{"id":3974,"date":"2017-09-21T15:00:49","date_gmt":"2017-09-21T13:00:49","guid":{"rendered":"https:\/\/woodpecker.co\/blog\/?p=3974"},"modified":"2025-01-21T10:26:27","modified_gmt":"2025-01-21T09:26:27","slug":"rework-ideal-customer-profile","status":"publish","type":"post","link":"https:\/\/woodpecker.co\/blog\/rework-ideal-customer-profile\/","title":{"rendered":"How We Actually Rework Our Ideal Customer Profile"},"content":{"rendered":"<p>At the beginning of 2016, I wrote about the <a href=\"https:\/\/woodpecker.co\/blog\/prospecting\/first-step-good-prospect-base\/\" target=\"_blank\" rel=\"noopener noreferrer\">Ideal Customer Profile (ICP)<\/a>\u00a0framework that we adopted at\u00a0<span id=\"urn:enhancement-f65e9e72\" class=\"textannotation disambiguated wl-organization\">Woodpecker<\/span> and about the way we worked on our <a href=\"https:\/\/woodpecker.co\/blog\/prospecting\/persona-development\/\" target=\"_blank\" rel=\"noopener noreferrer\">marketing personas<\/a>. At that point, we had around 100 <span id=\"urn:enhancement-cd008e46\" class=\"textannotation disambiguated wl-thing\">B2B<\/span> customers.<\/p>\n<p>Our customer base has grown to <a href=\"https:\/\/woodpecker.co\/blog\/news\/1000-customers\/\" target=\"_blank\" rel=\"noopener noreferrer\">1000<\/a>\u00a0since then. And it has obviously changed a bit, too. Here&#8217;s about how we actually measure the changes in our customer base in order to constantly rework\u00a0our ideal customer profile\u00a0as our company grows, and why it&#8217;s important to keep the ICP up to date in general.<\/p>\n<p>I&#8217;m going to describe in short, step by step, how we analyze our prospect base and how it helps us draw conclusions about our ICP hypotheses. You may treat it as a kind of a case study.<\/p>\n<h2>How we find out\u00a0who our trial and premium users are<\/h2>\n<p>Actually, our process of data collection has been manual to a great extent. But this actually allowed us to discover what kind of companies use <span id=\"urn:enhancement-152f331\" class=\"textannotation disambiguated wl-organization\">Woodpecker<\/span> and which of those companies show the greatest level of <a href=\"https:\/\/woodpecker.co\/blog\/prospecting\/ideal-customer\/\">success potential<\/a>.<\/p>\n<p>First of all, a few of our\u00a0team members check out every company that has signed up for the free trial at <span id=\"urn:enhancement-da903d78\" class=\"textannotation disambiguated wl-organization\">Woodpecker<\/span>. They collect\u00a0some basic information about each company, including:<\/p>\n<ul>\n<li>the name of the company;<\/li>\n<li>the company&#8217;s website;<\/li>\n<li>the size of the company (the number of employees);<\/li>\n<li>the country they&#8217;re located in;<\/li>\n<li>the info about what the company is selling: product\/service\/product &amp; service;<\/li>\n<li>the info about the industry the company operates in, for instance: <span id=\"urn:enhancement-445f41fe\" class=\"textannotation disambiguated wl-thing\">SaaS<\/span>, software house, consulting <span id=\"urn:enhancement-15f3e28\" class=\"textannotation disambiguated wl-thing\">business<\/span>, lead gen agency, etc. (the important thing here is to reduce the number of categories, as much as possible, because too many categories will make the further analysis more difficult and the results less clear).<\/li>\n<\/ul>\n<p>Each company who starts a free trial of our tool gets a profile in <a href=\"https:\/\/www.pipedrive.com\">Pipedrive<\/a>, which has to be filled out.<\/p>\n<p>In a perfect scenario, you hire a person who handles the research process. But depending on the number of trial signups you get,\u00a0and the size of your <span id=\"urn:enhancement-1990e307\" class=\"textannotation disambiguated wl-thing\">sales<\/span> team, also <span id=\"urn:enhancement-d1f9c416\" class=\"textannotation disambiguated wl-thing\">sales<\/span> people or SDRs can handle that. Currently, each of our <span id=\"urn:enhancement-c32f25db\" class=\"textannotation disambiguated wl-thing\">sales<\/span> team members fills out the information about the company they were assigned to take care of.