significant build up of contacts in programs that have no future action, causing performance degradation for your database. To solve this potential performance issue, after 3 months of a contact sitting in a dead end step, they will automatically exit the program. If the contact is sitting in a retry step, wait step, has an error or there is any possible future action, they will remain in place. If contacts automatically exit from a program they will be still be included in the standard program exit history report.

 

In preparation for this change, we have identified the two primary use cases related to leaving contacts in programs and how to leverage Eloqua functionality to support these use cases.

 

1. Reporting buckets for error checking or followup

Having contacts build up in dead end steps can make it easy to identity the path a contact flowed down for troubleshooting or even identify contacts with an error that require manual action. For reporting on errors that require follow up, typically follow up must be immediate, so keep in mind they will remain in the dead end step for 3 months before automatically being removed. You can also add an 'Add to Contact Group' step to the end of your program that will allow the contact group to act as your reporting mechanism.

dead end step.png                               with contact group step.png

 

2. Prevent contacts from re-entering the program

A contact can only live in a program as one program member. Re-entry can only occur once the contact has exited the program. Some of you may leave contacts in dead ends steps because as long as they are in the program, they cannot process through it again. Instead of relying on leaving all of these stale contacts in the program, there is an option in the program details that by default allows contacts to enter multiple times. Unchecking this option means that once a contact has been through the program once, they will never enter it again. See screenshot below:

allow re-entry.png

 

Finally, the best practice and most efficient method to avoid issues is to make sure all your exit points have a proper "Remove from Program" step action. This will remove contacts from the program right away and avoid the 3 month automatic exit.

remove from program.png

Congratulations, your automated integration between CRM and Eloqua is up and running! Though you can be confident that your automated integration is reliable, you should configure a few Error Notifications for peace of mind.

 

Let's start with the basics...

 

Click Setup --> Integration --> then click the Configuration Tab on the upper left hand corner of your screen. Once in the Configuration area, select Manage Error Notifications and you'll arrive at the Integration Error Notifications area.

Screen Shot 2012-06-14 at 12.19.38 PM.png

Since we are working on Error Notifications for your integration, the Email Address you enter here should be for your Eloqua Admin - the person who understands and manages your Integration.

 

You can adjust the frequency of these notifications by selecting a time frame from the Send Notification Email drop down menu. Since these are Error Notifications and will most likely require timely attention, a time frame of Every Day or even less would be appropriate.

 

If one, or more, of your Auto Syncs are disabled for whatever reason, a check in the Send Disabled Auto Sync Notification box will mean that the Email Address entered will receive notification of this fact at the frequency you've selected. The same goes for Send Disabled Internal/External Queue Notifications.

 

Chances are that you'll want a little bit more information from Eloqua, beyond this basic configuration. So, let's focus our attention on the lower half of the Integration Error Notifications area and add some specific Error Notifications.

Screen Shot 2012-06-14 at 12.27.05 PM.png

Eloqua uses External Calls to communicate with CRM. In this area, you configure additional Error Notifications by selecting a particular External Call from the External Calls menu and an Error from the Error drop down menu. Here's the complete list of External Calls and Errors.

 

External Calls
Error
(All)
(All)

