Progressive profiling and email address change

[Anonymous]

Hi Community--

We are witnessing the following issue:

A known lead visits a second (or third, fourth, etc.) form. On that second form, in addition to having progressive profiling questions enabled, the Email field is available for updating as well, in case that lead's email address has changed since the last time they visited us, e.g. change company, new company domain, etc.

However, if this lead does change his email address, another lead is created instead of having that second form-fill-out tied back to the original lead. This is causing major headaches because now we have two lead records instead of one and the activity history is now split between two different leads.

I understand that Marketo looks at email address is the unique identifier, but what about Marketo's cookie tracking? Isn't this how Markto identified this unique lead in the first place?

Does anyone have insight on this issue?

Thanks,
Hoi

[Anonymous]

Never allow them to update their email on a form.  Marketo is set up to do just what it is doing.  You could have a field for Email Address2, but definitely they should not be able to update their email address or you will always come away with two different records.

[Anonymous]

Marketo is going to set this up as a new lead because of the new email address -- often times people forward emails and those get clicked through, so there isn't a guarantee that it is the same person filling out that form.

[Alok_Ramsisaria]

There is a way around where you can capture the new email ID, without changing the cookie. Needs some custom coding but will work perfectly. Are you currently using any application for duplicate emails like Ringlead?

drop a line at alok@grazitti.com, if you would like to discuss