by Sonita Reese | Aug 27, 2019 | 2019, Opinion
by Glen Drummond
Estimated read time: 5 minutes
Can we agree that making good business decisions is getting harder?
For each business, the reasons vary, but we see common themes:
- Volatility: The pace of change of everything (markets, customers, technologies, products and competitors) is accelerating.
- Uncertainty: The accelerating pace of change challenges assumptions about what’s invariable.
- Complexity: The number of stakeholders, variables, and perspectives involved in a decision keeps growing.
- Ambiguity: We’ve become very clever at accumulating data, but having more data does not solve the problem of knowing what the data means.
School didn’t properly prepare any of us for making decisions in this environment. Deductive problem-solving works best in predictable environments. That’s not the world we live in.
Of course, there is no apparent shortage of external help:
- Analysts proclaim their best practices.
- Consultants promote their proprietary models.
- Technologists offer their SaaS tools that aim to automate some choices.
And in their own particular contexts, all of these are, of course, helpful. But for higher-level decisions, “best-practices,” “models,” and “algorithms” share a common liability: they are, by design, reductive.
And so for those early, fuzzy, high-level and massively consequential choices, the question you need to ask is whether the way to make a good decision is to keep eliminating considerations until the right answer appears.
That happens often enough, but is there a better way?
We think so. It’s called: “Possibility-Oriented Thinking.”
The phrase is most closely associated with innovation, but this capacity is one that marketing people should also hone. Put yourself in the shoes of a classic innovator: you’re not yet sure what the product is exactly, or who the customer is yet, or what they will pay, or what exactly your competitors are working on, or who they even are, and when they will make their next move.
The answers are all emergent properties of a system too complex to fully understand. Doesn’t that sound a little like many marketing challenges today?
So what do you do?
The “Possibility-oriented thinking” approach begins with this perspective.
Rather than:
- assuming there is a “right” answer, we assume there are a variety of answers, some better than others.
- assuming that we have the facts required to make the right choice, we assume we don’t, and so adopt an attitude of humility about assumptions and relentless curiosity about new data and possibilities.
- thinking the answer can be arrived at by way of deduction from existing facts, we assume that something new has to be injected into the system, something we imagine; a possibility we conceive, a relationship we speculate about and then explore.
- making ballistic decisions with resources, we think about “Safe-fail” experiments, pilots, & prototypes.
- thinking that the best idea comes from the most expert or highest ranking person, we think the best idea comes from a diversity of perspectives integrated through thoughtfully designed interactions.
What are some of those thoughtfully designed interactions? This comes back to context.
Are you seeking a strategy of differentiation in an established market?
You might consider using the Challenger Marketing framework that has been articulated by Brent Adamson and his former colleagues at CEB, now Gartner, in The Challenger Customer.
Are you seeking a strategy of transformation around the customer experiences you create, or the business model that you create them with?
You might consider using the Basadur Simplexity model for discovering challenges, organizing a map of dependencies around them, and prioritizing the action plans that advance your goals.
Are you creating a new category, or something very close to it, and seeking a framework for decision-making that does not rely on asking an as-yet undefined customer group how they would respond to an as-yet undefined value proposition?
You might consider a program organized around the concept we call “Pathfinding” – an iterative process that involves a rotation between stances – strategic sense-making, research, ideation, market ecosystem analysis, and marketing experiments.
Of course, organizations also look to Marketers to solve narrower more routine problems. If that’s all Marketing stands for and contributes, it does run the risk of being seen as the “arts and crafts” department of the business.
It need not be so.
A marketing organization equipped to provide leadership in decision-processes at those moments when the altitude is high, the problems are fuzzy, and the outcomes really matter – is a marketing organization that produces value far exceeding the narrow chores of “filling the funnel” and managing content.
Building your musculature in possibility-oriented thinking improves your chances of doing so.
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by scott.gillum | Feb 22, 2017 | 2017, Marketing
Last September, Pat Spenner, co-author of The Challenger Customer and I presented a webcast entitled Lessons from the Challenger Marketing Trenches. During the webcast
Pat and I shared our key learnings on executing Challenger across a multitude of marketing activities: customer understanding, marketing messaging, content strategy development, content and sales tool production, and lead generation.
On March 8th at 11 am (EST) Jessica Cash and I will be presenting Using B2B Content to Drive Alignment & Accountability, details on the event and registration below.
