MarCloud’s mission, values & principles

MarCloud's Mission Statement

To bring together the most passionate and competent Salesforce marketing professionals in the space to make businesses more competitive through the effective use of Pardot, Marketing Cloud and Salesforce CRM.

Some of our core beliefs

• Knowledge should be shared.

• We do not like or suggest duplicate records in accounts (only in certain cases e.g well-thought-out business units).

• We believe as a rule of thumb, prospects should be created in Account Engagement (Pardot) first.

• We believe Marketing Cloud forms should be used as a data entry point for all prospect marketing activities (unless there are processes or data that suggests otherwise).

• Purchased data, on the whole, is not good and we cannot guarantee the best results with this approach. Inbound marketing and highly targeted campaigns are always more effective long-term.

• Spending good time on drawing visual maps helps align teams on the logical approach. This planning phase is an investment for future success. 

• Rehearsing real-life scenarios is often the best sense-check of a plan and how effective it might be in practice. 

• We align with best practices whilst considering our clients' way of working. We approach projects with an open mind proposing our approach but are open to criticism and will adapt to a client's changing needs. The goal is to collaborate on long-term, scalable solutions.

MarCloud Values and Principles

These values and principles apply to everyone at MarCloud, regardless of role, age, or seniority:

1. Always be transparent

   • We don't keep secrets. We share our knowledge and thoughts on up-to-date releases for Marketing Cloud products on our MarCloud blog.

   • We make clear what we know and let clients know when we don’t know. In these instances, we explain how we will fill the knowledge gap. 

   • Our client-facing documentation shows our way of thinking and approaching problems. We’ll always explain why we’ve done something or approached a problem in a particular way.

   • Internally, we promote open and honest feedback! We’d rather people tell us what the problems are rather than sweep them under the rug. We use a tool called Friday Pulse to keep track of happiness in the company which also includes feedback functionality to improve how we work.

   • We do not use sub-contractors for Salesforce clouds or Marketing Cloud consulting. It’s important that our solutions are delivered from MarCloud IP and not from a third-party. 

   • Our thought leadership approach really shows we’re among the best in our field. Our blogs, webinars, content downloads, and other resources are always aligned with best practices so clients can be sure we’re the right people for the job.

   • Our timesheets are always shareable with clients on-demand. Internally, our team is trained to log time accurately, honestly, and fairly.

   • If there has been a failure, no one internally will be penalised if they own up to their mistakes. It’s important we identify the problem, provide a solution and strive for excellence.

2. Stay curious and enjoy problems

   • We are always thinking about how to implement the smartest solutions, even if it means developing new solutions to enable this, like the Pardot Business Card Scanner.

   • Our consultants in MarCloud Consulting are encouraged to provide ideas and suggestions for MarCloud Technologies.

   • Not all problems have immediate answers which is why we approach problems with a natural curiosity so that creative solutions can be born. Our team are encouraged to think about what we 'could' do, then propose what we 'should' do.

   • MarCloud value people who are naturally curious and we lean toward hiring people who are obsessed with the need to learn and explore innovative solutions over someone with a lot of experience but who is set in their ways.

   • We enjoy being around several Salesforce Marketing Champions in the business!

   • Our #Solutioning Slack channel is one of the busiest channels at MarCloud, allowing consultants to collaborate and swarm problems.

3. Always use common sense

   • Our team thinks for themselves and can do what they think is best for the client. If something doesn’t make sense, any person in MarCloud (regardless of role) has a duty to suggest what would make it better.

   • Our clients have the right to point out something that doesn’t make sense. When this happens, we will adapt and propose a solution.

   • We write free audits for potential clients before we even have a contract in place. This is because we believe we need to see what we’re working with before we scope and tell a client how much something costs. The free audit shows off our expertise while showing us how simple or complicated a project might be.

   • Free audits to initiate an engagement are a win-win for the client and for us. The client gains valuable insight and we can scope correctly and get a plan in place for future projects and ideas. It also allows our passion to shine through, promote best practices and prove we’re here for long-term relationships.

4. Strive for clarity in communication

   • MCAE, Salesforce, and Marketing Cloud can be complicated tools and it’s our job to make it easier. We commit to conveying clear and concise communications to our clients to reduce frustration as much as possible. If we’re unclear, we’re not doing our job properly.

   • Our contracts are easy to work with. Working with MarCloud is straightforward and doesn’t require lengthy discussions because we keep it simple. For example, we very often speak to new enquiries and get them onboarded within 2 weeks.

   • Reading emails and project updates from us should be easy. We try to get straight to the point and adapt our messaging style to suit our clients' experience level which naturally improves over time.

5. Always look to improve

   • We proactively encourage and pay for our team to attain Salesforce certifications so we can demonstrate we know what we’re talking about.

   • We commit to working with Salesforce as closely as possible to learn new features before or the day they are released. This means our clients are always made aware of new features that will benefit them.