How to Scale Your Customer Nurture Program
When you leverage an effective Customer Nurture program, you could be rewarded with twice as much – if not more – revenue. Nurture your customers to ensure they achieve their desired result and continue renewing, expanding their use of your product or service, and become vocal advocates.
Customer Nurture is a powerful subset of Customer Success Management (CSM) and when you join Jen Gray, Marketing Manager at Adobe PhoneGap, Anthony Nygren, EVP at EMI Strategic Marketing, and Lincoln Murphy, Customer Success Evangelist at Gainsight, you’ll learn the strategies, tactics, tips, and tricks you need to know in order to scale your Customer Nurture program to create long-term value for your customers.
By the end of the webinar, you’ll have learned how to:
* Segment your customers and identify success milestones
* Figure out when and how to interact with your customers
* Operationalize your engagement, upsell, and advocacy programs
Who: Jen Gray, Marketing Manager at Adobe PhoneGap, Anthony Nygren, EVP at EMI Strategic Marketing, and Lincoln Murphy, Customer Success Evangelist at Gainsight
HOW TO HANDLE SALES OBJECTIONS | SELLING AND NEGOTIATION
Customer Success Marketing: Scaling your Nurture Program
1. Customer Success & Marketing:
Scaling Your Nurture Program
January 21, 2015
2. Housekeeping
• Q&A panel on your right
• Recording for colleagues who can’t make it
• All attendees will receive slides
• Twitter hashtag #customersuccess
3. On Your Mind?
• Strategy
• What is customer marketing and why should I care?
• What is the role of communications vs. offers?
• Where does this role fit in my organization and who does it report to?
• Implementation
• What are the challenges I should be aware of as I start a program?
• What should my game plan look like?
• What technologies will I need?
6. Customer Success
Marketing: How to Keep
Climbing the Mountain
January 21, 2015
15 Broad Street, Boston, MA 02109 www.emiboston.com
7. Page 7www.emiboston.com @mktg4technology
Industry Knowledge Functional Experience
Research and Strategy Creative Execution
Who Is EMI Strategic Marketing?
Strategic, Creative, Pragmatic
Solutions for Optimizing
Customer Lifetime Value
We have…
We do…
8. Page 8www.emiboston.com @mktg4technology
“Nurturing” vs “Marketing” vs “Coaching”
Don’t fool yourself: you’re trying to get
them to do what you want them to do…
…but you’re not always trying to
push them to buy
9. Page 9www.emiboston.com @mktg4technology
One Funnel vs Two Funnels vs Funnel after Funnel
Deal
Maximize CLV
Old Model Captures “Post-Contract” Effort…
…but loses the focus
“In a recurring
revenue business,
there’s always
another purchase”
– Dan Steinman
10. Page 10www.emiboston.com @mktg4technology
OR: The bear went over the mountain
Customer marketing/coaching
is a never-ending effort to
INFLUENCE CUSTOMER
BEHAVIOR in the direction of
adoption, expansion, renewal,
maximization of lifetime value,
with always more on the
horizon…
…and hopefully you’ll be as
happy doing it as this guy
12. Page 12www.emiboston.com @mktg4technology
How to define objectives
Influence Timing
Do you want to affect
behavior NOW or in the
FUTURE?
Influence Targeting
Do you want to affect an
individual’s behavior or a
whole group’s?
TimingImmediate
Long-Term
Individual
Segment/All
Have an objective
Get and maintain the
audience’s attention
Audience
13. Page 13www.emiboston.com @mktg4technology
Turn objectives into tactics
Customer feedback
survey invitation
Monthly
eNewsletter
New feature/service
promotion
Training
next steps email
Immediate
Long-Term
Individual
Segment/All
Have an objective
Get and maintain the
audience’s attention
14. Page 14www.emiboston.com @mktg4technology
How to get and maintain audience attention
You EARN it.
By creating a program
that:
Is relevant
Delivers value
Have an objective
Get and maintain the
audience’s attention
15. Page 15www.emiboston.com @mktg4technology
Be relevant. Deliver value.
Be Relevant
Who is the audience?
Company/Industry
Role
Needs
What is the audience doing?
App usage
Training
Previous behavior
Have an objective
Get and maintain the
audience’s attention
Deliver Value
Understand “value”
Don’t always sell*
Make it about them, not you
Tell them something new
Keep it simple
*Not to be confused with “Don’t ever sell”
17. Page 17www.emiboston.com @mktg4technology
Who is responsible?
Knowledge of
customers
Understanding of
lifecyle and points
of friction
Context of other
customer
communications
Experience
influencing behavior
Knowledge of
segmentation and
targeting
Expertise with
marketing best
practices
Customer
Marketing /
Coaching Sweet
Spot
MarketingCustomer Success
54. Step 6: expansion & advocacy
• Upsell/cross-sell campaigns
• Referral campaigns
• Build in reference and case study
indicators in QBRs
• Create rewards program
55. Misc. tips
• Customer success marketing is a
revenue generator
• Start small
• Have fun!