keep your customers coming back for more
TRANSCRIPT
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HOW TO
KEEP YOUR CUSTOMERS COMING BACK FOR MORE
Anastasia Pavlova
Sr. Director of Marketing, Marketo
@digijinni, @marketo, #mktgnation
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• This webinar is being recorded – keep an eye out for an email later today with the slides and the recording
• Have a question? Type it into the chat box
• Posting to social? Use #mktgnation
Housekeeping
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• STRATEGY: Design a winning customer cross-sell strategy
• CONTENT: Create content that sells
• PROGRAMS: Develop and execute programs at scale
• MEASUREMENT: Measure and optimize the results
• ALIGNMENT: Align Marketing and Sales on the same goals
Today’s Agenda
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The Quest of Every Marketer …
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Yet, Content Marketers Mostly Focus on Acquisition
Source: Forrester/BMA/OMI May 2014 Global Content Marketing Benchmark Online Survey Q. What are your top objectives for Content Marketing?
To retain customers
(cross-sell/up-sell)
12%
To build Awareness
63%
To generate demand
67%
To enable sales activities
34%
To increase loyalty
21%
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Acquiring a customer costs 5-10 times more than retaining one1
A 5% increase in retention yields profit increases of 25-95%2
1. eMarketer,2. Bain and Company
5-10X
Why Retention & Cross-Sell Pay Off
25%-95%
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How to Design a Winning
Customer DG Strategy?
Strategy • Content • Programs • Measurement • Alignment
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ADVO-CATEREFERSHARETRUSTCustomer
Marketing
Goals
BUY(cross/upsell)
DemandEngagementAwarenessDemand
Gen
RETAINRenewalsUsageAdoptionCustomer Success
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1• Bookings Revenue
2• Wins
3• Opportunities
4 •SQLs, MQLs
Step #1. Start With the Goals
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1• Revenue, $$
2 • # of Wins
3 • # of Opportunities
4 • # of SQLs
5 • # of MQLs
6 • # of Program Successes
Step #1. Start With the Goals
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Marketo Customer Revenue Model
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Step #2: Understand Your Target Audience
CMO, Mktg. Exec Dir. of Mktg. Practitioner
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• Background – company, key job responsibilities, likes and dislikes about job, team structure
• Goals, Challenges and Pain Points
• Main sources of information -- where your persona does his or her research
• Preferred content topics & channels -- how your persona likes to consume content
• Marketing message -- The messaging that speaks directly to this persona
• Objections -- The objections you anticipate from your persona during the sales process
• Specific Product interest or interest in your particular solution
• Role in purchase process -- Persona’s influence in the decision making process
• Quotes -- Bring your personas to life with actual quotes gathered during interviews
Questions to Ask When Building Your Customer Persona
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Step #3: Segment Your Customer Base
Organization Industry
Size Territory
Revenue
Customer
Journey
Persona
Product or
SolutionTarget
Account
Purchase
HistoryUsage Demographics
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Step #4: Map Products & Solutions to Segments
BUY ->
Segments
ProductA
ProductB
Product C
Solution1
Solution2
Solution3
Segment 1 x x x
Segment 2 x x x
Segment 3 x x x x
Segment 4 x
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Step #5: Design the Programs Mix
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Create Content That Sells
Strategy • Content • Programs • Measurement • Alignment
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Content Fuels Your Marketing Programs
Good contentGood performance
Sub-optimal contentPoor performance
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Skills critical to your success as a marketer in 2016
Source: Marketo online survey, December 2015
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Principles of GREAT Content
- Ann Handley, MarketingProfs
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Educate First, Sell Second
4-1-1 RULE
• 4 educational,
entertaining assets 1
• 1 “soft promotion”
(such as a 3rd party
report)
• 1 “hard promotion”
(such as a product
demo).
4-1-1 RULE
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Enterprise, Exec
Enterprise
SMB, Practitioner
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• Reorganize
• Rewrite
• Retire
3R’s of Content
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Have a Team/Process that Prioritizes Content
Content Committee
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Build a Rock Star Content Team
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Strategy • Content • Programs • Measurement • Alignment
Develop and Execute
Programs at Scale
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Nurturing is the process of building relationships with customers
throughout their buying cycle by engaging them in personalized,
relevant conversations, across multiple channels.
