'Intent -Driven' Sales & Marketing Campaigns – The New B2B Buzz Word!

Marketing Automation as an industry has witnessed some phenomenal growth in the recent years. The existing solutions have changed the way B2B companies do business today. Traditional, B2B marketing techniques like  cold calls, direct mails etc. now have more data and insight to support. Also, the B2B websites have transformed into a fertile ground for companies to find interested prospects.

In many ways marketing automation solutions have added the much needed momentum to a sector which has a lot at stake, when it comes to making a sale.

The other area in which marketing automation solutions have added value to B2B companies are by helping them measure some aspects of their marketing ROI – especially the contribution marketing makes towards the sales in an organization.

In the last two decades, the marketing automation industry has evolved and found solutions for many problems faced by the B2B sector. Finding more qualified Leads, deploying customized Lead nurturing programs and overall better Lead management is now a reality.

However, the advent of social media and the availability of content rich information has changed the way people buy and sell these days. Marketing itself has undergone a sea change with marketers engaging prospects on a one-on-one basis. B2C companies quickly adapted to this change and have thrived on their new found closeness with their customers – but B2B companies are still not there. They need a more substantial solution to deepen their engagement with their prospects and customers which in turn will generate more business opportunities.

LeadForce1 Offering an Integrated Marketing Automation2.0 platform

LeadForce1 a marketing automation2.0 solution which was launched today,  is a solution which will help B2B companies cope with the changing dynamics of B2B marketing.

LeadForce1 offers the unique benefit of being able to determine an online visitor’s interests and intent, using advanced behavioral analysis. Marketing and sales teams can now precisely manage lead nurturing programs and effectively target messages and offers that are customized around the interests of each individual lead. The result is marketing campaigns with greater impact, larger sales pipelines, and improved sales productivity.

LeadForce1′s greatest differentiator is its ability to find the intent of a website visitor – this information and deep insight into a prospect’s mind, challenges – the existing process of generating, qualifying and nurturing Leads. With the intent of the visitor known, each of these processes take lesser time, are more accurate and customized and promise better results and higher conversions.

The other problem LeadForce1 tries to address is the marketing & sales divide. It provides both the sales and marketing teams with a single opportunity or ‘Lead View’. Giving ‘intent’ – driven insights on individual Leads and Enterprise Leads (gives single view of the behavior patterns of different visitors from the same enterprise).

The solution also offers elements of Web2.0 by incorporating the benefits of social networking and single platform collaboration – allowing all stake holders in a company – the marketing guys, the sales guys and other decision makers to collaborate, share, discuss, deliberate and decide, in real-time – ensuring shorter sales cycles and perusal of only qualified business opportunities – thereby maximizing the ROI.

As a PR & Marketing professional, what I personally liked about LeadForce1, is the fact it can accurately measure not only the ROI on marketing spends but also provide enough data on which marketing channels, what kind of marketing content is bringing in the Leads. This is a great add on for those B2B companies whose marketing spends are focussed on attracting Leads and prospects to their sales funnel. Also, knowing which channels of communication best serve my Company’s needs is great information to have – not only to optimize my reach but also to ensure I achieve my end goals as a marketer.

There are many players in the Marketing Automation space, each offering something – LeadForce1 – is a platform which integrates all – ‘from identifying a visitor to making the live connect’. How the new solution and the 2.0 platform will change the marketing automation industry is yet to be seen, but one thing is guaranteed, B2B companies can now think of engaging with their elusive prospects on a one-on-one basis. Reading their minds, and providing them with sales pitches and lead nurturing materials which will be relevant and truly assist in the decision making process.

5 Ways – B2B Companies Can Use Social Media for Lead Generation & Lead Nurturing

Social Media Tool Kit for B2B companies

The relevancy of social media for Business to Business (B2B) companies is a much debated subject. While B2B companies are opening up to the idea of participating in social media, by creating social profiles, writing blogs and engaging in micro-blogging etc. a lot is desired when it comes to using social media as an effective tool to forward their business interests or for securing, and nurturing quality leads.

Having worked with both B2C and B2B companies in the social media space, I strongly feel that the approach for both have to be significantly different – at least at the engagement level.

It has to be very similar to how we market such companies and their products in the offline world. More mass and viral for B2C companies/products and more of an individual approach ñ convincing that one individual or group of individuals (read decision makers) who will believe in your product and pay the high value to procure it for B2B companies.

If you actually see how business prospects can be engaged on social media by B2B companies, the argument that social media is more relevant for B2B companiesí wins hands down.

