Behavioral Marketing: the end of segmentation in B2B Marketing
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Behavioral Marketing: the end of segmentation in B2B Marketing

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De B2B buyer van tegenwoordig is niet alleen handig op digitaal gebied, maar stuwt ook de engagement voort. Als B2B Marketeers zijnde, moeten we een omschakeling maken in hoe wij marketing......

De B2B buyer van tegenwoordig is niet alleen handig op digitaal gebied, maar stuwt ook de engagement voort. Als B2B Marketeers zijnde, moeten we een omschakeling maken in hoe wij marketing bedrijven. Ontdek hoe succesvolle merken omschakelen van een gesegmenteerd aanpak naar een persoonlijke aanpak. Ontdek hoe zij dit doen met het gebruik van behaviours om relevante, waardevolle relaties te bouwen.

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  • 1. Behavioral Marketing :The end of segmentation in B2B marketing John Watton, Silverpop B2B Marketing Forum, 14th March 2013. @jwatton , jwatton@silverpop.com #b2bnl
  • 2. #b2bnl
  • 3. Agenda• The empowered consumer• Right message, right time, right place• 4 steps to behavioral marketing automation• Behavioral Marketing @Work #b2bnl
  • 4. The empowered consumer #b2bnl
  • 5. Problem: NoiseThe average consumer is exposed to 30,000 marketing messages per day. #b2bnl
  • 6. of UK smartphone owners say they’ve never seen a mobile ad #b2bnlSource: Nielsen Mobile Consumer Survey, Feb 2013
  • 7. The average socialpost has a half-life of mins Source: SEOmoz blog, Feb 2013 #b2bnl
  • 8. 25%To get of your tweets retweeted 10,000 You need followers #b2bnl Source: SEOmoz blog, Feb 2013
  • 9. #b2bnl
  • 10. B2B B2C #b2bnl
  • 11. B2B B2C #b2bnl
  • 12. Marketing practiceis ten years behind marketing vision. #b2bnl
  • 13. The SegmentedAudience Approach Female Homeowner Male Female College 30-40 Female MaleHomeowner Homeowner Educated 30-40 Female With kids Homeowner College College Educated Educated Male With kids With kids 30-40 Male Female 30-40 Homeowner Male 30-40 Male Female 30-40 Homeowner Male 30-40 College College Educated Educated With kids College With kids Educated Female Homeowner With kids #b2bnl
  • 14. Problem:The Segmented Audience approach is failing 3% Relevant 97% Irrelevant #b2bnl
  • 15. #b2bnl
  • 16. Theoretical Needs + Actual Wants 1 #b2bnl
  • 17. Traditional segmentation 1 2 3 By Profile By Preference By Now? #b2bnl
  • 18. Consumers are more demanding 50% of German consumers say information is too generic. Source: Silverpop Survey, Mar 2013 #b2bnl
  • 19. Marketers are not responding 17% of marketers tailor their message to the individual. Source: Silverpop Survey, Mar 2013 #b2bnl
  • 20. The sales cycle is d.e.a.d. 2 #b2bnl
  • 21. 56% of the buying process is invisible to the seller.“The empoweredcustomer isnow in control of thebusiness relationship.” #b2bnlSource: IBM CMO Study 2011
  • 22. 70% of B2B buyers use a search engine at the start of their buying process Source: Mediative Whitepaper, 2011 #b2bnl
  • 23. of C-Level executives prefer to locate information themselves53% Source: Carat UK, Mar 2013 #b2bnl
  • 24. 21% of B2B buyers use social media at some point in the buying process Source: BaseOne Buyersphere 2012 #b2bnl
  • 25. Marketing needs to change #b2bnl
  • 26. The biggest win: by behavior #b2bnl
  • 27. Shrinkingsegments #b2bnl
  • 28. The goal:segments of one #b2bnl
  • 29. Right message.Right time. Right place. #b2bnl
  • 30. 4 steps to behavioralmarketing automation #b2bnl
  • 31. Step 1: Which behaviors to track? Demographics Email behavior Social behavior Web behavior Off-line behavior• Company • Opened email • Likes • Pages viewed • Salesteam interaction• Title • Did not open email • Comments • Links clicked • Event attendance• Sector • Clicked on link • Shares • Cart abandoned • Check-ins/QR codes• Customer/Prospect in email • Facebook forms • Products searched • Call centre activity• Product preferences • Bounced • etc • Forms completed • Catalogue request• etc • No mailing activity • Files downloaded • etc • etc • Videos viewed • etc #b2bnl
