This document summarizes a webinar about lead nurturing. It discusses various aspects of lead nurturing programs including managing data quality, creating enough content, getting better engagement through segmentation and personalization, creating an emotional connection with audiences, and measuring the ROI of nurturing campaigns. The webinar featured a panel of marketing experts from Marketo and Bluewolf who shared best practices and lessons learned around optimizing lead nurturing.
4. About Demand Gen Report
•
Launched in 2007 to track best practices in
lead generation
•
Newsletter has grown to more than 26,000
readers
•
We also offer a menu of research and best
practices reports
•
New audio/video podcasts at
DemandGenReport.com
@DG_Report
http://linkd.in/DG_Specialists
5. Panelists
Jon Miller
VP, Marketing Content
And Strategy
Marketo
@jonmiller
MODERATOR:
Andrew Gaffney
Editor, Demand Gen Report
Corinne Sklar
Global CMO
Bluewolf
@csklar
#LeadNurture
6. How many “touches” do you include in
your lead nurture programs?
#LeadNurture
7. What is the typical cadence of your
nurture campaigns?
#LeadNurture
12. Top 5 Challenges In Lead Nurturing
1. Managing data quality
2. Getting better engagement
3. Creating enough content
4. Creating an emotional connection
5. Measuring & proving lead nurturing ROI
#LeadNurture
20. Did You Know….
4 hours
Every…
a business
ownership changes
a judgment is filed
against a business
60 seconds
8 minutes
a business risk profile
changes
a business files
bankruptcy
2 minutes
3 minutes
a business ceases
operations
14 seconds
2 minutes
a directorship (CEO, CFO,
etc.) change occurs
a new business opens
20
25. 3 Things To DO
› DO NOT Forget About “Non-Form Data”
› Create “Search Before Create”
› DO Implement Data Cleanse, DeDup and Enrichment Processes
› Cleanse – Identify – Enrich
› DO Put Data Standards in Place
› i.e Bluewolf vs. Bluewolf Group, Inc
26. CREATING AN EMOTIONAL CONNECTION SECTION?
› IS THIS WHERE THIS SECTION STARTS?
› THIS SLIDE WILL BE DELTED.
28. Hi, I’m Jon Miller
VP Marketing and Co-Founder
1.
2.
3.
4.
My first child was born the
same month that we incorporated Marketo
Born in Ethiopia
Studied Physics at Harvard, captain of high-school debate
team and newspaper staff
I have a Top-Secret “Q” Clearance
@jonmiller
#LeadNurture
30. If you haven’t earned your
subscribers’ trust, they won’t
open or click your email
@jonmiller
#LeadNurture
31. Pros
Implicit
Opt-In
Cons
• Low effort
• Consumer has not asked to receive
email communications
• No place for a subscriber to drop the
ball
• Lowest trust and engagement
Explicit Opt-In
With Welcome
• May be illegal
• Time delay between subscribing and
first message
• No dropped balls
Explicit Opt-In
• Quickly leads to a big list
• Consumer explicitly requests
communications
• Risk of spambots
• Provides opportunity to engage and
set expectations
• Less effort from subscriber may
equal less engagement
• If email bounces, you know to filter
out that address
Double Opt-In
• High engagement – they really want
your email
• Subscriber may miss confirmation
email = lost subscribers
• Filters out spambots
• They want your email, asking again
might annoy them
#LeadNurture
33. More Targeted Sends Are More Engaging
Source: 100s of Marketo campaigns
#LeadNurture
34. When it comes to lead
nurturing, nobody wants to get
blasted @jonmiller
#LeadNurture
35. Ways to Segment
Early Stage
Thought leadership and
enjoyable content to build
brand, awareness, and desire
Middle Stage
Tools that help buyers find
you when they are looking
for solutions
Late Stage
Company-specific
information to help evaluate
and reaffirm selection
% Saying Content Customized By
Category is More Valuable
•By Industry: 82%
•By Role: 67%
• Doers vs. Buyers
• Job Function
•By Company Size: 49%
•By Geography: 29%
•By Product
Source: MarketingSherpa
#LeadNurture
39. The Key to Relevance is Behavioral Targeting
Top Tactics to Increase Email Engagement
#LeadNurture
40. Segment by Topic of Interest Triggers
Email
Social
•
•
•
•
•
Attends event
Downloads content
Click email
Fills out form
Score is changed
Content
Technology
#LeadNurture
57. Home Siding Campaign
• 4 segmentations & email
programs
–
–
–
–
Promo
Request for Info
Request for Sample
Request for Quote
• No action. Pulled into drip
campaign
–
5 emails to tells customer journey
• Consistent CTA of Request a Quote
• A/B testing
• Custom opt-outs to each email
• Geo-targeting for email content
#LeadNurture
59. 3 Ways to Get Started
1. Invest in Your Brand
2. Use Your Customers Language through
Social Mining
3. Teach Your Customers Something NEW
& Unexpected
#LeadNurture
60. Invest In Your Brand: “Connection” leads to Conversion
#LeadNurture
64. Take Action: Become A Modern Marketer
•
•
The 3 Pillars of Modern Digital Marketing
– Complete the Customer Profile
– Convert from Broadcast to Personal
– Create Customer Intimacy
Read the Full Report: bluewolf.com/marketo
#LeadNurture
68. Italian Workspace
Lead Nurturing
View: Dashboard ▼
2013
Streams
Setup
My Tokens
Joe Smith: Acme Inc.
