One way to tackle closed loop marketing

Now that the summer is behind us I feel that I have a few extra pounds from the BBQs and beers on the patios. I've promised myself to go for at least 2 morning runs during the week and a trip the gym on the weekend. I'm still working on the 2 runs per week but I'm getting there. I know that if I don't go, I see the results of the hamburger that I had for lunch the next morning on the scale. When I do go for a run I see the positive results - great motivation to keep on exercising.

If I compare my exercise achievements to "closed loop marketing," I get half-way as I am able to track if I've lost weight on my scale but I don't know what exactly contributed to this weight loss. Was it the distance and intensity of my run or was it my avoidance of the free donuts that are passed out at the office? It's this unknown factor that contributes to your success that is the "magic number" or as Rod Tidwell in Jerry McGuire would call it "the Quan".

This post is not meant to define or re-define the term "closed loop marketing". It focuses on a few methods that are used to track various marketing initiatives which can be rolled up to larger marketing reports and/or dashboards. This type of reporting can guide marketers to determine which campaigns and channels are more successful then others by tying marketing initiatives to closed deals.

Closed Loop Marketing And Query Strings

Query strings are those weird characters you see in a URL. Here's an easy example: Go to Google and type in "Toronto Maple Leafs". On the right hand side, you'll probably see a StubHub ad (unless they removed it after people reading this clicked on it too much which I highly doubt). Click on the ad. Don't get alarmed at how expensive the seats are - that's not why you are here. Check out the long URL: http://www.stubhub.com/tix11-ticketcenter/toronto-maple-leafs-tickets/
?gtse=goog&gtkw=Toronto%20Maple%20Leafs

The query string part of the URL (typically found after a "?" or "&") is gtse and gtkw. The query string values are "goog" and "Toronto%20Maple%20Leafs". In this case it seems that StubHub is tracking the search engine which is Google and the search engine keywords which are "Toronto Maple Leafs".

In a finely tuned closed marketing system, StubHub will save the search engine and keyword query string data to the profile of the people that purchase tickets. StubHub can then evaluate which search engines and keywords resulted in the most sales and invest appropriately.

Closed loop marketing seems easy eh? It isn't. This was a fairly straightforward B2C transactional example. What about the other marketing channels like email and my website? Query strings can help out there as well!

Moving Beyond Search - Query Strings and email, website, online ads and direct mail

You can take the example above and use it for your other marketing channels. For example, on your website, consider using query strings for links on your home page or category pages. This will allow you to track the source if web visitors downloaded a white paper or purchased a product. The same goes for email. If you add a query string to your web links, you can save the query string data to the web profile of the email recipient, if they click through and fill out a form.

They key to this closed loop reporting method is:
a. Having a marketing team that is bought into using this method. This includes the bandwidth to create query string values to track each individual campaigns
b. The technology to capture the query string data so that it can be reported on

Closed Loop Marketing, Query Strings, B2B, and Your CRM

With B2B, many sales cycles are prolonged and may take weeks or months before a deal is closed. In addition, your sales are not transactional - i.e. responding to an email and buying some Leaf tickets. Therefore, the deals take longer to close, more individuals on the client side are involved and you typically have your sales force that you need to work with (however, I'm focusing mostly here on online lead generation).

In this case, you need to sync up your query strings values to an object in your CRM - typically called a campaign object. Campaigns can represent an online webinar, a trade show, a demo or case study download, a request for contact etc... With the CRM salesforce.com, you can associate Campaigns to a Lead or Contact. Campaigns are then associated with Opportunities (potential deals) and when they are closed, marketing gets the credit if a Campaign was associated with the Opportunity. Which Campaigns get associated with the Opportunity is way out of scope for this post.

Here is the takeaway: You can use query strings to represent campaigns that can be recorded in your CRM. You can then implement closed loop reporting as you can run reports on the opportunities that closed and the campaigns that were associated to them. Again, you need a marketing and sales team that has bought into this concept, the resources to create campaigns and query strings that are integrated with your online strategies and the technology that will allow you to capture this data and easily sync it with a CRM.

