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E245 Demand Creation. Ann Miura-Ko January 2011. Agenda. Demand Creation Definition Direct customer relationship Indirect customer relationship Metrics and Experimentation. value proposition. key activities. customer relationships. key partners. customer segments. cost structure.
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E245 Demand Creation Ann Miura-Ko January 2011
Agenda • Demand Creation Definition • Direct customer relationship • Indirect customer relationship • Metrics and Experimentation
value proposition key activities customer relationships key partners customer segments cost structure revenue streams key resources channels 3 images by JAM
Test Hypotheses: • Demand Creation • Test Hypotheses: • Problem • Customer • User • Payer Agile Development • Test Hypotheses: • Product • Market Type • Competitive • Test Hypotheses: • Channel • (Customer) • (Problem) Customer Development Team • Test Hypotheses: • Channel • Test Hypotheses: • Size of Opportunity/Market • Validate Business Model • Test Hypotheses: • Pricing Model / Pricing
CUSTOMER RELATIONSHIPS what relationships are you establishing with each segment? personal? automated? acquisitive? retentive?
Demand Creation • How will customers segments hear about your product? • How does market type impact my strategy? • How much will it cost to acquire a customer using these strategies?
Market Type How does market type influence demand creation? Market Type determines: • Rate of customer adoption • Sales and Marketing strategies • Cash requirements
Demand Creation by Market Type • Create, drive demand into your sales channel Existing • Educate the market about what’s changed • Drive demand into your sales channel Resegmented • Educate the market • Identify and drive early adopters into your sales channels New
Who needs to hear about you? End User Suppliers Influencer / Recommender Channels Economic Buyer Government Decision Maker Partners
PayingCustomers $ Demand Creation Feeds the Sales Funnel Demand Creation Acquisition
Agenda • Demand Creation Definition • Direct customer relationship • Indirect customer relationship • Metrics and Experimentation
Getting Free Users Demand Creation • SEO (without consultants) • Blogging / Sharable content • Social Media / Gaming Mechanics • Communities • Proven viral coefficient > 1 NOTE: “Viral” isn’t a strategy, it’s a product feature you either have or you don’t
Paid Channels • PR • Demand Capture • SEM • “Free” products (e.g. widgets) • Biz Dev • Affiliate Marketing • Market Education • Webinars • Email marketing • Trade Shows • Analyst Reports • Direct Sales • TV / Radio Demand Creation
How many come through the first step? • How much does that cost? • What is the conversion between each level? • How much in revenues can you get out of each acquired customer?
Agenda • Demand Creation Definition • Direct customer relationship • Indirect customer relationship • Metrics and Experimentation
Healthcare – system requirements Payer • Approval of product category • Compelling clinical benefits and cost reduction • Product approval • Manufacturing approval • Quality control process approval FDA
Healthcare & Marketing • Free samples • Professional papers • Speeches by leading academics and influential doctors • Leading institution as reference customer • Conference presentation • Continuing medical education Product Champions • Restrictions on user generated content • Adverse event postings • Off label use postings • Restrictions on direct selling to doctors FDA
Critical questions • What are critical regulations and approval processes that need to happen prior to launch of product? • Industry • Federal / State • Are there regulations on marketing efforts as well? • Who influences the purchasing decision and how can they become an ally? • What is required to be endorsed?
Agenda • Demand Creation Definition • Direct customer relationship • Indirect customer relationship • Metrics and Experimentation
How much do you have to spend here To get one customer here PayingCustomers $ Customer Acquisition Cost Demand Creation Acquisition
Leads The Sales FunnelEnterprise Software PayingCustomers Qualified Lead First Sales Call Demonstration Proposal Feasibility Purchase Order $
Other Sales Funnels • What does your funnel look like? • How long does each part of the funnel take? • What % converts between each section? Visit Sign Up Activate Upgrade 1. Informational Meeting Trial Contract Negotiation Signed Contract 2.
Cost of Customer Acquisition Calculation David Skok