- Why FirstRain
- Customer Success
Customer success stories are an important and necessary sales tool. Just like having references for any job interview, they aren’t going to make the sale but without good ones, it may cause a delay in the sales process. Yet, customer success stories are often cookie cutter in style and not engaging. Even worse, you may struggle to get your customers to approve them.
I’ve been working with companies on success stories across industries – from semiconductors to software development tools to software-as-a-service (SaaS) solutions. I have experienced the frustration of writing a customer story only to have the customer not approve it, or worse, approve it and then pull it after its been published. There will be many customers who won’t share their brand value with you for fear of diluting it. There will be others that you simply don’t have the relationship with to “override” the policy of not doing them. But there will be customers where you do have the product and people relationships that gain you the necessary approvals. Make the most of these customers and seize the moment as your champion might move on. Most of all, tell a great story for your company and their customer.
Here are three tips from my recent experiences that I hope will help you tell a great customer story. Let the story begin!
Tell the story in your customer’s own words
Don’t fall into the trap of marketing speak! It’s easier to just write the problem, solution and benefits using all the company’s great messaging, but it’s dry and boring. Tell the story as if it were unfolding as you read it. And to do that you need to interview the key people and collect as many usable quotes as possible. Don’t forget to ask for their picture to make it even more engaging and realistic. I like what I see for pulling all three of these elements together in the customer case studies by RelateIQ, a Palo Alto, California-based start-up that is quickly becoming the go-to relationship intelligence solution for professionals seeking to build better relationships and make smarter decisions.
Use surveys to help gather facts and interesting user commentary
Not another survey! I know we’re asked to respond to surveys almost daily now. But companies who are SaaS providers are one of the best examples of where knowing if customers are successful is not just nice to have – it’s crucial to achieving very high renewal rates, a key metric for a SaaS company. These surveys are usually quite effective as they are often run internally by the customer to validate the ROI. Provided there are open ended questions, this can be a rich source of additional commentary from the users by incorporating direct quotes that can help bring authenticity to the success story and have it sound less like marketing speak. I have seen this work for myself while working on case studies such as Nuance Communications for FirstRain, a pioneer and leader in personal business analytics solutions for the enterprise.
If you hit the wall on permission, try new approaches
Beware of the marketing police! I always find it a bit awkward to coach people on how to get through the marketing controls on the use of their brand since I used to enforce them myself. The truth is every decision is a business decision and with the right case made by the right person, there are exceptions. There are many companies who have business reasons to want to work with their suppliers on telling their story. The keys are having senior relationships between the companies and finding the win-win scenario. Should you still hit the wall on permission, there’s a new approach that I really like if you have 50-100 customers to work with. Founded in 2007 and based in Emeryville, California, TechValidate solves the problem of extracting quantifiable operational and financial metrics from your customer base, and then instantly turning that data into usable, third party verified marketing materials.
Jan Willis founded Calibra in 2007 after holding senior marketing positions at Cadence Design Systems, Simplex Solutions, Synopsys, and HP and completing an MBA at Stanford University. Calibra is a B2B business consulting firm specializing in helping high-tech companies enhance their brand and accelerate the market adoption of their products. Its consulting practice includes whole product strategy, company and technology branding, strategic options analysis, industry alliances, and interim leadership.
The infinite stream of information in the 21st century world has created many new possibilities for companies. Analytics that track consumers across Web pages, tweets, blogs and other content posted every minute create a wealth of resources for sales reps and marketers who need to develop a greater understanding of their customers’ movements and industries. However, all this information can be overwhelming and distracting. There’s simply too much of it to deal with. To many executives, Big Data is large and intimidating. However, if you find a way to cut through the noise, you can reduce the flood to a more manageable trickle. To do this you need the right infrastructure, tools and attitude.
Executives Want More Information For the most part, executives are on board with using data, even if they don’t know how to approach it. A CSO Insights survey cited by Business News Daily found 89 percent of executives believe that sales reps missed out on sales opportunities because they weren’t up to date on what was going on with customers and prospects. In addition, the survey found that salespeople often need to look at as many as 15 different sources to find usable information about prospects. The time spent looking through the CRM, social media accounts and doing Google searches all adds up. And after you’ve finished looking through all these sources, your data may not be organized.
