SlideShare a Scribd company logo
New B2B Customer
Engagement Strategies5
Position for the
long term
1
Revolve around
the customer
journey
3
Earn trust through
thought leadership
5
Know who your
customer’s
customers are
2
Strengthen your
sales and marketing
collaboration
4
Revisit and highlight your
mission, purpose, and offerings
in light of what will be most
helpful to your customers.
How to implement this at your marketing organization
How to implement this by leveraging LinkedIn
Conduct market research
Ask for honest feedback from customers
Check CRM notes
Update your Page
•	 Revisit your organization’s “About us” section
•	 Refresh the hero image banner
Invest in brand awareness campaigns — using organic and paid tactics
Think ...
Which value props seem
best to highlight given the
current environment?
Can we revisit our corporate
messaging and offerings to
help clients emerge from the
pandemic stronger?
Strategy #1
Position for the long term
Think ...
How can we win new customer
relationships, build trust,
and engender loyalty in an
environment where customer
churn can have outsized impact? What value can we deliver
through our research or
data gathering?
Can we adjust our
approach to meet a variety
of customer challenges?
Strategy #2
Know who your customer’s customers are
How to implement this at your marketing organization
How to implement this by leveraging LinkedIn
Capitalize on segmentation strategies
Take advantage of LinkedIn’s unique targeting and filtering features
to hone in on your audience
Look for commonalities, patterns, and trends within the cohort
Try LinkedIn’s Insight Tag, Matched Audiences, and Account-based
marketing tools
Refocus on knowing
your customer—
and their customers
Think ...
How can we move our efforts
beyond lead generation, to include
journey enablement and customer
relationship management?
How do we earn the
permission to sell?
How to implement this at your marketing organization
How to implement this by leveraging LinkedIn
Identify potential buyers early — and engage them via content marketing
Pursue content and experiences aimed at reducing barriers to
prospective customers
Build a quality Page for your company:
•	 Regularly publish quality content
•	 Engage in community management
•	 Ask and answer questions and respond to comments
Build trust by sparking meaningful and thought-provoking
conversations within LinkedIn Groups
Take notice of what content your customers are engaging with
Strategy #3
Revolve around the customer journey
How to implement this at your marketing organization
How to implement this by leveraging LinkedIn
Source insights and inspiration from sales counterparts to acquire
understanding of critical pipeline KPIs, customer journey stages,
and touchpoints where challenges are occurring
Generate content that can tie directly to sales efforts
Generate late-stage materials to prove value to reluctant buyers
Design a content plan that connects your branding — and lead gen efforts —
to sales activation
Run a Sponsored Content campaign on a specific message. Then, ask sales
to outreach with content that mirrors and expands upon the same messaging.
Introduce one of your sales reps in a virtual event to establish familiarity and
rapport with attending prospects
Think ...
Where are we delivering
sub-par experiences in
our customer journey?
How can we better partner
to achieve positive
customer outcomes?
Strategy #4
Strengthen your sales and marketing collaboration
White Space
Trust
Vision
Brevity
Relevance
Attribution
Think ...
How can we lean into our
expertise to establish goodwill
and build brand equity?
How can we empower
our sales team with
permission to sell?
Strategy #5
Earn trust through thought leadership
How to implement this at your
marketing organization
How to implement this by leveraging LinkedIn
Host a LinkedIn Event, then use organic and paid options to
boost awareness. Post about your upcoming LinkedIn Event
on your LinkedIn Page and Group.
Share relevant industry research conducted by your
company or a trusted third party partner on your Page
Feature your company’s leaders within videos and posts
Partner up with industry influencers to co-create content
Perform primary research —
this empowers you to help your
customers to solve timely
challenges in concrete ways
Measure progress
Take advantage of all your
channels (e.g., blogs, social channels,
industry forums)
Review Edelman’s Thought Leadership
Flywheel (shown to the right)
About LinkedIn
LinkedIn operates the world’s largest professional network on the Internet with more
than 700 million members in over 200 countries and territories. This represents the
largest group anywhere of influential, affluent, and educated people.
Relationships matter
With LinkedIn Marketing Solutions, brands build relationships with the world’s
professionals by using accurate targeting to deliver relevant content and
communications. As today’s connected professionals seek out ideas and insights
from the people and brands they trust, marketers use LinkedIn to target advertising
and publish relevant content in a professional context. Brands extend reach through
the social sharing that occurs naturally on LinkedIn.
