B2B Customer Acquisition: The role of human engagement in a world of digital-first enterprise marketing
Although buying habits have changed across many industries by becoming increasingly focused on digital sales processes with little-to-no human interaction, government procurement is unlikely to follow suit anytime soon.
Has the global pandemic changed the way government departments make purchases?
Although buying habits have changed across many industries by becoming increasingly focused on digital sales processes with little-to-no human interaction, government procurement is unlikely to follow suit anytime soon. This is because of the strict tendering process that applies when spending public money. The standardised, structured tender process effectively creates a more level playing field for businesses to demonstrate the value of their offering as the quality of their marketing efforts is limited to being invited to participate. So whilst some meetings may move online, particularly following the global pandemic, government processes are highly unlikely to allow purchases to become digital first, with no buyer / supplier interaction or sales effort. The average age of decision makers involved in government purchases is higher than in the private sector, which partially explains why there hasn’t been the need to pursue a digital first sales strategy. But when millennials do mature into the decision making positions, will they still hold the same preferences when it comes to making purchases? We know that millennials prefer to conduct their own research when making purchases, and as previously mentioned often don’t speak with a salesperson at all, but this could well change in ten to fifteen years when they move into more senior decision making positions within government procurement.
To be successful in these slower moving industries it is still highly important to listen to customer feedback and react accordingly before your competitors have the opportunity to do so.
What does it take to successfully sell to slow-moving industries?
Government purchases are not the only ones that tend to be slower-moving and complex. Finance, education and healthcare are other examples of industries with buying processes that feature large amounts of scrutiny. Whilst technology has previously been slow to develop within these industries, it is starting to catch up. For example, cloud-based services and software are becoming the norm. Amid growing digital security concerns and questions about hosting scalability, fully custom built solutions are also being phased out in favour of global platforms that offer customisations and an ecosystem, rather than bespoke development. To be successful in these industries it is still highly important to listen to customer feedback and react accordingly before your competitors have the opportunity to do so. It’s also important to understand and support the social capital of your customers within these industries. It’s not uncommon to see social capital as a KPI for suppliers to report on in the sales process. Environmental and local strategy are other important considerations to show that you understand your potential customer and can provide them with a solution that is aligned with their strategies.
Where can government suppliers ‘think outside the box’ in their marketing?
Like many other businesses, we had to completely change our marketing strategy during the global pandemic. Traditional face-to-face networking opportunities, such as trade shows and conferences, were previously some of our most successful approaches. In their absence we innovated our approach to marketing and as a result discovered some great tactics that were new to us. Social media is a powerful tool for building relationships with your buyers. As well as understanding what is important to your buyers both in and out of work, social media also allows you to bring buyers into industry conversations and develop their own careers - which is hugely beneficial to establishing trust. This can be as simple as hosting a webinar on a relevant industry topic and inviting one of your prospective customers to be on the panel. Podcasts and video discussions are other great options. They all add authenticity and credibility to both the selling company and the prospect’s personal reputation - a real win win.