It's a great deal of effort to design a relationship marketing campaign, from the first brainstorming of business goals, to the user experience designs, through to the final creation of communication pieces and the media planning. It's critical not to let that careful thought go to waste as you are about to head into market.
The campaign management playbook is where all of the operational specifications sit in one well-structured document. The playbook includes the segmentation specifications, and how segments are computed at registration time, or from the database. It maps out the communication plan by segment, and the business rules for determining under what conditions each communication is sent. Also included are the fulfillment requirements for each communication, and each testing plan.
The playbook should not be massive or burdensome; 10 to 25 pages, including figures and tables. This is the necessary script that all vendor partners must follow, so put time into a clear design.
Having this playbook is critical to insuring that when executed in market, your relationship marketing program brings the consumers or healthcare professionals have the experience that was designed.
Is this topic a bit dry? Sorry about that; but the intention with playbooks is to avoid the excitement of in-market mistakes later.
