Winning new customers is hard work. Keeping them long-term is equally challenging. A lot of time, energy and resources go into maintaining happy customers, but the journey doesn’t have to stop when your buyer changes their company or role.
At UserGems, we've seen 20-30% of people change their jobs every year, across industries and across job functions. This applies to your customers, product users, leads, etc. That means at least 20% of your customers are already at new companies (and 20% more will change in the next year) who are more likely to buy your product again.
Why does this matter to demand generation?
- Continuous flow of leads with high buying intent: Your previous customers already know your product so they're more likely to buy again and buy quicker.
- Hit your revenue contribution target: New executives spend 70% of the budget in their first 100 days. That's why you want to be top-of-mind during that buying window.
- Keep your email database marketable: 33% of your database goes stale every year because of people changing jobs.
Below are four ways you can leverage UserGems "job changer" data to grow your pipeline and revenue.
Before we get into the tactics, here's a quick description about UserGems so you know the types of data that would be available.
What Is UserGems?
UserGems turns job changes into leads:
- When your customers change their jobs: UserGems creates a new lead in your CRM, provides their new contact information and enriches the new account information.
- When there are new prospects in your target accounts: UserGems monitors your target accounts and surfaces any new prospects that match your target persona every month.
With UserGems, you'll reach and nurture the buyers -- with personalized and timely content and campaigns -- when they've just entered the buying cycle, shaping their evaluation criteria in your favor.
Use Case 1: Direct Mails
Select the UserGems leads that are in your target accounts to receive a direct mail along with a personalized note. This process can be automated with software like Alyce, Sendoso, PFL or simply ask an intern to help.
We keep hearing over and over that direct mails -- paired with a timely email outreach -- produce the highest conversion rate, especially if they're sent to the previous customers.
Some tips about direct mails during Covid-19:
- Home address instead of office: Direct mails are still possible during the Covid-19 time, but you team would need to ask the prospects for their home addresses and if they're comfortable with sharing that information.
- Strive to be different: We've seen great responses when gifts are more creative and thoughtful, e.g. sending donuts and coffee to the team before the end of month or quarter if the buyer is a sales/marketing leader, donating to a local school or a non-profit on the prospect's behalf (check out DonorsChoose.org)
- Mid-level prospects might be more responsive: Depending on your ICP but a standard direct mail would not get you a meeting with an SVP or above. They often have boxes of swags from vendors. You'd have a better chance with something more personalized and thoughtful (point #2 above)
Use Case 2: Email Campaign (or Sales Outreach)
Complementing your direct mails (use case 1) with automated-but-personalized email nurturing to re-engage with the previous customers.
You can simply sync the new batch of UserGems leads every month to your marketing automation for email nurturing. Since this audience is already familiar with your brand and product, the tone should be more personal and less promotional.
Our lead-to-opp conversion rate for UserGems campaigns is 3X our average campaigns. - a customer in a mid-market MarTech company
For every lead, UserGems also links to the prospect’s previous information (e.g. previous account, previous title, and any information that’s captured in your CRM). This information can then be automatically applied to your email templates for a more personalized messaging.
Here's an example:
- Peer-to-peer email: The first email should be sent "from" someone in a similar role as the recipient, e.g. your CFO (or VP of Finance) to the Finance persona, or your VP of Customer Success.
- Segment by persona: If your company targets multiple personas (e.g. CFO, CIO, CHRO) it would be best to segment the former champions into persona-based nurture tracks with relevant content.
- Leverage existing content: A lot of your existing content and nurture program can be used here as well. Don't reinvent the wheel if you don't have to.
Use Case 3: Targeted Ads
To stay top of mind and convert, marketing needs to be omni channel.
In addition to emails, you should also upload UserGems leads to create target audiences for social ads and retargeting. Depending on your audience size, we highly recommend segmenting the leads, e.g. based on job roles or industry, to offer more relevant content. However, be cognizant of your ad copy to avoid coming off too invasive (read, stalkish).
- LinkedIn requires at least 310 contacts identified to create a custom audience. And the great news is, LinkedIn's match rate (from work email addresses to LinkedIn profiles) is now more than 90%, which means you can target almost everyone you're emailing with LinkedIn ads.
- You can then retarget these prospects on Facebook/Instagram/Twitter/Youtube. You can ALSO use a data vendor (such as SayPrimer) to find personal email addresses of these prospects and create a custom audience for these channels.
Use Case 4: Account Based Everything
Orchestrating alignment between sales and marketing is critical for an ABM's success but many organizations are still struggling with. Often time, marketing team advertises to one account while sales team goes after another.
UserGems provides two buying-intent signals to help both teams align on the ABM account list:
- if any of your accounts has a previous buyer, or
- recently hired a new executive that matches your persona
Sales reps know that these are the top 2 buying triggers so they are more likely bought in. We also provide prospects' email addresses and an easy way for sales reps to add them to sequences, ensuring that your sales team go after the right prospects and the right accounts.
To recap, the four ways that you can generate demand when buyers change jobs to new companies:
- Direct Mails
- Email Nurture/ Outreach
- Targeted Ads
- Account Based Everything
Because buyers frequently change their jobs, they are a reliable lead source with high propensity to buy -- especially if they are also your past customers.
Photo by Campaign Creators on Unsplash