1 MARKETING ROCKSTAR S Guide to Marketo Learn How to Use Marketo Effectively from Day 1 JOSH HILL
2 Marketing Rockstar s Guide to Marketo P a g e 1 Sales Insight Training for Sales Note: this section is for Salespeople. You may purchase additional copies for your MSI Training Day. How Do I Make Money from this? Sales reps will ask this question before they tune MSI out. Salespeople want to focus on sales and not spend time on new systems. Great sales reps, however, will spend time preparing for calls using the best intelligence they can. Sales Insight is their intelligence tool. Sales Insight provides more visibility into the behaviors of people on your Site, your s, and your Events. Certain behaviors indicate the Lead is starting, engaging, or closing the Buying Process. Use the information MSI provides to help prepare for Sales calls: Adding the Sales Insight Tab Ask better questions. Ask relevant questions earlier to demonstrate understanding of their needs. Know when to call. Know when not to call. Spot potential RFP activity early using Activity, Anonymous Web Activity. Use Anonymous Web Activity to prospect and call Leads before our competitors. If you don t see it already, you will need to add the Marketo Tab to your Salesforce tabs at the top of the screen. You must do this to see all the great tools Marketo Sales Insight (MSI) offers.
3 Marketing Rockstar s Guide to Marketo P a g e 2 Step 1: Go to the Plus Sign in Salesforce Step 2: Select the Marketo tab to the Selected Tabs box Watch out! There are sometimes 3 Marketo tab options. You want the one that just says Marketo.
4 Marketing Rockstar s Guide to Marketo P a g e 3 Sales Insight on Lead Records: Knowledge is Revenue Marketo and MSI add tremendous detail about a Lead s activity and show this data directly on the Salesforce record. The data is shown for Leads and for Contacts. Sometimes this data also appears on Account and Opportunity records depending on your system s setup. This is valuable data on how your Lead is engaging with your firm and your firm s website. For instance, you can see which pages a Lead is visiting. Is it a product page? A webinar? The Career page? Did they already see a demo or have they been missing for the last 6 months? With Marketo you know before you call so you can focus the discussion quickly. Marketo Sales Insight record section has four tabs: Tab What is this? What it Means for Sales Interesting Moments Key events in the person's marketing history like watching a demo. These details tell you what Forms, White Papers, Webinars, and Special Web Pages the Lead visited. Know why you re calling.
5 Marketing Rockstar s Guide to Marketo P a g e 4 Tab What is this? What it Means for Sales Web Activity Web pages visited with timestamp and search terms used. What is the lead searching for? Can you add to the conversation? Score The complete scoring history for this person. Scoring helps you prioritize Leads for Contact. The tab shows why and how Opens and clicks for all s sent through Marketo. the Score changed. Marketing and Marketo history shows how the Lead reacted to our s. Sent-nothing. Opened: we know they may have read it. Clicked: they were motivated to come to our site. Best Practice: Interesting Moments provide the most detail on actions taken by the Lead. Activity History You may already be familiar with the Activity and Tasks in Salesforce. Marketo may also attach Activities here as well. If your Marketo is setup to do so, you may find Activity History helps you track the kinds of s Marketing has been sending out. Activity Name What is this? What it Means for Sales Sent System or Person sent an . A reminder of the kinds of s being sent by Marketing Opened Lead Opened an Not all clients will report this. Clicked Link Lead clicked on a link High engagement. Sent Sales Lead was Sent an via Sales Insight. An automatic note of what you sent the Lead. Opened Sales The Lead opened your Sales Success! They ve paid attention to you. Now what?
6 Marketing Rockstar s Guide to Marketo P a g e 5 Interesting Moments These are setup by Marketo to automatically inform you of specific actions indicative of a possible buyer. Your team will tell you more about your firm s specific Interesting Moments. In the meantime, here are a few common scenarios. Interesting Moments What is this? What it Means for Sales Fills Out Form The lead filled out any form on our site. The lead is engaging to learn more about something. The Form Name and Web Page will be included for you.
