Sailthru Services

Complete alignment for collaborative success

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  • Leverage Deep Expertise Partner with experts to guide customer retention strategy and drive ongoing optimization
  • Reduce Internal Resources Manage customer retention programs with minimal resource requirements with end-to-end operational support
  • Scale Your Organization with Confidence Grow customer retention programs with confidence, relying on Sailthru to provide expert
    guidance and ensure business growth and continuity

Service Offerings

Customer Success

Customer success is at the heart of everything we do at Sailthru because when our customers succeed, we succeed. Our experienced team of customer success managers (CSMs) work with you to optimize your retention marketing program and to drive quantifiable lift in your key performance metrics, ranging from today's clickthrough rates right through customer lifetime value. Your CSM serves as your dedicated point of contact and advocate across the Sailthru organization, providing training, product adoption and enablement, strategic guidance and best practices, and pulling in additional expertise when needed.

Customer Success service offerings

Account Management
Product Enablement
Partner Enablement
Sailthru Feature Adoption
Customer Retention Strategy

Account Management

Single point of contact to manage end-to- end customer success throughout the customer lifecycle; provides customer enablement and advocacy at all points in the partnership

Product Enablement

Enablement around Sailthru product capabilities, including hands-on guidance and access to product documentation and best practice guides and playbooks

Partner Enablement

Guidance to ensure success with third-party technologies and channel partners, including best practice sharing and technical support

Sailthru Feature Adoption

Full support to adopt the newest and most advanced features of the Sailthru Customer Retention Cloud

Customer Retention Strategy

Ongoing strategic and operational expertise to design and execute effective customer retention strategies

Client Strategy & Optimization

Customer retention is hard. Our Client Strategy & Optimization team provides a comprehensive set of services to help you optimize your customer retention strategy based on your unique and specific business needs. Typically hired from industry, client strategists leverage deep subject matter expertise and proprietary frameworks and methodologies to deliver deep analysis and insights, and to provide actionable recommendations to help you maximize customer lifetime value and, ultimately, your total enterprise value.

Strategic Business Reviews
Insights Workshop
Benchmarking Analysis
Historical Data Analysis
Activation Audit
Lifetime Value Assessment
Insights Center Custom Reports
Customer Retention Advisory Services

Strategic Business Reviews

Periodic reviews to assess the state of your customer retention mechanics, including a deep dive of your customer engagement data and actionable recommendations for how and where to optimize.

Insights Workshop

Interactive workshop designed to understand your business objectives, current marketing strategies and workflows in order to outline a tailored customer retention strategy while supporting product-specific tactics and leveraging data, analytics and customer engagement.

Benchmarking Analysis

Robust data comparing key marketing metrics—open rates, conversion rates, and others—customized to compare your performance against similar brands and business models.

Historical Data Analysis

Audit of client historical data to provide a deep dive assessment of cohort performance, behavioral trends, etc.; frequently performed during implementation to inform tailored strategies for the initial "go live."

Activation Audit

Deep dive analytical study into which products and messages convert browsers into first-time buyers, complete with recommendations for how to accelerate first-time purchase conversion moving forward.

Lifetime Value Assessment

Quantitative study of which customer attributes—acquisition source, demographics, etc.—yield the most profitable and highest value long-term customers.

Insights Center Custom Reports

Custom report and dashboard development in Insights Center and supporting data analysis to highlight topics and metrics specific to your business.

Customer Retention Advisory Services

Tailor-made strategic plans, recommendations and services designed to meet customer-specific needs.

Support

Sailthru’s Support team provides technical expertise and maintenance for the Sailthru Customer Retention Cloud, and is also equipped to help you troubleshoot more specific needs or questions you might have. Industry best practices are employed for ongoing performance monitoring and ensuring maximum reliability and scalability for your business.

Standard Support
Select Support
Operations Support

Standard Support

Support and account maintenance for the Sailthru Customer Retention Cloud

Select Support

Dedicated technical support engineer for customers seeking custom configurations and deeper expertise

Operations Support

Ongoing maintenance and support for your production instance, including 24x7 cloud monitoring and proactive performance management

Implementation

The Sailthru Customer Retention Cloud is designed to be up and running quickly so that you can accelerate time to revenue. Experts from the Implementation team work with you to design and deploy retention solutions that meet your requirements, integrate with your existing footprint and deliver consistent, personalized experiences across channels, devices and geographies.

