SlideShare a Scribd company logo

NextGen Customer Engagement - An Extension from Dave McClure's Pirate Startup Metrics Presentation

Dalia Asterbadi
Dalia Asterbadi
Dalia Asterbadipassionately curious

NextGen Customer Engagement - An Extension from Dave McClure's Pirate Startup Metrics Presentation Key note from innovation summit in 2015. Dalia was asked to take on the 2008 presentation and expand based on the work done with realSociable and her career as a technology-driven marketer and engineer. Keeping the pirate theme, the presentation walks through an adaptation to the framework by Dave McClure.

NextGen Customer Engagement - An Extension from Dave McClure's Pirate Startup Metrics Presentation

1 of 33
Download to read offline
Confiden'al	–	All	rights	reserved.	2014	
Keynote: 
Next-Generation Customer Engagement 
Finding, converting, and creating customers for success.


The evolution of the the funnel in an engaged paradigm.
& an extended vision taken from Dave McClure’s 
“Startup Metrics for Pirates” popular slideshare.








Dalia Asterbadi
About Me – How I got here today!
5 Things besides my career I feel
important to share
•  I am a Systems Engineer
•  I am inspired by Ogilvy, Forefathers of
Solution Selling
•  I have been obsessed with systems and
how they can break
•  I played with the internet in 1987
•  I never stop learning.
•  …..
What prompted this discussion?
1.  A big thanks to Dave for his amazing thought leadership with
his Pirates analogy. If you haven’t seen it google; “Dave
McClure slideshare start up metrics pirate” 
2.  The # of views and learning, had many ask me questions about
the work I am doing and what I would do differently.
3.  Dave’s presentation is so well done – in my world creating
differentiation can have a few add-ons.
4.  I thought I carry the pirate theme, and present 2.0 (all my
opinion and not endorsed by Dave.)
I hope you enjoy this but cannot promise sound effects
– so let’s begin!
The Problem | Quantitative Metrics are NOT King!
Social data & corporate updates has a HUGE potential to give early
indicators of viability & qualification – but it is not tapped efficiently -
Acquisition & Activation
•  Not focused on the goal
•  Trial & error
•  Segmenting on desired audience
•  Engagement is generic
Analytics
•  Post Event Review
•  Broad segments
•  Too many variables to qualify
•  Asynchronous
Some thoughts into Metrics for Pirates by Dave McClure
Positive Takeways
•  Multiple Channels to drive traffic
•  Iteration of landing page & other assets is a
must
•  Segmentation is a must & important to drive
full funnel success!
•  Metrics Metrics & Metrics are essential.
Gaps & Areas of Improvement
•  Analyze your best activation. Reverse back to
channel & conversion point.
•  Learn more about your users’s priority.
•  Look for key signals that share both activation
and retention focus.
•  Metrics cannot only be your assets. Your
world is not your ideal user’s world.
Customer Lifecycle: 5 Steps to Success
•  Acquisition: users come to the site from various channels
•  Activation: users enjoy 1st visit: "happy" user experience
•  Retention: users come back, visit site multiple times
•  Referral: users like product enough to refer others
•  Revenue: users conduct some monetization behavior
AARRR!
From Dave’s presentation. A perfect stating point into the lifecycle.

Recommended

Customer journey mapping
Customer journey mappingCustomer journey mapping
Customer journey mappingJames Cracknell
 
User Adoption Strategies: Part 1
User Adoption Strategies: Part 1User Adoption Strategies: Part 1
User Adoption Strategies: Part 1Michael Sampson
 
A Guide To Customer Experience Mapping
A Guide To Customer Experience MappingA Guide To Customer Experience Mapping
A Guide To Customer Experience MappingBryan K. O'Rourke
 
Create Your End User Adoption Strategy - Office 365 Edition
Create Your End User Adoption Strategy - Office 365 EditionCreate Your End User Adoption Strategy - Office 365 Edition
Create Your End User Adoption Strategy - Office 365 EditionErica Toelle
 
Best practices in customer experience mapping
Best practices in customer experience mappingBest practices in customer experience mapping
Best practices in customer experience mappingsuitecx
 
Social Media Management - Phase 1 (Design)
Social Media Management - Phase 1 (Design)Social Media Management - Phase 1 (Design)
Social Media Management - Phase 1 (Design)Jim Clark
 
Social Media Management - Phase 6 (Sales)
Social Media Management - Phase 6 (Sales)Social Media Management - Phase 6 (Sales)
Social Media Management - Phase 6 (Sales)Jim Clark
 

More Related Content

What's hot

Frequently asked questions about customer journey mapping
Frequently asked questions about customer journey mappingFrequently asked questions about customer journey mapping
Frequently asked questions about customer journey mappingsuitecx
 
Improving customer experience, customer satisfaction, customer loyalty, custo...
Improving customer experience, customer satisfaction, customer loyalty, custo...Improving customer experience, customer satisfaction, customer loyalty, custo...
Improving customer experience, customer satisfaction, customer loyalty, custo...Ransys Feedback Technologies
 
Find the Gaps with a Customer Experience Map CRMEvolution 2014
Find the Gaps with a Customer Experience Map CRMEvolution 2014Find the Gaps with a Customer Experience Map CRMEvolution 2014
Find the Gaps with a Customer Experience Map CRMEvolution 2014jhewitt98
 
Now What? How to Execute on your Customer Experience Strategy
Now What? How to Execute on your Customer Experience StrategyNow What? How to Execute on your Customer Experience Strategy
Now What? How to Execute on your Customer Experience Strategysuitecx
 
Customer Experience Demystified
Customer Experience DemystifiedCustomer Experience Demystified
Customer Experience DemystifiedClearAction
 
The Science of Customer Experience (CX)
The Science of Customer Experience (CX)The Science of Customer Experience (CX)
The Science of Customer Experience (CX)Customer Thermometer
 
