How to Create Buyer Personas You Actually UseJamie Kirmess / February 01, 2018 / 0 Comments
As a consultancy, we work with a variety of companies most of which have buyer personas, but we often hear from the marketers and sellers at those organizations that they aren’t vary practical and they don’t reference them in their day-to-day activities. That’s a shame, because when done well, buyer personas have the power to drive the decisions and actions of marketers and sellers. In this article you uncover how to:
- Create buyer personas with a sound methodology.
- Operationalize your personas (in other words, they don’t merely live in a PPT on someone’s desktop).
Buyer Persona Maturity Model
After thousands of client engagements, my fellow consultants and I came up with a buyer persona maturity curve.
Let’s dive a little deeper into each stage of the maturity model.
In the foundational maturity stage, your company does not have buyer personas. I’ve seen scenarios where a company’s messaging is like the Wild Wild West—marketing is saying one thing, and sales is saying the complete opposite. I’ve seen others where marketing and sales are aligned on what they are saying, but they’ve never evaluated if those messages are actually working. Whether you fall into those categories or somewhere in between, your buyer persona stage is foundational if you do not have documented, consistent personas.
In the developing model, a company has documented personas but they aren’t certain the personas are accurate. I’ll often hear, “Our sales team knows the market better than anyone, so we work with them to craft messages.” While this is a great place to start, you could be missing a big piece of the pie as there are often buyers lingering in the perimeter of our sales team’s line of sight. The good news is that you’ve created personas and shared them, so you at least understand their importance and have a willingness to improve them and integrate them.
In the established model, a company knows their buyer personas are accurate, but they aren’t actually using them to their full potential. This happens a lot in enterprise organizations where departments tend to be more siloed. The marketing team will commission a project with a strategic agency to inform messaging, but the personas never find their way outside the marketing department.
Worse yet, a department commissions buyer persona work but then doesn’t do anything with that work in their own department.
In an optimized model, a company has accurate buyer personas and those personas are being used to their full potential. Not only does everyone in the company believe in the personas, but every department is also using them. The marketing team uses them to inform what channels to prioritize. Their website, email campaigns, online ads, social messages and beyond are all tailored for the personas. The sales team uses the personas to customize their scripts and collect information relevant to that persona. Customer success uses personas to craft their email messages, tone, and upsells. These companies are few and far between—in fact, I’ve only witnessed one company that fell into this maturity stage.
How do I Improve My Organization’s Buyer Persona Maturity?
Understanding where you are at and where you want to go is always the first step.
We’re in the Foundational or Developing Stages
If you’re in the foundational or developing stages, the first thing you should do, is think about what questions you have about your buyers. Write those down and then look at the data you have available. Do you have enough data points to answer your questions? Is the data accurate? What format is it in? CRM serves as a great place to start, but it might not be enough.
If you’re looking for a worksheet, check ours out here, which will also help you identify the sales offers which will provide them value to open up a trusting relationship.
As an example, most clients aren’t capturing things like “tone” or “preferred communication channels.” These are things that will have to come from interviews with sales, existing customers or some other form of primary or secondary research. We may also need to use exploratory factor analysis to make assumptions based on observable characteristics. If someone is in scrubs and is wearing a stethoscope, you might assume they are a doctor, for example.
If you don’t have a data scientist on staff, I highly recommend hiring an agency (shameless plug) to help you with this process. After all, investing in truly understanding your audience can have positive influences on all areas of your marketing strategy, from how you invest in campaigns to how you score leads.
We’re in the Established Stage
If you’re in the established stage, the first thing you should do is write down how you’re using your personas today and how you want to use them in the future.
Here’s a short list of ways I’ve seen clients use personas:
- Data collection strategy
- Channel analysis
- Email marketing and nurture
- Lead scoring
- Lead routing
- Sales scripts
- Social media messaging
- Website personalization
- Audience building in online advertising platforms
- Traditional advertising messages/creative
The list goes on.
Now, review your personas again. Does the information in your personas help you become more effective in the areas you wrote down? If not, your personas may not be as robust as you thought. If they do, then get to cracking! I recommend collaborating with colleagues in sales and customer success to get their ideas too.
We’re in the Optimized Stage
Congratulations! You’re one of the few companies in this stage. You should revisit your personas once a year to ensure they are still relevant and aligned to your organizational goals. For example, if most of your clientele was in the SaaS space, but you’ve identified a new market in medical devices, you may need to add a persona to the mix.