7 Marketing Rockstar s Guide to Marketo P a g e 6 Interesting Moments What is this? What it Means for Sales Viewed IT Recorded Demo Lead filled out the Demo request form and viewed the Demo page. Lead is looking at our solution and may be more engaged. Heavy recent Web Activity If the Lead was on 7 or more pages in a 7 day period, this will appear. Perhaps the lead is actively reviewing our content and products. A list should appear under Web Activity. Opened Sales The Lead Opened an we sent The Lead may be engaged. Submitted Web Contact Inquiry them. Lead sent an inquiry via the main Contact Us page. Usually a more engaged lead looking for an RFP. Leads posted via Marketing. Unsubscribed Lead has opted out of all s. This is a negative engagement where we can no longer them. Web Activity This is a list of web pages, which the Lead visited, including the Date and the previous Page or Search Terms used. Displays important web pages visited by the Lead. Usually these are Demo, Pricing, or Trial pages.
8 Marketing Rockstar s Guide to Marketo P a g e 7 Lead Score Sales and Marketing likely worked together to create a ranking system to help you focus on the Leads most ready to buy. Lead Scores appear in a number of places on a record in Salesforce. You may see a Lead Score field with a number like 83, Stars, Flames, and more. The Lead Score tab in the Marketo section is a bit different because it shows you more. Lead Scoring history: what caused the change in score? This information can help too. Flames: this lead is HOT if their score went up rapidly. Stars: this lead is in your target market vs. other leads. Take a look at the Priority field, at the top of the Marketo Sales Insight section. Priority of a lead is based on Lead Score a measure of the person's interest in our offers; the higher the lead score, the more likely this person is interested in our products. Priority is represented by a combination of flames and can be viewed for each lead or contact. This information can help you size up and prioritize leads and contacts. Here s how it works: Flames represent urgency big, recent jumps in score. Multiple flames mean that this lead is hot; you should call this contact right away. Fewer flames represent that this lead has shown a lower level of interest lately. Stars represent relative score how this individual s lead score compares to other leads. Three stars represents that this lead has shown a higher level of interest in our services compared to a lead with one star.
9 Marketing Rockstar s Guide to Marketo P a g e 8 The two scores combine to make a Priority, and you'll see this field on all leads and contacts. Use it to quickly size up leads and contacts so you can pick whom to target. What sort of communications have we sent? If the Lead Opened or Clicked on an , that indicates a higher level of engagement for that topic. Be sure to note the s or topics that appear to be relevant. Craft your call, , or conversation to discuss those topics.
10 Marketing Rockstar s Guide to Marketo P a g e 9 Sales Insight also resides within each main record type to provide details to help you sell, including Leads, Contacts, Accounts, and Opportunities. Sales Insight looks similar on each record.
11 Marketing Rockstar s Guide to Marketo P a g e 10 The Marketo Tab This is the Salesperson s dream dashboard all the lead information in one place, prioritized, and easily monitored. This tab covers your territory or owned leads in one spot, rather than having to look at lead after lead. Marketo Dash What is this? What it Means for Sales My Best Bets My Watch List Web Activity Anonymous Web Activity My Lead Feed (RSS) (if enabled) Your top priority leads sorted by relative score and urgency. Leads you've bookmarked for quick viewing. Best Bets and Watch List people who visited your company's website. People who visited your website but didn't provide contact information. Track Marketo s sent to your leads and contacts. The most recent Interesting Moments done by your leads and contacts. To get to the Marketo dashboard, click on the Marketo tab in Salesforce. My Best Bets RECOMMENDED! Marketo flags high scoring and urgent leads based on their activity and engagement with us. Show the last interesting moments and scores for Leads you are monitoring. For instance, call a Lead right after they download a key whitepaper you know is an indicator to buy. See a list of recent activity for Leads you own. Monitor activity of companies on our site. Use this to call stale leads at that company if there is a change in their visits to our site. See if a Lead Opened or Clicked on an you sent via Marketo. Then call or follow up appropriately. Updated feed of your owned Leads. You can subscribe to a specific Lead s feed or the whole Feed and have it on Google Reader when on the go. Use it to monitor targets and make a call at the right moment. Using the Best Bets section on a daily basis will help you prioritize and monitor leads that are more engaged than others. Engaged leads are more likely to go through the sales process, which leads to Won Opportunities, which leads to closed sales.