Associate Contact with Campaign


API is Currently Disabled
Associate Lead with Campaign
Cannot insert/update/activate entity
Campaign Association - Contact
Cannot reparent record
Campaign Association - Lead
Cannot update converted lead
Create Campaign
CHILD_SHARE_FAILS-PARENT
Create Lead
CRM Login Error
Create Task: Data Card Activity - Contact
Dependency exists
Create Task: Data Card Activity - Lead
Duplicate value
Create Task: Direct Mail Send - Contact
Entity is archived
Create Task: Direct Mail Send - Lead
Entity is deleted
Create Task: Email Bounceback - Contact
Entity is locked
Create Task: Email Bounceback - Lead
Exceeded quota
Create Task: Email Click Through - Contact
Field integrity exception
Create Task: Email Click Through - Lead
Functionality not enabled
Create Task: Email Open - Contact
Inactive owner or user
Create Task: Email Open - Lead
Insufficient access
Create Task: Email Send - Contact
Insufficient account on cross reference entity
Create Task: Email Send - Lead
Insufficient access or readonly
Create Task: Subscribe - Contact
Invalid cross reference key
Create Task: Subscribe - Lead
Invalid cross reference type for field
Create Task: Unsubscribe - Contact
Invalid email address
Create Task: Unsubscribe - Lead
Invalid field
Create Task: Fax Send - Contact
Invalid field for insert update
Create Task: Fax Send - Lead
Invalid ID field
Create Task: Form Submit - Contact
Invalid or null for restricted picklist
Create Task: Form Submit - Lead
Invalid session ID
Create Task: Hypersite Visit - Contact
Invalid SOAP header
Create Task: Hypersite Visit - Lead
Invalid status
Create Task: Outlook Email Open - Contact
Invalid type
Create Task: Outlook Email Open - Lead
Invalid type for operation
Create Task: Outlook Email Receive - Contact
Invalid type on field in record
Create Task: Outlook Email Receive - Lead
Limit exceeded
Create Task: Outlook Email Send - Contact
Malformed ID
Create Task: Outlook Email Send - Lead
Missing
argument Create Task: Program Note - Contact
Number outside valid range
Create Task: Program Note - Lead
Required field missing
Create Task: Responded to Chat Invite - Contact
Storage limit exceeded
Create Task: Responded to Chat Invite - Lead
String too long
Create Task: Sales Email Open - Contact
Unknown exception
Create Task: Sales Email Open - Lead

Create Task: Sales Email Send - Contact

Create Task: Sales Email Send - Lead

Create Task: Website Visit - Contact

Create Task: Website Visit - Lead

Get Accounts

Get Campaigns

Get Contacts

Get Converted Leads

Get Deleted Accounts

Get Deleted Contacts

Get Deleted Leads

Get Leads

Get Opportunities

Get Opportunities & Link to Contacts

Update Campaign

Update Contact

Update Contact Subscribe

Update Contact Unsubscribe

Update Lead

Update Lead Subscribe

Update Lead Unsubscribe

 

 

Thats 2,480 possible Error Notifications! In case this is a tad overwhelming, here are some recommended Error Notifications to get you started.

 

  • External Call: (All) Error: CRM Login Error
  • External Call: Create Lead Error: (All)
  • External Call: Update Lead Error: (All)
  • External Call: Update Contact Error: (All)
  • External Call: Associate Contact with Campaign Error: (All)
  • External Call: Associate Lead with Campaign Error: (All)

 

If you have Closed-Loop Reporting set up, then add the following errors:

  • External Call: Create Campaign Error: (All)
  • External Call: Update Campaign Error: (All)

 

Everything we've talked about to this point relates to Eloqua pushing information into CRM. But, that's just one half of your integration - Eloqua also pulls information from your CRM via Auto Syncs. Though you may have checked the box for Send Disabled Auto Sync Notification in the Integration Error Notification area, you can go a step further by configuring each Auto Sync to send a Notification email.

 

To do this, click Setup --> Integration --> then click the Inbound tab on the upper left hand corner of your screen. Within the Inbound Tab, select Auto Syncs from the Management drop down menu and you'll see a list of your Auto Syncs.

 

Screen Shot 2012-06-14 at 1.31.08 PM.png

Click on any of the Auto Syncs listed to see its details. Click Edit next to the Auto Sync Details header.

 

Screen Shot 2012-06-14 at 1.35.32 PM.png

And enter the appropriate email address within the Email field. Rinse and repeat for other Auto Syncs.

Eloqua Discover users,

 

In April of this year we found out that the Salesforce.com Summer '12 release would have an impact on Eloqua Discover.  As such, development work was undertaken at Eloqua avoid these breaking changes and the fixes were silently pushed to all current installs a few weeks ago.  However, testing in a Summer '12 sandbox last week we found some additional issues with the hover over for recent activities and page styling that, although they do not impact primary functionality, will greatly affect the user experience for your sales team.  We sent an upgrade bulletin out to the named contacts of all Discover clients last week but wanted to post the resolution steps on this public forum as well.

