Content Search: The customer success superpower

Intuitive front-end search and usage data are powerful tools in the sales armoury for market intelligence publishers. These capabilities enable account managers to adopt a customer success rather than a sales-led approach to growing accounts and renewing subscriptions.

Every touchpoint with subscribers is a chance to nurture relationships. Yet, many account managers miss these opportunities because they don’t have the tools that deliver the insights identifying the value for subscribers.

Content search and usage data enable you to better understand the value each subscriber attributes to your products. Importantly, you can use this information to help subscribers unlock more value, resulting in deeper and longer-lasting relationships.

Answer subscriber queries without contacting an analyst

A content query is one scenario where you could use front-end search to grow an account.

Subscribers frequently ask account managers to help them find specific reports or information. But they’re not analysts, so they must refer these queries to someone who is. This incurs a business cost, and subscribers may need to wait hours or days, particularly if an analyst is in a different time zone.

With access to high-powered content search embedded in the Publish Interactive platform, you can answer more of these queries yourself. You can also use the opportunity to show subscribers related content that may be of interest but not apparent by the report titles.

“With Publish Interactive, you can search the knowledge base quickly and easily to demonstrate the broad range of topics, which might not have been apparent from the report titles. This gives clients a direct insight into what they can buy.”

Edwin Bailey

Director of Marketing & Product Strategy, Publish Interactive

Use data to initiate value-led conversations with subscribers

While front-end search enables you to help subscribers find the right product, usage data delivers insight into how they access and use the content.

For example, perhaps you notice that a subscriber only accesses your products, or conducts certain searches, at the end of the month. Maybe they are using it to inform end-of-month reports or beginning of the month plans?

Using this information, you can now open a conversation with them to discover more about how they use your products. You’ve also created the opportunity to up-sell or cross-sell services that they’d find useful during the other three weeks.

Identify up-sell and cross-sell opportunities

You’re more likely to uncover new opportunities to grow revenue when you have in-depth knowledge about subscribers. Science and Medicine Group (S&MG) agree that usage data generated by the Publish Interactive platform enables their account management team to transform customer engagements into further revenue.

“The strong usage reporting abilities of Publish Interactive are probably one of the most useful elements harnessed by the sales team to both cross and up-sell customers to additional products in our research portfolio.” Devin Holland, Former Director of Business Development, Science and Medicine Group

Using analytics, the S&MG team can monitor and identify the number of reports accessed to see which content areas are of most interest and who is requesting access.  They’ve found that the more insight they have, the easier conversations are with clients.

Turn renewals into routine admin tasks

Ultimately, front-end search and usage data give account managers the power to nurture long-term relationships based on customer success.

When subscribers have confidence that your service meets their needs and provides tangible business benefits, renewal becomes a routine admin task rather than an annual renewal call or account check-in.

Tags

  • Management
  • Search
  • Subscription Renewals

How publishers of market analysis are using technology to streamline subscriber workflows

For publishers of B2B market analysis, creating high-quality content is no longer enough – they must also save their subscribers that most valuable of assets – time.

Time is becoming an increasingly valuable commodity across the board, and the world of B2B publishing is no exception.

Consequently, immediate access to highly targeted, pertinent information and an intuitive, frictionless process to access and re-purpose this information are now key concerns for consumers of market analysis. Publishers can no longer expect to serve up useful content and immediately produce satisfied subscribers – their content must also fit into a well-planned, thoroughly-tested workflow process designed to streamline their subscribers’ time if it is to provide true value.

Here are just a few reasons why publishers should be considering the role their content plays in their subscribers’ day-to-day tasks and we provide an overview of the workflow tools required to streamline these end-user workflows.

Maximising content value in the subscription age

The rise of subscription packages has led to a reciprocal increase in the number of reports users have access to as content becomes more concise and tailored to individual user needs. This trend has meant that ad-hoc purchases of lengthy PDF-authored reports delivered over email and the limited functionality necessary with this delivery method no longer applies to the needs or buying habits of most end-users.

Edwin Bailey, Director of Marketing at Publish Interactive elaborates: “If a subscriber has access to more than one hundred PDF reports, they’re going to need an efficient means of extracting what they need and make all that content work in their favour in a consistent, quick and accurate manner, enabling them to maximise the value of their subscription”.

Large, increasingly diverse libraries of content have made efficient extraction of relevant information a must for publishers and poses a headache for those who have not picked up on this aspect of the end-user journey.

This poses the question: what workflow features can be incorporated into content delivery platforms to streamline the end-user experience?

