Customized Multi-channel Marketing - hosted by L2

L2 had a hand in a recently co-authored SIIA Whitepaper

(http://www.l2soft.com/Download_whitepaper.htm) 

It is on the importance of Servce Level Agreements to SaaS providers and consumers.  Helen Eliadis, our Chief Financial Officer, was the main guru on this one to discuss the SLA best practices and standards. 

It’s great that we have another source to expose people to L2 and our product (Fuse, the Software as a Service marketing platform…..hey, I am in Sales, I have to shamelessly plug).  It’s just a matter of dealing with the behind the scenes work as usual on tracking the responses.  Can you tell yet from all these projects we’ve been blogging about that there’s quite a bit to track??  We’ve been sending out so many campaigns, I’m amazed at how we’ve been keeping them all in order with Salesforce.com and Fuse!

Anyway, on our corporate site, we allow people to view this recent whitepaper after they fill out a contact form including the best time to contact them.  After they fill it out, they get to read the whitepaper and receive a confirmation page that we’ll be contacting them soon. 

On our end, this means that we need an email notification sent when this contact form is filled out.  We noticed that the type of people who respond aren’t neccessarily the same type as those that respond to our campaigns.  We have decided not to reach out to these people, even tho we have thus far set the expectation that we’d be calling or emailing them. 

In addition, we’ve also had a couple people write comments to Helen after they’ve read the whitepaper, so then the issue became whether or not she should respond to those.  It’s the Sales team that deal with the prospects and I don’t know about other CFO’s but ours doesn’t normally talk to customers.  I think for future white papers, we need to think about how we want to deal with the responses and who is responsible for responding.  Recently, we decided that Helen should still receive the comments and have a chance at responding, but the response will be assigned to a Salesrep to answer on her behalf. 

Just when you think you have a process down, something always seems to change again.