Congrats, you gained a brand new buyer! Don’t breathe a sigh of aid simply but.
Your advertising group labored tirelessly constructing campaigns to draw prospects whereas the gross sales group spent hours pushing offers ahead. However simply since you closed a deal doesn’t imply your work is finished.
In reality, the work is simply starting. If gross sales and advertising are centered on creating a robust buyer expertise, it ought to proceed previous the prospecting and qualifying levels into the retention part. This implies you have to study to correctly assist your buyer success reps to allow them to retain and develop their accounts.
Fortunately, you don’t must guess which prospects are comfortable and which accounts have one foot out the door. G2 Purchaser Intent is probably the most highly effective intent information in the marketplace, offering you invaluable insights into your prospects’ habits.
Contemplate your purchaser’s values and see what options they’re actively researching so you’ll be able to proactively begin to nurture the account – earlier than it’s too late.
Utilizing purchaser intent information for buyer success
The aim of this playbook is that will help you leverage purchaser intent for present prospects. You’ll study:
- The position of purchaser intent in buyer success
- Easy methods to decode G2 Purchaser Intent indicators
- Methods to assist your account reps and CSMs
The position of purchaser intent in buyer success
Churn prevention and buyer retention are scorching matters on this planet of B2B SaaS, and for good motive. Retention is the important thing to success – a lot in order that growing buyer retention by simply 5% can enhance earnings by 25% to 95%.
However right here’s the difficulty: buyer retention is turning into more and more tougher. Fashionable patrons have entry to extra choices than ever earlier than. Additionally they have higher entry to sources, resembling third-party overview websites and social media chatter, that closely affect their choices. And on prime of that, at this time’s patrons have a lot greater expectations for the companies they assist.
Put merely, your prospects are untrusting. So how do you retain them comfortable?
Enter purchaser intent information. Purchaser intent refers back to the varied instruments that acquire analysis and indicators about patrons’ journeys and their buy intent. This information can then be used throughout all departments to attain particular aims, from prospecting to retention.
Gross sales and advertising groups make the most of purchaser intent information to personalize messaging and drive income. For buyer success groups, purchaser intent is a useful gizmo to assist forestall churn by offering perception into which prospects are researching product options.
Decoding your purchaser intent indicators
Purchaser intent indicators are helpful for each customer-facing and prospect-facing capabilities. Nevertheless, these indicators can have very totally different implications relying on the place somebody is of their journey.
Retention and buyer satisfaction merely can’t be ignored when coping with at this time’s patrons. In response to The Pareto Precept, 80% of your income will seemingly come from 20% of your prospects. Solely specializing in acquiring new prospects gained’t work – you’ll want to know the place your present prospects are and what they’re researching.
Sadly, you normally don’t know a buyer is churning till it’s too late. Nevertheless, G2 Purchaser Intent information tells you when your present prospects are actively researching rivals so you’ll be able to take motion and retain the account. Studying to decode G2 intent indicators is essential for buyer success groups.
Every intent sign gives helpful perception into the customer’s mindset. Under are the totally different G2 intent indicators and the way you must decipher them for buyer success.
of U.S. shoppers have left a model they have been loyal to for a competitor that higher met their wants.
G2 Profile Go to
G2 Profile Go to indicators let you understand when patrons go to G2.com and go to your profile web page. Patrons in any respect levels of the funnel (even your present prospects!) will go to your profile for an array of causes, so it’s essential to maintain your profile up-to-date and make the most of your intent information to be the most effective accomplice to your present and future prospects.
Let’s check out the way you may interpret a G2 Profile Go to coming from a present buyer.
A G2 Profile Go to from a buyer might point out:
- Your buyer is deciding whether or not to write down a overview about your product.
Sponsored Content material Go to
A Sponsored Content material Go to sign alerts you when a purchaser views your sponsored content material on a competitor profile on G2.com. These patrons are seemingly researching options – and will even be your current prospects.
A Sponsored Content material Go to sign from a buyer might imply the next:
- Your buyer is evaluating options throughout your renewal interval and might need a greater deal with on the aggressive panorama because of this.
- This might additionally point out they’ve a shortlist of suppliers they’re contemplating.
Class Go to
A Class Go to signifies a purchaser has visited your product’s class web page. In case your product is included in a number of classes, this sign will let you understand which class was considered. Potential patrons and present prospects typically go to class pages to see the place merchandise rank and/or get a really feel for the class panorama.
Class Go to indicators from a present buyer might suggest:
- Your buyer is taking a look at the place you rank inside your class for validation or preliminary exploration.
Options Go to
Options Go to indicators let you understand when a purchaser visits an Options web page for a product in your class the place you’re listed as an possibility. This isn’t a sign account reps and CS managers ought to ignore.
These indicators might be extraordinarily highly effective for anybody who works with prospects, particularly if the shopper is taking a look at a vendor’s personal Options web page. Software program patrons are inclined to come across these pages by looking ‘vendor options’ in a search engine.
Indicators for Options Visits might point out:
- The shopper might be sad with their present software program and is likely to be contemplating a change to a brand new resolution.