Best Practices in Customer Experience Mapping
Best Practices in Customer Experience MappingBest Practices in Customer Experience Mapping
Best Practices in Customer Experience MappingAnne Cramer, CCXP
 
Customer Journey Mapping
Customer Journey MappingCustomer Journey Mapping
Customer Journey MappingLenati
 
Lori Customer Experience Presentation
Lori Customer Experience PresentationLori Customer Experience Presentation
Lori Customer Experience PresentationLori Fraijo Raygoza
 
Getting started with social business
Getting started with social businessGetting started with social business
Getting started with social businessStephen Danelutti
 
The Consumer Journey
The Consumer JourneyThe Consumer Journey
The Consumer JourneyLEAP
 
25 Lenses for Customer Experience - Peopledesign
25 Lenses for Customer Experience - Peopledesign25 Lenses for Customer Experience - Peopledesign
25 Lenses for Customer Experience - PeopledesignPeopledesign
 
Customer Experience Journey Mapping
Customer Experience Journey MappingCustomer Experience Journey Mapping
Customer Experience Journey MappingClearAction
 
Customer Experience Mapping PowerPoint Presentation Slides
Customer Experience Mapping PowerPoint Presentation SlidesCustomer Experience Mapping PowerPoint Presentation Slides
Customer Experience Mapping PowerPoint Presentation SlidesSlideTeam
 
Customer Success Management - Experience Hacking in the Subscription Age
Customer Success Management - Experience Hacking in the Subscription AgeCustomer Success Management - Experience Hacking in the Subscription Age
Customer Success Management - Experience Hacking in the Subscription AgeStephen Danelutti
 
Kỹ năng bán hàng cùng Google adwords - p1, Xây Dựng
Kỹ năng bán hàng cùng Google adwords - p1, Xây DựngKỹ năng bán hàng cùng Google adwords - p1, Xây Dựng
Kỹ năng bán hàng cùng Google adwords - p1, Xây DựngTường Đặng
 
How to Build a Customer Experience Framework
How to Build a Customer Experience FrameworkHow to Build a Customer Experience Framework
How to Build a Customer Experience FrameworkCenterline Digital
 
Customer Experience Strategy
Customer Experience StrategyCustomer Experience Strategy
Customer Experience StrategyLCA-LoriCarr
 
Customer Experience Improvement: Finding the Right Data Strategy
Customer Experience Improvement: Finding the Right Data StrategyCustomer Experience Improvement: Finding the Right Data Strategy
Customer Experience Improvement: Finding the Right Data Strategysuitecx
 

What's hot (20)

Frequently asked questions about customer journey mapping
Frequently asked questions about customer journey mappingFrequently asked questions about customer journey mapping
Frequently asked questions about customer journey mapping
 
Improving customer experience, customer satisfaction, customer loyalty, custo...
Improving customer experience, customer satisfaction, customer loyalty, custo...Improving customer experience, customer satisfaction, customer loyalty, custo...
Improving customer experience, customer satisfaction, customer loyalty, custo...
 
Find the Gaps with a Customer Experience Map CRMEvolution 2014
Find the Gaps with a Customer Experience Map CRMEvolution 2014Find the Gaps with a Customer Experience Map CRMEvolution 2014
Find the Gaps with a Customer Experience Map CRMEvolution 2014
 
Now What? How to Execute on your Customer Experience Strategy
Now What? How to Execute on your Customer Experience StrategyNow What? How to Execute on your Customer Experience Strategy
Now What? How to Execute on your Customer Experience Strategy
 
Customer Experience Demystified
Customer Experience DemystifiedCustomer Experience Demystified
Customer Experience Demystified
 
The Science of Customer Experience (CX)
The Science of Customer Experience (CX)The Science of Customer Experience (CX)
The Science of Customer Experience (CX)
 
Best Practices in Customer Experience Mapping
Best Practices in Customer Experience MappingBest Practices in Customer Experience Mapping
Best Practices in Customer Experience Mapping
 
Customer Journey Mapping
Customer Journey MappingCustomer Journey Mapping
Customer Journey Mapping
 
Lori Customer Experience Presentation
Lori Customer Experience PresentationLori Customer Experience Presentation
Lori Customer Experience Presentation
 
Getting started with social business
Getting started with social businessGetting started with social business
Getting started with social business
 
The Consumer Journey
The Consumer JourneyThe Consumer Journey
The Consumer Journey
 
25 Lenses for Customer Experience - Peopledesign
25 Lenses for Customer Experience - Peopledesign25 Lenses for Customer Experience - Peopledesign
25 Lenses for Customer Experience - Peopledesign
 
Customer Experience Journey Mapping
Customer Experience Journey MappingCustomer Experience Journey Mapping
Customer Experience Journey Mapping
 
Customer Experience Mapping PowerPoint Presentation Slides
Customer Experience Mapping PowerPoint Presentation SlidesCustomer Experience Mapping PowerPoint Presentation Slides
Customer Experience Mapping PowerPoint Presentation Slides
 
Customer Success Management - Experience Hacking in the Subscription Age
Customer Success Management - Experience Hacking in the Subscription AgeCustomer Success Management - Experience Hacking in the Subscription Age
Customer Success Management - Experience Hacking in the Subscription Age
 
Uxcoach Yshek Iasummit2008
Uxcoach Yshek Iasummit2008Uxcoach Yshek Iasummit2008
Uxcoach Yshek Iasummit2008
 
Kỹ năng bán hàng cùng Google adwords - p1, Xây Dựng
Kỹ năng bán hàng cùng Google adwords - p1, Xây DựngKỹ năng bán hàng cùng Google adwords - p1, Xây Dựng
Kỹ năng bán hàng cùng Google adwords - p1, Xây Dựng
 
How to Build a Customer Experience Framework
How to Build a Customer Experience FrameworkHow to Build a Customer Experience Framework
How to Build a Customer Experience Framework
 