12 Marketing Rockstar s Guide to Marketo P a g e 11 This is a Lead View using Marketo information to help you prioritize high scoring, urgent leads. Marketo will sort these automatically by Priority and Urgency.
13 Marketing Rockstar s Guide to Marketo P a g e 12 My Watch List This is your personal lead watch list that you created by adding Leads to Watch. Use it to monitor Leads for certain kinds of activity. E.g.: If they are heavy website users, call them to help. If they download certain papers or attend a webinar, follow up.
14 Marketing Rockstar s Guide to Marketo P a g e 13 Web Activity Monitor the pages and visits of Leads so you know what they are thinking about.
15 Marketing Rockstar s Guide to Marketo P a g e 14 Anonymous Web Activity This tab shows you which firms in your territory are visiting our website. It tells you the Page Views, Company Name, Last Visit. For each firm, you can then click on the Jigsaw or LinkedIn button to do more research. How is this helpful?
16 Marketing Rockstar s Guide to Marketo P a g e 15 My Anonymous web activity means that Marketo does not know about a specific person visiting the site. For instance, if you are working with Purina, and you see a lot of anonymous activity, you can infer that your contact s colleagues are curious about the project. For firms you want to target, but have stale (or no) leads, renewed activity on our site may indicate an upcoming change in vendor or people. Call anyone you know there to learn what s going on. Be careful: this is not perfect and you may see internet providers listed if the firm s servers do not allow reverse DNS lookup. If you have questions, please ask Marketing. This tab shows you all of the you sent under your name. It can be a useful record of what you ve already sent people or to find certain kinds of . Your history will also show you the level of engagement for types of as well as specific Leads. If certain people are opening and clicking on your s, that s great! Try to replicate that across other Leads. Avoid re-sending s or using s which do not seem to be opened or clicked in.
17 Marketing Rockstar s Guide to Marketo P a g e 16 Lead Feed The Lead Feed column on the right side of your screen is a list of recent Interesting Moments or changes to your lead. This is useful for monitoring changes to leads you own. You can Subscribe to this entire feed using RSS and attach it to Google Reader. This can be a fast way to monitor events when on the road. You can also subscribe to Alerts for a Single lead using the Subscribe link under the lead name. When you subscribe to alerts, a dialog box asks you if this is the right kind of alert. Be sure to select an address that you check. Actions You Can Take Sales Insight can help you take action immediately when you see what s going on. Actions What is this? What it Means for Sales Add/Remove to Watch List Watch or un-watch this lead in your Sales Insight dashboard. RECOMMENDED! Watch a key lead via RSS on the Marketo Send Marketo View in Marketo Send a personalized, marketingprovided to this lead. See this lead as it appears in Marketo (read-only). Dashboard (Marketo Tab). Send them a template directly from your address. You can modify as needed. See their complete history from both SFDC and Marketo.
18 Marketing Rockstar s Guide to Marketo P a g e 17 Actions What is this? What it Means for Sales Add to Marketo Campaign Add a Lead to a pre-set series of s or ask Marketing to suspend s to this person. If Marketing has enabled it, they will tell you about pre-set nurturing s or actions you can take. Send Marketo The best way to send a single to a Lead or Contact is via Marketo. If you send s via Marketo, then you can track whether or not someone Opened or Clicked in the . That way you will know if your was successful in helping you get to the next sales stage. It s easy to send your Lead or Contact an directly from Salesforce. Step 1: Go to a Lead or Contact Step 2: Press Send Marketo .
19 Marketing Rockstar s Guide to Marketo P a g e 18 Step 3: Select a Template to Send Marketing will make certain s available to you. Feel free to edit them to create a more personal message. Add to Watch List Add someone to your Watch List and it will appear in your Marketo Tab feed. The Watch List is a great way to sort and prioritize leads you want to monitor for key indicators of their buying interest. Add to Marketo Campaign Allows you to send this lead to an automatic program. The programs are setup by Marketing. Common programs include: Marketing Suspend for 2 Weeks: is that deal on the cusp of closing? Tell Marketing to stop sending those s out while you handle things. It s automatic, hidden, and polite. Add to Nurturing Campaign for Product A: maybe you met the Lead at a show and want them to start receiving a series of s about their interest in Product A.
