Adobe’s Marketo platform helps you get measurable results from acquisition to advocacy, all while keeping customers engaged. Marketo allows you to send emails, build landing pages and, most importantly, look at data so client journeys can be customized.
Specifically, Marketo’s lead scoring tools allow you to build out the customer journeys from when they first appear in your database all the way to close. Through personalized campaigns, the scoring strategies help you attract, nurture, and deliver on win-ready leads.
Lead scoring is the methodology for ranking leads in order of sales-readiness. It saves time and helps companies focus on high-quality leads that have a better chance of converting through to a sale. Once a lead scoring method has filtered relevant leads, companies can customize their communication approach to meet the needs of the customer, further moving them toward a sale.
Lead scoring is typically divided into two segments: demographic scoring and behavioral scoring. Demographic scoring is anything that exists in your data that has to do with who your customer is. This could be company size, company name, industry, job title, or country — the list can be infinite. Behavioral scoring includes things like filling out a form, browsing a website, event attendance, and other similar actions. Demographic and behavioral components work together to create a lead score for each particular customer.
Although there are plenty of platforms that have lead scoring capabilities, Marketo far surpasses competitors in various ways. Marketo offers flexibility in terms of lead scoring — compared to other platforms where you’re often married to the lead scoring method.
One of the benefits of Marketo is unlimited scoring fields. You aren’t locked into scoring only the things that your platform wants you to score. You can customize scoring fields on any data point or behavioral action, giving you the opportunity to pinpoint more relevant leads specific to your company.
Some of the more advanced strategies Marketo offers are lead scoring A/B testing, product-specific lead scores, negative lead scoring, and the ability to run lead scoring on your own schedule.
Marketo has a long list of benefits, but building your scoring model still comes with challenges.
When you’re putting a scoring model into place, one of the biggest challenges is determining what you will score. You want to collect relevant information, but you don’t want a 20-question form to identify your ideal customer profiles. Many companies solve this through enrichment tools that help you collect extra data.
Another challenge is getting buy-in from your team on a cohesive strategy. You should ensure that both your sales team and demand generation team have a voice, but you still need the leadership team to drive decisions at the end of the day. To find a good balance between conflicting voices, you can take feedback from all teams, build two different models, and see which one is more successful for your company.
Regardless of how well your scoring model is running, you want to check in from time to time and see if it needs updating. And you want to look at this from both a process and an organic standpoint. You should be in the loop with your teams and have consistent meetings, getting their feedback on what’s working and what’s not working. On the process side, revisiting your model every quarter can be helpful to ensure that you’re hitting opportunity goals as well as marketing qualified lead goals.
With the digital transformation taking over the business world, personalization is more important than ever before. Customers don’t want to feel like another number in your marketing statistics or website analytics.
So, how can you create personalized experiences that speak to your customers’ individual wants and drive real results for your brand?
When it comes to creating personalized experiences, getting started is easy. However, finding long-term success can be a little bit more difficult. That’s why it’s essential to build a sturdy foundation for your personalization program to grow and succeed. According to Sarah Ohle from Hero Digital, there are four pillars that can help you win at personalization: customer understanding, moments-based experience, privacy and trust, and industry-specific needs.
By leaning into each of these pillars, you can design personalized experiences that speak directly to your consumers’ wants and needs. How? By putting humans at the core of your personalization strategy.
In-depth analysis is the key to understanding not only what your customers want, but also the greater context around their buying journeys. But, with so much first-party data at your fingertips, where do you start?
Simply capturing traffic and data sources isn’t enough to give you a full view of your audience — you need to know how to apply it in order to create a successful personalized experience.
Luckily, there are a few tools to help you make the most out of your data. Digital intelligence tools, for example, help brands go beyond customer interactions through digital touchpoints that align with data streams from other sources. These include sensors, bots, digital assistants, news services, and more. If you want to create a data-driven personalized experience, it may be time to expand your tech stack.
Once you know who your audience is and what they want, you can start to create personalized experiences and content for them — no matter what stage of the customer’s journey they’re in.
However, providing a personalized experience doesn’t just mean producing content for different stages of the journey; the most successful brands should also segment each stage by even smaller criteria, such as the generation of the customer or their level of savviness with technology.
There are a number of creative and automated ways to segment your customers into groups, from email surveys to artificial intelligence tools. But whichever path you take, Adobe’s Christopher Young has one word of advice: make sure to bring your legal and compliance departments along during the process.
Communicating with them from the start will help you build a roadmap that improves customer trust and drives business success.