It’s a new year and here at ReachForce we are in the process of analyzing all of our programs to determine which ones drive the most sales conversions.  Very quickly we realized that people that respond to our programs seem to over and over again.  But what about those that never respond?  They are killing our response rates and conversions.

With every program we as Marketers run we are able to bucket people into “responders” and “non-responders”.  We typically do different things with these two groups.  Responders can either move into other programs that try and further qualify the lead for sales or they go directly to sales/inside sales for more follow up and further qualification.

Now – what do you do with the non-responders and inactive contacts in your database?  By leaving them in the current mix, you’re only hurting your program ROI and possible sales conversions.  Continuing to do the same thing over and over again with these non-responders is insanity, right?

So instead of writing these people off, change up the mix and try something new with them.

In our 2.0 world, there are so many new possibilities for reaching your prospects in a way they respond to.  Here’s a few ideas to consider:

• Webcasts – some people are visual learners and want to feel like they are interacting with live people.  Email them an on-demand webcast or invite them your next live webinar.

• Podcasts – some people like to listen vs. read [a whitepaper or eBook]

• Survey – we use explicit surveys here at ReachForce to gather lead qualifying information.  Now, yes we do incentivize people to take the survey but the results we get back are fabulous.  It helps our lead gen and sales team to prioritize their follow up and it helps us weed out no fits (also helping increase our next program ROI).

• Social networks – where else are your prospects hanging out?  Get out there with them and try and make contact.  Remember you can’t enter the social world with your used car salesman pitch, people will roll their eyes at you and never interact.

• Channels – are your prospects also customers of some of your partners, see if they can help with introductions or more insight into the prospect account.

• Offers and Incentives – be sure to change them up and test what works best.

And if all else fails, it might be time to clean up your data.  Make sure you have the right buying contacts in the right companies or it doesn’t even matter what you are sending or offering.

With every program we put together here at ReachForce, our #1 goal is to drive more hand raisers.  That means we have to create programs using multiple vehicles.  Is vehicles the right word here?  Maybe not, but you know what I mean.

So how are you reaching those stubborn prospects that give you no signal of interest?  Hopefully you’re not just giving up on them …

By now, we are all tired of hearing how the world is coming to an end.  The financial markets are down, companies are struggling and people are losing their jobs every time we turn around – times are hard and we’re all suffering.  But quite frankly, we’re tired of talking about it.  So instead, this month we’re focused on all around best practices that we should all be applying in any economy.

Optimizing your marketing mix for success – are you doing it?  If so, how’s it working for you?

As marketers, we have a lot of options for reaching our audience.  We use some for overall awareness and others for one-to-one contact with our customers, prospects, media contacts, etc.  And in most cases, we are building programs using a variety of tactics to get our desired outcomes.  Here at ReachForce, we categorize tactics into two buckets – air wars and ground attacks.

Air wars are things like PR, social media, and SEO.  All necessary but can be difficult to measure real ROI.  Ground attacks are direct one-to-one initiatives, things like email programs, webinars, and targeted live events.  You have to have both to get the results you really want.

We’re going to be exploring the following questions over the next few weeks on The B2B Lead, be sure to check back in.

• So how do you decide what combination of activities is driving the most value for your business and your audience?
• Are you just spinning the wheel of luck and hoping it lands on new customers?
• How are you measuring your programs for success?
• When do you decide a tactic isn’t working and you need to cut it out of the mix?
• How often are you adding new tools and tactics that help you drive ROI from your efforts?
• Is there a specific combination of activities that work with specific audiences?

When times are tough we are forced to make use of what we already have.  After many events, lead forms, list exchanges and sales rolodex’s you have probably built a nice size database of prospects.  Before you get ready to launch your next program to your in-house database consider these things:

1. Marketing Sherpa has said that 2.1% of data goes bad every month. (This stat is about 2 years old, with so many people losing their jobs over the last couple of months I bet this number has gone up, but for this, we are going to use the 2.1) This means each year almost 25% of your contact data gets dirty.  Do you know which 25%?

