U.S. patent application number 13/662174 was filed with the patent office on 2013-05-16 for lead management in business-to-business sales.
This patent application is currently assigned to LIMELIGHT NETWORKS, INC.. The applicant listed for this patent is Limelight Networks, Inc.. Invention is credited to Deepesh Chourey, Jeff Freund, Matthew Small.
Application Number | 20130124259 13/662174 |
Document ID | / |
Family ID | 47226825 |
Filed Date | 2013-05-16 |
United States Patent
Application |
20130124259 |
Kind Code |
A1 |
Chourey; Deepesh ; et
al. |
May 16, 2013 |
LEAD MANAGEMENT IN BUSINESS-TO-BUSINESS SALES
Abstract
Methods and systems record and analyze visitors' interactions
with a website aimed at turning the visitors into qualified sales
leads. Lead scoring may be used, wherein a lead score is based on
interactions with content, navigation through a website, and the
providing of information from the visitor. Events (e.g.,
above-threshold lead scores) may prompt a request for information
from the visitor. Providing information may increase a profile
level and allow access to previously gated website content. Visitor
information and/or associated business information may be stored in
a user profile. Additionally, interests of the visitor and/or an
associated business area may be ascertained. The interests, lead
score, and progressive profiles may be used to tailor content and
organization of the website, to suggest content and business
solutions to the visitor, and to determine if/when a visitor is
qualified as a lead, and thus ready for contact from a sales
team.
Inventors: |
Chourey; Deepesh; (Dublin,
CA) ; Small; Matthew; (Brooklyn, NY) ; Freund;
Jeff; (San Francisco, CA) |
|
Applicant: |
Name |
City |
State |
Country |
Type |
Limelight Networks, Inc.; |
Tempe |
AZ |
US |
|
|
Assignee: |
LIMELIGHT NETWORKS, INC.
Tempe
AZ
|
Family ID: |
47226825 |
Appl. No.: |
13/662174 |
Filed: |
October 26, 2012 |
Related U.S. Patent Documents
|
|
|
|
|
|
Application
Number |
Filing Date |
Patent Number |
|
|
13297161 |
Nov 15, 2011 |
8326964 |
|
|
13662174 |
|
|
|
|
61559610 |
Nov 14, 2011 |
|
|
|
Current U.S.
Class: |
705/7.29 |
Current CPC
Class: |
G06F 16/9535 20190101;
H04L 67/22 20130101; G06Q 30/0201 20130101; H04L 67/306
20130101 |
Class at
Publication: |
705/7.29 |
International
Class: |
G06Q 30/02 20120101
G06Q030/02 |
Claims
1. (canceled)
2. A website data content access progression system for managing
interactions of website visitors to generate qualified business
leads, the system comprising: an interaction gathering engine
configured to: monitor visitor interactions with a website, record
a first interaction of a first visitor with the website, record a
second interaction of a second visitor with the website, transmit
the first interaction of the first visitor with the website to a
lead management system, and transmit the second interaction of the
second visitor with the website to the lead management system; the
lead management system configured to: receive a first piece of
information about the first visitor, determine a first category of
visitors that the first visitor belongs to based on the first piece
of information, determine a second category of visitors that the
second visitor belongs to, wherein the second category of visitors
is different from the first category of visitors, allocate a first
user profile to the first user, wherein the first user profile
comprises a first profile-level indicator and a first lead score,
allocate a second user profile to the second user, wherein the
second user profile comprises a second profile-level indicator and
a second lead score, set a first threshold level for the first lead
score based on the first category of visitors that the first
visitor belongs to, set a second threshold level for the second
lead score, wherein the second threshold level is different than
the first threshold level, update the first lead score based on the
first interaction with the website by the first visitor, update the
second lead score based on the second interaction with the website
by the second visitor, modify the first profile-level indicator in
response to the first lead score crossing a first value, authorize
the first visitor access to a first set of additional data content
of the website after the first profile-level indicator is modified
in response to the first lead score crossing the first value, and
determine that the first visitor is a qualified lead when the first
lead score crosses the first threshold level; and a first
electronic data store configured to: store the first user profile,
and store the second user profile.
3. The website data content access progression system for managing
interactions of website visitors to generate qualified business
leads as in claim 2, further comprising a second electronic data
store configured to: store a first list of predetermined relations
between a plurality of businesses and a plurality of interests; and
store a second list of predetermined relations between the
plurality of interests and a plurality of additional data content
of the website.
4. The website data content access progression system for managing
interactions of website visitors to generate qualified business
leads as in claim 3, wherein: the first piece of information is
business information linking the first visitor to a first business
of the plurality of business; and the lead management system is
further configured to select the first set of additional data
content from the plurality of additional data content based on a
relationship between the first business and a first interest of the
plurality of interests and a relationship between the first
interest and the first set of additional data content.
5. The website data content access progression system for managing
interactions of website visitors to generate qualified business
leads as in claim 3, wherein the plurality of interests corresponds
to a plurality of personas that are targeted by a second
business.
6. The website data content access progression system for managing
interactions of website visitors to generate qualified business
leads as in claim 3, wherein the lead management system is further
configured to: link the first visitor with a first business of the
plurality of business based on the first piece of information;
query the second electronic data store containing the first list of
predetermined relations between the plurality of businesses and the
plurality of interests for interests related to the first business;
receive from the query a first interest; and insert into the
website a hyperlink to a separate website in response to receiving
the first interest from the query.
7. A method for managing interactions between a website and a first
visitor and a second visitor to create a qualified business lead,
the method comprising: recording a first piece of information
related to the first visitor; determining a first category of
visitors that the first visitor belongs to based on the first piece
of information; determining a second category of visitors that the
second visitor belongs to, wherein there is at least one difference
between the second category of visitors and the first category of
visitors; allocating a first user profile to the first visitor,
wherein the first user profile comprises: a first profile-level
indicator, and a first lead score; allocating a second user profile
to the second visitor, wherein the second user profile comprises: a
second profile-level indicator, and a second lead score; setting a
first threshold level for the first lead score based on the first
visitor belonging to the first category of visitors; setting a
second threshold level for the second lead score based on the
second visitor belonging to the second category of visitors,
wherein the second threshold level is different than the first
threshold level; updating the first lead score in response to a
first interaction with the website by the first visitor; updating
the second lead score in response to a second interaction with the
website by the second visitor; modifying the first profile-level
indicator of the first user profile in response to the first lead
score crossing a first value; authorizing the first visitor access
to a first set of additional data content of the website after the
first profile-level indicator is modified in response to the first
lead score crossing the first value; and determining that the first
visitor is a qualified lead when the first lead score crosses the
first threshold level.
8. The method for managing interactions between a website and a
first visitor and a second visitor to create a qualified business
lead as in claim 7, wherein the first piece of information is
business information linking the first visitor to a business
account.
9. The method for managing interactions between a website and a
first visitor and a second visitor to create a qualified business
lead as in claim 7, further comprising identifying the second
visitor as belonging to a second category of visitors based on the
first piece of information not being associated with the second
visitor.
10. The method for managing interactions between a website and a
first visitor and a second visitor to create a qualified business
lead as in claim 7, further comprising not determining that the
second visitor is a qualified lead until the second lead score
crosses the second threshold level, wherein the second threshold
level is greater than the first threshold level.
11. The method for managing interactions between a website and a
first visitor and a second visitor to create a qualified business
lead as in claim 7, further comprising requesting additional
information from the first visitor in response to an attempt by the
first visitor to access data content of the website that is tagged
at a profile level that is higher than the associated profile-level
indicator of the first user profile.
12. The method for managing interactions between a website and a
first visitor and a second visitor to create a qualified business
lead as in claim 7, wherein the first interaction includes a
selection by the first visitor of an interest, wherein the interest
is linked to a business solution offered by a business associated
with the website.
13. The method for managing interactions between a website and a
first visitor and a second visitor to create a qualified business
lead as in claim 7, wherein the second lead score is updated
negatively in response to the second interaction by the second
visitor.
14. The method for managing interactions between a website and a
first visitor and a second visitor to create a qualified business
lead as in claim 13, further comprising: updating the second
profile-level indicator for the second visitor in response to the
second lead score negatively crossing a second value; and
authorizing the second visitor access to a second set of additional
data content of the website after the second profile-level
indicator is changed in response to the second lead score
negatively crossing the second value.
15. The method for managing interactions between a website and a
first visitor and a second visitor to create a qualified business
lead as in claim 7, further comprising updating the first lead
score in response to a third interaction with the first set of
additional data content of the website by the first visitor.
16. A computer-readable medium containing program instructions for
managing interactions between a website associated with a first
business and a first visitor and a second visitor, to create a
qualified business lead, wherein execution of the program
instructions by one or more processors of a computer system causes
the one or more processors to carry out the steps of: recording a
first piece of information related to the first visitor;
determining a first category of visitors that the first visitor
belongs to based on the first piece of information; determining a
second category of visitors that the second visitor belongs to,
wherein there is at least one difference between the second
category of visitors and the first category of visitors; allocating
a first user profile to the first visitor, wherein the first user
profile comprises: a first profile-level indicator, and a first
lead score; allocating a second user profile to the second visitor,
wherein the second user profile comprises: a second profile-level
indicator, and a second lead score; setting a first threshold level
for the first lead score based on the first visitor belonging to
the first category of visitors; setting a second threshold level
for the second lead score based on the second visitor belonging to
the second category of visitors, wherein the second threshold level
is different than the first threshold level; updating the first
lead score in response to a first interaction with the website by
the first visitor; updating the second lead score in response to a
second interaction with the website by the second visitor;
modifying the first profile-level indicator of the first user
profile in response to the first lead score crossing a first value;
authorizing the first visitor access to a first set of additional
data content of the website after the first profile-level indicator
is modified in response to the first lead score crossing the first
value; and determining that the first visitor is a qualified lead
when the first lead score crosses the first threshold level.
