Automation is a fairly young, up-and-coming concept in the marketing industry, so it is understandable that there would be misconceptions in the beginning about what it is and what it does. As we start 2016 and “marketing automation” becomes less of a buzzword and more of a mainstream strategy, Harte Hanks wants to set the record straight on the facts about marketing automation. Here are three myths that we want to clear up:
1. Marketing Automation is for Scheduling Email Batch-and-Blasts
This is by far the most common myth, and misuse, of marketing automation. Email is just ONE tactic within automation. Most enterprise marketing automation technology platforms can incorporate landing pages, social media, personalized emails, gated content, videos, pay-per-click ads, and third party apps into your campaigns.
“59 percent of companies do not fully use the technology they have available.” – Ascend2 “Marketing Technology Strategy” (August 2015)
The beauty of a marketing automation platform is its ability to respond differently depending on the contact. It can be integrated with your CRM and allow you to personalize all emails and touchpoints in a campaign based on this data. For example, a highly personalized email can be sent to a contact who has visited a certain page of your website, while simultaneously a more generic discovery email can be sent to another contact who you know little about or who has never visited your website.
Marketing automation is also much more “aware” than traditional email marketing. Automation tools are sophisticated enough to not only tell whether a customer clicked on a link in your email, but also which product-specific pages they visited after they clicked, whether they filled out a contact form, and even gather geographical and language information from them based on their IP address. Marketing automation tools can then take that user’s activity data and segment him or her into another flow of automated touchpoints (including additional emails, retargeting ads, high value content, etc.) that are specific to their interests.
2. Marketing Automation Means ‘Set It and Forget It’
While it’s true that marketing automation is great for scheduling emails and other campaign activities in advance, simply “setting and forgetting” is a sure-fire way to make sure your investment goes down the drain.
Many marketing automation tools offer robust functionality out of the box, but most are also cloud-based platforms that have new features added on a regular basis. Keeping a pulse on these updates, and participating in product improvement discussions, is important in making the most of your automation software. In fact, Eloqua will be rolling out a new UX experience this spring.
Another reason you should never “set it and forget it” is that with a healthy marketing automation program, your contact database will be continuously growing. Your customer insight will evolve as the system collects more data from your customers and their activities. And as you learn new things about your customers and their preferences, you can use that information to create more meaningful content in your campaigns.
3. Marketing Automation Stops After the Lead Converts to a Customer
Using marketing automation only for lead generation underestimates the power of the tool. As marketers, we know that the best lead source is always your previous customer. Repeat business and customer referrals will always give you the best ROI for your marketing budget. So why not make the most of that source?
“53 percent of marketers say continued communication and nurturing of their existing customers results in moderate to significant revenue impact.” (DemandMetric, Customer Marketing: Improving Customer Satisfaction & Revenue Impact, October 2014)
Luckily, marketing automation is not only a powerful lead generation tool, but it also gives you a platform to keep the conversation going with your new customer(s). When you properly sync your CRM to your automation tool, you can harness the power of segmenting by moving converted customers away from prospects into their own nurturing campaigns. These customer-specific nurturing campaigns open a two-way communication channel allowing your customer to become more engaged with your brand and to fully utilize your product or service.
For example, a customer-specific nurturing campaign can share content on best practices using your product (or service) via weekly newsletters, retargeted ads, and videos. Likewise, you can use those touchpoints to upsell products or services that complement what they’ve already bought. Automated campaigns can also be used to promote customer-only events via email invitations and trigger follow up phone calls from telemarketing or sales representatives.
You will never see the value in your marketing automation strategy if you don’t have a clear understanding of what it can accomplish. Marketing automation is more than the latest corporate buzzword. It’s a powerful marketing strategy and tool that allows companies to nurture prospects with highly personalized, useful content. It helps convert prospects into customers, and customers into brand ambassadors.
Harte Hanks is a full-service marketing agency that can support all aspects of your marketing automation program with minimal ramp up and faster go to market. Contact us for a free audit of your marketing automation programs at 1-844-233-9281.