how one company slashed their cost per lead by more than half
DESCRIPTION
Brian Carroll, Executive Director of Applied Research for MECLABS and author of the bestseller, Lead Generation for the Complex Sale, and Brandon Stamschror, Senior Director of Operations, MECLABS Leads Group, will discuss how to leverage teleprospecting to drive the highest return on marketing investment and decrease investment in sales resources – all while significantly increasing sales productivity.TRANSCRIPT
TeleprospectingTeleprospecting that Drives Salesthat Drives Sales‐‐Ready Leads and Ready Leads and How One Company Slashed Their Cost per Lead by How One Company Slashed Their Cost per Lead by More than HalfMore than HalfMore than HalfMore than Half
Brian CarrollBrian Carroll Brandon StamschrorBrandon StamschrorExecutive DirectorExecutive DirectorMECLABS Applied ResearchMECLABS Applied Research
Senior Director of OperationsSenior Director of OperationsMECLABS Leads GroupMECLABS Leads Group
About Brian Carroll
Brian Carroll is Executive Director of Applied Research at MECLABS. Brian is also f d f I T h ( t f th MECLABS L d G ) B2B k tico‐founder of InTouch (now part of the MECLABS Leads Group), a B2B marketing
firm and one of the first companies to provide lead generation services for the complex sale.
Author of the popular book, Lead Generation for the Complex Sale (McGraw‐Hill), p p , f p ( ),Carroll is a leading expert in lead generation and he's profiled and regularly quoted in numerous publications. Brian also speaks to 20,000 people a year on improving sales effectiveness and lead generation strategies.
He’s been profiled and regularly quoted in numerous publications such as BtoBHe s been profiled and regularly quoted in numerous publications such as BtoB Magazine, Selling Power, The Wall Street Journal, Entrepreneur, Target Marketing, Inc. magazine, Marketing News, DM News, MarketingProfs, MarketingSherpa, Software CEO and CMO Magazine.
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About Brandon Stamschror
Brandon is Senior Director of Operations, MECLABS Leads Group. He is a co‐founder of InTouch (now the MECLABS Leads Group) and a former partner at iNETech, Inc. From early ( p) p , yoperational positions with 3M and functional financial experience at iNETech, Brandon has become the key driver of all operational processes and support teams that execute the Leads Group client engagements.
B d h th 12 f i i t l ti d l dBrandon has more than 12 years of experience managing teleprospecting and lead generation teams across dozens of industries and solutions. Brandon collaborated with Brian Carroll on his book, Lead Generation for the Complex Sale (McGraw‐Hill, 2006). Brandon earned his B.S.B. in operations management from the Carlson School at the University of Minnesota.
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MECLABS: A Sales and Marketing R&D Lab• More than 10 years of research• Over 1 billion emails• 1,300 major experiments, j p• 10,000 sales‐paths tested• Hundreds of publications and conferences• 5 million phone calls• 500,000 conversations ,
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MECLABS Sciences Group
Conversion Leads Technology Training Strategy
Applied ResearchApplied ResearchPrimary ResearchPrimary Research
Agency Group Group Group Group Group Group
We optimize the financial performance
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p pof the sales and marketing funnel
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What we’ll cover today
1. The human touch of lead nurturing2 The value of data quality2. The value of data quality3. Prospecting rules that produce leads
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Teleprospecting: The Human Touch of Lead Nurturing
Lead generation = building relationships
• Identify the right people and companies
• Initiate a memorable conversation
• Nurture them, regardless of timing to buy
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90% of B2B customers want their sales person to be more of a resource. !
