First Take: 7 Killer Features in Marketo’s Customer Engagement Module

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First Take: 7 Killer Features in Marketo’s Customer Engagement Engine

Marketo just launched its Customer Engagement Engine today in a webinar to customers and other marketers. I’ve seen the module before but it has certainly evolved over the past few months.

What’s this new module all about? Marketo has built it to help marketers keep the communications with customers relevant while providing reporting to let us know what is working and what is not. It’s the next generation of lead nurturing—engagement marketing.

customerengagementlifecycleFor existing customers, the Customer Engagement Engine looks like a pretty big enhancement but expect some process change. For old school Marketo users, we all remember the additional work to convert campaigns to programs–one step back to take many leaps forward. I don’t expect the Customer Engagement Engine to be quite an effort investment but it does look like a game changer for how we approach lead nurturing.

First off, some new terminology. Marketo now has “smart streams” which are basically nurturing tracks that rollup into the module for reporting. Use a nurturing stream to target leads from a product set, a persona, an industry or anything else.

There’s more and I may be missing a few, but here are my top 7 highlights of the new module.


Drag and drop content into the nurturing stream

1. One Module for Nurturing. Marketers can organize all of their nurturing in a single location and get reporting insight. When you CEO asks, “what are the results of all this nurturing?”, you’ll now be able to give that answer a little easier.
2. Ability to Add Fresh Content. Have a great new whitepaper you want everyone to see but leads are at varying stages of their nurturing track? The Customer Engagement Engine lets you drop a new piece of content into the stream so everyone receives that email the next time the stream sends an email. It’s kind of like when you play a song on the jukebox and you get the option to play yours first for a dollar (except you don’t have to pay the dollar in this case).
3. Shelf Life Content. Related to the previous point, what if you have a webinar coming up in two weeks you want to promote across your streams? You can not only bump it up to #1 in the queue, you can expire it so it will never send again after a certain date.
4. Put Limits on Emails Sent. Tracking how many emails leads receive in a given timeframe has been virtually impossible. To help stop over marketing, the Customer Engagement Engine includes options to limit the amount of emails someone can receive in a given time period.
5. Know When You Run Out of Content. So your 6-week stream ends, now what? Marketo provides information on leads in streams that have exhausted content. As a marketer, you can then drop them into another stream or send them other targeted content.
6. Skipped Content. This may be my favorite feature.  Let’s say John has already downloaded ABC eBook but that’s sitting in his nurturing track for week 3. Today, you would have to write all kinds of if/then logic to make sure John doesn’t get the same content twice. On the flipside, some may argue that  repetition helps and John should receive it again. Either way, you now have the option to do either easily.
7. Slick New Analytics. The are so many nice new insights the new module offers but I will focus on one—the “engagement score.” Today you have to sort through open rates and clicks rates to analyze a piece of content’s success. This can be a very tedious process. The Customer Engagement module provides a proprietary “engagement score” that roles up click throughs and other interactions. Have that same eBook in separate streams? You can easily compare how content performs in one stream vs. another.


New Analytics show content engagement so you can replace content when it’s not performing


See the Complete Webinar as with Michael Berger, Director of Product Marketing, and Cheryl Chavez, Director of Product Management


Josh Verrill

Services: Strategy, Assessment, Ongoing Services

“RevEngine Marketing has helped Dyn reach amazing results. Within 60 days, REM helped Dyn establish repeatable best practices to improve marketing efficiencies over 50%. That enabled our business owners to focus on the business, not on our system.
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Clavis Insights

Helped find the gaps in Solix marketing process to put on path for 5X improvement.


Created efficiencies reducing webinar setup time and other programs by 50%+.

Reduced reporting time on key video watching program by 10x. Insights now take minutes as opposed to hours.

Clavis Insights

Established best practice program and landing page strategy to streamline ongoing marketing as much as 50%.

Provided vision into marketing influence by creating multi touch attribution model to measure the impact of various touch points.


1. Created marketing efficiencies reducing day-to-day workload for select campaigns by 30%+.

2. Identified approx $1 million+ in bad/old data to cutting Marketo license costs, improving personalization and boosting marketing results.

3.Streamlined Marketo performance 30%+ with in-depth performance audit to disable old campaigns, eliminate unnecessary fields and optimize CRM sync.

4. Improved nurture journey reducing staffing 1/4 resource (or $25K) the time of sending manually.


Created efficiencies reducing webinar setup time and other programs by 50%+.

Reduced reporting time on key video watching program by 10x. Insights now take minutes as opposed to hours.


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Boost engagement by 167% including a 12X single day improvement leveraging a Triple Touch Methodology.


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Develop a Second Chance nurture strategy to boost engagement 2X for previously unconsumed content.


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