For various reasons, I’m navigating my first experience transitioning away from a #Salesforce #Pardot, and it has been a reflecting moment that left me with mixed feelings.
Seven years ago, I started my journey with Salesforce—a platform I grew to admire deeply. Over the years, I’ve been an advocate, a fan, and a proud member of the Salesforce community. The onboarding experience, the support, and the belonging I felt when transitioning into the Salesforce ecosystem were remarkable. It set a standard for what customer experience should feel like.
However, the departing journey is a surprise. When we informed Salesforce #Pardot of our decision to leave, I thought there might be a note, “We’re sorry to see you go,” or even practical advice, like how to preserve your Marketing Cloud Account Engagement data in case you return - something as simple as “We’ll welcome you back with open arms should you decide to rejoin us.” Yet, there's been silence in the past 7 days since our announcement. No email. No phone call.
As a marketer, I think a lot about customer lifecycle management and CX. It’s a surprise to see such a prominent organization, Salesforce, miss a crucial final touchpoint.
Companies invest so much in acquiring new customers and winning back previous ones, but why is the experience for those leaving often overlooked? A positive offboarding process leaves the door open for future opportunities. It ensures the departing customer remains an advocate—even from the outside.
Moving away from #Pardot (still my favourite name) to a new product doesn’t erase the admiration I’ve had for #Salesforce. But this experience has been a powerful reminder of the importance of valuing every stage of the customer journey—especially the end.
To my fellow marketers, sales professionals, and leaders: Every departure is an opportunity to win them back now or later. Let’s make it a good one.
Happy Birthday Dan, your like me, not getting older but better!! Hope it was a great day