   Contact records stay fresh about as long as a gallon of milk. Well maybe a little bit longer but you get the idea. Here’s some other interesting stats (also about 2 years old) According to Gartner, more than 30 million people out of the 138 million employed in the US will switch jobs in the next 12 months. In the same time, some 2.5 million businesses will move, according to the U.S. Census Bureau.  Again, I bet these numbers are up too.

2. Are you marketing to the entire DMU (decision making unit)?  Do you have your entire DMU in your database?

   B2B purchases are typically made by a group of people.  Each one with different concerns and specifications.  To accelerate sales cycles it pays to start the connections before your prospect moves into the sales funnel.  DMUs can include – end users, business managers, finance specialist, technology specialists, senior management, key influencers, procurement specialists, etc.

   Marketing Sherpa also says…For purchases of $25K or more -
   100 – 500 employees    6.8 people in the DMU making buying decisions
   501-1000 employees    13.5 people in the DMU making buying decisions
   0ver 1000 employees    21 people in DMU making buying decisions

3. If you are trying to upsell or cross sell to your existing customer database, do you have the right buyers and their contact information?

   If you are selling a platform or have solutions that affect multiple groups within a company, there’s a chance you don’t have the right buyers for your new product or solution.  Here’s an example:  You sell a CRM platform and have recently added accounting and marketing modules.  Marketing to the sales leader that bought the CRM piece probably isn’t your target audience for the new modules and won’t get you very far.  Their needs are already met. And while they may be involved in the additional purchases they probably are not the ultimate buying decision maker for your upsell or cross sell.

4. Do you have all of the relevant contact information needed to executive your marketing programs?

   Example – You are planning a breakfast city tour and want to invite people in each region via email and also with a direct mail piece.  Do you have everyone’s correct physical address for the actual events and the direct mail?  Do you also have correct email addresses for the series of emails you plan to send reminding people about the event?  Missing just once piece can hinder your results.

5. Have you considered international privacy and SPAM laws?

   While we’re all very familiar with our US CAN-SPAM laws, have you researched the other countries you are marketing to?  Each countries laws are different, like for example Germany requires a double opt-in for email marketing.

Am I missing anything here?  Remember the grass isn’t always greener with the unknowns.  Work what you have, at some point you thought these people were worthy of holding on to.

This is the fifth post in a series on Deliberate Marketing. Be sure to check out the first 4 posts: Intention vs. Attention, Qualified Buyers vs. Leads, Role vs. Title and Predictable vs. Spray and Pray.

Deliberate Marketing doesn’t involve capturing any and all leads, then tossing them over the fence to sales. Deliberate Marketing is about engaging with prospects, understanding their needs and scoring them based on their interests and behavior to determine their stage in the buying cycle. It’s about nurturing them with targeted communications and offers until they are ready to engage with sales.

A prospect that downloads a whitepaper probably needs to be further nurtured by marketing before being passed on to sales, whereas a prospect that requests a 30-day trial can be immediately handed off to sales.  This is different for each business; be sure to have an agreement with sales on when leads should be handed over.

With a Deliberate Marketing approach, B2B Marketers can ensure their leads receive the proper follow-up and that buyers are not discarded simply because they are not ready to make a purchase immediately.  Feedback loops between marketing and sales are necessary so that any leads that are passed to sales too early can be sent back to marketing for continued nurturing.

This is the fourth post in a series on Deliberate Marketing. Be sure to check out the first 3 posts: Intention vs. Attention, Qualified Buyers vs. Leads and Role vs. Title.

Deliberate Marketing techniques make it possible for Marketers and Sales teams to predict the results of their efforts because they know their direct marketing programs are focused on the right buyers in the right type of company. Deliberate Marketers do not spray a rented list of contacts with a generic message hoping the right buyers will respond. Instead, they deliver a highly relevant message to a targeted audience.