Overview: With increased budgets comes increased calls for accountability. Today’s top marketers are using Commercial Insight, personal value, and help from peers to craft content strategies that result in more than just customer engagement. Learn best practices and ways to avoid common pitfalls that often leave marketers struggling to improve lead quality.
Join Jessica Cash, Head of Sales and Marketing Solutions Product Development at CEB, and Scott Gillum, President of gyro in Washington, D.C. as they answer questions, such as:
- How can marketers avoid always defining their business solely from the legacy perspective?
- How does redefining themselves allow for better alignment with customers?
- How can value drive customer action?
Jessica and Scott will be holding up the mirror in order to show how CEB is applying these best practices and principles in their own marketing efforts, so come ready with questions!
When: Wednesday, March 8 at 11 am (EST)
Click here to register
by scott.gillum | Feb 2, 2017 | 2017, Sales
The organization has a short-term ‘sales culture’ so almost everything marketing does is oriented to creating a lead. You know that there are larger system/infrastructure issues that are impacting performance but you can’t anyone to invest/focus on them. You’re on a trend mill running as fast as you can, but going nowhere.
It’s a nightmare thousand of marketers are living everyday, so let’s get to fixing this issue, permanently. The problem, at its core, is money. Yes, resources and time are also issue but the bigger challenge is that you have is a budget loaded with program dollars intended to be spent on media, events and other lead generating activities. Unfortunately, little are earmarked to fix the web infrastructure, navigation and content issues that are keeping leads from converting. You have a system problem, without system dollars to fix it.
Step one in the process is to get a capex budget. Just like the one used to build the corporate website. And get a big one, depending on size of the website you’ll need at least $500K, and perhaps over $1M, to build a “system” that will improve conversion rates. Here’s how you’re going to spend it.
- Assessing Search – does the organization know what it wants to be known for (what topics, products, solutions) and how audiences search for those items? If not, pull together a top 10 list and get to work finding out. Use tools like Google Keyword Planner, Moz Open Site Explorer and Moz Keyword Explorer to gauge popularity and set priorities from your existing website.
- Increasing SEM spend – after assessing your top 10 priorities you’ll most likely find you need to increase your spend to improve your position. Determine how much, and for how long.
- Inventorying & Assessing Content – while your marketing dollars are working to help audience find you, the next step is to help visitors find the information they are looking for quickly. Assess the content on the following criteria: relevance (is it current, audience aligned, and insightful), accessibility (clicks and public view), and scanablity (ease of assessing key points)
- Evaluating Readability – time to take a hard look at the content you’re producing. Is it written in the audience language or your engineers? Is it compelling, will it engage audiences. Use tools like Flesch Kincaid Reading Ease and the Gunning Fog Index to help score content.
- Modifying Content – this could be painful. Try to leverage existing material. If you have videos, carve them up into 2 minute or less “snackable” insights. Long form content like white papers, etc., do the same. Chunk content into smaller more digestible bits. Next, create templates and guidelines for producers to follow so they know the type of content that will work best for marketing needs.
- Investing in UX – find out how visitors really navigate your site. You may be shocked by their lack of sophistication, and patience. Use tools like Validately to help assess users experience with your web properties.
- Optimization Everything – create pilot pages based on the UX findings and watch how visitors navigate and consume content. Use tools like Hot Jar to help track visitor clicks. Set performance metrics for bounce rates, time on page and conversion rates. Performance optimization is an ongoing effort so become comfortable with constant experimentation.
- Training Everyone – to produce the right content, invest the time and resources to train on how to use the new templates — product marketers on how to produce audience focused content, marketing folks on how to write ad copy that’s compelling, etc. Use insights gathered in steps 5 and 7 to convince folks to get onboard.
- Hiring an advisor – if this sounds like a lot of work, it is. If you don’t have the staff, the time, or the desire to take it on get someone to help you. You have a day job producing leads so put someone else on a parallel path of improving the process and performance. Chunk up the work plan mentioned above into quarters, align it to the marketing and the organizations priorities and set reasonable expectation on making progress.
Inbound marketing, content marketing, digital marketing, whatever you want to call it is not a marketing “tactic,” it is an ecosystem built from the outside in and requires a system thinking approach. The steps above will help you pinpoint issues within the system. “Digitalizing” an organization starts with audience facing sites so try to align this effort with any organizational effort related to digital transformation.