Are there easier ways to do this? Definitely and the technology is constantly evolving. In fact, I should have an update for you soon on different ways to perform closed loop marketing. As I mentioned, I wanted to present one way to do this.

Now that I may have confused some of you, I'm going for a run.

Chad H.

PS - Here are some additional resources on closed loop marketing:

• Closed Loop Marketing: Making a Match Between Sales and Marketing
• Webcast: Closed-Loop Lead Generation & Management

Tags: closed loop marketing, CRM, salesforce.com, query strings, Jerry McGuire, Go leafs go!

Read more >>

Looking for Ideas to Generate More Leads?

If your company is generating enough leads already, please stop reading right there.

Still here? There is an excellent FREE report from RainToday that has just been launched called: The One Piece Of Advice You Can't Generate Leads Without. It's full of great articles from the industry experts (not just a RainToday person writing a bunch of articles) such as Brian Carrol and the MarketingSherpa crew. It's an interesting read and while it may be like "child's reading" for the advanced B2B marketers, it's a nice refresher, keeps you focused, and may produce some new ideas that you can implement right away. Did I mention it was free? Nice work RainToday. Keep in mind it's also a blatant self-promotional tool for the contributing authors but don't let that bother you as they have some great stories to share.

Here are some highlights:

• Suzanne Lowe includes some tactics on measuring the effectiveness of your lead generation efforts. For example, your call center or sales can track the number of engagements vs. the number of appointments.
• Forrester provides a great example how a medical research services company is nurturing leads and has resulted in closing business with over 80% of the people that sign up for their trial.

One of the main themes from this paper was the need for some sort of lead nurturing effort. Besides the planning involved, it's crucial to ensure that both marketing and sales really understand the different parts of the program to maximize it's full effect.

Happy reading!

Chad H.

Tags: B2B lead nurturing, RainToday

Read more >>

Easy Tip: Maximizing Your Whitepaper Downloads

I'm going through my old emails and I found one of those rare MarketingSherpa studies that are "open to the public". This is a great one that focuses on B2B lead generation.

As you can see from the chart, people who are accessing white papers less frequently would prefer not to have to fill out a form. Really? I don't think you knew that! It's pretty obvious that we all hate filling out a form. Just give us the damn white paper!

One item that Anne mentioned in her audio for this presentation gave me an idea. She says "If you want your white paper to go viral, you need to loosen the strings early on and get rid of those barriers. Set the white paper free!" They're right that if you just allow a user to access a white paper without placing a barrier in front of it, you'll turn a lot less people away. But what about your lead generation efforts? How do you grow your lead funnel? We know from previous studies that web visitors will fill out a form if it's easy and the page provides a good summary as to what they can expect. How can we have our cake and eat it too?

Add a Little Viral Marketing, Get a Bigger Bang Out of Your Marketing Buck

Ok, so here is my idea. If your white paper is good and you've followed the landing page best practices, you'll get some web visitors to download it. Now what? When the person fills out a form, some marketers push them directly through to the white paper which is a good idea as it's one less click if they first go to a confirmation page. Why not also send them a confirmation email with the white paper as a link in the email? Your copy could be something like this:

Jim,
Thanks for downloading the white paper on XXXXX (link to the white paper). If you know someone who may find this useful, feel free to forward it on to them.

In the above example, the web visitor gets a reminder via email as to what they downloaded and now they can easily forward it on to other people within their organization. The copy above spells this out which may be needed for some folk.

Kicking Viral Marketing Up a Notch - Turning the follow up email into Lead Generation

How could we improve the example above? For starters, we could have added a second paragraph with a link that says:

Interested in learning more about xxxxx (your company's specialty)? Sign up for our monthly newsletter!

If the email was forwarded on, and another person viewed the white paper, they can now easily click on the newsletter sign up link and add their email to your list. They'll be more inclined to do this because:

• Their friend recommended your company to them
• They just read an interesting white paper that their friend sent them and want to learn more.

