Here’s a quick article to suggest some more ways to use those valuable customer stories. Ideally you would make a case study for every market sector you sell to. First, collect the details of the story and have it written up as a case study, to make a marketing document that can be used as a sales tool. Then..
Case studies for marketing
- Number one on my list has to be Content Marketing because it has become so important. There are a few different ways of doing this, but the principle is simply to display a brief version of the story on your website, and collect the email addresses of the visitors downloading the story.
- Use the customer story in a PR campaign. Interesting stories about well-known organisations and forays into new technology are very often suitable for editorial news and features.
- Email marketing – refer to the customer story in an email marketing message, and use a link to track “opens”. Many companies are now using a marketing automation system such as Hubspot to streamline this process.
- Share the case study with existing customers. A new case study is a great topic for a company newsletter or a presentation to a user group.
- A ground-breaking case study is a brilliant topic for a conference presentation.
- Do something different and present the story in other ways – for example it’s no trouble to use a smartphone to make a video for posting and sharing.
- I have seen detailed technical case studies being used very successfully for training sales people and distributors overseas.
- Why not enter a customer success story for an industry award?
- Add case studies to tender submissions to build credibility and strengthen a bid for a major contract.
- Finally, this is one to make your internal team feel connected with customers, even if they are not in customer-facing roles. Use glossy pictures of customers using your products to brighten up your offices. It’s also good to have them in reception and meeting rooms. Of course, this only works for certain kinds of products and services!
With so many ways to use a customer case study, I believe it is well worth taking the trouble to put a story together and have it written in the right style and format for your business. The first customer in a new market sector could be an ideal candidate for a case study, as their story will help to gain a foothold and build credibility in the new market area. Ideally your case study library will contain examples from every sector of your customer base. Depending upon how you plan to use your case study, you may need anything from 500 to 1,500 words of text, but the average length for a business case study is usually between 800 and 1,000 words. That’s long enough to convey a lot of detail, but still short enough to be an easy read.
Good PR and marketing should help to generate sales. They help a company to find new sales prospects, and help the sales conversion process in numerous ways. However, this can be easier in smaller technology firms than in larger businesses. In small firms, very often the same individual is responsible for directing sales and marketing, whilst in larger companies, the roles are split between large sales forces and marketing departments with a number of specialists, all working in a more complex corporate hierarchy. In technical businesses, it may also be the case that technical product management will take the lead in PR and marketing.
This means that it can be far easier to align marketing, PR and sales in a small company, and respond tactically to market events, because the strategy is simply decided by one person. In slightly larger organisations, good integration can depend on the personalities and how well the sales and marketing people are aligned as a team. The largest businesses will use formal structures and leadership to ensure that sales and marketing are working in tandem.
PR and marketing messages
A marketing plan, PR plan and sales campaign should all be geared to helping and supporting the sales effort needed to achieve a company’s financial goals, and all should be promoting the same messages about the company and its products or services.
Besides the obvious product features and USPs, your brand, reputation, credibility, track record, technical expertise, accreditations, support services and future outlook can all be factors in winning a sale in a competitive situation. This means that your PR and marketing messages should focus on those areas where they can make the greatest positive impact on sales. It can be an interesting exercise to conduct an internal workshop to brainstorm marketing messages and listen to suggestions from all parts of the business.
Targeting PR campaigns to SMEs is not easy, yet this is a market that some of my technology clients are aiming for. SMEs are the companies that typically have any number of people up to about 200.
Thinking about PR and media for this audience, it is difficult to find a media channel that reaches them all, because they include so many different kinds of companies. They could be retailers, manufacturers, service providers, professional services, or providers of food, drink or hospitality, and they have very little in common except that they are businesses that fit a certain size bracket.
I believe that to conduct a successful promotion, you need to know your customers better than this. There will be groups of customers in different sectors and some may stand out as being more attractive than others. It’s also likely that the clients in different sectors may use your products or services in varying ways, and for different reasons. So it may be helpful to break that SME sector down into vertical markets which will have their own trade media, exhibitions, newsletters and forums.
It can be a very interesting exercise to conduct a Straw Poll and see what media, magazines and websites the customers actually read, and where they would look for new suppliers. There’s a lifestyle factor too. For example, people who travel a lot by car may listen to radio, and people who travel by air may prefer to use laptops and tablet computers and of course, online news services and discussion groups that go to particular groups are great for reaching particular sectors.
Online communications are rapidly making the world feel smaller, but Marketing should still think “local”. When it comes to selling in countries where English is not the first language, sometimes it is a good idea to prepare the PR material in the local language.
You may say: “Everyone understands English, so we can promote our company in English,” and of course, often technical terms are universal worldwide. However this is a little lazy. Making the effort to communicate in the local language can make a great difference. Most editors speak English, of course, but they don’t have time to translate the material we provide. Anything that makes their life easier will help your PR campaign.
With a little effort, it is always possible to find individuals who can translate technical marketing information into other languages. There may be a small cost, but in my opinion, the cost is extremely small in the wider context of selling overseas, which usually involves a lot of expensive travelling. Translating key press releases into local languages is a simple step that every company should consider if they are serious about their exports to the regions where English is not the first language.
Recently, I found myself scanning through a catalogue of about 1,000 exhibitors, looking for companies who supply some particular products I am researching.
Writing catalogue entries is usually treated as a rushed administrative task, but could it affect the outcome you get from a tradeshow?
Many entries state that their company is “leading”. Sadly, this is meaningless corporate vanity. It’s also subjective, and editors usually remove “leading” from any edited, published PR content. Besides that, it doesn’t tell anyone what your company does.
At this particular show, a number of companies wrote that they have been in business for 40 years. Well to me, that makes you sound old fashioned if you are a technology vendor, and implies that you might still be doing things the way you did then. Although the history is interesting, I would add it as a statement at the end of the catalogue entry. I am interested in what you have achieved, and in particular what you have achieved recently – and what you have that is new at this show.
Ideally, the catalogue entry will answer the questions – who are you? what do you do? And what can you do for me? And if what you are selling is really your expertise, why not state the exact areas where you have this expertise? It’s particularly important for a newcomer to the market to get the messaging right.
I think there is often reluctance to be so specific in the description of a company’s service, in case any broader sales opportunities may be closed off. However, for most SME companies and technical companies the key to success is specialising in what you do and delivering a better product or service than the competition. If you can begin to convey this in your PR, marketing and catalogue entries, then there’s a far more compelling reason to bring people to your show stand.