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8 Posts authored by: Allison Sparrow

When Marketing is responsible for generating pipeline each quarter, be sure that lots of events, emails, and webinars are going to be planned. As a Marketing Automation Manager, it’s my job to make sure that all online campaigns are set up appropriately, and scheduled cohesively. This requires a lot of attention to detail, constant communication, and a full-proof process.

 

My process and system empowers 10+ managers to launch their campaigns on time, and allows me to spend more time testing and running personal campaigns.

 

Submitting a Campaign Request

 

MA requests Wiki

 

I get campaign requests of all types: ebooks, emails, event pages, and webinars. Each type of campaign requires different timelines, assets and deliverables. Whenever someone asks for my help, I point them to a Wiki page. The Wiki page holds a custom JIRA link for every campaign type, and includes the appropriate checklist necessary for that campaign. This way, it’s super simple for anyone to submit a request, and ensure her/his campaign gets prioritized.

 

Here is what one of the custom links looks like:

jira request

 

I pre-populated the summary with the asset type, along with custom labels needed for reporting (more on that later), and have appended the right google doc checklist.

Planning & Implementing

 

Setting up a campaign in Marketo is complex, and requires a lot of attention to detail. I use two systems to ensure I don’t forget the small, important stuff (like meta-tags, alt-text, email edits from the night before…).

Google Doc Checklists

google template

We use google docs to document all copy, image assets, and anything else needed for campaign setup. I have a template custom for each campaign type, and it acts as a large, souped-up checklist for both  planning  and setting up the campaign.

At any point in time, I can easily look at this doc to see all of the elements required for a campaign. Here’s an example of one of our docs. If my google doc template interests you, please contact me with any questions you have! I would love to geek out with you, it’s something that has evolved throughout the years.

Marketo Tokens

 

If you are a Marketo user, and you don’t use tokens for your assets, do it. You will thank me. If you need help, I recommend Etumos, a great Marketing Tech consultancy who has helped me in the past! Of course, you can always reach out to me as well!

 

The implementation piece is pretty easy once all of the other foundational places are there. Essentially, we have a google doc checklist to mirror each program type in Marketo. Once the google doc is filled, we simply have to transfer the values from the google doc to Marketo!

marketo programs

Visibility & Prioritization

All Marketing campaigns are logged in JIRA. In the past, I used Asana, and that was also effective!

We’ve structured our board by Assignee, and then have each column by stage in process.

Kanban_stages

The task stages are:

  • To Do
  • Assets Requested
  • Needs Approval
  • Ready for MA
  • In Progress
  • Out for Review
  • Scheduled
  • Complete

Marketing Calendar

 

Because all JIRA tickets are submitted with custom labels, I’m able to present our Marketing Calendar using a JIRA calendar widget. You can simply hover over the green button, and you can see what is scheduled for that day.

 

marketing calendar

This post outlines how to test emails when you want to:

  • test for statistical significance
  • test an email in a nurture
  • have clear reporting when using an email performance report
  • track what variation a lead received

 

Email Programs are great to use if you are just getting started with A/B Testing. Email programs allow you to test a variety of different elements in your email, and then declare a winner after a send.

 

But what about when you want to A/B test an email in your nurture program? Email Programs come with their limitations:

I'm going to show you how I A/B test my email blasts and email nurtures. See this as a different way to test if you have one of the challenges above.

 

An A/B test for a simple email is easy to set up, and usually your objective will be opens and/or clicks. As pre-work, I strongly recommend outlining your hypothesis, goals and variable for your A/B test. You can use the framework I've outlined in my other post as a reference. Here's an example of an email A/B test outline.

 

In this example, we are going to

  • test an email used in a nurture program
  • create a 50/50 split test
  • test the subject line as a variable

 

Start from a default program in Marketo

First, create a program in Marketo that contains an email. If you are going to test an existing email that's already live, skip this part and jump to the next section: Emails.

 

Emails

Create your control email. This is the email that you're going to try and beat out with your variation email.

 

You may be testing an existing email, or you may be creating a new email. You want your control email to be the content that you want to beat. So if your hypothesis is that "a funny subject line will be more effective than a serious one," your control email will be the serious one.

 

Once your control email is completely reviewed, tested and approved, simply clone that email and append v2 to the new variation:

 

Smart Campaigns

 

OK! Now you’re going to set up campaigns that will automate the testing for you.