You've just added an additional lead generation weapon! You can make this email more interactive by using dynamic content based on the subject matter of the email. For example, if the white paper was focused on a specific industry or targeted a specific business group, your email content could reflect this. However, you never now who this may get emailed to and it's best to keep it generic.

Kicking Viral up a Further Notch: Using B2C techniques

You can also turn this into a bit of a contest that you see more in the B2C realm. What if you gave an incentive to the original white paper recipient to forward it to 5 of their friends and they could be entered into a draw to win an IPhone? Has anyone tried this? This would encourage a more viral effect so it would be interesting to see the results of this.

Hopefully these ideas inspired you to further maximize your white papers and other website downloads.

Chad H.

Tags: Anne Holland, viral white papers, landing pages best practices, b2b viral marketing

Read more >>

Who will be the Next President? Mr. or Mrs. Widget

Widgets are becoming more and more popular these days as additional tools for marketers. Widgets have been around for a while but they are being used more frequently (especially on social media sites) which is why they are gaining additional attention. There are different types of widgets but I will be focusing on web widgets as I found a great one for all of my American friends.

According to Wikipedia, a web widget is a small piece of code that you add to a web page. You also have desktop widgets (for example, the ones that come with Windows Vista, Apple and Yahoo widgets).

Why should I care about widgets?

• They are helpful as they provide useful information. For example, I have a weather application right on my desktop so I easily know the weather for the week.

• Market to your prospects. Are you trying to demonstrate leadership in your industry? Building your brand? Trying to drive people to your website? Consider creating a widget that will include your logo, a link to your website and provides useful information (see point #1) that will demonstrate your knowledge on a particular subject. It can even be something fun like a game - anything that reflect well on your company and/or brand.
  
  
• Communicate to customers more efficiently. Imagine if you were able to alert your customers instantly with a widget (for example, new tickets go on sale or a software alert) or provide them with a widget to receive mission critical information to their mobile device (this is a mobile widget)? The possibilities are endless. With widgets you get around email. If your widget is deemed useful, people will download it and use it.
  

What do Widgets and the Next US President have to do With Each Other?

This is an easy one - check out this widget from the Washington Post that I easily added to this post. This says it all. It provides an easy synopsis of the major presidential candidates and their positions. It demonstrates that the Washington Post knows its stuff and helps readers cut through the political rhetoric. It also provides a plug for Daylife - the company that built this widget.



The new craze is using widgets with social media sites such as Facebook and MySpace. For example, I downloaded a widget for the show The Office for Facebook that displays quotes from the show. Widgets demonstrate how companies are working together more to build on existing platforms and provide more useful applications.

Let me know if you have found other interesting widgets and if you find these useful.

Chad H.

PS - widgets can be a huge time drainer as well so watch out!
PPS - Larry Chase pointed me to Widgipedia: http://www.widgipedia.com. It's a widget search engine and directory . Get your widget on!

Tags: web widgets, The Office, Facebook, social media, Washington Post, Hilary for President

Read more >>

5 Ways to Set Expectations in Online Marketing

I was camping this past weekend and my sister brought with her a CD of this hilarious comedian, John Pinette. If you haven't heard of him, you will soon enough. Here's a clip of him describing how he hates lines of any kind.



Why is this so funny? I think we all hate lines. We all hate waiting. We want what we want and we want it now! The reality is that we're going to have to wait. If this means waiting for a Starbucks latte that you ordered or for that technical assistant from your local cable/Internet company we all know that waiting is a part of life. If that's the case, lets make sure that we know what we're getting ourselves into ahead of time and if we do need to wait, provide some added value.

Setting Expectations the Right Way in Online Marketing

1. If you want people to register or sign up on your site, tell them exactly what they're going to get. This means using images to provide context. For example, if it's a webinar that people are signing up for, provide a pic of the person who is going to speak. If it's a contest for an IPhone, show an IPhone.

2. Make the registration process as easy as possible. Only ask for the information that you need and let the visitor know that they will only need to register once (it's a best practice to configure your site this way if possible). If you're looking to setup an e-commerce site, look at the heavy weights such as Amazon and EBay.

