Increase Your LTV: A Sales Pro's Guide to Customer Outreach

Don’t get it wrong: customer outreach isn’t just about bringing in new customers; it's about nurturing your existing ones, driving customer retention, and uncovering those hidden gems of upsell opportunities.

And in this article, I will be your guide, teaching you everything you need to know about customer outreach and how to boost your Lifetime Value like a true sales champ.

The Myriad of Ways to Use Customer Outreach

In short, customer outreach is reaching out to potential and existing customers to build relationships, spark interest, and create lasting connections.

Think of it as your chance to swoop in, be the hero, and show your prospects that you're not just another sales rep looking to make a quick buck.

Now, you might be wondering, "How on earth does it increase my LTV?" I touched on it a bit in the intro, but let me expound a bit here:

1) Customer Outreach Helps You Build New Customer Relationships

First things first, customer outreach is your golden ticket to expanding your customer base.

By connecting with potential clients, understanding their pain points, and presenting your offering as the ultimate solution, you'll win hearts and seal deals left and right.

But we're not just here to make a one-time sale; we're in it for the long haul.

Happy customers are more likely to become repeat customers, and that's where the magic happens – increased LTV, AKA the holy grail of customer worth.

(In simple terms, LTV refers to the total value a customer brings to your business over the duration of their relationship with you.)

By upselling or cross-selling to existing customers, you can boost their lifetime value and make them even more loyal to your brand. The best part is that they’ve already done business with you, so they trust you, and they’ll be more willing to consider other offers (including the high-ticket ones).

Identify customers who have been with you for a while and have demonstrated strong engagement with your product/service. Then, reach out to them with a personalized message, highlighting a complementary product or an upgrade that aligns with their needs.

For example, you might identify a segment of your customers who are using your product a lot but haven’t upgraded to a plan that would give them even more freedom.

You could send them an upsell email such as the following:

"Hi [Customer Name], we hope you've been enjoying our software. We noticed that you've been using the basic plan, and we have an exciting offer for you!

Our premium plan is currently available at a special discounted rate for customers like you, [Elaborate on the Specific Segment’s Challenges].

With the premium plan, you'll gain access to [Features and Benefits], ensuring an even more seamless experience.

Would you be interested in a quick demo call?"

Similarly, let’s say you’re selling actual physical products – digital cameras. Your team creates a personalized cross-sell offer:

"Hi [Customer Name], we noticed that you recently purchased a digital camera from our online store.

We are currently running some fantastic deals on camera lenses and camera bags, which are handy for many other photographers like you because having additional lenses allows them to capture a wider range of stunning shots!

Explore our selection of camera accessories at the link."

2) Nurture Existing Customers

But this isn't a one-and-done deal – far from it. Check in with your existing clients, show genuine interest in their success, and offer support when they need it most.

This level of personalized care keeps your customers coming back for more, turning them into loyal advocates who will sing your praises to anyone who'll listen (and provide you with top-notch sales referrals).

Don't forget to celebrate your customers' successes and special moments. It’s a great opportunity to connect with existing customers or use it as a jumping-off point to bring them into the fold.

For example, you can set up automated messages to congratulate your customers on their anniversaries with your company or when they reach significant milestones in their usage.

For example, Grammarly sends milestone celebration emails to some of its customers and offers a special perk. Source.

The goal is to move yourself away from the position of yet another vendor and have them start perceiving you as a partner in their success. The best way to do it is to nurture relationships.

3) Drive Customer Retention with Outreach

Remember the saying, "It's cheaper to keep a customer than to get one.”

Customer outreach plays a vital role in boosting retention rates, and they typically spend 67% more than first-timers.

By staying engaged with your customers, addressing any concerns, and continuously providing value, you create a bond that's harder to break than a superhero's steel chain.

4) Use Customer Outreach for Getting Referrals [Template]

I love the power of the word-of-mouth! When your customers become your biggest advocates, they can bring in a stream of new leads without you lifting a finger. But how do you get those precious referrals? That's where customer outreach comes in.