Customer Experience Strategy
Customer Experience StrategyCustomer Experience Strategy
Customer Experience Strategy
 
Customer Experience Improvement: Finding the Right Data Strategy
Customer Experience Improvement: Finding the Right Data StrategyCustomer Experience Improvement: Finding the Right Data Strategy
Customer Experience Improvement: Finding the Right Data Strategy
 

Viewers also liked

Final Presentation-KUHN
Final Presentation-KUHNFinal Presentation-KUHN
Final Presentation-KUHNshippensville
 
Michael Jackson
Michael JacksonMichael Jackson
Michael JacksonPamela0710
 
핑그래프(Fingra.ph) 모바일 광고 적용 사례
핑그래프(Fingra.ph) 모바일 광고 적용 사례핑그래프(Fingra.ph) 모바일 광고 적용 사례
핑그래프(Fingra.ph) 모바일 광고 적용 사례Fingra.ph
 
Design Pattern with Burger
Design Pattern with BurgerDesign Pattern with Burger
Design Pattern with BurgerJun Shimizu
 
Slicing Up the Mobile Services Revenue Pie
Slicing Up the Mobile Services Revenue PieSlicing Up the Mobile Services Revenue Pie
Slicing Up the Mobile Services Revenue PieSam Gellar
 
[PHP] Zend_Db (Zend Framework)
[PHP] Zend_Db (Zend Framework)[PHP] Zend_Db (Zend Framework)
[PHP] Zend_Db (Zend Framework)Jun Shimizu
 
핑그래프(Fingra.ph) 모바일 게임 적용 사례
핑그래프(Fingra.ph) 모바일 게임 적용 사례핑그래프(Fingra.ph) 모바일 게임 적용 사례
핑그래프(Fingra.ph) 모바일 게임 적용 사례Fingra.ph
 
Canadian Anti-Spam Legislation(CASL) & New Marketing Strategies
Canadian Anti-Spam Legislation(CASL) & New Marketing StrategiesCanadian Anti-Spam Legislation(CASL) & New Marketing Strategies
Canadian Anti-Spam Legislation(CASL) & New Marketing StrategiesDalia Asterbadi
 
핑그래프 리딤코드 적용법
핑그래프 리딤코드 적용법핑그래프 리딤코드 적용법
핑그래프 리딤코드 적용법Fingra.ph
 
realSociable - Creating a need and changing sales flow
realSociable - Creating a need and changing sales flowrealSociable - Creating a need and changing sales flow
realSociable - Creating a need and changing sales flowDalia Asterbadi
 
Engagement for a Modern Sales Team
Engagement for a Modern Sales TeamEngagement for a Modern Sales Team
Engagement for a Modern Sales TeamDalia Asterbadi
 

Viewers also liked (12)

Final Presentation-KUHN
Final Presentation-KUHNFinal Presentation-KUHN
Final Presentation-KUHN
 
Michael Jackson
Michael JacksonMichael Jackson
Michael Jackson
 
핑그래프(Fingra.ph) 모바일 광고 적용 사례
핑그래프(Fingra.ph) 모바일 광고 적용 사례핑그래프(Fingra.ph) 모바일 광고 적용 사례
핑그래프(Fingra.ph) 모바일 광고 적용 사례
 
Design Pattern with Burger
Design Pattern with BurgerDesign Pattern with Burger
Design Pattern with Burger
 
Piling lica
Piling licaPiling lica
Piling lica
 
Slicing Up the Mobile Services Revenue Pie
Slicing Up the Mobile Services Revenue PieSlicing Up the Mobile Services Revenue Pie
Slicing Up the Mobile Services Revenue Pie
 
[PHP] Zend_Db (Zend Framework)
[PHP] Zend_Db (Zend Framework)[PHP] Zend_Db (Zend Framework)
[PHP] Zend_Db (Zend Framework)
 
핑그래프(Fingra.ph) 모바일 게임 적용 사례
핑그래프(Fingra.ph) 모바일 게임 적용 사례핑그래프(Fingra.ph) 모바일 게임 적용 사례
핑그래프(Fingra.ph) 모바일 게임 적용 사례
 
Canadian Anti-Spam Legislation(CASL) & New Marketing Strategies
Canadian Anti-Spam Legislation(CASL) & New Marketing StrategiesCanadian Anti-Spam Legislation(CASL) & New Marketing Strategies
Canadian Anti-Spam Legislation(CASL) & New Marketing Strategies
 
핑그래프 리딤코드 적용법
핑그래프 리딤코드 적용법핑그래프 리딤코드 적용법
핑그래프 리딤코드 적용법
 
realSociable - Creating a need and changing sales flow
realSociable - Creating a need and changing sales flowrealSociable - Creating a need and changing sales flow
realSociable - Creating a need and changing sales flow
 
Engagement for a Modern Sales Team
Engagement for a Modern Sales TeamEngagement for a Modern Sales Team
Engagement for a Modern Sales Team
 

Similar to NextGen Customer Engagement - An Extension from Dave McClure's Pirate Startup Metrics Presentation

Social Media Business Intelligence (SNHU Bootcamp Presentation)
Social Media Business Intelligence (SNHU Bootcamp Presentation)Social Media Business Intelligence (SNHU Bootcamp Presentation)
Social Media Business Intelligence (SNHU Bootcamp Presentation)wedu, Inc
 
Ken sandy- Productized Masterclasses
Ken sandy- Productized Masterclasses Ken sandy- Productized Masterclasses
Ken sandy- Productized Masterclasses Productized
 
The ROI of Great Sales Coaching
The ROI of Great Sales CoachingThe ROI of Great Sales Coaching
The ROI of Great Sales CoachingRevegy, Inc.
 
