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Your Audiences Are Not Your Customers: Lessons Learned in Closing Your Ideal Customers & Retaining Them

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Valentin Radu
CEO & Founder at Omniconvert
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Global Growth Marketing Conference 2019
December 10, 2019, San Francisco, USA
Global Growth Marketing Conference 2019
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Your Audiences Are Not Your Customers: Lessons Learned in Closing Your Ideal Customers & Retaining Them
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About speaker

Valentin Radu
CEO & Founder at Omniconvert

In the professional life, I've always been a multi-tasker. From insurance rep to data scientist, from radio entertainer to sales trainer, I've always been chasing new ideas, trying to set my enthusiasm on fire.At this moment, I am growing Marketizator.com - a conversion rate optimization platform that aims to be world's easiest integrated solution to improve conversions.

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About the talk

Track: Product Track

Data can tell us a lot, but not the whole story. After all, your web analytics only record how your audiences behave, and your audiences are not your customers - nor, for that matter, are all your customers good ones. Some are even toxic, costing far more than they’re worth. In this session by Valentin Radu, founder & CEO of Omniconvert, you’ll go on a data-driven journey to discover your Ideal Customer Profile (ICP), so you can start attracting, converting, and retaining the customers that will actually make a difference in your bottom line - and stop wasting your time on everybody else.

00:05 Introduction

04:11 What if the management is the problem in losing customers?

06:18 The customer behaviour is not the problem

08:26 Being data-driven doesn’t mean you’re bias free

13:04 Omniconvert ideal customer profile

14:17 It’s not smart to treat everyone the same

14:56 Customer data collection

16:09 Revenue churn prevention methodology

16:58 Know your ICP

20:13 Behind any problem is a hidden opportunity

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So, your audience means not your customers and during the next. 00:05 I think 25 minutes. 00:11 I'm going to give you. 00:11 Glimpses over the four lessons that I've learned in understanding and closing and retaining our ideal customers. 00:14 So before starting let me give you a glimpse over Sisyphus so. 00:21 That guy. 00:26 Uh was condemned by the gods to push a huge rock towards the Top of the mountain. 00:26

And once he got there with the rock the rock would roll back again and he would start over and over again. 00:35 And that was me and my team. 00:42 3 years ago when we started when we tried to tackle churn customer churn and revenue churn. 00:46 My name is Valentin. 00:54 I've made a lot of terrible mistakes and my only merit is that I I haven't stopped. 00:54

I'm part of Omniconvert we are a global company, 01:02 which addresses the conversion rate optimization and customer experience optimization. 01:05 We work with a lot of companies. 01:11 From various verticals from ecommerce to software as a service and Legion. 01:13 And this is our journey from look-alike customers and this is actually a race have you seen these news. 01:19 There were 8000 Santas running for a good cause. 01:25

Uh that's our journey from 23% 01:30 revenue churn to only 2.7% 01:34 return in January 2019. 01:36 Have you ever heard of this guy Ignaz Semmelweis? 01:36 Which one of you have heard about this guy. 01:43 Nobody that's good so he's a physician he used to work at the General Hospital in Vienna in 1800. 01:46 The mortality rate among his section was staggering so he had a mortality rate of 10%. 01:55

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