AEP: What happens when a Prospect turns into a customer?

[MattewGi]

Hi,

I am starting to work on adding Prospects to AEP and I had a question that I haven't been able to find an answer for:

If a Prospect becomes a Customer, is there a way to keep them off of future Prospect Audiences so we'll avoid treating them as a Prospect?

Thank you!

[jayakrishnaaparthasarathy]

Hi @MattewGi  - Good question, prospect are typically a stand alone profile with minimal identity resolution and it is often treated as anonymous profiles as well like ECID, partner data. We can see this prospect frame from two aspects, 1. Partner data from third party service or partnership data that you will bring into AEP by using exclusive prospect dedicative functionality (Class, field group, audience). It will remain as a Prospect and separate from known customer profile, as it uses different identity and class together. 2. Getting stand alone profile on anonymous identifies like ECID, any non authenticated ID's in to profile section until this identities getting stitched with other known identities (Email, CRM ID. etc ), this is also called as prospect profile. This is a very common and ideal scenario.

You just need to twist your segmentation accordingly to make sure your known customer profiles are not activated for any prospect campaign. Moreover, it is pretty easy to identity the known customer with their identity and respective attribute from the prospect. We can discuss more if you have exact use case or specific scenario where you want to keep the prospect off of from future prospect campaign. 

[MattewGi]

In our particular use-case, we're looking to avoid emailing someone on the prospect list that is now a customer.  Here is a scenario I put together to show this:

The first cycle contains 3 prospects and all 3 prospects are a part of an audience that receives an email.  Then on the next cycle, Name1 is now a customer and is no longer going to be a part of the Prospect Audience.

Since the Customers and Prospects are kept apart and Prospect audiences only pull from Prospect profiles and customer audiences only pull from customer profiles, how do I tweak my segmentation for customer profiles to avoid Prospects?

[jayakrishnaaparthasarathy]

Hi @MattewGi  - I hope you are leveraging the prospect functionality in AEP to ingest the partner record. My interpretation is that you will send the campaign email to prospect from the created prospect audience and they may come back as a customer profile (enriching) by converting as per the campaign. So, basically now they will seat on both the prospect and customer profile store. One way I could think of is that, Lets say you have a set of converted customer profile, so you may need to have a flag on your prospect schema something like "Customernow" or "Convertedincampaing" anything would make more sense to identity this converted profile from prospect campaign then you will need to add that flag on the segmentation to exclude those profiles. Unfortunately, you may need to do this outside AEP before you ingest the prospect data into AEP.

Thank you,
Jayakrishnaa P.

[kautuk_sahni]

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