The Garage Group on Bringing the Outside In: Collaborating with External Stak...
The Garage Group on Bringing the Outside In: Collaborating with External Stak...The Garage Group on Bringing the Outside In: Collaborating with External Stak...
The Garage Group on Bringing the Outside In: Collaborating with External Stak...The Garage Group
 
Delivering a Predictable Pipeline-A B2B Revenue Ops Success Framework and Mat...
Delivering a Predictable Pipeline-A B2B Revenue Ops Success Framework and Mat...Delivering a Predictable Pipeline-A B2B Revenue Ops Success Framework and Mat...
Delivering a Predictable Pipeline-A B2B Revenue Ops Success Framework and Mat...amber-javaid
 
Delivering a Predictable Pipeline: B2B Revenue Ops Success Framework
Delivering a Predictable Pipeline: B2B Revenue Ops Success FrameworkDelivering a Predictable Pipeline: B2B Revenue Ops Success Framework
Delivering a Predictable Pipeline: B2B Revenue Ops Success FrameworkHeinz Marketing Inc
 
Empired Convergence 2017 - Transforming you customer experience
Empired Convergence 2017 - Transforming you customer experienceEmpired Convergence 2017 - Transforming you customer experience
Empired Convergence 2017 - Transforming you customer experienceEmpired
 
EDCA in Lean Sales and Marketing
EDCA in Lean Sales and MarketingEDCA in Lean Sales and Marketing
EDCA in Lean Sales and MarketingBusiness901
 
PM Skills & Toolkit for Driving Customer-Focused Teams
PM Skills & Toolkit for Driving Customer-Focused TeamsPM Skills & Toolkit for Driving Customer-Focused Teams
PM Skills & Toolkit for Driving Customer-Focused TeamsProduct School
 
Evolving into the Enlightened Growth Leader
Evolving into the Enlightened Growth LeaderEvolving into the Enlightened Growth Leader
Evolving into the Enlightened Growth LeaderDani Hart
 
Marketing 3.0: Creating a Faster Path to Innovation and Results
Marketing 3.0: Creating a Faster Path to Innovation and ResultsMarketing 3.0: Creating a Faster Path to Innovation and Results
Marketing 3.0: Creating a Faster Path to Innovation and ResultsSteve Drake
 
CRM Training PPT - 1-11-15 RevisionAY
CRM Training PPT - 1-11-15 RevisionAYCRM Training PPT - 1-11-15 RevisionAY
CRM Training PPT - 1-11-15 RevisionAYTargetcast
 
Lean LaunchPad: Analytics Workshop
Lean LaunchPad: Analytics WorkshopLean LaunchPad: Analytics Workshop
Lean LaunchPad: Analytics WorkshopStanford University
 
Keep Your Customers Coming Back for More
Keep Your Customers Coming Back for MoreKeep Your Customers Coming Back for More
Keep Your Customers Coming Back for MoreMarketo
 
How Enterprise SaaS Companies Justify Investment in Customer Success
How Enterprise SaaS Companies Justify Investment in Customer SuccessHow Enterprise SaaS Companies Justify Investment in Customer Success
How Enterprise SaaS Companies Justify Investment in Customer SuccessGainsight
 
Michigan Marketing Minds - September 9, 2014 - Expressing Thought Leadership:...
Michigan Marketing Minds - September 9, 2014 - Expressing Thought Leadership:...Michigan Marketing Minds - September 9, 2014 - Expressing Thought Leadership:...
Michigan Marketing Minds - September 9, 2014 - Expressing Thought Leadership:...AnnArborSPARK
 
Predictable Pipeline Midyear Review
Predictable Pipeline Midyear ReviewPredictable Pipeline Midyear Review
Predictable Pipeline Midyear ReviewHeinz Marketing Inc
 

Similar to NextGen Customer Engagement - An Extension from Dave McClure's Pirate Startup Metrics Presentation (20)

Social Media Business Intelligence (SNHU Bootcamp Presentation)
Social Media Business Intelligence (SNHU Bootcamp Presentation)Social Media Business Intelligence (SNHU Bootcamp Presentation)
Social Media Business Intelligence (SNHU Bootcamp Presentation)
 
Ken sandy- Productized Masterclasses
Ken sandy- Productized Masterclasses Ken sandy- Productized Masterclasses
Ken sandy- Productized Masterclasses
 
The ROI of Great Sales Coaching
The ROI of Great Sales CoachingThe ROI of Great Sales Coaching
The ROI of Great Sales Coaching
 
The Garage Group on Bringing the Outside In: Collaborating with External Stak...
The Garage Group on Bringing the Outside In: Collaborating with External Stak...The Garage Group on Bringing the Outside In: Collaborating with External Stak...
The Garage Group on Bringing the Outside In: Collaborating with External Stak...
 
Delivering a Predictable Pipeline-A B2B Revenue Ops Success Framework and Mat...
Delivering a Predictable Pipeline-A B2B Revenue Ops Success Framework and Mat...Delivering a Predictable Pipeline-A B2B Revenue Ops Success Framework and Mat...
Delivering a Predictable Pipeline-A B2B Revenue Ops Success Framework and Mat...
 
Delivering a Predictable Pipeline: B2B Revenue Ops Success Framework
Delivering a Predictable Pipeline: B2B Revenue Ops Success FrameworkDelivering a Predictable Pipeline: B2B Revenue Ops Success Framework
Delivering a Predictable Pipeline: B2B Revenue Ops Success Framework
 
Empired Convergence 2017 - Transforming you customer experience
Empired Convergence 2017 - Transforming you customer experienceEmpired Convergence 2017 - Transforming you customer experience
Empired Convergence 2017 - Transforming you customer experience
 
Employee research jump the pitfalls and join the stars
Employee research   jump the pitfalls and join the starsEmployee research   jump the pitfalls and join the stars
Employee research jump the pitfalls and join the stars
 
EDCA in Lean Sales and Marketing
EDCA in Lean Sales and MarketingEDCA in Lean Sales and Marketing
EDCA in Lean Sales and Marketing
 
