www.it-ebooks.info Marketing Automation with Eloqua Build a robust campaign from start to finish using Eloqua Ben Griffith BIRMINGHAM - MUMBAI www.it-ebooks.info Marketing Automation with Eloqua Copyright © 2013 Packt Publishing All rights reserved No part of this book may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, without the prior written permission of the publisher, except in the case of brief quotations embedded in critical articles or reviews Every effort has been made in the preparation of this book to ensure the accuracy of the information presented However, the information contained in this book is sold without warranty, either express or implied Neither the author, nor Packt Publishing, and its dealers and distributors will be held liable for any damages caused or alleged to be caused directly or indirectly by this book Packt Publishing has endeavored to provide trademark information about all of the companies and products mentioned in this book by the appropriate use of capitals However, Packt Publishing cannot guarantee the accuracy of this information First published: December 2013 Production Reference: 1111213 Published by Packt Publishing Ltd Livery Place 35 Livery Street Birmingham B3 2PB, UK ISBN 978-1-78217-778-4 www.packtpub.com Cover Image by Abhishek Pandey (abhishek.pandey1210@gmail.com) www.it-ebooks.info Credits Author Copy Editors Ben Griffith Roshni Banerjee Janbal Dharmaraj Reviewers Mradula Hegde Amrita Sekhar Dipti Kapadia Darwin Witt Sayanee Mukherjee Deepa Nambiar Acquisition Editors Kunal Parikh Kirti Pai Anthony Alberqueque Alfida Paiva Nikhil Karkal Adithi Shetty Commisioning Editor Sharvari Tawde Technical Editors Krishnaveni Haridas Indexer Monica Ajmera Mehta Graphics Yuvraj Mannari Iram Malik Shali Sasidharan Ankita Thakur Project Coordinator Joel Goveya Production Coordinator Manu Joseph Cover Work Manu Joseph Proofreader Clyde Jenkins www.it-ebooks.info About the Author Ben Griffith is an accomplished consultant and developer with expertise in web analytics, sales and marketing automation, and system integrations His career began at a consulting firm where he was one of the first certified consultants for the Eloqua partner program He is the founder and president of Salytics (http://www.salytics com), a hybrid consulting and application development firm Client services cover a range of platforms including Eloqua, Salesforce, Marketo, and Adobe Marketing Suite Salytics works with numerous companies designing and implementing global marketing campaigns utilizing the Eloqua platform Ben has also authored open source projects to extend Eloqua website tracking and three native Salesforce.com applications that has been publicly released He holds a dual degree in computer engineering and economics from Queen's University in Kingston, Canada I would like to thank my family, in particular Elishka, for supporting me throughout writing this book I would also like to thank Mike and Amrita for their invaluable contributions www.it-ebooks.info About the Reviewers Amrita Sekhar is an accomplished IT professional with extensive experience in the areas of application development, business process analysis, process re-engineering, quality assurance methodologies, and project management Her experience spans multiple verticals, including high tech, staffing, finance, and biotechnology She specializes in business systems analysis and systems integrations, and works with Marketing, Sales, IT, and other cross-functional organizations on global campaigns and marketing automation strategies using Eloqua and Salesforce.com She is a certified Eloqua master and a certified Revenue Performance Management specialist She has contributed towards research for published articles on back-office technologies to support the staffing industry She holds an Engineering degree in Computer Science and a Master's degree in Business Information Technology I would like to thank Ben for giving me this wonderful opportunity to review this book Darwin Witt is a Web Developer and User Experience Consultant based in Seattle, Washington He has earned a Bachelor's degree in Computer Science from the University of Alabama, and a Master's degree in Human Centered Design and Engineering from the University of Washington He works on a multitude of projects dealing with medium and large-scale productivity software His concerns lie in both with understanding the needs of Business Intelligence, and in simplifying and standardizing the process to help make everyone's work a little easier www.it-ebooks.info www.PacktPub.com Support files, eBooks, discount offers and more You might want to visit www.PacktPub.com for support files and downloads related to your book Did you know that Packt offers eBook versions of every book published, with PDF and ePub files available? 