3. Make sure the information is relevant. Don't blast your entire database and expect magic to happen in terms of conversion. Use relevant information such as a person's title or the pages that they have previously clicked on to determine the messaging.

4. Allow your customers/prospects to set their own expectations for marketing messages. They should control the type of email, the frequency and the content. If you don't give them this control (and you should), make sure they know what type of marketing messages they can expect to receive and how often. If you don't, welcome to unsubscribeville - population, your company.

5. Use appropriate messaging on your site and email and provide something in the meantime if you can't deliver the goods right away. I can see why John Pinette is losing his brains at McDonald's. I was there yesterday at a roadside service center (OK, I admit I have the odd Big Mac attack) and I was waiting for what it felt like was forever. Whether it's unacceptable or acceptable the only thing that kept me sane was my Blackberry. I'm not asking for Ronald and the gang to sing show tunes while I wait but it would be nice if:
a. I had a sign that told me that the wait would be less then 5 minutes (this would be updated automatically like a scoreboard)
b. If there was a TV or something so I could watch a sporting event while I wait. How about a contest of some sort like "Where's Waldo?". Get creative!

I don't think I'm asking for much here. Do you? I'm sure John doesn't.

When it comes to email and your website, tell people when they should receive a confirmation email regrading a webinar that they signed up for or for a recent purchase. Tell them when they can expect their new computer to be shipped to them. Provide easy access to FAQs and contact information and have someone on the other end of the line. If I send a customer request to Bell, I want to receive an email that tells me how long I will be waiting until I hear from someone.

Here's a bonus one:

6. Go Beyond Expectations. Have you ever been at Starbucks sipping a coffee and they offered you a free sample of a cookie or beverage? Typically I've had way too much caffeine at that point and another coffee may turn me into a jabbering idiot but the offer is appreciated. Why? Because the interaction is personal and shows that you, the customer is rewarded for being a customer and that Starbucks cares about its customers (if only they could fix their line ups!). I'm not saying that McDonald's should go around giving out free hamburgers to kids who are playing in the play area but there are many opportunities that companies miss out on.

Here's an example: Company X has been a loyal customer for the past 5 years. Treat them like they are private members to your exclusive club and offer additional incentives such as a free upgrade - go beyond their expectations and they will remain loyal to you.

Let's get even simpler: I just signed up to receive your newsletter. They are sent every three weeks. Here's an idea: Send me the most recent one right away! Here's another one: I just purchased a computer or expensive software from you. Why not send an email with links to tutorials, social networks etc... In this way, you can keep the enthusiasm going that you had when you purchased the product/service and relieve some of the cognitive dissonance (wasn't psych 101 great?) that you may have after the purchase or after you just provided your contact information.

Getting to the Front of the Line

Web visitors need to understand how much time they need to invest in an activity and how it will benefit them. Those that are loyal deserve some extra TLC so giev it to them. Think about the tips above and how your company can bring potential customers and prospects to the front of your line, and how to get them there as fast as possible.

Chad H.

PS - any examples that you have on setting expectations would be greatly appreciated.

Tags: Starbucks, setting expectations, IPhone, McDonald's, Online marketing, cognitive dissonance

Read more >>

How to Adjust Your Landing Pages For Search

Does your website have a home page? Ok, that's a stupid question but because of the preponderance of use of search engines in browsing the web, home pages are just not the same as they once were. A site can now have multiple home pages depending on what search query was used to end up on your website. Is your website ready?

I was reading a great article on Imedia called Websites: The Secret to Landing Pages and Shopping Carts by Joseph Carrabis who pointed out a great point: Landing pages for visitors that enter your site from a search engine must also serve as home pages. "Joe" (if I can call you that) believes that when users search for something in particular and enter your site, the content should be centered around this topic which would form a mini-site or microsite (a subset of the greater website). Joe states: "Thus, the entry page that focuses on a specific car or hand lotion or food item or whatever must also serve as the "homepage" to a microsite. This microsite may be one, two or at most three pages within a larger website system..."