17. The computer-readable medium containing program instructions
for managing interactions between a website associated with a first
business and a first visitor and a second visitor, to create a
qualified business lead as in claim 16, wherein the first piece of
information is business information linking the first visitor to a
second business.
18. The computer-readable medium containing program instructions
for managing interactions between a website associated with a first
business and a first visitor and a second visitor, to create a
qualified business lead as in claim 16, wherein either the first
interaction by the first visitor or the second interaction by the
second visitor is a voluntary submission of personally identifiable
information.
19. The computer-readable medium containing program instructions
for managing interactions between a website associated with a first
business and a first visitor and a second visitor, to create a
qualified business lead as in claim 16, wherein execution of the
program instructions by the one or more processors causes the one
or more processors to carry out the further step of displaying
statistical information related to a number of visitors who have
visited the website and a percentage of the number of visitors who
have been qualified as a lead.
20. The computer-readable medium containing program instructions
for managing interactions between a website associated with a first
business and a first visitor and a second visitor, to create a
qualified business lead as in claim 16, wherein execution of the
program instructions by the one or more processors causes the one
or more processors to carry out the further step of authorizing a
person associated with the first business to adjust the first value
and score amounts relating to website interactions.
21. The computer-readable medium containing program instructions
for managing interactions between a website associated with a first
business and a first visitor and a second visitor, to create a
qualified business lead as in claim 16, wherein execution of the
program instructions by the one or more processors causes the one
or more processors to carry out the further step of authorizing a
person associated with the first business to adjust threshold
levels assigned to different categories of visitors.
Description
CROSS-REFERENCES TO RELATED APPLICATIONS
[0001] This application is a continuation of U.S. Ser. No.
13/297,161, filed Nov. 15, 2011 and entitled, "WEBSITE DATA CONTENT
ACCESS PROGRESSION", which is a nonprovisional of, and claims
benefit to Provisional Application No. 61/559,610, filed Nov. 14,
2011, and entitled "LEAD MANAGEMENT IN BUSINESS-TO-BUSINESS SALES."
Each of these references is hereby incorporated by reference in its
entirety for all purposes.
[0002] This application also is related to PCT Application No.
PCT/US2011/042039, filed Jun. 27, 2011, entitled "STAGNANT VISITOR
MANAGEMENT FOR ENGAGEMENT PROGRESSION ON WEB SITES" which is
incorporated herein by reference.
BACKGROUND OF THE INVENTION
[0003] This disclosure relates in general to customer engagement
tools and, but not by way of limitation, to website engagement
tools.
[0004] Websites are often a part of an integral plan in advertizing
business solutions and engaging visitors as customers or potential
customers. Nurturing those visitors to the website has
traditionally taken human expertise, skill, and effort that has
been impractical in converting a large number of visitors into
customers. While an experienced sales person may be able to quickly
evaluate a contact and determine whether or not he/she is a
prospective customer, the sheer volume of visitors to a website and
the impersonal nature of web interactions make large-scale human
involvement infeasible and impractical. Business-to-business
websites traditionally have not reached their marketing potential
in yielding qualified leads.
[0005] Historically, email marketing and sales campaigns have
driven visitors to a website to discover information about a
company--much like an online brochure. With the advent of
sophisticated marketing automation tools, marketing campaigns have
focused on creating conversions or registrations to capture visitor
data. However, real personalization of the website visitor's
experience has not been possible due to the fact that the marketing
tools could not instruct a static website what particular content
to present to any given visitor. Hence, improvements in the art are
needed.
BRIEF SUMMARY OF THE INVENTION
[0006] In one embodiment, the present disclosure describes methods
and systems for recording and analyzing a visitor's interactions
with a website aimed at turning the visitor into a qualified sales
lead. Lead scoring may be used, wherein a lead score is based on
interactions with content, navigation through a website, and the
providing of information from the visitor. Events, such as lead
scores exceeding a threshold value, may prompt a request for
information from the visitor. Providing information may increase a
profile level and allow access to previously gated website content.
Visitor information and/or associated business information may be
stored in a user profile. Additionally, interests of the visitor
and/or an associated business area may be ascertained. The
interests, lead score, and progressive profiles may be used to
tailor the content and organization of the website according to the
needs of the visitor, to suggest content and business solutions to
the visitor, and to determine if/when a visitor is qualified as a
lead, and thus ready for contact from a sales team.
[0007] Specifically, embodiments for the present invention include
method for managing interactions between a visitor associated with
a first business, and a website associated with a second business,
to generate a qualified business lead. The method comprises
associating a lead score with the visitor, and associating a user
profile with the visitor, where the user profile includes a profile
level that is determined by an amount of information provided by
the visitor to the second business via the website. The method also
comprises changing the lead score in response to an action taken by
the visitor on the website, and requesting first information from
the visitor when the lead score exceeds a first profile threshold
value. Furthermore, the method comprises elevating the profile
level of the user profile when the visitor provides first
information, and allowing the visitor to access additional content
on the website when the profile level is elevated. Additionally,
the method comprises determining that the visitor is a qualified
lead when the lead score exceeds a threshold value.
[0008] The method further comprises requesting additional
information from the visitor in response to receiving first
information from the visitor, where the additional information is
based on the first information. The method also further comprises
creating a business account associated with the first business and
associating the user profile with the business account.
Additionally, the method may comprise receiving business
information based on an IP address associated with the visitor,
storing the business information in the user profile, and tailoring
a section of content on the website based on the business
information. The method may also comprise requesting second
information from the visitor when the lead score exceeds a second
profile threshold value, where the second profile threshold value
is greater than the first profile threshold value, in response to
an attempt by the visitor to access website content that is tagged
at a profile level that is higher than the profile level of the
user profile. In some embodiments, the first information includes a
selection by the visitor of an interest, where the interest is
associated with a business solution offered by the second business.
The method my further comprise determining geo-location information
about the visitor based on an IP address, and using the
geo-location information to populate the user profile.
[0009] In a further embodiment, a method for managing interactions
between a visitor associated with a first business, and a website
associated with a second business, to generate a qualified business
lead is described. The method comprises associating a lead score
with the visitor, and associating a user profile with the visitor,
where the user profile includes a profile level that is determined
by the amount of information provided by the visitor to the
website. the method further comprises defining a plurality of
interests related to the second business, associating each interest
with one or more categories of website content, and associating an
interest from the plurality of interests with the user profile,
where the association is based on activity of the visitor on the
website. Additionally, the method comprises tailoring the content
and organization of the website based on the interest associated
with the visitor. The method also comprises changing the lead score
in response to an action taken by the visitor on the website,
requesting first information from the visitor when the lead score
exceeds a first profile threshold value, and elevating the profile
level of the user profile when the visitor provides first
information. Additionally, the method comprises determining that
the visitor is a qualified lead when the lead score exceeds a
threshold value.
[0010] The method may further comprise displaying a banner
advertisement on the website, creating a business account
associated with the first business and associating the user profile
with the business account, and/or assigning one or more of the
plurality of interests to the business account based on the
interests assigned to the visitor. The method may also comprise
assigning one or more of the interests to the business account
based on business information received from a third party, where
the business information was acquired using an IP address of the
visitor. Additionally, the method may comprise storing website
content for the visitor in a resource portfolio, displaying
additional content in the resource portfolio based on the interest
assigned to the visitor, and/or increasing the lead score based on
the first information provided by the visitor. Furthermore, the
plurality of interests may correspond to a plurality of personas
that are targeted by the second business. Also, hyperlinks to
content may be made available to the visitor on the website based
on the interest associated with the visitor.
[0011] In yet another embodiment, a computer-readable medium for
managing interactions between a visitor associated with a first
business, and a website associated with a second business, to
generate a qualified business lead, having sets of instructions
stored thereon is described. When executed by a computer, the
instruction may cause the computer to associate a lead score with
the visitor, and associate a user profile with the visitor, where
the user profile includes a profile level that is determined by an
amount of information provided by the visitor to the website. The
instructions may further cause the computer to define a plurality
of interests related to the second business, associate each
interest with one or more categories of website content, and
associate an interest from the plurality of interests with the user
profile, where the association is based on activity of the visitor
on the website. Additionally, the instructions may cause the
computer to tailor the content and organization of the website
based on the interest associated with the visitor, change the lead
score in response to an action taken by the visitor on the website,
request first information from the visitor when the lead score
exceeds a first profile threshold value, and elevate the profile
level of the user profile when the visitor provides first
information. Also, the instructions may cause the computer to
determine that the visitor is a qualified lead when the lead score
exceeds a threshold value.