 

To resolve this issue we are providing a 10-minute, wizard driven, install package that you can use to correct the issue.  We are also providing the "how to" video below to assist in navigating through this simple process.  We would like to reiterate that Eloqua Discover will still work with the hover over and styling issues if you choose to not install this package right away.  You can install the new package on your own timeframe and in the interim Discover users can go directly to the Lead/Contact's activities instead of using the hover over to see recent activities.

 

The install instructions follow, but please note you will require admin access in Salesforce in order to push this package out, and that the link to the Eloqua Discover Package below will only be active once your account has been upgraded to the Salesforce Summer '12 release.  Please check Trust.salesforce.com for information about when you will be upgraded.

 

Install Process - Discover 1.416:

Paste link below into browser window

Log into SFDC

Click Continue

Click Next

Select "Grant Access to Admins Only"

Click Next

Click Install

 

Link to Discover Package:

https://login.salesforce.com/packaging/installPackage.apexp?p0=04tA00000007X6h

 

Link to Installation Video:

http://screencast.com/t/wRWQNX4k

 

If you have any trouble with the update please do not hesitate to contact Eloqua Support for assistance.

Joel Rothman-Oracle

Radian6

Posted by Joel Rothman-Oracle Jun 8, 2012

Important: This Cloud Connector/Component will be decommissioned  after March 31st 2017. Please review the App Replacement Cheatsheet for instructions

 

The Eloqua Social Suite integrates with Radian6 via the Eloqua AppCloud.

 

For more information about Radian6, please visit their site:

http://www.radian6.com/

 

To install the app, please visit:

http://appcloud.eloqua.com/apps/radian6-influencer-score

 

The Radian6 App has 2 pieces in Eloqua. They are:

 

Radian6: Influencer Feeder - Allows you to use Radian 6 to feed in the top influencers on a particular topic:
https://cloudconnectors.eloqua.com/StepTypeOverview.aspx?StepType=Radian6InfluencerFeeder

This feeder will search Twitter for records that are Influencers on topics you define in Radian6 and feeds them into Eloqua on a nightly basis. The records can be stored as either Contacts or Data Cards in Eloqua. The following fields are returned:

Influencer Total Score

On Topic Post Count

Following Count

Followers Count

Updates Count

 

Radian6: Influence Query - Allows you to use Radian 6 to understand a person's engagement with a particular topic.

https://cloudconnectors.eloqua.com/StepTypeOverview.aspx?StepType=Radian6InfluenceQueryContact

This connector will send Eloqua contacts to Radian6 (through either Campaign Canvas OR Program Builder). The results can be stored either as Contacts or Data cards in Eloqua. The following fields are returned:

Influencer Total Score

On Topic Post Count

Following Count

Followers Count

Updates Count

The subject line is one of two factors that cause an opening of an Email (the other is the From Name). So it’s 50% of a gate that determines whether your message will be read or not.  That being said, it is always best to optimize the subject line with compelling one-liners.  However, there are some email clients that do not only display the subject line in the inbox but also the first line of text in the email.  A good example is Gmail.

 

5-25-2012 12-35-21 PM.jpg

 

As you can see, the text displayed in the inbox includes the first line of text in the email.  Since most emails coming out of Eloqua have a header for the online version of the email, it is this text that's showing up beside the subject.  I think it's a wasted opportunity to have it say "View Online Version" instead of some snazzy catch phrase that could potentially increase your open rate.  The good news is, you can control that part of the email.  Here are your options:

 

1.  Use a blank header and maximize the subject line.

2.  Change the header text.. instead of just saying, "View Online Version", start with something catchy.

3.  Tailor the header to the subject line, you can actually use the header as a continuation of the subject line

4.  Personalize the header text - you can use field merges to grab the user's attention from the inbox..

 

These are just some suggestions, and I'm pretty sure you all can come up with better ideas.

 

===

MikeGarcia’s Chocolate Factory … probably not the best practices – but good enough!

MG-005-20120607

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