PM Skills & Toolkit for Driving Customer-Focused Teams
PM Skills & Toolkit for Driving Customer-Focused TeamsPM Skills & Toolkit for Driving Customer-Focused Teams
PM Skills & Toolkit for Driving Customer-Focused Teams
 
Evolving into the Enlightened Growth Leader
Evolving into the Enlightened Growth LeaderEvolving into the Enlightened Growth Leader
Evolving into the Enlightened Growth Leader
 
Marketing 3.0: Creating a Faster Path to Innovation and Results
Marketing 3.0: Creating a Faster Path to Innovation and ResultsMarketing 3.0: Creating a Faster Path to Innovation and Results
Marketing 3.0: Creating a Faster Path to Innovation and Results
 
CRM Training PPT - 1-11-15 RevisionAY
CRM Training PPT - 1-11-15 RevisionAYCRM Training PPT - 1-11-15 RevisionAY
CRM Training PPT - 1-11-15 RevisionAY
 
Lean LaunchPad: Analytics Workshop
Lean LaunchPad: Analytics WorkshopLean LaunchPad: Analytics Workshop
Lean LaunchPad: Analytics Workshop
 
Keep Your Customers Coming Back for More
Keep Your Customers Coming Back for MoreKeep Your Customers Coming Back for More
Keep Your Customers Coming Back for More
 
How Enterprise SaaS Companies Justify Investment in Customer Success
How Enterprise SaaS Companies Justify Investment in Customer SuccessHow Enterprise SaaS Companies Justify Investment in Customer Success
How Enterprise SaaS Companies Justify Investment in Customer Success
 
Digital marketing
Digital marketingDigital marketing
Digital marketing
 
Smart Partnering Method
Smart Partnering MethodSmart Partnering Method
Smart Partnering Method
 
Michigan Marketing Minds - September 9, 2014 - Expressing Thought Leadership:...
Michigan Marketing Minds - September 9, 2014 - Expressing Thought Leadership:...Michigan Marketing Minds - September 9, 2014 - Expressing Thought Leadership:...
Michigan Marketing Minds - September 9, 2014 - Expressing Thought Leadership:...
 
Predictable Pipeline Midyear Review
Predictable Pipeline Midyear ReviewPredictable Pipeline Midyear Review
Predictable Pipeline Midyear Review
 

Recently uploaded

New Zealand Franchising Confidence Index | January 2024
New Zealand Franchising Confidence Index | January 2024New Zealand Franchising Confidence Index | January 2024
New Zealand Franchising Confidence Index | January 2024Franchize Consultants
 
Ch 11 Haunted Castle on Hallows Eve.pptx
Ch 11 Haunted Castle on Hallows Eve.pptxCh 11 Haunted Castle on Hallows Eve.pptx
Ch 11 Haunted Castle on Hallows Eve.pptxdeveloperarafat360
 
HPM Hindustan M-45 (Fungicides) Presentation
HPM Hindustan M-45 (Fungicides) PresentationHPM Hindustan M-45 (Fungicides) Presentation
HPM Hindustan M-45 (Fungicides) PresentationHpm India
 
Presentation Logbook electric car auto drive.pptx
Presentation Logbook electric car auto drive.pptxPresentation Logbook electric car auto drive.pptx
Presentation Logbook electric car auto drive.pptxali2005eisa
 
NCN NETWORK power point bisnis masa.pptx
NCN NETWORK power point bisnis masa.pptxNCN NETWORK power point bisnis masa.pptx
NCN NETWORK power point bisnis masa.pptxCinoGaming1
 
Sustainability Roadmap Infographics_final.pdf
Sustainability Roadmap Infographics_final.pdfSustainability Roadmap Infographics_final.pdf
Sustainability Roadmap Infographics_final.pdfJai Babu
 
DBX Investor Presentation - Q4 and FY 2023
DBX Investor Presentation - Q4 and FY 2023DBX Investor Presentation - Q4 and FY 2023
DBX Investor Presentation - Q4 and FY 2023Dropbox
 
New Zealand Franchising Confidence Index | January 2024
New Zealand Franchising Confidence Index | January 2024New Zealand Franchising Confidence Index | January 2024
New Zealand Franchising Confidence Index | January 2024Franchize Consultants
 
The Economic Benefits of Reshoring to Mexico
The Economic Benefits of Reshoring to MexicoThe Economic Benefits of Reshoring to Mexico
The Economic Benefits of Reshoring to MexicoNovaLink
 
Decoding Generative AI-AI Playbook for Marketing Students_UPower DUGA_Supavad...
Decoding Generative AI-AI Playbook for Marketing Students_UPower DUGA_Supavad...Decoding Generative AI-AI Playbook for Marketing Students_UPower DUGA_Supavad...
Decoding Generative AI-AI Playbook for Marketing Students_UPower DUGA_Supavad...Supavadee(Noi) Tantiyanon
 
Database Set Up Basics Bloomerang Academy
Database Set Up Basics Bloomerang AcademyDatabase Set Up Basics Bloomerang Academy
Database Set Up Basics Bloomerang AcademyBloomerang
 
publicpolicy-130621235359-phpapp02 2.pdf
publicpolicy-130621235359-phpapp02 2.pdfpublicpolicy-130621235359-phpapp02 2.pdf
publicpolicy-130621235359-phpapp02 2.pdfmmople
 
Everything a Homeowner Needs to Know About the Delhi Solar Policy 2024
Everything a Homeowner Needs to Know About the Delhi Solar Policy 2024Everything a Homeowner Needs to Know About the Delhi Solar Policy 2024
Everything a Homeowner Needs to Know About the Delhi Solar Policy 2024MYSUN
 
