Hey yall! How’s everyone managing customer communications? It seems like we have a lot of different teams and departments trying to reach out to customers using various systems (marketo, outreach, totango, etc). While improved planning and journey mapping can certainly help us stay ahead of this, we also have a communications calendar to identify any overlapping messages or audiences. I’m curious to know if anyone is approaching communications governance in a different way.
Hi Mason. We had to create a comms task force and strict protocols (along with a universal calendar) to tackle this problem. Happy to walk you through our process. It wasn't perfect, but it got us to a better place.
Mason- I would start with an inventory of all customer comms that go out. I think people would be shocked. Include those that are automated, for example, the email someone receives when they get their log in info.
The spreadsheet would include technology used, about how many times per month or quarter a comm is sent, type of comm and open rates.
Depending on how accommodating people are, I would suggest looking at the actual emails for tone of voice, visual, was it written by a developer…
Finally, the actual health of the database would be important to look at. In most cases it’s just OK as nobody really owns it. These are customers and just ok should not be the goal.
That’s where I come in and happy to do a free customer contact database health assessment for your company.