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Find out when new books are published by following @PacktEnterprise on Twitter, or the Packt Enterprise Facebook page www.it-ebooks.info Table of Contents Preface Chapter 1: Creating Your First Campaign Navigation overview Creating an e-mail Creating a segment Creating the campaign Summary 18 20 24 Chapter 2: Eloqua Campaigns 25 Chapter 3: Creating Your Next Campaigns 33 Campaign overview Campaign entry Tracking external sources to landing pages Tracking external sources with forms Offline campaign components Offline activity – external assets and activity Direct mail Best practices of a campaign Summary Campaign components AUDIENCE components ASSETS components DECISIONS components ACTIONS components Designing a campaign Building our campaign Campaign ASSETS Summary www.it-ebooks.info 26 27 27 29 29 30 30 31 32 33 34 34 34 34 35 36 40 41 Table of Contents Chapter 4: Assets Overview 43 Chapter 5: Managing E-mails 49 Component Library Images File Storage Hyperlinks Field Merge Email Header Email Footer Shared Content Dynamic Content Signature Layout Signature Rule Summary 43 45 45 46 46 46 46 46 46 47 47 47 Building e-mails Creating a template Editor overview Border and background Standalone images Text, field merges, hyperlinks, and images Shared content Signature Header and footer Creating e-mails Dynamic content Managing subscription preferences E-mail deliverability and testing Updating the campaign Summary Chapter 6: Managing Forms Creating a form Adding form fields Creating a new contact field Hidden form fields Adding processing steps Form processing step overview Processing steps for our form 49 49 49 52 53 53 55 57 59 60 64 67 68 70 71 73 73 75 75 77 77 78 80 Update Contacts – With Form Data Send Notification Email Redirect to Web Page Subscribe Contacts Globally Add to Program 80 81 81 82 82 [ ii ] www.it-ebooks.info Table of Contents Add to Shared Contact List 82 Updating the campaign Summary Chapter 7: Managing Landing Pages Building landing pages Creating a template Editor overview Background and container Standalone images Text Page snippets 83 83 85 86 86 86 87 88 88 88 Creating the landing pages 90 Shared content Dynamic content Updating the remaining pages 93 93 96 Updating the e-mails Updating the campaign Summary 97 98 99 Chapter 8: Contact Segmentation 101 Chapter 9: Campaign Activation and Analysis 109 Contact-centric data model Account and e-mail address data E-mail, website, and form activities Lead scores Campaign activity Custom objects and events Opportunities Segments Filter Criteria Individual Contacts Upload Contacts Shared Filter Shared List Updating the campaign Summary Lead scoring Shared filters Lead scoring shared filter Visited landing page's shared filters Updating the campaign Campaign activation [ iii ] www.it-ebooks.info 101 102 103 103 103 104 104 104 105 106 106 107 107 107 108 109 111 111 112 112 113 Chapter Click on Save in the top-right corner of the Eloqua webpage to save our lead scoring model and name it Beyn Engage Shared filters Now that we have created a very simple lead scoring model, we can create the shared filters we need to complete our campaign workflow Navigate to Contacts | Shared Library and click on Shared Filters in the left panel As mentioned earlier when we reviewed segments, shared filters cannot be created directly from this section of Eloqua They need to be created within a segment and then shared from there if they are new However, we can copy an existing shared filter and modify the copy to create a new shared filter as well Lead scoring's shared filter For lead scoring shared filter, follow the given steps: Find an existing shared filter and right-click on it, select Copy and then right-click on the copied version and select Rename to change its name to Beyn Engage Reached Threshold Score Double-click on the new shared filter to open the Edit Shared Filter