Based on preparation and research, they know they are using the right messages and the right medium to deliver that message based on the buyer profile (or persona). They also know that they are delivering this message to buyers in companies with a similar combination of characteristics as their best customers so their propensity to purchase is higher.

With this approach, Marketers can rely on repeatable lead generation efforts to provide a steady stream of qualified buyers to Sales.

As we kick off the New Year, we’re typically in an “out with the old, in with the new” mindset.  While that may be true for a lot of things, it doesn’t have to be the case for your marketing database. As we ponder in 2009 how to do more with less, think about what you can do with what you have.

Most Marketers are overwhelmed by a customer or prospect database with hundreds of thousands of duplicate entries, old data, inaccurate contact details and countless records in myriad states of completeness. This existing data has likely been gathered by many different individuals over multiple years.

Did you know?

• More than 30 million people out of the 138 million employed in the US will switch jobs in the next 12 months – Gartner Group

• In that same 12 months, some 2.5 million businesses will move, according to the U.S. Census Bureau

• “The Company that markets with a healthy data-cleansing routine can realize nearly 70% more revenue than an ‘average’ organization, based purely on data quality.” – Sirius Decisions

Dirty data, whether purchased or collected from download offers hampers your lead generation results and drives up costs.  So sticking with the same theme from my last couple of posts, doing more with what you already have, consider this.

Before throwing out your dirty data and buying new or taking on a massive database clean up initiative, think relevance.

What lead data do you have in your database that is relevant to your target markets and buying roles today?  From there you can put together a repair program.  Here’s a starting point for determining what relevant data you already have at your fingertips.

1. What businesses you need to target?  Industries?  Vertical markets?
2. Who in those businesses are involved in the buying decision for your product or services?
3. What are you going to do with the data? (Email campaign, direct mail, telemarketing)

Now it is time to repair that relevant data.  Start with what’s missing.  Here’s a list of things to consider:
If you are doing segmented email programs, do you have the right buying roles within your target markets?

• Do you have all of the email addresses you need for each role in the decision making unit?
  If you are doing a direct mail program, do you have accurate mailing addresses for everyone you are targeting?
• Are there more companies out there that are in your target market that you currently don’t have in your marketing database?  If so, find these and add them.
• Is there data older than 6 months in your database that needs refreshing?  Remember how many people are moving around and how many companies are merging or going out of business on a monthly basis.  Consider refreshing this data.  **This does not have to be a manual solution.

Thousands, tens of thousands, or maybe even hundreds of thousands of records in your database, there’s bound to be gold there, you just have to uncover it and dust it off.

Here are a few resources for you to consider as you ponder your marketing initiatives in 2009 and the value of your current data.

Is Dirty Data Sabotaging your Marketing Results?
Dirty Data: Even More Expensive Than you Thought
Understanding the Role of Role

Hope you enjoyed this quarter’s Book Club series.  Just in case you missed an eBook or whitepaper we read and discussed, below are the links to them and what we had to say about each of them.

• Dianna Huff’s Five B2B MarCom Strategies to Increase Sales Now
• What we had to say…

• Brian Carroll’s Eight Critical Success Factors for Lead Generation
• What we had to say…

• HubSpots’s Get Found Online
• What we had to say…

• Marketo’s Best Practices in Lead Nurturing
• What we had to say…

• David Meerman Scott’s The New Rules of Viral Marketing
• What we had to say…

• ConnectDirect’s How to Choose your Carrot: Effective Lead Generation Offers for High-Technology Marketers
• What we had to say…

Happy Reading.  We look forward to sharing even more B2B Marketing and Sales tips with you in 2009.

This is the third post in a series on Deliberate Marketing. Be sure to check out the first post on Intention vs. Attention and the second post on Qualified Buyers vs. Leads.

Deliberate Marketing programs do not rely simply on prospect titles for targeting potential buyers.

