SlideShare a Scribd company logo
By: William Withers
Get to know your customer
Sent a survey to a representative sample of our customer base
◦ Conducted customer site visits, sales calls and focus groups
◦ We also reached out to our sales force and customer service to learn more about our customers
We asked them about:
◦ Challenges they faced
◦ Product awareness
◦ Opportunities
◦ How they viewed both our group and Illumina as a whole
◦ Products or services they really liked
Customer Insights
As we compiled the responses we noticed a few themes:
◦ We didn’t know you offered that service. If you did, we would have bought it.
◦ My lab is new to next-gen sequencing. Can you help us get up and running?
◦ Your competitors have been offering those services for a while. What took so long?
◦ Not sure if I need it now but I will sometime in the future.
Buyer Personas
Based on the data we collected we identified 3 different buyer persona’s
◦ Researcher Randy – Randy is new to next generation sequencing. He just received a grant to further research into
immunology. He needs to publish a research paper before the grant funds run out.
◦ Clinic Director Curt – Curt just opened a new sequencing lab. He is under constant pressure to keep costs low while
they are trying to get new customers. If that wasn’t enough, his lab is subject to compliance audits by the FDA.
◦ Christina Bylaw – Christina’s lab has equipment which needs to be calibrated and qualified on a regular basis. This
requirement is not optional as it is mandated by law.
Randy is new to next
generation sequencing. He
just received a grant to
further is research into
immunology. He needs to
publish a research paper
before the grant funds run
out.
• NGS Applications and
services for Immuno-
oncology Research
[Illumina web article]
• Using NGS to Aid the
Immune System in
Targeting Cancers [pdf]
Researcher Randy
Curt just opened a new
sequencing lab. He is under
constant pressure to keep
costs low while they are
trying to get new customers.
If that wasn’t enough, his
lab is subject to compliance
audits by the FDA.
• Best practices in high
throughput sequencing
[Whitepaper]
• Throughput low? How’s
your workflow. [online
calculator like input]
Clinic Director Curt
Christina’s lab has
equipment which needs to
be calibrated and qualified
on a regular basis. This
requirement is not optional
as it is mandated by law.
Christina Bylaw
• Request a quote from
your salesperson (web
form and email
campaign)
• Datasheet with product
specifications and price
[pdf document hosted
online]
Recap
Using those personas we created content to align with the
customers location in the lifecycle stage
◦ Our content went over extremely well
◦ Due to our efforts we exceeded our revenue targets

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The Power of the Buyer Persona

  • 2. Get to know your customer Sent a survey to a representative sample of our customer base ◦ Conducted customer site visits, sales calls and focus groups ◦ We also reached out to our sales force and customer service to learn more about our customers We asked them about: ◦ Challenges they faced ◦ Product awareness ◦ Opportunities ◦ How they viewed both our group and Illumina as a whole ◦ Products or services they really liked
  • 3. Customer Insights As we compiled the responses we noticed a few themes: ◦ We didn’t know you offered that service. If you did, we would have bought it. ◦ My lab is new to next-gen sequencing. Can you help us get up and running? ◦ Your competitors have been offering those services for a while. What took so long? ◦ Not sure if I need it now but I will sometime in the future.
  • 4. Buyer Personas Based on the data we collected we identified 3 different buyer persona’s ◦ Researcher Randy – Randy is new to next generation sequencing. He just received a grant to further research into immunology. He needs to publish a research paper before the grant funds run out. ◦ Clinic Director Curt – Curt just opened a new sequencing lab. He is under constant pressure to keep costs low while they are trying to get new customers. If that wasn’t enough, his lab is subject to compliance audits by the FDA. ◦ Christina Bylaw – Christina’s lab has equipment which needs to be calibrated and qualified on a regular basis. This requirement is not optional as it is mandated by law.
  • 5. Randy is new to next generation sequencing. He just received a grant to further is research into immunology. He needs to publish a research paper before the grant funds run out. • NGS Applications and services for Immuno- oncology Research [Illumina web article] • Using NGS to Aid the Immune System in Targeting Cancers [pdf] Researcher Randy
  • 6. Curt just opened a new sequencing lab. He is under constant pressure to keep costs low while they are trying to get new customers. If that wasn’t enough, his lab is subject to compliance audits by the FDA. • Best practices in high throughput sequencing [Whitepaper] • Throughput low? How’s your workflow. [online calculator like input] Clinic Director Curt
  • 7. Christina’s lab has equipment which needs to be calibrated and qualified on a regular basis. This requirement is not optional as it is mandated by law. Christina Bylaw • Request a quote from your salesperson (web form and email campaign) • Datasheet with product specifications and price [pdf document hosted online]
  • 8. Recap Using those personas we created content to align with the customers location in the lifecycle stage ◦ Our content went over extremely well ◦ Due to our efforts we exceeded our revenue targets