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Lead generation scales sales
100% These reallocated sales resources result inAs much as possible, replace
Allocatedpercent of
result in increased revenue capacity/higher sales productivity
Less efficient sales
p , pthese sales resources with lower‐cost methods of marketing & telemarketing contact
percent of sales
resources
sales productivity
More efficient
resources
0%
efficient sales
resources
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Prospecting SellingNurturing
Buying cycle stages
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9Buying cycle stages
Tele‐qualification‘s human touch is essential
40%
Avoid email only for lead nurturing
35%
30%SEOSEO
House EmailHouse Email
rturing
25%
20%
Traditional Content
Traditional Content
Tele‐qualification
Tele‐qualificationtio
n to Lead Nur
15%
10%Emerging ContentEmerging Content
Event MarketingEvent
Marketing
Viral MktgViral Mktg
qualificationqualification
Major Con
tribut
5%
5% 10% 15% 20% 25% 30% 35% 40%
Social MediaSocial Media
Major Contribution to Lead Generation
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Major Contribution to Lead Generation10
Chief requirements for lead qualification
0.8Lead has responded to a marketing campaign by providing basic contact
information
0.26
0.42
Lead has identified themselves as a decision maker
Lead has indicated a valid business need
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0.25
Lead has indicated an acceptable time
Lead has reached a certain lead score through expressing interest in a number
of categories
http://www.marketingsherpa.com/1n0.23
0.23
Lead has indicated an acceptable purchasing budget
pframe to purchase
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ews/chartofweek‐03‐22‐11‐lp.htm
What you need to understand: Teleprospecting is essential qualify sales‐ready leads!
0.16Lead has potential for large deal size
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The Value of Data Quality
How data quality impacts the human touch
• An often undervalued cost of doing business
• Value disconnect between demand generation and lead qualification activities vs. value of quality data
• Misinformation about data sources and the reality that “you get what you pay for”
h d h b ll b h f lli• What do the numbers tell us about the true cost of calling on low cost data?
H d f t i t t i d t lit ff t th
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• How does an upfront investment in data quality effect the total cost of lead?
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Experiment: BackgroundExperiment ID: Telecom organization data testLocation: MECLABS Leads Group Research LibraryTest Protocol: LG1001
Background: A telecom organization engaged MECLABS for lead generation
Test Protocol: LG1001
Objective: To determine if higher cost/higher quality data can drive down overall cost per lead
Primary research question:Which campaign data source will drive the mostPrimary research question: Which campaign data source will drive the most value?
Test Design: Four MDM data segments, a community‐based segment, and a
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traditional list‐source segment. Eliminate variables: Same reps, time frame, time allocation per data segment, qualification criteria and messaging. Set up new data sets.
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Experiment: Test design
Segments Record Cost ValidatedCost
MDM Tier 1 $24.00 Phone – role‐based
MDM Tier 2 $14.50 Phone – title‐based
Per segment:
300 accountsMDM Tier 3 $6.00 Phone – validated
MDM Tier 4 $3.00 Email ‐ validated
80 hours of calling
Community Based $1.00 Business cards
Traditional $0.49 No validation
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Experiment: Results
Segments Record Cost
No longer with company
Dials to disqualify
Dials to sales‐ready leadCost co pa y d squa y eady ead
MDM Tier 1 $24.00 1% 90 77
MDM Tier 2 $14.50 .06% 53 110
MDM Tier 3 $6.00 14% 27 127
MDM Tier 4 $3.00 23% 26 135
Community Based $1.00 67% 11 240
Traditional $0.49 13.3% 7 210
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Experiment: Results and ROI
Segments Record Cost
Call Per Lead List Count Leads Cost Per
Lead List CostCost ead ead
MDM Tier 1 $24.00 77 1000 312 $373.45 $24,000
MDM Tier 2 $14.50 110 1560 312 $496.00 $22,620
MDM Tier 3 $6.00 127 2475 312 $536.58 $14,850
MDM Tier 4 $3.00 135 2810 312 $546.75 $8,430
Community Based $1.00 240 9350 312 $954.00 $9,350
Traditional $0.49 210 13100 312 $828.95 $6,380
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What you need to understand: “Cheap” data is expensive!!
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Experiment: Results and ROI
Segments Record Cost
Call Per Lead List Count Leads Cost Per
Lead List Cost Call CostCost ead ead
MDM Tier 1 $24.00 77 1000 312 $373.45 $24,000 $92,400
MDM Tier 2 $14.50 110 1560 312 $496.00 $22,620 $132,132
MDM Tier 3 $6.00 127 2475 312 $536.58 $14,850 $152,460
MDM Tier 4 $3.00 135 2810 312 $546.75 $8,430 $162,278
Community Based $1.00 240 9350 312 $954.00 $9,350 $287,980
Traditional $0.49 210 13100 312 $828.95 $6,380 $252,175
What you need to understand: Executing teleprospecting campaigns with “cheap” data is REALLY expensive!
