Personalized content not working

Question

Previously, we have imported thousands of contacts from another marketing automation platform. Only a small part of them has a Marketo cookie.

Today, we have generated personalized content which is stored in 10 custom fields in a contacts profile ( 5 URL’s and 5 'Link' text fields ), not all fields are used for everybody.

Based on those fields we create a bullet list which can have up to 5 items ( all links, consisting out of a text link and the link itself )

The personalized content is used in an email (the links - if any - and text are correct, meaning the correct information from the contacts profile ). The same content is displayed on a landing page which is also personalized based on those 10 fields. So on the landing page the 5 links are visualized.

The problem,

On first time visit for a part of the contacts ( for which we think that they do not have the cookie ) , the landing page content is empty, only on a second attempt ( clicking a link from the mail ) the content is displayed. We should expect that the anonymous lead is converted to a known lead because he clicked on the link in the email. So why are contacts imported from our other automation platform not converted to a known lead? Is there a delay ?

How should we solve this problem?

Chris_Wilcox · Answer

While the demographicinformation from your old CRM is in Marketo, Marketo has no idea who is who when it sees people using your website. There needs to be a cookie link created.How would Marketo know what web user is associated with which lead in the CRM without a tie to the cookie and user?Linking the record in your CRMwith that individual's web user occurs when a user either clicks a link in a Marketo distributed email (with the mkt_tok optionenabled), or fills out a Marketo form.

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