<\/p>\n<p>Next, also in Pipedrive, each user is marked with a status: trial, premium, churned, as well as the date on which the status has changed.<\/p>\n<p>So after some time, we are able to tell that company X has been using <span id=\"urn:enhancement-b9492dd5\" class=\"textannotation disambiguated wl-organization\">Woodpecker<\/span>&#8216;s free trial for 8\u00a0days before they decided to enroll in a premium subscription, and that they have been a premium user\u00a0for 9 months before they decided to cancel their account.<\/p>\n<p>\n<aside class=\"cta-block cta-block--a-version js-cta-block ab-no-10-cta-block ab-no-11-cta-block\">\n  <p class=\"cta-block__heading u-heading-preset-md-600\">Send powerful emails &amp; boost replies<\/p>\n  <div class=\"cta-block__form-container\">\n    <form class=\"js-cta-block-form\" action=\"https:\/\/woodpecker.co\/signup\/\" class=\"cta-block__button-only-form js-cta-block-no-input-form\">\n      \n\n\n\n\n\n\n\n\n<button class=\"c-button js-button c-button--color-main c-button--size-small u-focus-visible-outline\">\nStart free trial\n<\/button>    <\/form>\n    \n    <form class=\"c-input-button-form js-cta-block-form cta-block__form\" action=\"https:\/\/woodpecker.co\/signup\/\" method=\"POST\" novalidate>\n        \n  <div class=\"c-form-field js-form-field  c-input-button-form__form-field\">\n    \n    <label class=\"c-label c-form-field__label\" for=\"cta-block-form-email-1296098861\">Work email<\/label>\n\n                    \n  <input class=\"c-input  js-input c-input-button-form__input\" placeholder=\"will@woodpecker.co\" name=\"email\" id=\"cta-block-form-email-1296098861\" type=\"email\" \/>\n            \n    <span class=\"c-form-field__error js-error\">\n                                      Invalid email format\n        \n\n                <\/span>\n  <\/div>\n\n        <div class=\"c-input-button-form__button\">\n          \n\n\n\n\n\n\n\n\n<button class=\"cta-block__button c-button js-button c-button--color-main c-button--size-small u-focus-visible-outline\">\n                Start free trial\n        \n\n<\/button>        <\/div>\n\n            <\/form>\n  <\/div>\n<\/aside><\/p>\n<h2>How we analyze the customer data<\/h2>\n<p>As soon as we have the data collected, we can aggregate it to prepare some reports: weekly, monthly, quarterly, etc. The reports allow us to observe:<\/p>\n<ul>\n<li>what type of companies convert to premium users most often,<\/li>\n<li>what revenue each of the types generates on average,<\/li>\n<li>and, what I think is the most important for us as <span id=\"urn:enhancement-b4e6dc7f\" class=\"textannotation disambiguated wl-thing\">SaaS<\/span>, how long they stay with us on average.<\/li>\n<\/ul>\n<p>And that&#8217;s how we can validate, or invalidate, the hypotheses we&#8217;ve had about our ideal customer profile.<\/p>\n<p>In <span id=\"urn:enhancement-ce287155\" class=\"textannotation disambiguated wl-thing\">SaaS<\/span>, you&#8217;re able to actually tell if a customer is an ideal customer only after a few months. You can&#8217;t just close a deal and pop up the campaign.<\/p>\n<p>You&#8217;re actually closing the same deal every month. Perhaps your <span id=\"urn:enhancement-296cf500\" class=\"textannotation disambiguated wl-thing\">sales<\/span> team is more engaged in the process before the first payment. But it&#8217;s also your customer success team, your product team, your marketing team <span style=\"font-weight: 400;\">\u2013<\/span>\u00a0and actually all the people you have in there, to keep the customer happy and help them reach their goals month after month.<\/p>\n<p>If you don&#8217;t understand\u00a0that, and if you don&#8217;t act upon that \u2013\u00a0churn will slowly, yet efficiently, kill your <span id=\"urn:enhancement-fc92e806\" class=\"textannotation disambiguated wl-thing\">business<\/span>.<\/p>\n<p>Therefore, it&#8217;s crucial to\u00a0try to understand your users&#8217;\u00a0<span id=\"urn:enhancement-62827e11\" class=\"textannotation disambiguated wl-thing\">business<\/span> characteristics, observe their\u00a0activity from the very beginning,\u00a0and keep tracking that over time. Only that allows you to draw conlusions over time and update your ICP hypotheses.