Best Practices for Effective Campaign Management

1. Best Practices for Effective Campaign Management

2. Corporate Overview • 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)

3. Coca Cola, February 3, 2013 Average page load time of 62 seconds

4. Ghosts of Christmases Past

5. 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

6. Agenda • Security Preparedness • Campaign Management & Forecasting • Performance Testing • Change Management

7. 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

8. 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

9. 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

10. 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

11. 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

12. 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

13. 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