Though not widely reported, Responsys (MKTG) experienced a severe service outage on Cyber Monday. One of its two data centers went down, potentially impacting more than half of its customer base. From what we have gathered, the outage took several days to contain.
The ramifications, however, will likely take much longer to overcome.
The outage didn't just leave customers on temporary hold. It nullified weeks of planning to get critical marketing efforts completed on the most important day of many online retailers' year. Thus, the disruption represented a breach of trust that will threaten MKTG's position in minds of existing accounts and potential customers.
To get a sense of how devastating an outage can be, investors need...