Search is key

Central to the effectiveness of workflow tools is the quality of search, followed by the structuring of returns. Search functionality is so highly valued that clients have been known to cancel entire global subscriptions if they feel as though their employees cannot quickly and intuitively find the information they need.

The content produced may be valuable, but if it can’t be located what purpose does it serve?

Allowing end-users to search for key terms across an entire library of content, displaying these terms within the context of the report it is found in, and having the ability to filter terms by content type transforms the search-based workflow experience and ensures end-users can quickly find the information they need.

“Search functionality is so highly valued that clients have been known to cancel entire global subscriptions if their employees cannot quickly and intuitively find the information they need.”

Collate and Export

The purpose of workflow tools is to accomplish complex processes with minimal user intervention in as short a time period as possible.

For instance, end-users do not want to compare data or analysis across multiple reports by manually opening and navigating between individual documents. Saving relevant sections, viewing relevant returns for all reports, or viewing corresponding sections side-by-side in report series creates a dynamic, intuitive reading experience free from laborious, manual navigation. Once relevant information is located, it should then be easily saveable to a custom content library for later use.

Allowing subscribers to collate pertinent information in-platform is useful, but publishers have often sought ways to fully immerse themselves into their end-user workflows. In-platform functionality allowing these multi-formatted content snippets to be exported and integrated into a single Office document is a powerful way of achieving this.

End-user workflow diagram - png

Creating an intuitive, integrated user journey such as the example above maximises the value and impact of high-quality, informative analysis.

Boosting renewal rates

Following a subscription purchase, the capabilities offered by a content delivery system to streamline workflows and enable the consumer to easily collate bespoke reports could be the overriding factor driving positive renewal discussions. A user-friendly solution will also act as the catalyst for wider use amongst colleagues, expanding the subscriber base within that company and providing further growth opportunities.

From streamlining and automating repeatable tasks and effectively pulling together analysis to increasing overall efficiency and empowering your customers to work more productively, the benefits of having a workflow system in place as part of a subscription model are clear and should be a natural counterpoint to a publishers’ high-quality analysis.

Four questions publishers of B2B information should ask about their subscribers’ work:

1. What tasks does the subscriber use my content for?
2. What (specific) tasks does the user need to perform to get the job done?
3. To perform these tasks what steps does a user need to take?
4. What workflow tools can we provide to reduce friction or speed task completion?

Tags

  • End-user workflow
  • Search
  • Subscribers

Driving efficiency to deliver timely market forecasting in the automotive aftermarket sector

Astutus Research reaps the benefits of Publish Interactive’s system which allows data interrogation and the collation of tailored content in one place to create its market reports

Astutus

Leading tyre market data analyst Astutus Research has over 25 years of experience in researching and analysing the tyre industry and automotive aftermarket globally. Covering the entire supply chain, it provides companies with sector insight and areas of growth potential encompassing detailed competitive intelligence, market sizing, pricing and channel analysis.

Streamlining content collation

For the past three years, Astutus Research has harnessed Publish Interactive’s smart content management and publishing system for its own internal purposes, and to combine it with its own in-depth understanding of the market to synthesise information into accurate data. This helps inform clients on the latest industry and competitor developments in the tyre sector, which is used for comparison and benchmarking.

“The beauty of the system is the ability for us to easily access and pull out pertinent data into one report – the effortless streamlining of high-value content collation in one place”

Simon Hodson
Simon Hodson
Director
Astutus Research

“The bespoke aspect means that we can easily extract graphics and analysis to quickly create our own presentation or tailored report, including language translation tools. It also enables the team to easily search for information as the system draws together hundreds of thousands of data points from disparate databases in record time, while offering the capability to really interrogate the data.”

This is mostly down to DataViewer, part of Publish Interactive’s offering that makes production more efficient and gives secure in-platform access to users to collate and update data at any point, allowing them to save their own views in order to easily regularly check key data points. The viewer includes simple exploratory data analysis features that can help understand numbers as they are manipulated. When raw data is initially transferred and analysed, it can then be interrogated which involves combining data residing in different sources to create customised data models and other exhibits, which can then be embedded in reports, with the inclusion of expert narrative if required.

Delivering game-changing benefits

Serving as a repository for data and analysis, the shared system allows live documents and reports to be created and regularly updated by the firm’s analysts before being published to the site for external consumption. The key benefits of having such easy access to a broad range of custom content has afforded Astutus more flexibility and improved efficiency to completely transform its work processes, something the company acknowledges as being a game changer.