Community
+
Members
Streams: All Streams ▼
Summary
Members
Marketo’s Secret Sauce
Definitive Guide to Events
65 1.5% 55d
Lead Nurturing
Engagement
Unsubscribe
3,450
50
Next Cast
In Track
+
35
Exhausted
Paused
Lead Scoring Best Practices
Engagement Over Time
Recently Updated
100
Search…
Practical B2B Lead Generation
Added Mar 30, 2013
Sent 12,105
82
Thought Leadership
Edited Mar 25, 2013
Sent 12,105
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Lead Scoring Best Practices
Edited Mar 22, 2013
Sent 12,105
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Lead Management Best Practice D…
Added Mar 18, 2013
Sent 12,105
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Lead Scoring Best Practices
Edited Mar 10, 2013
Sent 12,105
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Lead Management Best Practices
Mar 18, 2013
Mar 18, 2013
Engagement: 6060
Engagement:
60
Practical B2B Lead Generation
40
Thought Leadership
Email Performance Report
20
Program Performance
Search…
0
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Dec
Jan
Feb
Mar
Apr
May
Help
69. A subject line is only as good
as the revenue it generates.
You don’t just want Opens;
you want Leads! @jonmiller
#LeadNurture
73. Q&A // Panelists
Jon Miller
VP, Marketing Content
And Strategy
Marketo
@jonmiller
MODERATOR:
Andrew Gaffney
Editor, Demand Gen Report
Corinne Sklar
Global CMO
Bluewolf
@csklar
#LeadNurture
74. Thanks for attending this webinar!
Download and View this
presentation on-demand at:
http://dg-r.co/LNwebinar
NOTE: URL is case sensitive.
#LeadNurture
Notes de l'éditeur
SUGGESTED BIO SLIDE FOR DGR TO SPEAK TO
Before we go on, a quick introduction, or refresher, about Bluewolf:
Bluewolf is the first global business consulting firm born in the cloud.
We have 12+ years of experience helping clients around the world get closer to their customers.
We are focused on helping you harness cloud, social, and mobile technologies to become more agile and customer obsessed.
We are consultants CE> implementing a tool.
Experience – not just one vendor agnostic
13 years – MA we where around being MA.
Deepest CRM Expertise – 5000 users
2-3 years competitors – teleco
Disuptibe new pricing plans – unbundling devices (undercutting price competition)
Sell Value and Customer Engagement – Emotional Drivers not just….
Clearwire Spectrum…Tmobile CEO
Emotional Lead Nurturing – emotinal driving customer enagement.
You can’t really communicate if you 1. are not sending emails to them, 2.) they are not relevant 3.) They get it 8x
“A quarter of your data is inaccurate in a year, if you don’t have a [data management] system in place.”
If so – how do you continue to drive effective nurtire programs if your people are moving and chaning
More than 50 percent of companies work with unreliable or risky data.
Top 4 business challenges – 1 in 4 companies claim their largest business challenge is DATA – too much, poor/outdated data, duplicates
Data cleansing will be the main factor to make or break a campaign’s or event’s success. There is good news.
This is the new world we live in as marketers
The people we are trying to reach are living across multiple channels – online & offline
There are more and more messages bombarding them everyday.
The average customer will be exposed to 2,904 media messages, will pay attention to 52 and will positively remember 4
Many marketers have responded by just trying to yell louder than the other guys. That won’t work.
As a result, most consumers are just tuning everything out.
What should we be doing? What are the New Rules for success in this world?...<next slide>
So how can we be more relevant and engaging?
You can’t be relevant if you’re broad.
We know batch and blast does not work – it is simply less engaging.
One way is to be more targeted – smaller sends = more engaging.
Engagement Score enables marketers to quickly judge how effectively each piece of content is engaging prospects and customers over time… combines open, click, unsubscribe, conversion, and so on into a single metrics.
Since nurturing is all about relevance, it’s important to target your content based on your buyer profiles. This most often means customizing your content by industry or by buyer role. Buyer role can mean creating content based on users versus executives, or content for IT versus line of business. At Marketo, we have different nurturing content for marketing managers and sales reps, since they have different needs and interests.
