Scoring Both Customers and Prospects

[Anonymous]

Are folks typically scoring both customers and prospects or just prospects? 

If you are scoring both, how are you structuring it -- are there different campaigns and scoring fields for customers and prospects? (I would assume differnet fields if you are creating separate campaigns for each). Did you get it to play nicely with Sales Insight, what views do your reps use to separate customers from prospects, etc..? 

I have been thinking about this a bit lately so wondering how people are setting it up. 

Appreciate any insight!

[Anonymous]

Iam actually build this now. We are going to have a scoring structure for existing customers based on product usage that we are integrating in Marketo. Essentially a combination of time since last login plus in product activitis are going to result in a score that will be used when they get near time to renew to determine how to best communicate with them. This will also be used to identify our power users.  

Our plan is to essentially feed that score into a custom visible field in SFDC (and set tasks) based on it. 

- Jeff

[Josh_Hill13]

I like Jeff's approach for products that allow that.

You could also setup alerts for Sales based on scoring or vists to pages. For instance, is renewal time coming up? Are your clients poking around at certain products? Is it time for an upsell conversation?

Have they not logged in awhile? Don't just score here - force account managers to be proactive.

[Anonymous]

Great insights Jeff and Josh, thank you. 

Our use case is interesting becasue it is a pay-per-use SaSS product (most customers buy when they need, no contracts or renewal times to speak of). 

We have developed a number of programs that trigger alerts based on recency and latency, similar to what Josh has suggested. 

Super helpful to hear what other people are doing!