Simon added: “It wasn’t too long ago that we were writing and printing out reports, before photocopying and despatching to clients, and this was in the days prior to the PDF format we since used, which by today’s standards is now considered cumbersome. Publish Interactive’s system gives us the means to the simple creation and distribution of our reports to clients in a timely manner, completely stripping the complexity out of the process.”

Success benefits

  1. The ability to combine in-depth understanding with accurate data
  2. Easily extract graphics and analysis to quickly create a presentation or tailored report
  3. A shared system allows live documents and reports to be created and regularly updated by analysts before being published

Tags

  • Analyst Workflow
  • Delivering Data
  • Search

How an energy industry consultancy merged three research products into a single platform

Thanks to a partnership with Publish Interactive, WoodMac has been able to equip its Power & Renewables division to serve customers more efficiently and with a higher degree of user satisfaction.

Wood Mackenzie (WoodMac) is a highly-regarded global research firm for the energy, chemical, and extractive industries. It provides data and insights to inform business decisions, with new content published daily across the group.

Demand for market intelligence from WoodMac has led to the acquisition of two related industry-knowledge businesses in the Power & Renewables sector – but this left the business managing customers across three separate content platforms with varied user experiences, structures and functionality across the sites.

‘Having three platforms was a problem…’

Thanks to a partnership with Publish Interactive, WoodMac has been able to equip its Power & Renewables division to serve customers more efficiently and with a higher degree of user satisfaction.

“WoodMac has grown by acquisition, since 2016, we have taken on Greentech Media and MAKE to bolster our Power & Renewables offering, but this left us with three separate self-service platforms,” said Matthew DaPrato, Product Suite Director, Power & Renewables, WoodMac.

“Having three platforms to run was a problem. Similar products across the sites had different names, each platform had a unique structure, and functionality was varied across the sites, there was no consistency.”

WoodMac used Publish Interactive’s publishing and monetisation platform to merge the content of WoodMac, Make, and Greentech Media. Its Power & Renewables information is now published under the WoodMac brand through a single, customer-centric web portal.

“The Publish Interactive system is intuitive and it’s simple to use. Publish Interactive has elegant features; particularly its search, which has really helped our engagement, both internally and externally. We have also been able to align our structures and add consistency across our Power & Renewables content,” added Matthew.

‘Lots of customers didn’t know what content we had…’

With content spread across three platforms, WoodMac was spending a significant proportion of time dealing with queries as customers couldn’t easily find the content they needed.

“Many of our customers didn’t really understand the breadth of information we had,” said Matthew. “Now, we can organise around topics, subject categories, and even products to make it easier for customers find and access every piece of content that might be useful to them.

Making it easier for clients to understand the entire Power & Renewables content portfolio and to find and access content for themselves contributed to growing ‘per user’ engagement levels in the first three months of using Publish Interactive.” Matthew described this change as a “ very encouraging sign.”

‘It allowed us to move to market quickly…’

With 365 pieces of content published in 2018, WoodMac is used to creating and releasing new Power & Renewables materials almost every day. As such, it wanted to avoid a long implementation of publishing technology. It needed a solution that would satisfy its customers’ needs and that could be up and running in the shortest possible time.

“Implementation was critical for us,” added Matthew. “We wanted to do it quickly, we only had a tight window to bring new a platform online… considering all the technology and stakeholders we had to engage, we managed to get it done pretty efficiently.”

The speed of implementation allowed WoodMac to go to market quickly with its new unified brand and, in doing so, enabled its clients to engage with its Power & Renewables content in a new, user-friendly environment at the earliest possible opportunity.

Tags

  • Content Management
  • Digital Transformation
  • Search

How workflow tools are critical to the success of a research firm’s subscription model

When a customer buys a single report supplied over email in PDF format, they can just sit and read it. No functionality is required to help them do this. But if a subscriber has access to more than 100 reports, to make all that content work in their favour, they’re going to need some help to find and pull out all the necessary and pertinent information.

For the relationships that exist between all pieces of content in a portfolio to add up, and for customers to be able to maximise the value of their subscription, a publishing firm needs to provide end users with a set of smart tools.

Improved levels of service

For an individual subscription to be worthwhile, the user has to feel like its benefiting them and helping them to their job better and quicker. A wealth of workflow tools not only helps the user achieve this, it helps a publishing firm understand more about what the user wants and enables them to feed this back into the development process.

So then, which tools are most useful?

Good quality search and the structuring of returns is vital. In fact, search is the number one workflow tool, in terms of usefulness to the subscriber. Corporates value search so highly some have been known to cancel entire global subscriptions because users have not been able to find the information they need from large portfolios.