Getting the funding, use data points to prove the value of building a robust inbound lead generation capability. According to CEB, 71% of buyers start their purchase journey on the web. Build a market visibility index using your pipeline/waterfall metrics and market share. Reverse the numbers and find out what percent of the total opportunities available are in your pipeline. If you need more benchmarks, download Hubspot latest report on inbound marketing.
Need a case study? The process I just describe was implemented at a client this year. The results of the investment and effort have produced a 95% increased in MQL’s and an improvement in conversion rates by 65%. Inbound is now the top lead source in volume and performance. This organization has a hardcore outbound sales culture…which now, believes in the power of inbound marketing.
by scott.gillum | Dec 27, 2016 | 2016, Marketing
‘Tis the season for Christmas catalogs. Tons of them roll into mailboxes across the country and, shortly thereafter, into recycling bins. In our house, two catalogs escape this fate but for different reasons.
I am an “all-in” fan boy of the Patagonia brand. In my opinion, Patagonia is THE most authentic brand in the world. “Worn Wear” is probably its best brand campaign ever, and “Unbroken Ground” the best product launch campaign.
I believe in the company’s causes, point of view on the world, anti-consumerism message – all of it! The catalogs are as much about adventure and causes as they are about the clothing.
The other catalog that escapes the recycling bin, at least temporarily, is Orvis. Its prominently-displayed coupons on the cover have me at “hello.” “Free money” works for me – so much so, I’m conditioned to respond to a coupon that the last time I bought something without one I developed a rash. Yes, I know the discount is baked into the price, but it works. I peruse the catalog looking for an item to apply the discount as soon as the catalog arrives.
So here’s the difference: while I spend more time reading the Patagonia catalog, I buy more from Orvis. In fact, despite my love for the brand, I don’t own any Patagonia clothing. In the business-to-business (B2B) world, I am what you would call a “false positive.” I’ll consume your content all day long but I won’t convert. And in today’s world of deep targeting and conversion-focused metrics, I might get missed.
Brand advocates, like me, are incredibly important for B2B brands. In the book, “The Challenger Customer” by Brent Adamson and others, I would be described to as a “mobilizer.” Mobilizers advocate for brands with other decision makers within the decision-making team. In fact, the likelihood of a closed deal increases dramatically if you can find one to champion your brand.
In our home, I’m the brand advocate and economic buyer and my son is the user. The reason I don’t buy Patagonia is that I believe their clothing is more of a fit for a teenager who refers to it as “Fratagonia.” I’m more the Orvis generation, but I alert my son to things I think he would like because, unlike me, he spends zero time looking at “old school” offline catalogs.
This same pattern is repeated in the business-buying world. Brand advocates will spend hours reading your content, watching your videos, and attending your events. They’ll show up in Salesforce as leads but will never advance, causing frustration for sales reps and managers. So why shouldn’t we dismiss them? They’re also the ones who will recommend your brand to a colleague who is searching for a vendor to fit a need.
The challenge has been identifying and targeting “mobilizers” as described by Adamson and his colleagues. After spending about a year trying to figure this out, we’ve discovered three “markers” that might help lead you to these mystical influencers.
- Consumption of long form content. In a world moving to shorter and shorter content, mobilizers will invest time with your content. They’ll spend the seven, or even twenty minutes, to view a video if it’s well done. And don’t take all of the long form content off the website just yet. These folks will consume and summarize key points for others. Pay special attention to time spent on the page, along with visitor viewing habits on heavier content pages.
- Repeat visits over a longer period of time. Buyers who are in the decision-making process have a tendency to “burst” visits. They’ll hit your site in rapid succession and consume a large quantity of content over a brief period of time. Brand advocates – like mobilizers – consume content more consistently over a longer period of time. Watch and track your repeat visitors, and see if they are also subscribing to your e-newsletter, attending webcasts, etc. You need to track and trend these visitors over the year (or even two).
- Sharing habits. Another trigger for tracking these influencers is the sharing of habits. They’ll share content they find to be meaningful. Take a look at consistent content sharers. Make sure you have them identified in your ABM programs. Build email campaigns with content links that are intended to travel, and watch where they land.