 

Campaign: Send Email

 

Depending on whether this is a blast or an email nurture, the Smart List will vary. Everything else is the same. In this example, I'll show how you set it up as a nurture email.

 

Smart List

Member of any Engagement Program (the filter lies in the stream itself, when you drag the entire program into the stream).

 

Flow

 

Schedule

Do nothing

 

For Nuture

Add to Engagement Stream

Activate the campaign

 

Reports

 

Let’s create a basic report so you can check your test at a moment’s notice!

 

Report: Email Performance

 

Smart List: none

Setup:

Sent Date: All Time

Marketing Activities Emails: Email .v1, Email .v2

 

That's it! So simple! Now when you look at your email performance report, you will easily see which one is performing better:

Optimizely makes it easy for customers to turn their data into action (we even developed a revolutionary approach to statistics for experience optimization). But you don’t have to be a statistician or an analyst to effectively measure your campaigns. The simplest, way to measure a campaign’s impact is to use A/B testing. If you haven’t tried A/B testing on your marketing campaigns, I cannot recommend it enough.

 

I ran a split test on a customer nurture program and increased platform engagement by 10% within 30 days. Here's an overview of the customer nurture test, I hope it inspires you to get curious about testing!

 

I collaborated with the Optimizely Education team to determine how to increase product engagement with our new self-service customers. We knew that a customer was less likely to churn if they logged in multiple times within the first 30 days. We designed a customer nurture program to educate these new customers on various features and resources Optimizely had to offer. Our hunch was that by providing focused material to our new customers, they would be more inspired to use our product.

 

 

Our hypothesis*: if we send our self-service customers a series of resource rich emails encouraging them to test, they will be more likely to engage with our Testing solution. There are a lot of psychological barriers to get started with testing, and our customers may not know where to start.

 

The program contained 8 emails, bucketed into three offer categories: Resource, Sell, or Feature. CTAs included: an ebook on building a data driven team, a how-to guide for setting up a goal in Optimizely, and a list of popular testing ideas.

 

We held back 50% of our self-service customers from receiving this nurture (if you want to know how we implemented this test in Marketo, here’s a how to guide). After 30 days, we already saw positive results! We tracked multiple activities, and measured significant impact with Optimizely logins and dashboard views. Within 30 days we saw a 9% increase in logins. Because of this result, we pushed the nurture program to 100% of our self-serve customers.

 

*If you don’t know how to set up a hypothesis, Shana Rusonis wrote a great blog post on this.

Intro | Part II

Create your nurture test roadmap

 

Having a roadmap discussion ensures program alignment before jumping into implementation phase. Set up a Roadmap meeting, use my template, and set an agenda. Before you do anything in Marketo, it’s important to understand the framework of your test. Get aligned on what part of the business you’re trying to impact, and who your target audience is. Here’s the template you can use to write out your testing roadmap.

 

What we’ll cover:

  • Target audience
  • Test variable
  • Baseline conversion rate
  • Your nurture goal
  • Hypothesis

 

Target Audience

 

You won’t have a successful nurture program if the target audience is “everyone in the database.”  Who will benefit most from receiving this content? The more specific the better. Ideally, it will be a larger dataset so your test will be as impactful as possible. Some examples could be: tradeshow sourced leads, Enterprise customers in the retail vertical, or prospects who signed up for a free trial.

 

For this post, our example target audience will be prospects created from Tradeshows.

 

Once you have identified who you want to target, write down the total number of people that make up this segment.

 

Test Variable

What are you trying to improve?

 

You’re not going to solve all of your business problems with one nurture.  An ineffective variable is:  “to get more SALs, opportunities and more customer retention. Oh, and increase product usage by 50%.” This is actually 4 variables. A nurture program’s primary goal should be an action that can happen soon after someone clicks an email.

 

What is the primary activity you want to drive with your nurture? Click rates? Product engagement? Demo signups? Write it down on your roadmap doc.

 

In this example, our variable is accounts created.

Baseline Conversion Rate

 

Historically, what has the conversion rate been for your target audience and your primary variable? In this example the question would be: how many trade show leads have created an account in the past?