window Here, remove any existing criteria that exists in the left panel and then add the criteria Compare Lead Score from the right panel Double-click on the criteria in the left panel and set Contacts whose lead score equals to A1 Set Using the following lead scoring model: to Beyn Engage Repeat this process to add additional score criteria, but set Contacts whose lead score equals… to: A2, A3, A4, B1, C1, and D1 Ensure the setting between all your criteria in the left panel is set to OR, and not AND To switch the values, simply click on the OR or AND buttons to toggle back and forth Click on Save in the bottom-right corner of the window The filter that we have set up should include any contacts who have met either the profile or engagement requirements of our lead scoring model Beyn Engage [ 111 ] www.it-ebooks.info Campaign Activation and Analysis Visited landing page's shared filters In addition to the checks for contacts meeting a scoring threshold, our campaign also checks if contacts have visited the landing pages To create filters for these checks, follow the given steps: Copy the shared filter that we just created and rename the new filters: Beyn Engage Visited 2nd Landing Page and Beyn Engage Visited 3rd Landing Page Double-click on Beyn Engage Visited 2nd Landing Page and remove the existing criteria in the left panel of the Edit Shared Filter window Add Visited Specific Landing Pages criteria from the right panel by doubleclicking on it and then double-click on the filter criteria in the left panel to edit it Enter Beyn Engage Landing Page Integrate in the Select an item to add drop-down list Then, click on the Add button to add it to the list of pages Set the remaining options to at least time(s) within last Months Click on Save to close the Edit window Repeat the same steps for the Beyn Engage Visited 3rd Landing Page filter, but add only Beyn Engage Landing Page Big Data to the list of pages in the filter Click on Save when finished Updating the campaign Now that we have set up the necessary filters, we can finish configuring the remaining steps in our campaign Navigate to Campaigns and open Beyn Engage Campaign Update all Wait steps with: • Step name: Wait Week • Select Wait a set amount of time: Week(s) There are two sets of Shared Filter Member steps In each set, update the first one to: • Step name: Reached Threshold Score? • Choose a shared contact filter to evaluate: Beyn Engage Reached Threshold Score • Evaluation period: Day(s) [ 112 ] www.it-ebooks.info Chapter In the first set of Shared Filter Member steps, update the second step to: • Step name: Visited 2nd Landing Page? • Choose a shared contact filter to evaluate: Beyn Engage Visited 2nd Landing Page • Evaluation period: Day(s) In the second set of Shared Filter Member steps, update the second step to: • Step name: Visited 3rd Landing Page? • Choose a shared contact filter to evaluate: Beyn Engage Visited 3rd Landing Page • Evaluation period: Day(s) The only step that should be left in our campaign to set is the Move to Program step Double-click on it and update it to: • Step name: Send to CRM • Choose a program: Enter the name of the program you use to send contacts to your CRM The standard program name will either be SYSTEM - CRM Update (Create only unique leads) or SYSTEM CRM Update (Point of Interest) • Choose a program step: Enter the first step of the program you selected It will usually be the first in the list if the standard naming convention of starting each step with its step number was used when building your program In case you not want to send these contacts to your CRM system, or you not know the name of the program to use, you can replace this step with an Add to Shared List step, or you can remove the step altogether Campaign activation That's it for setting up our campaign We are now ready to turn it on and feed through our test contact To this, click on the Activate… button in the top-right corner of Eloqua A window will open with some options for our campaign: • Start Campaign: Select Now Alternatively, you could select Later and specify a future date and time for the campaign to activate automatically [ 113 ] www.it-ebooks.info Campaign Activation and Analysis • End Campaign: Update the date to sometime in the future Eloqua will continue capturing campaign activity for one year past the end date • Run As: Select Me Once