[0012] The computer-readable medium further include instructions
that may cause the processor to create a business account
associated with the first business and associate the user profile
with the business account, assign one or more of the plurality of
interests to the business account based on the interest associated
with the visitor, display statistical information related to a
number of visitors who have visited the website and a percentage of
the number of visitors who have been qualified as a lead, and/or
provide an interface allowing a user associated with the second
business to adjust lead scores associated with both individual
content instances and content categories of the website.
BRIEF DESCRIPTION OF THE DRAWINGS
[0013] A further understanding of the nature and advantages of the
present invention may be realized by reference to the remaining
portions of the specification and the drawings wherein like
reference numerals are used throughout the several drawings to
refer to similar components. In some instances, a sub-label is
associated with a reference numeral to denote one of multiple
similar components. When reference is made to a reference numeral
without specification to an existing sub-label, it is intended to
refer to all such multiple similar components.
[0014] FIG. 1 illustrates a block diagram of an embodiment of a Web
Content Management System.
[0015] FIG. 2 illustrates a block diagram of an embodiment of a
Lead Management System.
[0016] FIG. 3 illustrates an embodiment of an interface for setting
and adjusting a lead score.
[0017] FIG. 4 illustrates an embodiment of an interface for setting
individual lead score values associated with user profile
information.
[0018] FIG. 5 illustrates an embodiment of a state diagram
illustrating a progressive profiling scheme.
[0019] FIG. 6 illustrates an embodiment of a state diagram for a
progressive profile system.
[0020] FIG. 7A illustrates an embodiment of an interface for
selecting information fields for a profile level.
[0021] FIG. 7B illustrates an embodiment of an interface in the
WCMS for selecting the trigger events for each profile level.
[0022] FIG. 8 illustrates one embodiment for relating interests to
categories of content.
[0023] FIG. 9 illustrates an embodiment of an interface for
creating and assigning interests.
[0024] FIG. 10 illustrates an embodiment of an interface for
displaying statistical information regarding visitor activity and
website performance.
[0025] FIG. 11 illustrates an environment with which embodiments
may be implemented with a computer system.
[0026] FIG. 12 illustrates an embodiment of a special-purpose
computer system.
DETAILED DESCRIPTION OF THE INVENTION
[0027] The ensuing description provides exemplary embodiments only,
and is not intended to limit the scope, applicability or
configuration of the disclosure. Rather, the ensuing description of
the exemplary embodiments will provide those skilled in the art
with an enabling description for implementing an exemplary
embodiment. It is understood that various changes may be made in
the function and arrangement of elements without departing from the
spirit and scope as set forth in the claims.
Web Content Management System
[0028] As used herein, the term "website" refers to a single web
domain. The website may be comprised of multiple individual pages;
however, each page in the website will be associated with a single
business brand or organization. For example, www.clickability.com
would be considered a website associated with the Clickability.TM.
brand and product. Each webpage in the www.clickability.com domain
would be considered a part of the www.clickability.com website, as
used herein.
[0029] Turning first to FIG. 1, a Lead Management System 120 may be
an integrated part of a Web Content Management System (WCMS) 100. A
WCMS 100 is a software system that provides website authoring,
collaboration, and administration tools designed to allow users
with varying degrees of knowledge of web programming languages or
markup languages to create and manage website content. The WCMS 100
allows tasks related to creating and maintaining a website to be
divided between the various parties that are best suited to
completing those tasks. It also allows marketers to control aspects
of how content is presented and how the website is organized. An
example of a WCMS 100 is available from Clickability.TM..
[0030] The Web Content Management (WCM) application 110 is the
application used to create and manage all content media,
functionality, page designs, and page layouts that are used to
build and maintain a website 150. The WCM application end users 152
may be primarily editors, authors, designers, and developers. The
developer tools 130 may be comprised of the various development
languages, tools and environments needed to create the design,
structure, logic, and presentation of the website 150. In one
embodiment, a template language designed by Clickability.TM. may be
used in conjunction with the Apache.TM. Velocity Engine to
implement the developer tools 130. Web developers 156 typically use
the developer tools 130 and the functionality defined by the Lead
Management System 120 in the WCMS 100. The publishing engine 140
may dynamically combine the content managed in the WCM application
110 with the templates and HTML/CSS designs from the developer
tools 130 to create and render the pages of the website 150.
Visitors 158 to the website 150 may interact with the website 150,
and the visitor's experience may be monitored and customized by the
lead management system 120.
[0031] Turning next to FIG. 2, a block diagram 200 of an embodiment
of a lead management system 120 and some of the possible
surrounding systems are shown. Visitors 158 interact with a website
150 monitored by the lead management system 120. A marketing
automation system 212 may drive prospects to the website 150.
Although a marketing automation system 212 is shown separately, the
marketing automation system 212 could be integrated with the lead
management system 120 in other embodiments. The lead management
system 120 choreographs the website's interactions with the visitor
158 to lead to a sale or deepen the relationship with the visitor
158.
[0032] The marketing automation system 212 in this embodiment may
perform e-mail campaigns on prospective customers to engage such
individuals at the website 150. Campaign messages 220 are
distributed through the e-mail server 214 to prospective customers
that may click-through the e-mail message to a landing pad on the
website 150. The campaign messages 220 can be customized for a
particular prospect. Where a prospect becomes a visitor 158 at the
website 150, the prospect profiles 224 can optionally be provided
to the interaction gathering engine 222 in some embodiments.
[0033] The website 150 may include the interaction gathering engine
220 that monitors the behavior a visitor 158 on the website 150 and
records information about the visitor 158. The interaction
gathering engine 222 could be hosted on the same computer system,
hosting service or content delivery network (CDN) as the website
150. Some information may be provided by external sources, such as
the marketing automation system 212. The website 150 provides some
information to all visitors 158, but other gated content 226 may be
provided to visitors 158 who have reached a particular qualified
level.
[0034] Information for the visitors 158 and their behavior on the
website 150 are monitored by the interaction gathering engine 222.
The lead management system 120 takes the information and stores it
in user profiles 230. Interaction between the lead management
system 120 and the marketing automation system 212 allows sharing
of profiles 224, 230. Additionally, the lead management system 120
can trigger the marketing automation system 212 to perform an
e-mail campaign.
[0035] It will be understood that arrangement of the WCMS 100 and
the lead management system as depicted in FIG. 1 and FIG. 2 is
merely illustrative. Many other arrangements of software and
hardware functionality are possible. For example, software modules
that are depicted as separate in these figures may be combined into
the same software module. Likewise, software modules may be divided
an implemented remotely from one another in different hardware
systems. Additionally, the various roles assigned to web
developers, marketers, users, and content designers may be
reassigned according the individual needs and expertise of an
implementing business.
Tracking Visitors with User Profiles
[0036] In order to assess the interactions of a visitor 158 with
the website 150, ascertain interests, and create a qualified lead,
the website 150 may need to identify individual visitors 158, then
track and store information such that the visitor's overall quality
as a lead can be assessed. When a visitor 158 first accesses the
website 150, the visitor 158 may be classified as an anonymous
visitor. The interactions with the website 150 by an anonymous
visitor 158 may be a singular visit, or they may be comprised of
multiple visits, where each visit may have one or multiple page
requests within the website 150. The end of a visit may be governed
by a period of inactivity, and a visit may be deemed complete after
the period of inactivity surpasses an established visit-timeout
value. For example, a period of inactivity of 30 minutes may signal
the end of a visit. In some embodiments, if a visitor 158 closes
their browser and returns within the timeout period, the visitor
158 may be credited with a new visit rather than a continuation of
the previous visit. Some embodiments may also use an aging cutoff
to detect stale visitors 158. For example, if the time between
visits to the website 150 exceeds the aging cutoff, such as 120
days, and the visitor 158 has not submitted information for a user
profile, then the website 150 may start a new user profile for the
visitor 158. Alternatively, if the visitor 158 has established a
user profile, then an expired account may reset certain information
in the user profile that is likely to be stale at that point.
[0037] To track a visitor 158, the lead management system 120 in
the WCMS 100 may have logic added to at least some of the published
pages within the website 150 specifically for this purpose. For
example, the website 150 could check for a vmSessionId cookie,
which may include a string token that may uniquely identify a
visitor 158. If such a cookie exists, the website 150 may load any
information that has been saved by the website 150 for that
particular visitor 158. If the vmSessionId cookie does not exist,
the website 150 may create a new anonymous visitor 158 profile and
create a vmSessionId cookie in the browser of the visitor 158.
Additionally, if the visitor does not have a vmSessionId cookie,
the website 150 may present the visitor 158 with the opportunity to
provide identifying information, such as a user name and/or
password to identify the visitor 158. In this case, the website 150
may recreate a vmSessionId cookie and load information about the
visitor 158 from a stored user profile. This may allow the website
150 to recognize the visitor 158 on a subsequent visit without the
visitor 158 being required to provide any identifying
information.
[0038] After an anonymous user profile is established for the
visitor 158, any information provided by the visitor 158 and any
information that may be ascertained by analyzing the interactions
of the visitor 158 with the website 150 may be stored in the user
profile. As more information is collected from a visitor 158, the
anonymous user profile may be populated such that the visitor 158
is no longer considered anonymous, but instead becomes an engaged
prospective sales lead. All aspects of the website interaction may
be stored in the user profile, such as the interests, contact
information, and/or business needs of the visitor 158. The various
uses and function of the user profile are discussed in greater
detail later in this disclosure.
