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Page 1 © 2014 Marketo, Inc. #MKTGNATION14
Marketo Secret Sauce: Modern Marketing Case StudyJon Miller
VP and Co-Founder, Marketo
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Page 2 © 2014 Marketo, Inc. #MKTGNATION14
What Is The Marketo Secret Sauce?• A detailed case study of how Marketo
drives our own business• Covers content marketing, lead generation,
marketing automation, analytics and more• Focuses on “lead generation” but also has
insights for consumer-oriented companies• Illustrates an example of one company
doing it right – meant to inspire and educate
• Not a commercial for Marketo!
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Page 3 © 2014 Marketo, Inc. #MKTGNATION14
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Page 4 © 2014 Marketo, Inc. #MKTGNATION14
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Page 5 © 2014 Marketo, Inc. #MKTGNATION14
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Page 6 © 2014 Marketo, Inc. #MKTGNATION14
INFORMATION SCARCITY
WE USED TO LIVE IN A WORLD OF
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Page 7 © 2014 Marketo, Inc. #MKTGNATION14
ABUNDANCEINFORMATION
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Page 8 © 2014 Marketo, Inc. #MKTGNATION14
Source: The Corporate Executive Board Company, “The Digital Evolution in B2B Marketing,” 2012.
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Page 9 © 2014 Marketo, Inc. #MKTGNATION14
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Marketo’s Revenue Cycle
TOFU MOFU
Opportunity CustomerLead
Sale
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ad
Nurturing Database
BOFU
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Page 10 © 2014 Marketo, Inc. #MKTGNATION14
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Marketo’s Revenue Cycle
Opportunity CustomerLead
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Nurturing Database
Exposed to us via content, brand, or word of mouth
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Page 11 © 2014 Marketo, Inc. #MKTGNATION14
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Marketo’s Revenue Cycle
Opportunity CustomerLead
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Nurturing Database
Feels a relationship and trust with us
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Page 12 © 2014 Marketo, Inc. #MKTGNATION14
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Marketo’s Revenue Cycle
Opportunity CustomerLead
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Nurturing Database
Names are just names.
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Page 13 © 2014 Marketo, Inc. #MKTGNATION14
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Marketo’s Revenue Cycle
Opportunity CustomerLead
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Nurturing Database
Meaningful interaction with us
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Page 14 © 2014 Marketo, Inc. #MKTGNATION14
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Marketo’s Revenue Cycle
Opportunity CustomerLead
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Nurturing Database
Nurture until ready for next step
Qualified potential customer
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Page 15 © 2014 Marketo, Inc. #MKTGNATION14
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Marketo’s Revenue Cycle
Opportunity CustomerLead
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Nurturing Database
Marketing qualified lead (score > 100) – Sales Development Rep (SDR) reach-out
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Page 16 © 2014 Marketo, Inc. #MKTGNATION14
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Marketo’s Revenue Cycle
Opportunity CustomerLead
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Nurturing Database
Qualified as sales-ready by SDR
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Page 17 © 2014 Marketo, Inc. #MKTGNATION14
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Marketo’s Revenue Cycle
Opportunity CustomerLead
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Nurturing Database
Accepted and actively worked by sales:marketing quota attainment
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Page 18 © 2014 Marketo, Inc. #MKTGNATION14
Awareness and Top of Funnel
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Page 19 © 2014 Marketo, Inc. #MKTGNATION14
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Page 20 © 2014 Marketo, Inc. #MKTGNATION14
Blog, e-books, research data, funny videos, curated lists, infographics, webinars
NO
YES
MOSTLYNO
Thought leadership and enjoyable content to build brand, awareness, and desire
Tools that help buyers find you when they are looking for solutions
Company-specific information to help evaluate and reaffirm selection
Buying guides, RFP templates, ROI calculators, definitive guides, analyst reports
Pricing, demos, services information, 3rd party reviews, customer case studies
Gated?Early Stage
Middle Stage
Late Stage
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Page 21 © 2014 Marketo, Inc. #MKTGNATION14
Source: Marketo data, Marketo Revenue Cycle Analytics. Does not include all sources.
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Page 22 © 2014 Marketo, Inc. #MKTGNATION14
Source: Marketo data, Marketo Revenue Cycle Analytics. Does not include all sources.
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Page 23 © 2014 Marketo, Inc. #MKTGNATION14
Source: Marketo data, Marketo Revenue Cycle Analytics. Does not include all sources.
Inbound creates the best leads by far: high conversion, high velocity…
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Page 24 © 2014 Marketo, Inc. #MKTGNATION14
Source: Marketo data, Marketo Revenue Cycle Analytics. Does not include all sources.
