In addition to conversational marketing, personalization is part of my responsibilities at Okta, and I have thought about it quite a lot. This post gives you an overview of B2B personalization and some of my own thoughts.
What is Personalization?
Personalization is a marketing tactic to show relevant information to the site visitor with a goal to improve the conversion rate.
The technology behind it is based on cookies or sometimes the localStorage on the browser. (You can read more about the difference between the two here).
And the principle is largely the same – if the website knows you have attribute X, then the website will show you Y.
Origin of Personalization
Personalization began as a B2C use case in big technology companies like AOL and Yahoo, where the money-maker was their homepage which generated tens, if not hundreds of millions of views each day.
A very small percentage lift in engagement, or another page view, meant big money for them.
That is where personalization shows content that will be statistically more likely to generate interactions on the website.
More interactions mean more eyeballs; that means more opportunities for advertisers to show their ads to users, and more money for the website.
Amazon, for example, is able to predict what you want to buy based on your purchase and browsing history.
General Requirement of Personalization
In general, there are three elements required in order to perform personalization
- Identification, normally a browser cookie which is used to identify the individual site visitor.
- For example, device type, or a common use case is you clicked from an email, the site can read which email you came from and personalize based on that.
- The identification can also be based on IP address. And IP addresses could be attributed to a company with reverse-IP technologies. For example, 111.22.333.1 can be a company IP address of Apple.
- Content that is relevant to the site visitor, based on the information identified. This includes the location of the content, for example, a block or an image container.
- Algorithm or logic that decides what content to show, this could either be determined by a human or machine
B2B Web Personalization
Although there are many applications of personalization, let’s dive deeper into B2B Web Personalization.
To reiterate, the goal of B2B personalization is to generate statistical improvement in conversion rate.
Personalization is proven in A/B testing across industries, so the higher your site traffic volume, the higher impact.
In addition to the key difference in site traffic volume, B2B personalization is often based on IP address at a company level, rather than individual level. With that, you normally personalize based on location, industry, company size and revenue.
Therefore, it is not a tactic for an early-stage startup.
I would recommend it as a tactic worth investing in only once your website generates sessions in the 6-7 figure range each month.
Categories of Technologies
Instead of using engineering time to build the four elements of personalization, there are a number of technologies available in the market to make personalization easy to implement.
1. ATTRIBUTE IDENTIFIER
It is more complicated, but not impossible, to identify 1st party attributes (like values in your company Salesforce) or individual attributes because of
- Privacy concerns
- Complexity of data
This solves #1 Cookie element in the above requirement of B2B personalization.
2. PERSONALIZATION OR A/B TESTING PLATFORM
The personalization platform solves #2 Location, #3 Content and #4 Algorithm elements of personalization, and it should integrate with the attribute identifier.
Use Cases of B2B Personalization
The application of B2B personalization is not complicated, if the goal of the personalization is the CTR, you will need to measure that religiously.
- Identify the content that you want to personalize – normally it would be an image, text and/or links.
- Create the personalized content you will use to replace the default content.
- Configure the attributes in your personalization platform.
- Change the content from step 2 within the personalization platform.
Once you have the time and resources to cover basic personalization with if-this-then-that logic on your website, which are likely the homepage and product/solutions pages.
The next question then becomes what’s next?
Future of B2B Personalization
As the technologies improve, the biggest improvement are likely on #1 Cookie (or any way to identify really) and #4 the algorithm.
- First being to identify more attributes more accurately, with a cookie or not.
- Second, instead of if-this-then-that logic, it will be AI or machine learning-based, optimizing for the goal that you defined from any attributes.
Obviously, the technology set will become more accessible and become more like a commodity for B2B companies.
The leg work of importing content to a platform and identifying what personalized content is available for the business may not make that much of an improvement.
I would recommend starting A/B testing first to prove results, before investing more resources in website personalization.
Personalization is a journey for any B2B marketing organization and it is never too late.