[0039] While much of the information stored in a user profile may
be provided by the visitor 158 or ascertained by analyzing the
visitor's website interactions, it is also possible to import
information about a visitor 158 based on the an IP address. In one
embodiment, the website 150 may be able to detect the IP address of
the visitor 158, and then an exiting database may be queried using
the IP address to gather additional information about the visitor
158. For example, Demandbase.RTM. is a third party service that can
provide information about a business based on an IP address.
Another such product is Geo Location from MaxMind.RTM., which
provides geographic location information based on the IP address of
the visitor 158. The information acquired from an IP mapping
service may be imported into the user profile of the visitor 158.
In the case where visitor 158 is new or anonymous and the user
profile is empty, the information from the IP mapping may be used
to initially populate a user profile with information. Using
services such as these also relieves the visitor 158 of the need to
provide this information themselves, which may in turn ease the
process of creating a qualified sales lead.
[0040] In addition to individual user profile, accounts may also be
established for businesses. A business account may be established
explicitly by the business by registering as such with the website
150. Alternatively, if a visitor 158 provides information
identifying the business of the visitor 158, a separate business
account may be created. In some embodiments, IP mapping as
described above may be used to identify a business and to identify
individual visitors associated with that business. For example, a
new visitor 158 may access the website 150, and the website 150 may
recognize the IP address of the visitor 158 as belonging to, for
example, Limelight Networks. In this case, a business account for
Limelight Networks may be created and populated with information
about the business through methods similar to those described
above. Additionally, a user profile could be created for the
visitor 158, and the user profile could be linked to the business
account, and/or information from the business account could be
imported and stored in the user profile. Business accounts may be
very important for a website 150 to ascertain, particularly in the
context of business-to-business solutions for which the embodiments
described herein are concerned.
Lead Scoring
[0041] Lead scoring is a method for a marketer to quantitatively
assess a sales prospect's interest in the marketer's products. The
marketer may define parameters for creating, incrementing, and
decrementing lead scores based on various factors. Explicit factors
may be used, such as demographic information, expressions of the
interests of a visitor 158 in the marketer's products, company
size, industry segment, job title, and/or geographic location.
Implicit factors may be derived by monitoring a sales prospect's
behavior. Examples of implicit factors may include website visits,
e-mail openings, clicks on advertisements, and/or accessing
information. Any of these explicit or implicit factors may be
tracked by the marketer and may contribute, either positively or
negatively, to a lead score. Generally, a higher lead score may
indicate that the prospect is likely to respond favorably to
further interaction with the marketer's attempts to solicit a sale,
and that eventually the prospective customer should be routed from
marketing to the sales department.
[0042] In the context of a website 150 operated by a WCMS 100, the
concept of lead scoring may be tailored to track the actions of a
visitor 158 to the website 150. Explicit factors contributing to
lead score of the visitor 158 may include filling out online forms,
requesting information, participating in chats, and/or registering
a user profile with the website 150. Implicit scores may be derived
from monitoring various forms of the online behavior of the visitor
158, such as number, frequency, and recency of website visits,
whitepaper downloads, website navigation, access of specific
content, and/or searching for products or solutions. Each of these
factors may have a numerical score associated with the factor, and
that score may be added to, or subtracted from, the overall lead
score of the visitor 158. Scoring may be dynamic, such that the
score associated with a current action may be increased or
decreased based on previous actions. For example, each visit to a
webpage that is related to the same topic may increase the score
associated with each successive viewing of each new webpage. On the
other hand, multiple views of the same webpage may decrease the
score associated with each successive viewing of the same
webpage.
[0043] As the lead score for a particular visitor 158 increases
during their association with the website 150, the WCMS 100 may
take actions to increase the website's interactivity with the
visitor 158. Generally, certain threshold values may be established
to act as triggers. As the lead score of the visitor 158 crosses a
threshold value, the website 150 may present the visitor 158 with
more interactive content that may be calculated to increase the
assumed interests of the visitor 158 in the offerings of the
website 150, or to solicit additional information from the visitor
158. The lead score of the visitor 158 may cross the threshold
value in both the positive and negative direction. Crossing a
threshold in the positive direction may indicate that the visitor
158 is expressing increased interest in the website 150, while
crossing a threshold in the negative direction may indicate that
the visitor 158 is losing interest in the website 150. In either
case, the website 150 may need to show content that is more
targeted towards the interests of the visitor 158, or the website
150 may need to show content that is more varied in order to find
something that the visitor 158 is more interested in viewing. In
some embodiments, a threshold score may be determined, which when
crossed, may designate the visitor 158 as a qualified lead, i.e., a
lead that is ready for more aggressive and/or direct contact with a
sales department associated with the website 150. When the lead
score of the visitor 158 indicates a qualified lead, the WCMS 100
may be programmed to alert the sales department, to present
purchasing opportunities to the visitor 158, or to take any other
action that may be calculated to follow up the expressed interest
of the visitor 158 with a sales opportunity.
[0044] Lead scoring may take various forms, and may depend on a
number of different factors associated with the website 150. In
some embodiments, a score may be associated with each detectable
action taken by a visitor 158 while interacting with the website
150. For example, a value of "25" may be added to the lead score of
a visitor 158 every time the visitor 158 downloads a document from
the website 150. In this case, the action of downloading the
document could be statically programmed into the WCMS 100 such that
every instance of downloading the document may increase the lead
score of the visitor 158 by 25 points. On the other hand, it may
also be beneficial to dynamically determine the appropriate score
at the time of the action based on the history of actions by the
visitor 158 and how those actions correlate with the interests of
the visitor 158. For example, the website 150 may be added to the
lead score of the visitor 158 when the visitor 158 downloads three
or more documents, in addition to tracking and scoring each of the
individual downloads.
[0045] In one embodiment, visitor 158 interactions with the website
150 may generally be placed in three categories for scoring: (1)
content and media items, (2) actions, and (3) information
submissions. Content and media items may include viewing videos,
product specifications, sample code, and/or training materials,
downloading trial software, white papers, audio or video
presentations, or using online resources, such as web forms, online
calculators, spreadsheets and/or the like. The action category may
include searches, number of visits, frequency of visits, navigation
between pages, accessing content through specific web portals,
adding items to a resource portfolio, creating a user profile,
saving research trials and/or searches in a user profile, and/or
the like. Information submissions may include all instances where
the visitor 158 provides personal or business information to the
website 150, for example, filling out a web form, saving
information in a user profile, revealing an association with a
business, and/or expressing interest in business solutions
associated with the website 150. These categories are illustrative,
and not meant to be limiting. It will be understood that these
categories may be changed to meet needs and content of each
individual organization and website.
[0046] When a WCMS 100 is used to present a website's content, the
score for each type of interaction may be determined within the
WCMS 100. A section of the WCMS 100 interface may be set aside for
setting the threshold lead scores and the corresponding actions
that may be taken in response to the crossing threshold scores.
FIG. 3 illustrates one embodiment of an interface for managing a
lead score 310. The interface 300 may be a tab within the WCMS 100
that displays a form where the website programmer may set and/or
adjust the "qualified lead" score threshold 320. The threshold 320
may be set universally and applied to each visitor 158, or the
threshold 320 may be set differently for different classes of
visitors 158. For instance, the threshold 320 may be set to "100"
for visitors 158 who are unassociated with a business account,
while the threshold 320 may be set to "75" for visitors 158 who are
associated with a business account, and so forth.
[0047] In addition to setting the threshold levels, a WCMS 100 may
include an interface for setting the scoring values for each
instance of visitor interaction with the website 150. For example,
a WCMS 100 may include a means for selecting specific content,
media, and/or actions and may assign a lead score value to each
type. In one embodiment, a lead score value is set for each content
instance of a certain type. For example, when a visitor watches any
demonstration video, a score of "10" may be added to the visitor
158's lead score 310 of the visitor 158. Content may be scored
collectively based on content type (video, audio, and/or documents)
or by content category (products, research, and/or marketing) or by
interest of the visitor 158 (solutions for managers). If no score
is set for a particular type of interaction, the WCMS 100 may set a
default scoring level to apply to each unassigned interaction.
[0048] Additionally or alternatively, each instance of a website
interaction may be scored individually. One embodiment may allow
for assigning specific scores to each instance, such that
downloading a first white paper would have a score of "10", while
downloading a second white paper could have a score of "15".
Assigning values to specific content may be done by a website
developer and available to the WCMS 100 through exposed tags in the
content code that may be accessible to the WCMS 100, or the scores
may be entered into the WCMS 100 by marketers when the content is
published to the website 150.
[0049] Turning to FIG. 4, which illustrates one embodiment of an
interface for setting individual lead score values associated with
receiving user profile information. Table 400 includes a list of
various types of information that may be requested from a visitor
158, such as e-mail, job function, size of company, etc. Column 401
includes a list of various profile fields that may be presented to
a visitor 158 in order to elicit the desired information. Column
403 includes an editable list of scores that are associated with
each piece of profile field. For example, if a visitor 158 fills
out a web form and provides an e-mail address 410, then the
associated lead score 415 of "10" could be added to the lead score
310 of the visitor 158.
