Last Wednesday, Dan Klein — who heads up tech industry consulting here at Forrester — joined me on a teleconference to talk about how B2B marketers should “Define Your B2B Social Media Strategy.” Web 2.0 marketing is a subject of great interest to business marketers as almost 700 signed up for the Webinar, just over 300 attended, and 120 participated in a pre-show survey. The vast majority of the invitations went out to Forrester clients and, judging by the list of attendees, the participation ranged from large tech firms to small business services providers. Folks from software, hardware, telecom, agencies, start ups, database marketing, and media were present.
What did we learn from this interactive session? Here are a few highlights:
I dug Dave Taber’s latest newsletter edition about “The Life of a Lead”. I mean, I really “Dugg It”. The article includes a link to digg.com, so I clicked it, registered, and voted for his document. Not simply because I like his ideas, but because I want to experience the “wisdom of crowds” firsthand and see how communal voting might apply to B2B marketing.
Recently I saw a preview of Eloqua’s spring release and it got me thinking about the role lead scoring plays in determining campaign effectiveness. I hadn’t seen the product in a while and was impressed with the UI improvements the Eloqua team has produced. They have added new capabilities for delivering highly personalized direct mail, SMS/voice reminders, and on-demand fax and RSS delivery – interesting stuff that, while I’d need to talk to a client or two to be convinced of their specific usefulness, show that Eloqua is delivering a broader range of lead nurturing, drip marketing capabilities. Lastly, new campaign design UI will help shorten the time it takes to get first campaigns up and running.
For the past 3 weeks, Forrester has sponsored a B2B marketing survey on Web 2.0 and Customer Marketing Program Trends. So far, we have received 185 responses from marketers like you. I thought you might like to see a preview of one of the more interesting findings.
When it comes to Social Media use and Web 2.0, B2B marketers I talk with usually raise the topic of blogging. They want to know "who is doing it well?" and "what benefits have they achieved?" In the survey, when we asked "Which statement BEST describes your corporate experience with blogging so far? (Please select one response)," B2B marketers told us:
I recently heard from a client who wanted to know whether I had any data or best practices around how business-to-business firms define – and count – their customers.
Here are two scenarios to consider:
A large software company sells to Vodafone UK, Vodafone Spain, and Verizon (US). All are owned by the parent company, Vodafone. Each entity goes through a separate buying process, contract negotiation, and installation. How would you count this: as one customer or three?
A top ten professional services firm has separate engagements with GE Money, GE Appliance, and GE Medical. These are three very different businesses, each with a separate purchase process. How would you classify any subsequent sales to GE Appliance: cross-sells/upsells or new business?
My perspective: I see B2B companies define “customer” as a legal entity with which they have a contractual obligation. A “customer” is the part of the organization with the budget authority and the potential to deliver a future revenue stream through service contracts, training, consulting, upsell/cross-sell, and the like – without having to run to the parent for approval.
B2B marketers: RainToday.com asked me to participate in authoring an ebook about the one piece of advice marketers simply cannot generate leads without.
This 36-page report was published today and includes advice from not only yours truly, but also Jill Konrath, author of Selling to Big Companies, Brian Carroll, author of Lead Generation for the Complex Sale, Suzanne Lowe, author of Marketplace Masters - How Professional Services Firms Compete to Win, and Ardath Albee, B2B Marketing Strategist, Marketing Interactions (with whom I've played blog-tag previously.)
Here’s a question that crops up more and more frequently. Forrester B2B marketing clients want to know “What are the average conversion rates for leads to opportunities and opportunities to sales in......?” You can fill in the blank with:
Industry: high tech, financial services, healthcare etc. Tactic: email marketing, paid search placement, direct mail postcards, etc. Size: small businesses, enterprises, firms over $250M in revenue, etc. Product type: durable, consumer, high technology, software, etc. Channel: direct sales, telesales, distributors, resellers, etc.
And create a tremendous array of opportunities to research. Opportunities so vast it boggles my mind, and makes me wonder how Forrester might provide this kind of information on a reliable, relevant basis at minimum cost to ourselves and our clients.
In the spirit of exploring this dilemma further, I’d like to hear from our blog readers – B2B in particular – on these two questions:
1) What specific sources of information have you found for these types of benchmarks? (Go ahead and mention competitors, you won’t hurt my feelings…) And how detailed, or reliable, do these sources need to be?
Forrester encourages B2B marketers to use online video, recorded Web seminars, and other rich media to educate, train, and persuade buyers. Through testimonials and case studies, video creates a lasting impression and emotional bond that is important in business marketing. It’s also less risky to experiment with this medium with the cost of recording decreasing.
But how far can B2B marketers push video from traditional interview or demonstration formats into non-traditional word-of-mouth? Clients see consumer-oriented video ads on YouTube and ask if we see viral video work in business marketing. The answer? We don’t see much.
Exceptions do arise: Scalent VP of Marketing and friend, Kevin Epstein, sent me an April Fool’s joke video his team put together, and – on a whim – decided to post on YouTube. Kevin wrote about this decision on his blog and I asked Forrester’s marketing research team to look and weigh in. Our take: video may become the digital tchotchke: logo-emblazoned pens, toys, and other useless items companies give to prospects or hand out at tradeshows.