…but just creating more content won’t scale inbound – need to convert
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Page 25 © 2014 Marketo, Inc. #MKTGNATION14
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Page 26 © 2014 Marketo, Inc. #MKTGNATION14
For visitors in B2C industries
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Page 27 © 2014 Marketo, Inc. #MKTGNATION14
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Page 28 © 2014 Marketo, Inc. #MKTGNATION14
For companies using competitive solutions
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Page 29 © 2014 Marketo, Inc. #MKTGNATION14
Source: Marketo data, Marketo Revenue Cycle Analytics. Does not include all sources.
But we also use a Portfolio of programs
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Page 30 © 2014 Marketo, Inc. #MKTGNATION14
JUNEDATE:
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Page 31 © 2014 Marketo, Inc. #MKTGNATION14
Middle of the Funnel
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Page 32 © 2014 Marketo, Inc. #MKTGNATION14
Sales doesn’t want
names – they want
“Win Ready” leads
@jonmiller
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Page 33 © 2014 Marketo, Inc. #MKTGNATION14
Sales Ready
Source: RainToday
25%
50%
25%
2%
Need More Nurturing
Disqualified
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Page 34 © 2014 Marketo, Inc. #MKTGNATION14
Source: Marketo data, Marketo Revenue Cycle Analytics. Does not include all sources.
Average days to Opportunity: 327 days
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Page 35 © 2014 Marketo, Inc. #MKTGNATION14
Nurturing: Building durable relationships with prospects and customers
over time through engaging conversations
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Page 36 © 2014 Marketo, Inc. #MKTGNATION14
What isn’t an engaging conversation?
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What Is
Engagement Marketing?• As individuals
• Based on what they do
• Continuously over time
• Wherever they are
• Directed towards a goal
• With measurable impact
• At speed of digital
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Page 38 © 2014 Marketo, Inc. #MKTGNATION14
A
B
C
D
1 23
Stages
1. BUYING STAGES• Early: Be a Better Marketer• Mid: Why Marketing Automation• Late: Why Marketo• Customer: Success
2. BUYING PROFILES• B2B Marketing• Consumer Marketing• Sales
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Page 39 © 2014 Marketo, Inc. #MKTGNATION14
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Page 40 © 2014 Marketo, Inc. #MKTGNATION14
Dynamic Content
Industry, Geography, Company Size, Customer
vs. Prospect, etc.
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Page 41 © 2014 Marketo, Inc. #MKTGNATION14
Behavioral Targeting for Maximum Relevance: Topic of Interest Triggers
• Attends event• Downloads content• Click email• Fills out form• Score is changed
Social
Content
Technology
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Page 42 © 2014 Marketo, Inc. #MKTGNATION14
Standard Nurture Triggered Interests Lift
Open % 21.7% Open % 34.0% 57%
Click to Open % 23.4% Click to Open % 37.1% 59%
Click % 5.1% Click % 12.6% 147%
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Page 43 © 2014 Marketo, Inc. #MKTGNATION14
Scoring and Lead Management
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Page 44 © 2014 Marketo, Inc. #MKTGNATION14
Scoring Defined
Fit Interest Buying Stage
“Methodology for ranking leads and customers in order to determine their readiness to buy”
Nurture DisqualifyNurturePass to Sales Pass to Sales
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Page 45 © 2014 Marketo, Inc. #MKTGNATION14
Short (5)Conversion: 13.4%Cost per: $31.24
Medium (7)Conversion: 12.0%Cost per: $34.94
Long (9)Conversion: 10.0%Cost per: $41.90
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Page 46 © 2014 Marketo, Inc. #MKTGNATION14
• Early stage content +3• Attend webinar: +5• Visit any webpage /
blog : +1• Visit careers pages: -10• Decay inactivity:
-1, -5, -10
Latent Behaviors (Engagement)
• Pricing pages: +10 • Watch demos:
• +5 overview • +10 detailed
• Mid-stage content +8• Late-stage content +12• Searches for branded
keyword “Marketo” +8
Active Behaviors(Buying Intent)
Get The “Definitive Guide to Lead Scoring”http://marketo.com/DG2LS
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Page 47 © 2014 Marketo, Inc. #MKTGNATION14
Engagement & Intent
One Way to Identify Marketing Qualified Leads
A Lead Lead Lead
B Lead Lead
C Lead
D4 3 2 1
Fit
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Page 48 © 2014 Marketo, Inc. #MKTGNATION14
Stars and Flames show priority
Full list of Interesting Moments
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Page 49 © 2014 Marketo, Inc. #MKTGNATION14
No Lead Left Behind: Service Level Agreements
Day 0 Notification
