The Pipeline Guest Post – Susan Payton
This might come across as mind-blowing, but here’s the secret to better sales:
It’s not about getting tons of leads into your pipeline. It’s about how you treat them once they’re there.
When it comes to your sales pipeline, if you’re focusing on quantity—and not quality—you won’t realize the conversion rate you could if you instead worked on the following three goals:
- Qualify leads early
- Direct leads into the appropriate funnel
- Customize messages to each funnel throughout the journey down the pipeline
Know What a Lead Looks Like
No, “everyone” doesn’t qualify as a lead. Look at past customers you’d like to replicate. What characteristics did those customers possess? What were the actions they took to arrive in your pipeline? Those actions might include:
- Downloading a white paper on your site
- Signing up for your emails
- Signing up for a free account or trial
- Visiting a specific page multiple times
Technology allows you to be very specific in the actions you track online, so there’s no reason you should treat all leads equally.
Set up lead scoring criteria to help you identify hot leads early in the process. Assign a numeric value to the transactions that landed them in your pipeline, as well as a lead’s job title—for those B2B marketers—and demographics data if you can get it.
Target, Target, Target
You probably can identify certain types of leads or customers based on your past experience. You probably have seen leads who ask a lot of questions and are slow to buy—if they buy at all. You’ve also probably encountered those who want to make a decision now, and don’t require a lot of handholding. You can probably think of other types as well.
The point here is: you want to break down your initial lead bucket into as many funnels as possible so you can maximize the impact of your marketing messages to each segment. The quick decision-maker shouldn’t get the same automated emails as the questioning customer, because his lead time will be virtually nil.
Master the Marketing Message
Make sure your messaging fits the lead profile. That slow-to-buy lead will want plenty of information about your product, not a promotional offer. The quick customer may respond better to a $10 off coupon via email. Test until you’re getting the best conversion rate possible. One way to do this is with customer relationship management (CRM) software.
That software will allow you to align your offline marketing and sales efforts with the needs of each customer profile. If you’re using CRM for marketing and tracking valuable customer data, it’s easy enough to create categories for customer types, as well as develop a key your sales team can use to know how to best approach a given type of customer.
For example, if it’s customary for a salesperson to call every lead personally, he might not want to do so with a quick decision-maker. It might be unnecessary, and if all of the lead’s other behavior has been online, he might not welcome a phone call.
CRM software will only come in handy if you’re tracking the right information, which is pretty much all information about a customer. Every person who interacts with a lead should make notes about their conversation, as well as provide recommendations for future communications.
You should be able to look at a lead’s profile and get a sense of what he has responded to. If you’re automating email messages, you shouldn’t need to do much, provided the communication is effective. If it’s not, look at results across that particular segment and see if the lack of response is indicative of the bigger picture. If so, tweak the message and try again.
Continue to Tweak the Process
Sales isn’t an out-of-the-box solution for most brands. It’s a continual effort to discover what works to increase conversion and sales. But over time, if you’re paying attention to your leads’ responses, you’ll see better results, making the corrections smaller and smaller.
Your pipeline should net you a better conversion rate (and generate fewer dead leads along the way) if you’re truly paying attention to what makes your customers tick.
Susan Payton is the President of Egg Marketing & Communications, an Internet marketing firm specializing in marketing communications, copywriting and blog posts. She’s also the founder of How to Create a Press Release, a free resource for business owners. She’s written three books: DIY Press Releases: Your Guide to Becoming Your Own PR Consultant, 101 Entrepreneur Tips and Internet Marketing Strategies for Entrepreneurs, and contributes to several sites, including ChamberofCommerce.com, The Marketing Eggspert Blog, CorpNet, Small Business Trends, and BizLaunch. Follow her on Twitter @eggmarketing.