Every year, the marketing technology landscape continues to grow and expand with new solutions and technologies designed to help B2B marketers do their jobs better. In 2018, Scott Brinker’s Martech Landscape “Supergraphic” showed 6,829 marketing technologies on the market — a 27% growth compared to 2017.
The business consumer has become more self-focused than ever before, challenging marketing and sales teams to give up the reins of their buyers’ journeys and adapting their go-to-market strategies to fully embrace buyer expectations. This concept was discussed in detail during B2B Marketing & Sales 2018, an event hosted by Forrester Research in Austin on October 25-26. During the opening keynote, Forrester’s VP and Research Director Caroline Robertson detailed how B2B buyers today have grown even more indifferent to sellers — expecting to be the center of any form of engagement and to have outcomes that align to their own business goals.
If your brand’s way of delivering customer experiences is ad hoc and doesn’t scale, you need to think differently to remain competitive in today’s environment.
How can firms operationalize the customer experience and create customers for life? It is great to talk about it, make it a company-wide initiative, pound our fists on the boardroom table and commit to becoming customer-centric, but what are the actual steps marketing operations can take to operationalize the customer experience?
Since the introduction of SPIN selling in the early ‘80s, the world of B2B customer engagement has seen steady innovation. Telephone cold calling, voicemail and emails became vital tools used to let prospects know you wanted to talk to them. When you did get a positive response, face-to-face meetings for problem discovery and PowerPoint presentations to drive the impact of your solution home became the standard. B2B selling was ruled by the conventional wisdom of seasoned sales executives who had control of the information. Through vast experience and advanced training in strategic and positional selling, they knew exactly how to win. It was a seller’s market and a game of inches.
Chili Piper, a scheduling platform, aims to accelerate the sales process by solving the gap between account interest and sales outreach. It is designed to improve the customer experience by providing an easy way for prospective customers to book a meeting, schedule a phone call or start chatting with someone immediately after filling out a lead form.