For example, you can reach out to your most satisfied customers and express your gratitude for their support. Let them know that you're on a mission to help more businesses like theirs, and if they know anyone who could benefit from your product/service, you'd love an introduction.

“Hey [NAME],

I’m thrilled to hear that you’re satisfied with [YOUR COMPANY]!

I’m glad we were able to fix the problem we spoke about, [ELABORATE ON THE PROBLEM], by [EXPLAIN THE SOLUTION].

Please let me know if you can think of anyone in your network struggling with overcoming [OBSTACLE]. I’d love to help them achieve [GOAL].

Is there anyone you can think of?”

Sweeten the deal with a referral incentive, like a discount or special offer. Watch as those referrals start pouring in and sales numbers go up!

5) Handling Churned Customers

Lost a customer? Don't throw in the towel just yet! Customer outreach can help you salvage those relationships and possibly win them back.

For instance, if a client cancels their subscription or stops using your service, send them a friendly email to check in. Ask for feedback on why they decided to leave and express your genuine interest in understanding their reasons.

Maybe throw in a freebie or discount to show you really value them as a customer.

6 Customer Outreach Tips and Best Practices

A step-by-step playbook to help you map out your customer outreach strategy.

1) Define Clear Outreach Goals

Picture this: You're about to set off on an epic journey, but you have no idea where you're headed. That doesn't sound like a recipe for success, does it? The same goes for customer outreach.

Before you embark on your outreach adventure, take a moment to define your goals and set your sights on the destination.

What do you want to achieve with your outreach efforts? Are you aiming to win over larger businesses as clients or looking to boost your MRR? Perhaps you want to increase customer retention rates or expand into a new market as part of your sales plan.

Whatever your objectives, defining clear outreach goals is the compass that will guide you throughout your journey.

Once you have your goals locked in, everything else falls into place. Your messages, pitch, and tactics will all align with your mission, making your outreach efforts more effective and purposeful.

2) Understand Your ICP and Buyer Persona

Understanding your Ideal Customer Profile (ICP) and buyer persona is the key to unlocking the magic of personalized outreach, which is crucial for a successful sales and marketing campaign.

So, how do you become a savvy detective?

Start by gathering all the intel you can get your hands on (or use a data enrichment tool). Dive deep into data to learn about your target customers' characteristics, preferences, and behaviors.

Discover how much revenue they bring in, their specific pain points, and the niche concerns that keep them up at night.

As you uncover these invaluable insights, you'll start to see patterns and connections emerge.

I love this example from The Five Abilities! You can score them, too.

And what’s even better is that this knowledge basically forces you to take a more personalized approach, tailoring your outreach to speak directly to your prospects' needs and desires.

Plus, you can use this info when building your lead lists and using tools like Sales Navigator to find prospects.

3) Choose Your Outreach Method

While I absolutely love slaying it with personalized cold emails to leads, I must admit there are various paths you can take on this journey. The three most popular outreach channels are:

Cold Email

This method has proven to be a powerful way to engage with potential clients. Crafting compelling emails that catch your prospect's attention and lead them to respond positively is an art in itself.

If you want to master this technique, be sure to check out my guides and resources on writing killer cold emails, finding the right tools, and uncovering tips and tricks to get the most out of your email outreach efforts.

Cold Calling

If you're feeling a bit nostalgic and want to embrace a method that's worked since the invention of phones, cold calling is your go-to. Yes, picking up the phone and dialing those numbers can still be effective when done right. It's all about having a well-rehearsed pitch, a friendly tone, and the ability to handle objections like a pro.

Feel free to try my trick, too!

Social Media

Since we’re in the digital age, social media channels like Twitter (or is it called it "X" now) and LinkedIn play a significant role in reaching clients and businesses.

Social media outreach allows you to connect with your audience in a more informal and conversational manner. Engaging content, direct messages, and thoughtful comments can help you build genuine relationships with potential clients.

Each outreach method has its unique charm and effectiveness, so don't limit yourself to just one. Experiment with different approaches to see what resonates best with your target audience.

Remember, the key is to be where your prospects are and communicate in a way that feels natural and authentic to both you and them.

