Long before a sale is won or lost, customers and prospects embark on what can be called the ‘buyer’s journey. This journey is a complex evolution spanning the entire lifecycle of the customer-vendor relationship, beginning with identification of the underlying business issue or need, and culminating in vendor selection.
Along the way, the prospect engages in a wide breadth of activities. Some are internal, such as winning over key stakeholders, building internal consensus and acquiring the necessary budget; while others are externally facing, for example market research, engaging with colleagues in similar firms to share experiences, and of course contacting salespeople for product demos and pricing negotiation.
I do not claim to have coined the term ‘buyer’s journey.’ For more information on it, you can check out a great article by Christine Crandell that appeared on Forbes.com earlier this month. Among other things, Crandell does a great job explaining how social media can be leveraged to better connect with and understand the buyer’s journey, particularly during times when prospects are not engaged with your sales team. What especially interesting about the concept of the buyer’s journey is that prospects are actually unengaged with your firm during the vast majority of this process. Engagement only begins when prospects start their market research and contact a salesperson, usually not before.
Now how does this relate to database marketing? Well, it does in two huge ways. On a strategic basis, any marketer worth his or her own salt knows that effective marketing depends getting your message in front of qualified prospects as inexpensively as possible. In order to do this effectively, identifying how prospects are researching the marketplace is key. Why? Because this is where your prospects are spending much of their time, this is where you need to have your brand appearing front and center. So from a marketing spend point of view, without a doubt this is where you’re going to get the most bang for your buck.
Now of course this is far easier said than done. It’s going to take a ton of market research, including customer interviews, focus groups, industry insight and general analysis to identify how your customers researched the marketplace prior to making a purchase. Did they attend key industry trade shows or events? Do they belong to specific peer or networking groups? What publications do they subscribe to? Whatever the answers to these questions are… well this is where you need to be.
Another key to deciphering the buyer’s journey is understanding how the prospect is engaging with your firm across all Key Performance Indicators (KPIs). This understanding can only be arrived at through a deep analysis of every touch point between you are your customers. The best way to achieve this is to identify and extract customer and prospect data wherever it may reside. There are no shortcuts here. For large organizations, it can be located in an email broadcast tool, CRM, ERP, Marketing Automation Solution or purpose-built Master Data Management (MDM) Hub, among other places.
Now of course this means extracting and sifting through tons and tons of data – everything ranging from garden variety campaign analytics to purchasing history, from personal attributes to company insight, from demographic data to psychographic profile. Tracking, archiving and sorting out all this information is big business. In fact, many in the industry are now referring to this reality as ‘Big Data,’ as companies track and store vast troves of information that they need to make sense out of. In addition to the physical IT infrastructure required to capture and store the information, making sense out of it often requires technical expertise. Without wanting to veer off topic, if this sounds interesting then I suggest turning to NPR, where an interesting and in-depth story on Big Data aired on November 29, 2011.
As I was saying, once the data is extracted you need to make sense out of it. Paramount to this task is the process of creating robust user profiles replete with detailed demographic, psychographic and of course (for B2B) firmographic information – in effect, multi-dimensional user profiles – and mapping it back to KPIs that help identify engagement patterns and behavior central to the buyer’s journey.
Once user profiles have been established, this is where the fun parts comes in, as marketers leverage this information to create compelling offers that speak to the various customer segments. The good news is that recent technological innovations have made this job much easier and more effective. Using marketing automation tools, it’s now possible to broadcast varying sophisticated drip marketing campaigns to various segments of your database – segments that can now easily be created using complex rules based on both list attributes and user engagement. What’s more, the marketing message itself – email creative, direct mail piece, landing page, and so on – can now be highly personalized based on profile data, resulting in higher response rates, reduced media costs and of course improved customer satisfaction.
I hope this all makes sense. Any comments or feedback are welcome.