Item: Lead Liaison
Rating: 9
Author: Troy Rockman

Use Cases and Deployment Scope

Marketing is now under even more scrutiny for companies wanting the details with campaign and ROI. Many companies are overwhelmed by social media and wondering if it is worth engaging in the conversation. Lead Liaison is my one stop shop to gain insights into how my marketing campaigns, investments and social trends as it relates to our services. Another added benefit is predictive modeling. We now can take the data from tracking in combination of adding a numerical value [which] leads to more understanding of which tactics lead to sales and measure the sales cycle. Let Lead Liaison help you manage the numerous tactics through marketing automation so you can focus on your company's strategies.

Pros and Cons

Predictive Modeling
Social Media Management End-to-end
Ease of use
Easy connection to CRMs

As with any tool, getting started
Specialist versed in managing the product for me

Return on Investment

Full-circle Social Media tracking
Understanding sales cycles
Better idea of target audience base on tracking interactions

Alternatives Considered

Sugar, Microsoft Dynamics
Those two are Customer Relationship Management (CRM) tools for tracking data. Think of them as an excel spreadsheet. Lead Liaison (LL) is a Marketing Automation tool for understanding the behaviors of your current and potential clients relating to your Marketing campaigns. I compare this to a coloring book. LL gives you color or insights into what is working with your campaigns, segmentation, determining the best tactics and Return on Investment (ROI) by tactics. I hope that helps.

Likelihood to Recommend

Understand your business needs and then find the software that best matches those needs.

Users and Roles

Since we are a small group, the Chief Marketing Office, Chief Financial Officer, and our Chief Technology Officer work in Lead Liaison. Everyone has the same dashboards for complete transparency. Everyone can understand the Marketing investment made the outcome. Our Chief Financial Officer loves the Lead Liaison the most. She now understands the correlation between a Marketing dollar invested and the ROI it will provide.

Support Headcount Required

Our Chief Technology Office is the one keeping us on track ensuring we can tie our entire organization has a clear insight into client's and potential client's status. She is the one working with the CRM, Lead Liaison, Accounting and project tracking system are in harmony. We can work towards having the ability to stay ahead of client's needs.

Business Processes Supported

Campaign tracking
Predictive modeling
Insightful dashboards

Innovative Uses

The details from Lead Liaison, the lead generation needed and the number of closed deals each month.
Leveraging landing page with blogs to collect data as it relates to answering best practice questions.
The ability to resell to my clients which helps me understand trends between industries.

Future Planned Uses

Email Campaign Nurturing
Once we have a better understand of what tactics convert, we change the numerical value in the predictive capability for improving close time frames
Pick-up more on the segmentation of improving campaigns

Likelihood to Renew

10

Why move from a product that is help grown the speed on Marketing ROI? We see that the dashboards, flexibility and tracking are meeting and exceeding the business needs we had outlined. The support they provide is consistent, available and responsive. They will work with you until your issue is resolved.

Products Replaced

No

Key Differentiators

Price
Product Features
Product Usability
Product Reputation
Prior Experience with the Product
Vendor Reputation
Existing Relationship with the Vendor
Positive Sales Experience with the Vendor
Analyst Reports

As our discussions grew over a period of time the team did a great job of validating our needs with their capabilities. The product features for the price was a clear advantage. Product Usability was needed with the people using the product were entering into an area that they did not have experience.

Evaluation Lessons Learned

There was a slight
but definite increase in satisfaction
among buyers who used more features
at the start of their deployment. This
was especially notable because it
appears to contradict the popular
“crawl-walk-run” approach, in which
marketers start with a simple
marketing automation deployment
and add features over time. We need to do more with Lead Liaison for greater return.

Implementation Rating

10

Any issue with the adoption of the product were on our end. I wish we had the band width to run faster so we can know more faster. Our team enjoys the dashboards and ease of using the product. I know our clients are appreciating the results of the information as well.

Implementation Details / Implementation Partner

Vendor implemented

Implementation Phases

Yes - We did a ramp up process to ensure the best outcome for the team. We are working toward having one person on our team good enough that they can help our clients with implementation and manage their product on an on-going basis. That will help us be a better agency for our client.

Change Management Lessons

Change management was minimal - Since we adopted the product during the launch of our business, our adoption was easy. We use the product everyday and work constantly to make sure we know ROI for our campaigns, volume of leads and see the sales cycle process is current. The more we use the product the better we get.

Implementation Issues

Speed of adoption
Deciding if we were going to include soft cost with hard cost for ROI
Taking too long for adopting all the capabilities.

Support Rating

10

Lead Liaison has tremendous support. I''ve never gone more than a hour or so without a response. They are quick to understand my request, review the options for solution and deliver the best option with the best outcome. Also, the good part is that I don't need support all the time because the product is so easy.

Lead Liaison Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response	None

Premium Support

No

Bug Resolution

No

Exceptional Examples of Lead Liaison Support

I don't have just one situation for exceptional support. I always receive the best attention to ensure I'm up running and knowing where my business is going. I wish other companies would take this type of attitude for helping their clients. I will continue to leverage this for my clients as well.

Usability

9

One item you did not ask, but should be in around customer support. They do a great job of working with you, training and ongoing questions. Lead Liaison is always available and easy to get answers. The dashboards are great to gain business trends. The social media management is easy and a great way to ensure content is being tracked. The ability to gain tracking code for additional tactics. Our team enjoys the easy access and useability. We work with our clients to make sure they have a tool that we can use to scale for their needs. Lead Liaison makes it easy for us to help clients understand that Marketing ROI is closer to their finger tips than ever before.

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	None

Easy Tasks

Building landing pages
Pushing content to Social Media
Campaign tracking

Difficult Tasks

Just getting started
Making sure the list in your CRM is correct
I think this was more our issue than Lead Liaison, but moving to Google for leveraging the platform

Mobile Interface Availability and Impressions

Yes - I can gain insights into my dashboards to know what leads to connect while in the field

The software to use for managing your marketing campaigns

Software Version

Overall Satisfaction with Lead Liaison Lead Management Automation