18 triggers
11 batches
19 campaigns to manage the whole thing
Not all segments need to be different email versions
The key to relevance is behavioral targeting.
So you want relevancy and engagement – but this requires sophisticated targeting that combines online body language (web traffic, search behavior, email response) plus transactional data plus with lifestyle and demographic data (personas)
When behavioral cues are not used, email can be experienced as a dissonant interruption. What the sender considers a coordinated "drip campaign" may feel more like water torture to the receiver.
Here’s an example of how Marketo created even more relevance.
Topic of interest nurturing: Nurture tracks based on four different topics that we thought our customers were interested in (email, social marketing, marketing automation, and Microsoft Dynamics). We listen for signs that may be interested in this (events attended, web visits, keywords used etc.), and if so assign them to the specific track nurture track.
If they get to the end of that specific track, we put them back to regular until they do something else specific.
Result: Big lift!
More on our blog about this: http://blog.marketo.com/blog/2013/06/topic-of-interest-based-nurturing.html
B2B purchases entail personal risks —far more than
most B2C purchases. B2B purchase stakeholders fear:
■ Losing time and eff ort if a purchase decision goes poorly
■ Losing credibility if they make a recommendation for an unsuccessful purchase
■ Losing their job if they are responsible for a failed purchase
Moreover, the more personal risks a purchase entails, the more emotional buyers feel—and the more they attach to brands that can
provide value and eliminate risk (Fig. 10).
messages that teach the customer something
unexpected and new about their own business needs and challenges that leads
exclusively back to the supplier (Fig. 15
Suppliers should aim for
both emotional and rational
differentiation to win preference).
Only 14% of buyers perceive enough
meaningful difference between
brands’ business value that they
are willing to pay extra for that
difference.
Then they pick top 3 and it’s a race to the bottom. Who can offer the best proice?
Until recently, many B2B suppliers have focused their customer appeals largely on the rider (reason) to the neglect of the elephant
(emotion), overlooking a potential opportunity for more powerful differentiation and preference.
Despite our attempts to make
purely rational decisions, we are
primarily driven by emotional
motivations.
Author Jonathan Haidt - Source: Jonathan Haidt, The Righteous Mind: Why Good People are Divided by Politics and Religion; http://en.wikipedia.org/wiki/File:Indian-Elephant-444.jpg; CEB analysis.
Global leader in fiber cement siding, over 100 yrs old
Ran a home siding campaign to their national database.
When no action was taken, they were pulled into a drip campaign of 5 emails telling a customer journey of choosing/buying/installing siding
Geo-targeting was split into 3 regions in the US and they were sent custom booklets/content based on color of siding
To this aim, smart suppliers teach buyers about unexpected financial costs
and risks of the status quo to create urgency to act
communicate sentiments accurately.
Cisco unearths and tests
experimental messages and
language in social media to
optimize personal resonance
of the message.
To overcome the status quo, best-in-class suppliers now remind buyers of current personal difficulties or emotional needs as well as
future personal gains from purchase.
This can be very difficult due to customer concerns about the
effort and cost—the pain—of change. These pains are very personal to customers and must be overcome to convince buyers to take action.
Customers with strong connections to
B2B brands have higher rates of consideration, purchase, and willingness to pay a premium
B-to-B companies with brands that are perceived as strong generate a higher EBIT margin than others.
In 2012, strong brands outperformed weak brands by 20 percent, up from 13 percent in 2011
Decision makers are willing to pay a premium for strong brands because established brands make their lives easier. They aggregate information and reduce risk. Strong supplier brands may even aid companies in building their own reputation by association.
Like consumers, professional buyers use the vendor’s reputation as a short cut that reduces risk and simplifies the evaluation process.
In the US, for example, brands are seen as having an 18% share in the purchasing decision, compared to the 17 percent tied up in the sales effort. (McKinsey)
Use the right terminology for your customers
Content Marketing Doesn’t Make You Escape Commodotization
By surfacing the emotions
underlying customer behavior,
Marketing reveals new perspectives
about customers’ needs.
Increase the gain or reduce the pain
Some basic metrics.
Test for what works for you! (DJ talks about this also.)
But… doesn’t really tell you what’s causing engagement.
If you’re like most marketers, you’re likely wading through many different email performance metrics trying to determine the impact of your content…. Email A got opened, but email B was clicked, and email C drove conversions… which is best?
Engagement Score enables marketers to quickly judge how effectively each piece of content is engaging prospects and customers over time. This proprietary metric takes many factors into consideration, and outputs a single number that gives marketers a fast, apples-to-apples method of measuring content performance…
See trend over time, how updates to program improve engagement.
How are we measuring the success of challengers
Measure the effectiveness of our nurture on these dimensions
Include opps created slide