B2B Customer Acquisition: The role of human engagement in a world of digital-first enterprise marketing
Businesses that fail to evolve their technology stacks to meet these expectations are at risk of being left behind.
How important is technology to the future of enterprise sales?
As millennials continue to mature into decision-making roles, we are increasingly seeing the demand for ‘virtual’ selling experiences that involve no physical interaction or meeting. Over the last ten to twenty years, digital technologies have increasingly replaced face-to-face interactions. This isn’t just in the business world but across all areas of life. Younger generations primarily socialise through social media apps and gaming platforms. We pay for our groceries at automated terminals. It’s essential to accept that the digital-first world is not going anywhere and to embrace, rather than resist, the opportunities it brings. Businesses that fail to evolve their technology stacks to meet these expectations are at risk of being left behind when it comes to enterprise sales.
Technology will support the roles of sales representatives, not compete with or replace them.
Could this lead to sales representatives becoming redundant?
Technology will support the roles of sales representatives, not compete with or replace them. While enterprise sales technology will be crucial in delivering the buyer’s journey from prospect to customer, the sales representative still provides a ‘face’ to the company - we won’t see AI replace them! Businesses will need to invest in training their sales teams to take full advantage of new technologies as they deliver sales cycles in a new way without the historical emphasis on face-to-face sales meetings. Even as face-to-face encounters become less commonplace, the need for sales teams to be human, trustworthy, and relatable will never go away.
A marketing team’s first priority should be to make the buying journey as self-serving as possible.
How can marketing teams support enterprise sales teams in an increasingly digital world?
We are increasingly seeing sales and marketing teams work closely together and less in silo, sharing a common goal - getting the right message to the right person at the right time. Although the world around us continually changes, that goal remains the same. Without face-to-face engagements, marketing teams can create new engagement opportunities for sales teams through content marketing, such as thought leadership. Thought leadership, a form of digital PR, is particularly relevant in digital sales experiences as it allows one to demonstrate subject matter expertise and add additional touchpoints in the buyer's journey without having to rely on externally-organised conferences and events. It also means that when a buyer is ready to speak with someone, they are already aware of the brand and the person they will be speaking to - opening up a much warmer conversation on first contact. Marketing should ensure that any thought leadership shared by their sales teams still supports the business brand. This is important to ensure that both individual and company credibility is built, but without the individual coming across as a corporate mouthpiece. To best support their sales team, a marketing team’s first priority should be to make the buying journey as self-serving as possible.
The key for marketers is adding value to the lives of their prospects and buyers.
MATT FARNWORTH
Global Marketing Manager
ISB GLOBAL
How have the expectations of buyers changed?
While it’s no secret that buyers increasingly expect to be entertained when it comes to content, thekey for marketers is adding value to the lives of their prospects and buyers. While entertaining content may catch a buyer’s attention, consistently valuable content will keep them engaged with your business and move them through the buying journey. Again, this highlights the importance of getting your strategy right. If you’ve done your homework and created personas based on existing customers and market research, it’s not hard to find out what content your buyers will find valuable. By tapping into both the social element of humans but also the selfish element that we all have, asking, “What’s in it for me?” from the point of view of a prospect, you are in a powerful position to create experiences that really engage prospects. Once you’ve got that little bit of buy-in from a prospect, and they know what’s in it for them by engaging with your business, it is much easier to move them from prospect to customer and ultimately from customer to advocate.
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