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Prospecting Rules that Produce Leads
Prospecting rules that produce leads
1. Sustain the calling2 Make every call count2. Make every call count3. Throw away the scripts4. Always be relevant4. Always be relevant5. Gain opt‐in email addresses6. Always follow‐up (with nurturing)
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Step 1: Sustain the calling
• Be in it for the long haul• Works best if long‐term and consistent• Develop relationships
It can take 8 ‐19 calls to reach a prospect. Many people give up on the third attempt!Source: http://www.telenetmarketing.com/news_release/pdf/16/How_Do_You_Compare__TeleNet_Marketing_Survey_Results.pdf
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Step 2: Make every call count
• Use a top‐down approach• Confirm contacts and get internal referrals• Confirm contacts and get internal referrals• Voicemail? “Zero out” • Be “in the moment” when making callsBe in the moment when making calls• Develop a fall‐back strategy
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Step 2: Make every call count
h fInfluencer
Who do you target?
Champions for your solution End user
Decision maker
Influencer
Info th
Technical buyer
Economic Buyer
Influencers for
gatherer
Champion Gate keeper
your solutionkeeper
In a complex sale, 70% of brand perception is from direct contact with a sales person.! 23
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Step 3: Throw away the scripts
• Create call guides• Strong outlines designed to• Strong outlines designed to
create conversations• Suggested areas of
discussions/questions• Flexible and assume multiple
outcomesoutcomes
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Step 3: Throw away the scripts
• What is the goal of your call?
Build your calling guide: questions to ask:
• What is the goal of your call?• What is your value proposition?• What business needs/issues do solve?/• What are three reasons your company stands out?• What are the important questions you want
answered?
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Step 4: Always be relevant
“I wanted to catch up ”
“I’m calling to touch base ”
“Are you ready to buy yet ?up… touch base… buy yet…?
This isn’t being relevant
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Step 4: Always be relevant
• How do they work?• What is their functional role?• What is their functional role?• What are their anticipated needs?• What are their priorities and challenges?What are their priorities and challenges?
“92% of B2B buyers are open to cold calls if the sales person is relevant.”!
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Step 4: Always be relevant
lLong sales cycles
Message Map Based on Role
External pressures CommoditizationFewer sales opportunities
Increase revenueImprove account penetrationIncrease sales team selling timeShorten average sales cycleBuild a predictable sales pipeline
VP sales
Improve sales effectiveness
Improve sales effectivenessHelp sales team get to executivesRamp up new sales peopleeffectiveness Ramp up new sales peopleRetain and motivate sales force
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Step 5: Gain opt‐in
First Step Second Step
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Step 6: Always follow up (with nurturing)
Nurture them, regardless of timing to buy
Lead Nurturing is a relevant and consistent dialog with viablepotential customers, regardless of their timing to buy.potential customers, regardless of their timing to buy.
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Step 6: Always Follow Up (with Nurturing)
Gather and filter relevant content based on message map
Building Your Lead Nurturing Library
• Third party articles, relevant topics, research reports• Vendor agnostic podcasts, webinars, blogs and case studies to position
sales team as a “trusted advisor”• Company specific white papers, success stories, webcasts
Lesson LearnedLesson Learned• Reuse available content before creating new content• Filter third party content for a nurturing “library” using free sources
/Google.com/alertsResource: Thought leadership for Lead Nurturinghttp://b2bleadblog.com/2005/06/using_thought_l.html
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Step 6: Always Follow Up (with Nurturing) Building Your Lead Nurturing Library
Resource: Content Ideas for Lead Nurturing http://b2bleadblog.com/2007/08/content‐ideas‐1.html
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Step 6: Always follow up (with nurturing)
To: RecipientF S d
Building your lead‐nurturing library
From: SenderSubject: Article on virtualization for executives
Bill,
I thought you might find this recent article on virtualization relevant. It provides a strategic overview that is written more for executives.
