Use data from your CRM to create touchpoints in customer journey

Updated by Andreea Oprea

You can visualize meaningful touchpoints in customer journeys using data from your CRM. Dreamdata gives you the ability to generate these touchpoints from specific objects from Salesforce, Hubspot, Pipedrive, Microsoft Dynamics, Pardot, or Marketo.

In Dreamdata, we refer to these touchpoints as events, and you can learn more about them here. These events will be included in available reports such as the events report.

To add these touchpoints to your customer journeys, it's important to speak with your Customer Success Manager (CSM). They will guide you through the process and ensure that these touchpoints are effectively integrated into your customer journeys.

You can customize the touchpoints you want to add by filtering them through the property fields in each object. This allows you to create rules based on criteria such as fields equaling, containing, or starting/ending with a specific word or set of words.

Objects

Overview of objects that can be used from each source:

Source

Objects

Hubspot

  • Calls
  • Contacts
  • Contact Lists
  • Meetings
  • Notes
  • Tasks

Marketo

  • Leads
  • Program Members

Microsoft Dynamics

  • Activity Pointers
  • Contacts
  • Leads

Pardot

  • Membership Lists
  • Prospects
  • Visits
  • Visitor Activities

Pipedrive

  • Activities
  • Persons

Salesforce

  • Campaign Members
  • Contacts
  • Events
  • Leads
  • Tasks

Properties

Each event has 5 different properties: Timestamp, Event Name, Channel, Source, and Campaign. These properties can either have a fixed value or be assigned a value from the CRM object.

Timestamp (mandatory)

This is used to indicate when the event happened. There are two type options:

  • Fixed - Choose a specific date. This is useful for offline events where the date is known but not recorded in a property field.
  • Property - If you want to use a property field from an object. Some examples are 'Create Date' for Contact Lists and Contacts or 'Activity Date' for Meetings.
Event Name (mandatory)

Utilised to set the event name which is how it will appear in Dreamdata. There are two type options:

  • Fixed - Set a specific name (some common options are 'phone_call', 'attended_event' or 'registered_webinar').
  • Property - Use a property field from an object. Property: Use a property field from an object. For example, 'Contact List Name' can be used as it stores the name of an event.
Channel

Utilised to map the new events to a channel without using UTM mappings. In case nothing is selected, 'Unspecified' will appear in Dreamdata. There are two type options:

  • Fixed - If you want to type in a specific channel which can be the same as those already used in Dreamdata.
  • Property - If you want to use a property field from an object. This is only recommended if the object has a clean field with the right information.
Source

Used to map the new events to a source without using UTM mappings. In case nothing is selected, 'Unspecified' will appear in the Dreamdata. There are two type options:

  • Fixed - If you want to type in a specific source, it can be the same as those already used in Dreamdata.
  • Property - If you want to use a property field from an object. This is only recommended if the object has a clean field with the right information.
Campaign

Utilised to link the new events to a campaign. There are two options:

  • Fixed - If you want to type in a specific campaign name.
  • Property - If you want to use a property field from an object.

In summary, Dreamdata lets you enrich your customer journey analysis by creating meaningful touchpoints/events using CRM data. Talk to your Customer Success Manager and we will help you with this process, enabling you to effectively tailor your customer journey insights to meet your specific business needs.

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