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Paul_Johnson
Paul_Johnson
Level 4
May 2, 2017
Solved

Email Bounce CRM Best Practices

  • May 2, 2017
  • 4 replies
  • 4737 views

I'd love to get some input on best practices of actions you should make take place in your CRM after emails start bouncing. Any ideas? Should I remove the email address? notate on the email field something like "this email address is invalid"? Create a new field in salesforce stating the email is invalid?

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Best answer by

Hi Paul - we've put together a new "Email Cadence" section on all leads and contacts that detail if they've opted out, if they have expressed explicit consent (especially if they're in Canada, EMEA, or other "opt-in" countries) and finally we are discussing an email status field. I recommend creating a separate pick-list field to do something similar. I'd use 3 options - "Net-New, Confirmed Delivery, Bounced" and sales is not able to email a contact until it moves to "confirmed delivery"

4 replies

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Anonymous
Accepted solution
May 2, 2017

Hi Paul - we've put together a new "Email Cadence" section on all leads and contacts that detail if they've opted out, if they have expressed explicit consent (especially if they're in Canada, EMEA, or other "opt-in" countries) and finally we are discussing an email status field. I recommend creating a separate pick-list field to do something similar. I'd use 3 options - "Net-New, Confirmed Delivery, Bounced" and sales is not able to email a contact until it moves to "confirmed delivery"

Darrell_Alfons2
Darrell_Alfons2
Level 10
May 2, 2017

Tabitha makes great points.

Yes, important to have a hard bounce field. And then create a data management trigger campaign that always listens for bounces, and then checks the hard bounce field.

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Anonymous
May 2, 2017

Hi Paul,

Here is a great resource from Kiersti Esparza about hard and soft bounce management for your Marketo instance. How to Manage Your Marketo Database for Deliverability

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Anonymous
July 6, 2017

It's good to create a list of email invalid/email invalid reasons or hard bounce 2x or 3x to be marketing suspended and a trigger to take them out of marketing suspended once they open an email or click a link in an email. You can also change a lead status field to be triggered off or a checkbox field to let the sales team know it's an invalid email.

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