Finding relevant contacts ñ

Finding the right contact to make their business pitch is critical for sales guys at B2B companies. In the offline world ñ they look for such prospects at conferences, trade shows, at a game of Golf, or socializing clubs. The time taken for converting a social contact into a relevant potential business contact varies depending on a lot of other factors like basic nature of the individuals involved, their social engagement skills etc.

In the online world business social networking sites like Linkedin, Businessweek Exchange, Ecademy, Entrepreneur.com etc. have made the process so easy. Everyone on these networks is there for a professional reason hence talking business in your first social introduction falls within the social etiquettes of these networks. Also, these sites make an individualís professional network multiply, because they let him know who is connected to his connections and their connections too. With social media the visiting card holder is experiencing exponential growth.

Showcasing your product

When it comes to showcasing products ñ social media has come as a boon for B2b companies. It provides so many levels and channels to engage and educate their potential customers about their company and its product offerings. Before, having advertising & PR budgets and probably a face to face meeting and corporate presentation was the only way they could engage with their potential customer. But today with social media ñ you can choose the channel your prospect uses (Presentations, Videos, Podcasts, Webinars etc.), through a medium he most frequents (social networking sites, blogs, Video sites, Book marking sites etc.) to engage him without so much as meeting him to begin with.

Yes social media has presented B2b companies with a variety of channels to promote, educate and even create a market for their products. Blogs have become a great way of doing PR and building thought leadership. Webinars and videos help demonstrate your products to anyone who is interested at any time and anywhere in the world.

Nurturing your leads

In a B2B set up since the stakes are higher – a potential lead requires sometimes a lot of nurturing before it converts into a sale. Social media provides sales guys with a more than one option to engage and follow their leads at both a professional and personal level. Following their prospects on social networking sites like Twitter, Facebook, Linkedin, following their blogs etc. can give them a lot of insight about their lead, the kind of person he is, his interests, his passions, his perspective on things/issues etc. Ask a regular sales guy who does not have access to social media or such information on a prospect and he will tell you the value such information adds when nurturing a lead. Sales guys do everything to find out about what their potential decision maker likes, the basketball/baseball team he roots for etc. to engage him at a more personal level. Social media provides them with all that information effortlessly.

Building communities

Having a list of satisfied clients who can advocate their products to other prospects is a dream come true for any company. In a non- social media set-up Companies would ideally ask their clients to give some recommendations which they would use in their product brochures and website. Also, hope that their existing clientele recommend them to some others, leaving them with very less control or hope that their advocates will bring in quality leads.

Social media today changes all that ñ it helps companies create communities and groups around their product offerings, where their advocates can come and voice their positive experiences. It can invite other prospects to join these groups and engage in discussions to have a better understanding and third party or user perspective of the product before their own purchase.

Companies can also use the chatter in these groups for creating buzz or PR. Consider this ñ social media helps companies advertise in real time ñ spending much less money.

Finding New Markets

For most B2B companies expanding their market is critical to their success. The investments for entering and setting shop in any new market is huge and companies spend a bomb on market research to find out the growth potential in such markets.

Since social media is not divided by boundaries ñ it becomes a simple and cost- effective tool for B2b companies to test the potential of new markets. Contacting and engaging with prospects in another country on social networks, understanding the specific needs of their market etc. has become much simpler.

B2B purchases are always well researched, well thought and very informed decisions. Social media as a business tool can help companies in providing that research, thought and information to their potential customers. It can help companies in educating and engaging their potential leads at different levels ñ talking in a language they would love to hear.

Social Media is still about people. Only the distances and differences have ceased to existÖ.try it ñ it could change the way you do business.

The relevancy of social media for Business to Business (B2B) companies is a much debated subject. While B2B companies are opening up to the idea of participating in social media, by creating social profiles, writing blogs and engaging in micro-blogging etc. a lot is desired when it comes to using social media as an effective tool to forward their business interests or for securing, and nurturing quality leads.

Having worked with both B2C and B2B companies in the social media space, I strongly feel that the approach for both have to be significantly different – at least at the engagement level.

It has to be very similar to how we market such companies and their products in the offline world. More mass and viral for B2C companies/products and more of an individual approach - convincing that one individual or group of individuals (read decision makers) who will believe in your product and pay the high value to procure it, for B2B companies.

If you actually see how business prospects can be engaged on social media by B2B companies, the argument that social media is more relevant for B2B companies’ wins hands down

For the non-believers here’s how…….