all the selections have been made, click on Activate in the Activate Campaign window The status box in the top-left corner of Eloqua should now be green and read ACTIVE instead of DRAFT You should receive the first e-mail in the campaign shortly after it has been activated, and you should see the number one in a circle on the first Send Email step of your campaign Ensure that there is only one contact flowing through the campaign as intended (our test contact) The campaign is complete and running; congratulations! Campaign analysis After a campaign has been activated, you will want to monitor how it is performing A report that gives you a nice overview of measurable metrics for the campaign is called the Campaign Analysis by Campaign report in Eloqua To view this report, select the options drop-down button in the top right corner from the campaign and navigate to Insight Reports | Campaign Analysis This will open the analysis report for this campaign in Insight, Eloqua's reporting engine Let's review what the reported metrics represent: • Total External Activities: This represents the number of activities that have been created as the result of list uploads to external assets for the given campaign(s) • Total Sends: This is the number of e-mails that have been sent from the campaign workflow • Total Delivered: This is the number of e-mails that have been delivered out of the e-mails that were sent • Total Opens: This is the number of times e-mails that belong to the campaign(s) have been opened This metric is not completely reliable, because an open is only recorded when a user downloads the tracking image in an email • Unique Open Rate: This represents the percentage of e-mail recipients who have opened the e-mail one or more times [ 114 ] www.it-ebooks.info Chapter • Total Clickthroughs: This is the number of times links within e-mails belonging to the campaign(s) have been clicked • Unique Clickthrough rate: This represents the percentage of e-mail recipients who have clicked on one or more links in the e-mails • Possible Email Forwards: This attempts to give a portrayal of how many times an e-mail was forwarded These are picked up by mismatches in IP address between what Eloqua expects for the IP address of the recipient and the actual IP address of the recipient • Possible Forward Rate: This represents the number of possible forwards as a percent • Total Bouncebacks: This measures the number of bouncebacks that are traced back to e-mails belonging to the campaign(s) • Hard Bounceback Rate: This gives you the percentage of the intended recipients who did not receive the e-mail because it could not be delivered for technical reasons • Total Soft Bouncebacks and Soft Bounceback Rate: These measure the same metrics as hard bouncebacks, but for soft bouncebacks Soft bouncebacks occur when an e-mail reaches a recipient's mail server but cannot be delivered from there A common cause of this would be that the recipient's mailbox is full • Total Unsubscribes and Unsubscribe Rate: These represent the number and percentage of the total recipients respectively, that went through the unsubscribe process by clicking on a manage subscriptions or unsubscribe link from an e-mail belonging to the given campaign(s) • Total Page Views, Total Page Time and Average Page Time: These represent the number of page views for the landing pages that belong to the campaign(s) as well as the total time of those page views and the average visit time of those page views • Total Visitors: This measures the number of visitors that visited landing pages belonging to the campaign(s) • Total Form Submissions: This measures the number of form submissions for forms belonging to your campaign(s) These metrics and this report are important to understand as they provide you with key performance indicators, with which you can measure the success of your campaigns relative to one another and relative to industry averages [ 115 ] www.it-ebooks.info Campaign Activation and Analysis In addition to this report, more campaign reports can be viewed by navigating to Insight | Reports and Dashboards | Campaigns The two reports in this folder give you insights into the overall performance of all your campaigns The reports in the Campaign Analysis folder give you more specific information that can be filtered for individual campaigns or groups of campaigns It is worth