There is a learning curve for mastering the application, and it's not always clear how to accomplish a particular task. There are plenty of tools online to help you, but it's not a 'get in and go' type of service.
Sometimes the technical support team is quick to assume that an issue is due to user error rather than a problem with the application. It can take some coaching on the part of the customer to get them up to speed on what the problem is.
It's perhaps not worth the cost if you are a B2C company, as much of the functionality is more useful for B2B marketing.
We're starting to use for more real-time email scenarios. The regular maintenance windows are something we need to plan for and work around.
Response time in the UI and campaign launch can be slow during peak times.
I faced issues with different browsers accessing it.
The user interface is very dated. I would like to see a much more refined GUI.
The requirement to map all data tables in advance is cumbersome and slows down the ability for a marketer to iterate programs rapidly.
Poorly designed from a usability standpoint/ very time-consuming for even simple tasks It does not integrate well with Salesforce.com without having to dedicate an almost full-time IT-like resource.
Reporting was a mess and investment of time in things like Campaign Manager were nothing more than a slick marketing term for setting up your data sync – there was no value from an ROI perspective. Also, the engineers who wrote the reports for email opens/clicks, etc… used a slightly different formula than the ones who worked on the email dashboard reports.
Since the Oracle acquisition, I've felt that the overall quality of the customer facing organization has declined substantially.
The organization of the tool isn't exactly intuitive at every turn. I feel they overcomplicated the design.
The customer service and account management has been our largest struggle.
The interface is actually quite difficult to use. Creating an e-mail is actually very difficult. Beginner users basically cannot use this product without significant training and technical ability. Bugs and issues have cropped up quite a bit.