Lifecycle

Provide Prerequisites

Before you can complete the definition of an email communication, you might need to develop some or all of the following data components:

  • Test list and/or Seed list. For more information, see Test & Seed Lists.
  • A high-quality list or a well-reviewed customer profile that targets receptive customers. (To avoid common email targeting mistakes, see the Email Communication: List Page.)
  • Offers and back-up offers that are live and available to your email recipients at the time when the email communication is being published.
Note: Different practical factors can affect the dates when an offer starts and ends. For the purposes of analyzing the success of an email communication or a campaign, the dates of the live offers should fit within a distinct time frame. When you choose an email communication template, you might want to consider both practical and analytical constraints.

Define the email communication with the Edit Email Communication wizard

An email communication is configured, designed, and scheduled using the Edit Email Communication wizard. This is a multi-step process that ensures all elements of the email are properly established before the email is approved and sent.

When all requirements are met, the status of an email communication can be changed from saved to pending. If approved, the status of the email communication status is changed to scheduled. On the date and time of the scheduled send, the status changes to live and the email is sent. If the email is only sent once, its status changes to completed. An email set up to send over multiple days stays live until the end of the publish window (that is, until the Pub End date).

If your organization has implemented a formal review process for email communications, you might decide that the change to approved status should depend on satisfactory completion of a final review or a formal approval process while the email is in pending status. Although the design of CRMS supports such procedural guidelines, such processes are not required or enforced by CRMS.

Email communications can be sent to either a list of customers, which is static, or to a profile. A profile dynamically generates a revised list every day. On the first publishing date, an email communications is sent to the current static list or to the profile-generated list. Thereafter, if sent to a profile, then the communication is sent to any customers who have been added to the profile-generated list; and this incremental mailing occurs every day when the email communication is being published.

Live offers mentioned in an email communication are made available to the targeted customers by links to the Reward-hosted Offer Showcase, or through at your store-site or through the TIBCO Reward microsite, or both, according to the schedule that you define.

After an email communication is published, delivery data about the email communication is gathered, analyzed, and summarized for the CRMS user. For each live or completed email communication, a dashboard display appears in the Email Communication Details Summary page, showing the number and percentage of emails delivered, opened, clicked and bounced.

This email communication reporting data is calculated on a nightly basis. Please allow up to 24 hours for data to be updated.