If an end user is trying to make a comparison of data or analysis from multiple reports, it’s unlikely they’ll want to open all those reports simultaneously. A snippet of each relevant section is more useful. In addition, it might be quite handy for a user to view relevant returns for all reports – even those for they don’t yet have access to.

Relevant snippets of content should then be easily saveable in a clippings list, which is equally easy to locate at a later date.

So, you’ve found info. What next?

What about exporting various points of information, wherever they have come from and in whatever format, and unifying them all for export as an Office doc?

Search, find relevant content, save to clippings, and export to Word, PPT, or Excel in seconds. Then edit your document in the platform to finalise that dataset for your meeting, that presentation for the Board, or that report for your boss, without having to reformat any of the elements it contains.

Smart tools = happy users

Once a subscription has been sold, the ability for the end user to easily navigate and pull together bespoke reports is the main element that will ensure high renewal rates. It’s this simplicity that will also encourage end-users to advocate use of the platform amongst colleagues and for a subscriber base to grow within that business.

3 simple search features that encourage subscribers to buy more content

Building a subscription service around your Market Intelligence content is a great way for a research business to ensure a recurring income – but once it’s established how do you encourage further sales?

Building a subscription service around your Market Intelligence content is a great way for a research business to ensure a recurring income – but once it’s established how do you encourage further sales?

Away from the fluctuations and stress of having to bring in revenue each month, teams can be freed to think creatively around how they can enrich their customers’ experiences and add value with new products and additional content bundles. If, however, your subscribers already have access to a wealth of content, how do you encourage them to buy more?

Let’s assume that the subscribers in question only have partial access to your portfolio. In this article, we’re going to look at three simple ways research businesses can encourage greater cross and upsell from a subscriber base by adding basic features to their search returns.

‘Others also viewed’

What’s the best way to let subscribers know about useful content that lies beyond their licence? How about showing them what other people are interested in the same reports or search terms have accessed? This could include those reports to which they don’t have access yet.

If, time and again, a key bit of content seems to be beyond their access rights, they might suddenly find an interest in extending their subscription.

Offer content outside their subscription

Similarly, if a subscriber to ‘Supermarket Food’ content, for example, enters the search term ‘blueberries’ in your database, what about showing – in the returns alongside content to which they have access – relevant content that lies outside their subscription?

If you can provide a button that lets your subscriber instantly buy a report on sales of blueberries and blueberry-containing products – or even add a whole new category to their existing package – then you have just cross-sold to them without breaking a sweat.

Offer granular search results

It’s good to offer fresh content outside of what a user already has access to, but beyond showing them a report title, how do you convince them that these additional reports will be of significant relevance to their work?

In the search results, what about clearly displaying how often their search term appears in a chapter or section within a report that they currently do not have access to? This would let the prospective buyer know how relevant a piece of content is to their research and understand what they are missing.

Now you understand these three simple features, why not give them a try and see if it helps your customers find and buy more content?

Tags

  • Content Management
  • Personalisation
  • Search

How TGaS uses Publish Interactive to deepen customer relationships with a centralised platform

With Publish Interactive powering its Insights Portal, TGaS was able to make its back catalogue of VHows and reports available to its customers.

TGaS Advisors is a highly-regarded benchmarking and advisory service for the pharmaceutical sector. It provides research and surveying advice through ‘VHows’ – short pieces of content that use survey data to answer questions for the benefit of business around the globe.

Advice from TGaS is much sought-after, yet before it started using Publish Interactive’s content management and publishing system, it didn’t have a repository for its highly-valuable information or a destination where customers could search through previously published content.

Data and insights were created then emailed to customers as PDFs. There was no central point where clients could search and access content. The approach relied on clients overseeing their own libraries.

Inevitably, clients would lose track of their data and insights or they would have difficulty accessing this information. TGaS saw an opportunity to add real value to its offering by supplying access to its entire knowledge base and help clients make better use of their content.

Accessing all data, all the time

With Publish Interactive powering its Insights Portal, TGaS was able to make its back catalogue of VHows and reports available to its customers.

In addition, the smart tools built into the portal means TGaS can now help customers understand the depth and variety of content they already own, maximise its value, and easily gain access to insights.

“Customers regularly use data to gain buy-in from colleagues on internal decision-making, so TGaS needed to make its content accessible around the clock,” says Tarra Maeshima, Associate Director of TGaS Advisors.

“Using the Insights Portal, our members can easily search for data they need and leverage this to help them overcome business challenges in the shortest time possible.”