These new home pages (or "side pages" as I call them) should be very specific and geared to the search query that led them to that page. The content should be easy to follow and the user should be able to quickly decide if this company can help them or if they need to try again. If the company is of interest, it should be fairly easy to request for additional information.

Joe inspired me to see if companies are gearing their websites around search and if they are creating these new types of home pages. I've used Google and randomly chose the search query "software integration". I've selected a few of the paid search results from this search and reported my findings below.

Search Landing Pages (Side Pages) That Need Improvement

I've learned from my research that marketers need to distinguish between different types of landing pages. There are the landing pages that companies use to drive people to from emails and direct mail and there are landing pages used for search results and other forms of online advertising. There really are different best practices for each of these.

Let's look at the first example from my search on "software integration" from BEA Software:

I've highlighted the areas in the image above that I felt are important. Here are the positives:

• The headline and copy is crisp and concise. The web visitor will know after a few seconds if this is something that they are interested in
• It's easy to request additional information and all that is required is to fill out two fields to complete the web form.
  

The main drawback of the page is that the copy is geared to someone who visited this page from another page on the BEA website or from a BEA email. The first line says "Thanks for your interest in our white paper for developing the organization & governance plan". That doesn't make sense coming from a Google search query! I never expressed interest in this white paper. BEA seems to have re-purposed this landing page and the result is a poor one.

What if I was interested in something else from BEA? Now what? Unlike an email landing page where you're typically driving someone to a very specific action (such as signing up for an event), search results landing pages are different. While the visitor should be driven to a certain action (such as requesting additional information), additional options should be included to allow for browsing other areas of your website (like a home page but coming through a side door and hence why I call these side pages).

In this case, the web form was very short and probably worked. However, a web form may seem obtrusive to someone who just came in from a search engine. Before someone divulges personal information, you need to earn that trust and providing valuable information first without first displaying a form may be a better way to go (I'll let you determine this from your testing).

Here's another example from Agilent:


This landing page does a few things right. It has a call to action right at the top which outlines how to purchase the product and has a good first paragraph that summarizes the product. The problem is that there is too much extra text on the page. For example, there is a "What's new" section. If this was setup as a real microsite, the "What's New" section would be on a separate page. This main page should focus on outlining the features of this solution in a clear and concise way while providing options to the web visitor to explore additional information on this product.

Search Landing Pages (Side Pages) That get it Right

The following search landing pages are worth looking at perhaps mimicking. The first example is from Cisco:

The content on this landing page gets right to the point and it starts with a great headline. Using bulleted points also helps the reader quickly scan the page.

What I like even more about this page are the call to action options that it provides at the end of the copy (but without the need to scroll on a typical monitor configuration). If you're ready to download the product, there is a section that says "I'm ready" and if you're not ready just yet you can select the "I'm interested" registration. The fact that it spells this out for you and uses clear images to delineate the two sections is extremely cool. That way, Cisco is accounting for two types of visitors - the serious and the non-serious. In addition, Cisco has provided the top-level navigation if this page doesn't satisfy the users' needs.

The last example from my research (excuse the pun) is from a company called Adeptia:
This was another good example of content that is clear and concise. In addition, I liked how the product name was highlighted at the top of the page which allowed those web visitors that already knew the product name to go to that page. For the rest of us, the page provided examples and benefits of the product while providing call to actions such as viewing a demo or case study without the need to scroll. The page also allowed you to browse other areas of the Adeptia website to view their other solutions.

Landing Page Conclusions

Here is a summary of my findings:

• Keep the content clear and use headers and bullets to break it into chunks that are easily digestible.
  
• Only provide content that is directly relevant to fulfilling the desired action on the page. If you have additional content that is related to the product or service, consider providing a link to it (for example, updates to the product)
  
• Call to actions need to be viewable without scrolling
• Provide multiple call to actions. Since people are coming from a search engine, you don't know if they're in the final stages of the buying cycle or just at the beginning. The Cisco example provides for both scenarios.
• Consider not placing a form on the first page that a web visitor sees when coming from a search engine. If you do, keep it short.
• Allow web visitors the opportunity to browse other areas of your website. As mentioned above, search landing pages (side pages) are side doors to your content. These are people that are not coming through the front door but may have randomly happened upon your site. If your call to actions don't appeal to them, allow them the opportunity to view other areas of your website.