Finding relevant contacts

Finding the right contact to make their business pitch is critical for sales guys at B2B companies. In the offline world - they look for such prospects at conferences, trade shows, at a game of Golf, or socializing clubs. The time taken for converting a social contact into a relevant potential business contact varies, depending on a lot of other factors like basic nature of the individuals involved, their social engagement skills etc.

In the online world business social networking sites like Linkedin, Businessweek Exchange, Ecademy, Entrepreneur.com etc. have made the process so easy. Everyone on these networks is there for a professional reason hence talking business in your first social introduction falls within the social etiquettes of these networks. Also, these sites make an individual’s professional network multiply, because they let him know who is connected to his connections and their connections too. With social media the visiting card holder is experiencing exponential growth.

Showcasing your product

When it comes to showcasing products – social media has come as a boon for B2b companies. It provides so many levels and channels to engage and educate their potential customers about their company and its product offerings. Before, having advertising & PR budgets and probably a face to face meeting and corporate presentation was the only way they could engage with their potential customer. But today with social media - they can choose the channel their prospect uses (Presentations, Videos, Podcasts, Webinars etc.), through a medium he most frequents (social networking sites, blogs, Video sites, Book marking sites etc.) to engage him without so much as meeting him to begin with.

Yes social media has presented B2b companies with a variety of channels to promote, educate and even create a market for their products. Blogs have become a great way of doing PR and building thought leadership. Webinars and videos help demonstrate your products to anyone who is interested at any time and anywhere in the world.

Nurturing your leads

In a B2B set up since the stakes are higher – a potential lead requires a lot of nurturing before it converts into a sale. Social media provides sales guys with more than one option to engage and follow their leads at both a professional and personal level. Following their prospects on social networking sites like Twitter, Facebook, Linkedin, following their blogs etc. can give them a lot of insight about their lead, the kind of person he is, his interests, his passions, his perspective on things/issues etc. Ask a regular sales guy who does not have access to social media or such information on a prospect and he will tell you the value such information adds when nurturing a lead. Sales guys do everything to find out about what their potential decision maker likes, the basketball/baseball team he roots for etc. to engage him at a more personal level. Social media provides them with all that information effortlessly.

Building communities

Having a list of satisfied clients who can advocate their products to other prospects is a dream come true for any company. In a non- social media set-up companies would ideally ask their clients to give some recommendations which they would use in their product brochures and website. Also, hope that their existing clientele recommend them to some others, leaving them with very less control or hope that their advocates will bring in quality leads.

Social media today changes all that - it helps companies create communities and groups around their product offerings, where their advocates can come and voice their positive experiences. It can invite other prospects to join these groups and engage in discussions to have a better understanding and third party or user perspective of the product before their own purchase.

Companies can also use the chatter in these groups for creating buzz or PR. Consider this – social media helps companies advertise in real time – spending much less money.

Finding New Markets

For most B2B companies expanding their market is critical to their success. The investments for entering and setting shop in any new market is huge and companies spend a bomb on market research to find out the growth potential in such markets.

Since social media is not divided by boundaries - it becomes a simple and cost- effective tool for B2b companies to test the potential of new markets. Contacting and engaging with prospects in another country on social networks, understanding the specific needs of their market etc. has become much simpler.

B2B purchases are always well researched, well thought and very informed decisions. Social media as a business tool can help companies in providing that research, thought and information to their potential customers. It can help companies in educating and engaging their potential leads at different levels ñ talking in a language they would love to hear.

Social Media is still about people. Only the distances and differences have ceased to existÖ.try it - it could change the way you do business.

How To Mend The Dent In Your Brand Image?

‘Marketing is not selling. Marketing is building a brand in the mind of the prospect.’ – Al Ries & Laura Ries

Today a case I would like to discuss in this post is that of the Ice cream major Haagen – Dazs’ entry into the Indian market last week.

The Company which is known for its premium International quality ice-creams has angered and been boycotted by many of its potential Indian customers even before it could make them taste their brand of ice-creams. A big blow considering they are planning to open 30-40 outlets in India in the next few years.

So how did this happen? According to media reports – it seems like a case of bad marketing. A day prior to its official launch the ice-cream major decided to hold an exclusive preview and tasting of its ice-creams for its exclusive customers at its new store. Which is fine, considering the brands positioning clearly spells premium – from the location and décor of the store to the pricing of its products. Many brands do such events and exclusive dos to ensure their brand positioning is apt and only draws those customers who are ready to pay a premium for the experience they promise to offer. 

