Creating a complex smart campaign for customer reviews in Marketo

[Iqbal_Alvi]

Hi everyone,

I want to create a smart campaign for customer reviews. The idea for this campaign is that whenever we acquire a new customer, it will send a series of 3 emails to that customer when he/she has been using our product for two months. This will be the trigger (two months from subscribing to our product). We have Salesforce and the data about a customer being 2 months old can be taken from there, if not from Marketo directly.

So the smart campaign I want to setup will be triggered whenever a newly acquired customer completes its two months of using our product, and then shoot the first email of the three, asking them about to review our product on an online review platform. Here is the scenario:

If the customer doesn't click on anything within the email (there are links leading to the review platforms) or doesn't reply to the email, then they will receive the 2nd email, and similarly, the third email. This is where the email series will end.

It will have tokens for customer name and product they are using (we have multiple products).

I am not that good at using Marketo, but at least I know the basics, so it'd be great if someone can walk me through this.

Awaiting responses for solutions,
Best,

Iqbal Ahmed Alvi

[Paul_Johnson · Accepted solution]

Iqbal,

You can do this in multiple ways. One way:

Run a single trigger campaign. Trigger being when they sign up.

Flow steps are as follow:

• Wait 2 months
• Remove from flow if they aren't an active customer (if they have cancelled in that period)
• Send email 1
• Wait (however long until you'd like to send out email 2)
• Remove from flow IF they clicked on email 1, or if you're using an email mining tool like Siftrock, you can also take them out if they replied
• Send email 2
• Wait (however long until you'd like to send out email 3)
• Remove from flow  IF they clicked on email 2
• Send email 3

[Iqbal_Alvi]

Thanks, Paul.