I hope you have found this informative. Feel free to use the term "side pages" and be sure to continuously test and optimize your landing pages to get the best results.

Chad H.

PS: I want to apologize in advance to the companies listed above for spending their valuable marketing dollars and for my abusive click fraud.
PPS: You can take this concept beyond paid search to organic search - are your pages fully optimized to drive web visitors down a certain path?

Tags: Google, side pages, software integration, landing pages best practices, Imedia, search engine optimization, SEO

Read more >>

Combining Direct Mail with Your Online Marketing Efforts

Many B2B marketers today are either slashing their direct mail budgets or drastically changing the focus of these campaigns to make them more targeted. MarketingSherpa in conjunction with KnowledgeStorm have released a recent study that demonstrates that direct mail is still relevant.

I like to read a white paper on actual paper!

If you think waaaaay back, there was a time when all newsletters and white papers were sent by mail. I actually remember those days (hey - it was only a decade ago). Then there were the transition years in the early part of the decade when some of your customers and/or prospects still had the option to read your materials offline so you provided this option. Many companies still have this option but most don't. Why did we stop doing this? Most likely the answer is cost as well as the belief that everyone reads and has easy access to email. Your online materials are also more easily measurable. So why should we even think about going back to the "stone age" of direct mail?

Why Direct Mail?

Because there is demand for it and it produces results! The MarketingSherpa study indicted that 44% of survey respondents would choose to receive a white paper by direct mail if the option existed. Instead of just having your online visitors sign up to receive a white paper or e-book online or by email, why not provide the option of having it mailed to them if they select this option? You can use some fancy Java Script to make key fields such as address, city etc... appear on the landing page if the "snail mail" option is selected.

As another idea, send the individual an email in a few days after they registered to receive something in the mail to indicate that they should get ready to receive the white paper by mail. This is a good way of maximizing your direct mail investment and increasing response. Some people may forget why they received the direct mail piece when it eventually gets to them. Here is something to think about - include a picture of the sales rep for that person's regions on the email and also have it on the cover letter of the white paper that they will receive. How is that for personalization?

The other great thing about direct mail is that it's visible outside of your computer. This means it can get passed around an office, be put up on a bulletin board etc... etc... Depending on how good the content is, people may keep your materials around for years - something that typically doesn't happen with the online versions. You can also include a cover letter and additional offers to continue the conversation and move the prospect further along the sales funnel.

Question: How do you make direct mail easy to execute without burning your budget?

Automation of Direct Mail is the Key

If you're a smaller business and you get minimal leads, this is typically a non-issue. You are typically happy to get the leads and you can do this fulfillment yourself. You can also manually decide if the order is worth fulfilling.

If you're a bigger business and you're thinking about going this route, the one thing you don't want to do is create too much additional work for your team. What you need to do is to automate this process so that you can easily send out direct mail pieces in a "just in time" format. You may even want to restrict who is sent a direct mail piece. For example, what if you could automate the lead qualification process to automatically determine if the individual was qualified to receive a direct mailer? If they weren't deemed suitable, you could send them an email apologizing and saying that you're unable to send them a direct mail piece at the moment. I'm thinking off the top of my head here but there are many possibilities with the goal of sending the right people, the right information at the right time so that you maximize your marketing dollars and convert more leads into opportunities and eventally sales.

In terms of automation, your form capture tool could be linked up directly to a mailing house which would take care of the printing and mailing. Again, these are further ideas to explore. You would also want to ensure that that you could track the success of these campaigns. This may include tracking those individuals that follow up by calling, emailing, or visiting the site.

I hope this gives you something to think about!

Chad H

Tags: direct mail for lead generation

Read more >>