20 Marketing Rockstar s Guide to Marketo P a g e 19 Remove from Nurturing Campaign fro Product B: tell Marketing to stop sending them Product B s.
21 Marketing Rockstar s Guide to Marketo P a g e 20 View in Marketo This action shows you the Lead Detail View from Marketo including all the juicy details from both SFDC and Marketo. (Sales Insight users can only view the details they cannot change a record this way).
22 Marketing Rockstar s Guide to Marketo P a g e 21 Sending Out Mass s A common question is How do I send out a great Marketo to a bunch of people? The answer is easy! You can do this in a similar way to how you used to do this with Salesforce. Step 1: In Salesforce, click on the Lead or Contact tab. This will bring up the Lead View. Step 2: Choose a Lead View Step 3: Select on or more records to Send an to Step 4: Press one of the Marketo buttons. Step 5: Choose the or Campaign to Send You can Send to 1 person or up to 200 (may depend on browser). Some of the s that will be available to you include Whitepapers Upcoming webinars On-demand webinars Review the campaign timelines doc Look for chatter updates
23 Marketing Rockstar s Guide to Marketo P a g e 22 Other Helpful Information in Salesforce In addition to the behavioral details that Marketo provides, similar data is also directly in Salesforce. Each Contact and Lead record can show you these details at the bottom of the page or by placing your mouse over the links at the top of the record. Campaign History & Member Status This area provides details on Events, Webinars, Trade Shows, and certain campaigns, which we use to engage our target audience. You can use this detail as part of your follow up or to know their original sources. Marketing relies heavily on this data to manage campaigns, report on successes, etc. Sales people can use it to better understand how the firm is communicating with the Lead.
24 Marketing Rockstar s Guide to Marketo P a g e 23 Activity History These Activities may be Meetings, Tasks, or Automatic activities. They provide insight into who has engaged the Lead previously and what other s they may have been Sent. Internet Sources While more often used by Marketing and reports, the original internet details of a lead can be interesting. You can use this detail to understand what pages, web forms, or activities the Lead came in from originally. Using this detail can help you decide how to approach your call. Lead Source Shows the origin of the Lead: was it from a Trade Show? Roadshow? Inbound Call? Cold Call Out? This information may help Sales understand the first contact you had.
25 Marketing Rockstar s Guide to Marketo P a g e 24 Lead Status Where is the Lead right now? Has someone already called? Did it just come in? Is it Junk? Original Source Info This may tell you about the search engine used or the referring website before the lead found your firm. Sometimes Marketing will place helpful detail here about their promotions. Original Search Phrase Lead History If the Lead found you via a search engine, then you may be able to see the keywords they used to find you. Sometimes those keywords will be helpful in focusing the conversation to what the Lead actually wants. The bottom of each page contains Activity History, Open Activities, Notes, HTML s (from Salesforce), Campaign History, and the Lead History. Lead History tracks specific actions taken on the Record. You can see who created it and who has moved it around. This information is occasionally useful for internal discussions. Happy Selling!
26 Marketing Rockstar s Guide to Marketo The Marketing Rockstar s Guide to Marketo is the marketer s guide for a highly successful Marketo marketing automation system. Marketo is a fun system for a serious purpose: to help marketers bring money to the table. This Guide leads new Marketo users on the journey from old ways of interruption marketing to new inbound and demand generation techniques. Marketo Certified Expert and Champion, Josh Hill, wrote the Marketing Rockstar s Guide to Marketo to answer critical questions for everyday marketing situations such as, How do I use Marketo to do... or How can I track Inside, Josh details Marketo secrets, organizes useful documentation, and brings in other experts from the Marketo world to help you bring in leads with Marketo on your very first day. ABOUT THE AUTHOR Josh Hill is a Marketo Certified Expert and Marketo Champion since 2012 and a user since October He is an experienced sales and marketing professional with 17 years of service in technology, customer service, website development, businessto-business sales, and marketing. Josh guides marketers through the new Revenue Performance Management world. Josh is Vice President of Marketing at Alacra, a financial information provider, where he is responsible for demand generation, marketing automation, branding, and e-commerce. You can find Josh on the Marketo Community or his marketing blog. MarketingRockstarGuides.com
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