“Searchability is key”

“The cornerstone of the portal is high-quality search”, says Tarra. “Whether customers discover information for themselves or TGaS accesses content on their behalf and directs them accordingly, the ability to quickly find knowledge that answers critical business questions is paramount.”

“The simple searchability of the site is key for our customers – as is the way content is organised within the system. It makes it very easy for clients to find what they need and to also find compelling, related material.”

“Using Publish Interactive, TGaS has enjoyed increased usage of its portal every year since inception. So far in 2018, overall usage has risen 39% year on year with the depth of engagement also increasing.”

“Our customers come to us with questions every time they face challenges and want to understand how other pharmaceutical companies have solved those problems.”

“Our database has thousands of these questions answered – and giving our customers the ability to search through the database using Publish Interactive speeds up the value we deliver. The online portal doesn’t replace their face-to-face interactions with our experts, but it does enhance them.”

A relationship building tool
When a client registers for portal access, Tarra offers each a demo where she sets up a Saved Search and an alert on their behalf. This, she says, encourages customers to maximise the value of access and it helps establish a high-value relationship between TGaS and the customer.

“Saved Searches and Alerts are a big deal for customer relationships,” says Tarra. “Customers only seek information when it’s necessary, so alerts are a useful way for them to stay on top of relevant information and dive into content quickly when answers are needed.”

Creating real value

The combination of alerts, the anytime, anywhere self-service access to information, and fact that the portal can be used as a common reference point during conversations with clients adds real, tangible value over the course of a client’s membership.

“The portal serves as a relationship-building tool with clients,” says Tarra. “It helps launch the relationship in the first instance, which is extremely valuable, then elevates the conversations we have with customers as we go on.”

Tags

  • Delivering Data
  • Search
  • Subscribers

How WSL Strategic Retail ensure its How America Shops research is at the cutting edge

Data and insights from WSL Strategic Retail are eagerly sought-after across the retail sector, but the custom-built database it used to house its information and act as a content library was outdated.

WSL Strategic Retail is a specialist information provider that helps retailers reach their target markets. Using survey data, it develops insights and solutions to help businesses understand shoppers’ desires and behaviours.

‘People couldn’t find what they were looking for…’

Thanks to a partnership with Publish Interactive, a SaaS technology provider for the research sector, WSL Strategic Retail has been able to equip itself for the digital age.

“Search is really important,” says Maryann Javier, Visual Brand Manager with WSL Strategic Retail. “With the custom-built system, people couldn’t find what they needed. Using Publish Interactive is a much better way to find and share content.”

WSL Strategic Retail uses Publish Interactive’s smart content management and publishing system to improve the value it offers customers. The full suite of its How America Shops research is around 40 pieces of content annually to which subscribers need quick and easy access.

“Not only can subscribers now easily locate information”, says Maryann, “the smart workflow tools built into WSL’s content library help them to easily re-use the data and find insights quickly.”

“Our clients are using the new library really well. They can find everything they need,” adds Maryann. “This gets noticed by others. They see content they don’t yet own and can buy it. The system is good at exposing people to new reports.”

“Search is really important… With the custom-built system, people couldn’t find what they needed. Using Publish Interactive is a much better way to find and share content.”


Maryann Javier


Visual Brand Manager, WSL Strategic Retail

Low maintenance technology

The ability to provide customers with high-quality search is critical to the development of WSL. Like other businesses of a similar size, however, it found maintaining a high-quality digital service in-house would prove both costly and time-consuming.

“We were quoting with developers to renovate the existing system we had, but technology moves so quickly, we realised we’d need constant upgrades if we continued to develop our own product,” says Maryann.

“Publish Interactive is serviced software, so it’s continually being upgraded by its own team of developers. That’s was perfect situation for us, as we’re a small team with no developers in-house. We get cutting-edge technology to delight our customers, without the hassle of managing it.”

Developing integrations

The next phase of WSL’s development will see it increase the value it offers subscribers by enabling them with greater survey data visualisation and analytics tools.

Functionality made available through Publish Interactive’s integration with MarketSight, will empower WSL’s subscribers to combine data, create their own insights, and embed visualisations into bespoke reports in a way that wasn’t previously possible.

“The reports we publish have all the data cleaned up and converted into totals, rather than spilt out by all demographics or retailers,” adds Maryann. “Our customers know we have that deeper level of data and often ask us to supply it to them.”

“In the future, they won’t have to ask. They’ll simply be able to access that data and visualise it quickly and easily themselves.”

Tags

  • Analytics
  • Market Reports
  • Search