Standard Implementation
Select Implementation
Sailthru Zephyr Training
Technical Consulting

Standard Implementation

Project management and technical integration support to complete your onboarding and initial launch on Sailthru

Select Implementation

Custom expertise for customers who require incremental implementation resources beyond Standard Implementation, ranging from custom plug-ins to multi-brand configurations

Sailthru Zephyr Training

Instructor-led and scenario-based course to empower developers and marketers to take full advantage of the power of Zephyr, Sailthru’s scripting language

Technical Consulting

Subject matter expertise on technical aspects of the Sailthru's solution and interoperability with other platforms, designed to meet your custom needs and accelerate your time to market

Deliverability

An effective email program starts with successful inbox delivery, but deliverability has many complexities, from governmental regulations, ISPs policies, and measurement of success. Sailthru's Deliverability team is comprised of industry-leading experts who maintain trusted relationships with ISPs and industry groups, proactively monitor inboxing trends and regularly advise on best practices to ensure you always maximize your inbox placement.

Strategy Best Practices & Advising
Deliverability Monitoring
Authentication Reporting

Strategy Best Practices & Advising

Strategy advising and best practice implementation designed to maximize inbox placement based on practices outlined by MAAWG, ESPC and IAPP

Deliverability Monitoring

Proactive monitoring of inboxing success, tracking subscriber engagement, identifying real-time issues and applying best practices to mitigate and resolve risks

Authentication Reporting

Authentication of senders through SPF, DKIM and DMARC to properly and effectively manage client reputations at the ISP level as well as to provide critical reporting and insights on deliverability health

Sailthru Academy

Getting your team trained on Sailthru’s Customer Retention Cloud speeds up your return on investment with Sailthru. Sailthru Academy Education is led by expert trainers who design, deliver and optimize strategy and best practice education sessions to onboard your team quickly. Training is delivered online, in-person and cover a variety of defined topics or can be customized to your needs.

Service Offerings

Training Webinars
Sailthru Academy Days: Fundamentals
Sailthru Academy Days: Advanced
Sailthru Academy Days: Strategy
Sailthru Academy Days: Technical
Customized Training
Get Sailthru Qualified

Training Webinars

A series of online webinars that provide an overview of the Sailthru Customer Retention Cloud capabilities and industry best practices

Sailthru Academy Days: Fundamentals

Instructor-led courses that covers introductory topics about Sailthru’s Experience Center

Sailthru Academy Days: Advanced

Instructor-led courses that covers advanced topics in depth about Sailthru’s Experience Center and Insights Center

Sailthru Academy Days: Strategy

Instructor-led course that covering key customer retention strategy drivers: defining and optimizing KPIs, testing best practices and segmentation techniques.

Sailthru Academy Days: Technical

Master the technical aspects of the Sailthru Customer Retention Cloud. This one-day, instructor-led course delivered by Sailthru's Product Team dives into our Zephyr scripting language, Personalization Engine implementation best practices, the most popular API endpoints, and hooking Data Feeds to your templates. All while peppering in a new feature or two!

Customized Training

Training tailored to your specific needs and use cases

Get Sailthru Qualified

Become Qualified on the Sailthru platform to showcase your skills and ability to deliver the greatest value from Sailthru

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Training Calendar

Core Curriculum

ST100: Sailthru UI Overview

This high-level overview of Sailthru technology allows you to get your feet wet before diving into our core curriculum! Learn how to get started with building lists, running queries, creating emails, as well as how to view our most popular reports.

ST101: Sailthru Lists

Lists are used to improve customer retention and campaign stickiness at every stage of the customer lifecycle. In this course, you will learn about the segmentation options and capabilities that Sailthru technology provides.

ST102: Sailthru Audience Builder

Audience Builder brings massive efficiencies to both List-building and ad hoc customer analytics. Whether you are a publisher building custom segments based on reader interests, or a commerce client looking for something more nuanced, this course will show you how Audience Builder can eliminate the need for complicated SQL queries or for “gluing” together data sets from various sources.

