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More contact. Less effort.Real-world lead nurturing from the inside
About Silverpop
• Email marketing and B2B marketing automation software
• 1,400+ customers
• Across 38 countries
• 425 employees
• UK headquarters since 2005
Why are you reading this?
Because only 5% of leadsyou and I generated in last month are ready to buy NOW.
This presentation’s takeaways• An understanding of funnel challenges we face• A candid look at the challenges we have faced• Five nurtures Silverpop use to tackle these challenges• Some results and data points to arm your arguments
We faced two primary challenges
Funnel wasteChanging
buyer behaviour
We were wasting leads
Our old funnel (and perhaps yours)
65% of leads went to waste.
B2B buyer decision cycleSatisfaction
Acknowledgment
Decision
Criteria
Selection
Investigation
Reconsideration
MeasurementSource: R. Jolles
Emerging buying cycle gap...Satisfaction
5%
Acknowledgment79%
Decision
Criteria
Selection
Investigation
Reconsideration
MeasurementSource: R. Jolles
Emerging buying cycle gap...Satisfaction
Acknowledgment
Decision
Criteria
Selection2%
Investigation2-3%
Reconsideration
MeasurementSource: R. Jolles
problem
The buying cycle was also changing
Prospects narrowing the field...
“During the initial research phase, the survey
showed 42% of B-to-B buyers evaluate four or more suppliers, but as they move closer to
procurement, only 26% get quotes from four or more suppliers.”
Source: Chief Marketer, “Adjusting to the Web-Influenced Buy Cycle,” 22 March 2010
Almost entirely on their own ...
Source: ITSMA, “How Customers Choose Solution Providers, 2009.” Global data.
How we began curing ourselves
We realigned Sales/Marketing around a common language – revenue.
Introduced a new lead scoring model
• Began scoring leads on 3 sets of criteria:– BANT data– Demographic data– Behavioural data
We created ranks and buckets
Began routing leads based on scoring
Marketing became lead-traffic-controllers
Began routing leads based on score
Introduced nurture programmes
• With goals to:– Improve follow-up with leads.– Offload follow-up to not-yet-sales-ready leads.• Freeing up costly resources• Improving lead follow-up times
– Guide leads through a longer buyer cycle and towards an opportunity.
Introduced nurture programmes
• The initial programmes:– Automated Media Nurture– 6-Month Email or Marketing Automation Nurture– 90-day Email or Marketing Automation Nurture– Dead/Lost Nurture– Silverpop on Silverpop
Automated Media Nurture
• Automated Media Nurture– 6 month programme– Aimed at following up on whitepaper downloads – Goals:• Driving to additional thought capital download• Driving to a web-based demo• Ultimately leading to a live demo
6-Month Nurtures
• 6-Month Email and MA Nurtures– Sales or Demand Gen initiated– Aimed at staying top of mind– Goals:• Driving to additional thought capital download• Driving to upcoming webinars• Conveying points of differentiation in latter stages• Ultimately leading to a web-based or live demo as the
buying cycle progresses
90-Day Nurtures
• 90-Day Email and MA Nurtures– Sales or Demand Gen initiated– Aimed at prospects coming to market in near-term– Goals:• Driving to additional thought capital download• Strongly conveying points of differentiation• Offering web-based product demos and feature
highlights
Dead/Lost Nurtures
• 11-month Dead/Lost Opportunity Nurture– Sales or Demand Gen initiated– Aimed at prospects in opportunities that went
dead or were lost– Goals:• Stay top of mind• Provide months of thought leadership and industry best
practices• Drive to a webinar, web demo or live demo as contract
term nears renewal
Silverpop on Silverpop
• 6-week Highlight Nurture– Sales or Demand Gen initiated– For Prospects in latter stages of an Opportunity– Goals:• Educate customers on the benefits of marketing
automation through real-world experience• Highlight clear differentiators in the product and service
offering• Drive to an opportunity close
The results we saw
• Reduced non-contacted leads from 65% to < 10%• Increased lead conversion rates by 2x in 12-months• Increased marketing-generated revenue by more
than 100% in 12-months• Removed sales from the lead qualification process
altogether• Other less precise measures of success:– Increased opportunity creation by 40% year-on-year– Decreased time from first contact to close
What tools are needed?
CRM System• Database of record• Lead and opportunity tracking and
reporting• Sales process management
Marketing Automation Platform• Lead management
• Lead Scoring• Lead Ranking• Lead Routing• Lead Alerts to Sales
• CRM integration for sales-initiated campaigns
• Publishing and outbound marketing• Nurtures and email marketing• Landing pages for lead generation
• Reporting• Sales view into marketing activity• Sales view into lead score, rank and
behaviour
Summary
It is likely that less than 5% of the leads you generate are ready to buy.
The buying cycle has changed and it has grown even more complex.
Sales and marketing MUST be aligned to the same numbers; the same vocabulary; and the same units of measurement.
Technology is not the cure-all. You must also have the right structure; the right processes; and the right content.
CRM is the foundation, but you need marketing automation tools to manage the entire lead to opportunity process.
Resources
• Resource Centreat silverpop.co.uk– White papers– Webinars– Blogs– Case studies– Newsletters
Related Tip Sheet: 9 Tips for Creating a Successful Scoring Model
Thank you for your time!