[0050] When determining the lead score values to associate with
each type of visitor 158 interaction, it may be advantageous to
develop a scoring strategy to avoid overlapping lead score
contributions and accurately gauge visitor 158 interest. For
example, it may be necessary to divide the lead score points
between viewing a page with a download link, clicking on the link,
and watching media associated with the link. Additionally, there
are a variety of ways to establish, track, and divide lead scores
for the website's content and actions. It will be understood that
the lead scoring methods described above are merely
illustrative.
Progressive Profiles
[0051] When a visitor 158 is associated with a user profile, the
website 150 may be programmed to collect personal, business and
other information from the visitor 158. In a way to similar to how
a lead score may indicate the value of a visitor 158 based on their
activity on the website 150, a user profile may be incrementally
filled with information and indicate a the willingness of the
visitor 158 to receive further sales interactions. A progressive
profile may be defined as a user profile designed to have a number
of different levels corresponding to increasing amounts of
information provided by the visitor 158. Progressive profiling
enables marketers to capture an increasing amount of information
about the visitor 158 over time, incrementally enriching the user
profile. Generally, a visitor 158 will gradually complete their
profile; however, it is also possible for a visitor 158 to supply a
large amount of information in a single session and jump multiple
profile levels.
[0052] In one embodiment, the each profile level is associated with
a certain type or number of information fields 402 that must be
completed by the visitor 158 before the profile is allowed to
progress to the next level. FIG. 5 illustrates an embodiment of a
state diagram illustrating a progressive profiling scheme. The
progression between the various levels in the progressive profiling
scheme 500 depends, at least in part, on the amount of information
provided by a visitor 158. When a visitor 158 first encounters the
website 150, the visitor 158 may be associated with an anonymous,
or entry level profile 502. The entry level profile 502 may be
assigned to a new visitor 158, or to a visitor 158 for whom there
is very little known information. At a certain point, the visitor
158 may be asked for identifying contact information. If the
visitor 158 provides the identifying contact information, the
profile progresses to the next level, which may be termed the
"Identification Level" 504. Similarly, if the visitor 158 continues
to navigate through the website 150 and/or access content, the
website 150 may be programmed to present the visitor 158 with the
opportunity to provide a second level of information. The second
level of information may relate to business needs. If the visitor
158 provides the business needs information, the profile may
progress to the next level, which may be an "Identify Pain Points"
level 508. Finally, at some point the visitor 158 may be given the
opportunity to provide the website 150 with purchasing information.
If such information is provided, the profile may progress to a
final level termed the "Buying Horizon" level 512.
[0053] The example shown in FIG. 5 is merely illustrative, and is
not meant to be limiting. It will be understood that many different
profile progressions may be used, and that the information required
from each level may be tailored to meet the unique needs of a
business. For example, a company may require extensive contact
information, including first name, last name, username, e-mail,
address, city, state, zip, country, company, phone number, fax
number, mobile number, website, birth date, and/or ideal contact
times, etc. For business information, a website 150 may be
programmed to require a business name, industry, size of company,
listings of various business interests, revenues, and/or problems
that the visitor 158 is attempting to solve. For purchasing
information, the website 150 may be programmed to require a budget,
purchasing timeframe, role in the purchasing process, purchasing
contact, and/or a listing of more specific business interests.
These types and categories of information may be enlarged or
reduced, and may be subdivided according to the marketing plan of
the website owner. In one embodiment, the desired profile fields
may first be chosen, and then they may be grouped by type and
divided into various progressive profile levels that are arranged
according to perceived willingness of the visitor 158 to divulge
the information.
[0054] Some embodiments present the same profile questions to every
visitor 158 associated with a given profile level. However, some
embodiments may allow the progressive profile questions to be
tailored to the type of visitor 158, such that different visitors
may receive different questions at the same level based on
information that has already been provided. Certain questions may
pertain to, or change depending upon, answers to previous
questions. For example, during a request for information, a visitor
158 may be presented with the question "How large is your
business?" If the visitor 158 responds with a business size that is
larger than a threshold number, then the next question may ask
about topics that would only apply to a large business. On the
other hand, if the visitor 158's response indicated that the
business is comparatively small, then the next question may ask
about topics that would only apply to a small business. It will be
understood that many variations are possible when segmenting the
profile questions into different categories. Some embodiments allow
the website 150 to use complex rules for segmenting the order,
number, and topics for each profile questionnaire. For example, it
is possible to have an interface in the WCMS 100 where rules and
alternatives for each question may be selected and tailored to the
individual visitor type.
[0055] In some embodiments, the profile levels/information and lead
score 310 of the visitor 158 may both be stored in the user profile
of the visitor 158, yet these two measurements of lead progress may
be largely independent of each other. However, in one embodiment,
the lead score may be used to trigger the requests for visitor 158
information required to progress through the profile levels.
Turning now to FIG. 6, which illustrates an embodiment of a state
diagram for a progressive profile system that uses the lead score
of a visitor 158 to trigger requests for visitor 158 information
and profile level advancement. When a visitor 158 first encounters
the website 150, the visitor 158 may be associated with an entry
level profile 502. As the visitor 158 interacts with the website
150, the visitor's lead score may increase and decrease based on
the types of interactions in state 640. So long as the lead score
of the visitor 158 stays below the threshold, no action will be
taken, and the visitor 158 will persist in the "Entry" profile
level 502. If at some point the lead score of the visitor 158 meets
or exceeds the threshold, the website 150 may present the visitor
158 with the opportunity to provide contact information to the
website 150 in state 650. If the visitor 158 provides the requested
information, the profile level of the visitor 158 may increase to
the "Identification" level 504. On the other hand, if the visitor
158 fails to provide the requested information, the profile level
of the visitor 158 may revert back to the "Entry" level 502. If the
user profile level reverts back to the "Entry" level 502, then the
visitor 158 may be presented with a similar information request
each subsequent time that a visitor 158 interaction is detected and
the score increases above the threshold value. Alternatively, the
lead score of the visitor 158 may be reset or reduced to the
threshold of the current level, or the threshold value of the next
level may be increased to allow for more navigation before the next
information request is made.
[0056] Other factors may be used in addition to using the lead
score of the visitor 158 as a mechanism to trigger presenting the
visitor 158 with an information request. In some embodiments, a
specific type of visitor 158 interaction, such as accessing a
specific section of content may trigger an information request,
even if the lead score of the visitor 158 has not yet reached the
threshold value. In this case, content may be "gated" such that
only visitors who have achieved a certain profile level may be
allowed to access the gated content. For example, in order to
access a demonstration video of a product solution on the website
150, a visitor 158 may be required to provide enough information to
have progressed past the first profile level. If the visitor 158
has already provided enough information to move to the second
profile level, then the visitor 158 may be able to access the
content. If instead the visitor 158 has not yet provided enough
information to move beyond the first profile level, then the
visitor 158 may be diverted from the demonstration video and given
an opportunity to provide the requested information. If the
information is provided at this time by the visitor 158, the
visitor 158 may be given access to the demonstration video. On the
other hand, if the visitor 158 does not provide all of the
requested information, the website 150 may deny access to the
demonstration video, or it may grant some form of limited access,
such as a one-time viewing of the demonstration video. Using gated
content in this manner may entice the visitor 158 to provide
information to the website 150 that the visitor 158 might otherwise
be reluctant to divulge.
[0057] When using gated content as described above, it may be
necessary for the visitor 158 to ascend through two or more profile
levels during the same interaction. For example, if the visitor 158
attempts to access content that has been gated at a certain profile
level, then the visitor 158 may be required to provide information
required for each profile level between the current level of the
visitor 158 and the level required to access the content. Turning
back to FIG. 5, if a visitor 158 with an "Entry" level profile 502
has attempted to access content gated at the "Identify Pain Points"
level 508, the visitor 158 would be presented with the opportunity
to provide information required to advance to both the
"Identification" level 504 and the "Identify Pain Points" level
508. These requests could be presented simultaneously in the same
web form, or they could be presented sequentially, so that if the
visitor 158 fills out the "Identification" level information, but
chooses not to fill out the "Identify Pain Points" level
information, the profile level of the visitor 158 may still
increase to the "Identification" level 504. If enough information
is provided to advance the visitor 158 at least one profile level,
but not enough is provided to advance the visitor 158 to the
profile level required by the gated content, then the website 150
may block access to the content, provided limited access to the
content, or it may provide full access to the content.
[0058] In addition to ascending multiple levels when gated content
is accessed, it may also be possible to ascend multiple profile
levels when information is imported from a business account or
discovered via an IP address. When a user profile is associated
with a business account, information from the business account may
be associated with the user profile, or the information may be
imported and stored in the user profile. If all of the information
required for a profile level is imported or available from a
business account, then the profile level of the visitor 158 may be
increased without requiring the visitor 158 to provide any
additional information.
[0059] Additionally, if only a portion of the information required
for a certain level is included in the business account, then only
the remaining information may need to be requested from the visitor
158 to ascend to the profile level. Such a request may occur when
the profile trigger event occurs, when the visitor 158 accesses
gated content at that level. Additionally, the visitor 158 may be
given the opportunity to immediately supply the information when
the relationship is established with the business account.