For more tips on how to best engage customers in 2021,
watch the full episode of “Live with Marketers: New
Customer Engagement Strategies.”

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5 New Customer Engagement Strategies to Activate on LinkedIn

  • 2. Position for the long term 1 Revolve around the customer journey 3 Earn trust through thought leadership 5 Know who your customer’s customers are 2 Strengthen your sales and marketing collaboration 4
  • 3. Revisit and highlight your mission, purpose, and offerings in light of what will be most helpful to your customers. How to implement this at your marketing organization How to implement this by leveraging LinkedIn Conduct market research Ask for honest feedback from customers Check CRM notes Update your Page • Revisit your organization’s “About us” section • Refresh the hero image banner Invest in brand awareness campaigns — using organic and paid tactics Think ... Which value props seem best to highlight given the current environment? Can we revisit our corporate messaging and offerings to help clients emerge from the pandemic stronger? Strategy #1 Position for the long term
  • 4. Think ... How can we win new customer relationships, build trust, and engender loyalty in an environment where customer churn can have outsized impact? What value can we deliver through our research or data gathering? Can we adjust our approach to meet a variety of customer challenges? Strategy #2 Know who your customer’s customers are How to implement this at your marketing organization How to implement this by leveraging LinkedIn Capitalize on segmentation strategies Take advantage of LinkedIn’s unique targeting and filtering features to hone in on your audience Look for commonalities, patterns, and trends within the cohort Try LinkedIn’s Insight Tag, Matched Audiences, and Account-based marketing tools Refocus on knowing your customer— and their customers
  • 5. Think ... How can we move our efforts beyond lead generation, to include journey enablement and customer relationship management? How do we earn the permission to sell? How to implement this at your marketing organization How to implement this by leveraging LinkedIn Identify potential buyers early — and engage them via content marketing Pursue content and experiences aimed at reducing barriers to prospective customers Build a quality Page for your company: • Regularly publish quality content • Engage in community management • Ask and answer questions and respond to comments Build trust by sparking meaningful and thought-provoking conversations within LinkedIn Groups Take notice of what content your customers are engaging with Strategy #3 Revolve around the customer journey
  • 6. How to implement this at your marketing organization How to implement this by leveraging LinkedIn Source insights and inspiration from sales counterparts to acquire understanding of critical pipeline KPIs, customer journey stages, and touchpoints where challenges are occurring Generate content that can tie directly to sales efforts Generate late-stage materials to prove value to reluctant buyers Design a content plan that connects your branding — and lead gen efforts — to sales activation Run a Sponsored Content campaign on a specific message. Then, ask sales to outreach with content that mirrors and expands upon the same messaging. Introduce one of your sales reps in a virtual event to establish familiarity and rapport with attending prospects Think ... Where are we delivering sub-par experiences in our customer journey? How can we better partner to achieve positive customer outcomes? Strategy #4 Strengthen your sales and marketing collaboration
  • 7. White Space Trust Vision Brevity Relevance Attribution Think ... How can we lean into our expertise to establish goodwill and build brand equity? How can we empower our sales team with permission to sell? Strategy #5 Earn trust through thought leadership How to implement this at your marketing organization How to implement this by leveraging LinkedIn Host a LinkedIn Event, then use organic and paid options to boost awareness. Post about your upcoming LinkedIn Event on your LinkedIn Page and Group. Share relevant industry research conducted by your company or a trusted third party partner on your Page Feature your company’s leaders within videos and posts Partner up with industry influencers to co-create content Perform primary research — this empowers you to help your customers to solve timely challenges in concrete ways Measure progress Take advantage of all your channels (e.g., blogs, social channels, industry forums) Review Edelman’s Thought Leadership Flywheel (shown to the right)
  • 8. About LinkedIn LinkedIn operates the world’s largest professional network on the Internet with more than 700 million members in over 200 countries and territories. This represents the largest group anywhere of influential, affluent, and educated people. Relationships matter With LinkedIn Marketing Solutions, brands build relationships with the world’s professionals by using accurate targeting to deliver relevant content and communications. As today’s connected professionals seek out ideas and insights from the people and brands they trust, marketers use LinkedIn to target advertising and publish relevant content in a professional context. Brands extend reach through the social sharing that occurs naturally on LinkedIn. For more tips on how to best engage customers in 2021, watch the full episode of “Live with Marketers: New Customer Engagement Strategies.”