Introducing Herringbone Collection by Surya Click
Introducing Herringbone Collection by Surya ClickIntroducing Herringbone Collection by Surya Click
Introducing Herringbone Collection by Surya ClickSurya Panel Private Limited
 
edition features a handful of the Brands Of Honour- 2024.pdf
edition features a handful of the Brands Of Honour- 2024.pdfedition features a handful of the Brands Of Honour- 2024.pdf
edition features a handful of the Brands Of Honour- 2024.pdfinsightssuccess2
 
Database Management.pdf
Database Management.pdfDatabase Management.pdf
Database Management.pdfBloomerang
 

Recently uploaded (20)

New Zealand Franchising Confidence Index | January 2024
New Zealand Franchising Confidence Index | January 2024New Zealand Franchising Confidence Index | January 2024
New Zealand Franchising Confidence Index | January 2024
 
Authentically Social by Corey Perlman (MyBOD)
Authentically Social by Corey Perlman (MyBOD)Authentically Social by Corey Perlman (MyBOD)
Authentically Social by Corey Perlman (MyBOD)
 
Ch 11 Haunted Castle on Hallows Eve.pptx
Ch 11 Haunted Castle on Hallows Eve.pptxCh 11 Haunted Castle on Hallows Eve.pptx
Ch 11 Haunted Castle on Hallows Eve.pptx
 
Carol Scott - How to Thrive in the AI Era.pdf
Carol Scott - How to Thrive in the AI Era.pdfCarol Scott - How to Thrive in the AI Era.pdf
Carol Scott - How to Thrive in the AI Era.pdf
 
HPM Hindustan M-45 (Fungicides) Presentation
HPM Hindustan M-45 (Fungicides) PresentationHPM Hindustan M-45 (Fungicides) Presentation
HPM Hindustan M-45 (Fungicides) Presentation
 
Presentation Logbook electric car auto drive.pptx
Presentation Logbook electric car auto drive.pptxPresentation Logbook electric car auto drive.pptx
Presentation Logbook electric car auto drive.pptx
 
NCN NETWORK power point bisnis masa.pptx
NCN NETWORK power point bisnis masa.pptxNCN NETWORK power point bisnis masa.pptx
NCN NETWORK power point bisnis masa.pptx
 
Sustainability Roadmap Infographics_final.pdf
Sustainability Roadmap Infographics_final.pdfSustainability Roadmap Infographics_final.pdf
Sustainability Roadmap Infographics_final.pdf
 
DBX Investor Presentation - Q4 and FY 2023
DBX Investor Presentation - Q4 and FY 2023DBX Investor Presentation - Q4 and FY 2023
DBX Investor Presentation - Q4 and FY 2023
 
New Zealand Franchising Confidence Index | January 2024
New Zealand Franchising Confidence Index | January 2024New Zealand Franchising Confidence Index | January 2024
New Zealand Franchising Confidence Index | January 2024
 
The Economic Benefits of Reshoring to Mexico
The Economic Benefits of Reshoring to MexicoThe Economic Benefits of Reshoring to Mexico
The Economic Benefits of Reshoring to Mexico
 
2024 Calendar-eXperience MattersThailand
2024 Calendar-eXperience MattersThailand2024 Calendar-eXperience MattersThailand
2024 Calendar-eXperience MattersThailand
 
Decoding Generative AI-AI Playbook for Marketing Students_UPower DUGA_Supavad...
Decoding Generative AI-AI Playbook for Marketing Students_UPower DUGA_Supavad...Decoding Generative AI-AI Playbook for Marketing Students_UPower DUGA_Supavad...
Decoding Generative AI-AI Playbook for Marketing Students_UPower DUGA_Supavad...
 
Database Set Up Basics Bloomerang Academy
Database Set Up Basics Bloomerang AcademyDatabase Set Up Basics Bloomerang Academy
Database Set Up Basics Bloomerang Academy
 
publicpolicy-130621235359-phpapp02 2.pdf
publicpolicy-130621235359-phpapp02 2.pdfpublicpolicy-130621235359-phpapp02 2.pdf
publicpolicy-130621235359-phpapp02 2.pdf
 
5 Dr. Natalie Petouhoff_AI + Empathy.pdf
5 Dr. Natalie Petouhoff_AI + Empathy.pdf5 Dr. Natalie Petouhoff_AI + Empathy.pdf
5 Dr. Natalie Petouhoff_AI + Empathy.pdf
 
Everything a Homeowner Needs to Know About the Delhi Solar Policy 2024
Everything a Homeowner Needs to Know About the Delhi Solar Policy 2024Everything a Homeowner Needs to Know About the Delhi Solar Policy 2024
Everything a Homeowner Needs to Know About the Delhi Solar Policy 2024
 
Introducing Herringbone Collection by Surya Click
Introducing Herringbone Collection by Surya ClickIntroducing Herringbone Collection by Surya Click
Introducing Herringbone Collection by Surya Click
 
edition features a handful of the Brands Of Honour- 2024.pdf
edition features a handful of the Brands Of Honour- 2024.pdfedition features a handful of the Brands Of Honour- 2024.pdf
edition features a handful of the Brands Of Honour- 2024.pdf
 
Database Management.pdf
Database Management.pdfDatabase Management.pdf
Database Management.pdf
 

NextGen Customer Engagement - An Extension from Dave McClure's Pirate Startup Metrics Presentation