And don’t discount memes – they can work great!

4) Develop a Multi-Staged Approach

In the world of customer outreach, consistency is key. Just like rockets need multiple stages to reach space, you'll need a well-crafted multi-staged approach to achieve successful outreach.

This means creating a strategic drip campaign that automatically reaches out and follows up with your prospects, ensuring your brand stays on their radar.

A drip campaign is like a gentle rain of communication – not too overwhelming, but consistent enough to make an impact. Plan a series of messages or touchpoints that gradually build engagement and foster a genuine connection with your audience.

Start with an initial outreach message introducing your brand and offering value, and then follow up with additional messages showcasing customer success stories, testimonials, or special offers.

5) Leverage Social Proof

Social proof is the magic ingredient that adds credibility to your offerings. Leverage the power of testimonials and case studies from satisfied clients to showcase the real value of what you have to offer.

Testimonials are like authentic word-of-mouth recommendations, while case studies tell compelling success stories.

Display these shining examples of customer satisfaction on your website and outreach messages to instill trust and confidence in potential clients.

For example, I really love using Senja to auto-collect Findymail testimonials from Twitter.

6) Establish Your Brand Presence

A strong brand presence is an absolute must, regardless of whether you're a budding entrepreneur or a seasoned business tycoon. Building a distinct and recognizable brand identity brings a myriad of benefits to your customer outreach efforts.

Take Coca-Cola and McDonald's, for instance. These iconic brands have established a global presence and an unmistakable identity that transcends borders. Just the sight of their logos or hearing their jingles instantly brings their products to mind.

A robust brand presence makes it easier to attract and win over new clients.

When your brand is well-known and recognizable, potential customers are more likely to choose you over your competitors. It also fosters brand loyalty, turning first-time buyers into repeat customers who keep coming back for more.

A few ways to get started, especially when you’re on a budget that doesn’t allow for brand awareness advertising, is to appear on podcasts, write guest posts, and start being more active on socials like LinkedIn. As you engage with people within your industry, you’ll soon become a household name.

The 5 Best Customer Outreach Tools

Woodpecker

Woodpecker is a top-notch sales outreach tool designed for efficient and scalable cold email campaigns. It boasts a shared prospect database, ensuring that prospects receive emails from only one sales team member to avoid confusion.

Snov.io

For automating cold email outreach, Snov.io stands out as one of the best sales outreach tools. It excels in finding contact details of new prospects, verifying information, and executing automated email campaigns.

The tool enables personalized email drip campaigns and offers valuable email campaign metrics like open rates, click-through rates, and replies.

Plus, Snov.io empowers users to explore lead generation strategies used by competitors, providing valuable insights for refining outreach strategies.

Outreach.io

Catering to B2B sales teams, Outreach.io is a comprehensive outreach platform covering email, social media, voice, and text channels.

It empowers teams to customize and fine-tune outreach campaigns, initiate more conversations with potential customers, and follow up effectively using its Always-On-Assistant powered by AI and ML.

With Outreach.io, teams can access and manage critical tasks from one central hub, streamlining their outreach efforts.

Rebump

Managing follow-up emails can be overwhelming, but Rebump eases the burden with its automated email replies.

This email outreach tool sends automated follow-ups, making the communication feel personal rather than automated.

It allows scheduling follow-up email sequences, customizing emails, and monitoring and tracking their performance, ultimately improving response rates and nurturing leads effectively.

SendPulse

SendPulse is a versatile email outreach tool with 130+ email templates and a user-friendly drag-and-drop editor for creating custom templates.

It specializes in automating cross-channel outreach campaigns, including emails and SMS text messages.

SendPulse's unique "Resend" feature saves time and effort by resending unread messages to the same prospects with different subject lines, increasing the chances of engagement.

Wrapping Up

That’s my guide to everything you need to know about customer outreach to increase your LTV!

And if you're looking for a tool that gets you real, verified email addresses for your prospects, look no further than Findymail.

With Findymail, you'll have the confidence to reach out to your prospects, knowing you're connecting with the right people, making your outreach efforts more effective and successful.

Happy selling!