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I'm a business-to-business sales executive working for a software company.  I have a large number of existing clients.  My organization uses a solution called Eloqua (www.eloqua.com) that, among other things, allows me to know when someone from a client company visits our website and what pages they look at, what search terms they use, etc. 

I'm always somewhat torn about the most effective way to use this information.  Do I say, "I noticed you looked at 232 pages on our website today.  Did you find what you were looking for?"  That approach make me feel a little like creepy. 

Is the approach more general with a "just checking in" tone, so that if they need my help they can ask, but I don't have to reveal that I know what I know because of the tool we use.  Ideally, if they could use my help, they'll respond and I'll engage. 

Thanks in advance for your feedback!

 

Tom

 

 

naraa's picture

 Tom, if i were your client company i would be definetly put off by knowing That you were monitoring my actions on your website.  I believe you must use That information for yourself only. Follow the clics they have done to try to figure out what they were after to talk to them about what they are most interested on, or use a new product to engage with them, or just something general as catching up.

Nara

carguin's picture

I agree with Nara's assessment; use it for internal purposes only.  Perhaps if you see a known customer investigating a new product, you might take advantage of any time with them to explore their interest ("hey, while I've got you, are you aware of our new XYZ product?"), but I'd leave it at that.

One vendor used to call me consistently within two days of my visiting their website. The same guy called every time but he seemed to have no recollection that he had called me six months prior! Since I was usually searching their knowledge base for solutions to problems I was having with their product, it was a little annoying to be called by the sales guy to push more.

It was quite annoying, and eventually I found myself avoiding their site altogether. 

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Chris Arguin

tviemont's picture

Thanks for your feedback.  I appreciate it.