Use a Customer's Current Lifecycle Stage and Status in Eligibility Rules
You can use journey status information to create Eligibility Rules based on a customer's current Lifecycle Stage and status.
For example, is a customer active or inactive, has that customer been stuck on a specific Lifecycle Stage of their journey for some time, or are they about to drop off the journey completely?
This enables you to create Eligibility Rules that target customers with the appropriate Actions at the right time in their journey, to re-engage them with your organization.
Information relating to a customer's current Lifecycle Stage and status is provided by the Customer Journey Status data adapter. You must configure this data adapter to ensure the information is available to you for use in Eligibility Rules.
For more information, see Customer Journey Status Data Adapter.
Example Eligibility Rule
A mobile phone company are aware that a customer has been inactive on the Consideration phase of the journey lifecycle for some time and are about to drop off the customer journey completely. They want to target those customer's with a new promotion, offering 25% off the usual monthly contract price.
They can create an Eligibility Rule, as follows, to display the offer only to those customers about to drop-off the journey lifecycle at the Consideration phase, and associate that Eligibility Rule with the 25% Discount on Monthly Contracts Action.
Current lifecycle stage for Phones = Consideration AND (Current lifecycle stage
status for Phones = Inactive OR Current lifecycle stage status for Phones
= Dropped-off)