No problem, Christina! I would agree that the implementation process for us has been hit or miss. Lots of delays and lack of communication on their end. But fundamentally the connection between the two tools is fairly simple - just another database sending data to Marketo - so I'm not too worried. We also were not given admin access but this will be changing soon.
Our Gainsight instance is focused on both contacts and accounts but perhaps this is not the norm? I'm not involved with the implementation side of things so we may be doing something different here. Once we kick off for real in a few weeks, we'll be emailing new users to our product (syndicated research database) a welcome stream. We will also be doing basic account work such as billing but that I guess would be by account, associated with the key user we have designated to the account. We obviously plan to go much bigger in the future but for now we just want to make sure this type of automated communication works for our account teams.
Yes you have the right set up for your campaign. I definitely have no idea how an API works though! To start, we set up campaigns in Marketo with the smart list you have above - label them to find more easily in Gainsight - and then set up the "play" in Gainsight with the campaign from Marketo.
We have done some very small scale testing. However instead of doing an email campaign, because we haven't found a way to actually test emails without sending to live users, we set the campaign to just add user to a list, rather than an email, to make sure the data was coming over. We are ramping up over the next few weeks on this and I'll reach out if I find anything useful for you. Please keep me in the loop on your progress as well!
Thank you!
Lauren
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