Similarly, if information about the visitor 158 is received by
using the IP address of the visitor 158, the profile level may be
increased in the same way.
[0060] In some embodiments, the various profile levels, with their
associated trigger events and information requests, may be
established and adjusted within the WCMS 100. Turning now to FIG.
7A, which illustrates an embodiment of an interface for selecting
information fields for a profile level. The interface 700A includes
a subset of information fields that may be included in a request to
the visitor 158. For example, it is possible to select the "First
Name" 702, "Job Title" 703, and "E-mail" 701 fields as information
required to progress to the "Identification" level 502 of the
profile progression. It is understood that many different
information fields may be displayed and selected, and that the
listing in FIG. 7A is merely illustrative. FIG. 7B illustrates an
embodiment of an interface in the WCMS 100 for selecting the
trigger events for each profile level. The interface 700B makes it
possible to define and name a number of discrete levels 711. The
interface 700B also allows for the selection of a lead score 712
that may act as a trigger for each level, 711 as well as an order
of progression 713 between the profile levels 711 and the number
and types of information fields 714 required for each profile level
711. Other embodiments may use different styles and methods of
creating and adjusting progressive profiles.
Interests
[0061] In addition to tracking the lead score, profile level,
business account, and provided information, some embodiments of the
current invention also determine and/or solicit a set of interests
from a visitor 158. "Interests" as used herein, represent the
classification of visitors. For example, interests may map to
different types of personas that the website 150 is intended for.
Interests could also map to different business solutions offered by
the website 150, or to main verticals served by the operator of the
website 150.
[0062] It may be useful to draw a distinction between the interest
assignment and utilization that takes place in certain embodiments
described herein and the "suggested products" or banner
advertisements that are often displayed on retail websites. The
interests in this invention are not based on the physical or other
characteristics of products viewed by a customer, nor are they
based on activity on websites outside of the immediate domain of
the business website 150 used by these embodiments. The interests
of these embodiments are ultimately used to identify business
problems that the visitor 158 is concerned with and to link them to
business solutions provided by the organization of the website 150
in the business-to-business market context. Unlike most advertisers
that track visitors 158 across various sites without recording
identifiable information, the interests of these embodiments rely
heavily on identifying information provided by a visitor 158, and
refine the interests based in this information with each successive
interaction with the website 150.
[0063] For example, Google's AdSense software attempts to produce
advertisements based on tracking a user's web interaction over a
numerous sites without recording identifying information. In
contract, the embodiments of the lead management system in this
invention rely heavily on person information provided voluntarily
from a visitor 158, and only uses that information within the
single website 150 administered by the WCMS 100. Additionally,
embodiments of the lead management system of this invention attempt
to match business solutions offered by the website 150 to the
business associated with each visitor 158, while advertising
software targets retail products for individual purchasers. While
the website 150 using these embodiments may include advertisements
administered by third parties such as Google's AdSense, no data
would be shared, the products would be very dissimilar, and the two
systems would operate on completely different principles.
[0064] The number and types of interests may vary, and may be
tailored to the needs of each individual business. Typically, the
number of interests will be small compared to the number of
categories for content on the website 150. In one embodiment, the
website 150 content is first divided into categories, and then
visitor 158 interests are established independently. The number of
categories may correspond to individual products, departments,
types of media, authors of documents, etc., and these categories
may be extensive. In comparison, the website 150 may only have a
few interests corresponding to the different major problems that
are addressed by the business solutions of the website 150.
[0065] One method for determining the interests of a visitor 158 is
to track the interactions of the visitor 158 with the website 150.
Content and navigation actions can be related to one or more
interests, and those interests may then be related to the visitor
158. FIG. 8 illustrates one embodiment for relating interests to
categories of content. Each instance of content, such as a document
830-2 or a product video 830-1, is assigned to at least one content
category 810. Each content category 810 may then be associated with
one or more interests 820. A content category, such as category B
810-2, may be associated with more than one interest, such as
Interest A 820-1 and Interest B 820-2. For example, a series of
white papers may be related to an interest named "Marketing
Solutions" and related to an interest named "Management Solutions."
Individual instances of content within a category may also be
assigned to an interest in addition to, or in the place of, the
interest assignments of the content category. For example, document
830-4 may be individually assigned to Interest B 820-2, while the
rest of the content in category C 810-3 may be associated with
Interest A 820-1. In another example, document 830-4 may be
assigned to both Interest A 820-1 and Interest B 820-2, while the
rest of the content in category C 810-3 may be only associated with
Interest A 820-1.
[0066] As a visitor 158 interacts with the website 150 by accessing
content, the interests associated with the content may be imputed
to the visitor 158. In one embodiment, after a visitor 158 has
accessed a threshold number of content items associated with an
interest, that interest may be recorded in the user profile of the
visitor 158 as an interest for the visitor 158. A visitor 158 may
be assigned multiple interests. Assigning an interest may depend on
quantity, frequency of access, and a comparison to other interests.
For example, if a visitor 158 accesses three different documents
all pertaining to a single interest, that interest may be assigned
to the visitor 158. On the other hand, if in addition to those
three documents, the visitor 158 accessed ten documents in each of
two different interests, then the later two interests may be
assigned to the visitor 158 instead of the first interest because
the visitor 158 exhibited more interest in the latter two interests
by comparison. It will be understood that interests may be
dynamically assigned and unassigned to each visitor 158 based on
the continued interactions by the visitor 158 and his/her
expression of interests.
[0067] In addition to determining the interests of a visitor 158
based on the interactions of the visitor 158 with the website 150,
some embodiments also determine interests both implicitly and
explicitly from the user profile of the visitor 158. When a visitor
158 provides certain types of information, such as business type,
business role, business size, and/or various "pain points"
(business problems in need of a solution), this information may
lead to the assignment of one or more interests. For example, if
the interests of the website 150 are related to the business role
of the visitor 158, such as manager, IT specialist, or marketing
and sales representative, then a visitor 158 who selects a business
role that can be mapped to one of these website 150 interests, and
the interest may be assigned to the user profile of that visitor
158. The interests of a visitor 158 may also be explicitly assigned
by presenting the visitor 158 with a listing of interests during a
request for information when the visitor 158 attempts to ascend to
a higher profile level. A visitor 158 who selects categories of
interests may be assigned those interests. Alternatively or
additionally, assignment of an interest that is explicitly chosen
by a visitor 158 may be overridden by the interactions of the
visitor 158 with the website 150, or vice versa. For example, if a
visitor 158 selects an interest corresponding to marketing and
sales, but the interactions of the visitor 158 exhibit only an
interest in management solutions, then the marketing and sales
interest may be replaced or supplemented by the management
solutions interest.
[0068] A visitor 158 may also be assigned interests based on an
association with a business account. A business account may have
interests assigned to it in the same way that a visitor 158 is
assigned interests. Information provided by the business may
reveal, either implicitly or explicitly, that the business is
concerned with particular interests. Additionally, a business
account may be assigned interests based on the interactions and
information provided by visitor 158 associated with the business
account. For example, if a large number of visitors associated with
a single business account express or demonstrate an affinity for a
particular interest, then that interest may be assigned to the
business account. Similarly, each individual visitor 158 who is
assigned to the business account may be linked to the interests of
the business account. Interests that are passed between visitors
and a business account may be dynamically updated based on new
activity and usage thresholds. For example, if a business account
is assigned a marketing and sales interest, but each visitor 158
who is subsequently associated with the business account expresses
or displays an interest in management solutions, then the marketing
and sales interest may be removed from the business account, as
well as from each of the individuals associated with the account.
This example is merely illustrative, and it will be understood that
many different methods may be used to tailor the assignment and
updating of interests between visitors and businesses according to
the individual needs of the organization of the website 150.
[0069] Interests may be assigned, updated, and determined according
to fields in an interface within the WCMS 100. FIG. 9 illustrates
an embodiment of an interface for creating and assigning interests.
The interface 900 includes a listing of interests 910 that have
been created within the WCMS 100. Interests may be added or removed
from the list using the buttons 940 on the interface 900. Each
interest 910 may be assigned to one or more categories of content
on the website 150 using a categorize link 930 that allows for the
assignment of interests to categories. Of course, many different
types of interfaces are possible, and interests may be created and
assigned in alternative ways. For example, each content instance
could be assigned to an interest by a content designer or web
programmer.
Using Interests, Profiles, and Lead Scores Create Qualified Sales
Leads
[0070] Although they are stored in separate fields, it should be
apparent that a visitor 158's lead score, profile information, and
interests are inter-related in how they are assigned and
accumulated in this invention throughout the interaction of a
visitor 158 with a website 150. Additionally, the lead score,
profile information, and interests can be used to tailor the
experience of a visitor 158 with the website 150, to guide the
visitor 158 to business solutions that are most likely to meet the
business needs of the visitor 158, and to create a qualified lead
to be passed on to the sales department of the website's
organization.