Make sure you can aggregate all of the activity mentioned above against a single profile. You’ll need all the data to identify mobilizers. The other homework assignment is to take a hard look at your organization and ask if you have the type of content that would create and energize brand advocates. What does the organization stand for? What is its point of view, its purpose? If it’s “to sell something” or “to make money,” you don’t have it.
by scott.gillum | Nov 21, 2016 | 2016, Sales
Last week Tibor Shanto from Renbor Sales Solutions mentioned in his post that I questioned the value of the sales organization. Given the information shared with us at the CEB Sales and Marketing Roundtable meeting we attended, the question was relevant. He goes on to state that what I was really asking is why are so many sales reps struggling and what could marketing do to help them succeed. If the sales organization struggles, most likely marketers will struggle, and they may be the ones who will get the blame.
The more I thought about it the more convinced I became that the issue goes beyond sales and marketing, and their ability to correct it. I don’t think marketing can fix what ails sales, and vise versa. To illustrate the issue, I have created a framework that oversimplifies an organization go-to-market model. The core of the GTM model is the operating model, the product and services group and the organizations long-term vision.
Each part of the model plays an important role in determining the success of an organization. Additional detail on each group is contained below.
- Operational Model – the core of the business, how it delivers value to customers. It is also focused on driving efficiency and effectiveness in the delivery model.
- Product/Services – the physical manifestation of the value.
- Vision – how the company articulates their view of the world, now and in the future based on consumer/customer, competitor and market trends and needs.
Marketing develops and articulates the organization’s vision. It should be forward looking (at least three years), and challenge the product organization to “catch up.” It should enable the sales force to sell new solutions, enter new markets and differentiate the organization against competitors.
The product group builds, tests and perfects products, services and solutions that meet the needs of buyers today, and in the future. It should be able to define the market opportunity and the best route to capture it.
The “operating model” should be constantly evaluating those products and services most strategic to the organization (revenue, profit, etc.) and how to scale them. In some of the best organizations I’ve seen, this group enable the “visionary” solution sales reps to sell whatever they want early in a “wave,” as it works to pair down offerings to the few that are the most desired (market demand and/or profitability) As a result, choice, selection and pricing are simplified which helps them scale and enables the sales force to sell efficiently.
Aligning The Sales Organization
Solution Sales team – the solution selling team should be aligned to the front end of the go-to-market model. They have the capability, experience and navigation skills to configure and sell the vision and complex solution, both to internal and external audiences.
Product Specialist and Account Management teams – AM’s or PS’s are aligned to existing accounts and/or products and may be aligned by industry or type of solution. Their goal is to keep and expand the account. Reps that excel in this role are adept at understanding how to navigate the internal workings of the client — how to work the procurement process, position their products/organization against competitors, gain access to new buyers/opportunities, and how to anticipate future needs.
Telesales and Online Portals – the back end of the go-to-market framework where the “operating model” has shifted low margin “simple” products, to align with knowledgeable buyers. Allowing them to make a purchase transaction at the lowest cost and in the most convenient way possible. Sales reps may also dealing with “laggard” first time buyers who come late to a product or solution and have simple requirements.
Marketing’s role across this continuum varies. For the solution sellers, content marketing is critical and as Tibor states “insights built around business objectives.” Marketing has to help the sales organization articulate the organization’s vision (“air cover”) and the value of the product to the buyer, professionally and personally.
So what’s different about the sales model I laid out? Nothing. Does sales need a new model? Maybe, maybe not, but what it needs right now is the organizations commitment to executing the model that I just described. It isn’t throwing more resources and technology at sales, as the CEB research points out. Almost all (98%) of the sales leaders surveyed by CEB had added resources for sales support over the last four years, yet 76% of sales reps said that they have experienced an increase in the complexity of the support they are receiving.
Organizations have to commit to being good at all parts of the go-to-market model. Many of the organizations shortcomings and/or dysfunctional behavior become sales inhibitors. For example, organizations that are operationally efficient often lack the ability to articulate a long-term vision. On the other end, companies that have their heads in the future often miss simple things like scaling down the number of products sold, or simplifying financing terms or compensation plans.
What I took away from the meeting is, in today’s complex business environment, those organization that can simplify buying will win. The problem is that it’s easier to add and feel like you’re making a difference than it is to subtract or reduce and know that you making progress. It’s time to stop feeling like you’re making a difference and start putting a shoulder to making it happen.
