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Grow Customers for Life with Right on Interactive
Blog / All About CRM / Aug 11, 2015 / Posted by Alyson Stone / 5743

Grow Customers for Life with Right on Interactive

Today we’re very pleased to announce the launch of our integration with Right On Interactive. The app is now available in our Apps Marketplace. Right On Interactive is a Customer Lifecycle Marketing software provider.  They are focused on helping companies win, keep, and grow customers for life. The software automates the concept of Customer Lifecycle Marketing, uniquely enabling marketers to know exactly where a prospect or customer is in their relationship with a brand—from prospect to raving fan—and how best to approach them at each stage to maximize lifetime value.

Let’s Discuss the Benefits!

To move customers successfully through the journey from Lead to Brand Advocate, marketers need visibility into exactly where prospects and customers fit into the relationship with their brand. Why? With this insight, it’s easier to nurture each prospect or customer based on their needs at any stage of the lifecycle.

Maximizing lifetime value of customers is well worth the effort, as it turns out.

Existing customers are much less expensive to maintain and nurture successfully — new customers are 7x more costly. By using Right On Interactive with Pipeliner CRM, you can help customers experience more engaged relationships throughout their entire lifecycle with your company — and align with the flow of your sales team. Using Pipeliner and Right On Interactive together means that the sales process becomes twice as efficient.

The integration with Pipeliner allows a sales team to see directly within the contact record of the CRM the contact’s lifecycle stage, profile score, engagement score and activity such as email results, website visits and social media interaction.

What Each Partner Brings to the Table

Pipeliner CRM brings comprehensive sales process to teams of all sizes, including: Lead Management, Sales Forecasting, Social Selling and visual representations of the entire deal flow. The Pipeliner Selling System guides and focuses activities and helps sales teams confidently advance each sale.

Right On Interactive helps companies attract, acquire, and retain customers with a behavior-based solution that builds loyalty — with continuous engagement at every stage of the customer journey.

The advantages of creating and maintaining vibrant customer relationships throughout a well-thought-out sales process are obvious — happier clients, smoother sales, and alignment with the sales process itself — an integration to be proud of!

Want to know more about Customer Lifecycle Marketing? We’ve included Right On Interactive’s ebook, Customer Lifecycle Marketing 101, in our Reference Library. It’s free for download now.

Lori Grass, VP for Sales and Alliances at Right On Interactive, is a saleswoman with 20+ years experience. Right On Interactive enthusiastically converted from to Pipeliner CRM. Here’s her advice about using the  integration in your marketing automation strategy:

Top 3 Uses of Marketing Automation for Sales

The term “marketing automation” typically attracts a marketer who is interested in – guess what? – marketing. Do not let the name fool you though; marketing automation has many use cases for the sales team. My three favorites are:

  1. Anonymous and Identified Visitor Reports
  2. Contact Engagement Visibility
  3. Lead and Customer Scoring

#1. Anonymous and Identified Visitor Reports

Imagine waking up every morning and having a list of everyone that visited your website in the last 24 hours – with their email address, number of pages they looked at on the site, the specific page URLs and the amount of time spent on each page. That is an Identified Visitor report.

The Anonymous Visitor report does not provide quite as much detail, but is still powerful. Think about the company you have been prospecting for weeks, that has yet to return your phone calls. Now you have the visibility to see when they raise their hand with interest.

3 Best Practices For Identified and Anonymous Visitor Reports

Email the reports automatically from your MAS solution everyday at 7 am. We had a situation in which a CMO from a Fortune 15 company showed up on our identified visitor report. One of our inside sales team members reached out and was able to schedule an appointment. Six weeks later they were onboarded as a customer. We had no idea this customer had interest in us until we saw them on the identified visitor report.

Anonymous visitors. A bit more additional research is needed with this report. If you deal with CIOs, look for the CIO at ABC Company on LinkedIn. “LinkIn” with them. When they accept, respond with a non-salesy message to kick start the relationship. Input their contact information into Pipeliner.

Identified visitors. These folks took an action. They are a little warmer. If they downloaded a white paper, make a courtesy call. “Do you have any questions?” “Is there any additional information I can provide for you?”

#2. Engagement Activity Visibility

Directly in Pipeliner, sales representatives can see all engagement touch points for both prospects AND customers. Under the Contact Record in Pipeliner, the Right On Interactive interface displays the following:

  • Emails – opens, clicks, bounces, unsubscribes
  • Website – pages viewed and time on pages
  • Twitter – direct messages, follows, retweets, mentions
  • Facebook – posts, likes, and comments on a page
  • Events – online and in person
  • Forms – each unique download

3 Best Practices For Contact Engagement Visibility

Be relevant, not creepy. There is a fine line that you should not cross. Do not pick up the phone and say, “I noticed you looked at 4 pages of our website and clicked through on 3 emails.”

Do use the information to have a relevant discussion. If they looked at a new product launch email, tell them you are calling to share some information about a new product, instead of calling to “check in.”

Deal with bounced emails. Send to the sales reps in a batch list after a campaign. Create an Account in Pipeliner called No Longer There. Assign an intern to go through the list and look them up on LinkedIn and see where the Contact is working today – instant prospect!

#3. Lead and Customer Scoring

In both the Contact and Account view of Pipeliner you have the ability to see the Lifecycle stage, profile score and engagement score. Lifecycle stage shows you whether they are a lead, prospect, qualified prospect or customer. Profile score shows how good of a fit the contact or company is to become a brand loyal advocate based on demographic data. Engagement score shows how Contacts are interacting with your company and team via email behavior, sales team actions, website visits, and social media responses.

3 Best Practices for Lead and Customer Scoring

Use the integration! Take advantage of the Right On Interactive section in Pipeliner to see the Lifecycle stage, profile score, and engagement score of each Contact and Account.

Measure engagement not activity. Many sales managers focus on the number of “activities” a sales rep has generated. What is more meaningful, the sales rep that had 50 outbound activities with no inbound engagement or the rep that had 25 outbound activities with 30 inbound engagement touches?

Prioritize sales efforts. When a sales rep has a large database, use profile and engagement scoring to provide a stack-ranked list of the best prospects and customers that are positioned to buy more from you.

By teaming up with Pipeliner CRM, we are helping bring comprehensive sales processes to teams of all sizes.  Get your free trial of Pipeliner CRM now.

About Author

A wordsmith all her life, Alyson is typing as fast as she can.

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