  • 1. Confiden'al – All rights reserved. 2014 Keynote: Next-Generation Customer Engagement Finding, converting, and creating customers for success. The evolution of the the funnel in an engaged paradigm. & an extended vision taken from Dave McClure’s “Startup Metrics for Pirates” popular slideshare. Dalia Asterbadi
  • 2. About Me – How I got here today! 5 Things besides my career I feel important to share •  I am a Systems Engineer •  I am inspired by Ogilvy, Forefathers of Solution Selling •  I have been obsessed with systems and how they can break •  I played with the internet in 1987 •  I never stop learning. •  …..
  • 3. What prompted this discussion? 1.  A big thanks to Dave for his amazing thought leadership with his Pirates analogy. If you haven’t seen it google; “Dave McClure slideshare start up metrics pirate” 2.  The # of views and learning, had many ask me questions about the work I am doing and what I would do differently. 3.  Dave’s presentation is so well done – in my world creating differentiation can have a few add-ons. 4.  I thought I carry the pirate theme, and present 2.0 (all my opinion and not endorsed by Dave.) I hope you enjoy this but cannot promise sound effects – so let’s begin!
  • 4. The Problem | Quantitative Metrics are NOT King! Social data & corporate updates has a HUGE potential to give early indicators of viability & qualification – but it is not tapped efficiently - Acquisition & Activation •  Not focused on the goal •  Trial & error •  Segmenting on desired audience •  Engagement is generic Analytics •  Post Event Review •  Broad segments •  Too many variables to qualify •  Asynchronous
  • 5. Some thoughts into Metrics for Pirates by Dave McClure Positive Takeways •  Multiple Channels to drive traffic •  Iteration of landing page & other assets is a must •  Segmentation is a must & important to drive full funnel success! •  Metrics Metrics & Metrics are essential. Gaps & Areas of Improvement •  Analyze your best activation. Reverse back to channel & conversion point. •  Learn more about your users’s priority. •  Look for key signals that share both activation and retention focus. •  Metrics cannot only be your assets. Your world is not your ideal user’s world.
  • 6. Customer Lifecycle: 5 Steps to Success •  Acquisition: users come to the site from various channels •  Activation: users enjoy 1st visit: "happy" user experience •  Retention: users come back, visit site multiple times •  Referral: users like product enough to refer others •  Revenue: users conduct some monetization behavior AARRR! From Dave’s presentation. A perfect stating point into the lifecycle.
  • 7. Getting Back to Selling, the NEW Old Fashioned Way. Because People Do Business With People --realSociable On the Pirate analogy…. Arr! [AARRR] = An exclamation. a sudden cry or remark, especially expressing surprise, anger, or pain. How effective can you be constantly changing your position and making sudden screams to get what you want? What if we tried to get their attention first?
  • 8. Getting Back to Selling, the NEW Old Fashioned Way. Because People Do Business With People --realSociable realSociable’s metrics for pirates part deux proposes in addition to… Ahoy! [AAHOYE] = An interjection used to hail a ship or a person or to attract attention. the ac'on of dealing with or taking special care of someone or something. Doesn’t that now sound like a 2-way conversation?
  • 9. The Solution | AAHOYE! Audience Highlight (priority) Observe FOCUS ON CONVERSION – NOT ON NUMBERS Affirmation Yon – go the distance and connect. Earn
  • 10. AAHOYE | Keeps you focused on Goals A goal-driven Engine: Target Community High-value Subscriber Influence Content Engagement Intention Signals define conversion acquisition or attrition Relevance create instant gratification and highest satisfaction levels Persona targets share common paths with influencers Segmentation reveal trends outside your domain Engage based on value and Priority Look Beyond metrics…..
  • 11. The Solution - Hypothesis De-risk & Automate qualification process with socialDNAtm Introducing new humanized data points in a pro-active insight platform that connects multiple risk factors & value metrics delivering prioritized and influence engagement to accelerate the acceptance and decline bottlenecks Personal Presence Connections Interactions Triggers Social prospecting platform, with patented methodologies and algorithms that exposes the right customer information, exactly when you need it, where you need it! Data Logic focused on Insight into Conversion.
  • 12. Fonts like Wingdings can be used to add custom icons and images to your text.] Many organizations, SMB to Enterprise, shared various thoughts on growth strategies. Over 50% had begun making some form of investment into their sales and marketing automation system or strategy. 30% Selling is Vital Across Entire Company 15% 75% Marketing will Drive Results Alone Don’t See A Sales Solution 50% When Companies were asked about growth for 2015… Executives rank amongst the top vocal for identifying the gap between sales, marketing and the customer success teams. T h e e n t i r e g r o u p o f companies all suggested the only way to solve the solution is to make it in abrasive to process and resources. BENCHMARK STUDYRESULTS Taken from 2014 Social Sales & CRM Application Benchmark Study. SALES | MARKETING | CRM | SOCIAL | PREDICTIVE | ANALYTICS
  • 13. Combining custom shapes can give you a variety of useful images to convey your data. Sales & Next-Generation Solutions – Top Categories Amongst the top solutions evaluated, tested, and scored - the main priorities that were either validated, or recommended as immediate 2014/15 priorities within sales and/or marketing teams were broken down by the following industry categories. A growing concern for forecast accuracy and lead Scoring viability Most were not able to distiguish sales intelligence – 35% picked the benefits as a “Must Have” Found ‘Discoverability’ & Social Sharing hard to integrate & convert. “Fun” to play with. Say this is part of the starting picture…Organizational Changes limit from doing more. BENCHMARK STUDYRESULTS Action Trump Metrics & Pro-active Wins Over Reactive
  • 14. Roadmap for Success: Building a Conversion Journey Augment your inbound funnel model with a conversion journey that looks at win/loss metrics. As your primary baseline – Always
  • 15. Step 0: Begin with your goal. Your Goal Requirements || Product Mix : A clear service or product offering that shares the exact fit to the need. Value: Your expected revenue or earnings $$ Terms: A clear customer success lifecycle or expected contract retainer. Timeline: An es'mate of months/days/hours (how you measure sales stages over a common baseline) for the conversion. Target/Persona: A comprehensive review of the user/customer. Are you setting yourself up for success or failure? Focus on tangible and attainable milestones.