 

  1. Using the same list of people in your target audience list, find how many of those have executed the goal you’re looking to improve
  2. Divide the number of leads that completed the goal by the total number of your target audience list. Then multiply by 100. That’s your baseline conversion rate.
  3. Your baseline conversion rate will be the number you want to *beat* with your new nurture program.

 

E.g. Currently 20% of our new tradeshow leads create an Optimizely account.

 

Nurture Goal

 

Here’s where you define what success looks like for your nurture program. In this example, we want to increase that conversion rate by 15%.

 

Hypothesis

 

How will this nurture program meet your goal? You’ve done most of the work already, now you just have to crystallize it.

 

Example: My hypothesis is that by sending a 4 touch email nurture to our tradeshow leads, they will be more likely to create an account than if they weren’t sent it. By staying top of mind after the trade show is over, leads will be curious to explore what Optimizely can offer.

 

Intro | Part II

Part I | Part II

Why your nurture programs flop.

 

Nurture programs should be not taken lightly. They take a long time to plan, prepare, and implement. I’m going to show you how to make every nurture program you create successful.

 

The two biggest reasons why your nurture program flops:

  1. You can’t measure the program’s success
  2. You waste time creating a nurture program that doesn’t deliver value

 

It is downright *challenging* to prove Marketing ROI on something you’ve built! I have been there: busting your **** for over a quarter to outline a nurture program strategy, get copy finalized, implement the HTML, create a slide deck for the announcement, only to get from your CMO: “Can you show me some data on how this has positively impacted the business?”

 

UGH.

 

On top of that, nurture programs require a lot of upkeep and vigilance. As a Marketing Automation Manager, it’s your responsibility to ensure you are spending time on programs that are make an impact to the business.

 

There are millions of (valid) reasons why marketers just want to throw up their hands up in defeat. To create a high impact nurture program, you need to own your success metrics and reporting, and easily determine whether it’s making an  impact on the business.

 

In this 2 part blog post, I’ll show you how to address the two biggest challenges faced when creating a nurture program, using split testing as a framework. With the right preparation, and by owning your reporting, you will create high impact nurture programs, every time.

 

If you haven’t tried A/B testing your nurture programs, I cannot recommend it enough. A/B Testing allows you to report clear results, and cuts down time spent debating over what programs to run or maintain. A/B testing may sound technical and analytical, and in some ways it is. But it is the simplest way to empower yourself to be a data-driven marketer, with minimal implementation time.

 

Part I | Part II

Intro | Part I

Build a data-driven engagement program in Marketo

The hardest part is behind you, the pre-work will not only force your team to align, but you now have a clear roadmap for what to track in Marketo! You will thank me, I promise. Now for the fun stuff.

 

In this example, we are going to create a 50/50 split test! First, create your Engagement program*. Once you’ve done that, we will add the following elements to it.

 

*If you’re interested in the naming conventions we use I stole this from Edward Unthank, who’s naming convention I really like.

 

What we will create:

  • Smart Lists
  • Static Lists
  • Reports
  • Smart Campaigns

 

Smart Lists

 

I like having reports to reference and play with in Marketo. I’ll walk you through how I create Baseline reports and Smart Lists for the engagement program.

 

You’ll be making 3 Smart Lists:

  1. Baseline Target Audience
  2. Baseline Conversion TA
  3. Target Audience (All Time)

 

Smart List: Baseline Target Audience

 

You should already have identified how your target audience has performed in the past against the variable you want to improve. We are going to create two smart lists in Marketo so that you can easily refer to the leads meet this criteria.

 

Here’s my Baseline Target Audience list. You won’t always need to restrict it by year, but it may make you more confident in the numbers.

Smart List: Baseline Conversion Target Audience

 

Now from that list, I want a smart list that shows how many of those leads converted. Clone the TA 2015 list, and add an additional filter, for the variable you’re tracking

Smart List: Target Audience (All Time)

 

As a nice to have, I also create a Smart List that looks for any lead that qualifies, despite the year, for easy reference.

 

Static Lists

 

Static lists are helpful because they don’t need to cache. Super complicated smart lists can take a long time to load.

 

You’ll be making 4 Static Lists:

  1. Target Audience
  2. Control Group
  3. Variation Group
  4. Converted Group

 

Static List: Target Audience

This list will be a catch-all bucket for all leads that, moving forward, qualify for the nurture.