digging into these reports to see what insights you can gain from the effort we've put into capturing all these digital activities Summary In this chapter, we finished configuring what was left in our campaign This included decision steps that utilized shared filters and a final step to send contacts to our CRM system, if applicable While finishing our campaign, we were introduced to lead scoring models in Eloqua—a widely used feature that expands beyond the scope of this book Finally, we activated our campaign and our test contacts started flowing through After some campaign activity was captured and processed in Eloqua, we were able to see the data populate the campaign analysis report in Eloqua Insight The metrics were then explained Now, you can build on what we've covered in this book for your own campaigns Have fun building your campaigns with Eloqua! [ 116 ] www.it-ebooks.info Index A account data 102 ACTIONS component 34 Add to Campaign 79 Add to Program 79, 82 Add to Shared Contact List 79, 82 Always Update, contact field 81 assets about organizing 11 ASSETS component 34 AUDIENCE component 34 Average Page Time 115 B Beyn Engage Campaign 112 Bounceback field 18 C campaign about activating 24, 113, 114 analysis 114, 115 ASSETS 40, 41 best practices 31 building 36-39 Campaign Type field 23 components 33 creating 20, 23 CRM Campaign ID field 23 designing 35 entry 27 Include in Opportunity ROI field 23 members, adding 27 overview 26 Product field 23 Region field 23 segment, adding 22 Settings , selecting 22, 23 tasks 26 updating 70, 83, 98, 107, 112, 113 campaign activity 103, 106 Campaign Analysis by Campaign option 114 campaign, component ACTIONS components 34 ASSETS components 34 AUDIENCE components 34 DECISIONS components 34 Campaign Type field 23 Cancel Event Registration 80 Change Contact's Email Address 78 components about 44 Dynamic Content 46 Email Footer 46 Email Header 46 Field Merge 46 File Storage 45 Hyperlinks 46 Images 45 Shared Content 46 Signature Layout 47 Signature Rule 47 Contact/Account fields 105 contact-centric data model about 101 account and e-mail address data 102 campaign activity 103 custom objects and events 104 www.it-ebooks.info e-mail activities 103 form activities 103 lead scores 103 opportunities 104 website activities 103 contacts Contacts icon 19 CRM Campaign ID field 23 CRM update program 82 customer relationship management (CRM) system custom objects 104 D DECISIONS component 34 digital assets about 25, 26, 43 components 25 direct link 15 direct mail campaign executing 30 dynamic content about 46, 51 creating 64 for E-mail 64 for E-mail 65 for E-mail 66 dynamic content, landing pages 93-95 E editor, e-mails dynamic content 51 Hyperlink 50 hyperlink tools 51 image tool 50 layout tools 51 page snippit tools 52 page style tools 52 shared content 51 signature 51 style tools 51 text tool 50 text tools 51 tools 51 Eloqua campaigns 26, 112 direct link 15 Dynamic Content 46 Email Footer 46 Email Header 46 Field Merge 46 File Storage 45 Hyperlinks 46 images 45 lead scoring 109 logging into navigation, reviewing redirect link 15 Shared Content 46 Signature Layout 47 Signature Rule 47 e-mail about 7, 49 Bounceback field 18 building 49 creating 9-14, 60-63 deliverability 68, 69 dynamic content 64-67 email footer field 17 email group field 17 email header field 17 Email tracking is enabled field 18 Enable as Hyperlink checkbox 14 Encoding field 18 field merge, adding to text 13 Field Merge icon 13 from field 18 image, positioning 12 logo image, uploading 11 name field 17 Reply-to field 18 subject field 17 subscribed e-mails, managing 67, 68 template, creating 49 testing 69 unsubscribed e-mails, managing 67, 68 updating 97, 98 Email Activities 103, 106 e-mail address data 102 Email Address field 78 Email Footer component 46 email footer field 17 email group field 17 [ 118 ] www.it-ebooks.info Email Group - Subscribe/Unsubscribe 80 Email Header 46 Email Header editor 59 email header field 17 Email Status 106 Email tracking is enabled field 18 Encoding field 18 Engagement button 110 events 104 external sources tracking, to landing pages 27, 28 tracking, with forms 29 F Field Merge component 46, 50, 54 Field Merge Browser window 13 Field Merge icon 13 File Storage component 45 Filter Criteria adding, to segments 105, 106 form creating, options 73, 74 external sources, tracking with 29 