<\/p>\n<h2>How does data help us rework our ICP<\/h2>\n<p>Only by regular and consistent data collection and analysis are we able to draw conclusions about our ICP and we can revise it as our <span id=\"urn:enhancement-ac3835e1\" class=\"textannotation disambiguated wl-thing\">business<\/span> grows and changes.<\/p>\n<p>Some types of companies we thought would be a perfect fit for our customers a year ago, didn&#8217;t really meet our expectations in this respect. On the other hand, there a few types of <span id=\"urn:enhancement-30a8dde6\" class=\"textannotation disambiguated wl-thing\">businesses<\/span> which\u00a0we weren&#8217;t even mentioning\u00a0in our ICP\u00a0discussions, and yet they suddenly showed up and turned out to be great candidates for ideal customers.<\/p>\n<p>But we wouldn&#8217;t be able to notice that if we hadn&#8217;t been collecting all the data and analyzing our user base. Thanks to the analysis, we can keep our ICP up to date and plan our marketing and <span id=\"urn:enhancement-1e74814d\" class=\"textannotation disambiguated wl-thing\">sales<\/span> activities focusing on the users who match our ideal customer profile the best.<\/p>\n<h2>A step further: how we get to know our customers<\/h2>\n<p>But the quantitative data is not all we pay attention to. Actually, we are currently running a series of customer interviews to actually get to know the people who work at the companies matching our ICP. We ask them a series of questions about their <span id=\"urn:enhancement-3c289675\" class=\"textannotation disambiguated wl-thing\">business<\/span> characteristics, about their goals, as well as about their interaction with <span id=\"urn:enhancement-ee2a90b7\" class=\"textannotation disambiguated wl-organization\">Woodpecker<\/span>.<\/p>\n<p>I will write about the whole process as soon as we finalize the first series of the interviews and we have our first findings, so stay tuned if you&#8217;re up for more details.<\/p>\n<h2>What&#8217;s in it for you?<\/h2>\n<p>Just a few questions to ask yourself. Check if you can answer them.<\/p>\n<p>Do you know:<\/p>\n<ol>\n<li>What are the companies using your product or service?<\/li>\n<li>What&#8217;s their size?<\/li>\n<li>Where are they located?<\/li>\n<li>What kind of industry do they operate in?<\/li>\n<li>What type of <span id=\"urn:enhancement-e5bc5285\" class=\"textannotation disambiguated wl-thing\">business<\/span> they run? And what are their <span id=\"urn:enhancement-277102cd\" class=\"textannotation disambiguated wl-thing\">business<\/span>&#8216; characteristics?<\/li>\n<li>Who are their customers?<\/li>\n<li>How long do different types of your customers use your product or service on average?<\/li>\n<li>What are they trying to achieve with your product or service?<\/li>\n<li>And finally, which of those companies would you assess as having the most success potential?<\/li>\n<\/ol>\n<p>Start from those 9. I think it&#8217;s a lot to find out, anyway, but you can definitely think about other information you would like to discover about your users or clients.<\/p>\n<p>The more you know about your present customers, the better you&#8217;ll be able to choose the new ones.<\/p>\n<p>All this will be a tremendous hint for your prospecting processes, whether inbound or outbound.<\/p>\n<h3>How to use it in practice?<\/h3>\n<p>So, let&#8217;s say you&#8217;re planning your new cold <span id=\"urn:enhancement-86bf4bf\" class=\"textannotation disambiguated wl-thing\">email<\/span> campaign. You&#8217;re thinking about who your next prospect group should be. Before you start thinking about new directions for your outbound, take a look at your present customers. Choose the best ones. Then analyze them, and look for companies that look alike.