Mais conteúdo relacionado Mais de Christine Crandell (17) Deciphering Your Prospects Digital Body Language1. Capitalizing
on
Digital Body
Language
Christine Crandell
January 10, 2012
10:00am PDT / 6:00pm BDT
© 2011 NBS Consulting Group, Inc. Tel: 415.309.7017 1
2. About Us…
Strategy Services that accelerate growth
20 years in business Increased client revenues & efficiency by 75%
© 2011 NBS Consulting Group, Inc. Tel: 415.309.7017 2
3. What We Will Cover
• The “Buyers‟ Journey”
• Deciphering Prospect Digital Body Language
• Accelerating Revenue Through Alignment
• Q&A
© 2011 NBS Consulting Group, Inc. Tel: 415.309.7017 3
5. New Rules
There are no
“Customers”,
only “Buyers”
Buyers are in
control
Buying is social, self-directed, trust-based & transparent
„Lifetime
Harder and harder to „reach‟ buying teams
Experience‟ is
a key decider Experience disruptions result in disengagement
© 2011 NBS Consulting Group, Inc. Tel: 415.309.7017 5
6. What is Buyers‟ Journey™?
The Buyers‟ Journey™ is a
methodology that companies use to
enable, engage and establish
enduring, profitable relationships
with buyers.
© 2011 NBS Consulting Group, Inc. Tel: 415.309.7017 6
7. Buyers„ Journey
1. Buyer Enablement
2 • Higher quality
leads
2. Purchase Validation
Buyer
• Faster revenue
Influence cycles
Circle 3. Buyer Engagement
1 3
• Earlier & wider
adoption
© 2011 NBS Consulting Group, Inc. Tel: 415.309.7017 7
8. Buyer Enablement:
• Problem Definition
Validation
Commitment to solving
the problem
• Solution Search
Evaluation Understand how Peers
Buyers’ solved the problem
• Evaluation
Solution Journey Select approach, evaluate
Search alternatives and short-list
• Validation
Problem
CONTACT vendors and
Definition
validate selection
decision
© 2011 NBS Consulting Group, Inc. Tel: 415.309.7017 8
9. Purchase
Disrupters:
• 1st Disrupter
Handoff of from
Marketing to Sales
Buyers’ • 2nd Disrupter
Handoff of ’customer’
Journey from Sales to
Service/Support
© 2011 NBS Consulting Group, Inc. Tel: 415.309.7017 9
10. Buyer Engagement:
•Value Delivery Purchase
Customer onboarding and Value
Validation Delivery
initial value
• Nurture & Retain
Nurture
Consistent expected
Evaluation & Retain
experience
• Value Streams Buyers’
Deliver expected value
Solution Journey Value
beyond solution ROI Streams
Search
• Expanded Adoption
Expected experience and Problem Expanded
value drives adoption Definition Adoption
• Evangelism Evangelism
Unprompted WOM of
your value!
© 2011 NBS Consulting Group, Inc. Tel: 415.309.7017 10
11. Purchase
Value
Validation Delivery
Point of Churn – 3rd
Disrupter: Nurture
Evaluation & Retain
• Unmet expectations that
remaining after 90 days. Buyers
• Churn or defection is highly
probable regardless of any Solution
Journey Value
Search Streams
action taken.
Problem Expanded
Definition Adoption
Evangelism
© 2011 NBS Consulting Group, Inc. Tel: 415.309.7017 11
12. Deciphering Digital Body
Language
Deep Longitudinal Craft Match
Primary Data Buyers’ Assets
Research Analysis Experience to ”Action”
© 2011 NBS Consulting Group, Inc. Tel: 415.309.7017 12
13. Deciphering Digital Body
Language
Identify
Destination
Conversation
Learned
Action Taken
© 2011 NBS Consulting Group, Inc. Tel: 415.309.7017 13
14. Deep Primary Research
• Identify roles/personas to interview
– Economic buyer, evaluators, influencer, end user, etc.
– Existing customers, lost accounts, key target accounts
• Conduct “Mother of all interviews”
– Detailed interview of each step/action taken beginning
with the „trigger event‟
– Best done in-person; not suitable for web survey
– Key to success: build trust first and keep data
confidential
© 2011 NBS Consulting Group, Inc. Tel: 415.309.7017 14
15. Longitudinal Data Analysis
Industry
Association LinkedIn Social Industry
Community
Analyst
Webinar Somebody‟s
Uncle
White Paper
Media Site
Blogs
Online
Demo
© 2011 NBS Consulting Group, Inc. Tel: 415.309.7017 15
16. Aligning to Your Buyers„ Journey
Opportunities
Sales
Purchase
Value
Validation Delivery
Customer Care
Nurture
“Customers”
Evaluation & Retain
Marketing
Contacts
Buyers‟
Journey Value
Solution
Search Streams
Problem Expanded
Definition Adoption
Evangelism
© 2011 NBS Consulting Group, Inc. Tel: 415.309.7017 16
17. Matching Assets
Stage: Solution Search
Understand how peers solved the problem
Where: Trade publications, search
engines, blogs, referrals, social media,
relevant market places
What: Create awareness, share best
Contacts/Leads
practices and case examples on how peers
Marketing
addressed the problem and position your
Marketing
Buyers’ company as an industry expert
Journey
Solution How: SEO, case studies, referral program,
Search videos, and webinars
Call to action: Read the case study, watch
the video, learn more, register for the
webinar
What to measure:
Views, visits to landing pages, referring
keywords, impressions, and referring sites
© 2011 NBS Consulting Group, Inc. Tel: 415.309.7017 17
18. Why Do This?
• Accelerate sales by 3
to 5 times
• Reduce cost of sales
by 30+%
© 2011 NBS Consulting Group, Inc. Tel: 415.309.7017 18
19. Put It Into Action
1. Be where your customers are and deliver value
2. Develop a holistic plan for consistent lifetime
experience
3. Align roles outward and blur internal functional
lines
4. Empower all employees to engage with training,
mentorship and incentives
5. Engage in all conversations, positive and
negative, in public domain
6. Measure ROI and mitigate risks
© 2011 NBS Consulting Group, Inc. Tel: 415.309.7017 19
20. Questions?
Contact us for a 1
hour Complimentary
Assessment
Christine.crandell@newbizs.com
+1.415.309.7017
Blog: www.christinecrandell.com
Forbes Blog:
blogs.forbes.com/christinecrandell
Twitter: @chriscrandell
© 2011 NBS Consulting Group, Inc. Tel: 415.309.7017 20
Notas do Editor Identify – what looking forDestination – where goConversation – who “talk” toAction Taken – what doLearned – what learnedAnd it starts all over again for each step in the Buyers Journey and for each Persona or role. Why the Buyer Enablement is important