[0071] As interests are assigned to a visitor 158 and profile
information is obtained, the website 150 may provide for
conditional content to tailor the experience of the visitor 158. As
described earlier, some content may be gated, such that the visitor
158 is required to provide information and raise their profile
level before the gated content may be accessed. If the visitor 158
fails to provide the required information, the visitor 158 may
instead be presented with alternative content based on the
interests of the visitor 158 or partial profile information that
may be designed to entice the visitor 158 to provide the required
information and view the originally requested gated content. Also,
content could be dynamically presented based on the lead score of
the visitor 158. For example, content X could be displayed for
visitors with a low lead score, whereas content Y may be displayed
for more engaged visitors with a higher lead score. In another
example, a simpler, more streamlined interface may be displayed for
a new visitor 158 with a low lead score, whereas a more complete
and/or detailed interface may be used for a more engaged visitor
158 with a higher lead score.
[0072] Featured solutions, articles, and/or marketing videos may
also be dynamically displayed based on the interests and/or profile
of the visitor 158. As the interests of a visitor 158 are
identified, the website 150 may dynamically display content that is
tagged with the interests of the visitor. For example, the visitor
158 may have an interest named "Corporate Branding and Marketing."
On the home page of the website 150, the business solutions and
content related to "Corporate Branding and Marketing" may be
prominently displayed, and additional white papers, demonstration
videos, and/or more advanced materials may be added to the areas of
the website 150 dedicated to that interest. Also, a user profile
may include geo-location data based either on the physical address
of the visitor or on a detected IP address. For example, the
website 150 may present solutions, information, or live seminars or
demonstrations that are located in the same geographic region as
the visitor 158.
[0073] In additional to tailoring the content, the layout of the
website 150 may change according to the interests and lead score of
the visitor 158. In some embodiments, the links on the website 150
may be presented in a different order or prominence to emphasize
the areas of the website 150 that correlate strongest with the
interests of the visitor 158. Additional content and hyperlinks may
become available that align with the interests of a visitor 158 as
they are identified. In other embodiments, the lead score or
profile level of a visitor 158 may determine the amount of the
website 150 that is available. For example, a new visitor 158 with
a low lead score and/or a low profile level may be presented with
fewer hyperlinks, whereas a more engaged visitor 158 and/or a
visitor 158 with a higher profile level may have more hyperlinks
presented in order to open up more of the website 150 for
exploration.
[0074] The tailoring of the layout of the website 150 and the
content presented to the visitor 158 described above utilizes the
profile and/or interests of the visitor 158. However, it is also
possible to tailor the layout and content of the website 150 for a
visitor 158 who is anonymous when he/she first interacts with the
site using the IP mapping techniques also described above. A
visitor 158 who is anonymous may not have any information stored in
the associated user profile when first accessing the website 150,
but when the IP address of the visitor 158 is detected, profile
information may be used to populate the user profile of the visitor
158. This information may be used to tailor the content and/or
layout of the website 158 on the first visit of the visitor 158 to
the website 150, even though the visitor 158 has not yet provided
any information to the website 150. Thus, the visitor 158 may be
presented with content and layouts that are of interest to the
visitor 158 without the visitor 158 needed to take any action other
than to visit the website 150.
[0075] An option may also exist for a visitor 158 to save content
and links in a resource portfolio. A resource portfolio may be an
area where highly targeted content can be saved and viewed by the
visitor 158, and it is stored in association with the user profile
of the visitor 158. A resource portfolio may include content that
has been saved by the visitor 158 for easy reference, e.g., by
using a link or button on the website 150 that displays a message
similar to "save this item to my resource portfolio." It may also
include content that is related to content that the visitor 158 has
saved and/or viewed. It may also include content that is personally
targeted to the particular visitor 158, or to visitors associated
with a business account, by a marketer or salesperson associated
with the operator of the website 150. The resource portfolio may
also include content that is suggested based on the interests of
the visitor 158. For example an interest in "Corporate Branding and
Marketing" may automatically produce content and/or links to
content in the resource portfolio that is tagged with the
"Corporate Branding and Marketing" interest. The name "resource
portfolio" is merely descriptive of this feature's functionality,
and it will be understood that any name can be displayed for the
visitor 158 based on the desired aesthetics or look and feel of the
website 150.
[0076] As described above, the requests for information from the
visitor 158 may come in the form of a web form to be filled out by
the visitor 158. The questions may change or be presented in a
different order based on the interests or lead score of the visitor
158. At a point where the interests of the visitor 158 have been
sufficiently established, or when the lead score of the visitor 158
reaches a certain threshold, the profile questions may become more
directed towards establishing a sales contact with the visitor 158.
For example, advanced questions may be presented on forms entitled
something to the effect of "Contact Us", "Request a Demo", or
"Register for a Webinar".
[0077] In some embodiments, the visitor 158 may be allowed to view,
modify, or add to the user profile of a visitor 158. For instance,
if the visitor 158 reaches a certain profile level, reaches a
certain threshold lead score, or explicitly requests access to the
user profile, the website 150 may allow the visitor 158 to access
at least some of the information that has been stored in the user
profile. This may allow the visitor 158 to correct any incorrect
assumptions regarding the interests of the visitor 158. Or, it may
allow the visitor 158 to select interests in areas that the visitor
158 has not yet explored on the website 150, such that content and
navigational links may be available when the visitor 158 chooses to
investigate that interest. Access to the user profile information
may be made available to a visitor 158 via a form, link, or tab on
the website 150, such as a "My Profile" page or link. The user
profile may be accessed via a user name and password that is
individual to each visitor 158. Alternatively, the user profile may
be accessed via user credentials that are shared between at least
some of the visitors that are related to a single business
account.
[0078] Another use for the profile, interest, and/or lead score
data is to provide feedback about the performance of the website
150. One goal of the profile, interest, and lead score system is to
help visitors progress from their first interaction through various
profile levels until the visitor 158 is determined to be a
qualified lead and ready for contact from a sales representative.
By tracking visitors and storing information in a user profile,
data can be presented that may diagnose where how well the website
150 is progressing visitors to become qualified leads. FIG. 10
illustrates an embodiment of an interface displaying statistical
information regarding visitor 158 activity and website 150
performance. A visitor dashboard 1000 may include a number of
options for manipulating and displaying data related to visitor 158
progression. For example, there may be controls 1040 for choosing a
range a dates, type of visitor, and/or visitors associated with a
particular interest. The visitor dashboard 1000 may also include
various ways of displaying the visitor statistics, such as a graph
1030 illustrating the number of active visitors that are at each
profile level. There may also be statistics displaying
distributions 1020 of visitors who have become engaged with the
website 150 and/or progressed on to become a qualified lead. Other
statistics may be displayed in a summary window 1010, which might
display data such as the number of new visitors, the number of page
views, and completion percentage for each level of requested
information. It will be understood that many types of statistics
may be displayed depending of the particular website 150, and that
there may be many different ways to display these statistics
according to the needs of the individual businesses using these
embodiments.
[0079] One of the main objectives of tracking interests, profiles,
and/or lead scores is to generate qualified leads. Relying on lead
scoring alone may result in visitors being qualified as a lead by
accumulating a lead score that exceeds the lead score threshold,
but for which very little information is known. By ascertaining a
lead's interests, a qualified lead may be approached with specific
products and by specific people with an expertise in the areas that
match the interests of the visitor 158. Additionally, by
progressively creating a user profile, the visitor 158 may be
immediately contacted once qualified as a lead. This makes the
transition from being a visitor 158 on a website 150 to a qualified
lead much more seamless, such that the visitor 158 may not even be
aware that such a transition has been made. Without progressive
profiling, the visitor 158 would be forced to provide all the
information at once during the transition to become a qualified
lead. Such a scenario may be overwhelming to the visitor 158 and
cause the visitor 158 to exit the website 150 before enough of
information and/or interests could be ascertained for a successful
sales pitch.
[0080] The ways in which the lead scores, progressive profiles,
and/or interests have been combined above are merely examples of
ways in which these data may be used to effectively generate
qualified leads. It will be understood that many other combinations
of data may be collected and put to uses other than those described
herein. Each website 150 may have its own designs and sales
objectives for which these embodiments may be tailored in order to
meet various business needs. Also, customization of a website 150
is described using a WCMS 100, but the same customizations could be
performed by application software, a run-time applet, a smart phone
application, or any software functions that provide information to
potential customers and website owners. Therefore, these
embodiments are not limiting, and should be considered only to be a
few of many possible embodiments.
Hardware and Software
[0081] Referring next to FIG. 11, an exemplary environment with
which embodiments may be implemented is shown with a computer
system 1100 that can be used by a designer 1104 to design, for
example, electronic designs. The computer system 1100 can include a
computer 1102, keyboard 1122, a network router 1112, a printer
1108, and a monitor 1106. The monitor 1106, processor 1102 and
keyboard 1122 are part of a computer system 1126, which can be a
laptop computer, desktop computer, handheld computer, mainframe
computer, etc. The monitor 1106 can be a CRT, flat screen, etc.
[0082] A designer 1104 can input commands into the computer 1102
using various input devices, such as a mouse, keyboard 1122, track
ball, touch screen, etc. If the computer system 1100 comprises a
mainframe, a designer 1104 can access the computer 1102 using, for
example, a terminal or terminal interface. Additionally, the
computer system 1126 may be connected to a printer 1108 and a
server 1110 using a network router 1112, which may connect to the
Internet 1118 or a WAN.
