SAP Emarsys

Easy to use, efficient, programs that run on its own, knowledge and know-how gathered from a huge amount of companies and countries, data driven marketing tools that reach out to the clients with the proper message at the right time, easy and quick support, great account manager who is dedicated and engaged in making sure the tools are being used in the best possible way, lots of interesting seminars/reports/educations (that I never take the time to listen into, but I will, someday...)

Automation Program - good interface Customer Success Manager - extremely helpful, invested, friendly, supportive Advanced Tactics - look incredible if we could get to the point where we could use them Relational Data - crucial to our business, allows for powerful personalization Support Team - although basic Support is limited, the Solution Architects we've worked with have been excellent

Strong AI and personalization capabilities: The AI tools deliver highly relevant and effective automated journeys that have improved our overall business results and customer loyalty. Strategic account support: Having a dedicated customer success manager who works with us to set and monitor KPIs has made a huge difference in achieving measurable results. Constant product innovation: The platform is constantly updated with new features and best practices that help us stay ahead in a fast-changing marketing landscape.

Previous account managers have had too little knowledge about the practical use of the tool, the business reviews we had were mostly about overall strategies and benefits of using specific programs. The current account manager we have is very much hands on and is very familiar with using the system and can practically help us set up new programs or review existing programs. The danger with Emarsys is that you get comfortable with your automation programs/tactics and that you dont work actively with them. You need someone (a person) to push you and to review your work from time to time. The price is high compared to competitive solutions on the market. The development of easy to use, good and data driven CRM systems is going so fast and there are very good options available today, for a lot less money. The amount of options you can use with Emarsys is huge, maybe sometimes too much? I feel like I have bought a Porsche car that I am using only in gear 3. Maybe it would be a good idea to split some of the functions and make it possible to buy less and to grow into more functions as you develop as a company? I believe that would make you competitive in the market, making it easier to enter as a client for a lower cost and then grow with Emarsys. For us as a client it would be amazing to be able to pick some functions as a starting package.

Reporting - Weak across the board. No overall dashboard for campaign metrics. Impossible to aggregate some metrics, such as click tracking across an automated campaign. All data goes into Big Query but our BI team has found it extremely difficult to identify key metrics. Revenue attribution - No way to determine what products are purchased from which campaign Web Channel - Absolutely oversold to us; very basic; limited capabilities; almost impossible to track metrics User Interface - Impossible to organize lists/segments/programs Forms - extremely limited; unattractive out-of-the-box and impossible to re-format. Limited capability for progressive profiling. Segments - What is the purpose of the segments AND combined segments, it's ridiculous and cumbersome

Learning curve: Some of the more advanced automation features require time and training to fully master. Complex reporting setup: While simple reporting is powerful and easy to use and understand, customizing dashboards or combining data views can be less intuitive. Integration Timelines: Integrating new data sources or tools can take longer than expected, especially when multiple systems are involved.