We have three types of communication subscriptions: Marketing, Sales, and Customer Service/Care but we only have two types of content: Marketing, and Sales.
We need a a third type of email classification: "Customer" in order to process unique requirements. For example, Opt-Out options at the bottom of a Marketing or Sales email are valuable and in some countries mandated but for email communication to an active client whose content is not Marketing or Sales in nature, an Opt-Out of subscriptions link is not only unnecessary, it misleads a client to think the communication might actually be marketing or sales in nature.
CRM stands for Customer Relationship Management but the system treats all templated email communication as either Sales or Marketing in nature. There are many reasons why we would want to template customer communication with personalized tokens as we deliver customer service related communication whether it be through direct email, sequences, and/or workflows.