 

For this example, I’m not going to retroactively put leads into this program. When I activate it, it will only be effective for new leads that apply moving forward.  I think it’s cleaner to start fresh.

 

Static List: Control Group

 

Half of the leads that qualify for this nurture will go into this list. This is the group that *won’t* be receiving the new email nurture.

Static List: Variation Group

 

The other half of the leads that qualify for this nurture will go into this list. This is the group that *will* be receiving the email nurture.

 

Static List: Converted Group

 

This is going to be where you add any lead that qualifies for nurture, and that performs the desired activity you wish for them to do. They could be a member of either list!

Reports

 

Let’s create some basic reports so you’re ready to check on your nurture program’s progress at a moment’s notice! Reports can be a little clunky to set up, and if you’re using smart lists, they can take a while to load. Fortunately, you’ve set up Static Lists that will automatically be up to date once you have your Nurture Program running. Your reports will load super quickly.

 

You’ll create 3 reports:

  1. Baseline Conversion Lead Performance
  2. Control Group Conversion Lead Performance
  3. Variation Group Conversion Lead Performance

 

Report: Baseline Conversion Lead Performance

 

This is the report you can link to in your Nurture Framework doc when presenting the baseline conversion rate for your target audience.

Smart List:

Member of Target Audience 2015

Setup:

Lead Created at: 2015, Group Leads by Account Created Date (variable metric)

Report: Control Group Conversion Lead Performance

 

This report will allow you to monitor the Control Group’s conversion performance. Select a Lead Performance Report out of the Report options.

 

Smart List:

Member of Control Group List

Setup:

Group Leads by Account Created Date (variable metric)

 

Now you’ll see anyone that has that field populated v. those who doesn’t!

 

Report: Variation Group Conversion Lead Performance

 

Now, clone your Control Group report and simply replace the list with the Variation Group Static List.

 

Smart List:

Member of Variation Group Static List

 

Setup:

Group Leads by Account Created Date (variable metric)

 

Now when someone asks you how the campaign is going, you can easily look at your reports to give an answer. Proactively preparing for these ad-hoc sort of questions is really valuable. It can be deflating to have to respond with: “let me email you the results once I pull the numbers” when you’ve already done so much work!

 

Smart Campaigns

 

OK! Now you’re going to set up campaigns that will automate the testing for you. I won’t go over how to make sure the flow of your campaigns are set up correctly. Please prioritize at least a week to insert test leads through: it will save you work in the long term.

 

You’ll create 5 Campaigns:

  1. Add to List
  2. Add to Test
  3. Add to Stream
  4. Converted

 

Campaign: Add to List

 

I like the “Add to List” trigger as much as the “Request a Campaign” trigger. It ensures you aren’t bogging up your campaign queue in Marketo (description here).

 

This campaign is going to be your Trigger List: using whatever action the lead takes in order to qualify for this nurture program. This example nurture is for new leads created from a particular source. I do not recommend using the Lead Created trigger in engagement programs. Ideally you are only using the Lead Created trigger once in your entire Marketo instance. If your target audience is TOFU, I recommend doing a Daily Batch campaign. That way you don’t have crazy backlogs, and it’s easier to control. Here’s how I would set up this example:

 

Smart List

Note these filters should be very similar to your Target Audience Smart List!

 

Flow

 

Schedule

Daily, Each Lead can flow through ONCE

Campaign: Add to Test

 

Smart List

 

Flow

Request Welcome Email (if you want an email to go out right away), Add to List using Random Sample

 

Schedule

Campaign: Add to Stream

 

Smart List

 

Flow

Note that I’m only adding those who receive the email as members of the Engagement Program. That means I’m going to perform my A/B test analysis outside of the Program metrics. This way the Engagement Program only looks at conversions for those who actually received the emails. If the program is successful, all I have to do is deactivate the Add to Test Campaign, and change the Add to Stream trigger to be Add to Target Audience (If it does go through however, I’d probably create a clean static list. But I’m OCD like that).

 

Schedule

Campaign: Converted

 

Smart List

Triggered, based on a field update. My filter is member of both variations.

 

Flow

if they are part of the variation (leads receiving the email) their status will change. All members will be added to the list. If they are part of the variation (leads receiving the email) their status will change. All members will be added to the list.

