March 19, 2024

Is lead generation killing marketing?

What happens when you stake the value of your contribution to the company on something that you’ll never do as well as someone else?

This was the gist of a very controversial assertion made by a senior marketer from a very well known B2B technology company during dinner at our ITSMA Marketing Leadership Forum (download highlights from the ITSMA Marketing Leadership Forum) when he said: “An overemphasis on leads is damaging our relationship with sales.”

You could hear the proverbial pin drop in the room after he said it.

On the one hand, what he was saying seemed ludicrous. How could emphasizing leads not improve the relationship? The perceptions that marketers send nothing but junk leads to sales and fail to measure the impact of those leads on revenue have been hurting marketers’ relationships with salespeople—and the business—for at least a decade.

But his point was that marketers will never be as good at handling leads as salespeople are. In my research, I’ve never seen anyone claim that marketing contributes anywhere near 50% of the leads that turn into sales. Most anecdotal estimates I’ve heard range from 10-35%.

Now, you could argue that if marketers improved their ability to generate, nurture, and manage leads from start to finish that those numbers would improve.

But can we ever say that marketers will become the leading contributors of leads that wind up as closed business? Maybe if you’re selling Apple iPads, but if you’re selling complex B2B services and solutions? Seems doubtful.

Meanwhile, an overemphasis on leads causes salespeople to devalue the things that marketers really do best. The mysterious arts of reputation, idea marketing, segmentation, and value propositions move from mysterious to stupid in the eyes of salespeople if only viewed through the prism of leads.

In the current climate, the psychosis over leads to continuous pressure on marketers to provide more and better quality leads. The overall success of marketing is defined by increases in those two things.

But, argues this marketing leader, are we going to allow our success to be defined this way? If so, we will never win. Salespeople will never respect us because we will never contribute as much as they do.

While I don’t think we can just walk away from the lead problem and go back to designing logos, I do think we need to compartmentalize it a bit. We need to be measured on what we really do well—the creative, right-brained stuff. Here are some ideas for how to calm the battle over leads:

  • Create a lead system of record. The most contentious aspect of marketers’ contribution to revenue is that it can’t easily be measured. That means installing a system that can follow leads from the website to sales and back again. Marketers can send more leads to sales every year and still be seen as failing because they can’t track those leads. Other functions have systems of record. We need one, too. Within that system, we need to agree on ground rules for lead management—such as the definition of a qualified lead, lead scoring, etc. People respect rules more when they’re written in stone.
  • Agree on a realistic level of contribution. Most reasonable salespeople will agree that marketers can only do so much in terms of lead generation. Sure, the totals should go up each year, but the proportion of leads supplied by marketing can’t be expected to rise forever—otherwise, why do we need salespeople? Sales and marketing leaders should decide on a target goal of proportion of contribution and then get on with it.
  • Split the short term from the long term. It seems only fair that marketers should be judged more for their contribution to longer-term revenue—to the sales pipeline rather to sales themselves, in other words—than to short-term revenue goals. Most marketing leads are people who are not ready to buy. We need to make allowances for that.

We need to get past this battle over leads and get back to doing what we do best.

What do you think?

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How to build emotional engagement in B2B marketing

I got a really interesting question last week through my Skribit box: How do you use emotional engagement when talking about dry technology?

This may be the ultimate question in B2B, especially as we struggle to integrate social media into the overall marketing mix.

Let’s face it, even if it was possible to curl up in front of the fire with a glass of wine and our B2B products and services, no one would do it. Most of the things we sell are about as emotive as army ants.

That’s why I’m going to answer the question (and invite accusations of copping out) by saying that we shouldn’t try to use our dry technologies as the basis for emotional engagement.

We have to stop torturing ourselves trying to write interesting things about our dry technology. That’s what has led to the horrific vocabulary of mindless marketing speak that makes us utter things like “demonstrable value” with straight faces while deluding ourselves that it leaves an impression on customers. (Hey, it was the best thing we came up with at the meeting, so why wouldn’t customers like it, too!?)

Where are thepeople and the stories?
Journalism has long understood that people respond to other people and to stories. Those two things are built into the process. You get fired if you don’t interview people and feature them in your story. And you never get any interesting assignments if you aren’t able to communicate information through a narrative structure—a story with a number of star characters and a beginning, middle, and end.

It’s the same in B2B. It’s why our latest ITSMA marketing budget survey shows (free summary available)that thought leadership has risen to a higher priority level than in any recent year. Ideas can create an emotional connection. Okay, so it’s not big emotion, but it hits some buttons:

  • Gratitude. This company understands my pain
  • Loyalty. I may need to keep an eye on these guys in case they say something else that moves me.
  • Respect. These guys are smart.
Press photo of Sockington.
Image via Wikipedia

But for all of these things to hit, customers need to be able to connect them to people. Social media offers some new ways for us to build emotional connections with customers by connecting them with other people and their stories. (Ever wonder why Sockington is so popular? Even making a cat more like a person works.) Blogs let us feature our subject matter experts (SMEs) not just as brainiacs but as people that customers can eventually feel comfortable reaching out to directly. Twitter, LinkedIn, etc. all do that, too.

But let’s not get too hung up on social media. This has to permeate all that we do. It’s why those expensive private events work so well.

What do you think? How do you use emotional engagement when talking about dry technology?

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