  • 16. Step 1. Define your Audience. A A H O Y E ! Identify Key Attributes Know what really makes up your ideal client. Segment & Organize Learnings from customer success beheavior Activate Acquisition Plans across integrated Campaigns
  • 17. Step 2. Validate Affirmation of Interest A A H O Y E ! A B Lead Source Phase of Discovery of your brand Context & Interaction Attrition Points Degree of Personalization
  • 18. Step 3. Highlight Priority A A H O Y E ! Triggers | Common Vision / Interests Interac9ons (compe99ve/ Influencer) When you are fit with readiness. When you are aware of who is also at the table!
  • 19. Step 4. Observe for the right-time A A H O Y E ! Right Time Right Message Right Place That moment is more powerful then before or after. You need to WOO your funnel (Window of Opportunity)
  • 20. Step 4. Yon…Go the distance to establish trust. A A H O Y E ! Commit by keeping continuity Seek Acceptance Measure the Influence of Success vs Failure Increase relationship value by adding positive value at neutral pace.
  • 21. Step 4. Earn – Measure Acquisition Cost A A H O Y E ! CustomerValue Earn through the gain of the retention. Cost of Acquisition should be proportionate to profit margin of average lifecycle. Time Methods to Activate, Acquire and reach 1st point of 1:1 engagement. Value earned as part of term of ‘paid’ contract or user term.
  • 22. Persona --à Conversation Connection Priority --à Conversation Point Relate --à Conversation Accelerator Engage --à Conversation Continuity Lifetime Satisfaction --à Conversation Segmentation & Analysis Step 5. Measure your goals, ruthlessly. Prepareyourscorecard&focusonthe action,nottheposteventmetric.
  • 23. Customer Lifecycle / Conversion Behavior Website.com Biz DevAds, Lead Gen, Subscriptions, etc Homepage / Landing Page Product Features This is the part *you* have to figure out… I don’t know jack about your business Emails & widgets Campaigns, Contests 1. ACQUISITION SEO SEM Apps & Widgets Affiliates Email PR Biz Dev Campaigns, Contests Direct, Tel, TV Social Networks Blogs Domains Emails & Alerts Blogs, Content System Events & Time-based Features From Dave’s presentation. A perfect stating point into the lifecycle.
  • 24. WIN Step 6. Create your Conversion Plan Your Story – Well Defined Your Relevence - Strategic Your Timeline - Realistic Your WOO! Loss LOSS
  • 25. Paradigm Shift – Sales Success is not silos Validation of Marketing/ Content & Community Champions Validation of Sales Process & Support Engaged Disengaged New Customer Happy Customer Brand Value The Customer WOO Journey The funnel cannot sustain itself. We will evolve to focus on infinite cycles that create inertia. Great Content = Right Prospect = Right Sales Process = Happy Customers = Word of Mouth – Customer Generated Content
  • 26. How to build your Conversion Plan 1.  Compare the target to their competitive mix vs your mix quota This is the priority Sequence and represents the time % to allocate to it. 2. Invest in the opportunity by assessing the rope to succeed. What is relevant between their story and yours? Rank those attributes and confirm the socialDNATM attributes. Create the triggers. This is the relevance of your engagement & focus on priority messaging. 3, Validate the timeline to qualify the WOO- Your WOO is focused on preparedness and relates to the key conversion point. Calculate the list based on historical data or rS presence. This is the high-value high-touch conversation that empower you to advance. It’s focus must be on the account intent, not your needs. 4. Engagement focus and mix target is at 25% about story and 75% relevance and channel. This is the preferences of delivering positive value-add to the relationship – establishing trust. 5. Measure your WOO effectiveness through the rS Persona segmentation and conversion flow. This is the ROI of your conversion plan - . Priority= message | Preparedness= timing of messages context and relevant | Intent=key ROI
  • 27. þþ How can you improve functional efficiency? How can you assess your current sales flow? Make an assessment on the stages and the value chain created. Closed won/lost ratios are a good measure of your sales persona. How does the above differ from your previous process? Calculate the time of response from marketing and sales to social media input from customers and clients. This can offer easy insight to what social engagement is a priority. What is the price fit? This is the value to cost ratio. Are you in the business of relationships? Pure sales? Solving problems? Tips & Advice on defining your personal success criteria The key to getting smart with social is picking three key performance indicators. These are not about explicit indicators, like the amount of retweets, but are what truly validates your machine, which is the process of what goes in and what goes out.** **Source and Content from “The 21 Immutable Plays of Prospec'ng” from Play #9, 2014 þ þ þ
  • 28. Keeping Relationships Relevant… While Maximizing ROI. Your Client. Joined you Jan 2012 Enjoys travelling. Ac've – No Transac'ons in 2013 Trigger: Key Event with high # of Influencers TRIGGER: Your compe'tors Promo'on Just Bought a new home – Abroad! TRIGGER Ac9on Immediate Call. Segment into new Program STYLE: Persona XYZ Channel: Twiher, direct, sms Conversion: ~37% TRIGGER: New Job TRIGGER: New Home, Beginnings TRIGGER: Clients Company Achievement Opportunity Capture
  • 29. •  Start with understanding your own evolution •  Validate ruthlessly •  Look beyond numbers (there is no standard set, so focus on your own customer success stories) •  Content can destroy your customer community •  Lean on your customers – have you ever asked why they don’t contribute to your stories? •  Determine your current process value – this is ultimate conversion juncture. •  You cannot predict anything! Focus on what you have NOW. •  Consider a platform like realSociable (sorry I had to J ) How to get AAHOYE in your process?
  • 30. Over 79% of organizations who focus on engagement in windows of opportunities, that may be tapped by social triggers and a timely manner, produce on average 21% more conversions. Quick Factoid
  • 31. Intelligence: Social Intelligence App to provide deeper segmentation for Marketing automation ROI and client insight for Sales SocialDNATM: Social Intelligence Engine to turn campaigns into richer data segments. Proven audience engagement. SocialDNATM Engagment for the ModernMarketer Product Innovation & Technology Integration CRM Partners
  • 33. Dalia Asterbadi dalia@realSociable.com 1.800.821.1365 or +1.647.898.9649 @d_asterra realSociable.com Let’s chat more!