For example, a B2B Marketer purchases a list or accesses a contact database and pulls a list of 1,000 Communications Analysts. How can that marketer be certain that the contacts who match those titles are involved with Network Communications instead of Corporate Communications?

Titles are simply a label of rank, not an indication of the actual role the prospect plays in the organization or in the buying decision. Instead, Deliberate Marketing programs are focused on “roles,” defined by Webster’s as: a function or part performed. They target communications based on organizational role and level in the DMU as well as stage of the buying cycle.

The average B2B marketing response rate is less than 3%, and it’s getting lower every year. It’s easy to see why title-based lists perform so poorly.

Consider a Fortune 500 company with 90,000 employees.
All told, this company has 500 IT staff.
Of those 500, 150 have a title of Manager, Director, and higher.
Only a handful of those 150 is in the right role to buy your product.

But what’s a marketer to do? Using current list technology, you can only get as specific as target title. So you have to market to all 150 people with ‘hot titles’, jamming the inboxes of the majority with an unwanted, off-topic solicitation. It’s simply not a cost-effective model.

This is the second post in a series on Deliberate Marketing. Be sure to check out the first post on Intention vs. Attention.

Sales teams are always clamoring for more leads but smart marketers know that what they really need to deliver are qualified buyers.  A lead status is often applied to anyone who fills out a form on your website or stops by your trade show booth.  Rather than tossing that list of names over to sales, marketers must nurture those leads and weed out the good from the bad, those with budget and need from those still in the education phase.

Deliberate Marketing ensures marketers can extract the most value from their marketing programs based on using the most cost-effective method to move prospects and buyers through the funnel. It is not focused on simply filling the marketing and sales funnel with contacts and expecting sales to follow-up on any lead that downloads a whitepaper.

Deliberate Marketing is about profiling the best possible buyers, recruiting more buyers that are just like them, and then executing the most effective techniques possible to move the prospect through each stage of the funnel.

This week we’re reading and talking about Connect Direct’s whitepaper – How to Choose Your Carrot: Effective Lead Generation Offers for High-Technology Marketers.  Author Howard Sewell opens with the 3 key elements of any campaign:

1. List
2. Offer
3. Creative

You know here at ReachForce we are all about data (lists) that fuels lead generation programs so it was great to see that at the top of the list.  He goes on to say that “creative still rules the roost” for most marketers.  I totally agree and don’t get how people spend so much time and effort on creative that will end up going to the wrong person.  But that’s another post all together…

Then there’s the offer – another piece many marketers have a hard time getting right.

“An offer is a reason to respond – the ‘carrot’ that gets the reader to take action.”

When deciding on your offer, remember to “Sell the Offer, not the Product”.  Howard goes on to say, “no matter how enticing your product or service sounds, you won’t generate leads unless people want what you’re offering”.  I totally agree.

Choosing the right offer – here comes the good stuff…

First, you must decide what the primary objective is for your campaign.  Is it to:

• Build awareness
• Build your in-house list
• Generate sales opportunities
• Drive prospects to a meeting immediately

For each of these, you’re offer would be different.  On page 4 of the whitepaper, check out Fig 1.  It is a great visual of different offers and what outcomes to expect with each.  The basic idea is the more you ask of someone, the more qualified they will be.  Doing a raffle for an iPod will drive responders but probably not the quality your sales team is looking for.

The remainder of the whitepaper goes on in detail about the pros and cons of different offers like free trials, webinars, whitepapers, surveys and sweepstakes.  If you haven’t already read this one, you want to.  “Select your offer carefully.  The choice between one offer and the next will have a dramatic effect on your response rate and the quality of the leads you generate.

About the Author
Howard J. Sewell is president and founder of Connect Direct. Prior to starting the company in
1990, he served as a marketing manager for software giant Oracle Corporation. Howard is a frequent speaker on direct marketing and regular contributor to print publications and online forums on topics that include lead generation, e-mail marketing, channel development and event promotion. He writes “Direct Connections,” a leading blog on best practices and strategies for B2B direct marketing.