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Recent Sugar Market Updates

Customer Roundtable Review

John Zilch
2 minute read time

Hi all.  A big thank you to all those who took part in one (or both!) of our customer roundtables last week for Sugar Market!  It was really great to get together, share ideas and learn from each other.  We have our sights set on improving preference management and our form technology and the learnings we collected from customers was absolutely fantastic.  In the event that you missed the events, here is a summary of some of the takeaways.  If you'd like to be part of the next roundtable, join our user group and you'll receive the invite.  If you'd like to chime in on the topics below, please do in the comments section.  Thanks!

Event 1: Better Preference Management

Date: May 24, 2023

Overarching questions: How does your company manage audience preferences or subscriptions today?  How might we make it better?  

Top Takeaways: 

  • Guarded Watch is a major impediment for customers
  • Customers are craving a shared preference model across CRM-Marketing Automation
  • Preference rules have been helpful to some customers looking to evolve off of global unsubscribe.
  • For customers under CASL regulation, would need an attestation and proof in order to toggle an opt-out flag.

Event 2: Smarter Form Technology

Date: May 25, 2023

Overarching questions: How does your company leverage forms today?  How can we improve our form technology to help you further engage with audiences?

Top Takeaways: 

  • A high priority on forms is conditional fields.
  • Conditional fields would be more valuable within the live form experience rather than a customer revisiting the site (aka progressive profiling)
  • The publication process for forms is arduous and time-intensive.  Would greatly appreciate slimming this process down. Also updating a form shouldn't require a republish (universally agreed upon).
  • Multi-select fields are also important.
  • Customers often use various tools to enrich address fields
  • Field mappings was also well discussed, with suggestions of items such as auto data filling and global field mapping management.

Thanks to all who provided their time and insight!  See you at the next one.