ST103: Sailthru Templates and Campaigns

In this training course, you will learn to build both transactional and campaign emails using Sailthru technology. We will also showcase Sailthru’s robust testing capabilities, as well as how to leverage personalized send time—Sailthru’s dynamic sending feature.

ST104: Sailthru Insights Center

Sailthru’s standard revenue and pageview metrics empower marketers to optimize their communications based on real dollars rather than just opens or clicks. Join this training session to learn about our reporting and analytics capabilities.

ST105: Sailthru Implementation Best Practices

At Sailthru, we believe that a user’s email and onsite experience should be customized to them, based on their interests. Horizon, Sailthru's unique behavioral tracking technology, allow us to gather an individual’s interests based on their browsing behavior within your website or mobile app. In this training session, you will learn about the power of Sailthru Horizon and how you can leverage the captured data once it is integrated on your site.

Product Adoption Series

ST201: Get Tactical - Drive Incremental Revenue with Sailthru Smart Strategies

Smart Strategies leverages triggers and Sailthru's API within a simple interface that allows you to effectively manage the customer lifetime journey. Build email and event tactics that automatically guide your users to the intended action. This webinar will showcase how to set-up Smart Strategies to mitigate user disengagement and drive incremental revenue.

ST202: Let's Get Personal - Personalize the Onsite Experience

Sailthru’s onsite products display relevant content to users when viewing a particular page. These tools are powered by Sailthru's Personalization Engine intelligence, which gathers data on users' individual interests, based on activity on your website, mobile device and tablet, all tied to each user's email address. This webinar will teach you how to best configure and leverage our onsite technology.

ST203: Introduction to Sailthru Prediction Manager

Sailthru is known for increasing lifetime value and page views by personalizing the customer experience across all channels with recommended content and products. Having the ability to predict customer behavior was the natural next step, and we’re the only complete marketing platform in the marketplace with this product. Join this training session to learn more about Sailthru's new revolutionary predictive technology, Predication Manager

Best Practices Sessions

ST300: Introduction to Deliverability

This webinar highlights the basics of email deliverability. We will walk through key concepts, discuss best practices, and hop into the Sailthru UI to showcase how to access key deliverability statistics.

ST301: Quick Wins - Driving Email Metrics that Matter

Approximately 66% of marketers focus on open rate as the primary metric for email performance analysis, but the most material revenue gains lie deep beneath surface metrics like opens and clicks. In this webinar, we will review actionable email marketing tactics designed to help you drive immediate impact to your bottom line.

Coming Soon! ST302: Ace that Test - Sailthru Testing Strategies for Results

The “always be testing” bug runs deep here at Sailthru, and we encourage our clients to follow suit. That said, all too often A/B tests are run in haste at the aim of driving quick wins, which can often have negative long-term effects. In this training session, we will share awesome tips, tricks and best practices that you need to employ before you deploy your next round of testing.

ST303: Tips and Strategies for Maximizing Email Deliverability

Your reputation for delivering timely and relevant content in the digital marketing word is critical. With all of the SPAM and irrelevant content reaching users’ email inboxes these days, it very important to manage your domain’s reputation so that your campaigns are sure to be delivered. If your reputation, content, and campaign set up is not flawless, you could get caught in spam filters. In this webinar, Ken Pfeiffer, Sailthru's Global Delivery Director, will discuss how to better understand email deliverability and will provide tips and tricks on how to get the best delivery out there.

Sailthru Academy Days

Sailthru Academy Days are live, instructor-led training sessions. They provide a true hands-on experience for clients and partners who want to learn to operate Sailthru's technology and understand how to best map our technology to real scenarios. These training days lead to a direct increase in optimizing lifetime value for consumer marketing efforts!

These sessions are offered every quarter in NYC, LA/SF and the UK. Each training includes a wide range of optional sessions so that you can participate in the components that make most sense for you. To find out more about Sailthru Academy Days, please contact us at sailthruacademy@sailthru.com.

To find upcoming dates, check out our complete training calendar above!

Custom Programs

If your preference is for a private, customized training session for just your team, we can do that, too! We offer paid training that is tailored to meet your company’s very specific use cases and needs.

Programs are designed based on multiple variables, including:

  • Team size
  • Marketing goals
  • Implementation of Sailthru
  • Existing expertise using Sailthru

To determine if a custom program is right for your team, please contact us at sailthruacademy@sailthru.com

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