8 outcomes your customer nurture campaign should yield

Marketing to your existing Customer Base is critical. It’s probably the most important Marketing Campaign you should create early. Here’s a quick overview of what you should optimize for, how to build your program and what to watch out for.

Customer Nurture Outcomes

The outcomes that a comprehensive, well-executed Customer Nurture program can drive are significant, and include at least the following:

1. Referrals

Use nurture to promote incentives such as automated offers like “give 10% off, get 10% off”.

2. Customer interviews, testimonials and quotes

3. Product reviews

4. Participation in online forums

5. Stimulate reviews in directories

6. Manage reference customers

7. Run up-sell/cross-sell campaigns

8. Increase engagement and product knowledge

Cautions

While you can absolutely start by implementing one of the above priorities, it’s critical to think about your customer marketing program holistically.

• Prevent the duplication of communication and don’t overload your client's inboxes
• Prioritize the tasks that are most relevant to specific groups of your client base
• Segment your customers based on the level of satisfaction, usage, and preferences to optimize the relevance of your nurture program

When to do what?

Throughout the customer journey, there are a few logical moments to provide- or ask for information. Here are some major events:

Triggers to drive above campaigns

• New customer sign-up
• Customer go-live
• Customer NPS Survey complete (and a favorable “Net Promoter Score”). This could be triggered after a product update or support call
• Renewal completed

To recap, the way to think about this is as an integrated marketing approach to our current/active customers. This includes up-sell, referral, loyalty and driving product/service usage. By having a holistic approach we can make sure to balance the gives/gets we put on the various contacts within these clients.