Sailthru Services

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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

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Marketing Automation 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 Sailthru

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, 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 platform

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

Sailthru 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 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 Sailthru's 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 platfom. 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: UI Walkthrough

Sailthru enables you to seamlessly build and automate your lists, transactional, and campaign emails while providing robust analytics and reporting options.

In this webinar, you will learn:

  • About the different types of lists and how to build them
  • How to create transactional and promotional emails
  • Our various reports for tracking list and email performance
ST101: Lists

Sailthru uses lists to maintain segments of your user base that you can track and message across all channels.

In this webinar, you will learn:

  • The difference between Natural and Smart Lists for sending; Primary and Secondary Lists for reporting
  • How to create new lists
  • List reporting, including the List Ledger and List Growth Reports
ST102: Audience Builder

With Sailthru’s Audience Builder, you can easily harness the wealth of data across user profiles using a wide range of customizable criteria in order to build lists or reports.

In this webinar, you will learn:

  • How to create Natural Lists and dynamic Smart Lists
  • How to run a Snapshot Report for granular list reporting
  • Most popular use cases for both Ecommerce and Media businesses - using geolocation, purchase, custom, and email filters
ST103: Templates & Campaigns

Templates and campaigns house all of the code and content necessary for managing your marketing strategies, both for 1:1 triggered messages and mass-mail communications.

In this webinar, you will learn:

  • How to build both HTML and drag-and-drop visual templates
  • How to send triggered messages such as a Welcome Email or Abandoned Cart
  • How to set up Regular, Recurring, and A/B Test Campaigns
ST104: Analytics & Reporting

Sailthru provides robust reporting on your audience, user activity, and more, allowing you to better understand your audience and the performance of your Sailthru-powered marketing strategies.

In this webinar, you will learn:

  • User-related data, such as user profiles, lists, and snapshots.
  • Reporting for completed campaign and transactional messages
  • Realtime reporting on pageview and revenue performance
ST105: Personalization Engine

Personalization Engine powers your email, mobile, on-site templates for true 1:1 product and article recommendations.

In this webinar, you will learn:

  • How to add your onsite content to the Sailthru Content Library
  • How to build a data feed to power a template
  • How to match the most applicable content on a 1:1 user level

Product Adoption Series

ST200: Retention Analytics

Retention Analytics is Sailthru’s business intelligence tool for robust campaign and user level reporting, allowing you to analyze large, diverse datasets without time-consuming data integration.

In this webinar, you will learn:

  • How to access and take action on the most popular reports in Retention Analytics
  • Custom report creation for your specific business needs
  • How to automate reports to send right to your inbox
ST201: Lifecycle Optimizer

Lifecycle Optimizer automates individualized messaging to users across channels using insights and predictions from the Sailthru user profile to deliver timely, user-specific communications.

In this webinar, you will learn:

  • How to create a flow within Lifecycle Optimizer
  • The various actions you can take, including sending an email or adding a user to a list
  • How to send users down different paths for a truly unique user journey
ST202: Site Personalization Manager

Site Personalization Manager uses the power of the Sailthru user profile to personalize both content recommendations and overlays for a truly unique customer experience on your site.

In this webinar, you will learn:

  • How Sailthru can power your on-site user experience with recommendations and overlays
  • How to recommend the most relevant content to your users when browsing on your site
  • How to target non-subscribers with for easy user acquisition
ST203: Prediction Manager

Prediction Manager offers a series of user-level predictions of future behavior to tailor products and content to users based on their predicted values.

In this webinar, you will learn:

  • Who your most valuable users are based on predicted number of revenue and pageviews
  • How to proactively re-engage users before they lapse
  • How Prediction Manager can be used across your email, web, mobile, and social channels
ST204: Mobile Manager

Sailthru’s Mobile Manager is a marketing automation platform for engaging your mobile app audiences through highly targeted and personalized messaging.

In this webinar, you will learn:

  • How to create a unique digital experience to your users, across mobile, email, and on-site
  • The ease of sending a push notification and in-app message to your users
  • How to send to an audience based on geolocation, event, and custom user data
ST205: Zephyr

Zephyr is Sailthru’s sophisticated templating logic, allowing you to personalize your messaging based on custom user data as well as Sailthru interest data.

In this webinar, you will learn:

  • Best practices for utilizing Zephyr in email and onsite
  • How to use Zephyr in conjunction with a data feed for dynamic emails
  • About Zephyr functions to recommend content or products to your users

Best Practices Sessions

ST300: Introduction to Deliverability

Email deliverability best practices are extremely important for getting your mail into your users’ inboxes. Join this session with our Deliverability team to hear about the latest policies, regulations, and practices.

In this webinar, you will learn:

  • The four main criteria that make up your sending reputation to ISPs
  • The different kinds of spam traps that email blacklists utilize
  • How to use the Campaign Detail Report to investigate potential deliverability issues
ST301: 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, you will learn:

  • Actionable email marketing tactics designed to help you drive immediate impact to your bottom line
  • Why user retention should be a primary focus
  • Quick tips to improve the email metrics that really matter
ST302: Integrations & Partnerships

Sailthru works with 50+ of the leading technology providers and system integrators that extend the innovation and operational efficiency of Sailthru, allowing you to accelerate growth revenue, speed up time to market, and reduce costs.

In this webinar, you will learn:

  • What Sailthru’s partner program is and why integrations matter
  • How we integrate with top technology providers, such as Shopify, WordPress, and ZenDesk
  • How we approach new partnerships that matter to you
ST303: Tips & Strategies for Maximizing Email Deliverability

In this advanced training, our Deliverability team discusses how to better understand email deliverability and provide tips on how to get the best delivery possible, ensuring maximum inboxing to your users.

In this webinar, you will learn:

  • The most important factors in determining long-term success of your email program
  • What an email “roadblock” is and why they’re not recommended
  • How to avoid spam bots to help keep your list healthy and hygienic

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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