  • 32. Step 2: Unify into one customer view LOCATION EMAIL WEBSITE ECOMMERCE SOCIAL CRM BEHAVIORAL DATABASE #b2bnl
  • 33. Step 3: Automate something!• 1. Welcome/Onboarding• 2. Browse Abandonment• 3. Recommendation• 4. Product Review Request• 5. Replenishment/Re-order• 6. Password renewal/reminder• 7. Trials• 8. Cross Sell• 9. Purchase Anniversary/Renewal• 10. Re-engagement #b2bnl
  • 34. Step 4: Personalize channels (e.g. email) Subject Line Personalization 1 First name personalization 1 Personalized Content Name and contact info for each customer’s 2 6 personal rep Dynamic Subject Lines 2 The subject line changes based on the type and duration of club membership Individualized Content Lists 3 For any customer who has purchased two or more items in the last 90 days, list each purchase with review links E-commerce-driven Personalization 4 Display totals and other engaging content to drive follow-on purchases. 7 Website-driven Content 5 Directly track each customer’s web activity and prompt them to visit new areas of the site. Send Time Optimization 3 6 The message arrives in each individual’s inbox at precisely the time that individual is most likely to 1 check email. Data-driven Dynamic Image 7 Image is selected based on demographic and 4 profile info 8 Score-driven Dynamic Offer 5 8 Discounts/prices vary by social influence #b2bnl and time since last purchase
  • 35. Behavioral Marketing @Work #b2bnl
  • 36. Lead score on demographics & behaviors Heavy Behavior Low Interest Interest Profile 1 2 3 4 Great Fit A 32+/15+ 32+/10-14 32+/6-9 32+/0-5 B 20-31/15+ 20-31/10-14 20-31/6-9 20-31/0-5 C 10-19/15+ 10-19/10-14 10-19/6-9 10-19/0-5 OK fit D 0-9/15+ 0-9/10-14 0-9/6-9 0-9/0-5 #b2bnl
  • 37. Prioritize “sales-ready” leads Heavy Behavior Low Interest Interest Profile 1 2 3 4 Great Fit A 32+/15+ 32+/10-14 32+/6-9 32+/0-5 B 20-31/15+ 20-31/10-14 20-31/6-9 20-31/0-5 C 10-19/15+ 10-19/10-14 10-19/6-9 10-19/0-5 OK fit D 0-9/15+ 0-9/10-14 0-9/6-9 0-9/0-5 #b2bnl
  • 38. Behavior Driven AutomationCampaign CampaignProgram A Program B 260% lift in product Sales than non automated emails – Empowering Parents Only 4% of emails have been automated thus far yet they drive 40% of email revenue – S&S Worldwide Conversion rates went up 136% with automation - SmartPak #b2bnl
  • 39. Dell/Trend Micro Trend Trend Segment Time Database Micro #1 #4Database POS Segment Post Purchase Survey Welcome Campaign Regular Monthly CampaignsTrend FTP Site Data put on to Default FTP site daily Customer Communications Ad Hoc Campaigns Mid Term Survey Renewal RemindersCleverTouch #1 #4 Data Data manipulated In Trial SegmentTransformation ready for Welcome Campaign silverpop Post Trial #1 #2 Activation Activate - Y Segment Post Purchase Survey Welcome CampaignSilverpop FTP Data uploaded Site to silverpop for #1 scheduled Activate - N daily import Survey #2 Extended Trial Period Campaign Win Back Campaign New contacts Silverpop added to #8 Database Database Highlights- over 4-10k pcm enter this programme, all automated (10 times a day) #b2bnl 5 routes & 9 languages and multi-touch= 250+ scheduled communications
  • 40. Tekstream +200% +105% +75% Revenue Lead conversion rates Pipeline Opps #b2bnl
  • 41. 1 day 3 days Try Why you wizard should1. WizardOverview 1 day 3 days It will Almost Done… help 2. Started you Wizard 1 day 3 days Wizard Custom 3. Completed Results for you Wizard 1 day 4. Add to Did you x days forget …. CartResponding 5. Placed Thank You x days …. to Website Order Behaviors #b2bnl
  • 42. SmartPak Difference After Before Open Rate +68.3% 27.6% 16.4% CTR +103.5% 5.9% 2.9% CTOR +20.9% 21.4% 17.7% Conversion Rate +135.8% 14.6% 6.2% Unsubscribe -42.9% 0.08% 0.14% SPAM Complaint Rate -33.3% 0.04% 0.06% Bounce -6.0% 0.63% 0.67% #b2bnl
  • 43. Agenda• The empowered consumer• Right message, right time, right place• 4 steps to behavioral marketing automation• Behavioral Marketing @Work #b2bnl
  • 44. Thank you @jwattonjwatton@silverpop.com #b2bnl