Automatic emails based on customer behaviour?

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mattseh

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Apr 6, 2009
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It occurred to me that a SaaS owner could write out a bunch of emails based on a set of rules, like:

User's account is 7 days old, user has made less than 3 (projects etc).

User is getting poor results, because of (common mistake)

Is there a name for this? Are there any good resources about it?
 


That's pretty standard in any CRM, isn't it? Not sure what it's called though -- conditional e-mails?

Even my CRM package has that base functionality, with Mailchimp integration as well. Needs to be built out a bit more, but does the job at the moment.
 
Kiopa_Matt said:
That's pretty standard in any CRM, isn't it? Not sure what it's called though -- conditional e-mails?

Even my CRM package has that base functionality, with Mailchimp integration as well. Needs to be built out a bit more, but does the job at the moment.
Click to expand...

Can you give some examples of what it's used for? It doesn't seem technically difficult (a bunch of database queries and email templates), but I imagine that it could easily go wrong, could seem overbearing or annnoying.
 
For example, what I do is when you download my software, you're automatically added to a Mailchimp list. After 5 days, you're scheduled for a manual followup to see how you're doing with the software. Once a day, I just quickly go through the list of pending followups. I don't send automated, in case I've already been in contact with that person. After 30 days, you're moved off the "fresh" Mailchimp list to a different list.

For another example, client of mine owns a small online payment processor. If you signup, but don't make a deposit within 7 days, you get an e-mail. Another few common ones are credit card is about to expire, monthly payment coming due in X days, etc.

Or if wanted, take a look at my Demo Admin Panel, and go to the Settings->Notification Settings menu. There's no timed messages there, but literally every e-mail my software sends is conditional. Leaves it open-ended for the administrator, so they can have whatever e-mails they want fired off at any time they want.
 
There called transactional emails and tons of companies offer this. mostly used in ecom

mandrill from mailchimp is something you prob wanna look at.
 
mattseh said:
It occurred to me that a SaaS owner could write out a bunch of emails based on a set of rules, like:

User's account is 7 days old, user has made less than 3 (projects etc).

User is getting poor results, because of (common mistake)

Is there a name for this? Are there any good resources about it?
Click to expand...

WTF didn't I specifically tell you to make sure to install these?

There are two types of emails for this, either transactional or lifecycle emails. They both serve distinct purposes and can really boost your LTV and lower your churn rate if done correctly.
 
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