Schedule

 

Intro | Part I

With one simple test, I was able to get a 165% increase in our survey responses. Here's how I did it.

 

Optimizely takes our customer's feedback seriously. We've created tight feedback loops that allow customers to share their experience with us.

 

I A/B tested the support feedback email copy that's delivered to customers who submitted a support ticket. Check out our test stats and learnings:

 

ElementsSupport Survey Test
Target AudienceEnterprise customers who have submitted a ticket to our support team.
HypothesisIf we send a support survey that references the exact support ticket information, then the customer will be more likely to click on the survey to provide feedback. This personalized email will give the customer immediate context and empower them to act immediately.
VariableEmail copy
GoalIncrease clicks by 50%
Result165% increase in clicks from variation recipients at 100% Statistical Significance*

 

Here are the two email variations:

 

ControlVariation

Note how we added the support engineer who helped with the ticket!

 

We updated the subject line so the customer would find this email in the same support ticket thread.

 

We also added a link to the ticket so the customer could review the ticket they were asked to provide feedback for.

 

The biggest learning is that it's important to personalize. Our customers have reached a level of sophistication that they expect a catered experience with us, even with a support ticket. Every little bit a marketer can do to personalize will result in huge wins from a marketing campaign.

 

*I'm a geek, so I like to track statistical significance for our AB tests. If you don't understand statistical significance, that shouldn't deter you from AB testing! Marketo's Email Program Champion feature is a simple way to prove yourself as a data driven marketer.

Hey all,

 

Wanted to share three ways I use snippets to make email design a lot faster! I am not trained in html design, everything I have learned has been on the job. The biggest disadvantage of not being well-versed in html coding is that it takes A LONG TIME to make something look good.

 

While email templates are definitely crucial, a lean startup needs to be wary of the cost/benefits: an extensive template library doesn't always provide the ad-hoc design flexibilities that our campaign owners are often looking for, and if you don't set up your campaign structure appropriately, it can be difficult to maintain all of them.

 

Using Snippets, I am able to store pieces of html design code that I often use, and keep them on a clipboard of sorts, to bring into emails as needed. Sometimes, you're going to want to add/update something minor to your email, that doesn't necessarily require an entire email template for.

 

Hack 1: Update Office Address

 

I'm creating an email blast for the DACH region, and I want to provide the German address. I also usually like to allow readers to select English if they want to!

 

If I set up my snippets correctly, I can then replace this section with the "german footer" snippet:

 

office_address_marketo.gif

 

The change probably doesn't deserve its own template, but the snippet lets me easily pull in this html quickly.

 

Hack 2: Image snippet for formatting and link consistency!

 

Here's another one we use to maintain image width consistency, and make sure we remember to add the CTA link to the image.

email_image_1_marketo_gif.gif

This is particularly great because you can create image restrictions (like max width), and have a border if you want.

 

Hack 3: Remove content using a Blank Snippet

 

Finally, I grabbed this idea from Grazitti, who use blank snippets with many of their email templates. Blank Snippets are great if you just want to hide a certain section, and when using a catch-all email template.

If you really want to get freaky with snippets, it's best to see emails as building blocks, with an email template that contains many editable sections. This allows you to put in assets or not. With blank segments, you can hide the sections you don't need.

email_blank_snippet_marketo.gif

 

Finally, if you are a scrappy marketer like me, here are some other email design resources that I recommend:

 

  • Litmus is awesome! Want to test your email design across a million platforms? Use this.
  • Sublime Text. Before we got really good at email tokens, I used Sublime text for all email html design, then pasted it into the Marketo editor. The biggest benefit is that the colors are way easier to see, and you have a bigger landscape to review your code.
  • Universal Tokens. Edward Unthank has *great* documentation on using Tokens to make your emails and landing pages super easy to implement. If you haven't, read his blog and posts first. There is some awesome stuff there. Here are some examples of what we use on the Universal level. This way, *regardless* of whether you have a million templates or not, you can update certain things in one place. Super helpful.
  • Program templates using tokens. Again, Unthank is the token champion here, and simply using tokens for email from email will speed up email design immensely! If you don't already, create program templates by channel, and clone those templates everytime you create a new asset. The programs below with the '!' in front are a couple examples:

 

Saludos!

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