<\/p>\n<p>Or if you&#8217;re wondering what you should put into your cold <span id=\"urn:enhancement-76d57130\" class=\"textannotation disambiguated wl-thing\">email<\/span>: talk to your best customers, let them describe the benefits they get from\u00a0your solution, let them think about the times before they were your customers. Ask them about the <span id=\"urn:enhancement-d9239cd9\" class=\"textannotation disambiguated wl-thing\">business<\/span> problems that your solution helped them solve. Then use the very same pains and benefits in your <span id=\"urn:enhancement-b783c4b1\" class=\"textannotation disambiguated wl-thing\">emails<\/span>.<\/p>\n<p>Yes, it takes time. Yes, it won&#8217;t be easy for your to plan and execute.<\/p>\n<p>But if you ignore that, you&#8217;re missing a huge opportunity <span style=\"font-weight: 400;\">\u2013<\/span> to be able to get new customers who match your ideal customer profile.<\/p>\n<p>Hope it helps.<\/p>\n<p>And if you&#8217;re targeting enterprise leads, go to this blog post:<\/p>\n<p><a href=\"https:\/\/woodpecker.co\/blog\/enterprise-leads-cold-emailing\/\">How to Land Enterprise Leads by Cold Emailing: ICP Tricks for Great Personalization&gt;&gt;<\/a><\/p>\n<p>\n<aside class=\"cta-block cta-block--a-version js-cta-block ab-no-10-cta-block ab-no-11-cta-block\">\n  <p class=\"cta-block__heading u-heading-preset-md-600\">Send powerful emails &amp; boost replies<\/p>\n  <div class=\"cta-block__form-container\">\n    <form class=\"js-cta-block-form\" action=\"https:\/\/woodpecker.co\/signup\/\" class=\"cta-block__button-only-form js-cta-block-no-input-form\">\n      \n\n\n\n\n\n\n\n\n<button class=\"c-button js-button c-button--color-main c-button--size-small u-focus-visible-outline\">\nStart free trial\n<\/button>    <\/form>\n    \n    <form class=\"c-input-button-form js-cta-block-form cta-block__form\" action=\"https:\/\/woodpecker.co\/signup\/\" method=\"POST\" novalidate>\n        \n  <div class=\"c-form-field js-form-field  c-input-button-form__form-field\">\n    \n    <label class=\"c-label c-form-field__label\" for=\"cta-block-form-email-149261366\">Work email<\/label>\n\n                    \n  <input class=\"c-input  js-input c-input-button-form__input\" placeholder=\"will@woodpecker.co\" name=\"email\" id=\"cta-block-form-email-149261366\" type=\"email\" \/>\n            \n    <span class=\"c-form-field__error js-error\">\n                                      Invalid email format\n        \n\n                <\/span>\n  <\/div>\n\n        <div class=\"c-input-button-form__button\">\n          \n\n\n\n\n\n\n\n\n<button class=\"cta-block__button c-button js-button c-button--color-main c-button--size-small u-focus-visible-outline\">\n                Start free trial\n        \n\n<\/button>        <\/div>\n\n            <\/form>\n  <\/div>\n<\/aside><\/p>\n","protected":false},"excerpt":{"rendered":"<p>At the beginning of 2016, I wrote about the Ideal Customer Profile (ICP)\u00a0framework that we adopted at\u00a0Woodpecker and about the way we worked on our marketing personas. At that point, we had around 100 B2B customers. Our customer base has grown to 1000\u00a0since then. And it has obviously changed a bit, too. Here&#8217;s about how we actually measure the changes in our customer base in order to constantly rework\u00a0our ideal customer profile\u00a0as our company grows, and why it&#8217;s important to keep the ICP up to date in general.<\/p>\n","protected":false},"author":17,"featured_media":11755,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[4],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.11 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Ideal Customer Profile - How to Keep It Up to Date?<\/title>\n<meta name=\"description\" content=\"Ideal Customer Profile it&#039;s not something you work out once and forget about. Here&#039;s what we do at Woodpecker to rework our ICP and keep it up to date.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/woodpecker.co\/blog\/rework-ideal-customer-profile\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ideal Customer Profile - How to Keep It Up to Date?\" \/>\n<meta property=\"og:description\" content=\"Ideal Customer Profile it&#039;s not something you work out once and forget about. 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