The cause of the furor was not the brand’s positioning but the way they marketed that positioning. According to Rajesh Kalra a Times of India blogger who first reported the incident (his friend Ramit was denied entry into the store and he is the one who took the photograph of the banner), “The banners outside the outlet said: Exclusive Preview for International Travellers.  And under that, in an even finer print, the real bombshell: Access restricted only to holders of international passports. I immediately called Ramit. “You are an international traveler, and you have a passport, so you can go in”, I said. Ramit’s response was instant: I tried to enter but they said you are not allowed for you don’t have an international passport.”

Marketing faux pas?

To an Indian this was a big blow, he was being treated as an alien in his own country. Rajesh soon put out the pictures of these banners and a post detailing the incident across social media platforms like Facebook and Twitter. The message spread like wildfire across the social media denting the carefully cultivated brand image of Haagen Dazs in a country it had strategically invested but failed to sensitize its marketing to the sensibilities of its people. 

It is not surprising to see Ban Haagen Dazs communities mushrooming on social media platforms – I believe it is the most social way to get back at a brand which dared to alienate Indians on their own soil. 

Subsequent to the media report and public fury Anindo Mukherhi , MD of General Mills, which markets the brand in India clarified his stand in an interview to Economic Times, “An error was made in the creative execution, it was a wrong choice of words, and we regret the error.” Economic Times further reports, “Upon sustained queries by Economic Times to company officials about the intention of the campaign, it emerged that what Haagen-Dazs really wanted to convey was ‘Now get a taste of abroad right here in India’”.

Considering that Haagen Dazs is such an established brand it is surprising how this kind of obvious error went unnoticed by the marketing heads and strategists in the company.  Or for that matter was overlooked or missed by those handling the marketing of the brand in India? 

Let’s see how this could have been averted or handled a little differently without generating these anti-Haagan Dazs nationalist sentiments… 

Right approach 

It would have been more prudent on the part of Haagan Dazs’ Indian marketers to identify their niche customers – at least some of them – socialites, page3, diplomats etc. and send out personal invitations announcing the launch and the exclusive preview. On location instead of the controversial banners, they could have just put a simple board suggesting entry only by invitation. In addition, to be on the safe side, they could have instructed the doormen/security/organizers to be polite with the uninvited guests/passersby. People usually do not take offence if told politely that the venue is reserved for a private party and entry is only allowed by invitation.

The Choice of Right words

It would have been in the best interest of the brand to go with the simpler version of the banner– ‘Now get a taste of French Riviera right here in India’ or something to that effect. Rather than implying something which means, ‘entry into the store requires an International passport’ – which probably required the skills of the copywriter to decipher the real meaning behind it. Now, you can’t expect Indians to carry International passports in India, not even the real movers and shakers of the city.

Better planning and execution

If something this damaging escapes the eyes of the marketing experts at Haagen Dazs or General Mills then for sure it is a cause of concern for the company. Better management and timely assessment could have saved the brand such an embarrassment. It is always best to check and re-check your positioning and branding for adherence to local sensibilities, especially when entering a new market. Any layman could have indicated that the choice of words by the brand indicating racial discrimination was destined to create a furor.

A Public Apology

I am yet to see a public apology coming from the brand or its Indian marketers. What came was part of a promotional interview in Economic Times. Sometimes, for the sake of the brand it does not harm to show some humility. A word of apology as soon as this incident picked momentum on the social media would have doused the angers it ignited. Everyone makes mistakes, but the art of correcting them begins by accepting your mistake and sincerely apologizing. It becomes all the more necessary when your brand is being branded racist in a country you have or plan to invest heavily.

Attempt to win over the irate customers

To cool the matters and win over the irate public – Haagen Dazs could have gone a step ahead, posted their apology on these anti-Haagen Dazs forums, and extended an invitation to the members there to come and taste their premium brand of ice-creams, calling truce. I am sure with this small gesture they would have made a huge difference to their existing brand image not only in India but also around the world. As a result, they would have ended up turning all the negative publicity on a positive note. Even if this may not have worked, at least they would have made an impression of a brand that cares, rather than one that comes across as obnoxious.

Indifference is the worst approach in times of media crisis. It is best to accept your mistake and make amends in the right manner and on the right forum. 

In Marketing they say any publicity is good publicity and possibly this media attention might have helped Haagen Dazs in getting the attention of even those Indians who may have never heard of the brand before. However, hurting the sentiments of a customer is the last thing a brand would want itself associated with….for it often leaves scars which rarely heal.