“FAQ: Detangling virtualization”// / /http://news.com.com/FAQ+Detangling+virtualization/2100‐7339_3‐6177447.html
We've been helping a number of companies decide when exactly to use virtualization and how to avoid the "all my eggs in one basket" concern that this article brings up.
Best Regards,
Use voice‐mail and e‐mail combo to follow‐up!33
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Putting the rules into action04/30/2010 ‐ Called ‐ Rory Smith ‐ Talked to DM 04/20/2010 ‐ Called ‐ Rory Smith ‐ Got voice mail 04/17/2010 ‐ Email Link Clicked ‐ Rory Smith ‐ Campaign 2010‐04‐17 04/17/2010 ‐ Email Sent ‐ Rory Smith ‐Message: How to optimize your outsourced teleprosp04/17/2010 Email Sent Rory Smith Message: How to optimize your outsourced teleprosp 04/17/2010 ‐ Email Sent ‐ Sylvie Jones ‐Message: How to optimize your outsourced teleprosp 04/17/2010 ‐ Email Sent ‐ Joel Koppelman ‐Message: How to optimize your outsourced teleprosp 04/08/2010 ‐ Called ‐ Rory Smith ‐ Talked to DM 03/26/2010 ‐ Called ‐ Rory Smith ‐ Talked to DM 03/20/2010 ‐ Called ‐ Rory Smith ‐ Talked to DM 03/20/2010 ‐ Called ‐ Rory Smith ‐ Got voice mail 03/19/2010 ‐ Touchpoint ‐ Rory Smith ‐ Inquiry ‐Web 03/13/2010 ‐ Email Link Clicked ‐ Sylvie Jones ‐ Campaign 2010‐03‐13 03/13/2010 Email Sent Sylvie Jones Message: Why cost per lead budgets fail03/13/2010 ‐ Email Sent ‐ Sylvie Jones ‐Message: Why cost‐per‐lead budgets fail 03/13/2010 ‐ Email Sent ‐ Joel Koppelman ‐Message: Why cost‐per‐lead budgets fail 02/14/2010 ‐ Email Sent ‐ Sylvie Jones ‐Message: Using the phone in your lead generation s 02/14/2010 ‐ Email Sent ‐ Joel Koppelman ‐Message: Using the phone in your lead generation s 02/07/2010 ‐ Called ‐Mitchell Codkind ‐ Got voice mail 02/04/2010 ‐ Called ‐ Kelly Henry ‐ Got voice mail 01/31/2010 ‐ Called ‐ Sylvie Jones ‐ Got voice mail 01/29/2010 ‐ Called ‐ Sylvie Jones ‐ Got voice mail 01/24/2010 ‐ Touchpoint ‐ Sylvie Jones ‐ Blog Subscription ‐ B2B Lead Generation
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Before you pick up the phone
• Who and why are you calling?• What do you know about this company?What do you know about this company?• Do they fit your ideal customer profile?• Do you have a fall‐back strategy?• How will success be measured?• Do you know what you are going to say?• Do you have a follow up email prepared?• Do you have a follow‐up email prepared?• Is your educational content ready?
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Takeaways
The human touch of lead nurturing• The phone is essential to qualify sales ready leads.
The value of data quality• Review your current investment in data quality (you often get what you pay f ) d h d t i 't hfor) and cheap data isn't very cheap.
Prospecting rules that produce leads1. Sustain the callingg2. Make every call count3. Throw away the scripts4. Always be relevant
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4. Always be relevant5. Gain opt‐in email addresses6. Always follow‐up (with nurturing)
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Thank youBrian CarrollExecutive Director, Applied ResearchMECLABS651‐255‐[email protected]
Brandon StamschrorSr. Director of Operations, Leads GroupMECLABS651‐255‐7613 [email protected]
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Next Steps and Resources
1. Please fill out the post‐webinar survey
2. View past and sign up for future webinars• B2BLeadBlog.com/webinars
3. Join the B2B Lead Roundtable LinkedIn group• B2BLeadBlog.com/Linkedin
4. Connect and share• B2BLeadBlog.comg• Twitter @B2BLeadBlog
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