Day 1 If untouched, reminder
Day 2 If untouched, reminder cc boss
Day 3 If untouched, alert executives
Day 7 If stale, reminder
Day 8 If stale, reminder cc boss
Day 9 If stale, alert executives
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Page 50 © 2014 Marketo, Inc. #MKTGNATION14
Customer Lifecycle
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Nurturing Database
Retain
Advocate
Enable Adopt
Drive customer success to keep and grow relationships
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Page 52 © 2014 Marketo, Inc. #MKTGNATION14
BUYEVALUATELEARNENGAGE
Different Goals for Different Stages
TRUSTENJOYBUY ADVOCATE
RENEWVALUEUSEOWN
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Page 53 © 2014 Marketo, Inc. #MKTGNATION14
Customer Nurture Streams
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Page 54 © 2014 Marketo, Inc. #MKTGNATION14
X-S Scoring Based on Product Interest (PIS)
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Page 55 © 2014 Marketo, Inc. #MKTGNATION14
Revenue Analytics
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Page 58 © 2014 Marketo, Inc. #MKTGNATION14
Why Measuring Return is Hard
• Multiple touches. Seven touches needed to convert a cold lead into a sale
• Multiple influencers. Typical buying committee has 5-21 people
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Page 59 © 2014 Marketo, Inc. #MKTGNATION14
Track All Touches Across People
Screenshot: Marketo Revenue Cycle Analytics
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Page 60 © 2014 Marketo, Inc. #MKTGNATION14
Track All Touches Across People
Screenshot: Marketo Revenue Cycle Analytics
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Page 61 © 2014 Marketo, Inc. #MKTGNATION14
Example: Multi-Touch Attribution
A deal worth $100,000 recently closed. Three people were involved in the deal:
• Person A attended Seminar A and Trade Show B• Person B attended Trade Show B• Person C was sent Direct Mail C
$100,000 Revenue
$25,000 $25,000 $25,000 $25,000
Seminar A$25,000
Tradeshow B$50,000
Direct Mail C$25,000
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Page 62 © 2014 Marketo, Inc. #MKTGNATION14
Source: Marketo Revenue Cycle Analytics, Apr 2014* Percentage of all programs in channel that achieve MT Ratio > 5
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Page 63 © 2014 Marketo, Inc. #MKTGNATION14
Source: Marketo Revenue Cycle Analytics, Apr 2014* Percentage of all programs in channel that achieve MT Ratio > 5
Inbound + Nurture = 58% of (MT) PipelinePaid Programs = 42% of (MT) Pipeline
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Page 64 © 2014 Marketo, Inc. #MKTGNATION14
Source: Marketo Revenue Cycle Analytics, Apr 2014* Percentage of all programs in channel that achieve MT Ratio > 5
(MT) Ratio = Pipeline / Investment
>10 is Great and <5 is FailSponsored Email = 12.8, Tradeshow =
10.6, PPC = 13.0, Webinars = 25.4, Field Events = 6.6, Content
Syndication 7.7
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Page 65 © 2014 Marketo, Inc. #MKTGNATION14
Source: Marketo Revenue Cycle Analytics, Apr 2014* Percentage of all programs in channel that achieve MT Ratio > 5
% Programs with MT Ratio > 5e.g. Tradeshow has good average
but 49% programs “fail”
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Nam
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Marketo’s Revenue Cycle
TOFU MOFU
Opportunity CustomerLead
Sale
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Nurturing Database
BOFU
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Page 67 © 2014 Marketo, Inc. #MKTGNATION14
Revenue Cycle Modeler
Screenshot: Marketo Revenue Cycle Analytics
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Filter/Drill into data, e.g. by Program Type, Business Unit, Geography, etc.
Key topic areas:• Balance (Reach)• Flow• Conversion• Velocity Trends over time
Screenshot: Marketo Revenue Cycle Analytics
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Use Metrics to Set & Justify Budgets
New Targets
60,000
InventoryOf ActiveTargets
131,000
New MQLsScore>100
23,00015.3%
Inventory of Active MQLs
10.5% 20,000
New Opps*
1,000 6 Month Created Opp Inv.
2,000
270
*Opps is bigger than SQLs because includes outbound and partner referrals
SDR capacity driven
Inb
ou
nd
/ P
rog
ram
s
120,000(900K DB Total)
New Names
New SQLs
922
2.4%
1.9%
75%
Win
s35% win
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Tweetable Takeaways
1.The way buyers buy has changed forever – the way we market and sell must change as well
2.Define the stages of the revenue cycle cycle, in alignment with sales
3.Most leads are not “sales ready” – nurture relationships over time, use online body language to score leads
4.Use analytics to turn marketing from a cost center into a revenue driver
5.Think big, start small, move quickly
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