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ADVO-CATEREFERSHARETRUSTCustomer
Marketing
Nurture Goals
BUY(cross/upsell)
DemandEngagementAwarenessDemand
Gen
RETAINRenewalsUsageAdoptionCustomer Success
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ADVO-CATEREFERSHARETRUSTCustomer
Marketing
Nurture Goals
BUY(cross/upsell)
DemandEngagementAwarenessDemand
Gen
RETAINRenewalsUsageAdoptionCustomer Success
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• Email Nurture for• Cross-sell
• Retention
• Multi-channel Nurture
Types of Nurture
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Cross-Sell Email Nurture :: Dimensions
A
B
C
1 2 3Dimensions
WHERE: EMAIL STREAMS, CEE TRIGGERS: PRODUCT INTEREST• Analytics• Web Personalization• Calendar• Mobile Engagement
WHO: SEGMENTS• Practitioner (B2B/B2C,
ENT/SMB)• Executive
WHAT: CONTENT • Inspirational, thought
leadership• Why to buy, product-based
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Cross-sell Email Nurture :: Marketo CEE
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Cross-Sell Email Nurture :: Example
Enterprise SMBExecutiveSMBPractitioner
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Retention Email Nurture :: Dimensions
A
B
C
1 2 3Dimensions
WHERE: EMAIL STREAMS TRIGGERS: PRODUCT USAGE• # of email, landing pages, forms• use triggers, A/B testing, nurture,
personalization, events/webinars, basic reporting
• scoring/lead management, advanced analytics
WHO: SEGMENTS• Practitioner (novice,
intermediate, advanced)• Executive (decision maker
or other stakeholder)
WHAT: CONTENT • Educational, how-to, Tips &
Tricks, best practices• Illustrate value, thought
leadership
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Retention Email Nurture :: Example
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Listen
Respond
Multi-Channel Nurture :: Main Concept
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Multi-Channel Nurture :: Dimensions
A
B
C
1 2 3DimensionsWHERE: WEB, SOCIAL, MOBILE, CEETRIGGERS: CHANNEL & TOI PREFERENCES• Topics: social • analytics, personalization, best practices, mobile• Vertical
WHO: SEGMENTS• Practitioner (B2B/B2C,
ENT/SMB)• Executive
WHAT: CONTENT • Inspirational, thought
leadership• Why to buy, solution-based
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Multi-Channel Nurture :: Website Personalization
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Multi-Channel Nurture :: Engage Everywhere
Geo Location Industry Company Revenue
Website, Display, Social
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Strategy • Content • Programs • Measurement • Alignment
Measure and optimize the results
to drive revenue and ROI
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What to analyze?
Early - Engagement Metrics Late - Revenue Metrics
1• Program Successes
2• Downloads, attendance
3• CTR, CTO, Unsubscribe rates
4• Act Nows, Call Nows
1• MQLs, SQLs
2• Opportunities
3• Pipeline
4• Revenue, ROI
What to Measure :: Consider Your Audience
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Design Programs to Be Measurable
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Downloaded eBook on Analytics
Registered for AnalyticsWebinar
Downloaded Analytics
Survey Results
Attended “Top 10 Marketing
Reports” Webinar
Engaged with us at Big
Tradeshow
Connected with Sales Rep
First Touch Attribution
3 months
$100K
$100K
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Downloaded eBook on Analytics
Registered for AnalyticsWebinar
Downloaded Analytics
Survey Results
Attended “Top 10 Marketing
Reports” Webinar
Engaged with us at Big
Tradeshow
Connected with Sales Rep
Multi Touch Attribution
3 months
$25K
$0
$25K
$25K $100K
$25K
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Early – initial weeks
Engagement with MKTO emails –engagement score
# email sends
# daily logins
Mid- quarterly
Activity in the community
Adoption of CEE, analytics, increase in DB size or addition of workspaces, etc.
Participation in a MKTO event – like user group Summit, targeted field event
Later – ½ way through year
# of certifications
# Launch Point integrations
# active users
Retention Metrics
Other KPIs: customer churn, retention rate, NPS
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Strategy • Content • Programs • Measurement • Alignment
Align Marketing and Sales on
the Same Goals
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• Program Success
• Marketing Qualified Lead (MQL)
• Sales Qualified Lead (SQL)
• Opportunity (BANT)
• Act Now, Call Now (Priority)
Agree on Definitions
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• Marketo example: transitioned from general MQLs to Product MQLs
• Based on Product Interest score• Threshold: x points
• Can be an MQL for multiple products at once
• Can become an MQL once every 3 months
General MQLs or Product MQLs?
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• Sort Score• Demographic (fit)
• Behavior (activity)
• Decay (inactivity)
• Asset score
• Product interest score
• Account score
Use Scoring
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• Display full HD views of your programs calendarand goals on office walls
• Provide visibility to sales,C-suite and business stakeholders
Align Teams to Big Picture Goals
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Define Hand-Off Process Marketing
Sales
Development
Account Exec
Enablement
Customer
Success
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Stars and Flames show priority
List of Interesting Moments
Prioritize Leads for Sales
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Enforce SLAs: No Lead Left Behind
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• Weekly email updates
• Monday “To help you sell” email
• Thursday global forecast notes
• Weekly SDR / Sales / CAM / Mktg. meetings
• Monthly training for SDRs and new hires
• Quarterly business reviews
• Semi-annual S&M Revenue Kick-off
• Ongoing conversations
Communicate & Train Frequently
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1. Focus on driving revenue first throughout the ENTIRE customer lifecycle
2. It’s 10X cheaper to retain upsell to an existing customer than to acquire a new one*
3. Design your programs to be measurable
4. Create relevant and personalized experiences across multiple channels
5. Don’t set it and forget it – have regular checks and balances for scoring and input from sales
Takeaways
@digijinni
@marketo
#mktgnation
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Thank you! Questions?