Not All Data is the Right Data According to a recent article from Forbes, many businesses hear about big data analytics and try to jump on board without really thinking it through. As the magazine explains, you need to consider carefully which data will help you achieve your goals and what will just add more noise. You need the right tools to navigate the flood, otherwise it will remain unmanageable. For example, if your goal is to use market intelligence to gain a better understanding of your customer’s industry, you need to find a way to hone in on the details that matter.
How Companies Can Gain From the Right Intelligence When businesses have access to a platform that streamlines the Niagara-level flood of data into a navigable canal, sales reps and marketers suddenly have insight that can help improve revenue productivity. Your sales reps can plug into the client’s world and see trigger events they can use to create more targeted sales pitches. They can see events on the horizon that will change the market, like the introduction of new products, activity of competitors, or changing management. They will have the ability to answer questions their potential clients haven’t figured out how to ask yet. In short, while big data may seem unwieldy, you can harness it to improve sales productivity.
Getting Customer Intelligence in the C-Suite Businesses tend to perform better when they have high-level executives dedicated to successfully implementing big data initiatives. According to Mckinsey, different companies need to assess how management can best approach introducing analytics into the business sphere. Often, chief marketing officers may take the reigns on these initiatives. On the other hand, depending on the individual needs of your company, it could be an idea to create a whole new role to manage the implementation of customer intelligence and make sure it is successful from upper management down to the sales teams that use the knowledge to craft better pitches. By choosing the right solution, your company can figure out how to use Big Data successfully to make a difference in your sales and marketing strategies.
Navigating social media without analytics is like crossing the ocean without stars.
No self-respecting ancient mariner, or night-migrating bird for that matter, would try to cross from Knossos to Delos without use of the stars. The ocean is too large, and full, and dark.
But sales people are trying to follow their B2B customers on Twitter without the stars. They load up users and keywords into excellent B2C support apps like Hootsuite or Radian6, but still miss their destination because they can’t navigate the business developments by following people. To understand how your customer’s business, and so your target, is changing, you need to be navigating through all of Twitter and extracting out the B2B business trends buffeting your prospect.
That takes analytics. Analytics that process every tweet and figure out its meaning, in real time. Analytics that figure out whether it is relevant to you. Does it match your personal interests, does it have meaning to your business and your strategy, whether or not the keywords you put in are matched?
That’s what we’re doing at FirstRain; it’s all very personal. We analyze Twitter the way a Minoan navigator would study the stars 10,000 years ago. We’re finding you the path through Twitter’s ocean to get to your ultimate destination: revenue growth.
Last week, here at the FirstRain office, we had our own conversation about the lack of reading print media in today’s society. Ryan Warren, our VP of Marketing, noticed and commented on the fact that I printed out a colleague’s blog to read over, instead of just editing and reading it on my laptop. I tend to focus better on what I’m reading when I print out a physical version (Facebook & Twitter are not floating around in the background this way). Proof that printing out someone’s paper to edit is becoming less common, he asked if this was something I did normally. What if I’ve been the only person out there who still prints out things to read?
So I decided to investigate. I sent out an email survey to a network of friends, all millennials, all in my age bracket, mostly young business professionals and a few graduate students, asking them all if they preferred reading text online rather than printing out and reading a hard copy. I wasn’t surprised by most of the responses. 90% of those who answered preferred to read online. Some preferred to read online only when the length of the reading material was limited to four pages or less. Others preferred to read online if it was reading for pleasure rather than reading for business or school. And sure enough, some opted to read online because it was “greener.” One friend said it was easier to “stay organized while having everything in one place” on their laptop. I was quite impressed with the reasoning behind each of their answers. Am I the only person still printing!? Don’t get me wrong, I read articles online every day and I don’t buy physical paper newspapers. I use our FirstRain apps and use the Web to access the news. Yet, sometimes, I still chose to print things out in order to help me focus… even though I suppose this makes me old fashioned. Maybe when I finally purchase an iPad, I’ll give up my old habits. I’m really curious to see what lies ahead for future generations and how they’ll consume the media of tomorrow. Will the baby with the iPad write this same blog post, wondering how many people still prefer touch interfaces instead of just having it plugged directly into their brain?