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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Triallists who become ...
Customer experience | Sales, Customer Insights,...
Suggested Answer

Triallists who become customers part way through a customer journey

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Posted on by TigerDuck 35

Hi there,

I'd like to set up a customer journey for triallists that excludes those who go on to buy the product at any point through the trial period.

So we have a webhook pulling in data of new triallists and one for new customers. Dynamic segment would look like "New triallists" excluding "new customers."

However, will D365 assess that segment as the journey progresses so that if someone buys the product part way through the trial, they will no longer receive the triallist nurture email flow? 

Thanks,

Rosemary

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  • Suggested answer
    Nya Profile Picture
    Nya 29,060 on at

    Hi Rosemary,

    Once a contact has been processed by a customer journey, the contact cannot be excluded from the process just by removing the contact from the segment.

    So it is recommended to set your customer journey as a recurring one.

    It will restart to check the audience by the Recurrence Interval you set.

    pastedimage1653457415826v1.png

    Here is the documentation of how to set up a recurring journey.

    However, the minimum value of the Recurrence Interval is 1 day, which means if a contact buy the product, the contact will still be processed by the journey on the day.

  • TigerDuck Profile Picture
    TigerDuck 35 on at

    Hi Nya,

    Thanks. I'll read this through.

    However is this an alternative -

    If I set the journey up in Realtime Marketing and use a dynamic suppression segment, would this also solve the problem of a triallist who needs to be removed from a nurture journey due to becoming a customer before trial the ends??

    Thanks,

    Rosemary

  • TigerDuck Profile Picture
    TigerDuck 35 on at

    Hi Nya - I'm finding the recurring journey concept harder to understand in this context. Does it push the customer through from the start of the journey each time? Thanks

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