Suzanne and her team considered their options $1*2*3$

Option $1$

Don't email these customers about anything more than the products they have. Keep up the current practice of service messaging only to show them how to install their cable box, remind them of appointments, tell them when their kit will arrive, and introduce them to the services and features they have. This choice would ensure thitit customers would not tune out messages due to the noncritical nature of the promotional information. On the other hand, the lack of a promotional email strategy would make it more difficult to help customers "right size" if they realized within the first $90$ days they didn't choose the ideal service package for their needs.

Option $2$

Add promotional emails to the flow, but keep them distinct from the service emails to ensure that customers don't tune out a service email by thinking it is just a sales message.

Use emails to encourage customers to upgrade their senvices$,$ but clearly label them as promotional, and include information on convenient ways to upgrade. As with any other salesrelated email, the customer would be free to ignore the message based upon its subject line or a