[0083] The server 1110 may, for example, be used to store
additional software programs and data. In one embodiment, software
implementing the systems and methods described herein can be stored
on a storage medium in the server 1110. Thus, the software can be
run from the storage medium in the server 1110. In another
embodiment, software implementing the systems and methods described
herein can be stored on a storage medium in the computer 1102.
Thus, the software can be run from the storage medium in the
computer system 1126. Therefore, in this embodiment, the software
can be used whether or not computer 1102 is connected to network
router 1112. Printer 1108 may be connected directly to computer
1102, in which case, the computer system 1126 can print whether or
not it is connected to network router 1112.
[0084] With reference to FIG. 12, an embodiment of a
special-purpose computer system 1200 is shown. The lead management
system 108 and marketing automation system 112 are examples of a
special-purpose computer system 1200. The above methods may be
implemented by computer-program products that direct a computer
system to perform the actions of the above-described methods and
components. Each such computer-program product may comprise sets of
instructions (codes) embodied on a computer-readable medium that
directs the processor of a computer system to perform corresponding
actions. The instructions may be configured to run in sequential
order, or in parallel (such as under different processing threads),
or in a combination thereof. After loading the computer-program
products on a general purpose computer system 1126, it is
transformed into the special-purpose computer system 1200.
[0085] Special-purpose computer system 1200 comprises a computer
1102, a monitor 1106 coupled to computer 1102, one or more
additional user output devices 1230 (optional) coupled to computer
1102, one or more user input devices 1240 (e.g., keyboard, mouse,
track ball, touch screen) coupled to computer 1102, an optional
communications interface 1250 coupled to computer 1102, a
computer-program product 1205 stored in a tangible
computer-readable memory in computer 1102. Computer-program product
1205 directs system 1200 to perform the above-described methods.
Computer 1102 may include one or more processors 1260 that
communicate with a number of peripheral devices via a bus subsystem
1290. These peripheral devices may include user output device(s)
1230, user input device(s) 1240, communications interface 1250, and
a storage subsystem, such as random access memory (RAM) 1270 and
non-volatile storage drive 1280 (e.g., disk drive, optical drive,
solid state drive), which are forms of tangible computer-readable
memory.
[0086] Computer-program product 1205 may be stored in non-volatile
storage drive 1280 or another computer-readable medium accessible
to computer 1102 and loaded into memory 1270. Each processor 1260
may comprise a microprocessor, such as a microprocessor from
Intel.RTM. or Advanced Micro Devices, Inc..RTM., or the like. To
support computer-program product 1205, the computer 1102 runs an
operating system that handles the communications of product 1205
with the above-noted components, as well as the communications
between the above-noted components in support of the
computer-program product 1205. Exemplary operating systems include
Windows.RTM. or the like from Microsoft Corporation, Solaris.RTM.
from Sun Microsystems, LINUX, UNIX, and the like.
[0087] User input devices 1240 include all possible types of
devices and mechanisms to input information to computer system
1102. These may include a keyboard, a keypad, a mouse, a scanner, a
digital drawing pad, a touch screen incorporated into the display,
audio input devices such as voice recognition systems, microphones,
and other types of input devices. In various embodiments, user
input devices 1240 are typically embodied as a computer mouse, a
trackball, a track pad, a joystick, wireless remote, a drawing
tablet, a voice command system. User input devices 1240 typically
allow a user to select objects, icons, text and the like that
appear on the monitor 1106 via a command such as a click of a
button or the like. User output devices 1230 include all possible
types of devices and mechanisms to output information from computer
1102. These may include a display (e.g., monitor 1106), printers,
non-visual displays such as audio output devices, etc.
[0088] Communications interface 1250 provides an interface to other
communication networks and devices and may serve as an interface to
receive data from and transmit data to other systems, WANs and/or
the Internet 1118. Embodiments of communications interface 1250
typically include an Ethernet card, a modem (telephone, satellite,
cable, ISDN), a (asynchronous) digital subscriber line (DSL) unit,
a FireWire.RTM. interface, a USB.RTM. interface, a wireless network
adapter, and the like. For example, communications interface 1250
may be coupled to a computer network, to a FireWire.RTM. bus, or
the like. In other embodiments, communications interface 1250 may
be physically integrated on the motherboard of computer 1102,
and/or may be a software program, or the like.
[0089] RAM 1270 and non-volatile storage drive 1280 are examples of
tangible computer-readable media configured to store data such as
computer-program product embodiments of the present invention,
including executable computer code, human-readable code, or the
like. Other types of tangible computer-readable media include
floppy disks, removable hard disks, optical storage media such as
CD-ROMs, DVDs, bar codes, semiconductor memories such as flash
memories, read-only-memories (ROMs), battery-backed volatile
memories, networked storage devices, and the like. RAM 1270 and
non-volatile storage drive 1280 may be configured to store the
basic programming and data constructs that provide the
functionality of various embodiments of the present invention, as
described above.
[0090] Software instruction sets that provide the functionality of
the present invention may be stored in RAM 1270 and non-volatile
storage drive 1280. These instruction sets or code may be executed
by the processor(s) 1260. RAM 1270 and non-volatile storage drive
1280 may also provide a repository to store data and data
structures used in accordance with the present invention. RAM 1270
and non-volatile storage drive 1280 may include a number of
memories including a main random access memory (RAM) to store of
instructions and data during program execution and a read-only
memory (ROM) in which fixed instructions are stored. RAM 1270 and
non-volatile storage drive 1280 may include a file storage
subsystem providing persistent (non-volatile) storage of program
and/or data files. RAM 1270 and non-volatile storage drive 1280 may
also include removable storage systems, such as removable flash
memory.
[0091] Bus subsystem 1290 provides a mechanism to allow the various
components and subsystems of computer 1102 communicate with each
other as intended. Although bus subsystem 1290 is shown
schematically as a single bus, alternative embodiments of the bus
subsystem may utilize multiple busses or communication paths within
the computer 1102.
[0092] Specific details are given in the above description to
provide a thorough understanding of the embodiments. However, it is
understood that the embodiments may be practiced without these
specific details. For example, circuits may be shown in block
diagrams in order not to obscure the embodiments in unnecessary
detail. In other instances, well-known circuits, processes,
algorithms, structures, and techniques may be shown without
unnecessary detail in order to avoid obscuring the embodiments.
[0093] Implementation of the techniques, blocks, steps and means
described above may be done in various ways. For example, these
techniques, blocks, steps and means may be implemented in hardware,
software, or a combination thereof. For a hardware implementation,
the processing units may be implemented within one or more
application specific integrated circuits (ASICs), digital signal
processors (DSPs), digital signal processing devices (DSPDs),
programmable logic devices (PLDs), field programmable gate arrays
(FPGAs), processors, controllers, micro-controllers,
microprocessors, other electronic units designed to perform the
functions described above, and/or a combination thereof.
[0094] Also, it is noted that the embodiments may be described as a
process which is depicted as a flowchart, a flow diagram, a data
flow diagram, a structure diagram, or a block diagram. Although a
flowchart may describe the operations as a sequential process, many
of the operations can be performed in parallel or concurrently. In
addition, the order of the operations may be re-arranged. A process
is terminated when its operations are completed, but could have
additional steps not included in the figure. A process may
correspond to a method, a function, a procedure, a subroutine, a
subprogram, etc. When a process corresponds to a function, its
termination corresponds to a return of the function to the calling
function or the main function.
[0095] Furthermore, embodiments may be implemented by hardware,
software, scripting languages, firmware, middleware, microcode,
hardware description languages, and/or any combination thereof.
When implemented in software, firmware, middleware, scripting
language, and/or microcode, the program code or code segments to
perform the necessary tasks may be stored in a machine readable
medium such as a storage medium. A code segment or
machine-executable instruction may represent a procedure, a
function, a subprogram, a program, a routine, a subroutine, a
module, a software package, a script, a class, or any combination
of instructions, data structures, and/or program statements. A code
segment may be coupled to another code segment or a hardware
circuit by passing and/or receiving information, data, arguments,
parameters, and/or memory contents. Information, arguments,
parameters, data, etc. may be passed, forwarded, or transmitted via
any suitable means including memory sharing, message passing, token
passing, network transmission, etc.
[0096] For a firmware and/or software implementation, the
methodologies may be implemented with modules (e.g., procedures,
functions, and so on) that perform the functions described herein.
Any machine-readable medium tangibly embodying instructions may be
used in implementing the methodologies described herein. For
example, software codes may be stored in a memory. Memory may be
implemented within the processor or external to the processor. As
used herein the term "memory" refers to any type of long term,
short term, volatile, nonvolatile, or other storage medium and is
not to be limited to any particular type of memory or number of
memories, or type of media upon which memory is stored.
[0097] Moreover, as disclosed herein, the term "storage medium" may
represent one or more memories for storing data, including read
only memory (ROM), random access memory (RAM), magnetic RAM, core
memory, magnetic disk storage mediums, optical storage mediums,
flash memory devices and/or other machine readable mediums for
storing information. The term "machine-readable medium" includes,
but is not limited to portable or fixed storage devices, optical
storage devices, wireless channels, and/or various other storage
mediums capable of storing that include or carry instruction(s)
and/or data.
[0098] While the principles of the disclosure have been described
above in connection with specific apparatuses and methods, it is to
be clearly understood that this description is made only by way of
example and not as limitation on the scope of the disclosure.
* * * * *
References