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BMC Case Study
How to take a content-first approach and measure
the success of your content strategy Mark Fries
Principal Strategic Marketing Manager, BMC Software
@mark_f
Derek Phillips
Director of Content Strategy, ISITE Design
@digistrategist
@mark_f @digistrategist • #intelcontent
The Five Challenges
① Inconsistent representation of the brand story
② Too product-centric, not reflecting customer needs
③ Cumbersome and overwhelming UX
④ Lacking content direction
⑤ Needed scalable technology and infrastructure
@mark_f @digistrategist • #intelcontent
• 200+ products
• 5 separate business units
• Moving to centralized content management and editing
• New commitment to testing and optimization
• Plans to expand global footprint
Needed scalable technology and infrastructure
@mark_f @digistrategist • #intelcontent
The Five Approaches
① Defined specific business goals and aligned them to
touchpoints
② Defined the customer needs
③ Aligned pages to personas
④ Defined the content components: think modular
⑤ Mobile first, mobile always
@mark_f @digistrategist • #intelcontent
Defined specific business goals and aligned them
to touchpoints
We asked the questions: • What is the purpose of this page to
our business? • What are the KPIs we’re measuring? • What is the primary call to action? • More importantly: What role is it
targeting? Strategic vs. Functional
@mark_f @digistrategist • #intelcontent
DEFINING SPECIFIC NEEDS AND IDENTIFYING CONTENT TO MEET THEM ENABLED OUR MODULAR
APPROACH
@mark_f @digistrategist • #intelcontent
Defined the customer needs We made some assumptions and then tested them with customers.
Assumptions Prototype
& Test Adjust
Some key insights learned:
• Users commonly have specific products in mind, or a specific functional need
• Users prefer functional categories
• Product/solution features preferred to high-level benefit statements
• Data sheets are a highly valued content asset
@mark_f @digistrategist • #intelcontent
Designed in the browser
Some key benefits:
• Working with real content to better
inform design
• Could see the mobile experience and
break points
• Foundational FED mark-up sped up
development time
Jumping quickly to building a site, vs. building pictures of sites
@mark_f @digistrategist • #intelcontent
Strategy applied to the copy
Translated to copy decks to speed production and ensure alignment.
@mark_f @digistrategist • #intelcontent
Mobile first, mobile always
Concise Actionable Focused on task completion Contextual
@mark_f @digistrategist • #intelcontent
Mobile first, mobile always Also made defining hierarchy easier
• Lead with most important • Stack in order • Provide paths
@mark_f @digistrategist • #intelcontent
The Three Specific Challenges
① Streamlined and intuitive UX
② Comprehensive content direction and governance
③ Scalable technology and infrastructure
@mark_f @digistrategist • #intelcontent
Bottom-up experience:
Ensuring visitors entering directly
on product/solutions pages (most
visitors) are given appropriate
context and options to continue
engaging
Streamlined and intuitive UX
Top-down experience:
Giving visitors who enter on home
page or category level pages
simple choices to disambiguate our
offerings
@mark_f @digistrategist • #intelcontent
We have a clear POV and strategy behind how our site is
constructed
• Makes conversations with the business easier
• Eases optimization since learnings in one area can be
deployed in multiple places
Comprehensive content direction and governance
@mark_f @digistrategist • #intelcontent
Remember this?
Scalable technology and infrastructure
The Intelligent Content Approach was key to our getting there: • Atomized the content • Established coding
standards • Enabled utility of the
CMS • Proved the design
worked
@mark_f @digistrategist • #intelcontent
The Four Big Payoffs
① A framework for optimization
② Increased content creation efficiencies
③ Overall engagement is up
④ Contacts – UP! (And that means money)
@mark_f @digistrategist • #intelcontent
Our goal with optimization: never “redesign” again
• Highly structured infrastructure makes it possible to
get experiments up and running quickly anywhere
• Findings from experiments can easily roll out across
the site
A framework for optimization
@mark_f @digistrategist • #intelcontent
@mark_f @digistrategist • #intelcontent
1. Headline & Customer Logo • Top level benefit/result of engagement with
BMC • Customer Logo
2. “At a glance” data points • Up to 4 key statistics that communicate either
benefits/outcomes of the customer’s engagement with BMC or key stats on the customer’s organization
3. Video (if available) or customer quote • Real stories from actual business leaders and
user • Focus on benefits and outcomes BMC brought
to the business
4. Body b. Challenge
• Brief description of the business problem • Can be in sentence format or bullet, may
include in-line links to more information c. Solution
• Brief description of how the problem was solved through partnership with BMC
• Can be in sentence format or bullet, may include in-line links to more information
d. Results • Brief description of business impact • Can be in sentence format or bullet, may
include in-line links to more information 5. Next steps
a. Contact BMC CTA b. Related products
• list with links to learn more/try c. Related Resources
• White papers/reports/videos related to the challenge (2-3 max)
3
4
2
1
5
Mobile first hierarchy
Visito
r min
dse
t
Do
es this relate to
my ch
allenges?
Ho
w can
I learn m
ore?
Wh
at are the d
etails?
5a
5b
5c
4a
4b
4c
Increased content creation efficiencies
10% MORE ORGANIC TRAFFIC (YOY)
50% MORE DATA SHEET DOWNLOADS
200% INCREASE IN TRIAL STARTS
67% INCREASE IN CONTACT ME REQUESTS
Overall engagement is up
@mark_f @digistrategist • #intelcontent
+67% Contact Sales
Requests
Revenue!
+67% Marketing Sourced
Pipeline associated
with requests
=
@mark_f @digistrategist • #intelcontent