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Customer Programs
Carlos F. CamargoSenior Director
Business Development &Corporate Communications
June 1999
Enterprise Marketing Funnel
Prospects
$$$
Get In:•Advertising•PR•Web Site•Trade shows
Get Evaluated:•Tech. seminars•White papers
“In”
“Considered”
“Evaluated”
“Selected” 3
5
8
10
Get Considered:•Case studies•Bus. solutions
Get Selected:•Sales tools•Sales training
Enterprise Marketing Focus
Prospects
$$$
Get In:•Advertising•PR•Web Site•Trade shows
Get Evaluated:•Tech. seminars•White papers
“In”
“Considered”
“Evaluated”
“Selected” 3
5
8
10
Get Considered:•Case studies•Bus. solutions
Get Selected:•Sales tools•Sales training
CustomerCustomerReferencesReferencesShould beShould beLeveragedLeveragedThroughoutThroughout
thisthisProcess!Process!
Leveraging Our Enterprise Customers’ Success
• Corporate– Customer Advisory Board
• R&D– Beta programs
• Sales– Sales presentations– Sales references (vertical markets)
• Investor Relations– Proof of success
Marketing Our Enterprise Customers’ Success
• Web case studies• Presentations for Marketing, ESP, PSO• Quotes for Web site & Direct Mail• Solution-focused advertising• Quotes & Case Studies for white papers• ICON, Seminar, & Tradeshow speakers• Vertical marketing
PRomoting Our Enterprise Customers’ Success
• Public Relations:– ‘Customer Sales Win’ press releases– ‘Case Study’ press releases– PR references– Quotes for press releases– ‘Success Stories’ pitched to publications– Vertical PR
How the Customer Program Works Today
Press ReleasesPR References
Quotes
Press ReleasesPR References
Quotes
Web Case StudiesPR References
Quotes
Web Case StudiesPR References
Quotes
PublicRelations
PublicRelations
AnneGreenlee
AnneGreenlee
DirectSales
PSO
VisiBrokerMarketing
ToolsMarketing EIP
MarketingOEMSales
Executives
R&D ESP
Web
Marketing PresentationsAdvertisements
White PapersWeb Quotes
Sales Tools/ReferencesAnnual Report/Earnings
Marketing PresentationsAdvertisements
White PapersWeb Quotes
Sales Tools/ReferencesAnnual Report/Earnings
Limitations of Today’s Process
• Minimal Staffing --• No Sales or Executive involvement• No Marketing involvement in customer qualification
or in better leveraging references• Little incentive for customers to participate
• PR has been reactive instead of pro-active
• Very product- & tool-focused, not Inprise solutions• If customer says NO, process hits dead-end• Guerrilla & last-minute activities lead to customers
being used without their permission
Defining a New Process
• Need centralized team who coordinates ALL customer reference/testimonial activities– Everyone knows who is in charge of this
program• Need strong understanding of sales process and
enterprise IT– Credibility/Involvement of Inprise Sales
• Direct Executive Involvement– Solve Problems -- able to talk to CEOs, CIOs,
and VPs
Defining A New Process…
• Corporate, enterprise, & solution-based– Inprise references, not product references
• Aligning program with marketing objectives, especially targeted verticals
• Offer strong incentive to customers to be involved
• PR to focus on ‘Customer Win’ Press Releases & pitched success stories
• Database of happy Enterprise customers at fingertips
• Enterprise & Product Marketing able to maximize these customers and their solutions
InterviewCustomerInterviewCustomer
ParticipationPermission
ParticipationPermission
QualificationQualification
Customer Marketing TeamCustomer Marketing Team
A Centralized Process...
DirectSalesDirectSales
OEMSalesOEMSales
ExecutivesExecutivesVisiBrokerMarketing
PSO
ToolsMarketing
EIPMarketing
R&D
ESP
Web
DirectSales
OEMSales
Executives
PublicRelations
PublicRelations
ProductMarketingProduct
Marketing
WebGroupWeb
Group
MarketingServices
MarketingServices
InvestorRelationsInvestor
Relations
EnterpriseMarketing
PSOESP
VerticalPrograms
EnterpriseMarketing
PSOESP
VerticalPrograms
InternationalInternational
InSite
Leveraging Our Customers’ Success
Customer Mktg. Team
SalesCustomer
Customer Marketing Team
• Based on Core Team concept, made up of:– VP of Enterprise Marketing
– Full-time director or senior manager– Writer(s) and/or contractor(s) – Sales representatives– Product marketing and MarCom
representatives– PSO representatives– ESP representatives– PR representatives