Task Overview

What: Automated and personalized follow-up communications

When: Triggered by customer actions or timeline

Who: Customer Success EA/Marketing Assistant

Time Required: 30 minutes setup per sequence, 15 minutes daily monitoring

Prerequisites

• [ ] Email automation platform access
• [ ] Sequence templates library
• [ ] Customer segmentation rules
• [ ] Trigger event definitions

Step-by-Step Process

1. Sequence setup
   • Define trigger events (trial signup, purchase, etc.)
   • Select appropriate email template
   • Customize content for customer segment
   • Set timing intervals between emails
2. Content personalization
   • Add customer name and company details
   • Include relevant product information
   • Reference previous interactions
   • Add appropriate call-to-action buttons
3. Performance monitoring
   • Track open and click rates daily
   • Monitor unsubscribe rates
   • Identify drop-off points in sequence
   • A/B test subject lines and content
4. Optimization and updates
   • Update sequences based on performance data
   • Refresh content quarterly
   • Remove non-performing emails
   • Add new sequences for emerging use cases

Quality Standards

• [ ] Personalization elements accurate
• [ ] Mobile-optimized email formatting
• [ ] Clear, compelling call-to-actions
• [ ] Unsubscribe rate below 2%