fields, adding 75 fields, hidden 77 new contact field, creating 75, 76 processing steps 80 processing steps, adding 77, 78 Form Activities 103, 106 form processing step Add to Campaign 79 Add to Program 79, 82 Add to Shared Contact List 79, 82 Cancel Event Registration 80 Change Contact's Email Address 78 Email Group - Subscribe/Unsubscribe 80 overview 78 Post Data to Server 80 Redirect to Web Page 79-81 Remove from Shared Contact List 79 Run Integration Rules 80 Send Notification Email 79, 81 Send Submitter an Email 79 Subscribe Contacts Globally 79 Unsubscribe Contacts Globally 79 Update Account - With Custom Values 78 Update Account - With Form Data 78 Update Contacts - With Custom Values 78 Update Contacts - With Form Data 78-81 Update Custom Data Object - With Custom Values 79 Update Custom Data Object - With Form Data 79 Update Event Registration 80 from field 18 G gating our assets 40 H Hard Bounceback Rate 115 header and footer 59, 60 HTML Name field 74 Hyperlink component 46, 50 hyperlink tools 51 I Image Browser window 11 Images component 45 image tool 50 Include in Opportunity ROI field 23 Individual Contacts adding, to segments 106 insight L landing pages building 86 creating 90-92 dynamic content 93-95 external sources, tracking to 27, 28 known visitors 31 remaining pages, updating 96 shared content 93 template, creating 86 landing page shared filters 112 layout tools 51 lead scoring about 103, 106, 109 creating 110 [ 119 ] www.it-ebooks.info lead scoring shared filter 111 Shared Filter Member steps 112 shared filters about 111 landing page shared filters, visiting 112 lead scoring shared filter 111 Shared List 107 signature 51 Signature Layout component 47, 57-59 Signature Rule component 47 Soft Bounceback Rate 115 Software as a Service (SaaS) style tools 51 subject field 17 Subscribe Contacts Globally 79 subscribed e-mails managing 67, 68 M Move to Program step 113 O offline campaign components about 29 direct mail 30, 31 external assets and activity 30 opportunity data 104 P page snippit tools 52 page style tools 52 Personalized URL (PURL) 30 Possible Email Forwards 115 Possible Forward Rate 115 Post Data to Server 80 Product field 23 T R redirect link 15 Redirect to Web Page 79-81 Region field 23 Remove from Shared Contact List 79 Reply-to field 18 Run Integration Rules 80 S segments about 7, 104, 105 creating 18-20 Filter Criteria 105, 106 Individual Contacts 106 Shared Filter 107 Shared List 107 Upload Contacts 106 Send Notification Email 79-81 Send Submitter an Email 79 shared content component 46, 51, 55, 57 shared content, landing pages 93 Shared Filter 107 template, e-mails border and background 52 creating 49 editor 49-52 Field Merge 54 header and footer 59, 60 Hyperlinks 55 images 55 shared content 55, 57 signature 57-59 standalone images 53 text area 53 template, landing pages background and container 87 creating 86 Editor overview 86, 87 page snippets 88, 89 standalone images 88 textboxes 88 text tools 50, 51 Total Bouncebacks 115 Total Clickthroughs 115 Total Delivered 114 Total External Activities 114 Total Form Submissions 115 Total Opens 114 Total Page Time 115 Total Page Views 115 [ 120 ] www.it-ebooks.info Total Sends 114 Total Soft Bouncebacks 115 Total Unsubscribes and Unsubscribe Rate 115 Total Visitors 115 U Unique Clickthrough rate 115 Unique Open Rate 114 Unsubscribe Contacts Globally 79 unsubscribed e-mails managing 67, 68 Update Account - With Custom Values 78 Update Account - With Form Data 78 Update Contacts - With Custom Values 78 Update Contacts - With Form Data 78, 81 Update Custom Data Object - With Custom Values 79 Update Custom Data Object - With Form Data 79 Update Event Registration 80 Update if blank, contact field 81 Update if new value is not blank, contact field 81 Update if valid email address, contact field 81 Upload Contacts 106 W Website Activities 103 Web Visits 106 what you see is what you get (WYSIWYG) editor 10 [ 121 ] www.it-ebooks.info www.it-ebooks.info Thank you for buying Marketing Automation with Eloqua About Packt Publishing Packt, pronounced 'packed', published its first book "Mastering phpMyAdmin for Effective MySQL Management" in April 2004 and subsequently continued to specialize in publishing highly focused books on specific technologies and solutions Our books and publications share the experiences of your fellow IT professionals in adapting and