Best Practices for Effective Campaign Management1

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Tenzing designs, deploys and fully manages IT infrastructure for organizations running mission-critical Ecommerce, SaaS, and Enterprise Web applications. We work collaboratively with customers to achieve their goals through our award-winning approach to IT service management and a comprehensive portfolio of services.

Company Highlights

• Founded in 1998, privately owned• 450 customers (15% in the US and abroad)

• Tenzing clients power some of the world’s most recognizable brands

• Certifications: SSAE16, ISO 27001, PCI compliant• Variety of dedicated, Cloud and Private Cloud

environments• Consistent double digit growth: last 5 years• 80 employees (75% dedicated to service delivery)

Corporate Overview

Coca Cola, February 3, 2013

Average page

load time of 6

2

seconds

Ghosts of Christmases Past

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• 47% of consumers expect a website to load in 2 seconds or less.

• 40% will abandon a website that takes more the 3 seconds to load.

• A 1 second delay (or 3 seconds of waiting) decreases customer satisfaction by 16%.

• 79% of shoppers who are dissatisfied with website performance are less likely to buy from the same site again.

• 44% of online shoppers will tell their friends about a bad experience online

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Agenda

• Security Preparedness

• Campaign Management & Forecasting

• Performance Testing

• Change Management

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Data and Infrastructure Security

• Patch your Servers (or approve your vendor to patch them)

• Ensure ports on your servers are not open unnecessarily

• Limit Access to your environment • Dedicated usernames and passwords• Review your user list regularly• Rotate passwords regularly • Implement a Strong Password Policy

Denial of Service Attacks

• Understand your Infrastructure Provider’s DoS response policy

• Invest in a DoS Mitigation Service• Always On• Pre-staged

• Test your Incident Response Plan

Email Campaigns

• Treat all campaigns like an application launch

• Segment your campaign into blocks

• Limit us of media

• Communicate to stakeholders

• Develop an Incident Response Plan to address problems and monitor your campaign closely

Promotional and Discount Codes

• Do not use new discount structures during your peak periods

• Test all discount codes before use

• When testing:• Regression testing (test combinations of

codes)• Develop test cases which satisfy and break

the discount rules• End User Testing

• Keep a code library of discount codes • Who can use them• When• On What

Capacity Assessments

• Start by projecting traffic

• Be aware of all Single Points of Failure

• Review current performance/capacity across your infrastructure

• Understand your Infrastructure Provider’s ability to add capacity

Load Testing

• Complete a Load Test after major changes to your application and prior to peak periods

• Identify Test Scenarios

• Communicate Testing to your infrastructure provider and Third party vendors

Stop Making Changes

• Establish a cut off to make non-emergency changes, be disciplined

• Communicate your freeze dates to all Stakeholders

• Understand your Vendors’ Change Policies