Comparability Go to
A Comparability Go to sign occurs when a purchaser runs a comparability between your product and as much as 4 different merchandise. This implies the customer understands the panorama and is actively trying to shortlist choices.
These indicators are helpful for all customer-facing groups to maintain a pulse on their present prospects. Comparability Go to indicators are additionally key for account managers and CSMs, particularly throughout renewal discussions.
Comparability Visits from a buyer might imply:
- A comparability towards you and competitor(s) gives intel into who may threaten your potential to resume this account.
of shoppers begin doing enterprise with a competitor following a poor buyer expertise.
5 methods to assist account reps and CSMs
At this level, you’ve begun using purchaser intent information. You realize what your prospects are doing. You’ve aligned with different departments to create a seamless expertise. Now you’ll want to create a financial institution of useful property to assist your account reps and buyer success managers.
You need to equip your buyer success group with:
- Content material that reps can distribute to assist educate or inform patrons about your product.
- Integrations to streamline processes and make information accessible by instruments your reps already use and perceive.
- Messaging reps can reference and make the most of when reaching out to prospects.
- Social proof reps can reference to affect and validate the customer’s choice.
Intent information offers you perception into the customer’s mindset however the subsequent step is to make sure your group can put that data to work.
1. Validate choices with Greatest in Software program Awards
Ensure you are persistently soliciting person critiques in your G2 profile. An energetic overview assortment technique will enhance your alternative to be highlighted in a Greatest in Software program listing.
Account managers can spotlight your product’s characteristic in a better of software program listing when following up with prospects who’re actively researching rivals. This might help reassure the shopper they’ve made the proper alternative and that you’re persevering with to show your worth to them.
2. Drive confidence with G2 Badges
G2 Belief Badges enable you to join with prospects and supply social proof so your prospects could make assured purchases. Arm your reps with entry to your chief badges from G2 to allow them to reference these property in conversations.
These property might be leveraged throughout quarterly enterprise critiques (QBR) or just positioned in e-mail signatures to subliminally encourage confidence with prospects. These actions work properly collectively by following prospects who is likely to be exploring totally different pages throughout G2, however who are usually not displaying a heavy indication of leaping ship fairly but.
of shoppers gained’t make a purchase order with no belief badge or emblem on a web site.
3. Simplify processes with integrations and levers
As talked about, it’s essential to persistently acquire critiques. Buyer success reps can make the most of varied G2 levers to simply and safely acquire critiques out of your current prospects. You can too combine G2 together with your gross sales and advertising instruments to streamline your information.
When you use an integration like LinkedIn Matched Audiences, create an viewers of shoppers who’ve been taking a look at Options pages or performing comparisons on G2. You possibly can then goal these prospects with confidence-boosting messages and content material.
You can too make the most of G2’s Gainsight integration to enhance buyer well being scores, establish at-risk accounts, and solicit your happiest prospects to go away optimistic critiques.
4. Personalize communication with robust messaging
Purchaser intent information takes the guesswork out of account renewals. It offers account reps the ability to create robust, customized messages that talk to the considerations of particular prospects and keep away from churn.
As an illustration, in case your intent information signaled an current buyer ran a comparability towards you and three different merchandise, an account rep might ship a well timed e-mail just like the one under:
Hello [First Name],
It’s been [account length] because you partnered with [Your Company]! First, I wish to thanks for being our buyer. I’ve loved working with you and am excited to proceed serving to you succeed transferring ahead.
Since renewal time is true across the nook, I needed to share some current successes with you. [Your Company] was just lately ranked [position] on G2’s Greatest in Software program listing for Gross sales!
We’re thrilled to be acknowledged as a frontrunner in our trade. [Your Company] works laborious to supply our prospects what others can not: [differentiator 1], [differentiator 2], and [differentiator 3].
I’d love to attach quickly and reply any questions and see how we will proceed that will help you meet your objectives.
This e-mail is very private and gives social proof by acknowledging your inclusion on a G2 Greatest in Software program listing. It offers you the power to elucidate how your product is totally different from the particular rivals this buyer considered. And though it calls out core aggressive differentiators, the e-mail nonetheless maintains focus in your buyer relationship.
5. Present advertising air cowl
Advertising and marketing ought to work to create high-value property for account reps to assist validate the shopper’s choice. This might take the type of instructional materials made in-house, resembling blogs and digital pamphlets. It might additionally embrace an accessible repository of third-party property, like G2 Badges or Greatest in Software program rankings.
Your advertising group can create an inventory of shoppers who’ve been lighting up intent indicators and assist craft particular messages to drive confidence and superiority in your class. Equally, you’ll be able to create easy nurture campaigns utilizing current content material to remind prospects of the plethora of sources obtainable.
Say goodbye to frequent churn
Purchaser intent information helps you to see what prospects are researching so you’ll be able to work to retain accounts and cut back churn. With G2 Purchaser Intent, you’ll be able to keep one step forward of your rivals and maintain your most dear prospects.
Get contained in the thoughts of the customer. See which prospects are actively researching rivals, so you’ve gotten an opportunity to make it proper. Study extra about G2 Purchaser Intent.