customizing today's systems, applications, and frameworks Our solution based books give you the knowledge and power to customize the software and technologies you're using to get the job done Packt books are more specific and less general than the IT books you have seen in the past Our unique business model allows us to bring you more focused information, giving you more of what you need to know, and less of what you don't Packt is a modern, yet unique publishing company, which focuses on producing quality, cutting-edge books for communities of developers, administrators, and newbies alike For more information, please visit our website: www.packtpub.com About Packt Enterprise In 2010, Packt launched two new brands, Packt Enterprise and Packt Open Source, in order to continue its focus on specialization This book is part of the Packt Enterprise brand, home to books published on enterprise software – software created by major vendors, including (but not limited to) IBM, Microsoft and Oracle, often for use in other corporations Its titles will offer information relevant to a range of users of this software, including administrators, developers, architects, and end users Writing for Packt We welcome all inquiries from people who are interested in authoring Book proposals should be sent to author@packtpub.com If your book idea is still at an early stage and you would like to discuss it first before writing a formal book proposal, contact us; one of our commissioning editors will get in touch with you We're not just looking for published authors; if you have strong technical skills but no writing experience, our experienced editors can help you develop a writing career, or simply get some additional reward for your expertise www.it-ebooks.info Internet Marketing with WordPress ISBN: 978-1-84951-674-7 Paperback: 112 pages Use the power of WordPress to target customers, increase traffic, and build your business Get practical experience in key aspects of online marketing Accurately identify your business objectives and target audience to maximize your marketing efficiency Create and deliver awesome SEO-enhanced, targeted content to drive large numbers of visitors through your blog Microsoft Dynamics CRM 2011 Applications (MB2-868) Certification Guide ISBN: 978-1-84968-650-1 Paperback: 344 pages A practical guide on how to use and manage Microsoft Dynamics CRM 2011 that focuses on helping you to pass the Microsoft certification exam Comprehensive step-by-step guide to help you prepare for the MB2-868 exam Loaded with screenshots and key points to help you pass the certification exam Sample a 75 question practice exam to test your knowledge before you participate in the real exam Please check www.PacktPub.com for information on our titles www.it-ebooks.info Salesforce CRM: The Definitive Admin Handbook - Second Edition ISBN: 978-1-78217-052-5 Paperback: 426 pages A comprehensive guide for the setup, configuration, and customization of Salesforce CRM Updated for Spring '13, this book covers best practice administration principles, real-world experience, and critical design considerations for setting up and customizing Salesforce CRM Analyze data within Salesforce by using reports, dashboards, custom reports, and report builder A step-by-step guide offering clear guidance for the customization and administration of the Salesforce CRM application Microsoft Dynamics CRM 2011 Reporting ISBN: 978-1-84968-230-5 Paperback: 308 pages Everything you need to know to work with reports in Dynamics CRM 2011 Create reports with SQL Reporting Services for CRM Empower your reports with the different Report Wizards and dashboards Troubleshoot and optimize your reports for better performance Please check www.PacktPub.com for information on our titles www.it-ebooks.info .. .Marketing Automation with Eloqua Build a robust campaign from start to finish using Eloqua Ben Griffith BIRMINGHAM - MUMBAI www.it-ebooks.info Marketing Automation with Eloqua Copyright... and works with Marketing, Sales, IT, and other cross-functional organizations on global campaigns and marketing automation strategies using Eloqua and Salesforce.com She is a certified Eloqua master... of Eloqua, this book is for you Marketing Automation with Eloqua will help you realize your potential by demonstrating how your campaign vision can be translated into a digital campaign in Eloqua