Marketing Suspended

[Geoff_Krajeski1]

I've searched the community, with not a lot of success (yet), although I'm busy unburying myself from all the emails and follow up from Summit 2016 last week.

Regarding Marketing Suspended, can someone enlighten me a bit? 

My team is asking specifically about a bunch of Canadian leads that are Marketing Suspended (have yet to dig in).

1. Is there a Marketing Suspended Reason field?
2. Is there any other information that I can go off of as to why a lead would be suspended?
3. Can someone recommend best practice as far as if/how one would reengage these leads? My though was an operational email (small batches) that would speak to the effect of verifying/validating the lead's information...

[Geoff_Krajeski1]

One other question, which is key:

Is an operational email going to be sent to the contacts in the Marketing Suspended list?

Grégoire Michel Scott Wilder​ Sanford Whiteman​

[Grégoire_Miche2]

Hi Geoff,

Yes, they will be sent, as well as opt out. Only blacklisted and hard bounces will not be sent the operational emails.

-Greg

[Pavel_Plachky]

Hello Geoff,

according to the docs: Make an Email Operational - Marketo Docs - Product Docs , operational emails are sent to leads that have Marketing Suspended set.

Best,

Pavel

[Geoff_Krajeski1]

All,

Thanks for the replies.  As CASL implementation predates my time with my current company, it is a bit of an archeology experiment in finding out the hows and whys.

One thing though, when trying to see who of the Marketing Suspended in our Canadian partition are in SFDC I am running into a stumbling block as my smart list and the resulting Leads don't seem to be obeying the filters....

See my SFDC Type column in the view (second screenshot)

[Dory_Viscoglio]

Geoff, unless you updated your smart list filters since that screenshot was taken, you're using ANY filters. So you're saying if they're in CA, OR Marketing Suspended = true, OR they're a lead or contact.

[Geoff_Krajeski1]

They need a face-palm emoji on here

[Dory_Viscoglio]

Haha, I almost texted you to save you the embarrassment... But nope

[Geoff_Krajeski1]

Well, we all know what you were doing out at Summit over ppls heads

[Anonymous]

Geoffrey Krajeski​, just want to double check that you used the SFDC Type field under Lead Attributes. The one that's under Company Attributes is a different field (standard Account Type if I remember correctly) and that could be causing the error.

[Geoff_Krajeski1]

That would be correct.... using the one under Lead Attributes

[Anonymous]

We suspend leads and contacts from marketing emails during bidding (RFP) and contract negotiation periods. Many companies and governmental organizations with formal procurement procedures require that communications including marketing promotions are formally channeled through procurement to remove the possibility of collusion or anti-competitive actions.

[Anonymous]

If you are new to your instance, it's possible that someone set up Marketing Suspended for Canadian contacts after the CASL law came into action because they hadn't opted in. I have a program for my auto responder that looks at country / inferred country. If they are from certain countries that need a double opt in, then they are placed in Marketing Suspended unless they double opt in via my autoresponder.

I'd make sure you have the legal right to email them before you move them from Marketing Suspended...

[Grégoire_Miche2]

Well, I was under the impression that the contrary to Opt-in is supposedly Opt-Out

I prefer that Marketing suspended remains to be used by Marketing users for their own needs. If you use it for opt-in / opt-out process, how will you distinguish these from the "true" Marketing suspended?

-Greg

[Anonymous]

Hmm, I use Marketing Suspended for 2 reasons right now and I'll be adding a 3rd reason shortly:

- Making those people who haven't double opted in unmarketable. I wouldn't want to mark them unsubscribed when they haven't opted out, they just haven't opted in yet.

- I offer a 60 day marketing suspension in my Email Subscription Center so that people can choose to pause marketing emails.

Programs for double opt in marketing suspended and 60 days suspension have different logic so that the two aren't confused / don't overlap.

Eventually I'll offer the 60 day marketing suspension for sales to request from SFDC.

[Grégoire_Miche2]

Hi Christina,

The key is to log somewhere the supension reason so that why at any point in time a lead is suspended. For instance, a lead can be suspended because he is not opt-in and at the sale time because he is engaged in a open opportunity. This means that when the opportunity closed, you need to remember not to remove the suspended status if the opt-in has not bee done...

-Greg

[Anonymous]

I have a custom field for 60 day marketing email suspension. Then I have a processing campaign that looks for a trigger from that field and when it's checked automatically checks the Marketing Suspended field. That way my leads don't see the actual suspended field in case I've already selected it for some other reason.

I'm curious about the marketing suspended reason - what if you suspend them because they're in canada with no opt in and then they suspend themselves? Wouldn't the reason be overwritting?

[Anonymous]

Hey Christina!

You mention "I have a custom field for 60 day marketing email suspension. Then I have a processing campaign that looks for a trigger from that field and when it's checked automatically checks the Marketing Suspended field. That way my leads don't see the actual suspended field in case I've already selected it for some other reason." ---> Would you be willing to share your Flow steps for the campaign that tracks this?

[Grégoire_Miche2]

Hi Christina,

Good question. I do not know . Give it a try and let us know

-Greg

[Pavel_Plachky]

Hi Geoff,

Please note that Canada has a very strict anti-spam laws and you are not allowed to send unsolicited email to Canadian leads unless you have an existing business relationship or an explicit permission. It may be that somebody in your organization suspended marketing to anybody in Canada for whom they do not have an evidence of permission. Emailing those people, even with the pretext of verifying their contact details, can subject you to a significant fine.

If you do search on the community for CASL, you will find a lot of information about the subject.

Pavel

[Geoff_Krajeski1]

Thanks Pavel Plachky​.

I am VERY aware of the CASL laws as I helped my last company develop and enact their system for dealing with this scenario.

My main question was more on the reasons why a user may be placed on the Marketing Suspended list.