Wonderful Product, Poor Customer Service
February 28, 2018

Wonderful Product, Poor Customer Service

Sule Arifagaoglu | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Other

Modules Used

  • Marketo Lead Management
  • Marketo Analytics
  • Marketo Sales Insight
  • Automation and Workflow - 400,000 Contacts • Marketing Calendar - 5 Marketing Calendar Users • Sales Insight - 70 Sales Insight User(s) • Search Engine Optimization - 1 SEO 500-Keyword Block • Custom Objects - 2 Million Custom Object Records • User Access Permissions - 25 Marketing Automation User(s) • API Calls - 50,000 Daily API Calls • Also includes: Program Analysis, Life Cycle Modeler, Native SFDC and MSD CRM Connector, Social Marketing, Events and Webinars, Online Support

Overall Satisfaction with Marketo

Marketo is often used in my organization by marketers and sales development representative (SDRs). We don't have scoring in place because we have adapted an account based marketing approach.

Marketers creates their email campaigns, webinars etc. SDRs use the sales insight plug-in in their Outlook, and we track their activities with this add-on.

We should give more and more value to nurture programs.

Pros

  • Great tool when compared to other marketing automation tools
  • Community page is really good - I always check the community before opening up a case, and most of the time find the answer!
  • SSL Team is great! Karl Schneider and his team are excllent!
  • Power of Smart Campaigns!

Cons

  • Horrible Customer Success team, you guys are really lucky to have great product but I strongly suggest you to address .
  • I always need to send 2 emails (most of the time 3 emails) to remind them to get back to me. Generally, they don't get back to my emails which isn't pleasant customer experience while a c-level person waits for an answer. It is not good
  • You need to put together different kinds of training sessions
We were providing only perpetual services two years ago, but now we also support cloud services. That's why we are trying to increase our revenue with existing customers. We are already leader in our business.
  • Best in the market
  • Ffits the company culture easily
  • Not many integration problems
I love marketo because I (mainly :) ) can figure it out how to use it. Marketo usage will be defined by your business needs. This is the beauty of it.

Adobe Marketo Engage Feature Ratings

Dynamic content
9
Ability to test dynamic content
8
Landing pages
9
A/B testing
9
Email deliverability reporting
9
List management
9
Triggered drip sequences
8
Lead nurturing automation
7
Data quality management
7
Automated sales alerts and tasks
9
Calendaring
6
Event/webinar marketing
8
Social sharing and campaigns
6
Social profile integration
6
Dashboards
5
Standard reports
6
Custom reports
5
API
8
Role-based workflow & approvals
8
Customizability
8
Integration with Salesforce.com
8

Comments

  • Julie Perino | TrustRadius Reviewer
    Hi, Sule - Thanks for your review and I am sorry to hear about your experience with our Customer Success team. I will be alerting our Customer Success leadership team and ensure they get in touch with you shortly. Best, Julie Perino Sr. Director of Customer Marketing Marketo

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